Outlook Business Desk
On 28 April 2026, Dubai Civil Aviation Authority (DCAA) introduced a new directive to protect aviation consumers, defining passenger rights, airline and travel agent duties, and frameworks for complaints, disputes and enforcement across Dubai’s aviation services.
The directive applies to Dubai based airlines including subsidiaries and code share partners operating to or from Emirate airports, foreign airlines running commercial services from Dubai and all licensed travel agents within the Emirate aviation system.
As per the DCAA, airlines must display the full ticket cost at booking, including taxes, fees, surcharges and all additional charges so passengers clearly understand the total amount before making payment or confirming a reservation.
Airlines must clearly share all booking terms covering cancellations, amendments and refunds, along with any penalties on fare changes so passengers fully understand ticket restrictions before confirming their travel plans.
Passengers must be informed about the operating airline if it differs from the booking carrier, along with stopovers, baggage allowance, extra charges and fare rules including changes and cancellation conditions before travel confirmation.
In case of delays, cancellations or disruptions, airlines must quickly inform passengers or travel agents about the reason, expected duration and impact, while providing assistance as required under passenger welfare regulations.
After disruptions, passengers must be given options including next available flight with minimal delay, rerouting via another airline if possible or a full refund or voucher for unused ticket value.
If delays exceed allowed limits, airlines must provide meals, refreshments and communication access. If overnight stay is required, they must also cover hotel accommodation and transport between airport and hotel for passengers.
Meanwhile, airlines must give priority to elderly passengers, unaccompanied minors and travellers with special needs without discrimination. Travel agents must ensure services are delivered or arrange suitable alternatives if requested and available.