Saudi airlines pay passengers $15.4 million in compensation for delays, cancellations, others, says GACA
Saudi Arabia’s General Authority of Civil Aviation (GACA) has revealed that Saudi carriers disbursed $15.4 million (SAR58 million) in passenger compensation during the 2021-2022 period.
The reimbursements addressed a variety of customer complaints, including delays, luggage mishandling, flight cancellations, and disruptions to flight schedules, in line with GACA’s commitment to protecting passenger rights and ensuring a fair and efficient travel experience.
Furthermore, the payouts precede the implementation of new regulations set to come into effect on 20 November, aimed at bolstering the kingdom’s aviation sector and supporting its growth objectives.
Protecting passenger rights
GACA’s Executive Vice President for Quality and Passenger Experience, Abdulaziz bin Abdullah Al-Dahmash, emphasised the authority’s commitment to implementing regulations that enhance choice, value, and service quality for passengers, stressing the importance of robust passenger rights protections in cultivating a competitive aviation sector that serves both the kingdom and its travellers.
The initiative is part of GACA’s regulatory amendment designed to serve the public interest through the impartial implementation of regulations and enhance passengers’ experiences within the kingdom.
“Beyond safeguarding passenger rights, GACA is devoted to facilitating a transparent and efficient complaint process,” Al-Dahmash said, adding that the authority aims to ensure that passengers are well informed about their entitlements and can easily navigate the refund process as per the new regulations.
New regulations
The new regulation features 30 articles designed to protect passengers passengers’ rights in the event of flight disruptions, delays, cancellations, and denial of boarding rights due to overbooking, with compensations ranging from 150% to 200% of the original ticket value.
These compensations cover every stage of the passenger’s journey, including ticketing, boarding, in-flight services, in-flight handling, and services for passengers with special needs.
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