GACA revealed the total number of complaints lodged by travelers on air carriers during the month of January amounted to (447) complaints in total. The index showed Saudi Arabian Airlines as the least airline company with (8) complaints per 100,000 passengers and a timely complaint processing rate of 99%, while Flyadeal came in second, with (20) complaints per 100,000 passengers with a timely complaint handling rate of 96%. Meanwhile, Flynas came in third with (28) complaints per 100,000 passengers and timely complaint handling rate of 90%.

The most common complaints for the month of January were about refunding the value of tickets, followed by cancelation of flights, and lastly delayed flights.

GACA further explained that the index for rating airports for the month of January indicated that Prince Mohammed Bin Abdulaziz International Airport in Madinah was the lowest airport in terms of complaints submitted to the authority, with a rate of 0.3% per 100,000 passengers in the index of international airports that has a capacity exceeding 6 million passengers annually, with one complaint and a timely complaint processing rate of 100%.

Meanwhile, Abha International Airport also was the lowest airport in terms of complaints submitted to the authority in the index of international airports where the number of passengers is less than 6 million passengers annually at a rate of 1% per 100,000 passengers, with 2 complaints, and a timely complaint processing rate of 100%. Lastly, in the indicator for domestic airports, Najran Airport was the lowest in terms of complaints submitted to the authority, with a rate of 4% per 100,000 passengers, with 2 complaints and a timely complaint-processing rate of 100%.

GACA explained that the issuance of the monthly report for the classification of air carriers and airports (in terms of complaints submitted to the authority), aims to provide information to travelers about the performance of air carriers and airports in resolving their customers' complaints. This to enable travelers to choose the appropriate service provider, in addition to enhance transparency and demonstrate GACA’s credibility and keenness on travelers’ complaints. Furthermore, stimulates fair competition between air carriers and airports to develop and improve services.

It is worth noting that GACA has provided multiple communication channels around the clock to ensure interaction with travelers and airport goers through the following communication channels: the unified call center (8001168888)(WhatsApp) service via the number (0115253333), social media accounts, e-mail, and the website. GACA receives complaints through the aforementioned channels that varied between issuing boarding passes, dealing with employees, serving people with disabilities and limited movement, and other complaints.

And in an effort by GACA to support its partners at the airports, the authority has prepared a booklet that includes instructions on how to deal with passenger complaints at airports, and circulate it to airport operators, as it specifies controls and service level agreements that must be adhered to for all types of complaints and inquiries. This in addition to training employees of national airlines and ground service companies, those who deal directly with travellers to comply with the executive regulations for protecting the rights of customers, through workshops held for them from time to time. — SG