The General Authority of Civil Aviation (GACA) has released its December 2024 classification of air transport service providers and airports, a monthly assessment designed to inform passengers about carrier and airport performance and help them make informed travel choices. The report, published via the Saudi Press Agency on January 21, 2025, draws on the number of complaints filed with GACA by travellers and provides a transparent snapshot of service quality across the Kingdom’s aviation sector during one of the busiest travel periods of the year.
According to GACA, a total of 1,074 complaints were filed by travellers on Saudi air carriers in December 2024, covering issues such as luggage handling, flight scheduling, and ticketing. The classifications rank national airlines and airports according to complaint ratios per 100,000 travellers, alongside complaint resolution rates. The initiative reflects the authority’s commitment to consumer protection, fair competition, and continuous service improvement. For international readers, the December report offers a clear window into how Saudi Arabia’s aviation regulators are using data-driven oversight to raise standards across a sector that is central to the Kingdom’s tourism and economic diversification goals.
Context and Background
Why does a monthly complaint classification matter in a global aviation market? GACA’s classification system, established as part of its regulatory mandate, is one of the most transparent passenger-feedback mechanisms in the region. Each month, the authority compiles complaint data from multiple channels and publishes comparative rankings for domestic and international airports as well as national air carriers. The December 2024 edition follows the same methodology used throughout the year, allowing travellers and industry stakeholders to track performance trends over time. The report is not a punitive measure; rather, it is a constructive tool that encourages airlines and airports to address passenger concerns promptly and efficiently.
The publication of these classifications aligns with GACA’s broader strategy to enhance the passenger experience and strengthen the Kingdom’s position as a global aviation hub. Saudi Arabia’s aviation sector has undergone significant transformation in recent years, with record passenger numbers, new routes, and major infrastructure investments. In this context, transparent performance reporting helps build trust among international travellers and supports the objectives of Saudi Vision 2030, which aims to increase tourism’s contribution to the national economy and position the Kingdom as a leading destination for business and leisure travel.
GACA has repeatedly emphasised that the monthly report is intended to empower passengers with reliable information. By publicly recognising carriers and airports that perform well, the authority stimulates healthy competition and encourages all service providers to improve. The December 2024 data shows that complaint resolution rates remain high across the sector, indicating that airlines and airports are responsive to passenger feedback. This proactive approach to consumer protection is consistent with international best practices and reinforces Saudi Arabia’s reputation for regulatory excellence.
Key Details
Among Saudi air carriers, SAUDIA recorded the fewest complaints in December 2024, with just 20 complaints per 100,000 travellers and an impressive complaint resolution rate of 99%. Flyadeal came second, with 21 complaints per 100,000 travellers and a 100% resolution rate. Flynas ranked third, with 24 complaints per 100,000 travellers and a 100% resolution rate. These figures demonstrate that even during a high-traffic month, Saudi carriers maintained strong customer service standards. The most common complaints across all airlines concerned luggage, flights, and tickets, which are typical categories in global aviation and are actively addressed by carriers through improved handling procedures and customer support.
In the airport category, King Abdulaziz International Airport in Jeddah, which handles more than six million passengers annually, recorded the fewest complaints among large international airports, with 20 complaints per 100,000 travellers and a 96% resolution rate. Among international airports with fewer than six million passengers annually, Prince Sultan bin Abdulaziz Airport in Tabuk led with only one complaint per 100,000 travellers and a 100% resolution rate. In the domestic airports category, Sharurah Domestic Airport achieved the best performance, with two complaints per 100,000 passengers and a 100% resolution rate. These results highlight consistent service quality across airports of different sizes and locations, from major hubs to regional gateways.
GACA reiterated that the monthly classification report serves multiple purposes: helping passengers make informed choices, promoting transparency, demonstrating the authority’s credibility and responsiveness to traveller complaints, stimulating fair competition, and driving continuous improvement in services. The authority also noted that multiple communication channels are open 24/7 to enable interaction with travellers and airport visitors. These include the call centre at 1929, WhatsApp service at 0115253333, email at [email protected], social media accounts, and GACA’s official website. Through these channels, GACA receives complaints concerning boarding passes, employee behaviour, and services for persons with disabilities and limited mobility.
International and Regional Impact
How does Saudi Arabia’s aviation oversight influence regional and global travel standards? GACA’s transparent classification system sets a benchmark for the Middle East and beyond. By publishing detailed complaint data and resolution rates, the authority provides a model that other regulators can emulate. For international travellers, the report offers reassurance that their concerns will be heard and addressed promptly. This is particularly important as Saudi Arabia welcomes a growing number of visitors from around the world, supported by expanded visa facilitation, new airline routes, and major events that draw millions of tourists and business travellers each year.
Regionally, the December 2024 results underscore the competitiveness of Saudi carriers and airports. SAUDIA, Flyadeal, and Flynas are key players in the regional aviation market, and their strong performance in complaint resolution enhances their appeal to passengers. Similarly, the recognition of airports such as Jeddah’s King Abdulaziz International and Tabuk’s Prince Sultan bin Abdulaziz reinforces the Kingdom’s reputation for world-class infrastructure and service. As air travel demand continues to rise across the Middle East, Saudi Arabia’s commitment to passenger-centric regulation positions it as a leader in aviation excellence and a reliable partner for international airlines and travellers.
Economic and Strategic Significance
Why is passenger satisfaction a strategic priority for Saudi Arabia’s economy? Aviation is a critical enabler of the Kingdom’s economic diversification agenda. The sector supports tourism, trade, and investment by connecting Saudi Arabia to global markets and facilitating the movement of people and goods. By ensuring high service standards and addressing passenger complaints effectively, GACA helps maintain confidence in Saudi aviation, which in turn boosts demand for travel and stimulates economic activity. The December 2024 classification report is therefore not just a consumer guide but also a tool for sustaining growth in a vital industry.
Moreover, the report’s emphasis on transparency and fair competition aligns with broader efforts to attract foreign investment and enhance the business environment. International companies looking to expand in the region consider the quality of infrastructure and services when making decisions. A well-regulated aviation sector with high complaint resolution rates signals reliability and efficiency, making Saudi Arabia a more attractive destination for corporate travellers and logistics operators. The monthly classifications also encourage airports and airlines to invest in training, technology, and process improvements, driving innovation and job creation within the sector.
Vision 2030 Alignment
How does GACA’s work support Saudi Vision 2030? The Vision aims to transform the Kingdom into a global hub for tourism, business, and logistics, with ambitious targets for passenger numbers and air connectivity. GACA’s regulatory framework, including the monthly classification reports, is integral to achieving these goals. By prioritising passenger protection and service quality, the authority helps build a world-class aviation ecosystem that can compete with leading international hubs. The December 2024 results demonstrate that Saudi carriers and airports are rising to the challenge, delivering high resolution rates and low complaint ratios even as passenger volumes grow.
Looking ahead, GACA’s continued focus on transparency and responsiveness will be essential as the Kingdom prepares for major events, expands its airport capacity, and welcomes new airlines. The authority’s efforts to train staff, publish guidelines, and maintain open communication channels reflect a long-term commitment to excellence. For international observers, the December 2024 classification is a clear signal that Saudi Arabia’s aviation sector is not only expanding but also maturing, with passenger satisfaction at its core. This alignment with Vision 2030 reinforces the Kingdom’s position as a forward-looking, globally engaged nation dedicated to providing exceptional travel experiences.
20 Questions
Q1. What is the GACA classification report?
A1. The GACA classification report is a monthly assessment by the General Authority of Civil Aviation that ranks air carriers and airports based on complaints filed by travellers, aiming to inform passengers and promote transparency.
Q2. When was the December 2024 report released?
A2. The report was released on January 21, 2025, via the Saudi Press Agency, providing data on complaints and resolution rates for December 2024.
Q3. How many complaints were filed by travellers in December 2024?
A3. A total of 1,074 complaints were filed by travellers on Saudi air carriers in December 2024, covering issues such as luggage, flights, and tickets.
Q4. Which airline had the fewest complaints?
A4. SAUDIA had the fewest complaints among airlines, with 20 complaints per 100,000 travellers and a 99% resolution rate.
Q5. Which airline ranked second?
A5. Flyadeal ranked second, with 21 complaints per 100,000 travellers and a 100% resolution rate.
Q6. Which airline ranked third?
A6. Flynas ranked third, with 24 complaints per 100,000 travellers and a 100% resolution rate.
Q7. What were the most common complaints about?
A7. The most common complaints in December 2024 were about luggage, flights, and tickets, which are typical categories in global aviation.
Q8. Which large international airport had the fewest complaints?
A8. King Abdulaziz International Airport in Jeddah, serving over six million passengers annually, had the fewest complaints with 20 per 100,000 travellers and a 96% resolution rate.
Q9. Which smaller international airport performed best?
A9. Prince Sultan bin Abdulaziz Airport in Tabuk had the fewest complaints among smaller international airports, with one complaint per 100,000 travellers and a 100% resolution rate.
Q10. Which domestic airport had the fewest complaints?
A10. Sharurah Domestic Airport had the fewest complaints among domestic airports, with two complaints per 100,000 passengers and a 100% resolution rate.
Q11. What is the purpose of the GACA classification report?
A11. The report aims to help passengers make informed choices, promote transparency, demonstrate GACA’s credibility, stimulate fair competition, and improve services.
Q12. How can travellers contact GACA?
A12. Travellers can contact GACA via the call centre at 1929, WhatsApp at 0115253333, email at [email protected], social media, and the GACA website.
Q13. What types of complaints does GACA receive?
A13. GACA receives complaints concerning boarding passes, employee behaviour, and services for persons with disabilities and limited mobility, among other issues.
Q14. What support does GACA provide to airports?
A14. GACA prepared a booklet with guidelines on handling traveller complaints, setting out service agreements and rules for all types of complaints and inquiries.
Q15. Does GACA train airline staff?
A15. Yes, GACA conducts regular workshops to train employees of national airlines and ground service companies on complying with passenger protection regulations.
Q16. How does the report benefit passengers?
A16. The report empowers passengers with reliable information about airline and airport performance, helping them choose services that meet their expectations.
Q17. How does the report promote competition?
A17. By publicly ranking carriers and airports, the report encourages healthy competition and motivates service providers to improve their performance and customer service.
Q18. What is the resolution rate for SAUDIA?
A18. SAUDIA achieved a complaint resolution rate of 99%, indicating that almost all complaints were addressed satisfactorily.
Q19. How does this report align with Vision 2030?
A19. The report supports Vision 2030 by enhancing passenger experience, boosting tourism, and reinforcing Saudi Arabia’s position as a global aviation hub.
Q20. What can travellers expect from future reports?
A20. Travellers can expect continued transparency and monthly updates, as GACA remains committed to monitoring performance and driving improvements across the aviation sector.
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