On the occasion of World Consumer Rights Day on March 15, the General Authority of Civil Aviation (GACA) reviewed a package of measures and initiatives that it has taken to ensure the safety and security of passengers at Saudi airports, as well as ensure that air transport services are provided according to the highest standards and international best practices.
The GACA is committed to protecting the rights of travelers and raising the quality of the services provided by airports and airlines in Saudi Arabia, as well as raising the level of services for civil aviation in general.
GACA spoke on World Consumer Rights Day about the services and initiatives provided to travelers, explaining their rights and responsibilities on the journey through regulations and legislation designed to protect their interests.
Also, it improved the travel experience by improving their services as well as issuing executive regulations to protect the rights of travelers in 2017.
The regulation clarifies their rights and obligations, the complaints process, and the rights of travelers with disabilities, as well as the obligations of the air carrier. Without a doubt, the Kingdom is the first Arab country to issue an approved regulation in this field.
Taking a look at the passenger care communication channels for the year 2021, the total number of interactions with the channels amounted to 699,600 interactions, including 549,312 calls received through the call center, 21,399 travelers served via email, and 81,500 conversations conducted on social networks.
Additionally, 33,100 conversations took place via the website, and 20,300 requests were submitted via the website. Meanwhile, 4,843 complaints were lodged against airlines, and 1,186 against airports. Furthermore, the air carrier and airport complaint handling rates were 86% and 85% respectively.
While at the same time, in order to raise the level of services provided to travelers in the Kingdom and to provide a voice for consumers, GACA has launched an electronic portal devoted to improving the passengers' experience and upgrading the level of services through platforms for complaints, suggestions, inquiries and obligations of the airlines and travelers.
GACA has released a report on performance indicators of complaints for air carriers (based on the number of complaints submitted to the authority) to provide travelers with information about the performance of airports and air carriers in resolving passenger complaints in order to help them choose the right service provider.
In order to provide high quality and efficient services, this report encourages airports to compete. The GACA has also released a monthly report on the operational performance standards for airports, which confirms the authority's role in overseeing and controlling airport operations.
While discussing ways to facilitate the experience of passengers with disabilities at airports and air carriers with the Ministry of Human Resources and Social Development and the Authority of People with Disabilities, GACA paid particular attention to people with disabilities.
On top of this, workshops were held to identify the most important challenges facing travelers with disabilities, in an attempt to address shortcomings in travel procedures for people with disabilities and improve their overall experience.
There are multiple channels through which GACA communicates with travelers and airport visitors around the clock: the unified call center (8001168888), the WhatsApp application via 0115253333, and social media accounts, e-mail, and the GACA own website. The GACA receives complaints from travelers around the clock through all of these channels.
Further, in order to ensure that passengers' complaints are dealt with in an optimum manner, GACA has produced a guide that contains instructions on how to handle complaints at airports and with airlines since it sets out the controls and service level agreements that must be adhered to for all types of complaints.
Likewise, GACA's participation coincides with the awareness campaign launched by the Ministry of Commerce within the framework of the qualitative partnerships that GACA undertakes with all governmental and non-governmental agencies to enhance its role in raising awareness and educating the traveler about his/her rights.
Furthermore, it provides the traveler with clarity regarding the rights guaranteed by the regulations, as well as raising the level of transparency through periodic reports, follow-up, and continuous evaluations.
