GACA ranks Saudia best among Saudi airlines in March complaint index

Saudi Arabia’s General Authority of Civil Aviation (GACA) has released its latest complaint-based classification index for airlines and airports, offering a snapshot of passenger service performance across the Kingdom’s aviation sector in March 2026.

The monthly index, which ranks service providers based on passenger complaints, recorded 2,033 complaints against airlines during the month and is designed to improve transparency, inform passenger choice and encourage competition around service quality.

Among airlines, Saudia posted the lowest complaint rate, with 27 complaints per 100,000 passengers, alongside a 76% on-time resolution rate. flyadeal ranked second with 64 complaints per 100,000 passengers and a 99% resolution rate, while flynas came third with 78 complaints per 100,000 passengers and a 100% resolution rate.

The rankings suggest that complaint volume remains a key operational metric for Saudi aviation regulators as they push airlines to improve responsiveness and compliance with customer service obligations. Although Saudia recorded the best complaint ratio, flynas stood out on complaint handling by resolving all reported cases within the required timeframe.

According to the authority, the most common passenger complaints in March were related to flights, followed by ticketing and baggage services, highlighting the continuing importance of reliability, booking processes and luggage handling in shaping customer satisfaction.

In the airport rankings, King Abdulaziz International Airport in Jeddah recorded the best performance among international airports handling more than six million passengers annually, posting the lowest complaint rate at 1% per 100,000 passengers, equivalent to 30 complaints, with a 95% resolution rate.

Among international airports handling fewer than six million passengers a year, King Abdullah International Airport in Jazan ranked first, recording only one complaint, or 0.4% per 100,000 passengers, with a 100% resolution rate.

In the domestic airport category, Gurayat Airport recorded the lowest number of complaints, with three complaints per 100,000 passengers, equivalent to one complaint, and a 100% resolution rate.

The publication of the monthly report forms part of a broader regulatory effort by GACA to strengthen passenger rights and improve accountability across the sector. The authority said the index is intended to give travelers a clearer picture of service provider performance while also driving fair competition among airlines and airports.

GACA also said it has developed a dedicated guide setting out procedures for handling passenger complaints and the service-level agreements that providers must meet. In parallel, it has conducted specialized training workshops for airline and ground service personnel to improve compliance with customer rights regulations.

The authority added that it maintains multiple 24/7 communication channels for passengers, including its call center, WhatsApp service, website and social media platforms, through which it receives complaints covering boarding procedures, staff conduct, accessibility services for passengers with disabilities and other service-related issues.

For Saudi aviation, the complaint index is becoming more than an administrative report. It is increasingly functioning as a public performance benchmark, one that links consumer protection with regulatory visibility and operational competition across the sector.