Sunday 10 / May / 2026
MUSCAT: The Civil Aviation Authority (CAA) recorded 114 complaints related to passengers being denied boarding despite holding confirmed reservations during 2025, highlighting continued concerns over airline compliance with passenger rights regulations.
The complaints were part of a total of 781 grievances registered across Oman’s air transport sector during the year. According to the Authority, the complaints included 210 cases related to flight delays, 132 concerning flight cancellations, and 145 linked to delayed, lost, or damaged baggage. Five complaints were associated with flight diversions, while 121 fell under other categories.
The Authority said the approved procedures for protecting passenger rights apply to all flights departing from airports in Oman, whether operated by national or foreign carriers. The protections also cover inbound flights operated by national airlines, in addition to domestic flights, ensuring broad safeguards for passengers, including members of frequent flyer programmes.
However, the CAA clarified that certain passenger categories are exempt from these protections, including travelers flying free of charge or those holding special discounted tickets not available to the general public.
The Authority explained that inbound flights operated by foreign airlines remain subject to the laws of the country of departure or the provisions of the Montreal Convention in cases where local legislation does not exist.
Reaffirming its commitment to protecting travelers’ rights, the CAA stressed that airlines must maintain transparency in ticket pricing and avoid imposing undisclosed fees. Carriers are also required to clearly inform passengers of all terms and conditions related to the contract of carriage before bookings are completed.
In addition, airlines are obligated to verify that passengers meet all travel documentation requirements in accordance with applicable regulations to avoid disruptions during travel procedures, the Authority added.
