Saudi Arabian Airlines paid out SR6.8 million in cash to passengers in 2008 as compensation for delayed flights and lost luggage. Abdullah Bin Mushbab, Assistant Director General of Saudi Arabian Airlines, revealed the figures and described Saudia as “adhering strictly to international air transport rules on compensation for delayed flights and lost luggage.” The regulations also include, according to Bin Mushbab, the provision of meals and refreshments as well as free telephone calls. “We also provide free accommodation to passengers if flights are delayed for more than six hours, and we compensate passengers who travel in a lower class than their original reservation stipulates,” he added. In cases of technical and operational faults, Saudia gives as maximum compensation a sum equal to that of the ticket fare, and minimum compensation of SR200. Bin Mushbab said the national carrier adhered rigorously to international and local regulations. “This is tangible evidence that Saudia cares greatly about passenger rights,” he said. The reasons for delayed flights are numerous, Bin Mushbab said. “They are mainly due to climate conditions, security measures, air traffic congestion, or one of many other operational and technical reasons relating to safety.” Bin Mushbab went on to address the problem of passenger failure to abide by final reservations, saying that Saudia had been gradually introducing measures since last March. “The problem incurs huge losses on Saudi Airlines, with around four million unoccupied seats annually,” he said. “It affects our image and puts our credibility at stake when passengers board the plane and find dozens of seats unoccupied.” “Circumstances have forced us to impose international rules to protect Saudia interests, hence the fines for no-show passengers.” Bin Mushbab said the system of fining passengers was found on all other airlines, and took the opportunity to remind customers of the 24-hour service for canceling and rescheduling travel itinerary.
