Directive establishes aviation authority as mediator between travellers and service providers.
Dubai: Travellers passing through Dubai will have clearer rights and a new channel to submit complaints after the Dubai Civil Aviation Authority introduced a consumer welfare directive aimed at improving the passenger experience.
The Aviation Consumer Welfare Directive creates a formal framework governing the relationship between passengers, airlines and licensed travel agents in the emirate, clearly outlining the rights and responsibilities of all parties throughout the travel journey.
Alongside the directive, the authority also launched a digital service that allows passengers to submit complaints and feedback through its website and track their requests in real time, making dispute resolution more transparent and accessible.
For residents and visitors, the changes provide a clearer point of reference when dealing with issues such as delays, cancellations or service disputes, along with a structured process for escalating concerns.
What it means for passengers
The directive positions the aviation authority as a mediator between travellers and service providers, introducing a formal mechanism to handle complaints and ensure fair outcomes.
Passengers can now:
- File complaints directly with the authority
- Track the status of their cases online
- Submit feedback on airline or travel agent services
The system is designed to reduce uncertainty around dispute handling, particularly in cases where travellers are unsure how to escalate complaints with airlines or agents.
Mohammed Abdulla Lengawi, Director General of the authority, said the initiative is intended to strengthen passenger confidence and align Dubai’s aviation framework with international standards.
“The launch of the Aviation Consumer Welfare Directive and its related service represents a strategic step that reflects DCAA’s commitment to strengthening passenger rights and advancing Dubai’s civil aviation ecosystem,” he said.
“Through this initiative, we aim to provide an advanced regulatory environment aligned with international best practices, improve service quality, and strengthen customer confidence in the sector.”
Implications for airlines and agents
The directive also places clearer responsibilities on airlines and licensed travel agents operating in Dubai, requiring them to follow defined service standards and cooperate with the authority in resolving disputes.
The regulator has urged industry players to support the initiative by raising customer awareness and improving compliance across the travel ecosystem.
For frequent travellers, the move adds a more structured layer of oversight, particularly in a market that handles millions of passengers each year.
Focus on travel experience
The authority said the directive is part of a broader effort to improve service quality and reliability across Dubai’s aviation sector, which remains a major hub for international travel.
By combining regulatory clarity with a digital complaint platform, officials aim to create a more predictable and accountable system for passengers dealing with disruptions or service-related issues.
Travellers can access the directive and submit requests through the authority’s official website, as part of efforts to raise awareness of passenger rights and enhance the overall travel experience in Dubai.
