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.
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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.
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.
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