The Dubai Civil Aviation Authority (DCAA) has introduced a new Aviation Consumer Welfare Directive aimed at strengthening passenger rights and setting clearer expectations for airlines and travel agents.
Alongside the rules, a new service also makes it easier for travellers to raise issues, submit feedback and track their requests online, bringing more transparency and structure to how flight-related concerns are handled.
The directive provides a clear framework defining passenger rights and the responsibilities of airlines and travel agents, alongside a structured process for handling issues through the authority’s role as a mediator, ensuring fairness, balance, and alignment with international best practices.
The newly introduced service will allow passengers to submit their complaints and feedback easily through DCAA’s official website. Passengers will be able to track their request directly, which improves the overall customer experience.
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HE Mohammed Abdulla Lengawi, Director General of Dubai Civil Aviation Authority, said,
“The launch of the Aviation Consumer Welfare Directive and its related service represents a strategic step that reflects DCAA’s commitment to strengthening passenger rights and advancing Dubai’s civil aviation ecosystem.”
Abdulla Lengawi added, “Through this initiative, we aim to provide an advanced regulatory environment aligned with international best practices, improving service quality, and strengthening customer confidence in the sector.”
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You can explore the Aviation Consumer Welfare Directive and benefit from its services through dcaa.gov.ae
The Authority also urged airlines and licensed travel agents to support the initiative and help raise awareness, contributing to a more efficient aviation ecosystem and an improved travel experience across Dubai.
