The Dubai Civil Aviation Authority has launched a new framework which will protect the rights of travellers from Dubai International Airport and Al Maktoum International Airport.

Published on Tuesday, April 28, the directive clearly establishes the rights of Dubai travellers when it comes to delays, cancellations and disruptions of flights.

It also highlights what passengers should do in the event of lost baggage or if they’ve been denied boarding.

Additionally, the 17-page document clarifies the role travel agents and airlines have in ensuring all information is transparent, complaints are handled seriously and flight disruption is managed properly.

The directive applies to Dubai-based airlines such as Emirates and flydubai, subsidiary and codeshare partners of Dubai-based airlines and any foreign airlines operating commercial transport from airports within the emirate.

The newly introduced Aviation Consumer Welfare Directive 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.

New rules supporting the rights of Dubai travellers

Airlines must provide clear, accurate and timely information to travellers at the time of purchasing a ticket. This must include the following:

-The total price of the ticket (including all taxes and extra fees)

-All terms and conditions when it comes to any amendments, cancellations, refunds of tickets (and any applicable penalties)

-The identity of the the operating carrier, particularly where the operating carrier is different from the one you booked your flight with

-Any stopping points, connections or transfers in your itinerary

-Baggage allowances and any charges for additional or oversized baggage

-Any restrictions to the fare class you have purchased, including change and cancellation fees

-Similar rules have also been established for licensed travel agents operating in Dubai. Travel agents are also obligated to provide all passenger contact information to the airline in a timely manner to enable the airline to contact the passenger directly should there be any flight disruption, schedule changes or other operational issues.

Your rights if your Dubai flight has been delayed

If your flight has been delayed then your airline is obligated to do the following:

-The airline must communicate with the traveller or travel agent promptly and proactively regarding the nature of the delay, the expected duration and the reason for the disruption

-Travellers must also be offered alternative travel arrangements on the airline’s next available flight with minimal delay OR be re-routed via another carrier if the airline has a commercial relationship with another airline where operationally feasible OR be offered a full refund/voucher for the unused portion of the ticket

-If the delay exceeds the thresholds of the Civil Aviation Authority’s Passenger Welfare Programme (typically three to eight hours), then the airline must provide meals, refreshments, access to communications and, if applicable, an overnight stay and transport to and from the hotel and airport

-Passengers with special needs, unaccompanied minors and elderly people must be given due attention and priority by the airline

-Travel agents must ensure that they take all reasonable steps to ensure that services obtained by the traveller are delivered or that alternatives of comparable standards are arranged at the ticket holder’s request

-If disruptions are beyond the control of the airline, such as “Force Majeure”, the airline is not liable for compensation under applicable law, international treaties or any other basis. The airline should still ensure that it facilitates alternative travel arrangements where practical and provide adequate care to affected travellers.

The Dubai Civil Aviation Authority will examine circumstances leading to disruptions beyond the control of the airline.

Additional rights for DXB and DWC travellers

If airlines believe they will need to deny boarding to one or more travellers (in cases where a flight is overbooked) it will ask for volunteers to surrender any confirmed reservations in exchange for benefits.

If no volunteers are forthcoming then the airline can still deny boarding to a traveller involuntarily as long as its customer is offered the choice of a return flight to the first point of departure or re-routed to their final destination. The customer must also be provided with care and assistance such as free meals and accommodation.

If you have an airline or travel agent complaint then you need to formally issue it within 60 calendar days of the incident. If not, then the airline won’t deal with it.

The complaint must be made in writing and include all relevant supporting documents stating the nature of the complaint and the redress sought.

Airlines and agents must acknowledge the complaint has been received within five business days. They must then investigate and respond to the complaint within 60 calendar days, which can be extended by a further 15 days if the customer has been notified in writing ahead of time.

If you’re not satisfied with the handling of the complaint then you can appeal to the DCAA online. Complaints that can be reviewed by the Authority relate to flight delays, involuntary denial of boarding, baggage, flight cancellation or failure to provide information, assistance or services to the traveller.

Source: timeoutdubai