Find out when you’re eligible for meals, hotel stays, refunds, or rebooking under UAE regulations.
Dubai: Flight disruptions linked to Middle East airspace closures have left thousands of UAE travellers stranded or searching for alternatives. For many, the key question is simple: what are you actually entitled to when your flight falls apart?
Your rights are defined under the General Civil Aviation Authority’s Passenger Welfare Programme, the UAE Commercial Transactions Law, and the Montreal Convention. Here’s what you are entitled to—and how to secure it:
1. Meals, communication, hotel stays
Once delays cross certain thresholds, you can claim essential assistance:
- After 2 hours: meals and refreshments
- After 3 hours: access to phone calls or emails
- After 6+ hours or overnight: hotel accommodation and transport
This support applies even if the disruption is beyond the airline’s control.
What to do:
- Ask for vouchers or assistance at the airport
- If none are provided, pay out of pocket and claim reimbursement with receipts
2. Full refund or free rebooking
If your flight is cancelled:
- You can opt for a full refund
- Or choose rebooking on the next available flight
- You are not required to accept vouchers unless you prefer them
What to do:
- Decide quickly based on how urgent your travel is
- Use online tools or airline apps to secure alternatives faster
3. Compensation in some cases
Eligibility depends on the cause of disruption:
- Airline-related issues → you may qualify for compensation
- Airspace closures, conflict, or security risks → compensation is usually not available
Current disruptions linked to regional tensions typically fall into the second category.
What to do:
- Prioritise refunds or rebooking first
- Treat compensation as conditional, not guaranteed
4. Care even without compensation
Even when cash compensation doesn’t apply:
- You can still claim meals, accommodation, and transfers
- These are part of your basic passenger rights
What to do:
- Request assistance from the airline before paying yourself
- Keep all receipts if you need to claim later
5. Reimbursement for delays
Some expenses may still be reimbursed, depending on the situation:
- Meals during extended delays
- Hotel stays if stranded overnight
- Transport between the airport and your accommodation
Eligibility depends on the cause of the disruption and your ticket conditions.
What to do:
- Keep all receipts
- Submit claims under delay or disruption categories
6. Choose—not just accept what’s offered
Airlines may offer:
- Travel vouchers
- Credit notes
- Alternative routes
You are still entitled to a refund if your flight is cancelled.
What to do:
- Compare all options before accepting
- Don’t feel pressured to take vouchers if they don’t suit you
7. Claim under international rules
Under the Montreal Convention:
- You may be able to claim compensation for proven financial losses caused by delays
- This can include additional, documented expenses
However, claims must be backed by evidence and may take time to process.
What to do:
- Document every expense clearly
- Keep records of all communication with the airline
8. Support if you’re stranded abroad
If you’re unable to continue your journey:
- You can request assistance with accommodation and next steps
- Airlines and airport authorities may coordinate support
What to do:
- Stay in regular contact with airline representatives
- Monitor official updates before making decisions
9. Understand your ticket terms
Your rights may depend on:
- Fare type
- Airline policies
- Route and booking conditions
What to do:
- Review your ticket conditions immediately
- Check flexibility rules for changes and refunds
10. Act quickly—it matters
In large-scale disruptions:
- Seats on alternative flights fill up quickly
- Delays can limit your options
What to do:
- Track airline notifications in real time
- Secure the earliest available alternative
If your flight has been delayed or cancelled:
- You are entitled to care and support
- You can request a refund or rebooking
- Compensation may not be available if the disruption is due to conflict or security issues
- Your outcome depends on how quickly you act and how thoroughly you document your claim
