The General Authority of Civil Aviation announced the adoption of a new regulation to protect the rights of travelers, to replace the executive regulation to protect the rights of customers, and the new regulation will be effective from November 20, 2023.
The new regulation aims to contribute to upgrading air transport services, enhancing its efficiency, and improving the traveler’s experience to, from and within the Kingdom, by providing the necessary care and support tools .
The regulations included (30) articles that guarantee the traveler access to care, support and compensation in the event of advance, delay or cancellation of flights, as well as in the event of refusal to board due to overbooking or downgrade. Some compensation amounts to 150% and 200% of the ticket value .
The regulation also guaranteed compensation to travelers in the event of adding a stopping point that was not announced when creating the reservation. The regulation also clarified the obligations of both the passenger and the air carrier .
The regulations dealt with the rights of travelers with disabilities and special requirements, and the regulations also guaranteed the rights of travelers in cases of accidental transport, including, for example, the seasonal Umrah and Hajj trips .
The regulation guarantees passengers, upon loss of baggage, a financial compensation equivalent to approximately 6,568 Saudi riyals, and in the event of damage, defect or delay, a financial compensation not exceeding approximately 6,568 Saudi riyals .
The Vice President of the General Authority for Civil Aviation for Quality and Traveler Experience, Eng. Abdulaziz bin Abdullah Al-Dahmash, confirmed that the new regulation reflects the authority’s interest in the satisfaction of travelers, and its keenness to improve the travel experience in the Kingdom’s skies, by protecting travelers from any sudden changes in air traffic, and providing them with better options .
Eng. Al-Dahmash stated that the authority’s adoption of the new regulation reflects its constant commitment to development, and the search for everything that adds to the passenger experience, in pursuit of achieving the goals of the national strategy for the aviation sector, which aims to enable Saudi Vision 2030, and strive to achieve its goals in the tourism sector and enhance its capabilities to diversify the economy.
