GACA - الهيئة العامة للطيران المدني

Airline Complaint

Quality and Passenger Experience

This Service enable you to escalate your complaint to The General Authority of Civil Aviation

Itinerary - Flight Number - Flight date - Time - Text of the complaint - Ticket number - Booking reference number - Complaint number with the air carrier - Date of complaint with the air carrier -

The passenger must file a complaint with the air carrier first, where he will be provided with a reference number for the complaint with the relevant carrier. In case that the air carrier does not respond to the passenger within 7 days of submitting the complaint, or in case of an objection to the solution provided, the passenger can escalate the complaint to us through one of our channels.

A complaint must be filed with the air carrier first.

Application : The applicant must submit all relevant documents as requested by the General Authority of Civil Aviation.
Review : GACA will review the documents submitted by the applicant and verify if it complies with the regulations and can ask the applicant to update his application.
Issue : GACA will only issue the Certificate/Permit when the E-Service process allows it and GACA is completely satisfied that all regulatory requirements have been adequately addressed.
Delivery : The Certificate/Permit will either be delivered electronically or manually according to the E-Service process.
To create and pay the invoice, please visit the following platform : https://ajwaa.sa