Air passengers in Dubai could soon see stronger protections, as the Dubai Civil Aviation Authority rolls out a new framework aimed at safeguarding their rights.

The newly introduced Aviation Consumer Welfare Directive sets clear guidelines for passengers, airlines, and licensed travel agents, helping define responsibilities while making it easier to resolve disputes.

At its core, the initiative is designed to build trust across Dubai’s aviation sector, ensuring a smoother and more transparent travel experience for everyone involved.

One of the key features is a structured complaints system, with the authority stepping in as a mediator between passengers and service providers. Travellers will also be able to submit complaints and track their status directly through the DCAA’s official website, making the process more accessible and user-friendly.

According to Mohammed Abdulla Lengawi, the move marks “a strategic step” in strengthening passenger rights while supporting the continued growth of Dubai’s aviation ecosystem.