GACA Releases November Report: Baggage Tops Saudi Airline Complaints While Flyadeal Leads in Efficient Complaint Handling Among Airlines and Airports

Published on December 23, 2024

By: Tuhin Sarkar

The General Authority of Civil Aviation (GACA) in Saudi Arabia has published its November report, detailing the number and nature of complaints filed by passengers against airlines and airports. The report provides a comprehensive classification of air transport service providers and airports based on passenger feedback and complaint resolution metrics.

Passenger Complaints Overview

A total of 928 complaints were lodged by passengers against airlines during November, with issues related to baggage being the most frequently reported. These were followed by complaints about tickets and trip-related issues, highlighting areas where airlines can improve service delivery.

Airline Performance Rankings

Flyadeal: Leading in Customer Satisfaction

Flyadeal emerged as the airline with the least complaints, registering only 11 complaints per 100,000 passengers. The airline achieved a remarkable complaint handling rate of 99% within the specified time frame, showcasing its commitment to resolving passenger grievances efficiently.

Flynas: A Close Second

Flynas came in second with 12 complaints per 100,000 passengers. Impressively, the airline achieved a perfect complaint handling rate of 100%, demonstrating its dedication to passenger satisfaction.

Saudi Airlines: Ranked Third

Saudi Airlines ranked third with 13 complaints per 100,000 passengers. Despite the slightly higher number of complaints, the airline maintained a high complaint handling rate of 99% within the specified time frame, reflecting its efforts to address passenger concerns promptly.

Nature of Complaints

The most common passenger complaints for November revolved around baggage issues, a recurring challenge for airlines globally. Ticketing and trip-related complaints followed, underscoring the need for airlines to streamline their processes and enhance communication with passengers.

Airport Performance Rankings

King Khalid International Airport: Top Among International Airports

Among international airports handling over six million passengers annually, Riyadh’s King Khalid International Airport reported the lowest complaint rate of 0.4% per 100,000 passengers. Only one complaint was filed, which was resolved with a 100% timely handling rate, cementing the airport’s reputation for efficient operations.

King Saud Airport: Leader Among Domestic Airports

In the domestic category, King Saud Airport in Al-Baha recorded the lowest complaint rate of 3% per 100,000 passengers. Similar to King Khalid International Airport, only one complaint was submitted, and it was resolved with a 100% timely handling rate, showcasing the airport’s focus on customer service.

Insights and Implications

The GACA’s report highlights the importance of efficient complaint handling as a key metric for passenger satisfaction. Flyadeal’s performance in minimizing complaints and resolving them promptly sets a benchmark for other airlines. Similarly, the outstanding performance of King Khalid International Airport and King Saud Airport demonstrates the potential for airports to deliver exceptional service despite high passenger volumes.

Opportunities for Improvement

1. Baggage Handling: Airlines must invest in advanced baggage tracking and handling systems to reduce complaints in this category.
2. Communication: Clear and proactive communication regarding ticketing and trip changes can significantly lower complaints.
3. Staff Training: Enhanced training programs for airline and airport staff can improve complaint resolution and overall passenger experience.

Conclusion

The November report by GACA underscores the performance of Saudi Arabia’s airlines and airports in managing passenger complaints. With Flyadeal leading in efficient complaint handling and King Khalid International Airport setting the standard among airports, the report serves as a valuable resource for identifying strengths and areas for improvement in the aviation sector. As passenger volumes continue to grow, maintaining high standards of service will remain critical for enhancing traveler satisfaction and fostering trust in the aviation industry.

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