Riyadh Air Complaints: How to Contact and Claim Compensation

Amy Lancelotte

By:  Amy Lancelotte

Last Updated:  July 1, 2026

To complain to Riyadh Air, you use its Help centre, the app, or Sfeer Priority Assist live chat, because the airline publishes no public complaints phone number or email. If your flight departed Heathrow, Manchester, or Madrid, you may be owed up to £520 under UK261 or €600 under EU261 on top of any refund.

Riyadh Air is brand new. Its first scheduled commercial flight took off on 10 June 2026, so most passengers are dealing with a carrier that runs support almost entirely through chat and its app.

Key takeaways

1. Riyadh Air has no published complaints phone number or email. Support runs through Sfeer Priority Assist (live chat and callback), the app, and the Help centre at riyadhair.com/en/help.
2. Under Saudi GACA rules, the airline must respond within 14 days and give you a complaint reference number.
3. If Riyadh Air ignores you, escalate to GACA's Customer Protection Department, then to court.
4. File your complaint before the deadline (60 days for GACA, up to 6 years for UK261), so a slow chat thread doesn’t disqualify you.
5. Inbound legs (Riyadh to the UK or EU) are not covered by UK261/EU261; only Saudi GACA rules apply.

How do you contact Riyadh Air?

There’s no public customer service phone number and no complaints email currently available. Riyadh Air has built its support around chat and its app instead, which is unusual.

Your fastest route is Sfeer Priority Assist. It runs 24/7 for Sfeer loyalty members and lets you start an instant live chat with an agent or book a callback at a time you choose.

You can also use the self-service Help section in the Riyadh Air app or on the website. The official Help centre is at riyadhair.com/en/help.

For a public nudge, social media often gets a faster reply. Riyadh Air is active on Instagram (@riyadhair), X (@RiyadhAir), and Facebook, plus YouTube, TikTok, Threads, LinkedIn, and Snapchat.

A short and factual direct message with your booking reference tends to move things along. Keep the tone calm and the details tight. Keep these details in mind:

• "Contact us" button on the site is a chat-and-callback action, not a form or a phone link. If you ‘are hunting for a number to dial, surprisingly, you won’t find one, which catches a lot of new Riyadh Air passengers out.
  
• Don’t trust the phone numbers and office addresses floating around on third-party "airline office" sites. None are confirmed by Riyadh Air.

Disrupted flight? You might have a right to compensation - up to €600Check Your Flight

How do you complain to Riyadh Air directly?

Start by gathering your evidence before you open the chat. A complaint with proof attached moves faster than a vague one.

Pull together these items:

• Your booking reference and ticket number.
• Flight number, date, and route (for example, RX flight from Heathrow to Riyadh).
• Receipts for anything you had to pay for because of the disruption, such as meals or a hotel.
• A photo of the departure board showing the delay or cancellation.
• A short, dated note of what happened and what you want.

Submit it through the Help centre or Sfeer Priority Assist chat, then ask the agent to log it as a formal complaint and confirm a reference number in writing.

That reference number matters. Under the Saudi GACA Passenger Rights Protection Regulation, the airline must respond within 14 days, give you a reference, and tell you how long it expects to take.

Keep every chat transcript and email. If the matter goes further, those timestamps are your proof that you filed and when.

What can you complain to Riyadh Air about?

Because the fleet is currently a small set of Boeing 787-9 Dreamliners flying a handful of long-haul routes, most complaints fall into a few clear categories:

• Disruptions: delays, cancellations, denied boarding, and missed connections.
• Bookings and check-in: ticket changes, refunds, and boarding problems.
• Baggage: delayed, lost, or damaged bags (governed by the Montreal Convention on international routes).
• On-board and assistance: service issues, and disability or mobility help.

Name the category clearly when you open the complaint. It helps the agent route it without a back-and-forth.

What if Riyadh Air ignores you?

Saudi Arabia's escalation path is set out by its regulator, the General Authority of Civil Aviation (GACA), and it runs in a fixed order.

1. First, you must complain to the airline and get that reference number. You can’t skip this step.
2. If there is no reply, or the reply doesn’t not resolve things, escalate to GACA's Customer Protection Department. The regulator can act on your case, and fines for breaches run up to SAR 50,000 per violation.
3. If it’ is still unresolved after that, the case can go to court.

Watch the clock throughout. Every complaint under the GACA regime must be filed within 60 days of the flight, so do not let a slow chat thread run down your deadline.

When is your Riyadh Air flight worth a compensation claim?

This is where Riyadh Air's tiny route map matters. EU and UK compensation rules only apply to flights departing an EU or UK airport, regardless of the airline.

For Riyadh Air compensation, that means three routes right now:

• Heathrow to Riyadh (UK261)
• Manchester to Riyadh (also UK261) 
• Madrid to Riyadh (EU261).

On these departures, a delay of 3+ hours at your final destination or a cancellation with fewer than 14 days' notice could be worth up to £520 under UK261 or €600 under EU261. Heathrow, Manchester, and Madrid to Riyadh are all long-haul, so the top tier applies.

The flights into Heathrow, Manchester, and Madrid are a different story. A Riyadh-to-Europe leg on a Saudi carrier is not covered by EU261 or UK261. Only Saudi GACA rules apply in this case.

Riyadh Air plans to reach 100+ destinations by 2030, so this list of covered airports will grow. For now, the UK and Spanish departures are the ones that carry a potential right to compensation in cash. The reverse flights do not.

For flight disruption complaints, get more details about flight delay and flight cancellation compensation before you initiate contact with Riyadh Air.

Let AirAdvisor handle the claim for you

If you would rather not handle the back-and-forth, AirAdvisor can file the claim and chase the airline for you.

AirAdvisor works on a no-win, no-fee basis: you pay nothing unless we recover your money. Our lawyers can take the airline to court if it refuses a valid claim, which is something most passengers can’t do on their own.

Example: a Heathrow delay that won £2,080 in UK261 compensation

Colin’s family of 4 from London booked a Riyadh Air flight from London Heathrow to Riyadh on a Tuesday evening to connect onward for a family wedding. The flight left more than 7 hours late, and they landed long after their connection had gone.

He filed through the Help centre chat and got a reference number. Then came the silence. Three weeks of follow-up messages went nowhere, and the claim window was shrinking.

Colin brought the case to AirAdvisor. We had her boarding pass, a photo of the departure board, and the chat transcript, so we built the UK261 claim and pushed it through.

Because Heathrow to Riyadh is long-haul, he was owed the top UK261 tier. The payout came back at £520 per passenger. Colin received a total of £2,080 and didn’t have to continue chasing the airline for answers.

Claim with AirAdvisor and get up to €600 compensationFind out how much you’re owed today.Check Your Flight

FAQ

Does Riyadh Air have a complaints email?

No. Riyadh Air does not publish a specific customer service or complaints email address. The only options are the Help centre, the app, or Sfeer Priority Assist live chat.

Can I file a complaint after I’ve already accepted compensation?

Yes. Accepting compensation for a delay, cancellation, or service issue doesn’t necessarily prevent you from raising a separate complaint about customer service, baggage handling, communication failures, or other aspects of your Riyadh Air experience.

Can someone else submit a complaint on my behalf?

In many cases, yes. Family members and legal representatives may be able to assist. However, Riyadh Air may request authorization or documentation proving they have permission to act for you. In the case of compensation, once you have a reference number, a third-party company like AirAdvisor can act for you as well.

Where does Riyadh Air fly from in the UK?

Heathrow (Terminal 4) and Manchester, both to the Riyadh hub. These UK departures are the ones that fall under UK261, which is why they can be worth a cash compensation claim.

Sources

• Riyadh Air Help centre: https://www.riyadhair.com/en/help
• Riyadh Air homepage and route map: https://www.riyadhair.com/en/home
• Heathrow airline info (Riyadh Air, Terminal 4, code RX): https://www.heathrow.com/airline-contact-info/riyadh-air
• GACA Passenger Rights Protection Regulation: https://gaca.gov.sa/en/rules-and-regulations-category/customer-rights-regulations/guidelines-and-regulations/passenger-rights-protection-regulations/
• Boeing 787 delivery to Riyadh Air: https://investors.boeing.com/investors/news/press-release-details/2026/Boeing-Delivers-Riyadh-Airs-First-Two-787-Dreamliner-Jets/default.aspx

Author:

Amy Lancelotte

Job/Position: Senior Writer & Content Strategist

Amy Lancelotte is a Senior Content Writer and editorial contributor at AirAdvisor with over seven years of experience producing research-based articles for international audiences. Her work focuses on travel, aviation, and air passenger rights, with an emphasis on factual accuracy, verified data, and clear, reader-first explanations.

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