Saudia 

Staff are so rude
First one at the airport, was rushing my elderly father through security

On the actual flight, one spilt hot coffee on my father and offered no apology or help to get tissues etc

I also had to call to change the flight (I paid extra for a flight that could be rescheduled) and the person on the phone said they couldn’t change it for me! I called back again later and the other person said they could

I have contacted the airline directly to discuss the matters, particularly the coffee that was split on my elderly father, but they have not responded

I flew with them from Vienna to Jedddah and from Jeddah to Bangkok. My husband was injured and I can't thank them enoug for all the kindness that we recive. I flew with Emirates and Quatar. Both very high on all rateings but honestly Saudia is nothing less. Food was nice and the stewards wete very polite. I would be happy to fly with them again.

Unhappy and disappointed so much because of the staff we lost our transit connection, and this made us have our entire booking cancelled also they even didn't bother to let us know that our entire flights were cancelled including the return flight we knew only after 23 days when we had to return home and they didn't let us to board as our tickets were canceled no email no msg was sent to us to make us aware that our booking was canceled !!!!! .
In our transit in jeddah We were waiting at the gate to board and there was no one after a while someone came and we asked them about our boarding and they told us that we miss our flight and they getting ready to prepare boarding for the next flight when we were there waiting at the right gate at the right time. Make sure you speak with them while you wait at the gate make sure there is someone there as they will not call for your names, If they do the boarding even if you have the check in which was our case no one called after our names and there was no one at the boarding gate to let us in. Avoid avoid now we are in hard debt because we had to purchase new tickets which lead us in big financial difficulties ...

It's a big shame when a company like this has this kind of mistakes no customer support in the airport we felt like we don't exist it was such a bad experience for us and I just want to make you aware about their bad policy.

Please do not use this airline, we were left in Nairobi without luggage and received no support from the airline.
Received no communication from the airline for 3 days and then our ticket number stopped working and only found our luggage using the global baggage tracker website. Thankfully our safari company were excellent and helped us track it down in a local courier service delivery depot so they didn't even bother sending it to the hotel they were supposed to!

Only responded to complaint over a week later (clearly just an automated email response) and simply sent us back to the online ticket site. I asked their customer service whether they were willing to compensate us and they said they couldn't do anything or even have a direct complaints team! Was left stuck in Kenya with no baggage, no compensation and no communication as to whether our luggage was lost or how they might get it back to us.

Went for Pilgrimage (Umrah)
On return journey had 5 very small hand luggage all with 1 gift each for friends. The person at the luggage said it was OK but was returned to luggage by another person at check-in. To see a supervisor. Who wanted to charge £200 British pounds each
Totalling £1000.will be travelling on Qatar Airways next time these people were worse than the ones at Pakistan

You are a terrible airline.

I am writing to make a formal complaint and seek a refund for my flight ticket at Saudi Airlines.
Airline reference: M2YBIB
Cost: £1352.04
Depart: 28/08/24
Return: 10/09/24

We had checked in for this flight on 28th of August around 2pm by an Indian woman with glasses at check in Zone F in Heathrow Terminal 4.
We had informed her that our daughter will not be flying with us and that we wanted to keep the return ticket as she will be taking a different route with her grandma and coming back with us.
The woman at the check in counter advised us that this was fine. The ticket will still be there. We spoke to Malik, the check in supervisor, upon our return who said he is unable to trace the woman that checked us in.

We also emailed Saudi airlines to confirm this would be ok 2 weeks prior to us leaving and we were advised that it would be fine.

We were completely unaware that her return was cancelled as we don’t even receive an email to say that.

We were denied boarding when returning from Kuala Lumpur and during the panic we were also taken advantage of by a travel agent who was allowed behind Saudi airline check in counters. The staff had allowed him to pose as a member of the team and he sold us new tickets that were £300 more than online for a flight that was 6 hours later. The staff should not even be allowing him into the area.
His name is Kamal Asokabose
Airline ref for these tickets: 6JUA2H
Depart 10/09/24

We were misinformed and no one wants to take responsibility form your company from the staff in Malaysia, Jeddah, and Heathrow. The team in Kula Lumpur airport did not act in our best interests and allowed a travel agent to take advantage of us during a vulnerable time.

Worst airline experience ever! The service was terrible, the food was poor and they misplaced /lost my luggage. I had to waste my vacation searching for it, and the lost luggage claim process is ridiculously slow.and still no rembousment till today.they spoil my vacation. Please try to avoid this airline as much as you can

My flight from Islamabad to Riyadh was delayed more than 4hours and airline was not interested to provide any information about compensation. Also, Saudi Airlines staff behaviour with the customers was poor.

Absolute nightmare. Customer Service is terrible. Difficult to reach, and once reached they hardly speak English, make promises they do not keep. The worst was a customer service representative in Amman that was so aggresive that a conversation was impossible. They cancelled our family returnflight without notification. I had to find out via the app that it had just 'disappeared'. Have been placing calls to customer service for 2 weeks, no status updates nor resolution. Were just left without any information or possibility to return home. Had to spend an extra 4000 euro to get back home. Never again...

In April, I booked a flight from London to Seoul through Riyadh – SV 110 and SV 896 on 27 Sept, 10:00.
In July, I got an email with an absolutely different electronic ticket through Jeddah and Dubai - so I have to fly over two days instead of one-stop and arrive the day later!
There was no email explaining why they changed it, no question if I authorise this change, no offer of the alternative options.

The worst thing is that I travel with friends, and their ticket was also reissued without any explanation - but to a different flight than mine!

And when I asked to put me on the same flight with them, the support said they didn't understand what I was asking about...

Absolutely ridiculous and I still have no idea what to do. What have I done wrong? I just want to fly with my friends

I booked flights via Booking.com (that review will come later) on 31st October 2023. I booked return flights from London to Seoul via Riyadh. In January 2024 I received notification from Saudia to say our flights had been rescheduled. I called the airline because the alternatives were not acceptable. We ended up with an 11 hour layover but it was the only option. Then in June, 1 month before departure, I had another notification to say our flights had been amended. In fact, the airline had cancelled 2 of our 4 flights with no alternatives. On 19th June I had no option but to request a refund via Booking.com. We had accommodation etc booked for our dream holiday. We had time booked off work etc. I used all of my savings and borrowed money to rebook flights through Trip.com and China Southern Airlines. We were bound by dates so had very little wiggle room. The flights were more expensive and we needed 2 extra nights in hotels. Saudia's customer service is atrocious! Now, nearly 10 weeks on and I still haven't had my refund for the original flights. The guest relations team close tickets without reading the issue. The call centres refuse to accept any accountability and give out email addresses for other departments that also won't accept responsibility. Booking.com can't/won't do anymore as they initiated the refund and Go To Gate have procedures to follow. No one can do anything until Saudia authorise the refund that is still pending! How an airline can cancel flights, without providing alternatives, then subsequently not issue a refund 10+ weeks later, is literally beyond me. Legally, I know they are in the wrong as I have had to seek legal advice. I would never fly with Saudia, ever! Awful!

If you are choosing this airline, be prepared for immense stress, worry, and sleepless nights!

I booked some flights with this airline through a travel agency. The return flight was scheduled for 03:00, August 22 from Islamabad International Airport and 08:10, August 22 from King Abdulaziz International Airport to Birmingham Airport with a 2-hour layover/transfer.

Less than 24 hours we received an email from Saudia Airlines explaining “Please be informed, that one or more of your flights have been affected by a schedule change.” The change affected our flight from Islamabad International Airport now departing at 4:59am (almost 2-hours delay from the flight we originally booked) and was due to land at King Abdulaziz International Airport at 7:59am (Approxiamtely 10 minutes before our next connecting flight to Birmingham Airport (BHX) was due to depart)

We then received a further email from Saudia Airlines yet again explaining “Please be informed, that one or more of your flights have been affected by a schedule change.” The change affected our flight from Islamabad International Airport now departing at 5:54am to reach King Abdulaziz International Airport at 8:54am. However, our next connecting flight from Jeddah to BHX remained unchanged and was still departing at 8:10am which means we will have missed this flight by the time we reached King Abdulaziz International Airport.

Concerned with the prospect of being stuck in King Abdulaziz International Airport, my daughter reached out to Saudia Airlines to find out what was happening with the flights. Unfortunately, they were not helpful at all. They advised as we had originally booked the flights via the travel agency, we would have to reach out to them to source alternative flights as we would not have made the flight departing from Jeddah to BHX. She followed their guidance and reached out to the travel agency again. Unfortunately, they were not helpful either. They explained that as they do not have access to the flight schedules of Saudia Airline and as Saudia Airlines were the ones who changed our original flights, we would have to reach out to them in order to source an alternative flight. Therefore, my daughter reached back out to Saudia Airlines explaining the travel agency have asked her to contact them. Again, they were not helpful and they explained they would not be able to help us and we would need to contact the travel agency. This went back and forth for over 24 hours. In the space of over 24 hours, my daughter was going between the travel agency and Saudia Airlines without no-one taking any responsibility. This created a lot of stress as we worried about missing flights, being stuck in airports and even losing money. Everyone refused to help us.

Out of nowhere, we then received another email explaining our flights have been changed by Saudia Airlines. Our new flights were now departing from Islamabad Airport on 20:40 23rd August landing at Jeddah on 23rd August at 23:45. Our next flight from Jeddah to BHX was then departing on 24th August at 8:10. A roughly 8 hour layover/transfer. As someone with physical medical conditions. This was really difficult for me. This is why we booked our original flights with a layover/transfer of only 2 hours. Again, my daughter reached out to both Saudia Airlines and the travel agency for advice and was again being passed between both. Both not willing to take any responsibilities for the delays with our flights. My daughter asked Saudia whether there were any alternative flights taking place before September (my son has school) and was informed there weren’t any. Feeling like she was getting nowhere, my daughter then informed Saudia she would be happy to accept the flights taking place on the 23rd/24th with Saudia but would at least need accommodation to be arranged for the 8 hour transfer. No support was being provided here either. We had to book a hotel ourselves instead.

However, we then received a further email from Saudia Airlines on 23rd August providing an electronic ticket issuance providing us with different flights. The flights were now departing from Islamabad Airport at 3:00 on 24th August landing at Jeddah at 6am. The next flight from Jeddah was then departing from 8:10 landing at BHX at 12:40. Only a 2 hour layover/transfer. This deeply confused us as we were told this was not possible initially, hence we booked the hotel.

Our experience with Saudia Airlines was appalling. There were a number of last-minute flight delays and changes. Communication was poor. Staff we spoke to was unhelpful. We were being passed back and forth. It was our first ever flights with Saudia and was really disappointing. Would not recommend unless you are happy to have a stressful end to your holidays!

Very good airline. I got a flight with my family from Heathrow to Cairo via Jeddah.

Everything was very good. The food was excellent. Took off and landing was on time. In fact we arrived early. The aircraft was modern boing 787-10
No complaints at all. Thanks.

Honestly I am lost for words. The delay of my flight included waiting 2 hours at the airport and then 2 hours in the plane after the original flight time. A bit of courtesy and kindness would have made everyone feel a lot of more comfortable. But guess what instead of that the Saudi crew decides to blame the passengers. When in the plane I asked how much longer would the delay be and unbelievably the crew member tells me he will call the police. What on earth for? Another gentleman asked a similar question and the crew member tells him that he is not supposed to be here anyways and it’s all the passengers fault. Absolutely disgusting. We are for a service. Saudi airlines really failed to give us that.

Saudia Airlines, an airline with a glitchy website & app plus appalling customer service.

I changed my booking on the 12th Aug 2024 from LHR to RUH & paid for the change. Got an email confirming the rebooking with the date change & charges listed in the email.

Went to check in & booking cannot be found. Had to call up the customer service & was informed no booking on hold & asked to redo the date change. Had to redo the change & was charged an extortion price plus got a flight with timings unsuitable for my aged parents. Had no choice but pay for a flight I could afford. Now my old age parents will fly inconvenient time & arrive early morning hours.

The website is glitchy and the same issue with the app. Very unprofessional customer service & unforgetable experience.

Lets see how much I have to fight to get my refund for the extra I had to pay for the date change & that too for the flight timings I didn't wish to take.

How can a airline company inform a passenger about a delayed flight only 20 minutes before departure time?!

A little bit of decency would be nice and understanding that people have businesses to do, hence a proper communication is a must.

Ryan Air & Wizz Air are champions in disastrous organization however Saudia beats them any time with the way the manage things.

On the top of the unprofessionalism there is an arrogance from the staff at the gate 🤷

A simple explanation would be very helpful Saudia Airlines team.

Never again!

I booked a flight back in Dec 2023, to fly Sept 2024 London - South Korea. By chance, I happened to look at my flights Aug 2024, and noted that my flights had changed significantly for the worse. Flight times had increased from 17hours to 30+ hours, an additional lay over had been added and I was due to arrive 1.5 days LATER in Korea than originally planned. Further more, the return flights were moved to leave earlier than planned due to flight times, and I again returned back to the UK a day later than planned.

When I rang the airline, they said the changes were due to an operational change and I could either accept the new flights or cancel. I opted to cancel and proceeded to fill in the cancellation form only to be informed that I couldn't get a full refund because I had ' accepted the flights'. Upon push back, they did concede I was due a full refund but 3 weeks later I am still owed. After several chases for ANY information on timelines, all have been met with a holding 'we're chasing the relevant team ' response, and there are very few options for escalating, short of complaining to the Aviation Governing body (next step).

In summary;
Grievance 1 - Terrible communication and unreliable. Airline did not inform me of any of the changes and the customer services team are there to send holding responses only.

Grievance 2 - Unwilling or unable to process refunds in timely fashion (even when they are at fault). Note: Gov regulations outline 1 week for refund in these circumstances.

Flight Details:

• Route: Jakarta to Jeddah (connecting to Riyadh and London)
• Date: 13th August 2024 - 14th August 2024, Flight No SV121.

Key Issues Encountered:

1. Lack of Information on Visa Requirements:
At the time of booking and check-in, I was not informed of the need for a transit visa within Saudi Arabia. There was no notice provided on the airline’s app or during the check-in process, leading to significant confusion and frustration upon arrival.
2. Confusing and Stressful Visa Process in Jeddah:
Upon arrival in Jeddah, I was informed that a transit visa would be required. I expected that the visa would be issued in a straightforward manner at the terminal, similar to other international airports. Instead, I was directed to self-service machines, which were extremely difficult to use without assistance. The process was time-consuming, causing distress among all passengers affected. To make matters worse, we were unexpectedly charged $100 per person for this visa, an unanticipated expense that no one was prepared for.
3. Delayed Transfer in Riyadh:
Upon arrival in Riyadh, the process of transferring us to the terminal was inexplicably delayed, causing further inconvenience and anxiety.
4. Unprofessional Crew Behavior:
On the final leg of the journey from Riyadh to London on the 14th of August, I was appalled by the conduct of two male crew members. Despite the plane having ample space, these crew members were unprofessional and exhibited a selfish attitude toward passengers. I even witnessed an argument between one of the crew members and a female passenger, which was both inappropriate and distressing.

Conclusion and Feedback:
This experience was one of the most unpleasant and stressful I have encountered in my 24 years of international travel. Given the lack of transparency regarding visa requirements, the chaotic visa processing, delays, and unprofessional behavior by the crew, I strongly advise other travelers to exercise caution when considering Saudi Airlines for connecting flights within Saudi Arabia.

I hope that my feedback is taken seriously, and that steps are taken to improve the quality of service for future passengers. I look forward to your response regarding this matter.

Wooowwwww. How s.. ty an airline can be. We booked a family trip to Tanzania last September for May 2024 and the airline decided to change our tickets in December which was fine with us. But they decided to change it again and again and again. At the last time we were told because the airline had cancelled many flights we had to stay in Jeddah for 2 nights on the way coming back which was ridiculous. We just asked to cancel the flight and refund us in full. Now it is August and still nothing. We have called the airline over 10 times and they don't care and don't refund. The last time I talked to the supervisor and supper rude and it was like I was not giving her the money. Ridiculous Airline. They want to be line Qatar Airways and Emirates but in their dreams. I travel a lot but will never ever in my entire life will use this crappie airline with their awful customer service

It amazes me how most of these reviews are bad. For me, the experience was amazing and luxurious!!

The business class seats were the best seats I have ever been on in my whole travelling life. They made my trip the most comfortable it could ever be.

The staff are also very hospitable and friendly.

Overall, amazing quality seats, really friendly staff.