The Service Level Agreement for E-services aims at stating and clarifying the quality level of the services provided through "SAUDIA" channels

 

SLA
Service name Service description Service channel working hours Availability target Service time Contacts if failed to provide the service as per the SLA
Reservation and Ticketing services All online and offline services relates to booking a flight seats and all services associated with that booking such as (changing, modifying, refund, cancelation, ticket problem handling, boarding services, upgrade, AL-FURSAN loyalty program, Ancillary Services) SAUDIA Website 24/7 99.5% Immediate

Technical 
support form

 

Call center

SAUDIA app in Apple iTunes

SAUDIA app in Google Play

 Telephone (9200 22222) 16/7
(8:00 AM to 12:00 AM)
Up to 20 minutes
Self-service devices 24/7
Main Airport Ticketing office
Central Ticketing offices 12/7
Check-in services All services related to checking inn onboard and checking the baggage. Airport counters 24/7 99.9% Immediate

Technical 
support form

 

Call center

Self-service devices
SAUDIA Website

SAUDIA app in Apple iTunes

SAUDIA app in Google Play

In flight services All services provided inside the airplane after closing the door SAUDIA Website 24/7 99.9% Immediate Report to Cabin manager
Crew onboard
Baggage collection service All services provided after landed to receive luggage such as (baggage collection, baggage claim, baggage loss or damage reporting, etc.) Airports Arrival Terminals 24/7 99.9% 40 minutes Saudia Baggage Office at airports arrival Terminals
Guest complaints services All services related to guest complain which SAUDIA failed to provide as agreed; and failed to rectify the services provisioning. Contact Form 15/6 SAT-THU
(8:00 AM – 11:00 PM)
99.9% 15 working days Telephone 920003777
Telephone (920003777) Immediate
SAUDIA HOLIDAY SAUDIA Holidays is a direct sales channel which providing an online and offline booking package services include an air ticket & Hotels & after sales services for inbound outbound, such as (changing, modifying, refund, cancelation the packages, airline tickets and hotels problem handling, managing  earn tier miles AL-FURSAN loyalty program through book a Packages

Holidays Social media services, managing and supporting All inquiry, complaints received from guests and news communicated to guests
SAUDIA holiday Website 24/7 99.50% Immediate Telephone 920030000

SAUDIA holidays app in Apple iTunes

SAUDIA holidays app in Google Play
24/7 99.50%
Call center 16/7

(8:00 AM - 4:00 PM)

(4:00 PM - 12:00 AM)
66.67%