GACA issues new passenger guidelines

Logo of General Authority of Civil Aviation (GACA)

Saudi Arabia’s General Authority of Civil Aviation (GACA) approved new passenger protection guidelines to replace the existing customer regulations.

The new guidelines will be applicable as of Nov. 20, 2023, and will warrant the protection of passenger rights and improve the services provided.

The new regulations will focus on supporting passengers in cases of delayed or canceled flights, reservation issues or changing the ticket class. Some refunds reach 150-200% of the ticket fare.

The new guidelines also addressed the rights of the disabled and special needs passengers, along with ensuring a compensation of SAR 6,568 in case of lost luggage and up to SAR 6,568 in case of damaged luggage.

Key Highlights of New Passenger Guidelines
Item	Previous Guidelines	New Guidelines
Delayed Flights	Providing meals, soft drinks, accommodation and means of transport if the delay is more than six hours.	Providing meals, soft drinks, accommodation and means of transport if the delay is more than six hours. A compensation of SAR 750.
Cancelled Flights	100% refund	Up to 150% refund of the ticket value
Overbooking (Passengers not allowed to board)	Refund and a compensation up to 100%	Refund and a compensation up to 200%
Ticket Degrade	100% compensation	200% compensation
Unscheduled Stop	Undetermined compensation	Approximately SAR 500 for each stop
People with Special Needs	200% compensation	A compensation of 200% in case the passenger is not allowed to board. A compensation of SAR 500 in case a wheelchair is not provided.
Lost Luggage	A compensation of SAR 1,750-5,655	A compensation of SAR 6,568
Damaged Luggage	A compensation of SAR 1,750-5,655	A compensation of up to SAR 6,568
Delayed Baggage	SAR 100 for domestic flights and SAR 200 for international flights for every day of delay, for five days maximum.	SAR 740 for the first day and SAR 300 for the second day, up to a maximum of SAR 6,568.
Delay on Runway on Arrival or Departure	Undetermined	For over three hours of delay, a passenger may deboard and receive compensation in line with the relevant regulations.

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