Friday, September 20, 2024 The rankings are based on the number of complaints filed with GACA by passengers in August 2024. This data sheds light on the performance of air carriers and airports in terms of passenger experience. Saudi Airlines Ranked Top Performers The data reveals that SAUDIA Airlines received the fewest complaints among Saudi carriers in August, with only 13 complaints per 100,000 passengers.
Additionally, SAUDIA boasts a perfect complaint resolution rate of 100%. Flynas and Flyadeal followed closely with equally impressive resolution rates, despite slightly higher complaint rates. The report also identifies the most common complaints filed by passengers in August.
Luggage issues, flight disruptions, and ticketing concerns emerged as the primary areas of dissatisfaction for travelers. Airport Performance Recognized The report extends beyond airlines, recognizing airports for their performance. King Khalid International Airport, handling over 6 million passengers annually, received the lowest complaint rate among international airports.
Abha International Airport claimed the top spot for airports serving fewer than 6 million passengers, while Bisha Airport dominated the domestic airport category. All three airports achieved a perfect complaint resolution rate. Transparency and Accountability GACA emphasizes that the monthly report promotes transparency within the travel industry.
It empowers passengers to make informed choices while holding airlines and airports accountable for their services. Open Communication Channels GACA maintains multiple channels for travelers to voice their concerns. These include a unified call center, a WhatsApp service, email address, social media accounts, and their website.
The report expands beyond the typical airline and airport complaints. It acknowledges 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.
In collaboration with airport partners, they developed a booklet outlining guidelines for dealing with passenger complaints. This resource ensures consistent service standards across airports and facilitates efficient complaint resolution. Training and Compliance GACA further supports the industry by providing regular workshops for employees of airlines and ground service companies.
These training sessions educate employees on passenger protection regulations and ensure they have the knowledge to effectively address passenger concerns. 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.
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