Saudi Arabia Boosts Passenger Rights with New Regulations

Effective November 20, the General Authority of Civil Aviation (GACA) has implemented groundbreaking executive regulations poised to benefit millions of air travellers.

These regulations, comprised of 30 articles, aim to redefine passengers’ rights and obligations, ushering in a new era of enhanced air transport services and travel experiences within and to and from the Kingdom’s airports.

Comprehensive Passenger Rights and Obligations

GACA’s statement highlights the inclusion of provisions in the executive regulations that meticulously outline passengers’ rights and obligations. The primary objective is to elevate the quality of air travel services and streamline the overall travel experience.

Implementation and Awareness

Issued on August 23, the regulations came into force 90 days later. Simultaneously, GACA launched an awareness campaign titled “Traveler First” to educate passengers about their rights and the regulations safeguarding them.

The initiative equips travellers with knowledge on how to navigate unexpected challenges and claim entitled compensations.

Proactive Measures for Passenger Protection

In case of flight delays, cancellations, or other issues, GACA emphasizes the need for affected travellers to first contact the respective airline. If a response is not received within seven days, passengers are encouraged to submit a complaint to GACA, ensuring prompt action against the air carrier.

GACA Commitment to Passenger Satisfaction

GACA’s Vice President for Quality and Traveler Experience, Eng. Abdulaziz Aldahmash underscores the authority’s commitment to passenger satisfaction. The new regulations signify GACA’s dedication to putting the “Traveler First” by offering unprecedented protection and rights in scenarios involving flight delays or cancellations.

Unprecedented Compensation and Protection

The regulations guarantee passengers’ rights to proper care, support, and compensation, amounting to up to 200 per cent of the ticket value. Compensation is applicable in cases of early departure, delays, cancellations, deplaning, or downgrading due to overbooking.

Financial Compensation for Luggage Issues

In the event of luggage loss, passengers are entitled to financial compensation equivalent to SR6,568. For baggage damage, defect, or delay, a similar compensation not exceeding SR6,568 is assured.

Additional Stopovers and Passenger Rights

The regulations also address situations where unexpected stopovers are added post-reservation, clarifying obligations for both passengers and air carriers.

Focus on Special Requirements

Ensuring inclusivity, the regulations extend to passengers with disabilities and special requirements, guaranteeing their rights throughout the travel process.

Aligning with National Aviation Strategy

Eng. Abdulaziz Aldahmash affirms that the regulations align with the National Aviation Strategy, contributing to the improvement of the travel experience in the Kingdom and adhering to international standards.

Charter Flight Considerations

Specifically, the regulations extend to passengers on chartered flights, especially seasonal Hajj and Umrah flights, ensuring their rights are upheld.

In summary, these executive regulations mark a significant step forward in enhancing passenger rights, protection, and overall satisfaction, reinforcing GACA’s commitment to prioritizing the well-being and experience of travellers in the Kingdom.