National airlines paid SAR 58 million in compensation to customers
Riyadh, September 18, 2023, According to the General Authority of Civil Aviation (GACA), national airlines paid out compensation to customers totaling SAR 58 million in the years 2021–2022, based on the terms of their legislation protecting passenger rights. According to GACA, these compensations were generally granted to resolve problems including delays, lost luggage, airline cancellations, and delays. The GACA emphasized its dedication to upholding passengers' rights; the current rules serve as a model for the revised standards that will take effect on November 20, 2023.
Abdulaziz Al-Dahmash, Executive Vice President for Quality and Passenger Experience at GACA, stated that safeguarding passengers' rights is essential to fostering a competitive aviation industry that benefits both the Kingdom and tourists. GACA also aims to make sure that passengers are well-informed about their rights and can easily navigate the process of requesting refunds in accordance with the law.
GACA reaffirmed its commitment to carrying out its regulatory and supervisory role in the aviation sector, which aims to protect the public interest through an impartial implementation of the regulations, thereby enhancing passenger satisfaction and elevating the travel experience within the Kingdom. GACA also reminded airlines, their representatives, and agents of the need to comply with the new regulations.
The upcoming guidelines will be among the most extensive ever used to protect passengers. They are an essential component of the larger Saudi Aviation Strategy, which seeks to increase the sector's competitiveness globally and unleash tourism's potential. This aligns with the goals of Saudi Vision 2030, which sees up to 330 million passengers using air transportation annually by the year 2030.