Arab News, Tuesday, Sep 19, 2023 | Rabi Al-Awwal 4, 1445
Passenger compensation from Saudi airlines hits $15.4m: GACA
Saudi airlines disbursed a substantial SR58 million ($15.4 million) in
compensation to travelers during the 2021-2022 period, the General Authority of
Civil Aviation has revealed.
In an official statement, GACA emphasized that
these reimbursements addressed a range of customer concerns, including delays,
loss of luggage, flight cancellations, and disruptions to flight schedules.
This initiative aligns with the authority’s
commitment to protecting passenger rights. It also serves as a precursor to the
upcoming regulations set to take effect on Nov. 20, aimed at advancing
operations and supporting the Kingdom’s growth objectives in the aviation
Abdulaziz bin Abdullah
Al-Dahmash, executive vice president for quality and passenger experience at
GACA, said the organization "remains steadfast in its commitment to implementing
regulations that enhance choice, value, and service quality for passengers.”
He further stressed the importance of “robust
protections for passenger rights in cultivating a competitive aviation sector
that serves both the Kingdom and its travelers.”
The announcement serves as a formal reminder to
airlines, their representatives, and agents to adhere to the new regulations.
This initiative is part of GACA’s broader goal of
achieving public interest through the impartial implementation of
regulations, ultimately enhancing passenger satisfaction and the overall travel
experience within Saudi Arabia.
“Beyond safeguarding passenger rights, GACA is
devoted to facilitating a transparent and efficient complaint
process,” Al-Dahmash explained.
“We aim to ensure that passengers are well
informed about their rights and can easily navigate the process for obtaining
refunds as per the regulations,” he added.
In a previous statement made in August, GACA
announced that compensations, in some cases, would increase to 150 to 200
percent of the original ticket value.
These compensations cover every stage of the
passenger’s travel journey, including ticketing, boarding, in-flight services,
in-flight handling, and catering to passengers with special needs. Damaged or
lost luggage could lead to compensation estimated at SR6,568.
As part of the Saudi Aviation Strategy’s
growth objectives, the Kingdom aims to raise the number of passengers by 200
percent, reaching approximately 330 million per year.
Additionally, it seeks to establish connections
with over 250 international destinations by the year 2030, further solidifying
its position in the global aviation landscape.