GACA Issues Air Carriers and Airports Classifications for August

The General Authority of Civil Aviation (GACA) has released its monthly performance classification for air carriers and airports for August 2024, revealing high complaint resolution rates and identifying top-performing aviation hubs across the Kingdom. The report, issued in Riyadh, is based on the number of complaints filed by travelers and aims to provide transparency while helping passengers make informed choices.

Context and Background

GACA’s monthly classification is a key initiative under Saudi Arabia’s Vision 2030, designed to enhance the quality of services in the aviation sector and align with international best practices. By publishing complaint data, GACA promotes fair competition and encourages continuous improvement among service providers. The report categorizes airports by passenger volume and highlights airlines’ responsiveness to traveler concerns. This transparency builds trust and supports the Kingdom’s goal of becoming a global aviation hub.

Key Details

In August 2024, GACA received 1,505 complaints against Saudi air carriers. SAUDIA Airlines recorded the fewest complaints, with only 13 per 100,000 travelers and a 100% resolution rate. Flynas followed with 17 complaints per 100,000 travelers and a 100% resolution rate, while Flyadeal had 23 complaints per 100,000 travelers, also achieving a 100% resolution rate. The most common complaints were related to luggage, flights, and tickets.

Among international airports handling over 6 million passengers annually, King Khalid International Airport in Riyadh had the fewest complaints, at five per 100,000 travelers, with a 100% resolution rate. For airports with less than 6 million passengers, Abha International Airport stood out with just two complaints per 100,000 travelers and a 100% resolution rate. Among domestic airports, Bisha Airport excelled with one complaint per 100,000 passengers and a 100% resolution rate.

Implications and Impact

These results underscore GACA’s commitment to passenger protection and service excellence. The authority maintains multiple communication channels, including a unified call center (1929), WhatsApp (0115253333), email ([email protected]), and social media, to address traveler feedback around the clock. GACA has also distributed a booklet to airport operators outlining guidelines for handling complaints and conducts regular workshops to train airline and ground service staff on passenger protection regulations. This proactive approach not only improves traveler experiences but also boosts the Kingdom’s competitiveness in the global aviation market.

Vision 2030 Alignment

By fostering a culture of transparency and accountability, GACA’s initiatives directly support Vision 2030’s objectives to enhance the quality of life, increase non-oil revenues, and position Saudi Arabia as a leading tourism and business destination. The continuous improvement in aviation services is vital for handling the projected growth in passenger traffic and ensures that travelers have a seamless experience, reflecting the Kingdom’s broader modernization efforts.

20 Questions

Q1. What is the purpose of GACA’s monthly classification report?

A1. The report provides passengers with information about the performance of air transport service providers and airports, promotes transparency, stimulates fair competition, and helps travelers make informed choices.

Q2. How many complaints were filed by travelers on Saudi air carriers in August 2024?

A2. GACA received a total of 1,505 complaints against Saudi air carriers in August 2024, covering various issues related to air travel services.

Q3. Which airline had the fewest complaints per 100,000 travelers in August?

A3. SAUDIA Airlines had the fewest complaints, with 13 per 100,000 travelers, and achieved a 100% complaint resolution rate.

Q4. What was Flynas’s complaint rate and resolution rate?

A4. Flynas recorded 17 complaints per 100,000 travelers and a 100% resolution rate, placing it second among airlines.

Q5. How did Flyadeal perform in the August classification?

A5. Flyadeal had 23 complaints per 100,000 travelers and a 100% resolution rate, ranking third among the carriers.

Q6. What were the most common complaints in August 2024?

A6. The most common complaints were about luggage, flights, and tickets, reflecting typical areas of concern for air travelers.

Q7. Which international airport with over 6 million passengers had the fewest complaints?

A7. King Khalid International Airport had the fewest complaints, at five per 100,000 travelers, with a perfect resolution rate.

Q8. Which airport with less than 6 million passengers had the fewest complaints?

A8. Abha International Airport had the fewest complaints, with only two per 100,000 travelers and a 100% resolution rate.

Q9. Which domestic airport performed best in terms of complaints?

A9. Bisha Airport had the fewest complaints among domestic airports, with just one per 100,000 passengers and a 100% resolution rate.

Q10. What communication channels does GACA offer for travelers?

A10. GACA provides a unified call center (1929), WhatsApp (0115253333), email ([email protected]), social media accounts, and its website for traveler interaction.

Q11. What types of complaints does GACA handle?

A11. GACA handles complaints concerning boarding passes, employee behavior, services for persons with disabilities, luggage, flights, tickets, and other travel-related issues.

Q12. How does GACA support airport partners in dealing with complaints?

A12. GACA prepared a booklet with guidelines on complaint handling, which has been circulated among airport operators, outlining service agreements and rules for all types of complaints.

Q13. What training does GACA provide to airline and ground service employees?

A13. GACA conducts regular workshops to train employees of national airlines and ground service companies on complying with passenger protection regulations.

Q14. Why is the monthly classification important for passengers?

A14. It helps passengers make informed choices by providing data on airline and airport performance, promoting transparency and accountability in the aviation sector.

Q15. How does the classification stimulate competition?

A15. By publicly comparing complaint rates and resolution rates, it encourages airlines and airports to improve services and compete for better performance.

Q16. What is GACA’s role in Saudi Arabia’s aviation sector?

A16. GACA regulates and oversees civil aviation, ensuring safety, efficiency, and service quality, while supporting the Kingdom’s Vision 2030 goals.

Q17. How does this initiative align with Vision 2030?

A17. It enhances service quality and transparency, contributing to Vision 2030’s objectives of improving quality of life and positioning Saudi Arabia as a global aviation hub.

Q18. What percentage of complaints were resolved by the top airlines?

A18. SAUDIA, Flynas, and Flyadeal all achieved a 100% complaint resolution rate, demonstrating their commitment to customer satisfaction.

Q19. How often does GACA issue these classifications?

A19. GACA issues the classification monthly, providing regular updates on the performance of air carriers and airports based on traveler complaints.

Q20. What is the significance of the high resolution rates?

A20. High resolution rates indicate that airlines and airports are responsive to traveler concerns, enhancing passenger trust and overall service quality in Saudi aviation.

---