The General Authority of Civil Aviation (GACA) sought to elevate the passenger experience across Saudi Arabia’s airports by understanding current pain points and benchmarking global best practices. In partnership with XEBO.ai, GACA conducted extensive audits, interviews, and face-to-face surveys to evaluate the full end-to-end journey.

The project surfaced critical insights through real-time passenger feedback and on-ground research. These findings informed a set of strategic business cases—ranging from infrastructure and flow to commercial recommendations—designed to significantly enhance the passenger experience and align Saudi airports with global standards.

‍