Saudi Aviation Authority launches online portal for better customer service

By Shilpa Annie Joseph, Official Reporter
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Saudi Arabia’s General Authority of Civil Aviation (GACA) has launched an electronic portal (e-portal) offering various services to passengers, which includes educating the travelers about their rights.

The portal was introduced to commemorate World Consumer Rights Day, which is celebrated every year on March 15th around the world. The introduced online portal will provide a variety of services to enhance passengers’ experiences and raise the quality of service offered at Saudi airports via dedicated forums for complaints and suggestions.

During the function, GACA highlighted the package of services and initiatives provided to travelers, explaining their rights and duties on trips through regulations and legislation enacted to protect their rights and improve the travel experience.

Furthermore, GACA established a specialized department named the “General Administration of Quality and Protection of Passengers” that developed a special regulation for customers’ rights.

It also allows travelers to communicate with a “digital assistant” to know about their trips’ information and rights and it will receive complaints and suggestions from travelers on Saudi airlines and airports. This is in addition to other services, such as the automatic response via Twitter, and support service for the electronic portal via the unified number, with a specialized and qualified staff working to guide travelers on all issues related to protecting their rights to improve the level of services provided to them.

According to the reports, “GACA’s participation comes in conjunction with the awareness campaign launched by the Ministry of Commerce within the framework of qualitative partnerships that the authority carries out with all governmental and non-governmental agencies to enhance the interactive role provided by the authority in raising awareness and educating travelers of their rights and clarifying the rights guaranteed by the regulations for travelers. This is in addition to raising the level of transparency through periodic reports, follow-up, and continuous evaluation.”

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