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Air carrier complaints rose 31.3% y-o-y in November 2024 to 928, up from 707 in the same period last year, according to our calculations based on a report from the General Authority for Civil Aviation (Gaca). Meanwhile, airport complaints declined 25.4% y-o-y to 91 in November.
Budget carrier Flyadeal had the lowest rate of complaints per 100k passengers among the Kingdom’s airlines in November, with a rate of 11 complaints — a substantial improvement from last year’s 38 — and a 99% on-time resolution rate. Flynas followed with 12 complaints per 100k passengers and a 100% resolution rate, while Saudia had the highest ratio with 13 complaints and a 99% resolution rate.
For international airports handling over 6 mn passengers annually, King Khaled airport recorded the lowest rate of complaints per 100k passengers (0.4), while King Abdulaziz, King Fahad and Prince Mohammed airports tied at one complaint per 100k passengers. In absolute terms, Prince Mohammed Airport had the fewest overall complaints during the month.
Among international airports handling fewer than 6 mn passengers annually, Prince Sultan recorded the lowest rate of complaints (0.4), while Taif and Aljouf airports tied for the highest rate at 8 complaints per 100k passengers.
Always on time: All airports, domestic and international, maintained a 100% on-time complaint resolution rate.
IN OTHER AVIATION NEWS-
Saudi airports are gearing up to implement a new passenger flow management system to track passenger movement, reduce waiting times, ease congestion, and resolve bottlenecks, according to Airline Routes and Ground Services. The new system, set to be implemented across 27 airports over the next 18 months, is the world’s largest LiDAR system to date.
SOUND SMART- Developed in collaboration with SAMI Advanced Electronics and DTP, the LiDAR system is based on Veovo’sQueue Management system joined with the tNexus mobile platform.
