Saudi Arabia’s aviation regulator ranked airlines and airports by passenger complaints for September 2025, placing budget carrier flyadeal at the top among airlines and Riyadh’s King Khalid International as the leading hub in the largest airport category, according to the General Authority of Civil Aviation (GACA).
GACA said it received 2,399 complaints against air carriers during September. The authority’s monthly index measures the number of complaints per 100,000 passengers and tracks how quickly service providers close cases, with the stated aim of increasing transparency, informing travellers and encouraging higher service standards across the Kingdom’s aviation sector.
Flyadeal recorded the fewest complaints among airlines at 38 per 100,000 passengers and achieved a 98 percent timely resolution rate, GACA said. Flynas ranked second with 43 complaints per 100,000 passengers and a 100 percent on time resolution rate.
Saudia, the national carrier, placed third at 54 complaints per 100,000 passengers with a 90 percent resolution rate. The most common categories of grievances involved flight issues, followed by baggage services and ticketing matters.
In the airport rankings, King Khalid International in Riyadh led the category for international airports handling more than six million passengers a year.
It registered 15 complaints per 100,000 passengers in September and resolved all cases on time, the regulator said. Among international airports with fewer than six million passengers annually, Abha International recorded the lowest complaint rate at four per 100,000 passengers, also with a 100 percent resolution rate.
In the domestic airport category, Sharurah Airport ranked first with one complaint per 100,000 passengers and a 100 percent on time resolution performance.
GACA said it issues the monthly index to give passengers visibility into the performance of airlines and airports in resolving customer issues. The authority said the initiative underpins its credibility, supports fair competition and provides a benchmark that operators can use to improve service quality.
To support operators, the regulator has circulated a guidelines booklet on handling passenger complaints and runs training workshops for airlines and ground handling staff on compliance with customer rights regulations.
GACA said passengers and visitors can submit feedback or file complaints around the clock through several channels, including the 1929 call centre, WhatsApp at 011 525 3333, official social media accounts, email and the authority’s website.
Saudi Arabia is investing in its aviation infrastructure as part of broader plans to expand tourism and connectivity in the Middle East. The regulator’s focus on customer rights and service metrics comes as carriers and airports across the Kingdom add capacity and seek to differentiate on reliability and post travel support.
The complaint index, published monthly, provides a snapshot of how operators perform on issues that directly affect passengers, such as flight disruptions, baggage handling and resolving cases within stated timeframes.
While the September data highlighted strong resolution rates among the top ranked airlines and airports, GACA said the publication of comparative figures is intended to drive continued improvements and help travellers make more informed choices when booking trips within and to the Kingdom.
