Abu Dhabi: Passengers have filed 6,422 complaints against Saudi Arabia’s airports and air carriers last year, at a rate of more than 17 complaints per day, according to the General Civil Aviation Authority, Saudi media reported.
4,639 complaints against carriers
The authority indicated that 98 per cent of the complaints were decided upon, and the highest percentage of complaints received was against air carriers with 4,639 complaints, or 72.2 per cent of total complaints, while complaints related to airports reached 1,783 complaints, 27.8 per cent.
According to the report, complaints from travelers through the Kingdom's airports included, complaints on air carriers, of which
1) 2,490 complaints related to flights, at a rate of 53.6 per cent,
2) then baggage complaints with 1,022 complaints, 22 per cent,
3) then 772 complaints related to tickets, 16.6 per cent,
While airport-related complaints included
1) 999 complaints related to airport facilities by 56 per cent,
2) then 258 complaints related to luggage at a rate of 14.5 per cent,
3) and 219 complaints related to the procedures for issuing a boarding pass by 12.3 per cent.
Customer Protection Programmes
The report indicated a number of achievements made by the authority in terms of quality and customer protection including launching the comprehensive assessment programme for the quality of airport services in all airports across the Kingdom, which includes a number of procedures, the most important of which is the Service Quality Standards Programme.
It includes 19 standards to measure the quality of services in a straightforward manner monthly, and field visits to all airports to apply the quality assessment list that contains 667 elements of service quality, annually, and a questionnaire on the quality of services at airports, which aims to assess the quality of services on a quarterly basis, as well as address important aspects of deficiencies in the procedures designated for people with limited mobility, in addition to developing 13 standards for quality of services delivered to guests of the G20 Summit and 11 performance indices for Haj and Umrah guests.