[Editor’s Note: For the latest updates on how US-Iran hostilities have escalated since a 14-point deal was signed on June 12, follow the Khaleej Times live blog.]
With the summer travel season in full swing, passengers flying to and from the UAE continue to navigate changing schedules as several international airlines extend flight suspensions and regional airlines adjust their operations amid ongoing safety concerns.
Against this backdrop of travel uncertainty, Dubai’s new aviation consumer protection rules, introduced earlier this year, offer passengers clearer guidance on their rights and airlines’ responsibilities when disruptions occur.
Issued by the Dubai Civil Aviation Authority (DCAA), the Aviation Consumer Welfare Directive sets out specific obligations for airlines and authorized travel agents, while outlining the support and protections available to travelers affected by delays, cancellations and other disruptions.
Stay up to date with the latest news. Follow KT on WhatsApp channels.
The directive applies to domestic airlines based in Dubai, their subsidiaries and codeshare partners, foreign airlines operating from Dubai airports, as well as authorized travel agents.
Why is the passenger directive important now?
With the peak summer travel season underway, the framework reinforces transparency and accountability at every stage of the passenger journey. It clarifies what information airlines must provide before and after a reservation, what assistance travelers are entitled to during disruptions, and the channels available to file complaints or seek mediation if problems are not resolved.
What information must airlines provide when I book a ticket?
Airlines must share clear and accurate details at the time of purchase, including:
-
The total cost of the ticket: The final rate must include all taxes, fees, surcharges and any mandatory charges.
-
Reservation conditions: Passengers should be informed of cancellation policies, eligibility for refunds, ticket modification rules, and any associated penalties.
-
Operating airline details: If the flight is operated by an airline other than the one that sells the ticket, you must communicate this.
-
Flight itinerary: Stopovers, transit points or connecting flights must be clearly indicated.
-
Baggage allowances: Airlines must explain baggage limits, along with any charges for excess, oversized or additional baggage.
-
Rate restrictions: Any limitations linked to the type of fare, such as exchange or refund restrictions, must be communicated in advance.
What are my rights if my flight is delayed or interrupted?
Passengers have the right to receive timely updates and assistance from the airline.
Carriers must inform travelers, either directly or through their authorized travel agent, about:
Airlines must also provide support in accordance with the Civil Aviation Regulations – Passenger Welfare Program (CAR-PWP).
What options should airlines offer when a flight is canceled or significantly affected?
Travelers must be able to choose between the following alternatives:
-
Rebook on the next available flight operated by the same airline with the least possible delay.
-
Reroute to another airline, when possible. This depends on commercial agreements between airlines, seat availability and operational considerations.
-
Receive a full refund or a voucher covering the unused portion of the ticket.
What assistance am I entitled to during long delays?
Where delays exceed the thresholds set out in the Passenger Welfare Program (generally between three and eight hours, depending on the circumstances), airlines are expected to provide reasonable care and support.
This may include:
-
Meals and snacks
-
Access to communication services, such as Internet or telephone facilities.
-
Hotel accommodation if necessary to spend the night.
-
Transportation between the airport and the hotel.
Is additional support provided to vulnerable passengers?
Yes. Airlines must prioritize assistance to passengers who may need additional support, without discrimination.
This includes:
Passengers with specific needs must notify the airline within the deadlines set out in the airline’s conditions of carriage. While airlines are expected to make appropriate arrangements, support remains subject to operational availability.
When can passengers book their own replacement flight?
First, passengers must give the airline a reasonable opportunity to arrange an alternative flight or rerouting.
However, travelers may consider booking their own replacement flight if the airline:
-
Explicitly refuses to provide a bypass option
-
Cannot be reached despite repeated attempts.
-
Offers a significantly later flight even though reasonable alternatives are available
If passengers decide to make their own arrangements, they must retain all receipts and documentation. Reimbursement is generally limited to reasonable and comparable travel expenses, so booking a much more expensive alternative without justification may not be fully covered.
What if my flight is still listed as “on time” but I think it may be cancelled?
Passengers should avoid canceling their tickets themselves unless they have official confirmation from the airline.
If a traveler voluntarily cancels their reservation before the airline announces the cancellation, it may be treated as a voluntary cancellation, which could affect their eligibility for compensation and rights as a passenger.
Instead, passengers should:
-
Contact the airline immediately and keep written records of the communication.
-
Ask the airline to confirm the official flight status.
-
Please wait for formal confirmation of cancellation before taking action.
Once an airline officially cancels a flight, passengers’ rights are still protected, even if they do not travel to the airport.
If no cancellation notice is issued but the passenger arrives at the airport and the flight is not operating, the passenger’s rights generally apply from that point onwards. Airlines may also offer gestures of goodwill, such as vouchers or additional assistance, depending on the circumstances.
What should I do if I believe my rights have not been respected?
Passengers can raise concerns directly with the airline or authorized travel agent. The directive also outlines procedures for dispute resolution and mediation, offering travelers a formal route to seek redress if issues remain unresolved.
*This article provides general information only. Passenger rights and privileges may vary depending on the airline, the terms of the ticket and the circumstances of each case. Travelers should confirm details directly with their airline or travel agent.
