Dubai Civil Aviation Authority launches Aviation Consumer Welfare Directive and related service to enhance passenger rights in Dubai

As part of its commitment to strengthening passenger rights across the aviation sector, the Dubai Civil Aviation Authority (DCAA) has launched the Aviation Consumer Welfare Directive of the Emirate of Dubai and its related service, marking a significant step towards establishing a comprehensive regulatory framework governing the relationship between passengers, airlines and licensed travel agents.

The Directive serves as a clear regulatory reference outlining passenger rights and the obligations of airlines and travel agents, while introducing a structured mechanism for handling complaints through the Authority’s role as a mediator, ensuring fairness, balance, and alignment with international best practices.

The newly introduced service enables passengers to submit complaints and feedback easily through DCAA’s official website, as well as track their requests directly, thereby improving the overall customer experience.

H.E. Mohammed Abdulla Lengawi, Director General of Dubai Civil Aviation Authority, said:
“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.”

DCAA invited all passengers to explore the Aviation Consumer Welfare Directive and benefit from the service through its official website, contributing to greater awareness of their rights and ensuring a more reliable travel experience:
http://https//www.dcaa.gov.ae


The Authority also encouraged airlines and licensed travel agents to support the initiative and contribute to raising awareness, in a way that enhances the efficiency of the ecosystem and elevates the travel experience in the Emirate of Dubai.