July 13, 2024

Saudia Leads in Passenger Satisfaction and Complaint Resolution in May

Saudia tops the Kingdom’s airlines for customer satisfaction with the fewest complaints and a high resolution rate, according to GACA’s latest report.

Saudia Airlines

Photo Source: Saudia

Saudi Arabia’s flagship airline, Saudia, has been recognized for its outstanding performance in passenger satisfaction and complaint resolution for the month of May. Official data reveals that Saudia registered the fewest complaints among the Kingdom’s airlines, with just 10 complaints per 100,000 travelers and a commendable 95 percent resolution rate.

The General Authority of Civil Aviation (GACA) reported a total of 1,318 complaints against Saudi airlines. This monthly classification evaluates airlines such as Saudia, flyadeal, and flynas, along with various airports across the Kingdom, based on traveler complaints received by GACA. Saudia led with the lowest complaint incidence, followed by flyadeal with 11 complaints per 100,000 passengers and a 99 percent resolution rate, and flynas with 13 complaints per 100,000 travelers and a perfect 100 percent resolution rate. Common issues reported included luggage, flights, and ticketing.

Among international airports serving over six million passengers annually, King Fahd Airport in Dammam performed well, recording just three complaints per 100,000 travelers and achieving a 100 percent resolution rate. Prince Sultan bin Abdulaziz Airport in Tabuk and Najran Airport also stood out, each with minimal complaints and a 100 percent resolution rate.

GACA emphasized its commitment to transparency and service excellence, stating that the monthly report aims to foster fair competition, enhance service quality, and build trust among travelers. The authority has provided airport operators with comprehensive guidelines for handling complaints, stressing adherence to service agreements and regulatory standards.

Photo Source: Saudia

Regular workshops conducted by GACA empower airline and ground service company staff to implement effective passenger protection measures. GACA maintains multiple communication channels, including phone, email, and social media, open around the clock to engage with travelers and airport visitors. Common complaints addressed through these channels include issues with boarding passes, employee behavior, and services for passengers with disabilities and limited mobility.

GACA’s efforts to uphold passenger rights and promote transparency are reflected in its rigorous monitoring and inspection programs. These programs ensure that Saudi airports and carriers adhere to international standards and recommendations, ultimately enhancing the overall travel experience.

With these initiatives, GACA aims to not only improve service quality but also to bolster trust and satisfaction among travelers, fostering a more competitive and efficient aviation sector in Saudi Arabia.

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