بينما يغادر الحجاج بعد تأدية مناسكهم، ‘الطيران المدني’ تعلن عن فرق لمتابعة جودة الخدمات المقدمة لضيوف الرحمن في المطارات

In conjunction with the departure of pilgrims following their performance of Hajj rituals, the General Authority of Civil Aviation (GACA) has deployed specialized teams to monitor and ensure the quality of services offered to these esteemed guests by service providers, including airports and airlines. The objective is to deliver exceptional experiences that enhance the pilgrimage journey and elevate overall satisfaction levels.

As part of GACA’s regulatory and supervisory role in the aviation sector—particularly concerning airports—the authority is actively overseeing the experiences of pilgrims at these facilities. This includes conducting 24/7 inspection rounds to verify adherence to the highest standards in service provision and infrastructure quality. This initiative aims to foster comfort among pilgrims and address any obstacles they may encounter at airports, which serve as their first touchpoint upon arrival and significantly shape the initial impression of service quality.

Inspectors are tasked with evaluating the amenities and services available at airports that host pilgrims across four distinct phases. The initial phase involves a preliminary assessment of airport readiness for both arrival and departure, wherein inspectors conduct thorough audits of all checkpoints that pilgrims traverse.

The second phase focuses on monitoring the performance and quality of services during the peak travel seasons. This includes analyzing 31 performance indicators designed to measure wait times and levels of satisfaction at various travel stages. Observations and operational notes gathered during inspections are shared in real-time with relevant authorities to facilitate timely corrective actions.

The third phase entails the creation and dissemination of a final report for the Hajj season, prepared by a specialized team that analyzes and monitors performance metrics. This report highlights key challenges, identifies opportunities for improvement, and outlines lessons learned, along with actionable recommendations aimed at enhancing service quality for the pilgrims.

In the final phase, GACA collaborates with airports to devise corrective action plans to address previously noted observations, ensuring that service delivery improves in future seasons and that the overall experience of the pilgrims is elevated. Throughout all these stages, GACA remains responsive to complaints and suggestions from travelers, providing education on their rights and responsibilities through official communication channels.

This comprehensive approach underscores GACA’s commitment to not only upholding high service standards for pilgrims but also continuously refining the operational framework to meet and exceed the expectations of these valued visitors. By rigorously assessing service quality throughout the Hajj season and engaging in proactive improvements, the authority plays a crucial role in ensuring that the experience of all pilgrims is both positive and memorable. This continuous engagement, evaluation, and enhancement exemplify GACA’s dedication to the welfare of Hajj attendees, providing them with the fundamental support needed for a seamless pilgrimage experience.