The Saudi General Authority of Civil Aviation (GACA) has issued its ranking index of air transport service providers and airports, based on the number of complaints submitted by travelers to the authority during April 2025.
The air transport service providers ranking index issued by GACA revealed that the total number of complaints filed against airlines in April 2025 reached 1,267, according to the authority's website.
"flynas" came first as the airline receiving the fewest complaints, at a rate of 22 complaints per 100,000 passengers, while its rate of handling complaints on time reached 100%.
Saudia came second with 23 complaints per 100,000 passengers and a response rate of 99%, while "flyadeal" ranked third after recording 38 complaints per 100,000 passengers, with a handling rate of 100%.
The authority noted that Prince Mohammad bin Abdulaziz Airport in Madinah had the fewest complaints submitted to the authority, at a rate of 0.2 per 100,000 passengers, in the index for international airports handling more than 6 million passengers annually, with two complaints and an on-time complaint handling rate of 100%.
Abha International Airport also had the fewest complaints submitted to the authority in the index for international airports handling fewer than 6 million passengers annually, at a rate of 1 per 100,000 passengers with 3 complaints, and an on-time complaint handling rate of 100%.
In the domestic airports index, King Saud Airport had the fewest complaints submitted to the authority, at a rate of 3 per 100,000 passengers with one complaint, and an on-time complaint handling rate of 100%.
The authority stated that issuing the monthly report of the ranking index of air transport service providers and airports in terms of complaints submitted to the authority aims to provide travelers with information on the performance of air transport service providers and airports in resolving their customers' complaints, so that travelers can choose the appropriate service provider, as well as to enhance transparency, demonstrate the authority's credibility and its attention to travelers' complaints, and stimulate fair competition among air transport service providers and airports to develop and improve services.
In support of its airport partners, GACA prepared a handbook with guidelines on how to handle travelers' complaints at airports, which was distributed to airport operators. It sets out the controls and the service level agreements that must be adhered to for all types of complaints and inquiries, along with training employees of Saudi airlines and ground handling companies who deal directly with travelers to comply with the executive regulations for the protection of customer rights, through holding workshops.
It is noteworthy that the authority has provided multiple round-the-clock communication channels to ensure interaction with travelers and airport users through the following channels: the unified call center 1929, the "WhatsApp" service on 0115253333, social media accounts, email and the website, through which it receives complaints about the issuance of boarding passes, staff conduct, services for people with disabilities and reduced mobility, and others.
To view the post on the website of the Saudi General Authority of Civil Aviation, click here.
