Riyadh: The General Authority of Civil Aviation (GACA) released yesterday its classification index for air transport service providers and airports based on the number of complaints submitted by passengers in March 2026.
According to Saudi Press Agency, GACA reported 2,033 complaints against airlines during the month. Saudia Airlines recorded the lowest rate, with 27 complaints per 100,000 passengers and a 76% on-time resolution rate. flyadeal ranked second with 64 complaints per 100,000 passengers and a 99% resolution rate, followed by flynas with 78 complaints per 100,000 passengers and a full 100% resolution rate.
The index highlighted that the most common complaints in March were related to flights, followed by ticketing and baggage services.
Among international airports handling more than six million passengers annually, King Abdulaziz International Airport in Jeddah recorded the lowest complaint rate at 1% per 100,000 passengers, equivalent to 30 complaints, with a 95% resolution rate.
For international airports handling fewer than six million passengers annually, King Abdullah International Airport in Jazan ranked lowest, with just one complaint (0.4% per 100,000 passengers) and a 100% resolution rate.
In the domestic airports index, Gurayat Airport recorded the lowest number of complaints, with three per 100,000 passengers (one complaint), achieving a 100% resolution rate.
The authority stated that the monthly report aims to inform passengers about service provider performance, help them make informed choices, enhance transparency, and foster fair competition to improve service quality.
GACA has developed a guide outlining procedures for handling passenger complaints and the service level agreements that must be met. It has also conducted specialized training workshops for airline and ground service staff to ensure compliance with executive regulations on customer rights protection.
GACA also noted that it provides multiple 24/7 communication channels for passenger engagement, including the unified call center (1929), WhatsApp service (0115253333), official social media accounts, and its website. Through these channels, the authority receives complaints related to boarding procedures, staff conduct, accessibility services for persons with disabilities, and other service issues.
