Riyadh: The General Authority of Civil Aviation (GACA) has released its classification index for air transport service providers and airports, based on passenger complaints submitted to the authority during May 2025.
According to Saudi Press Agency, GACA reported a total of 1,342 passenger complaints against airlines. Flynas had the fewest complaints with 35 per 100,000 passengers and a 100% on-time complaint resolution rate. Saudia followed with 39 complaints per 100,000 passengers, also achieving a 100% resolution rate. Flyadeal recorded 40 complaints per 100,000 passengers, maintaining a 100% resolution rate. The most frequent complaints were related to baggage, followed by flight issues and ticketing concerns.
Among international airports with more than 6 million passengers annually, King Khalid International Airport in Riyadh had the lowest complaint rate, with 0.4 complaints per 100,000 passengers. It received a total of 16 complaints, all resolved on time.
For international airports with fewer than 6 million passengers annually, Prince Naif International Airport recorded the fewest complaints, with just one complaint, equivalent to 1% per 100,000 passengers, and a 100% resolution rate. King Saud Airport, a domestic airport, also had one complaint, equal to 3% per 100,000 passengers, with a 100% resolution rate.
GACA highlighted that the monthly classification report aims to inform passengers about air transport service providers' and airports' performance in handling complaints. This initiative helps travelers select suitable service providers, enhances transparency, demonstrates commitment to passenger concerns, and promotes fair competition to improve service quality.
To support partner airports, GACA has prepared a booklet with instructions on handling passenger complaints, distributed to airport operators. The booklet outlines regulations and service-level agreements for all types of complaints and inquiries. Workshops have been held to train staff from national airlines and ground service companies, especially those interacting directly with passengers, on complying with the executive regulations for customer rights protection.
GACA offers multiple communication channels, available round the clock, to ensure continuous engagement with passengers and airport visitors. These include a unified call center, WhatsApp service, social media accounts, email, and the official website. Complaints can cover issues like boarding pass issuance, staff conduct, and services for persons with disabilities and limited mobility.