Saudia / Saudi Arabian Airlines / Saudia Airlines
Reviews and Complaints

Shaiful, London 9/8/2014

I was looking for a flight to Jeddha for my Umra. I saw the Saudi airlines website is asking for the lowest price. As a result I tried to book the flight I want. But at the end it was of wasting my time and energy. I have tried 10 times to book the flight. Every time I got the same message "Generic Error" we are having difficulty with the credit card details provided, please validate the credit card information in your profile and try again. As I knew my all credit card is registered with secure 3D settings but to be confirm I have checked with my bank . They told me your card is register with on line 3D secure system.

Then I sent an email to the Saudi Airlines Technical team and explain about the problem. They replied me with answer " Please be sure from your credit card activated with 3D Secure also the number on the website is provided to contact with them is wrong.

At the end I tried to booked my ticket by calling to their call centre and they charged me extra £40 from the web price. After spending 25 min I managed to book the flight. Today I went to their Saudi airlines website to check everything is right. But unfortunately I found one of my infant boy name is incorrect on their system. I called them again on the premium number (Min 10 pence) to short out the problem. One of their agent told me to send the passport information by attaching email. I also did that. Afternoon I received another email saying" Please contact us the soonest in order to deduct the fees and reissue the ticket."

My question to them Why I need pay extra fees to correct my tickets information when it was done by their agent. To be honest I had bad experience with Saudi Airlines 10 years before. Only for Umra I had to chose it again. Other wise I will not fly with them even if they reduce the price. I don't mind pay little bit extra for customer service. Saudi Airlines only getting costumes for the Hajj and Umra. Other wise so many people will avoid it I believe.

Saudi Air Airlines has very bad Bad Business Class Service. They employ 18 year olds who don't have a clue, don't even have a pen, and cannot smile. Air crew are headed by bad hosts/hostess who are going so quick to serve you, with mini-mini-portions, and some are not available on a half empty flight from Cairo- Jeddah. The AV system is not working, and the business class seats headrests are broken and keep falling down. Worst flights, worst service, they are so arrogant and expensive for nothing.

Compliant Saudia Airlines

I purchased 6 return tickets ( V class tickets) online to
fly between Johannesburg and Jeddah on Saudia airlines to perform pilgrimage in
Mecca and Medina. I was to fly between Jeddah and Medina on a connecting
flight. I was due to fly on 16/1/14 and return on 26/1/14 ( 3 passengers). The
other three passengers were going to return on 6/2/14. I paid R5578.60 per
ticket. I had confirmed all my accommodation and land arrangements.

I was informed by a friend that the online ticket was not
valid for pilgrimage and that I needed to check with Saudia airlines regarding
this. I phoned Saudia Airlines on
30/12/13 and was informed by the call centre agent ( Refilwe Morodi) in
Johannesburg that my ticket was invalid for pilgrimage and I would be denied
boarding on this class of ticket. She asked that I pay a further R5161 per
ticket to upgrade to L class to fly to perform pilgrimage. I enquired why THIS
discrimination by the airline for performing the pilgrimage. I was told that Saudia
Airlines was trying to promote tourism by offering a cheap V class ticket.

I then received an e-mail from Saudia Airlines stating that if I did not pay the upgrade amount my
flight would be cancelled by 04:00hrs on 3/1/14.

The next day (31/1/13), I phoned the manager of Saudia
Airlines, a Mr Mazen, who tried to justify Saudia policy by stating that they
were trying to promote tourism and that I have to pay the higher price if I
want to perform pilgrimage.

I pointed out to him we were NOT informed on the website
when making online bookings regarding Saudia Airlines discriminating policies.
I also pointed out to him that in South Africa unlike Saudi Arabia we have the
consumer protection act that protects the consumer. He become angry and then told
me that he will get someone to help me. I was phoned half an hour later by
Zelma Almano who reiterated Saudia Airlines discriminatory policy but said she
would try to help me to find a solution. She asked that I phone her on 2/1/14
and if I was unable to get hold of her, I must speak to Refilwe.

I phoned the call centre on 2/1/14 and tried to get hold of
Zelma in vain. I then spoke to Refilwe who insisted that I pay the extra money
or lose my booking. I then paid an amount of R30966 electronically fearing that
I would lose my booking and initial money that I paid.

I then received a series of e-mails form Saudia with
different booking numbers and incorrect dates of travel. I also received one
e-mail with my name as the passenger with a one way flight to Jeddah with no
return.

I tried in vain to speak to Zelma who promised to help, and
then eventually to Mr Mazen, who suggested I deal with Zelma.

After many phone calls and e- mails I was phoned by Zelma on
10/1/14, just 6 days before my flights that they cannot fix my bookings for
technical reasons and that they are prepared to offer me a full refund (OF BOTH
THE ONLINE AND EFT PAYMENTS) and cancel all the incorrect bookings. I agreed to
this. I was paid the R30966 but am still waiting for the refund of the amount
of R33471.60.

I have sent numerous e mails to Zelma and Mr Mazen
requesting my online payment refund but nothing has been done so far. I
received an e-mail eventually from Saudia head office in Jeddah stating that
the amount I paid was non-refundable since it was booked online on a cheap
class of ticket.

This is not acceptable to me since I DID NOT CANCEL MY
FLIGHTS, IT WAS SAUDIA AIRLINES THAT CANCELLED MY FLIGHT.

I AM THERREFORE DEMANDING THAT THE MONIES OWED TO ME BE
REPAID TO ME AT ONCE.

Please note the following about my complaint

1.
Saudia Airlines discriminates against pilgrims
by asking them a pay a higher fee to fly to Jeddah.

2.
The above discriminatory policy is not stated on
their online booking website.

3.
Saudia Airlines cancelled my ticket, they are
responsible for the refund of the amount I paid for the online booking.

4.
Saudia Airlines agreed to a full refund which
they have not done yet.

5.
It is extremely difficult to get through the
call centre in Johannesburg . I have
waited many hours on many occations, waiting to speak to someone.

6.
I have all the e-mails correspondence between
Saudia and myself to prove my allegations.

7.
Saudia airlines cancelled my booking only 6 days
before I was to fly. This significantly inconvienced me and my family since I
had to re-arrange all my airlines and land booking.

8.
The contact details for Saudia Airlines is
[protected]/[protected]

9.
The contact details for the Country manager of
Saudia is Mr mazen [protected]

10.
The email address for Zelma is [protected]@saudiairlines.com

11.
Zelma has been extremely helpful thus far.

Complaint Saudia Airlines
I purchased 6 return tickets ( V class tickets) online to fly between Johannesburg and Jeddah on Saudia airlines to perform pilgrimage in Mecca and Medina. I was to fly between Jeddah and Medina on a connecting flight. I was due to fly on 16/1/14 and return on 26/1/14 ( 3 passengers). The other three passengers were going to return on 6/2/14. I paid R5578.60 per ticket. I had confirmed all my accommodation and land arrangements.
I was informed by a friend that the online ticket was not valid for pilgrimage and that I needed to check with Saudia airlines regarding this. I phoned Saudia Airlines on 30/12/13 and was informed by the call centre agent ( Refilwe Morodi) in Johannesburg that my ticket was invalid for pilgrimage and I would be denied boarding on this class of ticket. She asked that I pay a further R5161 per ticket to upgrade to L class to fly to perform pilgrimage. I enquired why THIS discrimination by the airline for performing the pilgrimage. I was told that Saudia Airlines was trying to promote tourism by offering a cheap V class ticket.
I then received an e-mail from Saudia Airlines stating that if I did not pay the upgrade amount my flight would be cancelled by 04:00hrs on 3/1/14.
The next day (31/1/13), I phoned the manager of Saudia Airlines, a Mr Mazen, who tried to justify Saudia policy by stating that they were trying to promote tourism and that I have to pay the higher price if I want to perform pilgrimage.
I pointed out to him we were NOT informed on the website when making online bookings regarding Saudia Airlines discriminating policies. I also pointed out to him that in South Africa unlike Saudi Arabia we have the consumer protection act that protects the consumer. He become angry and then told me that he will get someone to help me. I was phoned half an hour later by Zelma Almano who reiterated Saudia Airlines discriminatory policy but said she would try to help me to find a solution. She asked that I phone her on 2/1/14 and if I was unable to get hold of her, I must speak to Refilwe.
I phoned the call centre on 2/1/14 and tried to get hold of Zelma in vain. I then spoke to Refilwe who insisted that I pay the extra money or lose my booking. I then paid an amount of R30966 electronically fearing that I would lose my booking and initial money that I paid.
I then received a series of e-mails form Saudia with different booking numbers and incorrect dates of travel. I also received one e-mail with my name as the passenger with a one way flight to Jeddah with no return.
I tried in vain to speak to Zelma who promised to help, and then eventually to Mr Mazen, who suggested I deal with Zelma.
After many phone calls and e- mails I was phoned by Zelma on 10/1/14, just 6 days before my flights that they cannot fix my bookings for technical reasons and that they are prepared to offer me a full refund (OF BOTH THE ONLINE AND EFT PAYMENTS) and cancel all the incorrect bookings. I agreed to this. I was paid the R30966 but am still waiting for the refund of the amount of R33471.60.
I have sent numerous e mails to Zelma and Mr Mazen requesting my online payment refund but nothing has been done so far. I received an e-mail eventually from Saudia head office in Jeddah stating that the amount I paid was non-refundable since it was booked online on a cheap class of ticket.
This is not acceptable to me since I DID NOT CANCEL MY FLIGHTS, IT WAS SAUDIA AIRLINES THAT CANCELLED MY FLIGHT.
I AM THERREFORE DEMANDING THAT THE MONIES OWED TO ME BE REPAID TO ME AT ONCE.
Please note the following about my complaint
1. Saudia Airlines discriminates against pilgrims by asking them a pay a higher fee to fly to Jeddah.
2. The above discriminatory policy is not stated on their online booking website.
3. Saudia Airlines cancelled my ticket, they are responsible for the refund of the amount I paid for the online booking.
4. Saudia Airlines agreed to a full refund which they have not done yet.
5. It is extremely difficult to get through the call centre in Johannesburg . I have waited many hours on many occations, waiting to speak to someone.
6. I have all the e-mails correspondence between Saudia and myself to prove my allegations.
7. Saudia airlines cancelled my booking only 6 days before I was to fly. This significantly inconvienced me and my family since I had to re-arrange all my airlines and land booking.
8. The contact details for Saudia Airlines is [protected]/[protected]
9. The contact details for the Country manager of Saudia is Mr mazen [protected]
10. The email address for Zelma is [protected]@saudiairlines.com
11. Zelma has been extremely helpful thus far.

To whom it may concern

It is with great disappointment and disgust that I write this email, unfortunately the Saudi office in South Africa have given me no choice.

I purchased tickets on the Saudi Airline website in October 2013 and it in no way stipulated that I will not be able to use the class purchased for Umrah. I was told that I needed to upgrade my ticket should I wish to be on the flight for umrah, otherwise I will not be allowed on the flight. I did inquire that in the terms and conditions on the day I bought the ticket it by no way mentioned that this was not the correct class for umrah neither was it mentioned that I wont be able to travel to Saudi on this class. After much deliberation it was agreed that we would pay the amount, which we did for the upgrade to take place. Considering that this is Saudi Airlines fault and not the customer as they did not inform us.

When we went to the office as there were other passengers querying the same issue that they would need to pay extra to upgrade there tickets, they were told by Mr Mazen Al-Athel ( South Africa GM) that he is innundated of the number of customers querying this issue and he agreed that they would not need to upgrade or pay, as he said that it would not be fair as the rules changed after we had bought our tickets. he will allow for them to travel on the original price and class for umrah. I then mentioned that this is not fair and consistent as you made me pay for 6 passengers upgrade and if you decide to apply a rule to certain passengers then it should be allowed to all passengers on this flight. Mr Mazen then agreed that he would refund me the money within 5 working days. I was delighted by this and all the administrators working in the office were witness to this that it will happen in 5 days I will get my money.

The concern now is, that it has been over a week and have not yet received my refund of R12000 rands. I inquired about this and Mr Mazen said that he has changed his mind and I will no longer receive the money. This is unacceptable and without integrity, that an airline of the this calibre would make promises to customers in front of other passengers and there after retract his statement. I am dumfounded. I honestly did not expect this.

What does this say about the integrity of Saudi Airlines, and there value system to its customers, that we are entitled to do whatever we wish whenever we wish. We don't value our customers and the people we employ people who are without integrit

This is in relation to my travel starting from London on the 10th of June with Saudi arabian airlines which was an annoyance and a severe grief, the half bit (beginning) was still satisfactory but the second half Jeddah to Lahore SV 730 was a disaster and disturbing flight mentally. Flight SV 112 - SAA London to Jeddah MON 10 JUNE 2013: was normal with normal but still below standard services in terms of management service staff performance their ability to cope up with customer on flight needs, quality of food.As meat and chicken/beef was served which was the middle eastern or eastern continental recipe it is really necessary for food to be hot and it wasn't served at it's right temperature and quality was compromised.Much of this is common in both flights I traveled in my schedule in June.Before this I traveled same route but with British airways and it was way far much more better however they don't have a high/good ranking.
SV 730 - SAA Jeddah to Lahore WED 26 JUNE 2013: was the the most terrible flight I have had in my travel history and the most disgusting low class or cheap services were offered in which at that moment I had a strong indignation for being treated unfair and value for consideration not given.Most of the problems are quite common as above SV 112 but more discouraging for following reasons:
-Availability of choice between food items.
-Temperature of food served.
-Refreshments very poor
-Side items with main course not up to international selection of side items.
-Flavored juices used instead of natural with less alternates with less/few alternates
-On flight basic need items such as blankets were not available SV 730 SAA (Supply was much short).
-Lack of entertainment, This is one of the reason why I would regard this flight a terrible off standard cheap flight .On asking for a news paper the crew member gave me an old news paper stating this is only we have on flight.
-Bad smell was a problem on flight at the upper deck where I was given a seat and an air hostess was serving, I had to request her five time to spray some fragrant spray as a result of this pungent smell she replied OK but nothing happened and no changes brought in and passengers sat in for hours until their receptors became smell less.
-Staff unhygienic .
-Air craft was damaged at or from many places interior upper deck from the edges, I made the crew members aware of the fact but they simply replied we are not responsible and nothing is in our hand and "NOTHING WE CAN DO ABOUT IT", this represents poor staff training and their lack of knowledge and as well as lack or inability to provide competent services to both employer and their clients but the airline is to be held responsible to employ such staff with low morale and inefficient behavior and not properly monitoring their performance and providing them with relevant training and on flight knowledge.
Staff members the crew did not even know who to make notes to or make complaints to, what authority? This clearly means the captains team who is not aware of flight safety procedures for themselves how can they save hundreds of lives travelling.
-Staff training and behavior, customer public relations dealings.
-Lack of knowledge on flight rules and safety procedures .
-Damaged aircraft.Damaged aircraft can never be allowed to take off. or maybe subject to NTSB imposing heavy fines or putting off IATA.
This is the very first time I have suffered through all this and my experience was made worst by the Saudi Arabian Airlines.I have no personal problems with the company and its members neither my wishes or standards are too high or too low, what I have mentioned is are simply facts and require deep considerations as what they claim to be striving to be worlds best airliner is opposite to their mission statement by what you actually do .I don't ever wish to be traveling with this airline and don't feel advisable for others as well.

01 September 2013
Saudia Mix- up Drops passengers at wrong destination .
In the strongest possible terms I am reporting the following incident which occurred to my wife Wejdan Ghazi Albataineh and two daughters Rama and Raneem Alawneh, all Jordanians, last Thursday, 29 August 2013, coming back from Amman to Jeddah on flight No : SV 630, for action by the concerned agencies of the Saudia Airlines .
According to their confirmed coming back booking the said flight suppose to be directly from Amman to Jeddah, leaving Amman Queen Alia International Airport at 14:00 hours, arriving at Jeddah King Abdul-Aziz International Airport at 16:00 hours on Thursday 29 August 2013 with no mention at all of Madinah Airport as a stopover . But for unexplained, unknown reason and apparently without telling the passengers the flight stopped At Madinah .
As my wife was not aware of this flight change at all, and knew according to the ticket information that it is anon-stop, believed the plane landed at Jeddah, she got off with the kids, had her passport stamped by the immigration, went to collect the luggage which did not show up after a very long wait . She became extremely shocked, broke in tears and about to collapse the moment she was told she got off at the wrong destination.
She and the kids were gratefully helped by someone who put them on the nearest next flight to Jeddah, where myself having a tough, long and boring time waiting for them at Jeddah airport .
Questions might be asked !
01-Isn’t it the responsibility of the pilot or the cabin crew to inform all passengers of the trip’s details from A-Z .
02- Were there any call saying the plane landed at Madinah and Jeddah passengers must remain seated ?
03- Shouldn’t the flight supervisor or whoever take all necessary measures and precautions to make sure that no passenger is getting off at the wrong destination ? like asking or checking the departing passengers available documents .
04- Was there any head count of the remaining passengers to make sure none of Jeddah’s passenger was missing ?
05- What would happen to my wife and the kids and myself, if they were not lucky enough to find three available seats in a next flight to Jeddah, and got stranded for a long time there ?
06- I believe based on IATA Rules and Regulations, my wife and the kids in such case are entitled to a compensation for the hard time and the moral damage they had secondary to dropping them at wrong destination .
You are kindly requested to investigate this error, and ensure that whatever procedural breakdown happened in this case will not occur . And I believe the incident did raise issues over security .

Yours Faithfully
Mohammad Alawneh
e-mail [protected]@hotmail.com
mobile No : 0

Staff treats all passengers as laborers travelling for free.
Saudi Airlines ticketing staff and Airport staff need to be trained how to give respect to fellow passengers
Worst airline with worst staff

Saudi airlines
I had travelled from delhi to wadi al dawasir via riyad on saudi airlines on the 19th of september 2012.
I had a bad experience in the riyad airport.
After i had got off the aircraft at 3. 15 p. M. , i got on to a bus with other passengers to reach the airport terminal. I forgot to collect one of my hand baggages from the bus. I realized this fact within 5 minutes. Then i rushed towards the exit door through which i had entered the airport building.
When i told the matter to the security people, they didn’t allow me to go out and collect the baggage from the bus. Had they allowed me to go and collect the bag from the bus, i could have collected the hand bag from the bus. Instead they told me that the bag will come to the baggage belt.
But to my dismay, i couldn’t find the bag there. Then i approached the saudi airlines baggage office. They didn’t try to find the bag. They just said if they find it they will inform me. I felt those words were silly even then itself. I request everyone to boycott saudi airlines.

Pratheesh kumar
Salman bin abdulaziz university
[protected]

It is quite unhuman to leave passengers in airport for more than32hours without solid information when they will travel.
in short my daughter university student in khartoum(Sudan) travelled from Madinah to Jedah on 17April 2012 flight no sv1671 and delyed her Jed-Krt flight no sv 451 on 18 April 2012.for more than28hours, saudi airline provide them accomodation after fighting with thier staff, passengers who supposed to leave Jed. to Khartoum at 5:35 am on 18 april were kept in departure hall till !:00 pm when saudiairline decided to send them to 3 stars hotel Jedah downtown, at 11:00pm saudiairline alarmed them to be ready in the main reception to leave the hotel and told them thier flifgt will be at 1:00 am 19 April 2012 then kept them in the departure hall without information till 5:30 am that thier flight will be at 7:30am 19April2012.in simple words saudiairline lost a lot due misconduct with its customers(no transperancy, no sense of humanity)

Unfortunately …
I and my family flew from Jeddah to Madina on May 27, 2011 flight number 1428
According to the schedule the departure time is 12:50, without any explanation the plane took off at 13:26
After about 30 minutes the plane started to shake and it was like a problem is going on and we were frightened
As I know, whenever there is a situation the pilot use to be in contact with the passengers
There wasn’t any positive action from the pilot to explain to the passengers about the situation.

It is my first time to experience a Horrified flight

Dear Sir/Madam.
My father Mr.Ukani Fakhruddin Abbasbhai was returning from Hajj from Jeddah to Kolkata(India) on 23rd of November 2010 by flight number SV/5028, the airlines staff did not loaded his one baggage which content cloths and gift items brought for relatives and friends and ZAM ZAM water which is very auspicious and impotant to bring from Hajj for all muslims, this thing happend not only with my father, there were hundreds of pilgrimage complaining the same abt lost of baggage and ZAM ZAM water, some passenger did not recieved even single baggage due to mismanagement of airlines staff, even ground staff of airlines at Kolkata does not have any proper reply for the same, my father Hajj cover number is WBF-140-3-0 issued by Hajj commitee of Kolkata, India during their Hajj.
So i request your good self to please look into this matter so my father and all gets their baggages and ZAM ZAM water as soon as possible.
Thanking you and oblige.

Dear Sir/Madam.
My elder brother Mr.Ukani Asgar Taiyebali was returning from Hajj from Jeddah to Kolkata(India) on 23rd of November 2010 by flight number SV/5028, the airlines staff did not loaded his one baggage which content cloths and gift items brought for relatives and friends and ZAM ZAM water which is very auspicious and impotant to bring from Hajj for all muslims, this thing happend not only with my brother, there were hundreds of pilgrimage complaining the same abt lost of baggage and ZAM ZAM water, some passenger did not recieved even single baggage due to mismanagement of airlines staff, even ground staff of airlines at Kolkata does not have any proper reply for the same, my brother Hajj cover number is WBF-51-4.0 issued by Hajj commitee of Kolkata, India during their Hajj.
So i request your good self to please look into this matter so my brother and all gets their baggages and ZAM ZAM water as soon as possible.
Thanking you and oblige.

Dear Sir,

I was travelled with my wife on 27-12-2008 after performing Hajj from Madina Munawarah to Karahi through SV 712 and till now I have not received my one ZAmZAM cane. The Concern staff (Mr. Abid, Mr Atif) was inforemed for the same. They responded properly and assures that they will contact soon and I will get my ZAM ZAM soon.

After so many caontact they infored me that after last Hajj flight on 11-01-2009 the Saudi Arabisn Ailines will be decided for the policy for missing ZAm ZAM. enven now I have not received any iniciative from them.

Muhammad Tariq zafar
Mrs Mah Talat

[protected]

For the sake of improving your business with many travel agents worlwide and in far east in specific especially during Hajj season, I prefer to select your crew carefully, as they represent the company image.

I ask you to take decisive action against Ms. Kanza Tahry Hasany, who makes a lot of violation, asking guests to make friendships, money, offering to bring wines and drugs.

She has many legs to Indonesia, where my agents head office locates.

Her details which I received from 2 of my customers:
Kanza Tahry Hasany
Mobile: 00966 (0) [protected]
Bank account: [protected]