TL;DR:
- Saudi Arabia’s logistics sector saw over 50 million parcels delivered between April and June 2025. Total service orders, including food and express deliveries, surpassed 101 million.
Naqel emerged as the top-rated courier for customer satisfaction. Only complaints unresolved after 7 days can be escalated to the Transport General Authority.
- No courier company is allowed to operate unchecked as consumer protection remains a regulatory priority.
In a clear sign of Saudi Arabia’s expanding digital economy, more than 50 million parcels were successfully delivered across the Kingdom in the second quarter of 2025, according to a report by the Transport General Authority (TGA). These figures represent the highest quarterly parcel volume recorded to date, reflecting a growing dependence on e-commerce and door-to-door logistics services.Between April and June 2025, the total number of delivery service requests including not just parcels but also food and on-demand courier services reached over 101 million orders. This demonstrates an ecosystem that is not only growing but diversifying, with increased consumer trust and business reliance on digital logistics solutions.
Courier Performance: Naqel Rated Best for Complaint Handling
The TGA’s report also examined how various courier companies performed in terms of customer satisfaction, based on formal complaint statistics. Naqel led the field with the fewest registered complaints, indicating consistently high service standards and responsiveness to customers. Major global and regional players such as J&T Express, iMile, DHL, SPL, and RedBox followed closely, each reporting low complaint volumes per 100,000 shipments.On the other end of the scale, some companies saw elevated complaint rates, including major international courier brands. The TGA emphasized that customers should first raise complaints directly with the delivery company and allow a minimum of seven days for resolution before escalating the issue to the authority.
Strengthening Consumer Protection and Oversight
The authority reaffirmed its commitment to transparency and consumer protection by urging customers to use official channels for unresolved complaints. These include contacting the TGA’s unified call center at 19929 or reaching out to the authority’s verified X (formerly Twitter) account. The structured complaint system not only ensures accountability across logistics providers but also encourages continuous improvement.In addition, the TGA has reiterated its policy of ongoing audits and service reviews to maintain high operational standards across the delivery sector. It sees regulatory oversight as a key pillar in Saudi Arabia’s vision to position itself as a regional logistics hub, supporting everything from local e-commerce to cross-border trade.
Implications for Saudi Arabia’s Logistics and Digital Vision
The surge in parcel deliveries signals more than just a booming e-commerce market. It is a reflection of how the Kingdom is strategically modernising its infrastructure to support rapid digital transformation. Investment in automated sorting centres, real-time tracking technologies, and optimized last-mile delivery networks continues to accelerate, especially in urban centres such as Riyadh and Jeddah.This growth aligns with the country’s broader Vision 2030 agenda, where logistics and smart infrastructure are critical enablers of economic diversification. Industry experts point out that Saudi Arabia’s evolving delivery landscape marked by such large-scale volume and formal regulatory structure is setting new benchmarks for the GCC region.With over 50 million parcels delivered and more than 101 million total orders processed in just three months, Saudi Arabia’s logistics sector has firmly established itself as a cornerstone of the nation’s digital economy. Backed by data, strong regulatory oversight, and rising customer expectations, the delivery ecosystem is fast becoming a model of service efficiency and reliability in the Middle East.
