Dubai passenger rights strengthened in new aviation consumer guide
Dubai passenger rights are clarified in a new aviation consumer guide setting timelines for complaints, airline obligations and passenger welfare across the emirate.
Dubai’s aviation regulator has issued a comprehensive consumer care guide that sets a unified framework for passenger rights, complaint procedures and the obligations of airlines and licensed travel agencies. The guide requires passengers to file complaints within 60 days and obliges carriers and agencies to acknowledge receipt within five working days and issue a response within 60 calendar days, with a possible 15‑day extension for complex cases. It also gives consumers the right to appeal to the authority within 14 days of a company decision or the expiry of the response period, while requiring companies to retain complaint records for at least two years.
Key timelines for filing and resolving complaints
The guide defines strict deadlines to streamline dispute resolution between passengers and service providers.
Passengers must submit complaints to the operating airline or licensed travel agency no later than 60 calendar days from the date of the incident, otherwise the company is not obliged to consider the claim. Upon receipt, companies must acknowledge the complaint within five working days and complete their investigation and response within 60 calendar days.
Transparent ticketing and pre‑purchase information
Airlines and travel agencies are required to provide clear, accurate information at the time of ticket purchase to prevent disputes and surprise charges.
Required disclosures include the total ticket price with all taxes and fees, any applicable extra costs, the identity of the operating carrier if different from the marketing carrier, and details of any stops, connections or transfers in the itinerary. Carriers must also state baggage allowances, fees for excess or oversized luggage, and the specific change, cancellation and refund conditions that apply to the purchased fare class.
Obligations when flights are delayed or disrupted
The guide imposes proactive communication duties on carriers and sets out options for affected passengers.
Airlines must inform passengers or their travel agents promptly about the nature, expected duration and cause of a disruption, and provide assistance in line with a passenger welfare programme. When possible, carriers must offer affected travellers a choice between rebooking on the airline’s next available flight, rerouting via another carrier where a commercial arrangement and seat availability permit, or providing a full refund or voucher for the unused portion of the ticket.
Force majeure and limits on compensation
The guide clarifies the treatment of disruptions caused by circumstances beyond an airline’s control while preserving passenger care obligations.
If a disruption results from force majeure, airlines are not liable for compensation under applicable law or international treaties, but remain obliged to use reasonable efforts to arrange alternative travel and to provide appropriate care to affected passengers. Standard welfare provisions apply for up to 72 hours, although the authority retains discretion to extend that period if exceptional circumstances warrant it.
Baggage handling and documentation for claims
The document reinforces international liability rules and the need for supporting evidence in baggage claims.
Airlines are required to honour their obligations regarding delayed, lost or damaged baggage in accordance with applicable international conventions. Passengers are expected to comply with the carrier’s baggage terms and to provide receipts or other supporting documents when claiming compensation for loss or damage.
Appeals to the regulator and denied‑boarding procedures
The guide creates a two‑stage resolution path by allowing administrative review after domestic complaint handling is exhausted or delayed.
Consumers who are unsatisfied with an airline’s or travel agency’s decision, or who do not receive a reply within the prescribed period, may file an appeal with the regulator within 14 calendar days of the decision or the end of the response period. The authority will perform an initial review to confirm that the matter falls under the guide, notify both parties if the appeal is accepted in principle, and invite the company to submit a reply within 30 calendar days.
The guide also sets out procedures for denied boarding: airlines must first seek volunteers willing to relinquish reservations in exchange for negotiated benefits. If insufficient volunteers step forward, carriers may involuntarily deny boarding but must offer affected passengers a choice between returning to the initial point of departure or rerouting them to the final destination, while providing care and assistance as required by the welfare programme.
The guide is intended to standardise industry practice in Dubai and strengthen consumer protections through clearer rights and predictable remedies for passengers. It places concrete responsibilities on airlines and licensed travel agencies to reduce disputes, accelerate resolutions and ensure that affected travellers receive timely information and assistance.
