GACA Wins Two Gold Awards for Best Customer Service and Public Service Center

Riyadh, Saudi Arabia — GACA’s customer care achievements earned global recognition at the 2025 Contact Center World Conference in Berlin. The General Authority of Civil Aviation (GACA) received two gold awards: one for Best Customer Service and another for Best Public Service Center in the EMEA region.

GACA Best Customer Service Anchored in Passenger Rights

The awards reflect GACA’s strong commitment to passenger care. Its Customer Care Center facilitates complaint resolution and ensures transparency under the Passenger Rights Protection Regulation. Multiple communication channels support travelers seeking compensation or assistance.

Educating the Public Through the ‘Know Your Rights’ Initiative

Engineer Faisal Al-Habib, Director General of Customer Care, reaffirmed GACA’s goal to empower travelers. Through the “Know Your Rights” campaign, GACA shares essential information on traveler rights using websites, social media, and airport screens.

This initiative supports GACA’s broader mission to uphold service excellence across all platforms.

Q1 Metrics Reinforce GACA’s Customer Excellence

In Q1 2025, GACA’s Customer Care Center recorded 82,403 interactions. These included 38,205 calls, 8,350 emails, and 19,589 website messages. Additionally, the center received 12,730 WhatsApp inquiries, 2,960 X live chats, and 569 sign language engagements.

GACA Best Customer Service operations maintained strong KPIs: 18-second average response time, 3-minute average call duration, and just 3% missed calls.

Accessible Services Define GACA’s Quality Model

The authority ensures accessible support through private channels and sign language. Travelers are encouraged to provide feedback via post-interaction surveys. This process supports ongoing service improvements and reinforces GACA’s top-tier status.

By combining technology, accessibility, and transparency, GACA continues to set regional standards in civil aviation customer service.

The Saudi Standard’s Input

The Saudi Standard notes that GACA’s recognition is more than an operational success. It also signals strategic alignment. GACA’s customer care aligns with the National Aviation Strategy under Vision 2030. By using accessible platforms and performance data, the authority sets a national benchmark. Moreover, this achievement supports Saudi Arabia’s broader shift toward service excellence, transparency, and traveler empowerment.