There are few things more frustrating than losing your bag at the airport and not being able to trace it, or dealing with flight delays, and not receiving answers from the airline about when you can finally board.

All this is changing, however, with Dubai’s new directive, which places passenger protection front and centre.

What are the new changes?

On April 28, the Dubai Civil Aviation Authority (DCAA) introduced its Aviation Consumer Welfare Directive, a new framework to protect the rights of travellers at Dubai International Airport and Al Maktoum International Airport. The 17-page document lays down practical guidelines for travellers, such as what to do when it comes to delays, cancellations and disruptions of flights. It also clarifies procedures to follow if they lose their baggage or if they have been denied boarding.

The Directive further establishes the role of travel agents and airlines, in ensuring all information is transparent, and complaints are being handled appropriately.

The new framework applies to Dubai-based airlines, such as Emirates and flydubai, the subsidiary and codeshare partners of these airlines, and any foreign airlines operating commercial transport from airports within the emirate.

What does this mean for passengers?

A significant addition is the launch of the Aviation Consumer Welfare Directive’s new complaints and feedback platform. This formal service positions the aviation authority as a mediator between passengers and service providers, ensuring fairness, balance, and alignment with international best practices.

The new portal allows you to file complaints directly with DCAA, track the status of your case online, and submit feedback on airline or travel agent services.

What kinds of complaints are acceptable?

The DCAA accepts and mediates consumer complaints limited to the following categories:

  • Flight delays exceeding the thresholds prescribed under the Passenger Welfare Programme (CAR-PWP), a UAE Civil Aviation Regulation (Issue 02 as of Dec 2024) developed by the General Civil Aviation Authority (GCAA) to protect consumer interests in air transport
  • Involuntary denied boarding
  • Baggage loss, delay or damage
  • Flight cancellations
  • Failure by an airline or licensed travel agent to provide information, assistance, or services set out in the Directive

The following categories of complaints fall out of the scope of mediation by the DCAA, so you cannot use the platform for the following:

  • Complaints related to non-core services, including seat selection, chauffeur services, excess baggage charges, lounge access, loyalty programme disputes, staff conduct, or similar matters
  • Any matter that has been, or is currently being adjudicated by a court or an arbitral tribunal
  • Complaints arising from events constituting Force Majeure (a contractual clause that frees parties from liability or obligation during extraordinary, uncontrollable events), as defined by the Directive
  • Complaints arising from actions taken, based on governmental policy, regulation, or law that are beyond the control of the airline or licensed travel agent
  • Cases involving personal injury or death, which are governed by the applicable international treaties and competent courts
  • Cases involving suspected fraud or criminal conduct, which fall under the jurisdiction of the law enforcement authorities

How do I use the DCAA complaints and feedback platform?

In order to use the service, follow these steps:

  • Visit DCAA’s official website: dcaa.gov.ae.
  • Follow the instructions to create an account. You will need to input all your details, such as contact information, passport details (if you are a traveller) and Emirates ID (if you are a UAE resident).
  • Once you have logged in, click on the Menu button on the top-left of the website, and go to the Feedback section.
  • Here, you will be able to inform DCAA about the following aspects of your issue:
    • Case type: Suggestion, complaint or comment

You can either type in the information or record a voice note.

  • Your contact number
  • Any supporting materials, such as pictures, video footage, or documents (in PDF format) that can verify your issue.

What are my passenger rights, according to the Directive?

The new Directive offers clear and immediate solutions to problems passengers may face while travelling. Here are a few issues highlighted by the Directive, along with what to expect.

In the event of flight delay or disruption:

The Directive states that the following obligations apply, in such an event:

  • The airline should communicate with the consumer or the licensed travel agent, as applicable, promptly and proactively, regarding the nature, expected duration, and reason for the disruption, and then provide adequate assistance, in line with the CAR-PWP.
  • The airline must offer the consumer a choice between:
    • Alternative travel arrangements on the airline’s next available flight, with minimum delay.
    • Re-routing via another carrier, where reasonably practicable, provided the airline has a commercial relationship with the other carrier, there is availability, and the rerouting is operationally feasible.
    • A full refund or a voucher for the unused portion of the ticket.
  • If the delay exceeds the thresholds prescribed by the CAR-PWP, the airline must provide meals, refreshments, access to communications, and where an overnight stay is necessitated, hotel accommodation and ground transport between the airport and the accommodation.
  • The airline must give due attention and priority, without any form of discrimination, to people of determination, unaccompanied minors, and elderly passengers. Consumers can communicate any special requirements to the airline within the timeframes specified in the airline’s Conditions of Carriage document, and such services will be provided, subject to availability.
  • The licensed travel agent must take all reasonable steps to ensure that services obtained by the consumer are delivered, or that alternative services of comparable standard are arranged at the consumer’s request.

In the event of disruptions beyond the control of the airline:

If the flight disruption is out of the scope of the airline, such as Force Majeure, the airline is not liable for compensation under applicable law, international treatises, or any other basis. However, the airline should still ensure that it facilitates alternative travel arrangements, where practical, and provide adequate care to affected passengers during the period of disruption.

In the event of denied boarding:

If the airline reasonably anticipates that it will need to deny boarding to one or more consumers on a flight, it must first call for volunteers willing to surrender their confirmed reservations, in exchange for agreed benefits.

If an insufficient number of volunteers comes forward, the airline may deny boarding to consumers, provided that:

  • The consumer is offered the choice of a return flight to the first point of departure or re-routing to their final destination on the airline (unless they are already at the first point of departure)
  • The consumer is provided with care and assistance, as prescribed by the CAR-PWP.

In the event of lost baggage:

The airline must fulfil its obligations with regard to delayed, lost, or damaged baggage, as stipulated in the applicable international treaties. Passengers must adhere to the airline’s terms and conditions related to baggage, and provide receipts as evidence for any losses claimed.