Dubai's aviation regulator has taken a decisive step to protect air travellers, introducing a comprehensive framework that defines passenger rights and holds airlines and travel agents accountable.
The Dubai Civil Aviation Authority (DCAA) has launched the Aviation Consumer Welfare Directive, establishing a clear regulatory reference for passengers, airlines and licensed travel agents operating within the emirate. The directive introduces a structured complaints mechanism with DCAA acting as mediator, ensuring disputes are resolved fairly and in line with international aviation standards.
Alongside the directive, a new digital service now allows passengers to submit complaints and feedback directly through the DCAA's official website, with real-time request tracking built in to improve the overall customer experience.
H.E. Mohammed Abdulla Lengawi, Director General of DCAA, described the launch as a strategic move to advance Dubai's civil aviation ecosystem.
"We aim to provide an advanced regulatory environment aligned with international best practices, improving service quality and strengthening customer confidence in the sector,"
he said.
The authority has urged all passengers to familiarise themselves with the directive through its official website at www.dcaa.gov.ae, while also calling on airlines and licensed travel agents to actively support the initiative and promote awareness among travellers.
The move signals Dubai's continued push to position itself as a global benchmark in aviation governance, building consumer trust at a time when passenger volumes across the emirate's airports continue to grow.
New sSource: Dubai Media Office
