Saudi Gazette report

RIYADH — The General Authority of Civil Aviation (GACA) has been keen to provide distinguished services to travelers and preserve their rights at the Kingdom's airports.

On the occasion of World Consumer Rights Day, GACA reviewed the steps it has taken in order to preserve the rights of travelers in Saudi airports. This is achieved through many measures, as GACA has established a specialized department to oversee all matters relating to the protection of consumer rights. It aims to preserve the rights of passengers, take care of customer protection, and the quality of services provided to travelers throughout the Kingdom’s airports and the air carriers alike. Meanwhile, GACA has also raised the level of civil aviation services.

GACA has issued a set of executive regulations to protect the rights of customers by decision of the General Authority of Civil Aviation Board of Director’s No. (20/380) dated 26/5/1438, and its provisions apply to flights departing from the Kingdom’s airports, whether on national air carriers, or foreign airlines.

The Customer Protection Department is committed to many tasks and responsibilities, including the implementation of the provisions of the executive regulations and putting them into practice, by issuing the instructions and mechanisms necessary for their implementation.

The department also supervises the guidance of the authorities operating in the air transport sector in everything related to customer rights and the mechanism for dealing with it, in addition to receiving customer complaints regarding what falls within the scope of customer protection and analysis them.

GACA has obligated air carriers operating in the Kingdom to pay compensation in excess of SR65 million to travelers, after violating the terms and obligations of air transport contracts with them. This procedure comes in implementing the provisions of the regulation of protecting the rights of customers and in line with the directives of GACA toward upgrading the level of services provided to travelers, and improving their experience in accordance with the highest international standards.