Flying via Dubai? New ticket refund rules for delays and other consumer rights you must know

On April 28, 2026, the Dubai Civil Aviation Authority (DCAA) rolled out the Aviation Consumer Welfare Directive, which is designed to help passengers grasp their rights and responsibilities, as well as those of the airline and its licensed travel agents. These regulations, which apply to the Dubai Emirate in the United Arab Emirates (UAE), take effect from the publication date.

This Directive (number: DCAA/DCAD/2026/00005) establishes a framework aimed at safeguarding aviation consumer rights in Dubai, defining responsibilities of airlines and travel agents, and outlining complaint handling, dispute resolution, and enforcement to ensure fair practices.

DCAA said that this consumer welfare directive is applicable for:

• National airlines of the Emirate of Dubai, including their subsidiaries and code-share partners operating flights to or from airports within the Emirate;
• Foreign airlines operating commercial air transport services from airports within the Emirate of Dubai; and
• Licensed travel agents

If you are travelling to the UAE via the Dubai International Airport (DXB), here's what you need to know about the new consumer welfare rules.

Also read: Get up to 10% discount on this flight ticket on Etihad Airway's guest loyalty program if you are a Gold, Platinum and Emerald member

Rights of the consumer

An Airline shall provide clear, accurate, and timely information to the consumer at the time of purchasing an air ticket, including but not limited to:

• Ticket price: The total price of the ticket, including all taxes, surcharges, fees, and ancillary costs, presented in a transparent and itemised manner.
• Terms and conditions including any penalty if any: The applicable terms and conditions of carriage with regard to amendment, cancellation, and refund of the ticket, including any applicable penalties
• Operating airline carrier: The identity of the operating carrier, particularly where the operating carrier differs from the marketing carrier.
• Stopping point or connecting spots: Any stopping points, connections, or transfers that form part of the itinerary;
• Baggage allowances: Baggage allowances and any charges for additional or oversized baggage.
• Restrictions on ticket price: Any restrictions applicable to the fare class purchased, including change and cancellation fees

Rights of passengers in case of flight delays or disruptions

In the event of a delay, cancellation, or other disruption of a flight, the following obligations shall apply:

• Timely communication to the passenger: The airline shall communicate with the consumer or the licensed travel agent, as applicable, promptly and proactively regarding the nature, expected duration, and reason for the disruption, and shall provide adequate assistance in accordance with the CAR-PWP.
• Consumers must be given options: The airline shall offer the consumer a choice between: alternative travel arrangements on the airline’s next available flight with minimum delay;
• Re-routing via another carrier where reasonably practicable provided the airline has a commercial relationship with another carrier and the availability and rerouting is operationally feasible; or
• A full refund or a voucher for the unused portion of the ticket.
• Longer delay: When a delay exceeds the limits prescribed by the Civil Aviation Regulations – Passenger Welfare Programme (CAR-PWP), the airline shall provide meals, refreshments, access to communications, and, if an overnight stay is needed, should bear the costs of hotel accommodation and ground transportation between the airport and the accommodation.
• Vulnerable passengers to get attention and priority: The Airline shall give due attention and priority, without any form of discrimination, to consumers with special needs, unaccompanied minors, and elderly passengers. Consumers shall communicate any special requirements to the airline within the timeframes specified in the airline’s conditions of carriage. Such services shall be provided subject to availability.
• Travel agent: The Licensed Travel Agent shall take all reasonable steps to ensure that services obtained by the consumer are delivered, or that alternative services of comparable standard are arranged at the consumer’s request.