The General Authority of Civil Aviation (GACA) issued an index for the classification of air carriers and airports based on the number of complaints submitted by travelers to the authority during the month of October 2021. GACA revealed that the total number of complaints lodged by passengers against air carriers during October amounted to 371, with Saudi Arabian Airlines scoring the least number of complaints, or seven complaints for every 100,000 passengers and a timely complaint processing rate of 82%. Flyadeal came second with 16 complaints for every 100,000 passengers, and a timely complaint handling rate of 91%. Flynas was placed third, with 18 complaints for every 100,000 passengers, and a timely complaint handling rate of 96%. The most common complaints were related to refunding the value of tickets, followed by cancellation of flights, denial of boarding, and delayed flights. GACA explained that the index for rating airports for the month of October indicated that King Khalid International Airport in Riyadh had the least number of complaints submitted at a rate of 1 per 100,000 passengers. This was according to the index for international airports where the number of passengers exceeds 6,000,000 annually. The authority received 14 complaints against KAIA and the timely complaints response rate was 40%. Abha International Airport also got the least number of complaints submitted to the authority in the index of international airports where the number of passengers is less than 6,000,000 annually, with a rate of 1 per 100,000 passengers. The authority received 2 complaints against the airport and the timely complaint processing rate was 100%. According to the indicator for domestic airports, King Saud Airport had the least number of complaints filed with GACA, with a rate of 4 per 100,000 passengers. There was only one complaint received against the airport and it was addressed on time. 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 information to travelers about the performance of air carriers and airports in resolving their complaints. It will enable travelers to choose the appropriate service provider, in addition to enhancing transparency and demonstrating GACA's credibility. It will also stimulate fair competition between air carriers and airports to develop and improve services. GACA has provided multiple communication channels around the clock to ensure interaction with travelers and airport goers through the unified call center (8001168888), WhatsApp service via the number 0115253333, social media accounts, e-mail, and the official website. GACA receives complaints through these channels about issuing boarding passes, dealing with employees, serving people with disabilities and limited movement, and others. In an effort to support its partners at the airports, the authority has prepared a booklet that includes instructions on how to deal with passenger complaints at airports. Circulated to airport operators, the booklet specifies controls and service level agreements that must be adhered to for all types of complaints and inquiries. This in addition to training employees of national airlines and ground service companies that have direct contact with travelers in executive regulations to protect the rights of customers by holding workshops from time to time. — SPA
