Dubai establishes framework to boost consumer rights in aviation sector

Dubai Civil Aviation Authority (DCAA) has taken major steps to boost consumer protection by establishing a regulatory framework that outlines the rights and responsibilities of passengers, airlines and licensed travel agents.

The Aviation Consumer Welfare Directive of Dubai aims to strengthen passenger rights while managing disputes or conflicts between the three parties, and strengthening trust in the Emirate's aviation sector. 

The directive also introduces a structured mechanism for handling complaints that places the authority as a mediator.

It also enables passengers to submit complaints and feedback easily through DCAA’s official website, as well as track their requests directly.

Dubai Civil Aviation Authority launches the Aviation Consumer Welfare Directive of the Emirate of Dubai and its related service.The Directive serves as a clear regulatory reference outlining passenger rights and the obligations of airlines and travel agents, while introducing a… pic.twitter.com/CMoqlQH6he

— Dubai Media Office (@DXBMediaOffice) April 28, 2026

Mohammed Abdulla Lengawi, Director General of Dubai Civil Aviation Authority, said the move "represents a strategic step that reflects DCAA’s commitment to strengthening passenger rights and advancing Dubai’s civil aviation ecosystem".