Low complaint numbers and swift resolutions make flynas the standout performer among airlines in June 2025
If you’re flying within or out of Saudi Arabia this summer, there’s one airline that seems to be getting the skies right—flynas. According to the June 2025 classification index published by the Saudi General Authority of Civil Aviation (GACA), flynas emerged as the top performer in passenger satisfaction, boasting the lowest complaint rate and a 100% on-time resolution.
With just 26 complaints per 100,000 passengers, flynas edged out rivals Saudia and flyadeal in a month that saw over 1,300 passenger complaints filed across all carriers.
Complaint Numbers Tell a Clear Story
June was a busy month for air travel across the kingdom. From holidaymakers escaping the heat to business travelers zipping between Gulf cities, traffic surged—and so did passenger expectations.
GACA’s monthly breakdown offers a rare window into how airlines are actually treating their customers. Here’s how the top three fared:
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flynas: 26 complaints per 100,000 passengers — lowest
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Saudia: 32 complaints per 100,000 passengers
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flyadeal: 34 complaints per 100,000 passengers
All three airlines achieved a 100% timely complaint resolution rate, a metric that’s drawing as much attention as the number of complaints themselves.
It wasn’t just about how few complaints were filed—it was also about how quickly they were addressed.
What’s Driving the Complaints?
Not surprisingly, flight delays, cancellations, and mishandled baggage made up the bulk of June’s grievances. GACA noted that flight-related issues led the complaint categories, followed by baggage services and ticketing problems.
Still, GACA officials said the numbers are well within manageable ranges for a summer month—and overall trends suggest improving performance across the board.
And for flynas, the drop in complaints compared to previous quarters is being seen as a testament to its investment in punctuality and customer service responsiveness.
Airport Rankings Also Revealed Surprises
The GACA report didn’t stop at airlines. It also graded airports based on passenger satisfaction and complaint volume—offering insight into where the travel experience is smoothest on the ground.
King Khalid International Airport in Riyadh, which handles over 6 million travelers a year, recorded the lowest complaint rate in its category: just 0.4 complaints per 100,000 passengers. That translates to a total of only 15 recorded complaints for the entire month—and all of them were resolved on time.
The story was similar in the smaller airport categories:
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Abha International Airport (under 6 million annual passengers): 2 complaints per 100,000
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King Saud Airport (domestic): also 2 complaints per 100,000
Each of these airports also posted a 100% timely complaint resolution rate.
One official at GACA said the agency’s goal is to create “radical transparency” for travelers. “This monthly report gives passengers a direct look at how service providers handle problems,” the spokesperson said. “The data empowers people to choose better.”
Here’s How the Top Performers Stack Up
To make the numbers clearer, here’s a snapshot of June’s top-performing airlines and airports from GACA’s passenger complaint index:
| Category | Entity | Complaint Rate (per 100k) | Timely Resolution |
|---|---|---|---|
| Airline | flynas | 26 | 100% |
| Airline | Saudia | 32 | 100% |
| Airline | flyadeal | 34 | 100% |
| Major Intl Airport | King Khalid Int’l (Riyadh) | 0.4 | 100% |
| Midsize Intl Airport | Abha International Airport | 2 | 100% |
| Domestic Airport | King Saud Airport | 2 | 100% |
Passengers can expect these rankings to become a regular fixture in Saudi aviation reporting, as the government pushes toward higher service standards under its Vision 2030 transformation plan.
What Passengers Are Saying
While GACA’s numbers speak volumes, travelers on the ground are already taking notice.
Fatimah Al-Mutairi, a frequent flyer between Riyadh and Jeddah, said she deliberately chose flynas over larger carriers this month. “They’ve been on time for all my flights lately,” she said. “And the check-in staff actually helped me fix a ticket error without any drama.”
Another passenger, Youssef Abdullah, praised the complaint resolution system. “I filed an issue about baggage delay and got a response in 24 hours. I didn’t expect it. They really followed through.”
Of course, not everyone is impressed. Some social media users pointed out that while complaint numbers are low, the quality of in-flight amenities on low-cost carriers remains modest. Still, in a market long dominated by Saudia, flynas is earning a reputation for reliability over luxury—and it’s working.
A Competitive Industry with Eyes on Reputation
Airlines in Saudi Arabia are ramping up not just their fleets, but their brand credibility. With giga-projects like NEOM and growing tourism demand, international attention is sharpening, and complaints—even if rare—are under scrutiny.
One airline executive, speaking anonymously, said GACA’s transparency is forcing carriers to rethink operations. “You can’t hide from these numbers. If you have 50 complaints in a month, it’s public. That changes how we approach customer service.”
As more travelers compare notes and check GACA’s monthly scores, there’s growing pressure on lagging carriers to clean up their act—or risk losing passengers to more responsive rivals.
