In a statement on the occasion, Mr. Abdullah Al-Ajhar, EVP Public Relations, said the decision to revamp the customer care division was taken on the directives of HH Prince Fahd bin Abdullah, President of General Authority of Civil Aviation and Chairman of Saudia’s Board of Directors. Prince Fahd wanted the airline to improve its services and interact with passenger complaints positively and quickly.
Mr. Al-Ajhar also noted the support of HE Eng. Khaled Al-Molhem, Director General of Saudia, in implementing the Chairman’s directives.
The unified number to lodge complaints and make proposals to improve services is 920003777, which can be contacted from within the Kingdom and abroad from Saturday through Friday, from 8 a.m. to 9 p.m.
Passengers can send their comments by fax to 026863150 or by visiting the airline’s website and filling the form on the link www.saudiairlines.com/crform or to the email address: firstname.lastname@example.org.
A special email address has been set up to inform airline authorities about lost baggage: email@example.com. People can also inform the department by sending letters to The Customer Care Department, Cost Center 772, PB No. 620 Jeddah 21231, Saudi Arabia or through Twitter or Facebook.
Al-Ajhar said passengers can also present their complaints and proposals by filling a form available on Saudia flights and hand those forms to the flight supervisor or the airline’s station managers. “We always welcome the observations of passengers as part of our efforts to further improve our customer services,” the EVP said.
He said Saudia has appointed 53 qualified Saudi employees including seven women (holding master’s degrees) at the Customer Relations Department, and provided the department with advanced electronic equipment to interact with passengers and solve their problems.
Customer Care is one of the airline’s important departments that follows up the demands and proposals of passengers. Customers represent the criteria to evaluate the services being rendered by the airline and spot its shortcomings and weak points.
Mr. Yousuf bin Abdul Qader Attiah, EVP Commercial Affairs, emphasized Saudia’s desire to strengthen its contacts with customers and win their confidence by improving the work and services rendered by the airline in different locations.
He said Saudia’s chairman and director general have instructed its officials to respond to all complaints and observations of passengers quickly and transparently within 48 hours.
“We have noticed that the number of complaints declined by 2 percent from January through November 2012 compared to the same period in 2011,” Mr. Attiah said.
Passengers complain mainly about automatic cancelation of bookings, automatic locking of air tickets, delay or missing of baggage or damages caused to baggage, and poor ground and inflight services. “We have adopted a lot of measures to deal with these complaints positively by increasing the number of employees to deal with passengers at airports, appointing special staff to supervise baggage handling services, opening counters to receive passengers who do not have confirmed booking or canceled bookings. We have also approved new incentives and punishments for staff.”