The Service Level Agreement for E-services aims at stating and clarifying the quality level of the services provided through "SAUDIA" channels
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) |
 |
24/7 |
99.5% |
Immediate |
Technical
support form
Call center
|
|
|
 (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 |
|
|
|
| In flight services |
All services provided inside the airplane after closing the door |
|
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 |
920003777 |
| (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 |
 |
24/7 |
99.50% |
Immediate |
920030000 |
|
|
24/7 |
99.50% |
| Call center |
16/7
(8:00 AM - 4:00 PM)
(4:00 PM - 12:00 AM) |
66.67% |
