The General Authority of Civil Aviation today released a ranking index of air transport service providers and airports based on the number of complaints filed by passengers with the Authority during June 2021.
The Authority revealed that the total number of complaints filed by passengers against airlines during the month of June was 295, The index showed that Saudi Arabian Airlines had the fewest complaints, with 7 complaints per 100,000 passengers and a on-time complaint resolution rate for June of 74%, while Flynas ranked second with 15 complaints per 100,000 passengers last month and an on-time complaint resolution rate of 89%, Adel Air came in third, with 18 complaints per 100,000 passengers and an on-time complaint resolution rate of 51%.
The most common complaint categories for June were ticket refunds, followed by flight cancellations, denied boarding, and flight delays.
The Authority explained that the airport service provider ranking index indicated that King Fahd International Airport in Dammam had the fewest complaints filed with the Authority per 100,000 passengers in June, with just one complaint and aon time of 88%, while King Khalid International Airport ranked second with two complaints per 100,000 passengers filed against the airport, of which 48% were resolved, Abha International Airport came in third with two complaints per 100,000 passengers and a on-time resolution rate of 100%, The following airports ranked, in order, as having the fewest complaints per 100,000 passengers: Prince Muhammad bin Abdulaziz International Airport in Madinah, Al-Jawf International Airport, King Abdulaziz International Airport in Jeddah, Bisha Airport, Taif International Airport, Prince Sultan bin Abdulaziz International Airport in Tabuk, Arar Airport, King Abdullah bin Abdulaziz International Airport in Jazan, Al-Qaisumah Airport, King Saud Airport in Al-Baha, Ha’il International Airport, Wadi Al-Dawasir Airport, and Turaif Airport).
The Authority explained that the publication of the monthly report on the Air Transport and Airport Service Providers Rating Index (based on complaints filed with the Authority) aims to provide travelers with information on the performance of air transport and airport service providers in resolving their customers’ complaints, so that travelers can choose the appropriate service provider, as well as to enhance transparency, demonstrate the Authority’s credibility and its commitment to addressing passenger complaints, and encourage fair competition among air transport and airport service providers to develop and improve services.