SAUDI AIRLINES
SAUDI AIRLINES
SAUDI AIRLINES
18
18
Overall CX Score
Overall CX Score
SAUDI AIRLINES
This is customized report built by Clarity, using AI to analyze feedback from platforms like the App Store and Reddit
CX Intelligence
Key Metrics
CX Intelligence
Key Metrics
18
18
Customer Rating Score
Customer Rating Score
6
6
Support Sentiment Score
Support Sentiment Score
2
2
Recommendation Intent Score
Recommendation Intent Score
Score Breakdown
Score Breakdown
Score Breakdown
of SAUDI AIRLINES's CX Intelligence Score
of SAUDI AIRLINES's CX Intelligence Score
of SAUDI AIRLINES's CX Intelligence Score
The overall rating score is very low, with a significant majority of reviews assigning the lowest possible rating (1 out of 5). Users consistently report severe dissatisfaction with the app and service, citing technical failures, slow performance, and unresolved issues. While there are some positive reviews, the volume and detail of negative feedback heavily outweigh the positive sentiment. The calculated score reflects the predominance of low ratings and critical feedback.
Customer Review Score: 18
The overall rating score is very low, with a significant majority of reviews assigning the lowest possible rating (1 out of 5). Users consistently report severe dissatisfaction with the app and service, citing technical failures, slow performance, and unresolved issues. While there are some positive reviews, the volume and detail of negative feedback heavily outweigh the positive sentiment. The calculated score reflects the predominance of low ratings and critical feedback.
Customer Review Score: 18
The overall rating score is very low, with a significant majority of reviews assigning the lowest possible rating (1 out of 5). Users consistently report severe dissatisfaction with the app and service, citing technical failures, slow performance, and unresolved issues. While there are some positive reviews, the volume and detail of negative feedback heavily outweigh the positive sentiment. The calculated score reflects the predominance of low ratings and critical feedback.
Customer Review Score: 18
Support sentiment is extremely negative, with many users describing customer service as unresponsive, unhelpful, or even dismissive. Numerous reviews mention unresolved complaints, lack of follow-up, and difficulty reaching human agents, with some users explicitly stating that the AI chatbot is ineffective. A few positive comments about staff exist, but they are rare and do not offset the widespread frustration. The score is low due to the overwhelming evidence of poor support experiences.
Customer Support Sentiment Score: 6
Support sentiment is extremely negative, with many users describing customer service as unresponsive, unhelpful, or even dismissive. Numerous reviews mention unresolved complaints, lack of follow-up, and difficulty reaching human agents, with some users explicitly stating that the AI chatbot is ineffective. A few positive comments about staff exist, but they are rare and do not offset the widespread frustration. The score is low due to the overwhelming evidence of poor support experiences.
Customer Support Sentiment Score: 6
Support sentiment is extremely negative, with many users describing customer service as unresponsive, unhelpful, or even dismissive. Numerous reviews mention unresolved complaints, lack of follow-up, and difficulty reaching human agents, with some users explicitly stating that the AI chatbot is ineffective. A few positive comments about staff exist, but they are rare and do not offset the widespread frustration. The score is low due to the overwhelming evidence of poor support experiences.
Customer Support Sentiment Score: 6
Very few users express willingness to recommend the brand; in fact, many explicitly warn others to avoid it. Multiple reviews state 'I do not recommend' or 'never again,' and some users detail negative experiences that led them to switch to other airlines. Only a handful of reviews mention loyalty or positive intent, which is insufficient to raise the score. The recommendation intent score is therefore very low.
Customer Recommendation Intent Score: 2
Very few users express willingness to recommend the brand; in fact, many explicitly warn others to avoid it. Multiple reviews state 'I do not recommend' or 'never again,' and some users detail negative experiences that led them to switch to other airlines. Only a handful of reviews mention loyalty or positive intent, which is insufficient to raise the score. The recommendation intent score is therefore very low.
Customer Recommendation Intent Score: 2
Very few users express willingness to recommend the brand; in fact, many explicitly warn others to avoid it. Multiple reviews state 'I do not recommend' or 'never again,' and some users detail negative experiences that led them to switch to other airlines. Only a handful of reviews mention loyalty or positive intent, which is insufficient to raise the score. The recommendation intent score is therefore very low.
Customer Recommendation Intent Score: 2
Key Findings
Key Findings
Key Findings
Staff Performance
Strengths
Some users praise the airline's in-flight staff, on-time performance, and the comfort of the aircraft on certain routes. A minority of reviews highlight the ease of booking and the user-friendly aspects of the app when it works. There are also positive mentions of the airline's food and generous baggage allowance. A few customers note improvements in the app and express appreciation for the national brand.
Staff Performance
Strengths
Some users praise the airline's in-flight staff, on-time performance, and the comfort of the aircraft on certain routes. A minority of reviews highlight the ease of booking and the user-friendly aspects of the app when it works. There are also positive mentions of the airline's food and generous baggage allowance. A few customers note improvements in the app and express appreciation for the national brand.
Staff Performance
Strengths
Some users praise the airline's in-flight staff, on-time performance, and the comfort of the aircraft on certain routes. A minority of reviews highlight the ease of booking and the user-friendly aspects of the app when it works. There are also positive mentions of the airline's food and generous baggage allowance. A few customers note improvements in the app and express appreciation for the national brand.
Improvement Areas
Opportunities
There is a clear opportunity to improve the reliability and usability of the app, as many users report frequent crashes, login issues, and technical errors. Enhancing the responsiveness and effectiveness of customer support, especially for complex or urgent issues, is critical. Streamlining the loyalty program (AlFursan) registration and redemption processes would address a major pain point. Providing clearer communication about policies, especially regarding visas, refunds, and compensation, could reduce customer frustration.
Improvement Areas
Opportunities
There is a clear opportunity to improve the reliability and usability of the app, as many users report frequent crashes, login issues, and technical errors. Enhancing the responsiveness and effectiveness of customer support, especially for complex or urgent issues, is critical. Streamlining the loyalty program (AlFursan) registration and redemption processes would address a major pain point. Providing clearer communication about policies, especially regarding visas, refunds, and compensation, could reduce customer frustration.
Improvement Areas
Opportunities
There is a clear opportunity to improve the reliability and usability of the app, as many users report frequent crashes, login issues, and technical errors. Enhancing the responsiveness and effectiveness of customer support, especially for complex or urgent issues, is critical. Streamlining the loyalty program (AlFursan) registration and redemption processes would address a major pain point. Providing clearer communication about policies, especially regarding visas, refunds, and compensation, could reduce customer frustration.
Service Failures
Critical Issues
Critical issues include persistent app failures (login, check-in, payment, and booking errors), unresponsive or ineffective customer support, and unresolved complaints about lost baggage, refunds, and compensation. Many users report being stranded, denied boarding, or left without assistance during disruptions, sometimes with vulnerable family members. There are repeated allegations of overbooking, lack of transparency, and inconsistent information from staff. The loyalty program is widely described as inaccessible or nonfunctional, with missing miles and failed registrations.
Service Failures
Critical Issues
Critical issues include persistent app failures (login, check-in, payment, and booking errors), unresponsive or ineffective customer support, and unresolved complaints about lost baggage, refunds, and compensation. Many users report being stranded, denied boarding, or left without assistance during disruptions, sometimes with vulnerable family members. There are repeated allegations of overbooking, lack of transparency, and inconsistent information from staff. The loyalty program is widely described as inaccessible or nonfunctional, with missing miles and failed registrations.
Service Failures
Critical Issues
Critical issues include persistent app failures (login, check-in, payment, and booking errors), unresponsive or ineffective customer support, and unresolved complaints about lost baggage, refunds, and compensation. Many users report being stranded, denied boarding, or left without assistance during disruptions, sometimes with vulnerable family members. There are repeated allegations of overbooking, lack of transparency, and inconsistent information from staff. The loyalty program is widely described as inaccessible or nonfunctional, with missing miles and failed registrations.
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Quotes
Most Impactful Quotes from Customers
Promoter
The first time I travelled with Saudia Airlines, they exceeded our expectations as a family. Both ground staff and crew were extremely courteous and helpful in every way possible.
Neutral
The flight itself is fine, but we paid extra for seats with extra legroom and a bassinet. Unfortunately, the seats we were given didn’t have the hooks to attach a bassinet, even though the seats next to us did. The flight attendants refused to help, despite the fact that our booking specifically stated a bassinet would be provided. They also don’t offer assistance if you need to prepare baby formula, nor do they allow families with children to board first.
Detractor
Absolutely shocking experience with baggage handling and completely unresponsive customer service. Despite having a 3-hour connection, my checked luggage was not loaded onto the plane. After landing, I had to wait 2 hours at the airport before being told to fill out forms LGWSV12448 Five days later, my bag was finally delivered — but it was badly damaged. I sent photos and multiple emails to this so-called 'world-class airline', but received zero response.
Customized Action Plan
Customized Action Plan
Customized Action Plan
Stage 1
Conduct a comprehensive technical audit and urgent bug-fixing sprint for the app, focusing on login, check-in, and payment failures, as these are the most frequently reported issues.
Establish a dedicated escalation channel for urgent customer complaints, ensuring that unresolved cases (e.g., lost baggage, denied boarding) receive prompt human attention.
Trial Clarity's AI Agents to handle repetitive support queries and triage issues, reducing the burden on human agents and improving response times for common problems.
Stage 2
Launch a Voice of Customer (VoC) program to systematically collect, analyze, and act on feedback regarding app usability, support quality, and in-flight experience.
Integrate real-time service status updates and self-service options (e.g., baggage tracking, refund requests) into the app to reduce dependency on support channels.
Deploy Clarity's AI Agents to provide 24/7 multilingual support, with seamless handoff to human agents for complex or unresolved cases, as reviews indicate language barriers and AI limitations.
Stage 3
Launch a Voice of Customer (VoC) program to systematically collect, analyze, and act on feedback regarding app usability, support quality, and in-flight experience.
Integrate real-time service status updates and self-service options (e.g., baggage tracking, refund requests) into the app to reduce dependency on support channels.
Scale Clarity's AI Agents to monitor VoC data, identify emerging pain points, and provide actionable insights for continuous CX improvement.
Stage 1
Conduct a comprehensive technical audit and urgent bug-fixing sprint for the app, focusing on login, check-in, and payment failures, as these are the most frequently reported issues.
Establish a dedicated escalation channel for urgent customer complaints, ensuring that unresolved cases (e.g., lost baggage, denied boarding) receive prompt human attention.
Trial Clarity's AI Agents to handle repetitive support queries and triage issues, reducing the burden on human agents and improving response times for common problems.
Stage 2
Launch a Voice of Customer (VoC) program to systematically collect, analyze, and act on feedback regarding app usability, support quality, and in-flight experience.
Integrate real-time service status updates and self-service options (e.g., baggage tracking, refund requests) into the app to reduce dependency on support channels.
Deploy Clarity's AI Agents to provide 24/7 multilingual support, with seamless handoff to human agents for complex or unresolved cases, as reviews indicate language barriers and AI limitations.
Stage 3
Launch a Voice of Customer (VoC) program to systematically collect, analyze, and act on feedback regarding app usability, support quality, and in-flight experience.
Integrate real-time service status updates and self-service options (e.g., baggage tracking, refund requests) into the app to reduce dependency on support channels.
Scale Clarity's AI Agents to monitor VoC data, identify emerging pain points, and provide actionable insights for continuous CX improvement.
Stage 1
Conduct a comprehensive technical audit and urgent bug-fixing sprint for the app, focusing on login, check-in, and payment failures, as these are the most frequently reported issues.
Establish a dedicated escalation channel for urgent customer complaints, ensuring that unresolved cases (e.g., lost baggage, denied boarding) receive prompt human attention.
Trial Clarity's AI Agents to handle repetitive support queries and triage issues, reducing the burden on human agents and improving response times for common problems.
Stage 2
Launch a Voice of Customer (VoC) program to systematically collect, analyze, and act on feedback regarding app usability, support quality, and in-flight experience.
Integrate real-time service status updates and self-service options (e.g., baggage tracking, refund requests) into the app to reduce dependency on support channels.
Deploy Clarity's AI Agents to provide 24/7 multilingual support, with seamless handoff to human agents for complex or unresolved cases, as reviews indicate language barriers and AI limitations.
Stage 3
Launch a Voice of Customer (VoC) program to systematically collect, analyze, and act on feedback regarding app usability, support quality, and in-flight experience.
Integrate real-time service status updates and self-service options (e.g., baggage tracking, refund requests) into the app to reduce dependency on support channels.
Scale Clarity's AI Agents to monitor VoC data, identify emerging pain points, and provide actionable insights for continuous CX improvement.
Your voice of customer, unified
Your voice of customer, unified
Bring all your feedback into one place—so product, support, customer experience and leadership work from the same source of truth.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
Create experiences people remember for the right reasons
Chat with our team to talk through build vs. buy and how to level up your customer experience.
How leading brands use Clarity
How leading brands use Clarity
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
20 million
Monthly Customers
We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.
Alexandra Motto
Director of Product & Design Operations
“Clarity treats all of our unstructured customer feedback like true data. Their NLP models pick up on sentiment and sort it into categories. We can search everything instantly, see the numbers, and even build our own customizable feedback dashboards.”
126 million
global subscribers
126 million
global subscribers
126 million
global subscribers
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
700 million
weekly active customers
Chosen by OpenAI to surface insights from customer conversations securely.
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
Clarity cuts VoC analysis time by 55%, helping Minoan prioritize high-impact features fast
Jen Barwick
Head of Customer Experience
"Clarity helps us replace guesswork with real data from our feedback. I can go into product meetings with clear evidence"
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
70 million
weekly active customers
Turning rider and captain feedback into smarter everyday experiences
467,000
monthly customers
467,000
monthly customers
467,000
monthly customers
System normal
System normal
System normal