Yesterday, the General Authority of Civil Aviation issued an indicator for the classification of air transport service providers and airports based on the number of complaints filed by travelers to the authority during the month of March 2023.
The index revealed the total complaints filed by passengers on air carriers during the month of March, which amounted to 640 complaints, and the index monitored that Saudi Airlines came with the least complaints among airlines, with 11 complaints per 100,000 passengers, and the rate of processing the complaint on time for the month of March reached 98. %, while Flynas came second with 20 complaints per 100,000 passengers, with a timely complaint handling rate of 98%, and flyadeal came third, with 35 complaints per 100,000 passengers, with a timely processing rate of 93%. The most frequently reported complaint classifications for the month of March were about baggage services first, then tickets, then flights. The authority stated that the airport service providers classification index for the month of March indicated that King Fahd International Airport had the lowest airports in terms of complaints filed with the authority, at a rate of 1% for every 100,000 passengers during the month of March, in the index of international airports that increase the number of passengers. It handles 6 million passengers annually, with 9 complaints, and the rate of handling complaints in a timely manner reached 82%. Taif International Airport also got the least airports in terms of complaints filed with the authority, in the index of international airports with fewer than 6 million passengers per year. With a rate of 1% for every 100,000 passengers, with a rate of one complaint, and with a rate of handling complaints in a timely manner, it reached 75%. Timely complaints handling reached 100%.
And she indicated that the issuance of the monthly report for the classification index of air transport service providers and airports (in terms of complaints filed with the authority) aims to provide information to travelers about the performance of air transport service providers and airports in resolving their customers' complaints. In order for passengers to be able to choose the appropriate service provider, in addition to enhancing transparency and showing the credibility of the authority, its keenness on passenger 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 visitors through the following communication channels: unified call center (8001168888), (WhatsApp) service via the number 0115253333, social media accounts, e-mail, and the website, where The authority receives complaints through these channels, which varied between issuing boarding passes, dealing with employees, serving people with disabilities and limited mobility, and others.
Okaz (Riyadh) @okaz_online