GACA Releases September 2026 Complaints Index for Airlines

The General Authority of Civil Aviation (GACA) released its monthly Complaints Performance Index for September 2026 on Monday, October 26, 2026, reporting a total of 1,778 passenger complaints against national air carriers and detailing resolution rates and complaint volumes across the Kingdom’s airlines and airports. The index, published through official Saudi channels and carried by the Saudi Press Agency, ranks airlines by complaints per 100,000 passengers and highlights airports with the lowest complaint rates, reinforcing GACA’s commitment to transparency and service quality across the Saudi aviation sector.

Is there any doubt that accountability is becoming a defining feature of Saudi Arabia’s aviation landscape? The September index shows Saudia recording the lowest complaint rate among national carriers, with 24 complaints per 100,000 passengers and a 100% on-time resolution rate. flynas ranked second with 35 complaints per 100,000 passengers and a 100% resolution rate, while Riyadh Air placed third with 57 complaints per 100,000 passengers and a 98% resolution rate. flyadeal ranked fourth with 101 complaints per 100,000 passengers and a 94% resolution rate. The data reflects a sector that is expanding rapidly while maintaining a strong focus on passenger experience.

Context and Background

How did Saudi Arabia’s aviation sector become one of the fastest-growing and most closely monitored in the region? The General Authority of Civil Aviation, the Kingdom’s civil aviation regulator, has steadily expanded its oversight and reporting mechanisms in recent years, and the monthly Complaints Performance Index is a central pillar of that effort. First introduced as part of GACA’s broader push to enhance transparency, the index provides a standardized, data-driven comparison of airlines and airports based on passenger feedback. It is published monthly and draws on complaints submitted through GACA’s official channels, offering a clear snapshot of service performance across the sector.

The September 2026 edition arrives at a time of remarkable growth for Saudi aviation. The Kingdom is investing heavily in airport infrastructure, expanding national carriers, and preparing to welcome tens of millions of additional visitors as part of Vision 2030. The National Aviation Strategy aims to connect Saudi Arabia to more than 250 destinations worldwide, triple passenger traffic, and increase the aviation sector’s contribution to gross domestic product. In this context, the Complaints Performance Index serves not only as a consumer protection tool but also as a competitive benchmark that encourages airlines and airports to raise their service standards continuously.

GACA has emphasized that the index is issued to enhance transparency and promote fair competition in developing and improving services. By publishing complaint rates and resolution percentages, the authority gives passengers reliable information while giving operators a clear incentive to address issues quickly. The approach aligns with international best practices in aviation regulation, where data transparency is increasingly seen as a driver of service improvement. For a sector undergoing rapid transformation, such accountability mechanisms help ensure that growth does not come at the expense of passenger satisfaction.

Key Details

What exactly do the September 2026 figures reveal about individual airlines and airports? GACA reported a total of 1,778 passenger complaints against airlines during the month. Saudia, the Kingdom’s flagship carrier, recorded the lowest complaint rate at 24 complaints per 100,000 passengers, with a 100% on-time resolution rate. flynas followed with 35 complaints per 100,000 passengers and a 100% resolution rate. Riyadh Air, the newest national carrier, ranked third with 57 complaints per 100,000 passengers and a 98% resolution rate, a strong performance for an airline still in its early operational phase. flyadeal ranked fourth with 101 complaints per 100,000 passengers and a 94% resolution rate.

The most frequently reported complaint categories in September were flight-related issues, followed by baggage services and tickets. These categories reflect the operational realities of a busy travel season and highlight areas where airlines continue to focus their improvement efforts. GACA’s data shows that the vast majority of complaints are resolved promptly, with three of the four national carriers achieving resolution rates at or above 98%. This indicates that airlines are not only receiving feedback but are also acting on it efficiently, a sign of mature customer service systems.

Among airports, King Khalid International Airport in Riyadh recorded the lowest complaint rate among international airports handling more than six million passengers annually, with 16 complaints and a 100% on-time resolution rate. Prince Naif bin Abdulaziz International Airport in Qassim recorded the lowest complaint rate among international airports handling fewer than six million passengers annually, with just one complaint and a 100% resolution rate. Among domestic airports, King Saud bin Abdulaziz Airport in Al-Baha recorded the lowest complaint rate, also with one complaint and a 100% resolution rate. These results demonstrate that high service standards are being maintained across airports of different sizes and locations.

International and Regional Impact

Why should the international community pay attention to Saudi Arabia’s aviation complaint index? The Kingdom’s aviation sector is not only a domestic concern but a vital link in global air travel. Saudi Arabia sits at the crossroads of Europe, Asia, and Africa, and its airports serve as major hubs for connecting flights. As the Kingdom expands its network of international routes and increases capacity, the reliability and quality of its airlines and airports have direct implications for travelers worldwide. The September index shows that Saudi carriers and airports are performing well by international standards, with complaint rates that compare favorably with global averages.

Regionally, the index reinforces Saudi Arabia’s position as a leader in aviation governance. By publishing detailed performance data, GACA sets a benchmark that encourages other countries in the Middle East and beyond to adopt similar transparency measures. The focus on resolution rates, not just complaint volumes, reflects a sophisticated understanding of customer service: it is not enough to receive few complaints; what matters is how quickly and effectively they are addressed. This approach enhances the Kingdom’s reputation as a reliable and passenger-friendly destination, supporting broader efforts to attract tourists, business travelers, and international events.

Economic and Strategic Significance

How does passenger satisfaction translate into economic value for Saudi Arabia? The aviation sector is a key enabler of Vision 2030’s economic diversification goals. Tourism, trade, and foreign investment all depend on efficient air connectivity, and passenger confidence is essential to sustaining growth. When travelers know that their concerns will be addressed promptly, they are more likely to choose Saudi carriers and airports, boosting revenues and reinforcing the Kingdom’s competitiveness. The September index, by highlighting high resolution rates, sends a positive signal to the global market.

Moreover, the index supports the strategic objective of increasing the aviation sector’s contribution to GDP. As Saudi Arabia invests in new airports, expands existing ones, and launches new airlines, maintaining high service standards is critical to realizing the full economic potential of these investments. The data-driven approach championed by GACA helps identify trends and areas for improvement, allowing operators to allocate resources effectively. In the long run, this fosters a virtuous cycle of investment, service enhancement, and passenger loyalty, all of which contribute to the Kingdom’s economic resilience and global standing.

Vision 2030 Alignment

How does the Complaints Performance Index fit into the broader Vision 2030 framework? Transparency, accountability, and continuous improvement are core principles of the Vision 2030 agenda, which seeks to transform Saudi Arabia into a global leader in various sectors, including aviation. The index embodies these principles by making performance data publicly available and encouraging fair competition. It also supports the National Aviation Strategy’s goal of tripling passenger traffic and connecting the Kingdom to 250 destinations, as passenger satisfaction is fundamental to achieving those targets.

Looking ahead, GACA’s commitment to publishing the index monthly ensures that progress will be tracked and celebrated. The September 2026 results show a sector that is not only growing but also maturing, with airlines and airports demonstrating strong resolution rates and low complaint volumes. As Saudi Arabia continues its journey toward Vision 2030, such initiatives will play a vital role in building a world-class aviation ecosystem that benefits passengers, the economy, and the Kingdom’s global image. The future of Saudi aviation looks bright, and the Complaints Performance Index is a testament to the Kingdom’s dedication to excellence.

20 Questions

Q1. What is the GACA Complaints Performance Index?

A1. The GACA Complaints Performance Index is a monthly report published by the General Authority of Civil Aviation that ranks national airlines and airports based on passenger complaints per 100,000 passengers and resolution rates, promoting transparency and service improvement.

Q2. When was the September 2026 index released?

A2. The index was released on Monday, October 26, 2026, by the General Authority of Civil Aviation, as reported by the Saudi Press Agency.

Q3. How many total complaints were filed against airlines in September 2026?

A3. GACA reported a total of 1,778 passenger complaints against airlines during September 2026, covering various categories such as flight issues, baggage, and tickets.

Q4. Which airline had the lowest complaint rate in September 2026?

A4. Saudia recorded the lowest complaint rate among national carriers, with 24 complaints per 100,000 passengers and a 100% on-time resolution rate.

Q5. How did flynas perform in the September 2026 index?

A5. flynas ranked second with 35 complaints per 100,000 passengers and a 100% resolution rate, demonstrating strong customer service performance.

Q6. What was Riyadh Air’s ranking and complaint rate?

A6. Riyadh Air ranked third with 57 complaints per 100,000 passengers and a 98% resolution rate, a notable achievement for a relatively new carrier.

Q7. Which airline ranked fourth in the index?

A7. flyadeal ranked fourth with 101 complaints per 100,000 passengers and a 94% resolution rate.

Q8. What were the most common complaint categories in September 2026?

A8. The most frequently reported complaint categories were flight-related issues, followed by baggage services and tickets.

Q9. Which airport had the lowest complaint rate among large international airports?

A9. King Khalid International Airport in Riyadh recorded the lowest complaint rate among international airports handling more than six million passengers annually, with 16 complaints and a 100% resolution rate.

Q10. Which airport topped the list for smaller international airports?

A10. Prince Naif bin Abdulaziz International Airport in Qassim recorded the lowest complaint rate among international airports handling fewer than six million passengers annually, with one complaint and a 100% resolution rate.

Q11. Which domestic airport had the lowest complaint rate?

A11. King Saud bin Abdulaziz Airport in Al-Baha recorded the lowest complaint rate among domestic airports, with one complaint and a 100% resolution rate.

Q12. Why does GACA publish this index monthly?

A12. GACA publishes the index to enhance transparency, promote fair competition, and encourage airlines and airports to continuously develop and improve their services for passengers.

Q13. How can passengers submit complaints to GACA?

A13. Passengers can submit complaints through GACA’s unified call center at 1929, WhatsApp at 0115253333, social media accounts, and the GACA website, available around the clock.

Q14. What types of complaints does GACA handle?

A14. GACA handles all types of complaints concerning air carriers, airports, and services under its remit, ensuring comprehensive passenger protection.

Q15. How does the index promote fair competition?

A15. By publicly ranking airlines and airports based on complaint rates and resolution rates, the index creates a benchmark that encourages operators to improve services and compete on quality.

Q16. What is the significance of a 100% resolution rate?

A16. A 100% resolution rate means that all complaints received were resolved on time, reflecting efficient customer service and a strong commitment to passenger satisfaction.

Q17. How does the index align with Vision 2030?

A17. The index supports Vision 2030 by promoting transparency, accountability, and service excellence in the aviation sector, which is a key pillar of economic diversification and global connectivity.

Q18. What impact does the index have on Saudi Arabia’s international reputation?

A18. The index enhances Saudi Arabia’s reputation as a transparent and passenger-focused aviation hub, boosting confidence among international travelers and investors.

Q19. Are there plans to expand the index in the future?

A19. GACA continues to develop its oversight mechanisms, and the monthly index is part of ongoing efforts to improve transparency and service quality across the aviation sector.

Q20. What message does the September 2026 index send to travelers?

A20. The index shows that Saudi airlines and airports are committed to high service standards, with low complaint rates and high resolution rates, reassuring travelers of a positive experience.

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