Saudi travellers filed nearly 2,400 complaints in September 2025, according to the General Authority of Civil Aviation (GACA), which ranked the Kingdom’s airlines and airports by customer satisfaction and service quality.
The monthly index aims to promote transparency and accountability in Saudi Arabia’s aviation sector by measuring the number of complaints per 100,000 passengers and tracking how quickly service providers resolve them.
Top-performing Saudi airlines
GACA reported a total of 2,399 passenger complaints against air carriers during September 2025.
flyadeal led the rankings with the fewest complaints — 38 per 100,000 passengers — while maintaining a 98 per cent timely resolution rate.
flynas ranked second with 43 complaints per 100,000 passengers, achieving a 100 per cent on-time resolution rate.
Saudia Airlines came third, registering 54 complaints per 100,000 passengers and a 90 per cent resolution rate.
The most frequent complaint categories involved flights, followed by baggage services, and then ticketing.
Airline performance
| Airline | Complaints per 100,000 passengers | Timely resolution rate |
| flyadeal | 38 | 98% |
| flynas | 43 | 100% |
| Saudia Airlines | 54 | 90% |
(All figures as reported by GACA for September 2025.)
Best airports for passenger satisfaction
In the category for international airports serving more than six million passengers annually, King Khalid International Airport in Riyadh ranked first, registering 15 complaints per 100,000 passengers and achieving a 100 per cent on-time resolution rate.
Among international airports handling fewer than six million passengers, Abha International Airport recorded the lowest number of complaints — four per 100,000 passengers — with a 100 per cent resolution rate.
For domestic airports, Sharurah Airport ranked first, with just one complaint per 100,000 passengers and a 100 per cent on-time resolution rate.
Airport performance table
| Airport | Category | Complaints per 100,000 passengers | Resolution rate |
| King Khalid International (Riyadh) | International > 6 million passengers | 15 | 100% |
| Abha International Airport | International < 6 million passengers | 4 | 100% |
| Sharurah Airport | Domestic | 1 | 100% |
(All figures as reported by GACA for September 2025.)
Saudi aviation
GACA said the purpose of issuing its monthly index is to inform passengers about the performance of airlines and airports in resolving customer issues, helping travellers make better-informed choices.
The authority noted that the initiative enhances transparency, reinforces GACA’s credibility, and fosters fair competition to drive continuous improvement in service quality.
To support these efforts, GACA has provided airport operators with a guidelines booklet for handling passenger complaints and conducts training workshops for airline and ground-handling staff on compliance with customer rights regulations.
Passenger feedback
Passengers and visitors can submit feedback or complaints 24 hours a day, 7 days a week through several channels:
- Phone: 1929
- WhatsApp: 011 525 3333
- Official social media accounts
- Email and the GACA website
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