GACA issues July classification of airlines, airports

Logo of The General Authority of Civil Aviation (GACA)

The General Authority of Civil Aviation (GACA) released today, Sept. 3, classification index of air transport service providers and airports for July 2025, based on the number of passenger complaints received by the authority during the month.

GACA noted 1,974 passenger complaints against air carriers, Saudi Press Agency (SPA) reported.

Saudi Arabian Airlines (Saudia) received the least complaints, at 31 per 100,000 passengers, with 98% resolved within the specified timeframe.

flynas came second with 36 complaints per 100,000 passengers and a 100% on-time resolution rate, while flyadeal placed third with 40 complaints per 100,000 passengers and 100% closure rate.

The authority noted that the most common complaints in July were related to flights, followed by baggage services and tickets.

King Khalid International Airport in Riyadh reported the lowest number of complaints, recording 23 complaints (1%) per 100,000 passengers, among international airports that receive over six million passengers annually, with a timely complaint closure rate of 100%.

Among international airports with less than six million passengers annually, Taif International Airport ranked lowest with 2% per 100,000 passengers, totaling three complaints, and a 100% resolution rate.

For domestic airports, King Saud Airport reported the fewest complaints, at 3% per 100,000 passengers, with two complaints in total, all resolved within the specified timeframe.

GACA emphasized that the monthly classification index is intended to provide passengers with clear insights into the performance of service providers in handling complaints.

The report enables travelers to make more informed choices when selecting service providers, enhances transparency, underscores the authority’s commitment to passenger rights, and encourages fair competition across the aviation sector to further improve service quality.