Navigating UAE Flight Disruptions: Refunds, Rebookings, and Complaints

May 11, 2026

82 min

May 11, 2026 14:32

UAE flights disrupted? Here’s how to get refunds, rebook tickets and file complaints

## New Complaint System for Passengers

Dubai has introduced a new directive to help passengers file complaints against airlines and travel agents. This system allows travelers to submit complaints, track their status online, and provide feedback on services. The initiative aims to streamline the process for resolving issues related to flight delays, cancellations, and service problems.

## Challenges with Refunds and Rebookings

Many travelers face difficulties with refunds, especially when bookings are made through third-party agencies. Airlines often approve refunds, but the timeline for receiving them is controlled by the agency. This can lead to significant delays. Additionally, not all tickets are eligible for full cash refunds, particularly lower-cost fares, which may only offer travel credits.

## Airline-Specific Policies

### Emirates

Passengers with bookings up to May 31 can rebook without change fees for travel until June 15. Refunds for canceled trips or unused journey portions are available, but those who booked through agents must contact them directly.

### Etihad Airways

Refunds can be requested up to two hours before departure if check-in is not completed. Partially used tickets are refunded for unused portions, and non-refundable fares may only qualify for tax refunds.

### Air Arabia

Refund policies depend on fare type. "Basic" fares are generally non-refundable, while "Value" and "Ultimate" fares offer more flexibility. Cancellation fees may apply.

### flydubai

Cancelled bookings are typically refunded through vouchers. Passengers must contact travel partners directly for bookings made through them.

## Advice for Travelers

Experts recommend keeping records of bookings, understanding fare conditions, and using official airline websites for updates. If issues remain unresolved, complaints can be escalated to the Dubai Civil Aviation Authority.

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