The General Authority of Civil Aviation (GACA) has unveiled its latest passenger complaint report, offering valuable insights into the performance of airlines and airports in Saudi Arabia during August 2024. The rankings, based on the number of complaints filed with GACA, shed light on the travel experience provided to passengers.
Saudi Airlines Leads the Pack
Saudi Airlines (SAUDIA) emerged as the top performer among Saudi carriers, receiving the fewest complaints – a mere 13 per 100,000 passengers. Adding to their commendable performance, SAUDIA achieved a perfect 100% complaint resolution rate, demonstrating their commitment to customer satisfaction. Flynas and Flyadeal followed closely, also boasting impressive resolution rates despite slightly higher complaint numbers.
Common Complaint Themes
The report also pinpoints the most frequent complaints filed by passengers during August. Luggage issues, flight disruptions, and ticketing concerns emerged as the primary sources of dissatisfaction for travelers. This data provides valuable information for airlines to prioritize areas for improvement and enhance passenger experience.
Recognizing Airports for Excellence
GACA’s report goes beyond airlines, acknowledging the performance of airports as well. King Khalid International Airport, serving over 6 million passengers annually, received the lowest complaint rate among international airports. Abha International Airport secured the top spot for airports serving fewer than 6 million passengers, while Bisha Airport reigned supreme in the domestic airport category. Impressively, all three airports achieved a perfect complaint resolution rate, showcasing their dedication to providing seamless travel experiences.
Promoting Transparency and Accountability
GACA emphasizes that the monthly report promotes transparency within the travel industry. It empowers passengers to make informed choices about their travel arrangements while holding airlines and airports accountable for the quality of their services. This initiative fosters a culture of continuous improvement within the industry, ultimately benefiting the travel experience for all.
Open Communication Channels for Passengers
GACA maintains multiple channels for travelers to express their concerns. These include a unified call center, a WhatsApp service, an email address, social media accounts, and their website. This accessibility ensures that passengers have ample opportunities to voice their feedback and receive prompt attention.
Expanding Complaint Scope
The report extends beyond typical airline and airport complaints, encompassing issues related to boarding passes, employee behavior, and services for passengers with disabilities and limited mobility. GACA demonstrates a commitment to improving the travel experience for all travelers, regardless of their needs or circumstances.
Collaborative Efforts for Enhanced Service
In collaboration with airport partners, GACA has developed a booklet outlining guidelines for dealing with passenger complaints. This resource ensures consistent service standards across all airports and facilitates efficient complaint resolution, providing a streamlined process for passengers to address their concerns.
Training and Compliance Support
GACA further supports the aviation industry by providing regular workshops for employees of airlines and ground service companies. These training sessions educate employees on passenger protection regulations and empower them to effectively address passenger concerns, ensuring a knowledgeable and responsive workforce.
Positive Impact on the Travel Experience
GACA’s monthly ranking system offers valuable insights for both travelers and air travel providers in Saudi Arabia. By fostering transparency and accountability, GACA’s initiative empowers passengers, promotes a culture of continuous improvement within the industry, and ultimately benefits the travel experience for all. This proactive approach is setting a new standard for excellence in Saudi Arabia’s aviation sector.
