The General Authority of Civil Aviation (GACA) today issued its complaint performance ranking index for national air carriers and airports, based on the number of complaints submitted by passengers to the authority during May.
GACA said the total number of passenger complaints against airlines reached 2,155. It noted that Saudia recorded the lowest complaint rate among airlines, with 43 complaints per 100,000 passengers and an on-time complaint resolution rate of 81%, while flynas ranked second with 58 complaints per 100,000 passengers and a complaint resolution rate of 100%.
flyadeal ranked third with 90 complaints per 100,000 passengers and a complaint resolution rate of 99%, according to the index. The most common categories of complaints during May were related to flights, followed by tickets and baggage services.
The authority indicated that King Khalid International Airport recorded the lowest complaint rate among international airports handling more than six million passengers annually, with complaints accounting for 1% per 100,000 passengers, equivalent to 13 complaints, and a complaint resolution rate of 100%.
Prince Naif International Airport recorded the fewest complaints among international airports handling fewer than six million passengers annually, at 1% per 100,000 passengers, equivalent to only one complaint, with a complaint resolution rate of 100%.
In the domestic airports category, King Saud Airport recorded the lowest complaint rate at 3% per 100,000 passengers, equivalent to one complaint, with a complaint resolution rate of 100%.
GACA also noted that it provides multiple 24/7 communication channels for passenger engagement, including the unified call center (1929), WhatsApp service (0115253333), official social media accounts, and its website. Through these channels, the authority receives complaints related to boarding procedures, staff conduct, accessibility services for persons with disabilities, and other service issues.
Source: Riyadh Daily