Saturday 09 / May / 2026
Muscat: The Civil Aviation Authority recorded approximately 781 complaints in the air transport sector during 2025, covering issues related to flight delays, cancellations, denied boarding, baggage handling, and route changes.
According to the Authority, 210 complaints were related to flight delays, 132 to flight cancellations, and 114 complaints involved passengers being denied confirmed seats. Another 145 complaints concerned delayed, lost, or damaged baggage, while 5 complaints related to flight route changes.
A further 121 complaints were classified under other categories.
The Authority stated that the Passenger Rights Protection Regulations apply to all flights departing from airports in Oman on both national and foreign carriers, as well as flights arriving on national airlines and domestic flights.
The regulations also protect beneficiaries of frequent flyer programmes, while excluding certain categories such as passengers travelling free of charge or on discounted tickets not publicly available.
Flights arriving on foreign airlines are subject either to the laws of the country of departure or to the provisions of the Montreal Convention in the absence of relevant local legislation.
The Authority stressed that airlines are obligated to display ticket prices transparently, avoid imposing undisclosed fees, and provide passengers with all transport contract terms and conditions before booking confirmation.
Airlines must also ensure that passengers’ travel documents comply with applicable regulations.
It clarified that airlines are exempt from financial compensation in force majeure situations such as severe weather conditions, political unrest, security risks, or exceptional technical malfunctions affecting flight safety, while remaining obligated to provide care and support to passengers.
Hamed bin Ahmed al Barashdi, Director General of Strategic Planning and official spokesperson for the Authority, said the Authority places significant importance on protecting passenger rights and improving travel experience through clear regulations governing the relationship between passengers and airlines.
He explained that the Authority continuously monitors airlines’ compliance with local and international laws and reviews operational performance to ensure high service standards. Complaints are examined carefully in coordination with relevant entities to enhance passenger confidence and improve service quality across the aviation sector.
Passengers can submit complaints through the Authority’s website or directly via its Customer Service Department. The Authority noted that it follows clear timelines for complaint handling and continuously coordinates with airlines to ensure efficient resolution.
Regarding delays and cancellations, the Authority said airlines are required to notify passengers in advance within the timeframes stipulated by regulations. In cases where delays exceed six hours, airlines must provide care, support, accommodation, and transportation where necessary.
Passengers are entitled to choose between alternative flights or cancellation of the contract with a full ticket refund, including any additional fees paid. In cases involving route changes or downgrading of travel class, passengers are entitled to reimbursement of the fare difference in addition to compensation.
The Authority added that it monitors airline compliance through operational reports, flight performance reviews, and passenger complaints. Regulatory measures, including warnings and penalties, may be imposed on airlines found in violation of the regulations.
The regulations also address overbooking practices by requiring airlines to first seek volunteers willing to surrender seats in exchange for agreed benefits. If passengers are involuntarily denied boarding, they are entitled to compensation, care, and the choice between a refund or rebooking on an alternative flight.
With regard to baggage, the regulations guarantee compensation for delayed, lost, or damaged luggage. Passengers are compensated financially from the first day of baggage delay, with additional reimbursement for essential expenses based on submitted documents. Compensation for lost or damaged baggage is determined according to the specified values and baggage weight limits.
The Authority also highlighted protections for persons with disabilities, requiring airlines to provide necessary assistance throughout the travel journey, including support during boarding and disembarkation, transportation of assistive equipment, and compensation in cases of non-compliance, which may reach up to 200 percent of the ticket value.
The Authority reaffirmed its commitment to strengthening passenger confidence in the aviation sector through the Passenger Rights Protection Regulations issued under Resolution No. 757/2024, promoting transparency, fairness, and improved service quality to enhance the competitiveness of Oman’s aviation sector regionally and internationally.
