Adele and NAS Lead in Air Transport Complaints
The General Authority of Civil Aviation (GACA) has today released its Air Transport and Airport Service Provider Ranking for March 2024, with Adele and NAS topping the list of air transport complaints.
The authority announced the total number of complaints filed by passengers against airlines for the month of March 2024, reaching 924 complaints. The index revealed that Saudi Airlines had the lowest number of complaints among airlines, with 10 complaints per 100,000 passengers and a complaint resolution within the specified time of 85%. NAS Airlines followed with 13 complaints per 100,000 passengers and a 100% on-time complaint resolution rate. Adele Airlines was third with 14 complaints per 100,000 passengers and a 97% on-time resolution rate. The most common complaints for March were regarding luggage services, followed by ticketing and flights.
GACA also disclosed the airport service providers ranking for March, noting that Prince Mohammed Bin Abdulaziz International Airport in Medina received the fewest complaints with a rate of 0.1% per 100,000 passengers, in the category of international airports servicing more than 6 million passengers annually, with a 100% on-time complaint resolution rate. Prince Nayef International Airport had the lowest complaint rate among smaller international airports with less than 6 million annual passengers, at 1% per 100,000 passengers and a 100% on-time resolution rate. Bisha Airport was noted for having the fewest complaints in the domestic airports category, with a rate of 4% per 100,000 passengers and a 100% on-time resolution rate.
The aim of this monthly report on service provider rankings, according to GACA, is to provide passengers with information on the performance of air transport service providers and airports in resolving customer complaints. This initiative is designed to help travelers choose suitable service providers, foster transparency, demonstrate GACA's credibility, ensure passenger complaints are taken seriously, and stimulate fair competition among service providers to improve services.
GACA has made multiple communication channels available around the clock to ensure interaction with travelers and airport visitors through the unified call center (1929), WhatsApp service at the number 0115253333, social media accounts, email, and its website. These channels receive various complaints and inquiries including boarding passes, staff interactions, and services for people with disabilities or limited mobility.
In support of its airport partners, GACA has prepared a booklet outlining guidelines for handling passenger complaints at airports. This has been circulated among airport operators, defining the regulations and service level agreements that must be adhered to for all types of complaints and queries. It also includes training for staff of national airlines and ground service companies directly involved with passengers on adhering to the customer rights protection regulations through regular workshops.
GACA also disclosed the airport service providers ranking for March, noting that Prince Mohammed Bin Abdulaziz International Airport in Medina received the fewest complaints with a rate of 0.1% per 100,000 passengers, in the category of international airports servicing more than 6 million passengers annually, with a 100% on-time complaint resolution rate. Prince Nayef International Airport had the lowest complaint rate among smaller international airports with less than 6 million annual passengers, at 1% per 100,000 passengers and a 100% on-time resolution rate. Bisha Airport was noted for having the fewest complaints in the domestic airports category, with a rate of 4% per 100,000 passengers and a 100% on-time resolution rate.
The aim of this monthly report on service provider rankings, according to GACA, is to provide passengers with information on the performance of air transport service providers and airports in resolving customer complaints. This initiative is designed to help travelers choose suitable service providers, foster transparency, demonstrate GACA's credibility, ensure passenger complaints are taken seriously, and stimulate fair competition among service providers to improve services.
GACA has made multiple communication channels available around the clock to ensure interaction with travelers and airport visitors through the unified call center (1929), WhatsApp service at the number 0115253333, social media accounts, email, and its website. These channels receive various complaints and inquiries including boarding passes, staff interactions, and services for people with disabilities or limited mobility.
In support of its airport partners, GACA has prepared a booklet outlining guidelines for handling passenger complaints at airports. This has been circulated among airport operators, defining the regulations and service level agreements that must be adhered to for all types of complaints and queries. It also includes training for staff of national airlines and ground service companies directly involved with passengers on adhering to the customer rights protection regulations through regular workshops.
Translation:
Translated by AI
