The Dubai Civil Aviation Authority (DCAA) has released a new Aviation Consumer Welfare Directive in Dubai, as part of its commitment to protecting passengers’ rights. It applies to passengers travelling to and from Dubai airports.

The document outlines a framework governing relations among passengers, airlines, and licensed travel agents, including travellers’ rights and the obligations of airlines and travel agents.

DCAA’s Role in Handling Complaints

The DCAA has introduced a structured method of handling complaints. Passengers can submit grievances and feedback through the DCAA’s official website and directly track requests, improving the overall customer experience. The authority will act as a mediator.

The authority can manage complaints related to flight delays exceeding prescribed thresholds, involuntary denied boarding, baggage loss, delay or damage, flight cancellations and an airline’s or licensed travel agent’s failure to provide appropriate information or services.

Complaints must be submitted in writing, with supporting documents, within 60 calendar days of the issue arising.

What Travellers Should Remember

Travellers should know that they are entitled to information at the time of ticket purchase, including the total ticket price, terms and conditions for amendments, cancellations and refunds, and baggage allowances, amongst others.

Appropriate assistance, services and timely notifications from the airline are necessary in cases of flight disruptions, cancellations and delays.

Involuntary denial of boarding is applicable provided the passengers are offered the choice of a return flight to the first point of departure or re-routing to their final destination on the airline and are given care and assistance.

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