The Dubai Civil Aviation Authority has released a comprehensive consumer protection guide for the aviation sector, marking a significant regulatory move to standardize passenger rights and define clear obligations for airlines and licensed travel agencies across the emirate.

The guide introduces strict timelines for handling complaints, requiring passengers to submit claims within 60 days of the incident, while airlines and travel agencies must acknowledge receipt within five working days and provide a final response within 60 calendar days, extendable by an additional 15 days in complex cases, with passengers granted the right to escalate complaints within 14 days.

A strong emphasis is placed on transparency during ticket purchase, mandating airlines to disclose the total ticket price inclusive of all taxes and fees, along with detailed terms related to changes, cancellations, refunds, baggage allowances, and the identity of the operating carrier, especially in codeshare arrangements.

In cases of flight disruption, airlines are required to proactively communicate with passengers, explaining the nature and duration of the disruption while offering clear alternatives such as rebooking on the next available flight, rerouting through partner airlines, or issuing full refunds for unused tickets, alongside providing care services under passenger welfare programs.

The guide also defines force majeure scenarios, where airlines are exempt from compensation liabilities but must still provide essential care for up to 72 hours, subject to extension under exceptional circumstances, while also outlining strict responsibilities regarding delayed or lost baggage and establishing structured complaint and escalation procedures to ensure comprehensive passenger protection.