تقديم شكاوى الطيران عبر تطبيق توكلنا
"Civil Aviation" enables complaint submission via Tawakkalna app to enhance beneficiary experience
The General Authority of Civil Aviation (GACA) has enabled a new service allowing users to submit complaints directly through the comprehensive national application, "Tawakkalna." This initiative aims to empower air transport consumers to seamlessly file complaints regarding GACA, airports, air carriers, and air cargo services, thereby elevating the overall beneficiary experience and improving the quality of services provided. GACA explained that launching this service on the "Tawakkalna" app is part of its ongoing efforts to develop digital channels and streamline access to its services. This step ensures that beneficiaries' rights are protected, allowing them to submit and track their complaints in accordance with approved procedures and the provisions of the Passenger Rights Protection Regulations. The Authority emphasized that the service aims to raise awareness of the available complaint channels, boost beneficiary confidence, and offer more convenient and flexible options for submitting feedback and complaints. This allows for swift access to the service through one of the nation's most prominent digital platforms. It further noted that feedback and complaints from beneficiaries are crucial elements in developing and improving services both at airports and onboard flights. They contribute to driving performance efficiency and enhancing service quality, which ultimately reflects positively on the travel experience and achieves higher levels of satisfaction. GACA pointed out that this step comes as an extension of its digital transformation efforts and the continuous development of its e-services. This supports the aviation program's objectives to elevate the passenger experience, promote transparency, and empower beneficiaries to claim their rights through secure, reliable, and user-friendly digital channels.