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

 

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)

 24/7 99.5% Immediate technical support
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
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)

 (9200 22222) 16/7(8:00 AM to 12:00 AM) 99.5% up to 20 minute Call center
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)

 Self-service devices 16/7(8:00 AM to 12:00 AM) 99.5% up to 20 minute Call center
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)

 Main Airport Ticketing office 16/7(8:00 AM to 12:00 AM) 99.5% up to 20 minute Call center
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)

 Central Ticketing offices 15/6 SAT-THU(8:00 AM – 11:00 PM) 99.5% up to 20 minute Call center
Check-in services All services related to checking inn onboard and checking the baggage. Airport counters 24/7 99.9% Immediate technical support
Call center
Check-in services All services related to checking inn onboard and checking the baggage. Self-service devices 24/7 99.9% Immediate technical support
Call center
Check-in services All services related to checking inn onboard and checking the baggage. 24/7 99.9% Immediate technical support
Call center
Check-in services All services related to checking inn onboard and checking the baggage.
24/7 99.9% Immediate technical support
Call center
In flight services All services provided inside the airplane after closing the door 24/7 99.9% Immediate Report to Cabin manager
In flight services All services provided inside the airplane after closing the door Crew onboard 24/7 99.9% Immediate Report to Cabin manager
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 920022222
Guest complaints services All services related to guest complain which SAUDIA failed to provide as agreed; and failed to rectify the services provisioning. 920022222 15/6 SAT-THU(8:00 AM – 11:00 PM) 99.9% Immediate 920022222
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
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
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 Call center 16/7
(8:00 AM - 4:00 PM)
(4:00 PM - 12:00 AM)		 66.67% Immediate 920030000