The Saudi Arabia General Authority of Civil Aviation (GACA) released its classification index for air transport service providers and airports based on passenger complaints in March 2026.
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.
According to the index, the most common complaints in March 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 specialised training
workshops for airline and ground service staff to ensure compliance with
executive regulations on customer rights protection. -TradeArabia News Service