GACA Air Complaints Performance Classification Index

مؤشر تصنيف أداء الشكاوى الجوية

The General Authority of Civil Aviation (GACA) today issued its August 2026 Complaints Performance Index for national air carriers and airports, based on the number of complaints submitted by passengers to the Authority. A total of 2402 complaints were filed against air carriers. Saudia recorded the lowest complaint rate, with 22 complaints per 100,000 passengers, and 100% of complaints resolved within the specified time frame. Riyadh Air ranked second, recording 52 complaints per 100,000 passengers and a 97% on-time resolution rate. Flynas ranked third, with 57 complaints per 100,000 passengers and a 100% on-time resolution rate, followed by flyadeal with 108 complaints per 100,000 passengers and a 97% on-time resolution rate. The most common complaint categories during August were flight-related issues, followed by ticketing and baggage services. GACA noted that King Khalid International Airport recorded the lowest complaint rate among international airports, at 0.3% per 100,000 passengers, handling more than six million passengers annually, with 11 complaints, equivalent to 1 complaint per 100,000 passengers, and a 100% on-time resolution rate. Taif International Airport recorded the lowest complaint rate among international airports handling fewer than six million passengers annually, with one complaint, at 1% per 100,000 passengers, and a 100% on-time resolution rate. Among domestic airports, Wadi Al Dawasir Airport recorded the lowest complaint rate, with one complaint, at 7% per 100,000 passengers, and a 100% on-time resolution rate. GACA explained that the monthly report is issued to promote transparency, encourage fair competition, and support the continued development and improvement of services. The Authority provides multiple around-the-clock communication channels to ensure effective engagement with passengers. These include the unified contact centre on 1929, WhatsApp service on 0115253333, social media accounts, and the Authority’s website. These channels receive all types of complaints relating to air carriers, airports, and GACA’s affiliated services.

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