Muscat: Air passengers travelling from Oman are entitled to care, refunds and compensation when flights are delayed or cancelled, boarding is denied or baggage is lost or damaged, under the Civil Aviation Authority’s Passenger Rights Protection Regulation.
Issued under Ministerial Decision 757/2024, the regulation applies to domestic flights, all flights departing from Oman and flights arriving in the Sultanate on an Omani carrier, unless the passenger has already received assistance or compensation under the rules of the country of departure. Foreign airlines arriving in Oman are governed by the departure country’s laws and applicable international conventions.
Airlines must publish passenger rights on their websites, clearly disclose ticket conditions and fares, and avoid adding undisclosed charges. In codeshare operations, passengers can seek compensation from either the operating or marketing airline.
When a flight is delayed or cancelled, passengers must be offered refreshments after two hours, a meal after three hours, and hotel accommodation with airport transfers when the delay exceeds six hours. If these services are not provided, compensation of 10, 30 and 100 Special Drawing Rights (SDR), respectively, may be claimed.
A delay exceeding six hours is treated under the compensation provisions applicable to flight cancellations.
For international flights cancelled within 14 days of departure, compensation is set at RO108 for journeys of up to 1,500 kilometres, RO173 for flights between 1,500 and 3,500 kilometres, and RO260 for longer journeys.
Passengers may accept an alternative flight or cancel the booking and receive a refund for the unused portion, including additional charges such as seat-selection and baggage fees. Compensation is not payable when the alternative flight reaches the final destination within two hours of the original arrival time. It may be reduced by half when the alternative arrives within specified limits of three to five hours, depending on the journey’s distance.
For domestic flights cancelled less than 24 hours before departure, where no alternative is available within four hours, passengers are entitled to a refund of the unused sector and additional compensation equal to its value. Different compensation levels apply when notice is provided between 24 hours and seven days before departure.
Passengers denied boarding due to overbooking must receive written information about their rights and be offered another flight on the same or a different airline, with the carrier covering any fare difference. If the alternative departs between two and six hours later, compensation is set at 50 per cent of the unused sector. Delays exceeding six hours are handled under the cancellation rules.
If the passenger chooses not to travel after being denied boarding, an entirely unused ticket must be refunded along with compensation equal to its value. For partially used tickets, the airline must refund the unused portion and pay compensation equal to 50 per cent of the total ticket price.
The regulation also protects passengers who are moved to a lower cabin class. They are entitled to the fare difference and compensation equal to 50 per cent of that difference.
Airlines must disclose all stopovers before booking. An additional stopover that was not disclosed may attract compensation of 100 SDR, except when added for safety, security or an onboard emergency. Passengers informed of an additional stop after ticket issuance may cancel the booking and obtain a full refund.
Passengers with disabilities and special needs cannot be asked to waive their rights. Airlines must transport necessary mobility equipment and compensate passengers at its equivalent value if it is lost or damaged. Failure to provide an alternative flight or required assistance may result in compensation equal to 200 per cent of the ticket’s total value.
Checked baggage that does not arrive within 21 days may be treated as lost. Delayed baggage attracts compensation of 148 SDR for the first day, while related expenses may be claimed up to 1,288 SDR. Lost or damaged baggage is compensated at 20 SDR per kilogram, subject to a maximum of 1,288 SDR for each piece. Damage must be reported immediately and no later than 24 hours after arrival.
Refunds and compensation must be paid through the passenger’s preferred approved method within 14 business days after the airline acknowledges the claim.
Passengers must first submit complaints to the airline, which has 15 working days to respond. If the complaint is rejected or no decision is issued, it may be escalated to the Civil Aviation Authority. Claims for damages must be filed within two years.
Airlines are exempt from compensation when they prove that disruption resulted from force majeure, including severe weather, airport closures, security incidents, strikes, bird strikes or unexpected safety-related defects. However, they must continue updating passengers and may be required to provide care and accommodation for up to three nights.
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