Saudi Arabia’s top airlines are featured in the New Gaca Complaint Index
Saudi travelers filed almost 2,400 complaints in September 2025, according to the General Directorate of Civil Aviation (Gaca), which ranked the kingdom’s airlines and airlines 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 about 100,000 passengers and quickly tracking how service providers resolve them.
Top Saudi Airlines
Gaca reports 2,399 passenger complaints against air carriers in September 2025.
Flyodeal led the rankings with the fewest complaints – 38 out of 100,000 passengers – while maintaining an average of 98 percent on time.
Flynas placed second with 43 complaints per 100,000 passengers, achieving a 100 percent resolution rate.
Saudia Airlines came third, registering 54 complaints per 100,000 passengers and a rate of 90 percent.
The most common categories of complaints involved flights, followed by cargo services, and then third.
Aircraft performance
| A cargo airline | Complaints to 100,000 passengers | Time resolution rate |
| real life | 38 | 98% |
| the streams | 43 | 100% |
| Saudia Airlines | 54 | 90% |
(All figures as reported by GACA in September 2025.)
Best airports for passenger satisfaction
In the category of international airports that serve more than six million passengers a year, King Khalid International Airport in Riyadh ranks first, registering 15 passengers per 100,000 passengers.
Among international airports that handle less than six million passengers, Abu Dhabi International Airport recorded the lowest number of complaints – four out of 100,000 passengers – with a resolution rate of 100 percent.
Among domestic airports, Sharhah Airport ranks first, with just one complaint per 100,000 passengers and a resolution rate of 100.
Airport performance table
| Airport | Kind of | Complaints to 100,000 passengers | Resolution level |
| IK Khalid International (Riyadh) | Countries in countries > 6 million passengers | “ | 100% |
| ABHA International Airport | International <6 million passengers | 4 | 100% |
| Sharirah Airport | -A domesticated animal | 1 | 100% |
(All figures as reported by GACA in September 2025.)
Saudi Aviation
Gaca said the purpose of issuing its monthly guide is to inform passengers about the performance of airlines and airlines in solving customer problems, to help travelers make better choices.
The authority notes that this step improves transparency, and emphasizes Gaca’s credibility, and encourages fair competition to drive continuous improvement in service quality.
To support these efforts, Gaca has provided airport staff with booklets on how to handle passenger complaints and conducted training for flight attendants and ground handlers in compliance with customer rights laws.
Passenger response
Passengers and visitors can send feedback or complaints 24 hours a day, 7 days a week in several channels:
- Telephone: 1929
- WhatsApp: 011 525 3333
- Official Social Media Accounts
- Email and Gaca website
