Customer Care at SAUDIA (Saudi Arabian Airlines): A Complete, Practical Guide
Contents
SAUDIA operates a 24/7 contact center and multiple digital channels. Within Saudi Arabia, the main customer care number is 920022222. If you are calling from outside the Kingdom, the fastest route is to select your country/region on the Contact Us page at saudia.com for the nearest office number; many “9200” numbers are domestic-only and may not be reachable from abroad. The official website is https://www.saudia.com, which also hosts live chat during business hours, self-service rebooking/refund tools, and the ALFURSAN loyalty portal. SAUDIA’s mobile app (iOS and Android) mirrors most web functions, including seat selection, payment, travel credit retrieval, and disruption notifications.
For real-time updates and direct messaging, use SAUDIA’s verified social handles, especially X (Twitter) at @SaudiAirlinesEn for English support. Social teams can triage simple issues (itinerary lookups, schedule changes, general policies) but will still request sensitive details via secure forms. Tip: when you need agent help, have your 6-character booking reference (PNR), ticket number (065-XXXXXXXXXX; 065 is SAUDIA’s IATA ticket prefix), and passport details ready. For baggage matters, have your bag tag number (10 digits beginning with 065) and any baggage file reference to speed things up.
- Key details to gather before contacting SAUDIA: booking reference (PNR), ticket number (065-XXXXXXXXXX), traveler name as on passport, flight/date, email/phone on the reservation, and payment method; for baggage: bag tag(s), baggage file reference (format ABCSV12345), photos/receipts if claiming expenses.
- Best practice: use Manage Booking on saudia.com first to check eligibility for same-day changes, refunds, or seat upgrades; agents can process the same actions faster when you’ve confirmed fare rules shown online.
At the airport: service desks and day‑of‑travel help
SAUDIA maintains customer care presence at its main hubs (Jeddah JED, Riyadh RUH, Dammam DMM) and at most outstations through check-in counters, transfer desks, and baggage service offices. On the day of travel, the fastest assistance is usually at an airport desk—especially during irregular operations (weather, ATC, aircraft swaps). Bring a screenshot of your itinerary and any onward connections to help agents re-protect you smoothly.
Arrive early. As a rule of thumb, plan to be at the airport at least 3 hours before international departures and 2 hours before domestic; check-in and baggage drop commonly close 60 minutes prior for international and 45 minutes for domestic flights, and earlier at peak times. If you miss a connection on a single SAUDIA-issued ticket (065), visit a transfer desk and ask for “involuntary rebooking.” If you booked separate tickets, SAUDIA may assist on a goodwill basis, but it’s not guaranteed—be explicit about separate PNRs so staff can explore options.
Baggage issues: reporting, tracking, and compensation
If your bag is delayed or damaged, file a Property Irregularity Report (PIR) with SAUDIA’s baggage service before you leave the airport. You’ll receive a reference such as JEDSV12345 plus your 10-digit bag tag number. SAUDIA participates in the WorldTracer system; you can check status using your last name and file reference at https://wtrweb.worldtracer.aero. Most delayed bags are found within 24–48 hours; ensure the delivery address and contact numbers on your file are correct.
Deadlines matter. Under the Montreal Convention, written notice must be made within 7 days for damaged baggage and within 21 days of receiving baggage for delay claims. If your baggage is declared lost (typically after 21 days), liability is generally limited to 1,288 Special Drawing Rights (SDR) per passenger unless you purchased excess valuation—keep purchase receipts for any high-value items. For interim necessities while your bag is missing, SAUDIA reimburses “reasonable expenses” against receipts; submit claims promptly through the Contact Us or Baggage section on saudia.com with PDFs/jpegs of receipts.
Practical tips: photograph your bag and packing before travel; keep medications, keys, and valuables in your cabin baggage (airlines typically exclude these from checked-bag liability). If your bag is damaged, take photos at the airport and insist on a PIR; do not discard the bag or receipts until the claim is closed. For interline itineraries, the “delivering carrier” usually handles the claim at arrival, but the ticketing airline (065) can help coordinate if escalation is needed.
Refunds, changes, and travel credits
Your fare rules determine what customer care can do without fees. Flexibility varies by brand (e.g., Basic/Guest vs. Flex/Business) and by route. Use Manage Booking on saudia.com to see the exact conditions tied to your ticket number (065-XXXXXXXXXX). If a refund is permitted, SAUDIA typically processes approved credit-card refunds within 7–14 business days; your card issuer may take an additional 5–15 days to post funds. Nonrefundable tickets may still be refundable for taxes/fees not utilized, depending on jurisdiction.
For involuntary changes (schedule change or cancellation initiated by SAUDIA), agents can rebook you to the next available flight in the same cabin at no charge, or process a refund if suitable alternatives are not available. Keep emails/SMS showing the schedule change. If your itinerary includes an EU/UK departure, EU261/UK261 may apply (compensation of EUR 250/400/600 depending on distance and cause), but only for flights departing the EU/UK; SAUDIA is not an EU carrier, so the regulation does not cover non‑EU departures.
If you accept a travel credit instead of a refund, you’ll receive an Electronic Miscellaneous Document (EMD) that can be applied on saudia.com or through agents. Record the EMD number and its expiration. Name changes are generally not allowed; date/time changes are usually possible subject to any fare differences. Always confirm change/no-show cutoffs—missing them can convert a changeable ticket into a no‑show with reduced value.
Special assistance, medical needs, and minors
Request special assistance as early as possible—ideally at booking and again at least 48 hours before departure—so SAUDIA can add the proper SSR codes to your reservation. Wheelchair assistance ranges from WCHR (to/from gate), WCHS (stairs), to WCHC (to/from seat). If you travel with your own wheelchair, note battery type and dimensions; dry-cell and most lithium batteries have specific packing rules. For medical conditions, SAUDIA may require a MEDIF and physician’s note; allow extra time for approval if oxygen, stretchers, or specialized equipment are involved.
For passengers traveling with infants and children, bassinets are limited and must be requested in advance; size and weight limits apply. Unaccompanied Minors (UMNR) require pre-approval and a handling fee; exact age thresholds and fees vary by route, but expect mandatory service for ages roughly 5–11 and optional young traveler assistance up to mid-teens. Bring notarized consent where applicable and ensure the receiving adult’s contact details match the UMNR form. Family seating is best secured early; airport staff can assist but cannot always reseat full flights.
Escalations and formal complaints
If an issue remains unresolved after contacting the call center or airport team, use the web form under Help/Contact Us on https://www.saudia.com to submit a formal complaint. Attach supporting documents: e-tickets (065-XXXXXXXXXX), boarding passes, PIR references, photos, receipts, and any written correspondence. Clearly state what you seek (refund, fee waiver, reimbursement, compensation). Keep your case number; SAUDIA usually acknowledges within a few days and aims to resolve in 7–14 business days depending on complexity.
For flights touching Saudi Arabia, you may also seek guidance from the General Authority of Civil Aviation (GACA) Consumer Protection department via the GACA website (https://gaca.gov.sa). For departures from the EU/UK, if you believe EU261/UK261 applies and the airline’s decision is incorrect, you can escalate to the National Enforcement Body (NEB) in the country of departure. If you paid by credit card and services were not provided, consult your issuer about dispute timelines—but use this only after you’ve exhausted airline and regulator channels.
Document everything. Keep a dated log of calls (time, agent name, summary), screenshots of app messages, and copies of boarding passes and tags. Precise, well-documented claims are resolved faster and with fewer back-and-forths.
Quick reference
SAUDIA website: https://www.saudia.com — 24/7 self-service for bookings, changes, refunds, baggage status, ALFURSAN. Main KSA customer care number: 920022222 (24/7). Official X (Twitter) support (English): @SaudiAirlinesEn. Ticket prefix: 065. Baggage claim deadlines (Montreal Convention): 7 days (damage), 21 days (delay). Baggage liability limit: 1,288 SDR per passenger unless higher value was declared and paid.
