Business Profile

Airline Ticket Agency

Saudi Airlines

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Complaints

This profile includes complaints for Saudi Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

22 total complaints in the last 3 years.
10 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/16/2025
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I flew with Saudi Airlines from *** on 16 Nov. 2024; and arrived in *** on 18 Nov. 2024. My checked luggage, however, was significantly delayed.When the said luggage arrived in my house after almost two weeks on 1 Dec. 2024, it was delivered damaged. I had bought the suitcase brand new prior to my flight; and it was my first time to use it. Due to the airline's poor baggage handling, I could not use it anymore.After three months of waiting, I was finally compensated for the delayed luggage; but NOT for it being damaged by the airline. I'm still awaiting the airline's response for my damaged suitcase.
Business Response
Date: 03/21/2025
On behalf of Saudi Arabian Airlines, I would like to extend my sincerest apology for the inconvenience you experienced. In order to investigate this matter and proceed with any baggage damage compensation, kindly provide baggage.
damage claim number.
Customer Answer
Date: 03/21/2025
To Dispute Resolution Team,

It's Ticket# *******.

Thank you.

Regards,
Resti
Business Response
Date: 03/27/2025
Kindy be advised that compensation for ticket ******* was completed in the form of an electronic exchange EMD and emailed to you on 11 Feb 2025
Please provide online case number for damaged baggage
Customer Answer
Date: 03/28/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23074189

I am rejecting this response because:

There are two issues here:

1. Baggage Delay. Ticket *******. My bag was delivered to me thirteen (13) days after my arrival date. The compensation for the delayed bag was reflected on my account on 18 Feb. 2025.

2. Baggage Damage. Ticket *******. When my suitcase was delivered, it had a major dent; and all the zippers were broken, that's why it arrived with a zip tie. The said suitcase is not usable anymore. Photos are available, if needed. I have not been compensated for my damaged bag; and am still waiting for the compensation for this.

Regards,
Resti
Initial Complaint
Date:03/14/2025
Type:Product Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint against Saudia Airlines regarding multiple unauthorized charges for seat upgrades that were not honored.I was charged $61.60 four times for seat selections that I did not receive because I separately paid for an upgrade. Since I paid for the upgrade separately, I should not have been billed twice for seats on the same flight. Additionally, I was charged $106 for a seat + upgrade on one leg of my trip, but this upgrade was not honored. My ticket and confirmation emails clearly stated that the upgraded seat would be provided. However, upon boarding, there were other passengers occupying the seats, and they refused to move. Even after involving a flight attendant, the issue was not resolved, and I did not receive the upgrade I paid ****** total, I have been charged $352.40 for seats and upgrades that were never provided. I have made multiple attempts to resolve this issue by contacting Saudia Airlines via email, their website, and phone, but I have been ignored at every turn. Furthermore, my bank has been unable to resolve the dispute as Saudia Airlines refuses to cooperate.I am seeking a full refund of $352.40 for these unfulfilled seat upgrades and selections. I expect Saudia Airlines to address this matter promptly and provide appropriate compensation for the inconvenience caused.Thank you for your assistance in facilitating a resolution.
Business Response
Date: 03/18/2025
Kindly provide receipts for charges
Saudia ticket number in order to investigate complaint
Customer Answer
Date: 03/21/2025

Business Response
Date: 03/26/2025

Per my previous response to this case, kindly provide the following:
Saudia ticket number
receipts for charges
Customer Answer
Date: 04/01/2025
065216882113803
065216882113804
065216882113703
065216882113704
Customer Answer
Date: 04/28/2025
Issue **** resolved but the company did reach out on April 14. I havent heard anything since.
Initial Complaint
Date:02/11/2025
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau,I am filing a formal complaint against Saudia Airlines regarding the mishandling of my mothers flight, which resulted in unnecessary emotional distress, financial loss, and the wrongful cancellation of her return ticket.On January 27th, 2024, my mother, Josnara *****, was denied boarding at *************************************** (***) due to incorrect information provided by a Saudia Airlines check-in agent. The agent falsely claimed that Bangladesh requires a passport with six months of validity. However, this rule applies only to Bangladeshi-born U.S. citizens, not to Bangladeshi passport holders like my mother, who holds a valid Bangladeshi passport and a U.S. Green Card. The ****************** confirmed that she was fully eligible to travel, yet Saudia Airlines still refused her boarding. This last-minute refusal caused her significant emotional and physical *********** fix it, I was forced to purchase a new ticket at my own expense with ************* for her to travel from ************************************ (***) to *****, where she successfully completed her journey without any issues.I had made it explicitly clear to Saudia Airlines that her original return flight on March 1st should remain unchanged so she could return with us. However, I recently received an email stating that her return ticket has been canceled due to a "no-show"this is false and completely unacceptable. The only reason she did not board her original flight was because Saudia Airlines wrongfully denied her boarding.I am demanding an immediate explanation for this error and the reinstatement of her return ticket at no additional cost. I have already contacted the travel agency (*******), and they have directed me to address this issue directly with Saudia Airlines. Despite my efforts, the problem remains unresolved.I expect a written response detailing the corrective actions taken as soon as possible. Passenger name: ******************
Business Response
Date: 03/18/2025

On behalf of Saudi Arabian Airlines, I would like to extend my sincerest apology for the inconvenience you experienced. Please be advised that passport was still valid but not for a minimum of 6 months from the date of arrival as TIMATIC stipulates. It does make exemptions for Nationals of ********** who enter with an expired passport, but again your passport was not expired. Regarding your ticket, since it was booked via Expedia, we were unable to make any changes to the ticket and the guest was informed to reach out to their booking agent.
Kindly note that in the past we have accepted guests with the same situation and received heavy fines from the Bangladesh government authority.

Our staff followed the proper procedure according to the information published in TIMATIC (Travel information Manual Automatic).
Customer Answer
Date: 03/23/2025
Hi there,
First of all, it's not about from where I bought the tickets and that's why you guys cannot refund me. ******* has contacted you guys many times, but you guys have declined each time.

For Josnara *****, I request that you keep her return ticket, as she traveled by *************. We thought we would all go together, but the day she reached *****, you canceled her ticket and rescheduled tickets for five passengers. When I asked for her return ticket to be reinstated, you asked me to pay more.

Ive attached some documents for your reference; please go through them. Since you rescheduled the tickets, passengers ******* ********* and ***** ********* could not make it. I contacted ******* for a refund, but according to their records, they show they flew, when in fact, they are still in *****. This is very disappointing and frustrating for me.
Initial Complaint
Date:01/13/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I travelled on Saudi Airlines on November 18th 2024, my luggage was severely damaged, filed a damage report to my luggage at ***********, received an email for confirmation, hasn't been contacted since then, has been ignored every time I call Saudi Airlines customer service, told I have to submit another claim which is impossible after that long, my designed bag is a total damaged on its first trip.
Business Response
Date: 01/28/2025
Ms. ******* was compensated on January 24, 2025 by *** on an agreed amount.
Customer Answer
Date: 02/07/2025
The Saudi Airlines hasnt resolved the problem yet
The customer relations and the US-Canada manager arent helping
I had transferred the whole issue to my lawyer and hes going to send them a letter of intention which gives them 30 days to respond or face legal action.
Initial Complaint
Date:11/18/2024
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was not allowed to enter onboard saying that i was late to check-in, which is not true, as i already checked-in @4:15pm, and the flight was scheduled @5:00pm.i checked in my luggage, and got my boarding pass (attached), the supervisor said he closed the gate early TODAY!, i tried to explain that the boarding pass showing (gate closing 20min to departure) which is 4:40pm, he was surprised and left me there with no response.I had to stay overnight in the airport, searching for any emergency flight back home, i was able to find one to a different city that cost my about $800, also i was shocked when i was told that my luggage was travelled in the flight that i have missed!!!
Business Response
Date: 11/21/2024
Please be advised that *** airport system show that guest was denied boarding due to late arrival
Customer Answer
Date: 11/30/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22571738

I am rejecting this response because I already checked in at 4:15 and arrived at the gate at 4.23 !!

Regards,

******* *******
Initial Complaint
Date:11/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau,I am writing to express my extreme frustration with Saudia Airlines regarding a damaged baggage claim I filed on September 26th. Despite providing a receipt for my damaged Delsey Paris luggage, which retails for $200-$500 plus tax, Saudia Airlines has refused to offer fair compensation.This incident has caused significant inconvenience and financial loss. I kindly request your assistance in resolving this matter promptly and securing a resolution of either $200 USD plus tax or a replacement of the damaged luggage.Thank you for your attention to this urgent matter.Sincerely,***** Grace ********
Business Response
Date: 11/21/2024
Guest was compensated based on her email with ***** Paris bag receipt/invoice to guest relations of bag cost in rupees, GR converted compensation amount to CAD.
Customer Answer
Date: 11/22/2024
Dear BBB,
Thank you for your support.
The guest relations has contacted me with compensation of 140 USD for damaged Delsey Paris luggage .I have provided my mailing address and waiting to receive it.I will update once I receive the amount.
Sincerely,
*****
Initial Complaint
Date:10/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had booked my flight with Saudia on the 13th of October from ** . But I was hospitalized with chest pain on the 11th and a stent was put into the heart artery . I was not allowed to fly till the 15th . I applied to saudia air with all the documents from the hospital and the heart surgeon and asked for a weeks extension without a penalty but they refused . I m an old man living on SS income and cant pay $500 penalty . I must to ******** as my daughter is getting married . Please intervene and help me getting an extension without penalty . Thanks ***** ***** ***** Was flying on 10/13/3024 By Saudia from ** Thanks
Business Response
Date: 11/08/2024
Please be advised that our record show that ticket was re-issued.
Initial Complaint
Date:09/17/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to share the Ambassador's recent experience on flight SV 335 from ********* to ***** on 13th September ******* a frequent traveler and a loyal customer, the Ambassador was disappointed to find that the chair in her business class seat was broken, leading to discomfort throughout the flight. This negatively impacted her overall experience, which she had anticipated would be enjoyable in your premium cabin.We kindly request that you address this issue, as maintaining the quality of your services is essential for your customers. Thank you for your attention to this matter; I look forward to your response.We hope that upon her return she will not have the same issue.
Business Response
Date: 11/01/2024
With regards to broken seat complaint for travel from ********* to *****, kindly note that Guest Relations reviewed the complaint and found no inflight services broken seat report registered for guest Alam El Din.
Please note that complaint is not for travel TO/FROM the ****
Customer Answer
Date: 11/04/2024
Dear *********************** be informed that i report this issue to the concern staff on that flight and then i was moved to an another seat.
Photos of the broken chair has already been forwarded to your attention. It is not my fault if the your personal has not report the issue.
I hope that my claim will taken into consideration.

Regads
Initial Complaint
Date:08/08/2024
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Madam/Sir;Saudia Airline charged my credit card for air travel then it denied the traveler her right to travel for no legitimate reason on May 13 and then again on May 16. We asked the airline agent at the airport to show us the proof that green card holders need a **** to enter ******, she said that her decision was the proof and it was "her way or the highway".Their agent at the airport Ms. Ms. ****** ***** abused her authority, contradicted ******************** rules and allowed the Saudia Airline to steal $2000 from our money after it refused to give us the service we bought. We contacted the airline for ticket refund but Saudia airline refused to refund the ticket fully claiming that their airport agent have the authority to refuse any traveler at their discretion and they do not need to show any document to support their decision.Please find attached in the *** file detailed documents. Please take the legal measures to disallow the Saudia Airlines to abuse its authority at the airport, contradict ******************** rules, and steal US residents money by charging their credit cards for service it refuses to render. Kind regards.
Business Response
Date: 09/03/2024
Good morning,
With regards to Ms. ******* s complaint, please see below:
Ms. ****** arrived to check in travelling LAX/***/AMM, presenting her SYRIAN passport with no **** to *************
Check in agent check the Timatic(Travel Information Manual Automatic) and advised Ms. ****** that **** is required prior to arrival to Jordan for Syrian Nationals.
According to Check in agent and Supervisor, Ms. ****** only presented her Syrian passport, did not mention or present her residency card.

Customer Answer
Date: 09/10/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22113436

I am rejecting this response because ***** ****** immigrant **** was in her passport and her green card was presented with her passport to Saudia Airlines agent at ******************. Both the **** and the green card are only 18 month old. How can a Syrian citizen enter and leave *** without a valid ****??!! Has she fallen from the sky on **********??
I attached copies of her passport with the immigrant **** stamp on it and the valid and non-expired green card as PDF file. All of them were shown to the Saudia Airlines counter agent at Los Angeles passport to no avail.

Regards,

***** *******
Initial Complaint
Date:06/18/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I flew Saudi airlines and my bag was delayed due to the airlines fault. The airline has refused to acknowledge my numerous attempts in person, phone and via email to receive compensation for my delayed luggage receipts. I presented receipts for USD $1458.80 for clothing that I needed while my bags were delayed upon my arrival at my destination.
Business Response
Date: 07/25/2024
Compensation provided by swift on July 10, 2024
Customer Answer
Date: 07/25/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*****************

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Saudi Airlines is NOT a BBB Accredited Business.