Dubai The Dubai Civil Aviation Authority (DCAA) has confirmed its full readiness to receive passenger complaints and grievances following the issuance of the Aviation Consumer Care Guide and Service in Dubai. The Customer Happiness and Consumer Protection Department at the Authority has received about 90 requests, after the guide was issued in April.

Refunds for flight cancellations or flight delays are among the most common types of complaints received by the Authority. The guide has been circulated to all airlines and licensed travel agencies in Dubai, which total approximately 4000.

With the travel and holiday seasons approaching, the DCAA has provided a set of tips for passengers, who must check the airline's or travel agencies' policy before booking, purchase comprehensive travel insurance that covers emergency cases, document issues as soon as they occur, keep correspondence and read all terms and conditions in case the ticket is cancelled or changed before it is purchased.

The Executive Director of Air Transport and International Affairs Sector at the Dubai Civil Aviation Authority, Saud Abdulaziz Kankzar, said the DCAA issued the guide as part of its keenness to enhance the protection of customers’ rights. He stressed the Authority's full readiness to receive complaints and grievances from passengers. He said grievance requests totaled about 90 within a month.

Passenger’ Rights

Regarding the most prominent rights that every passenger should know before heading to the airport or purchasing a ticket, Kankzar said they must have clear information from the stage of purchasing the ticket, including the total price, conditions for amendment, cancellation and refund, baggage, and itinerary.

Kankzar stressed it is the passenger's right to be informed of any delay, cancellation, or disruption in the trip immediately and clearly, with clarification of the options available , whether by providing an alternative flight, rerouting the flight, or refunding the unused part of the ticket.

He said: "In cases of long delays, the passenger has the right to receive appropriate care, such as meals, drinks, means of communication, in addition to hotel accommodation and transportation, in accordance with the passenger welfare program issued by the General Authority of Civil Aviation.

"These rights also include processing delayed, lost or damaged baggage claims, in accordance with international rules and treaties, with special attention to passengers of determination, limited mobility, unaccompanied minors and the elderly to ensure that they receive assistance throughout the journey," he said.

Right to Restitution

Kankzar pointed out that in the event of a flight delay of many hours, the airline must immediately and proactively communicate with the passenger or the licensed travel agency, regarding the nature, expected duration and cause of the disruption, and must provide adequate assistance in accordance with the passenger welfare program issued by the General Authority of Civil Aviation.

In the event that the airline cancels the flight, and whether the passenger has the right to choose between a full refund of the ticket or rebooking an alternative flight, Kankzar said: "The airline is obliged to make alternative travel arrangements on the nearest flight available to the airline with the delay time to a minimum, or to reroute the flight through another airline where reasonably possible, provided that there is a business relationship between the airline and the other airline, the availability of seats and the possibility of carrying out the rerouting from the airline operationally, a full refund or a voucher for the unused part of the ticket."

The Passenger Welfare Program issued by the General Authority of Civil Aviation (GACA), obliges airlines to provide meals and beverages to passengers when the delay exceeds three hours, while it is committed to providing hotel accommodation and transportation to and from the airport when the delay exceeds six hours.

The right to appeal

Kankzar explained that a consumer who is affected by the decision of the airline or the licensed travel agency, or who has not received a response within the period specified in the guide, which is 60 calendar days (extendable to 15 calendar days provided that the passenger is notified), may submit a grievance to the Authority within 14 calendar days from the date of the decision of the airline or the licensed travel agency, or from the date of the end of the response period, whichever is sooner, stressing that the passenger must first contact the airline or the licensed travel agent prior to filing a grievance with the Dubai Civil Aviation Authority.

He explained that the mechanism starts with reviewing the grievance by the Authority to ensure that it falls within the scope of the Guide, then notifying the parties, and requesting the response of the airline or travel agency within 30 days. On accepting the grievance, the Authority seeks to facilitate an amicable settlement within 30 days, and then notifies the consumer in writing the result of the mediation as the final position of the Authority.

Regarding the average time it takes to process complaints submitted by passengers, Kankzar said: "According to the mechanism, the processing of the complaint according to the mechanism takes up to 60 calendar days, and includes the period of the airline's or travel agency's response, and then the period of trying to settle amicably by the Authority, depending on the nature of the complaint and the response of the parties."

"Refunds for flight cancellations or flight delays are among the most common types of complaints received by the Authority from passengers," Kankzar said.

Tips for travellers

With the travel and holiday seasons approaching Kankzar stressed the importance of checking the airline's or travel agencies' policy before booking, purchasing comprehensive travel insurance that covers emergency cases, documenting any problem as soon as it occurs, as well as official communication with the airline or travel agencies, maintaining correspondence, and reading all terms and conditions in case the ticket is cancelled or changed before it is purchased.

The airline's obligations are fixed

Regarding the responsibilities of airlines in the event of a flight delay causing a missed flight or an important appointment, Kankzar said whatever the result of the delay, whether it results in missing a "connecting flight" or an important appointment, the airline's obligations remain the same, which are to inform the passenger of the nature of the delay and his available options, to provide an alternative flight, to reroute the flight whenever possible, or to refund the part the user has been excluded from the ticket, in addition to providing appropriate care when its conditions are met.