Muscat: The Civil Aviation Authority (CAA) has registered 731 complaints in 2025, which included 210 complaints regarding flight delays,132 complaints related to flight cancellations, 114 complaints regarding denial of a confirmed seat, 145 complaints related to delay, loss, or damage to baggage, 5 complaints related to flight rerouting, while complaints classified under another category amounted to 121 complaints.
CAA explained that the measures adopted to protect the rights of passengers include all flights departing from the airports of the Sultanate of Oman through national and foreign carriers, in addition to flights coming through national carriers, and domestic flights, in order to ensure the comprehensive protection of various categories, including beneficiaries of frequent flyer programs, while some categories such as free passengers or holders of discounted tickets that are not available to the public are excluded, while flights coming through foreign airlines are subject to the laws of the country of departure or the Montreal Convention of 1999, in the absence of Relevant domestic legislation.
It stressed the commitment of air carriers to be transparent in the presentation of ticket prices and not to impose undisclosed fees, while providing the passenger with all the terms and conditions of the transport contract before completing the reservation, in addition to the need to verify the fulfillment of travel documents in accordance with the provisions of the Regulations.
CAA indicated that in cases such as weather conditions, political unrest or some unforeseen technical malfunctions, which affect the safety of the flight, the air carrier is exempted from financial compensation while remaining committed to providing the necessary care and support.
Hamed bin Ahmed Al Barashidi, Director General of Strategic Planning and Spokesperson of the CAA, said that the authority pays great attention to protecting the rights of passengers and improving their experience by issuing clear regulations that regulate the relationship between the passenger and the airlines, and contribute to improving the quality of the services provided, pointing out that the Authority continuously follows up on the extent of the airlines' compliance with local and international laws and regulations, in addition to monitoring their performance to ensure the highest levels of efficiency and quality.
He added that passengers can submit complaints and comments through the channels and procedures approved by the authority and available through the website, or through direct submission through the Authority's Auditor Service Department, pointing out that the Authority is keen to speed up the processing of complaints by setting clear time periods for responding and processing, and following up on them continuously with airlines and relevant authorities to ensure their efficient resolution.
Flight cancellations
CAA said that the air carrier is obliged to notify the passenger in advance, in accordance with the periods specified in the regulations before the specified departure time, and the regulation obliges in the event of a flight delay of more than 6 hours, to provide care and support to passengers according to specific time periods, in addition to providing appropriate accommodation and means of transportation if the delay exceeds 6 hours.
Right to choose an alternative flight
The passenger also has the right to choose an alternative flight or terminate the contract and get a refund of the ticket value, including the additional fees paid, and in case of delay, he has the right to choose to continue traveling or terminate the contract and refund the ticket value as required by the regulations.
Flight route change
In the event of a change of flight route or downgrading of the flight, the passenger has the right to a refund of the difference between the two classes, in addition to compensation, and in the event of cancellation of the flight and non-acceptance of the alternative flight, the passenger is entitled to terminate the contract and refund the full value of the ticket.
CAA follows up on the commitment of airlines to provide care to passengers in cases of delays, through a monitoring system that includes reviewing operational reports, monitoring flight performance, and following up on complaints received from passengers.
If any default is detected, the necessary actions are taken in accordance with the regulation, which may include a warning or the imposition of regulatory sanctions, in addition to obliging companies to address deficiencies.
The Authority is also working to reduce the recurrence of these cases through continuous coordination with airlines and airports, analyzing the reasons for delays, and taking corrective measures that contribute to improving operational performance and raising the level of compliance and quality of services provided.
CAA pointed out that financial compensation is determined in accordance with the provisions of the Regulations for the Protection of Travelers' Rights, which sets clear criteria based on the type of case, such as delay, flight cancellation, or boarding ban, in addition to the duration of the delay and the distance.
Providing meals, accommodation
The regulation also obliges airlines to provide the necessary care to passengers, such as providing meals and accommodation when needed, as well as financial compensation in cases that are due.
These compensations contribute to raising the level of commitment of airlines, as they constitute an incentive for them to improve their operational efficiency and reduce delays and cancellations, which will positively reflect on the quality of services provided and enhance passenger confidence in the air transport sector.
In the case of overbookings, the regulation clearly regulates these cases, as it obliges airlines to look for volunteers to give up their seats in exchange for benefits to be agreed upon, and in the event that volunteers are not available and the company is forced to prevent some passengers from boarding, this must be done according to specific controls and criteria.
Refunds
In this case, the passenger has the right to choose between a full refund of the ticket value, or rebooking an alternative flight as soon as possible or at a later time that suits him, and the Regulations oblige the airline to provide the necessary care to the passenger, in addition to financial compensation as stipulated in the Regulations, unless there is a reason beyond the control of the carrier.
These measures aim to ensure that the passenger is not harmed, while regulating airline practices and reducing the effects of overbooking.
CAA also guarantees the rights of passengers in cases of loss, delay or damage to baggage through the Regulations for the Protection of Passengers' Rights, which obliges airlines to assume responsibility and provide appropriate compensation according to the case, in case of baggage delay, the passenger will be compensated financially for the first day, in addition to estimated amounts of necessary expenses from the second day until the baggage is received, based on the documents provided.
In cases of loss or damage, compensation shall be made according to the limits of the values and weights specified for checked baggage, and the regulation obliges airlines to promptly process reports and keep the passenger updated on the condition of their baggage.
About guaranteeing the rights of people with disabilities, the Authority ensures the provision of an accessible travel experience for people with disabilities, through the Regulations for the Protection of Passenger Rights, which obliges airlines to provide them with the necessary assistance from the moment of booking until arrival, including facilitating travel procedures, providing support during boarding and disembarking from the plane, dealing with their special needs, in addition to providing them with appropriate services and ensuring the transportation of their assistive equipment, with compensation as determined by the Regulations in case of breach of obligations that may reach 200 percent of the ticket value.
CAA also indicated that the air carrier bears responsibility for the safety of the passenger during boarding the aircraft, during the flight, and until its departure, and in the event of death or bodily injury, in accordance with the approved controls and procedures.
In cases of force majeure, the passenger is not entitled to financial compensation if the situation is proved to be the result of force majeure, including wars and political unrest, problems with fuel suppliers, illegal acts or sabotage, security reasons, weather, airport closures, medical emergencies, bird accidents, manufacturing defects, or some unforeseen exceptional technical malfunctions affecting safety, according to the competent technical assessment, in addition to strikes, air traffic management decisions, and issues related to the cargo.
The Civil Aviation Authority follows up on the commitment of airlines to continuously monitor the services provided, monitor complaints, and ensure the readiness of operational procedures at airports, and take legal measures in case of any default, which contributes to improving the level of service and enhancing the travel experience for this category.
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