Saudi Rights

MySkyHelp: Your Trusted Partner for Flight Compensation & Rights in Saudi Arabia

Been impacted by a delayed, cancelled, or overbooked flight in Saudi Arabia? Your entitlements are comprehensively governed by the Air Passenger Rights Protection Regulations issued by the General Authority of Civil Aviation (GACA). This robust framework safeguards passenger interests, providing clear guidelines for essential care during disruptions and substantial financial compensation in many scenarios. MySkyHelp is here to simplify these complexities, fighting for every entitlement you deserve.

Understanding Saudi Airline Passenger Rights: What GACA Regulations Say

Saudi Flight Compensation: Your Rights Under GACA Regulations

As air travel has become an integral part of modern life, ensuring the rights and well-being of passengers has become a critical priority. In Saudi Arabia, GACA plays a pivotal role in safeguarding the interests of air travelers through a comprehensive set of regulations and policies.

The GACA Customer Protection Regulations apply to:

• Flights departing from Saudi Arabian airports by both national and foreign carriers.

• Flights arriving at Saudi Arabian airports by national carriers (unless the passenger receives compensation or assistance according to the regulations of the departure country).

These regulations outline your rights and entitlements, providing a framework to address a wide range of scenarios that may arise during your journey.

Key Protections Under GACA Air Passenger Rights Protection Regulations:

1. Right to Information: Airlines must inform passengers promptly about any delay, cancellation, or denied boarding, providing the reason and estimated new departure times. For extended delays, updates must be given every 30 minutes. Upon request, you are entitled to a clear written explanation of the disruption. Airlines must also provide written information regarding passenger rights and how to file complaints.

2. Right to Care (Material Assistance): This essential assistance must be provided by the airline, free of charge, based on the duration of the delay from the originally scheduled departure time. This applies regardless of the cause of the disruption:

   • 1+ hour delay: Drinks and appropriate meals, plus communication facilities (e.g., phone calls, email access).

   • 5+ hours delay: Accommodation (hotel) and ground transportation between the airport and the hotel. This applies if the delay necessitates an overnight stay or a stay exceeding five hours during the daytime.

3. Rights Regarding Denied Boarding: GACA regulations specifically protect passengers from denied boarding. Carriers must minimize denied boarding and are prohibited from denying boarding if seats are available in a higher class on the same flight (passengers must be upgraded free of charge). If you are involuntarily denied boarding due to overbooking, the airline must first seek volunteers willing to forfeit seats in exchange for compensation. If you are involuntarily denied, you are entitled to:

   • Clear written information on your rights and options for travel on an alternate carrier's flight or a later flight with the same carrier.

   • The same material assistance as for delays/cancellations.

   • The choice of reimbursement or re-routing.

   • Fixed monetary compensation:

     • SAR 600 (approx. US$160): For flights up to 1,500 km.

     • SAR 900 (approx. US$240): For flights between 1,500 km and 3,500 km.

     • SAR 1,200 (approx. US$320): For flights over 3,500 km.

   • Exceptions: Compensation does not apply if you fail to comply with regulations (e.g., check-in requirements) or if the carrier arranges comparable air travel within 6 hours of the scheduled departure time.

4. Rights Regarding Downgrading of Booked Class: If you are downgraded to a lower travel class than initially booked:

   • Informing Passengers: Carriers must notify you of available seats in lower classes and obtain your agreement.

   • Partial Refund and Compensation: If you agree to downgrade, carriers must provide a partial refund of the difference in fares between classes, plus 50% of this refunded amount as compensation.

   • Right to Terminate: You have the option to terminate the contract instead if downgraded. In this case, a full refund of the unused ticket price, along with 100% of that amount in compensation, is due.

   • Care Provisions: Regardless of the option chosen, carriers must still fulfill care obligations (refreshments, meals, accommodation for extended disruptions).

   • No Involuntary Downgrades: Carriers are not permitted to involuntarily downgrade passengers without their agreement.

5. Rights Regarding Flight Cancellations: GACA prohibits cancellations except under force majeure. For permissible cancellations, extensive rights apply:

   • Advance Notice Requirements: To avoid care obligations, international flights require 14 days prior notice, while domestic flights require 7 days. If notice is given between 14 days and 24 hours (international) or 7 days and 24 hours (domestic), alternate flight options must be offered.

   • Late Cancellations (within 24 hours): Carriers must find flights within 6 hours of the original scheduled departure or allow termination of the contract. Care provisions (meals, lodging) apply until the alternate flight's departure.

   • Alternate Flight Costs: Carriers must pay any fare differences incurred by you changing flights due to a cancellation.

   • Hotel and Transportation: If cancellations result in an extended overnight stay, carriers cover additional hotel and airport transfer costs.

   • Right to Claim Cancellation: You can request a flight delayed over 6 hours be treated as cancelled, activating stronger remedy rights.

   • Reimbursement and Compensation: Partial refunds and 50-100% compensation amounts on full ticket prices are set based on notice windows to incentivize reliable operations.

6. Rights Regarding Flight Delays: For flight delays, specific rights are defined:

   • Notice of Delays: Carriers must notify you of delays over 45 minutes at least 45 minutes before scheduled departure.

   • Hotel Stays for Delayed Connections: If delays necessitate hoteling passengers overnight, carriers cover additional required accommodation and meals.

   • Treatment of Lengthy Delays: You can request that carriers handle delays over 6 hours as cancellations, activating stronger remedies (reimbursement options, hotel + transportation).

   • Continued Care: For delays extending beyond a new estimated departure time by over 6 hours, carriers must continue providing refreshments, meals, and lodging as initially required.

   • Compensation for Delays: If your flight arrives at its final destination 3 hours or more late and the delay is within the airline's control, you are entitled to the fixed monetary compensation outlined above (SAR 600 / 900 / 1200).

7. Rights of Special Needs Passengers: GACA regulations place specific emphasis on protecting special needs passengers:

   • No Denied Boarding: Airlines cannot deny boarding to special needs passengers after issuing a confirmed reservation.

   • Meeting Needs at No Additional Cost: Airlines must meet specific needs (wheelchairs, designated check-in, boarding/disembarking assistance) without extra charges. They must also notify these passengers about schedule changes, cancellations, or delays.

   • Enhanced Compensation: If a special needs passenger is denied boarding or downgraded, the entitled compensation increases to 200% of the original ticket price. The airline must also secure the earliest possible direct or indirect flight to the final destination in line with the original arrival time.

   • Care, Compensation, and Alternative Flights: Special needs passengers have the same rights to care, compensation, and alternative flights in cases of cancellation, delay, or rerouting as other passengers.

8. Rights Regarding Baggage Compensation: GACA sets clear minimum and maximum compensation levels for mishandled baggage:

   • Standard Baggage Compensation: Between 350-1131 Special Drawing Rights (SDR) for lost, damaged, or delayed checked bags per passenger.

   • Valuable Item Coverage: You can extend liability limits by declaring high-value items in advance.

   • Delayed Baggage Payments: Carriers must compensate passengers up to 20 SDR per day domestic / 40 SDR international, with per-passenger maximums of 100 SDR and 200 SDR, respectively.

   • Payment Deadline: Carriers have 30 days to process approved compensation for baggage issues from the claim submission date.

9. Complaint Procedures: If you believe an airline has violated your rights under GACA regulations:

   • First: Contact the Airline: Lodge a formal complaint with the airline directly and obtain a reference number.

   • Escalation to GACA: If unsatisfied, file a complaint with GACA's Customer Protection Department within 60 days of the incident.

   • Acknowledgement by Airline: If the airline fails to respond to your complaint forwarded by GACA within 15 days, it's considered an acknowledgment of the complaint's validity.

10. Refund and Compensation Procedures: GACA outlines clear procedures for receiving your entitlements:

    • Mode of Payment: Airlines must make payments within 10 business days of acknowledging your right to a refund or compensation. Payments can be made in cash, bank transfers, bank checks, or vouchers, as per your preference. Vouchers can be exchanged for cash at any airline office and may be reused without additional charges.

    • Transparency: Airlines must publish their refund and compensation policies on their websites and in sales offices.

    • Additional Damages: For any damages exceeding the compensation amounts outlined, you can file a lawsuit with a competent court.

11. Additional Provisions:

    • Force Majeure: Airlines are exempt from providing compensation in situations deemed force majeure (unforeseen events beyond their control). However, they must still offer continuous updates and appropriate care and support.

    • Technical or Operational Failures: Airlines cannot claim force majeure if disruptions are caused by technical failures, operational issues, scheduling errors, or negligence.

    • Successive Carriage & Stopovers: Travel involving multiple airlines (e.g., code-share) is considered a single flight. Airlines must clearly inform passengers about such arrangements, all itinerary stopovers, and disclose the actual operating carrier.

    • Pet Refusal: If an airline refuses to carry a pet with a confirmed ticket, they bear the cost of expenses incurred due to the cancellation and must pay compensation of up to 300 Special Drawing Rights (SDRs).

12. Transparency and Advertising: GACA places strict obligations on airlines to maintain transparency:

    • Clearly Disclosed Rights: Airlines must present passenger rights clearly and visibly on their website, sales offices, boarding counters, and baggage claim areas.

    • Truth in Advertising: Airlines must disclose all pricing, fees, and potential additional charges upfront. Advertised prices are considered total.

13. Penalties for Non-Compliance: Airlines violating GACA regulations face substantial fines, which may reach up to 50,000 Saudi Riyals for each violation, in addition to any compensation owed to passengers.

Expert Insight from MySkyHelp:

"Saudi Arabia's GACA regulations provide a comprehensive and robust framework for passenger protection, covering everything from flight delays and cancellations to baggage issues and specific provisions for special needs passengers. The detailed compensation structures, including fixed amounts for disruptions and specific rules for downgrades and denied pet carriage, make these rights among the strongest globally. MySkyHelp's deep expertise in GACA regulations allows us to meticulously interpret these rules and advocate on your behalf, ensuring you receive every entitlement you deserve."

With GACA's comprehensive regulations, there are significant opportunities to claim what you're owed in Saudi Arabia. MySkyHelp's deep expertise in Saudi aviation law and its practical application is your key to a successful and stress-free experience.

Useful Tips for Passengers:

• Know Your Rights: Understanding what airlines should provide, from care during delays to specific compensation amounts, empowers you to demand fair treatment.

• Document Everything Meticulously: Keep all boarding passes, booking confirmations, and any airline communications. Crucially, always ask the airline for the specific reason for the disruption in writing. Also, keep all receipts for any unexpected expenses incurred.

• Insist on Cash, Not Vouchers: If you are entitled to fixed cash compensation, firmly insist on it. Airlines may offer vouchers, but cash is your legal right for qualifying disruptions.

• Understand Your Choices: For cancellations or significant delays (5+ hours), you have powerful rights to choose between a full refund or re-routing.

• Time Limit is Key: You generally have 1 year from the date of the flight disruption to file a complaint with GACA for compensation. Don't delay!

Why MySkyHelp is Your Premier Partner for Saudi Claims:

• GACA Regulation Masters: We possess unparalleled expertise in GACA's Air Passenger Rights Protection Regulations, allowing us to accurately assess your eligibility for all forms of compensation and mandated care. We pinpoint every entitlement you have under the law.

• Challenging "Extraordinary Circumstances": Airlines often cite "extraordinary circumstances" to avoid paying. We are adept at meticulously investigating disruptions to challenge these claims and prove the airline's responsibility. We don't let airlines unfairly avoid their duties.

• Expert Negotiation & Advocacy: We handle all communication with the airline on your behalf, building a robust case and presenting it persuasively to ensure they comply with GACA regulations. We fight relentlessly for your full compensation.

• GACA Complaint Management: If an airline fails to adhere to its obligations, filing a formal complaint with GACA is a critical step. MySkyHelp can guide you through and manage this entire process, ensuring your case is presented effectively to the regulatory body.

• Hassle-Free & Risk-Free Process: From initial claim assessment to final payout, we manage the entire process, saving you immense time, stress, and frustration. You only pay if we succeed in getting you compensation.

Case Study:

Fahad, a MySkyHelp client, experienced a 3.5-hour delay on his domestic flight from Riyadh to Jeddah due to an unexpected technical issue with the aircraft. The airline provided refreshments but stated no further compensation was due. MySkyHelp intervened, confirming the delay was within the airline's control and exceeding the 3-hour threshold. Leveraging GACA regulations, we successfully secured Fahad the full SAR 600 fixed compensation he was entitled to. Fahad simply provided his flight details, and we took care of the rest, ensuring he received his rightful payout.

Expert Insight from MySkyHelp:

"For passengers flying to, from, or within Saudi Arabia, it is crucial to understand that their rights are comprehensive and include significant fixed compensation for airline-caused disruptions. The key lies in correctly identifying the cause of the disruption and firmly asserting your right to that compensation. With MySkyHelp, you gain a powerful ally who ensures airlines comply with their legal obligations and fights for your maximum entitlement, so you don't have to navigate the complexities alone."