GACA Names Top Saudi Airlines, Airports in April

The General Authority of Civil Aviation (GACA) has released its monthly classification of air transport service providers for April 2024, based on passenger complaints, highlighting top-performing airlines and airports in Saudi Arabia. The report, issued on May 20, 2024, via the Saudi Press Agency, aims to inform travelers about service quality and promote transparency in the aviation sector.

Context and Background

GACA’s monthly classification is part of its ongoing efforts to enhance the passenger experience and encourage competition among service providers. The assessment is derived from complaints filed by travelers during the month, covering categories such as luggage handling, flight delays, ticketing issues, and staff behavior. This initiative aligns with Saudi Arabia’s broader Vision 2030 goals of improving service sectors and elevating the Kingdom’s status as a global aviation hub.

Key Details

In April 2024, GACA received 924 complaints against Saudi air carriers. Among airlines, SAUDIA Airlines recorded the fewest complaints, with 10 per 100,000 passengers and a resolution rate of 91%. Flynas followed with 16 complaints per 100,000 passengers and a 99% resolution rate, while Flyadeal had 18 complaints per 100,000 passengers and a 96% resolution rate. The most common complaints pertained to baggage, flight operations, and ticket reservations.

For airports, among international hubs handling over six million passengers annually, Prince Mohammad bin Abdulaziz International Airport (Madinah) reported the fewest complaints, with two (0.30 per 100,000 travelers) and a 100% resolution rate. In the category of international airports with fewer than six million passengers, King Abdulaziz International Airport had just one complaint (0.01 per 100,000) and a 100% resolution rate. Among domestic airports, Najran Airport excelled with one complaint (0.01 per 100,000) and a 100% resolution rate.

Implications and Impact

This classification underscores the commitment of Saudi carriers and airports to service excellence and passenger satisfaction. The high resolution rates, often near 100%, reflect robust complaint-handling mechanisms. It also empowers travelers with data to make informed choices, fostering a competitive environment that drives continuous improvement. This transparency is crucial as Saudi Arabia expands its aviation sector, preparing for increased international traffic and tourism under Vision 2030.

Vision 2030 Alignment

GACA’s monthly reports are a testament to the Kingdom’s dedication to world-class infrastructure and services, core pillars of Vision 2030. By prioritizing passenger rights and operational efficiency, Saudi Arabia is building a resilient aviation ecosystem that supports economic diversification, tourism growth, and global connectivity. This initiative, coupled with airport expansions and the launch of new carriers, positions the Kingdom as a leading aviation hub in the region and beyond.

20 Questions

Q1. What is the purpose of GACA’s monthly classification of air transport providers?

A1. The purpose is to inform passengers about the performance of airlines and airports based on complaint data, promoting transparency and helping travelers make informed choices. It also encourages fair competition and service improvement.

Q2. How does GACA determine the rankings in the classification?

A2. Rankings are based on the number of complaints filed by travelers during the month, calculated per 100,000 passengers. This provides a normalized comparison across airlines and airports of varying sizes.

Q3. Which Saudi airline received the fewest complaints in April 2024?

A3. SAUDIA Airlines received the fewest complaints, with 10 per 100,000 travelers, and a complaint resolution rate of 91%.

Q4. What was the overall number of complaints filed against Saudi air carriers in April?

A4. GACA received a total of 924 complaints against Saudi air carriers in April 2024.

Q5. Which airline had the highest complaint resolution rate in April?

A5. Flynas had the highest resolution rate at 99%, with 16 complaints per 100,000 travelers.

Q6. What were the most common types of complaints in April?

A6. The most common complaints were related to luggage, flights, and tickets.

Q7. Which international airport with over six million passengers had the fewest complaints?

A7. Prince Mohammad bin Abdulaziz International Airport (Madinah) had the fewest complaints, with two, a rate of 0.30 per 100,000 travelers, and a 100% resolution rate.

Q8. Which international airport with less than six million passengers performed best?

A8. King Abdulaziz International Airport had only one complaint, with a rate of 0.01 per 100,000 travelers, and a 100% resolution rate.

Q9. Which domestic airport had the best performance?

A9. Najran Airport had the fewest complaints, with one, a rate of 0.01 per 100,000 passengers, and a 100% resolution rate.

Q10. What does GACA aim to achieve with this monthly report?

A10. The report aims to help passengers choose service providers, promote transparency and credibility, stimulate fair competition, and encourage continuous improvement in services.

Q11. How can travelers file complaints with GACA?

A11. Travelers can reach GACA through multiple channels: the Unified Call Center at 1929, WhatsApp at 0115253333, email at [email protected], social media accounts, and the GACA website.

Q12. What types of complaints does GACA handle?

A12. GACA handles complaints concerning boarding passes, employee behavior, and services for persons with disabilities and limited mobility, among others.

Q13. Did GACA provide any support to airports regarding complaints?

A13. Yes, GACA prepared a booklet with guidelines for handling traveler complaints and distributed it to airport operators, outlining service agreements and rules.

Q14. How does GACA train airline staff to deal with complaints?

A14. GACA conducts regular workshops for employees of national airlines and ground service companies, focusing on passenger protection regulations and complaint resolution.

Q15. Are the complaint resolution rates a reflection of service quality?

A15. Yes, high resolution rates indicate that complaints are being addressed effectively, reflecting a commitment to customer service and operational responsiveness.

Q16. How does this classification benefit passengers?

A16. It empowers passengers with transparent performance data, enabling them to make informed choices about airlines and airports, and promotes accountability among service providers.

Q17. Does this report support Saudi Arabia’s Vision 2030?

A17. Absolutely, it aligns with Vision 2030’s goals of enhancing service quality, improving the business environment, and developing world-class infrastructure to boost tourism and global connectivity.

Q18. What time period does this classification cover?

A18. The classification covers the month of April 2024, with data based on complaints filed during that period.

Q19. How often does GACA release this classification?

A19. GACA releases this classification on a monthly basis, providing regular updates on the performance of airlines and airports.

Q20. Where was this announcement made?

A20. The announcement was made via the Saudi Press Agency (SPA) on May 20, 2024, reportedly from Riyadh, and has been widely circulated through official channels.

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