The Dubai Civil Aviation Authority has introduced a new framework to protect passenger rights at Dubai International Airport and Al Maktoum International Airport.
Issued on April 28, the directive outlines protections for delays, cancellations, and disruptions, along with guidance on handling lost baggage or denied boarding. It also defines the responsibilities of airlines and travel agents, focusing on transparency, complaint handling, and disruption management.
The rules apply to Dubai-based carriers such as Emirates and flydubai, their partners, and all foreign airlines operating from Dubai.
The Aviation Consumer Welfare Directive enables passengers to submit and track complaints online. Airlines must provide clear booking details, including total ticket cost, fare rules, baggage allowances, and travel itineraries, while travel agents are required to share passenger contact details with airlines to ensure timely updates on any disruptions.
