Dubai Civil Aviation Authority Launches Passenger Complaints Portal

The Dubai Civil Aviation Authority has launched a digital portal for airline passenger complaints and introduced a new directive setting out traveller rights and operator obligations. The platform allows passengers to file flight-related complaints, submit feedback and track requests against airlines and licensed travel agents through the authority’s official website. It is designed to streamline the complaints process and provide a clearer path for escalation to the regulator.
Alongside the portal, the Aviation Consumer Welfare Directive establishes a regulatory framework covering passenger entitlements and the responsibilities of airlines and travel agents in Dubai. The authority said the system is intended to act as a mediation channel, aligning complaint handling with international standards.
Airlines and licensed agents have been urged to align their customer service processes with the new rules and increase awareness of passenger rights.
The launch comes as travel volumes continue to grow. Dubai Airports reported 95.2 million passengers in 2025, marking a 3.1% increase year on year and the highest annual international passenger total recorded by any airport. Operations at Dubai International Airport included 454,800 flight movements and 86.75 million bags handled, with the majority of arriving baggage delivered within 45 minutes.
Passenger numbers are expected to approach 99.5 million in 2026, reflecting continued growth in air travel through Dubai.