Saudi aviation authority serves over 191,000 beneficiaries in H1 2026

The General Authority of Civil Aviation has released its customer care communication statistics report for the first half of 2026, revealing that its care center handled 191,619 interactions across various channels.

According to the report, the center received 72,288 calls via the unified number, 33,351 emails, 7,265 direct messages through X (formerly Twitter), 34,264 interactions via the website, and 42,471 chats on WhatsApp. The center also handled 1,275 complaints through the Tawakkalna platform and 705 calls using sign language support.

The report noted that the center operates according to high quality standards, with an average response time of 12 seconds and an average call duration of 4 minutes and 21 seconds. Only 1% of calls were missed, while 86% of inquiries were resolved on the first attempt and customer satisfaction reached 87%.

The center employs a number of qualified Saudi professionals to deliver top services, and offers video call support in sign language for the deaf to ensure accessibility and privacy. Satisfaction levels can be measured after each interaction.

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Ongoing development of service channels

The General Authority of Civil Aviation continues to enhance its customer care system by expanding digital channels, monitoring performance indicators, and utilizing interaction data to improve service quality, accelerate response times, and boost beneficiary satisfaction.