CAA Records 781 Air Transport Complaints in Oman During 2025

CAA Reports Rise in Flight Delay and Cancellation Complaints in 2025

Muscat:  The Civil Aviation Authority (CAA) recorded 781 complaints in the air transport sector during 2025, covering flight delays, cancellations, denied boarding, baggage-related issues and other travel-related cases.

According to the Authority, the complaints included 210 cases related to flight delays, 132 concerning flight cancellations, 114 complaints regarding denied boarding despite confirmed reservations, 145 complaints linked to delayed, lost or damaged baggage and 5 complaints related to flight route changes. A further 121 complaints fell under other categories.

The Authority affirmed that the Passenger Rights Protection Regulation applies to all flights departing from airports in the Sultanate of Oman on both national and foreign carriers, in addition to flights arriving on national carriers and domestic flights.

The regulation aims to ensure comprehensive protection for passengers, including beneficiaries of frequent flyer programmes, while excluding some categories such as complimentary ticket holders or passengers travelling on discounted fares not available to the public.

The Authority clarified that flights arriving on foreign carriers are subject either to the laws of the country of departure or to the Montreal Convention of 1999 in the absence of relevant local legislation.

The CAA stressed that airlines are obligated to maintain transparency in ticket pricing, avoid imposing undisclosed fees and provide passengers with all terms and conditions of the transport contract before completing bookings.

It added that airlines are exempt from financial compensation in cases of force majeure affecting flight safety, including severe weather conditions, political unrest and exceptional technical malfunctions, while remaining obligated to provide passengers with necessary care and support.

Hamed Ahmed Al Barashdi, Director General of Strategic Planning and official spokesperson of the Civil Aviation Authority, stated that the Authority places significant emphasis on protecting passenger rights and improving the travel experience through clear regulations governing the relationship between passengers and airlines.

He noted that the Authority continuously monitors airline compliance with local and international regulations and follows up on operational performance to ensure service quality and efficiency.

In a statement to Oman News Agency (ONA), he explained that the Authority handles passenger complaints through approved channels available on its website and through the Customer Service Department, adding that complaints are reviewed and coordinated with relevant entities in accordance with applicable regulations.

He affirmed that the Authority follows up on complaints within specified response periods and works with airlines and relevant authorities to ensure efficient resolution and safeguard passenger rights.

Regarding flight delays and cancellations, the Authority stated that airlines must notify passengers within the timeframes specified by regulations before scheduled departure.

The regulations also require airlines to provide care and assistance in cases where delays exceed six hours, including accommodation and transportation when necessary.

Passengers are entitled to choose between an alternative flight or terminating the contract and receiving a refund of the ticket value and any additional fees paid.

The Authority added that passengers are entitled to compensation in cases involving flight rerouting, travel class downgrades or denied boarding, in accordance with the Passenger Rights Protection Regulation.

On baggage-related complaints, the Authority explained that airlines bear responsibility for delayed, lost or damaged baggage and must provide compensation based on the nature of the case and the applicable regulations.

The Authority also affirmed its commitment to ensuring accessible travel services for persons with disabilities through regulations obligating airlines to provide assistance from booking until arrival, including support during boarding and disembarkation and transportation of assistive equipment.

The Civil Aviation Authority reiterated its commitment to strengthening passenger confidence in the aviation sector through the implementation of the Passenger Rights Protection Regulation issued under Resolution No. (757/2024), enhancing transparency, fairness and service quality across the sector.