Dubai Civil Aviation Authority has confirmed its full readiness to receive passenger complaints and grievances following the launch of a comprehensive aviation consumer protection guide in the emirate, a move designed to enhance traveler rights and regulate relationships with airlines and travel agencies, revealing that approximately 90 complaints were submitted within one month of the guide’s release in April.

The authority stated that the most common complaints revolve around refund requests linked to flight cancellations and delays, highlighting that the guide has been distributed to nearly 4,000 licensed airlines and travel agencies in Dubai to ensure unified implementation across the sector amid growing passenger traffic each year.

As travel seasons approach, the authority issued key recommendations urging passengers to review airline policies before booking, purchase comprehensive travel insurance, document issues immediately, retain all communications, and carefully read terms and conditions before confirming ticket purchases.

Saud Abdulaziz Kankzar, Executive Director of Air Transport and International Affairs, emphasized that the newly introduced guide clearly defines the responsibilities of airlines and travel agencies while establishing structured mechanisms for complaint handling and dispute resolution, ensuring transparency and fairness in passenger dealings.

He further noted that passenger rights include access to clear booking information, immediate notification of any flight disruptions, and entitlement to care and compensation in cases of delays or cancellations, adding that complaint processing may take up to 60 days depending on case complexity, with passengers allowed to escalate grievances within 14 days if unsatisfied with airline responses.