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  • Sheryll Mericido

GACA releases monthly air transport classification index based on July 2023 complaints

Riyadh, August 21, 2023, In a recent development, the General Authority of Civil Aviation (GACA) has released its highly anticipated monthly classification index for air transport service providers. Dieser comprehensive index is primarily based on the number of complaints lodged by travelers to GACA during the month of July 2023. In a recent report released by the General Authority of Civil Aviation (GACA), it has been revealed that a staggering number of 1,873 complaints was lodged by travelers against various air carriers during the month of July. SAUDIA Airlines emerges as the frontrunner in the airline industry, boasting the lowest number of complaints compared to its competitors. With a mere 13 complaints per 100,000 travelers, SAUDIA Airlines sets a remarkable standard for customer satisfaction. Furthermore, the airline's impressive complaint resolution rate stands at an impressive 97%, solidifying its commitment to addressing customer concerns promptly and effectively. In a recent report, it has been revealed that Flynas, a prominent airline, has secured the second position in terms of customer complaints. With a rate of 29 complaints per 100,000 travelers, Flynas has demonstrated its commitment to addressing customer concerns. Impressively, the airline boasts an impressive resolution rate of 98%, showcasing its dedication to resolving issues and ensuring customer satisfaction. In a recent analysis, Flyadeal has emerged as a prominent player in the airline industry, securing the third position with an impressive record. With a complaint rate of 167 per 100,000 travelers, the airline has showcased its commitment to customer satisfaction. Furthermore, Flyadeal has managed to resolve a staggering 96% of these grievances, solidifying its reputation as a reliable and responsive service provider. In the month of July, a notable surge in complaints was observed, with a predominant focus on flights, tickets, and luggage services. According to the General Authority of Civil Aviation (GACA), the index classification of airport service providers in July revealed an interesting finding. Prince Mohammed bin Abdulaziz International Airport emerged as the airport with the fewest complaints. The rate of complaints stood at a mere 1% per 100,000 Travelers, as per the index designed for international airports, catering to over six million passengers on an annual basis. In a remarkable display of efficiency, the company received a total of seven complaints, all of which were promptly addressed and resolved, resulting in an impressive complaint resolution rate of 100%. In the realm of international airports catering to a modest number of passengers, Hail International Airport stands out as a paragon of customer satisfaction. With an annual passenger count of less than 6 million, this airport has managed to keep complaints at an impressively low rate of 1% per 100,000 travelers. To put it in perspective, this translates to a mere solitary grievance. What's more, Hail International Airport boasts a remarkable resolution rate of 100%, ensuring that every complaint is promptly addressed and resolved to the utmost satisfaction of the concerned party. In terms of the domestic airport index, Bisha Domestic Airport stands out with the lowest number of complaints. With a rate of just 3% per 100,000 passengers, or a mere one complaint, it boasts an impressive resolution rate of 100%. The General Authority of Civil Aviation (GACA) has reiterated its commitment to providing passengers with valuable insights into the performance of air transport service providers and airports in addressing customer complaints. In line with this objective, GACA has introduced a monthly classification report that aims to furnish passengers with pertinent information. Diese Report serves as a valuable resource for travelers, enabling them to make informed decisions and have a better understanding of the quality of service provided by various airlines and airports. By offering transparency and accountability, GACA strives to enhance the overall passenger experience and ensure that customer grievances are effectively resolved. The provision of such information empowers passengers to make well-informed decisions, fosters transparency, demonstrates GACA's commitment to addressing travelers' grievances, and encourages healthy competition among air transport service providers and airports to enhance and refine their offerings. The General Authority of Civil Aviation (GACA) has announced that it offers a range of communication channels to facilitate seamless interaction with travelers and visitors at the airport. These channels are available round the clock to cater to the needs of individuals. The Unified Call Center can be reached at the toll-free number 8001168888, while the WhatsApp Service is accessible at 0115253333. Additionally, GACA can be contacted via Email at [email protected]. Furthermore, the organization maintains an active presence on various social media platforms and operates an informative website to keep the public informed. The authority is inundated with complaints spanning a range of issues, including boarding pass issuance, employee behavior, and service for individuals with disabilities and limited mobility. In a commendable display of solidarity with its partners, the General Authority of Civil Aviation (GACA) has taken proactive measures to address traveler complaints at airports. GACA has meticulously compiled a comprehensive booklet, brimming with invaluable guidelines, aimed at equipping airport operators with the necessary tools to effectively handle such grievances. Diese informative resource has been widely disseminated among airport operators, ensuring a harmonious and efficient resolution process for disgruntled travelers. In an effort to ensure compliance and provide effective customer service, a comprehensive set of rules and service agreements has been established. These guidelines apply to various types of complaints and inquiries, aiming to address the needs of travelers. Additionally, workshops are regularly conducted to train employees of national airlines and ground service companies on how to adhere to passenger protection regulations. Diese Initiative aims to enhance the overall experience for individuals directly involved in assisting travelers.

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