The Dubai Civil Aviation Authority has introduced a rulebook on passenger rights, airline obligations, and dispute resolution for travellers. This Aviation Consumer Welfare Directive is a set of guidelines on customer rights, airline responsibilities, and dispute resolution that was introduced by the DCCA last week.
As per the new guidelines, when and if the travel is interrupted, passengers travelling through Dubai will now have more robust legal safeguards. The new framework for aviation consumers outlines the rights of travellers as well as the responsibilities of airlines and travel agencies.
This directive will be applicable on the airlines with headquarters in Dubai and their affiliates or codeshare partners, International airlines using Dubai airports and travel agents with licenses.
This standardises rights during interruptions for travellers passing through hubs like Dubai, particularly on long-haul routes to Europe or North America.
The directive will help passengers in filing grievances with the appropriate authorities directly and monitor their case's progress online, while the complainants can also send in supporting documentation, such as receipts or tickets.
However, this process does not apply to disputes about add-ons such as seat selection, lounge access, or loyalty programs.
This directive also establishes a precise limit on airlines' responsibility while freeing the Airlines from the obligation of reimbursing passengers in situations of force majeure, such as severe weather, geopolitical crises, or pandemics.
However, the airlines will still need to offer basic care and try alternate travel arrangements for the passengers in order to prevent people from being left stranded without help.
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