Citizen – Was
Today, the General Authority of Civil Aviation issued an index for the classification of air transport and airport service providers based on the number of complaints submitted by travelers to the authority during the month of August 2021.
Rating of Saudi Airlines
The authority revealed the total number of complaints lodged by passengers on air carriers during the month of August, which amounted to 378 complaints, and the index monitored that Saudi Airlines came as the least airline company with complaints of (9) complaints per 100,000 passengers, and a complaint processing rate on time for the month of August It reached 64%, while flynas came in second with (16) complaints per 100,000 passengers during the past month, with a timely response rate of 78%, and flyadeal came third, as the number of complaints reached (22) complaints per 100,000 passengers, with a rate of Complaints were handled in a timely manner, reaching 74%. The most popular complaints classifications for the month of August were about refunding the value of tickets first, then canceling flights, then refusing to board, and delaying flights.
Rating of airport service providers
The authority indicated that the airport service provider rating index indicated that King Fahd International Airport in Dammam The airport was the least in terms of complaints submitted to the authority, at a rate of 0.2% per 100,000 passengers during the month of August, in the index of international airports, where the number of passengers exceeds 6 million passengers annually, with one complaint and a timely complaint processing rate of 100%.
King Abdullah International Airport in Jizan also got the lowest airports in terms of complaints submitted to the authority in the index of international airports in which the number of passengers is less than 6 million passengers annually, at a rate of 2% per 100,000 passengers, with 3 complaints and a timely complaint processing rate of 80 Finally, in the indicator for domestic airports, Bisha Airport was the lowest airport in terms of complaints submitted to the authority, with a rate of 4% for every 100,000 passengers, with one complaint and a timely complaint processing rate of 100%.
Performance of Saudi Airlines
The authority explained that the issuance of the monthly report of the index for the classification of Saudi airlines and airports (in terms of complaints submitted to the authority), aims to provide information to travelers about the performance of air transport service providers and airports in resolving their customers’ complaints; To enable travelers to choose the appropriate service provider, in addition to enhancing transparency and demonstrating the authority’s credibility and keenness on travelers’ complaints, and stimulating fair competition between air transport service providers and airports to develop and improve services.
It is noteworthy that the authority has provided multiple communication channels around the clock to ensure interaction with travelers and airport goers through the following communication channels: the unified call center (8001168888), the (WhatsApp) service via the number 0115253333, and social media accounts, e-mail, and the website where The authority receives complaints through those channels that varied between issuing boarding passes, dealing with employees, serving people with disabilities and limited movement, and others.
The authority has prepared a booklet that includes instructions on how to deal with passenger complaints at airports, and it has been circulated to airport operators, as it specifies controls and service level agreements that must be adhered to for all types of complaints and inquiries, in addition to training employees of national airlines and ground service companies who are directly related to travelers to comply. The Executive Regulations to protect the rights of customers, through workshops held for them from time to time.