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As part of GACA’s commitment to enhancing the passenger experience and ensuring the quality of services provided at airports across the Kingdom, the General Authority of Civil Aviation (GACA) has developed the Comprehensive Airport Service Quality Evaluation Program. This program is designed based on global best practices and in alignment with the provisions of Chapter Three of the Airports Economic Regulations.
The program consists of four complementary sub-programs aimed at monitoring and improving service quality across Saudi airports. These include measuring and assessing passenger wait times during their journey, evaluating their satisfaction with the services provided, the quality of airport facilities, and the effectiveness of how airports handle passenger complaints.
GACA conducts an annual performance evaluation and analysis of airports in the Kingdom, with daily monitoring. The results are shared with airports to foster continuous improvement, ensuring that passenger expectations are met and addressing the challenges that lead to underperformance.
Eleven core standards for operational performance, representing the minimum required service levels for the key stages of a passenger's journey, measured uniformly. To view the Operational Performance Standards reports, click here
As part of the General Authority of Civil Aviation’s efforts to improve service quality and enhance operational efficiency through proactive oversight, identifying performance gaps, and creating a pioneering operational model for transforming the passenger experience, the Airport Operational Performance Monitoring Program was launched. This program includes 66 compliance requirements that cover strategic, general, and specific aspects to achieve a comprehensive operational vision and foster a continuous improvement approach to ensure operational excellence.
These requirements include, but are not limited to, the development of training plans and strategies for airport personnel, retention of skilled professionals in airport operations, requirements for capacity studies of operational facilities, and plans to accommodate anticipated growth in air traffic, passengers, and baggage. Additionally, the program emphasizes optimizing the use of technology through automation of processes and data-driven decision-making based on operational data.
The program also includes 57 operational indicators for measuring performance and ensuring operational efficiency. These indicators are categorized into three areas: airside operations, baggage handling operations, and passenger flow operations.
These requirements and indicators are built through data collection, field visits, regular meetings, and ongoing workshops with relevant stakeholders. Monthly, quarterly, and annual reports are issued to track these operational indicators, ensuring continuous monitoring and maintaining the efficiency of airport operations.
As part of the General Authority of Civil Aviation’s (GACA) ongoing commitment to enhancing service quality at airports across the Kingdom and improving the overall passenger experience, the "Passenger with No Bag" initiative marks a revolutionary step forward in air travel.
Launched by GACA, this initiative simplifies travel procedures and revolutionizes baggage handling by enabling seamless acceptance and delivery of luggage between the passenger's place of residence and the airport, catering to all passenger categories.
The initiative operates through two distinct service models, each governed by a specific set of guidelines and procedures designed to ensure efficiency, reliability, and convenience.
To view the Investor's Guide for the "Passenger with No Bag" service, click here.
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