Riyadh: The General Authority of Civil Aviation (GACA) released its H1 2026 report indicating that its beneficiary care center managed 191,619 interactions through multiple channels. These channels included phone calls, WhatsApp, website queries, emails, X messages, Tawakkalna complaints, and sign language support calls.

According to Saudi Press Agency, the center is operated by skilled Saudi nationals who have maintained impressive operational standards. The center recorded a 12-second average response time, with an average call duration of 4 minutes and 21 seconds. It achieved a 1% call loss rate and an 86% first-time resolution rate. The center reached an 87% overall satisfaction rating, reflecting its efficiency and effectiveness in handling interactions.

GACA is committed to further improving its beneficiary care ecosystem by expanding its digital channels. The authority focuses on tracking key performance metrics and utilizing interaction data to enhance service quality and responsiveness, ensuring continued high satisfaction among its beneficiaries.