The General Authority of Civil Aviation (GACA) issued today an index for the classification of air carriers and airports based on the number of complaints submitted by travelers to GACA during the month of July 2021.
GACA revealed the total complaints lodged by passengers on air carriers during July, which amounted to (340) complaints. The index showed Saudi Arabian Airlines as the least airline company with (7) complaints for every 100,000 passengers and a complaint processing rate on time reached 66%, flyadeal came in second with 17 complaints per 100,000 passengers during with a timely processing rate of 87%, while flynas came in third, where the number of complaints reached (20) complaints per 100,000 passengers, with a rate of complaints that were handled in a timely manner, reaching 79%.
The most common complaint classifications for July came about refunding the value of tickets, followed by cancelled flights, refused boarding and delayed flights.
GACA explained that the index for rating airports indicated that King Fahd International Airport in Dammam was the lowest airports in terms of complaints submitted to the authority for every 100,000 passengers in July, with two complaints and a timely complaint processing rate of 86%. Meanwhile, Prince Mohammed bin Abdulaziz International Airport in Madinah came in second and reported two complaints for every 100,000 passengers that were submitted to the airport and a 100% processing rate. Furthermore, Prince Naif bin Abdulaziz International Airport in Qassim came third with two complaints for every 100,000 passengers and a timely complaint processing rate of 100%. The following airports, respectively had the lowest complaints per 100,000 passengers; Prince Sultan bin Abdulaziz International Airport in Tabuk, King Khalid International Airport in Riyadh, Najran Airport, King Abdulaziz International Airport in Jeddah, King Abdullah bin Abdulaziz International Airport in Jazan, Hail International Airport, Abha International Airport, Bisha Airport, Taif International Airport, Al-Jawf International Airport, Wadi Al-Dawasir Airport, Prince Abdul Mohsen bin Abdulaziz International Airport in Yanbu, Turaif Airport and Sharurah Airport.
GACA explained that the issuance of the monthly report for the classification of air carriers and airports, in terms of complaints submitted to the authority, aims to provide travelers with information on the performance of air carriers and airports in resolving their customers' complaints in order to enable travelers to choose the appropriate air carriers. This is in addition to enhancing transparency and demonstrating GACA’s credibility and keenness on travelers’ complaints, and stimulating fair competition between air carriers and airports to develop and improve services.