Dubai launches air travel complaints portal

Dubai Civil Aviation Authority (DCAA) has launched a passenger complaints portal alongside an Aviation Consumer Welfare Directive, establishing a formal structure governing the relationship between passengers, airlines and licensed travel agents.

 

The directive sets out escalation procedures for cases referred to the regulator, outlining passenger rights and the obligations of airlines and travel agents. It also introduces a structured mechanism for handling complaints, with DCAA acting as a mediator when cases are not resolved directly.

 

Passengers can file complaints, submit feedback and track requests through DCAA’s official website. Airlines and licensed travel agents are expected to align complaint handling processes with the directive, including clearer customer communication and defined escalation procedures.

 

HE Mohammed Abdulla Lengawi, Director General of DCAA, said: “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.”

 

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The launch comes as Dubai International Airport (DXB) continues to handle record passenger volumes. The airport processed 95.2 million passengers in 2025, up 3.1% year-on-year, with 108 international airlines serving 291 destinations across 110 countries. A total of 454,800 flight movements were recorded during the year, while December alone handled 8.7 million passengers.

 

Processing times remained within short timeframes, with 99.35% of passengers clearing departure passport control in under 10 minutes and 98.9% passing through security in less than five minutes. In baggage operations, 89% of arriving bags were delivered within 45 minutes of aircraft stand arrival.

 

Dubai Airports expects passenger traffic to reach approximately 99.5 million in 2026.

For more information, visit www.dcaa.gov.ae