Saudia Airlines excelled in GACA's recent ranking by resolving passenger grievances swiftly and effectively.

In the latest evaluation by the General Authority of Civil Aviation (GACA), Saudia Airlines has distinguished itself as the leading carrier for handling passenger complaints with exceptional efficiency. As reflected in GACA's August 2025 air-transport index, Saudia recorded the least number of complaints per 100,000 passengers among its Saudi counterparts.

During this period, Saudia reported just 37 complaints per 100,000 passengers and impressively resolved 98% of these issues promptly. This performance placed it at the forefront of the rankings, surpassing Flynas and Flyadeal. Flynas followed closely with 42 complaints per 100,000 passengers and maintained a flawless resolution rate of 100%, while Flyadeal trailed with a similar record but marginally higher complaint numbers at 43.

Passenger Concerns Addressed

The primary grievances from passengers pertained to flight disruptions, baggage mishandling, and ticketing complications. Among international airports processing over six million passengers annually, King Abdulaziz International Airport in Jeddah emerged with the fewest issues-24 complaints per 100,000 passengers-and attained a commendable 96% resolution success rate.

In contrast, within the category for international airports catering to less than six million passengers each year, King Abdullah bin Abdulaziz International Airport in Jizan led with only two complaints logged (two per 100,000 passengers), resolving all efficiently.

For domestic operations, King Saud Airport in Al-Baha stood out by achieving an equal feat-recording merely two complaints per 100,000 travelers and addressing them all effectively.

Striving for Excellence

The General Authority of Civil Aviation highlighted that their August assessment derived insights from an analysis of approximately 2,313 passenger complaints submitted during that month. This initiative is part of their ongoing effort to bolster transparency within the industry while promoting healthy competition aimed at elevating service standards across Saudi Arabia’s aviation sector.

Committed to driving continuous improvement in service quality, GACA distributes comprehensive guidelines defining expected service levels at airports. Moreover, regular workshops are organized to educate airline personnel and ground staff on adhering to customer rights regulations efficiently.