Al Bayan, 28 April 2026: Dubai’s Civil Aviation Authority has introduced a new Consumer Care Guide and Service for the aviation sector, establishing a regulatory framework that defines passenger rights, airline and travel agent obligations, and complaint resolution mechanisms.

The guide provides a clear legal reference for the relationship between passengers, licensed airlines, and travel agents, while the new service enables travellers to submit complaints and feedback directly through the Authority’s official website. Complaints can be tracked online, ensuring transparency and improving customer experience.

Director General Mohammed Abdullah Lengawi described the initiative as a strategic step to strengthen passenger rights and enhance Dubai’s civil aviation system. He emphasised that the framework aligns with international best practices, improves service quality, and builds consumer trust in the aviation sector.

The Authority urged passengers to familiarise themselves with the guide and use the service to safeguard their rights. Airlines and travel agents were also encouraged to support the initiative and raise awareness, contributing to a more efficient and reliable aviation ecosystem.

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