Dubai launches new complaint system as airlines update refund and rebooking rules

Last updated: May 11, 2026 | 17:37

A departure board displays multiple canceled and delayed flights at Ronald Reagan Washington National Airport on March 16, 2026 in Arlington, Virginia. Photo used for illustrative purposes. AFP

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New complaint system for travellers

The Dubai Civil Aviation Authority has introduced a new Aviation Consumer Welfare Directive to provide passengers with a clearer way to lodge complaints against airlines and licensed travel agents.

File complaints directly with the authority

Track complaint status online

Submit feedback about airline or travel agent services

The move comes as many passengers struggle with delayed responses during the current wave of disruptions affecting regional air travel.

The authority said the directive creates a formal process for handling disputes related to delays, cancellations and…