Kuwait’s Directorate General of Civil Aviation (DGCA) has directed all airlines and travel agencies to issue full refunds for cancelled tickets and bookings within 15 working days, citing ongoing ‘exceptional circumstances’, following the suspension of commercial flights since February 28, 2026.
The directive, issued under Circular No. 12/2026 by Acting Deputy Director General for Aviation Safety, Air Transport and Aviation Security Abdullah Al-Rajhi, aims to protect passenger rights and ensure compliance across the aviation and travel sectors. The order applies to airlines, travel agents, and all related service providers operating in Kuwait.
According to the circular, passengers are entitled to a full refund if their ticket remains unused. In cases where part of the ticket has been used, travelers must receive a refund for the unused portion in full, regardless of whether the original fare conditions classified the ticket as non-refundable.
The DGCA emphasized that passengers cannot be compelled to reschedule flights, accept travel vouchers, or transfer the value of tickets into credit accounts without their explicit consent.
The circular further extends refund rights to associated travel services. Passengers are eligible to claim reimbursements for unused hotel reservations and other tourism-related services, including car rentals, additional baggage fees, travel insurance, and similar add-ons. Travel agencies have been instructed to coordinate directly with service providers to secure full refunds or, alternatively, furnish customers with documented proof if refunds cannot be obtained.
The DGCA clarified that full refunds must be processed using the original mode of payment unless an alternative arrangement is mutually agreed upon with the traveler. However, agencies are permitted to deduct any pre-disclosed service fees, provided these were clearly communicated at the time of booking.
The move comes as authorities continue to manage the impact of the prolonged suspension of flights, with regulators reinforcing consumer protection measures across the travel industry.
