Saudi Arabia’s General Authority of Civil Aviation published its December 2024 airline and airport rankings based on passenger complaints submitted to the authority.
Complaints against Saudi airlines totaled 1,074. Saudia had the lowest rate at 20 per 100,000 passengers, resolving 99% within the prescribed time, according to the Saudi Press Agency.
Flynas ranked second at 21 complaints per 100,000 passengers and 100% timely resolution, followed by flyadeal at 24 and 100%. Baggage generated the most complaints, followed by tickets and flights.
Among international airports handling more than six million annual passengers, Jeddah’s King Abdulaziz International Airport had the lowest complaint rate, reported as 0.4 per 100,000 passengers, with 20 complaints and 96% timely resolution.
Among international airports below six million passengers, Prince Sultan International Airport recorded one complaint, a reported rate of one per 100,000, with 100% timely resolution.
Sharurah had the lowest domestic-airport complaint rate, reported as 16 per 100,000 passengers, with two complaints and 100% timely resolution.
The monthly report informs travelers about providers’ complaint handling, supports informed choices, promotes transparency and fair competition, and encourages service improvement.
The authority also distributed an airport complaint-handling guide covering rules and service-level agreements for complaints and inquiries. Workshops train national airline and ground-handling staff in direct passenger contact to comply with customer-rights protection regulations.
Source: Saudi Press Agency.
