GACA Releases March Classification of Airlines, Airports Based on Passenger Complaints
The General Authority of Civil Aviation (GACA) has published its latest classification index for air transport service providers and airports, based on passenger complaints submitted during March 2026.
According to the report, a total of 2,033 complaints were filed against airlines. Saudia recorded the lowest complaint rate, with 27 complaints per 100,000 passengers and a 76% on-time resolution rate. flyadeal ranked second, registering 64 complaints per 100,000 passengers and a 99% resolution rate, while flynas came third with 78 complaints per 100,000 passengers and a full 100% resolution rate.
The index showed that most complaints in March were related to flights, followed by ticketing issues and baggage services.
Among international airports handling more than six million passengers annually, King Abdulaziz International Airport in Jeddah reported the lowest complaint rate, with 30 complaints (1% per 100,000 passengers) and a 95% resolution rate.
For international airports handling fewer than six million passengers annually, King Abdullah International Airport in Jazan ranked best, recording just one complaint (0.4% per 100,000 passengers) and achieving a 100% resolution rate.
GACA
In the domestic category, Gurayat Airport registered the lowest complaint rate, with one complaint (three per 100,000 passengers), also resolving all cases successfully.
GACA explained that the monthly report is designed to keep passengers informed about service performance, support better decision-making, promote transparency, and encourage fair competition to enhance overall service quality.
The authority has also introduced a comprehensive guide detailing complaint handling procedures and required service level agreements. In addition, it has organized specialized training programs for airline and ground service personnel to ensure compliance with customer rights protection regulations.
GACA further highlighted its round-the-clock communication channels for passengers, including the unified call center (1929), WhatsApp service (0115253333), official social media platforms, and its website. Through these channels, it receives complaints covering issues such as boarding procedures, staff behavior, accessibility services for passengers with disabilities, and other service-related concerns.
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