Dubai Civil Aviation Authority Issues New Passenger Rights Directive for Airlines and Travellers
Dubai introduces new aviation rules strengthening passenger rights on refunds, delays and airline responsibilities.
The Dubai Civil Aviation Authority (DCCA) has introduced a new Aviation Consumer Welfare Directive aimed at strengthening passenger rights, airline responsibilities, and dispute resolution mechanisms for travellers passing through Dubai’s aviation network. The updated framework is expected to provide clearer protections for passengers experiencing delays, cancellations, or travel disruptions.
Under the new guidelines, passengers transiting through Dubai will receive enhanced legal safeguards in cases of interrupted travel. The directive defines the responsibilities of airlines and travel agencies while standardising passenger rights during common disruptions such as delays or missed connections. Authorities said the move is intended to improve transparency and consistency across one of the world’s busiest aviation hubs.
The regulations apply broadly to airlines headquartered in Dubai, their affiliate carriers, and codeshare partners, as well as international airlines operating through Dubai airports. Licensed travel agents operating within the emirate are also covered under the new framework. Officials said the rules are designed to ensure uniform passenger protection regardless of the operating carrier or booking channel.
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A key feature of the directive is a streamlined grievance redressal system that allows passengers to file complaints directly with authorities and track the status of their cases online. Travellers will also be able to upload supporting documents such as tickets and receipts to strengthen their claims. However, the system excludes disputes related to optional services such as seat selection, lounge access, and loyalty programme benefits.
The directive also clarifies the limits of airline liability in exceptional circumstances. Carriers will not be required to issue refunds in cases classified as force majeure, including extreme weather events, geopolitical disruptions, or pandemics. However, airlines will still be obligated to provide basic care to affected passengers and make reasonable efforts to arrange alternative travel options to prevent passengers from being stranded.
Officials said the new framework aims to balance passenger rights with operational realities faced by airlines, while improving accountability and service standards. With Dubai serving as a major global transit hub, the directive is expected to have a significant impact on long-haul international travel routes connecting Asia, Europe, and North America.
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