UAE: What Is The New Framework For Passenger Rights & Complaint Service Launched For Travellers?

The Dubai Civil Aviation Authority has introduced a consumer welfare directive. It aims to improve the passenger experience of travellers who are flying through Dubai. This way, passengers who are flying through the Dubai Airport will have clearer rights and a new way to raise complaints. Here’s all you need to know about it.

Dubai Civil Aviation Authority Introduces Consumer Welfare Directive

Dubai Civil Aviation Authority launches the Aviation Consumer Welfare Directive of the Emirate of Dubai and its related service.The Directive serves as a clear regulatory reference outlining passenger rights and the obligations of airlines and travel agents, while introducing a… pic.twitter.com/CMoqlQH6he

— Dubai Media Office (@DXBMediaOffice) April 28, 2026

The Aviation Consumer Welfare Directive has established a formal framework which governs the relationship between airlines, passengers, and licensed travel agents in the Emirate. As explained by the Gulf News, it sets out both rights and obligations across the travel journey. The authority has also launched a digital service, as revealed by the Dubai Media Office. Besides this directive, it allows the passengers to submit their complaints and feedback. This can be done through its website and also track their questions in real time. The move has been designed to make the dispute resolution more transparent and accessible.

Also Read: Saadiyat Cultural District Abu Dhabi Launches Museum Pass Starting At AED120; Details Inside

What Does The Framework Mean For Passengers?

This change means a clearer reference point for residents and visitors when they deal with issues like cancellations, delays, or service disputes. Moreover, there is also a structured process to escalate the concerns phone. So, through this framework, passengers will now be able to

• File complaints directly with the authority
• Track the status of their cases online
• Submit feedback on the services of the airline or travel agent

Through the system, the aim is to reduce the uncertainty which surrounds dispute handling. This is especially in cases where travellers are not sure about how to escalate the complaint with the airline or agents. Moreover, the directive also places clear responsibilities on the airlines and licensed agents that are operating in Dubai. It is now required of them to adhere to the defined service standards and cooperate with the authority when it comes to resolving disputes.

Enhancing the service quality and reliability across the Dubai Aviation Sector, the officials aim to create a more predictable and accountable system for travellers when they navigate through disruptions or service issues.

Cover Image Courtesy: DXB Airport/X