STAFF REPORTER
MUSCAT, MAY 9
The Civil Aviation Authority (CAA) has registered 731 passenger complaints so far in 2025, including 210 complaints related to flight delays, according to the authority.
The complaints also included 132 cases linked to flight cancellations, 114 complaints involving denial of confirmed boarding, 145 complaints concerning delayed, lost or damaged baggage, and five complaints related to flight rerouting. Another 121 complaints fell under miscellaneous categories.
The CAA said the regulations protecting passenger rights apply to all flights departing from airports in Oman on both national and foreign carriers, as well as domestic flights and inbound flights operated by Omani airlines. The framework is intended to ensure broad protection for passengers, including frequent flyer programme members.
However, certain categories — such as complimentary travellers or holders of discounted tickets not available to the public — are excluded from some provisions. Flights operated by foreign airlines into Oman remain subject to the laws of the country of departure or the 1999 Montreal Convention in the absence of applicable domestic legislation.
The authority stressed that airlines are required to maintain transparency in ticket pricing and are prohibited from imposing undisclosed charges. Carriers must also provide passengers with all terms and conditions of carriage before bookings are confirmed and verify that travellers possess the required documentation in line with regulations.
The CAA noted that airlines may be exempt from financial compensation in extraordinary situations such as severe weather conditions, political unrest or unforeseen technical issues affecting flight safety. However, carriers remain obligated to provide passengers with necessary care and assistance during such disruptions.
Hamed bin Ahmed al Barashidi, Director-General of Strategic Planning and spokesperson for the CAA, said the authority places strong emphasis on protecting passenger rights and improving the travel experience through clear regulations governing the relationship between passengers and airlines.
Al Barashidi added that passengers can submit complaints and feedback through the CAA’s official website or directly through the authority’s customer service channels. He noted that the authority is committed to handling complaints within defined timeframes and works closely with airlines and relevant entities to ensure prompt resolution.
Under the passenger rights regulations, airlines are required to notify passengers in advance in the event of flight cancellations, based on timelines specified before departure. In cases where flight delays exceed six hours, carriers must provide meals, accommodation and transportation support where necessary.
Passengers also have the right to choose an alternative flight or terminate the travel contract and receive a refund of the ticket value, including additional fees paid.
The CAA said it actively monitors airline compliance through operational reports, flight performance reviews and passenger complaints. Airlines found in violation of regulations may face warnings or regulatory penalties and will be required to rectify service shortcomings.
The authority added that it is working with airlines and airports to reduce recurring delays and cancellations by analysing operational causes and implementing corrective measures to improve performance and service reliability.
The CAA further stressed that airlines are responsible for handling baggage claims promptly. Passengers are entitled to compensation in cases of baggage delay, loss or damage, based on the limits and conditions set out in the regulations.
The authority also highlighted protections for passengers with disabilities, requiring airlines to provide accessible travel support from booking until arrival, including assistance during boarding and disembarkation, as well as the transport of assistive equipment. Compensation for violations involving such services may reach up to 200 per cent of the ticket value.
The CAA reaffirmed its commitment to monitoring airline performance, ensuring operational readiness at airports and taking legal action against violations to improve service quality and enhance the overall passenger experience in Oman’s aviation sector.
Oman Observer is now on the WhatsApp channel. Click here
