GACA sets passengers with special needs compensation at 200% of the ticket value

The General Authority of Civil Aviation (GACA) stressed that air carriers do not have the right to refuse to board people with special needs after tickets have been issued.

GACA said that if the air carrier does not provide appropriate flight, or does not provide the necessary services stipulated in the Executive Regulations for Customers Protection, then the passenger shall be compensated with 200% of the total value of the ticket, if the special need of the client was disclosed before the booking was completed, Saudi Press Agency said Thursday.

GACA aims through these procedures to assist and facilitate travel for those with special needs and overcome all obstacles facing them. This comes through GACA commitment to introduce the Executive Regulations for Customers Protection, under the slogan “Your Rights are Protected”.

GACA stated that travelers with special needs need to be aware of these procedures before traveling: the importance of providing full information of the service they need in advance of their travel. This in addition to notifying the airline 48 hours in advance in case special service, or special equipment is needed, provided that those services are available on that particular flight (medical lift, wheelchair, ventilators with electric hook up on board the aircraft, the usage of hazardous material for the wheelchair battery, or therapeutic oxygen for use on the aircraft).

Furthermore, concerning the rights and privileges enjoyed by the beneficiaries with special needs at the Kingdom’s airports, GACA noted that special equipment used by special needs passengers is not counted within the baggage limit. Moreover, in case of the inability of storing the device in the passenger compartment as portable luggage, it can be stored in the luggage cargo at no additional charge. The airline must receive and return the assistive device in the same condition as it has been received.

Meanwhile, GACA stated that carriers must take into account the need of customers with special needs at no additional charges. Those services include providing wheelchairs and clear signage at the airports during boarding and disembarking. This is in addition to informing the clients in case of cancelation, delays, or change in flight routes. The carriers must also provide them with special care they need, and needed compensations within the Executive Regulations.

This action was by GACA that aims to introduce the public to the Executive Regulation of Customers Protection that is specifically geared towards protecting the client’s rights under the slogan “Your Rights are Protected” — a slogan that is reflected by the quality of services and overcoming all obstacles travelers might face. Furthermore, GACA is working on efforts to enhance transparency and pay special attention to people with special needs.

In this effort, GACA has allocated a customer protection account on Twitter (@GACACare), in addition to GACA main Twitter account (@Ksagaca). A telephone number was also dedicated to serve the traveling public and users of Saudi airports.