Dubai Civil Aviation Authority Receives 90 Complaints in First Month of New Consumer Protection Guide
The Dubai Civil Aviation Authority (DCAA) has reported a significant influx of passenger complaints following the launch of its Aviation Consumer Care Guide and Service in April. In the first month alone, the authority received approximately 90 complaints, primarily concerning refunds for flight cancellations and delays.
The DCAA’s Customer Happiness and Consumer Protection Department is now fully equipped to handle grievances from travelers. The guide has been disseminated to around 4,000 airlines and licensed travel agencies operating in Dubai, aiming to enhance consumer rights and improve service standards.
Passenger Rights
Saud Abdulaziz Kankzar, Executive Director of the Air Transport and International Affairs Sector at the DCAA, emphasized the importance of passenger awareness regarding their rights. He stated that travelers should be well-informed from the moment they purchase their tickets. This includes understanding the total price, conditions for amendments, cancellation and refund policies, baggage allowances, and itinerary details.
Kankzar highlighted that passengers have the right to timely notifications about any delays, cancellations, or disruptions to their travel plans. Airlines are obligated to provide clear information about available options, which may include alternative flights, rerouting, or refunds for unused ticket portions.
In cases of significant delays, passengers are entitled to appropriate care, such as meals, beverages, communication facilities, and accommodations, as outlined in the passenger welfare program established by the General Authority of Civil Aviation.
Right to Restitution
In instances of prolonged flight delays, airlines must proactively communicate with affected passengers regarding the nature, expected duration, and cause of the disruption. Kankzar reiterated that airlines are required to offer adequate assistance in line with the passenger welfare program.
Should a flight be canceled, passengers have the right to choose between a full refund or rebooking on an alternative flight. Kankzar stated that airlines must arrange for the next available flight with minimal delay or reroute through another airline when feasible, provided there is a business relationship between the carriers.
The Passenger Welfare Program mandates that airlines offer meals and beverages to passengers when delays exceed three hours and ensure hotel accommodations and transportation when delays surpass six hours.
The Right to Appeal
Kankzar explained that consumers dissatisfied with airline or travel agency decisions, or those who do not receive a response within the specified 60-day period, can file a grievance with the DCAA. This period may be extended by 15 days if the passenger is notified. Complaints must be submitted within 14 days of the airline’s decision or the end of the response period.
The DCAA will review grievances to ensure they fall within the guide’s scope, notify the involved parties, and request responses from the airline or travel agency within 30 days. If a grievance is accepted, the authority aims to facilitate an amicable resolution within another 30 days, subsequently informing the consumer of the outcome in writing.
Kankzar noted that the average processing time for complaints is up to 60 calendar days, which includes the response period from the airline or travel agency and the time taken for mediation by the DCAA.
Tips for Travelers
As the travel season approaches, Kankzar advised passengers to thoroughly review airline and travel agency policies before booking. He recommended purchasing comprehensive travel insurance that covers emergencies, documenting any issues as they arise, and maintaining clear communication with airlines or travel agencies. Passengers should also read all terms and conditions related to ticket cancellations or changes prior to making a purchase.
Fixed Obligations of Airlines
Kankzar addressed the responsibilities of airlines in the event of flight delays that may lead to missed connections or important appointments. Regardless of the outcome, airlines must inform passengers of the delay’s nature and available options, provide alternative flights, or issue refunds for any unused ticket portions. Additionally, they are required to offer appropriate care when conditions warrant it.
For further details, refer to the original reporting source: www.emirates247.com.
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Published on 2026-05-22 14:36:00 • By the Editorial Desk
