RIYADH: Saudi Arabia’s flagship carrier, Saudia, registered the fewest complaints among the Kingdom’s airlines and documented a 95 percent resolution rate, according to official data.
In its May rankings of air transport service providers and airports, the General Authority of Civil Aviation noted that a total of 1,318 complaints were registered against Saudi airlines.
As part of its efforts to uphold passenger rights and promote transparency in the aviation sector, the authority has been conducting a monitoring and inspection program to ensure that Saudi airports and carriers adhere to international standards and recommendations.
This monthly classification, based on traveler complaints received by GACA, considers Saudia, flyadeal, and flynas, as well as multiple airports across the Kingdom.
Saudia emerged with the lowest incidence of complaints among airlines, with only 10 per 100,000 travelers and an impressive 95 percent resolution rate.
Following closely, flyadeal recorded 11 complaints per 100,000 passengers, with a resolution rate of 99 percent, while flynas had 13 complaints per 100,000 travelers and a resolution rate of 100 percent.
The primary grievances centered around issues concerning luggage, flights, and ticketing.
Among international airports serving over 6 million passengers annually in the Kingdom, King Fahd Airport in Dammam demonstrated good performance, registering a mere three complaints per 100,000 travelers and achieving a 100 percent resolution rate.
Similarly, Prince Sultan bin Abdulaziz Airport in Tabuk reported only one complaint per 100,000 passengers, with a 100 percent resolution rate.
Najran Airport stood out among domestic airports with two complaints per 100,000 passengers and a 100 percent resolution rate.
Emphasizing its commitment to transparency and service excellence, GACA reiterated that the monthly classification report serves to foster fair competition, enhance service quality, and bolster trust among travelers, the Saudi Press Agency reported.
Furthermore, GACA has equipped airport operators with comprehensive guidelines for handling complaints, underscoring adherence to service agreements and regulatory standards, SPA added.
Regular workshops conducted by GACA further empower airline and ground service company staff to implement passenger protection measures effectively.
According to the authority, it maintains multiple communication channels, including phone, email, and social media, open around the clock to enable interaction with travelers and airport visitors.
The complaints received through these channels often concern issues such as boarding passes, employee behavior, and services for persons with disabilities and limited mobility.
