Saudia Tops GACA Carrier Classifications in December

Saudi Arabia’s General Authority of Civil Aviation (GACA) has released its December classification of air transport service providers and airports, highlighting their performance to help passengers make informed choices.

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Key Findings

• GACA recorded 1,074 complaints from travelers regarding Saudi air carriers in December 2024.
• Saudia emerged as the top airline, with the fewest complaints at a rate of 20 per 100,000 travelers and an impressive complaint resolution rate of 99%.

Other Airlines Performance

1. Flyadeal
   • Complaints: 21 per 100,000 travelers
   • Resolution Rate: 100%
2. Flynas
   • Complaints: 24 per 100,000 travelers
   • Resolution Rate: 100%

The most common complaints reported were related to luggage, flights, and tickets.

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Airport Performance

International Airports

Among international airports with more than six million passengers annually:

• King Abdulaziz International Airport in Jeddah had the fewest complaints at 20 per 100,000 travelers and a resolution rate of 96%.

Smaller International Airports

Among international airports with fewer than six million passengers annually:

• Prince Sultan bin Abdulaziz Airport in Tabuk recorded the fewest complaints at 1 per 100,000 travelers, achieving a 100% resolution rate.

Domestic Airports

For domestic airports:

• Sharurah Domestic Airport had the lowest complaints at 2 per 100,000 passengers, also with a 100% resolution rate.

GACA’s Commitment to Improvement

GACA’s monthly classification report aims to promote transparency, assist passengers in making informed choices, and stimulate fair competition within the aviation sector.

Support Initiatives

• GACA has prepared a booklet with guidelines on handling traveler complaints, distributed among airport operators to set service agreements and standards for managing complaints and inquiries.
• The authority also conducts regular workshops to train employees of national airlines and ground service companies on passenger protection regulations.

This initiative reflects GACA’s commitment to enhancing service quality and addressing traveler concerns effectively.

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