Dubai has introduced new rules that define airline refund policies and passenger rights for flights operating through the emirate. The Dubai Civil Aviation Authority (DCAA) launched the Aviation Consumer Welfare Directive, setting out responsibilities for airlines, travel agents and passengers.
The directive applies to Dubai-based carriers, foreign airlines operating from Dubai airports, and licensed travel agents. It outlines what passengers are entitled to in cases of delays, cancellations and disruptions, including refunds, rebooking and support services.
The move aims to provide clear guidance on how airlines must handle disruptions and what passengers can do if services are not delivered as promised.
Clear rules on refunds, rebooking and support
Under the directive, passengers must be offered options during disruptions, including the next available flight, re-routing on another airline where possible, or a full refund or voucher for the unused portion of the ticket.
Airlines are required to provide timely communication on the nature of disruptions, reasons and expected duration. For longer delays, they must offer meals, communication access, hotel accommodation if needed, and transport between the airport and hotel.
The rules also mandate priority support for passengers with special needs, unaccompanied minors and elderly travellers.
At the time of booking, airlines must clearly disclose total ticket price, terms for changes and cancellations, baggage rules, and details of the operating carrier and any stopovers.
If a disruption is caused by events beyond the airline’s control, such as severe weather, natural disasters, armed conflict or pandemics, compensation is not mandatory. However, airlines must still provide assistance and attempt alternative travel arrangements, with support capped at 72 hours unless extended by authorities.
Licensed travel agents are also required to ensure services are delivered or arrange suitable alternatives when disruptions occur.
