GACA reinforces airline passengers’ rights 
Saudi Arabia’s General Authority of Civil Aviation recently released new guidelines aiming to protect airline passengers’ rights.
The new guidelines that came into effect on Nov. 20 not only aim to protect passengers’ rights, but also improve the level of services provided to them.
The new guidelines encompass 30 new provisions that cover every stage of the air travel journey.
These provisions cover ticketing, boarding, in-flight services, baggage handling and catering to passengers with special needs.
Also, they covers situations like flight delays, cancellations, overbooking and unexpected stopovers.
Refunds to passengers for violations of the provisions could range between 150-200 percent of the ticket fare.
It is worth noting that total refunds paid by national airlines to passengers, to compensate them for flight delays or loss of luggage and flight cancellations, amounted to SR58 million ($15.5 million) for the period 2021-2022.
These refunds prove GACA’s sustained commitment to fortifying airline passengers’ rights.
GACA has launched an awareness campaign titled “Putting Passengers First” to raise awareness of airline passengers’ rights and encourage them to communicate with their airline if their rights are violated or abused.
GACA has encouraged airline passengers to approach the authority to investigate their complaints if they do not receive satisfactory responses within seven days.
I believe that the newly released guidelines by GACA will strengthen airline passenger rights, create a better travel experience and provide greater support to the passenger journey in the event of travel disruptions.
Abdulaziz bin Abdullah Al-Dahmash, executive vice president for quality and passenger experience at GACA, said: “GACA remains steadfast in its commitment to implementing regulations that enhance choice, value and service quality for passengers.
“Robust protections for passenger rights are pivotal for cultivating a competitive aviation sector that serves both the Kingdom and its travelers,” he added.
The General Authority of Civil Aviation emerged from the Presidency of Civil Aviation in 2006. Since then, GACA has been on a mission to become a main contributor to the gross domestic product of the Kingdom, while growing and modernizing its aviation sector, employing mostly qualified Saudis.
Over the years, Saudi Arabia has achieved unprecedented growth and made qualitative leaps in civil aviation.
It is worth mentioning that among GACA’s strategic objectives are ensuring the highest levels of safety and security in the Kingdom’s aviation sector, and promoting the development of sustainable measures to reduce environmental impact.
GACA’s strategy is in line with the national aviation strategy that aims to elevate the level of interconnectivity within the Kingdom, increase the market share of national carriers, and develop airport infrastructure and operations.
Also, it aims to enhance the service quality offered to passengers by the aviation sector, boost the Kingdom’s airport capacity, and bolster the travel and logistic market in the upcoming years while leveraging the Kingdom’s strategic geographical location.
I believe that the newly released guidelines by GACA will strengthen airline passenger rights, create a better travel experience and provide greater support to the passenger journey in the event of travel disruptions.
Finally, I believe that the guidelines are trusted to boost the aviation sector’s global competitiveness and unlock tourism potential to reach 330 million travelers annually by 2030.
But for such remarkable preventative measures to be effective and forcible, passengers must know their rights and protect them by not giving them up.
• Talat Zaki Hafiz is an economist and financial analyst. Twitter: @TalatHafiz
