GACA Issues Air Transport Service Providers, Airports Ranking for March 2025

The General Authority of Civil Aviation (GACA) today released its ranking index of air transport service providers and airports, based on the number of complaints submitted by travelers to the authority in March 2025.

 GACA reported a total of 965 passenger complaints against airlines in March. Flynas had the fewest complaints, with 19 per 100,000 passengers and a 100% on-time complaint resolution rate. Saudia ranked second, also with 19 complaints per 100,000 passengers, but with a 99% on-time resolution rate. Flyadeal placed third, with 30 complaints per 100,000 passengers and a 100% on-time resolution rate. According to the index, the most common complaint categories in March were baggage services, ticketing, and boarding services.

 Among international airports handling over 6 million passengers annually, King Khalid International Airport in Riyadh had the fewest complaints submitted to the authority at 1% per 100,000 passengers, with a total of 16 complaints and a 100% complaint resolution rate.

 For international airports with fewer than six million passengers annually, Taif International Airport recorded the fewest complaints, also at 1% per 100,000 passengers, with just one complaint and a 100% on-time resolution rate. In the domestic airports index, Arar Airport had the fewest complaints, at 3% per 100,000 passengers, equivalent to one complaint, also with a 100% resolution rate.

 GACA pointed out that the issuance of the monthly ranking index for air transport service providers and airports aims to provide passengers with insights into the performance of service providers in resolving customer complaints. This helps travelers make informed decisions when choosing service providers, promotes transparency, highlights GACA’s commitment to addressing passenger concerns, and encourages fair competition to improve and enhance service quality.

 As part of its support for airport partners, GACA has developed a guidebook containing instructions on how to handle passenger complaints at airports. This guide, shared with airport operators, outlines complaint-handling standards and service level agreements. Moreover, national airline employees and ground service staff who interact directly with passengers are being trained in Compliance with Customer Protection Regulations through dedicated workshops.