A new regulatory directive and an online complaints platform are now in place for airline passengers and travel agents operating under Dubai’s civil aviation framework, giving travellers a more defined set of rights and a formal channel to raise grievances.
The Dubai Civil Aviation Authority’s Aviation Consumer Welfare Directive sets out the obligations of airlines and licensed travel agents doing business in the emirate, while also spelling out what passengers are entitled to across different stages of the travel process — from booking through to disputes over delays or cancellations.
Director General Mohammed Abdulla Lengawi described the initiative as a calculated move to bring Dubai’s regulatory environment in line with global benchmarks.
“The launch of the Aviation Consumer Welfare Directive and its related service represents a strategic step that reflects DCAA’s commitment to strengthening passenger rights and advancing Dubai’s civil aviation ecosystem,” he said. “Through this initiative, we aim to provide an advanced regulatory environment aligned with international best practices, improving service quality, and strengthening customer confidence in the sector.”
Accompanying the directive is a digital service accessible through the authority’s website, through which passengers can file complaints, submit feedback on airline or travel agent performance, and monitor the progress of their submissions in real time. The authority will act as a mediator between travellers and service providers, with airlines and agents required to cooperate with its dispute resolution process and meet defined service standards.
The authority has also called on industry stakeholders to support implementation by raising awareness among their customers.
