RIYADH: Saudi Arabia’s King Khalid International Airport led the Kingdom’s international terminal performance rankings in July, recording the lowest complaint rate of 0.4 percent per 100,000 passengers.
The General Authority of Civil Aviation’s monthly classification index revealed the airport achieved a 100 percent resolution rate in July, despite handling over 6 million passengers annually.
Among domestic terminals, Bisha Airport reported the lowest complaint rate at 3 percent per 100,000 passengers, and also achieved a 100 percent resolution figure.
These performance metrics reflect the success of Saudi Arabia’s air transport policies, which aim to enhance service quality and operational efficiency as part of the broader Vision 2030 initiative.
GACA’s report highlights its commitment to transparency and quality, supporting the Kingdom’s goal of becoming a global logistics hub by fostering competitive and efficient air transport services.
Hail International Airport, with fewer than 6 million annual passengers, had a complaint ratio of 1 percent per 100,000 passengers and also achieved a 100 percent resolution rate.
In July, GACA recorded 1,422 complaints from travelers about the Kingdom’s airlines, with Saudia having the fewest at 25 per 100,000 travelers, and also resolved all issues.
Flynas followed with 27 grievances per 100,000 travelers and also had a 100 percent resolution rate, while Flyadeal had 34 complaints per 100,000 travelers and resolved 99 percent. Common issues included luggage, flights, and tickets.
The aviation authority emphasized that its monthly classification report is designed to help passengers make informed decisions, improve transparency, and show its commitment to addressing traveler complaints. It also aims to promote fair competition and enhance service quality.
To ensure effective communication with travelers and airport visitors, the authority provides multiple contact options including a call center, WhatsApp, email, social media, and its official website.
GACA noted that it handles complaints related to boarding passes, employee behavior, and services for individuals with disabilities or limited mobility through these channels.
To support its partner airports, the authority has released a booklet with guidelines for managing traveler complaints. This handbook, distributed to airport operators, details service agreements and complaint resolution procedures.
Additionally, GACA hosts regular workshops to train national airline and ground service provider employees on compliance with passenger protection regulations.
