The Dubai Civil Aviation Authority (DCAA) has launched the Aviation Consumer Welfare Directive of the Emirate of Dubai along with a related service, marking a major step toward creating a comprehensive regulatory framework.
This initiative is designed to govern the relationship between passengers, airlines, and licensed travel agents, reinforcing the authority’s commitment to strengthening passenger rights across the aviation sector.
The Aviation Consumer Welfare Directive serves as a clear and comprehensive regulatory reference outlining passenger rights and the obligations of airlines and travel agents, while introducing a structured and transparent mechanism for handling complaints through the Authority’s role as a neutral mediator.
This approach helps ensure fairness, balance, and consistency, while aligning closely with internationally recognized best practices and standards in aviation consumer protection.
In addition, the newly introduced service enables passengers to submit complaints and feedback quickly and conveniently through DCAA’s official website, as well as track the status of their requests in real time.
This enhanced accessibility and transparency significantly improve the overall customer experience, fostering greater trust, responsiveness, and accountability within the aviation sector.
DCAA has invited all passengers to explore the Aviation Consumer Welfare Directive and benefit from the services available through its official website, contributing to greater awareness of their rights and promoting a more informed and reliable travel experience.
HE Mohammed Abdulla Lengawi Director General – DCAA
“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. 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.”
The Authority also encouraged airlines and licensed travel agents to actively support the initiative and play a role in raising awareness, in a way that enhances the overall efficiency of the aviation ecosystem, strengthens collaboration among stakeholders, and further elevates the quality of the travel experience across the Emirate of Dubai.
