Middle East Flight Disruptions: How UAE Travellers Can Get Refunds, Rebook Flights And File Complaints

Flight disruptions triggered by the ongoing Middle East conflict are leaving thousands of UAE travellers struggling with cancellations, delayed refunds, sudden itinerary changes and long waits for customer support. Many passengers who booked through third-party travel agencies are also finding themselves caught between airlines and agents, with each side directing customers back to the other for refunds and rebooking assistance.

As regional air travel continues to face instability, authorities in Dubai and across the UAE have rolled out measures aimed at protecting passengers and streamlining complaint handling. UAE airlines have also updated their refund, cancellation and rebooking policies, outlining what travellers can do if their plans are affected.

New Complaint System Introduced For Travellers

The Dubai Civil Aviation Authority has launched a new Aviation Consumer Welfare Directive to provide passengers with a formal mechanism to raise complaints against airlines and licensed travel agencies operating in Dubai.

Under the new system, travellers can now:

• File complaints directly with the authority
• Track complaint status online
• Submit feedback regarding airline and travel agency services
  
  

The move comes at a time when many travellers are reporting delayed responses, refund disputes and communication breakdowns amid the current wave of flight disruptions across the Middle East.

According to the regulator, airlines and licensed travel agencies will be required to cooperate in resolving complaints and comply with defined consumer service standards. The authority said the directive is designed to improve accountability and create a clearer process for handling disputes related to cancellations, delays and customer service issues.

Refund Delays Causing Confusion

One of the biggest concerns for travellers is the delay in receiving refunds for tickets booked through third-party travel agencies.

Most UAE carriers state that while airlines may approve refunds, the actual payment process is often controlled by the travel agency through which the ticket was purchased. This means passengers can face varying refund timelines depending on the agency involved.

Many travellers have also complained on social media about difficulties contacting travel agents during the current disruption period.

Another area of confusion relates to fare rules. Airlines say not all tickets qualify for full cash refunds, especially low-cost or “Basic” fares. In some cases, travellers may only receive airline credit or vouchers instead of cash reimbursements.

Passengers are being advised to carefully review:

• Fare conditions
• Cancellation deadlines
• Refund eligibility rules
• Whether only taxes qualify for reimbursement
  
  

Airlines have also warned customers to expect unusually long customer service wait times because of the increased volume of travel disruptions. Several carriers are encouraging passengers to use online booking management tools and digital rebooking services instead of calling support centres.

Emirates Offers Flexible Rebooking Options

Emirates says passengers booked on flights departing up to and including May 31 can rebook to the same destination — or another destination within the same region — for travel up to June 15 without paying change fees.

Passengers can:

• Rebook online through the “Manage Booking” section
• Request refunds for cancelled journeys
• Seek refunds for unused portions of multi-leg itineraries
  
  

However, the airline clarified that travellers who booked through travel agents must contact those agents directly for refund processing and rebooking assistance.

Emirates also noted that additional services such as paid seat selections and upgrades are not automatically refunded and require separate refund requests.

The airline said refunds for tickets booked directly with Emirates generally take around 15 business days, although banking processing times may extend the timeline further. Certain fare conditions may still apply for voluntary booking changes.

Etihad Advises Passengers To Track Refund Status

Etihad Airways says passengers can request refunds up to two hours before departure, provided check-in has not already been completed.

Travellers can:

• Cancel bookings online through “Manage”
• Contact live chat support
• Track refund status digitally
  
  

Etihad said partially used tickets are refunded only for the unused portions of the journey. Non-refundable fares may only qualify for tax refunds.

The airline also highlighted its 24-hour refund policy, under which passengers may receive full refunds if the booking is cancelled within 24 hours of purchase and departure is scheduled at least seven days later.

Passengers who booked through travel agencies must still contact those agencies directly for refunds.

Etihad added that customers who have not received refunds after 45 days should first check with their bank or credit card provider before escalating complaints further.

Air Arabia Refunds Depend On Fare Category

Air Arabia says refund and cancellation eligibility depends heavily on fare type.

According to the airline:

• “Basic” fares are generally non-refundable and may only be retained as travel credit
• “Value” fares can usually be cancelled up to 24 hours before departure
• “Ultimate” fares may permit cancellations up to eight hours before departure
  
  

The airline said cancellation charges may apply depending on the fare category and route.

Passengers whose flights are cancelled by the airline are generally entitled to either:

• Free rebooking
• Full refunds
  
  

Air Arabia also warned that passengers who miss flights may lose the full ticket value.

flydubai Relies Heavily On Travel Vouchers

flydubai says cancelled bookings are often refunded through travel vouchers rather than direct cash refunds, depending on fare type.

Passengers who booked directly with the airline can:

• Cancel through “Manage Booking”
• Receive vouchers via email
• Change travel dates or add services online
  
  

However, travellers who booked through agents or travel partners must contact those providers directly.

flydubai also said codeshare and interline bookings cannot be modified through its website or mobile application.

What Travellers Should Do Immediately

Experts and regulators are urging travellers affected by disruptions to take several precautionary steps:

• Keep screenshots and booking confirmations
• Save all communication records with airlines or agents
• Read fare conditions carefully before cancelling
• Use official airline websites for updates
• Request written confirmation for refunds or rebookings
• Escalate unresolved disputes to the Dubai Civil Aviation Authority where necessary
  
  

Passengers are also advised to verify whether their booking was made directly with the airline or through a third-party agency, as this often determines who is responsible for processing refunds and itinerary changes.

Online Travel Agency Refund Rules Also Differ

Travellers who booked tours, attractions or experiences through Tripadvisor or its booking partner Viator may face separate cancellation and refund rules during periods of regional disruption.

Tripadvisor says most tours and experiences qualify for free cancellation up to 24 hours before the scheduled activity, allowing customers to receive full refunds in many cases.

However, cancellations made less than 24 hours before the activity usually attract full penalties. The company added that refund eligibility ultimately depends on the cancellation policy of the individual supplier, with some operators requiring at least 48 hours’ notice.

 

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