Flight Delayed or Cancelled in the UAE? The GCAA Passenger Welfare Program
The United Arab Emirates' General Civil Aviation Authority (GCAA) sets care standards for disrupted passengers in the Civil Aviation Regulation CAR-PWP, Passenger Welfare Program. Issue 02 took effect on January 1, 2025. It focuses on care and assistance. It does not set a fixed cash compensation amount, and Issue 02 removed "compensation" from its definition of cancellation.
When it applies
CAR-PWP applies to commercial airlines operating from and to UAE airports, airlines diverting to UAE airports, and UAE airport operators. It covers denied boarding, cancellations, delays, and diversions at UAE airports; disruptions elsewhere fall under local rules. It does not apply to free tickets or reduced fares not available to the public.
Delays in the terminal
- 1 to 3 hours: up-to-date flight status information.
- 3 to 8 hours (any distance): information, free meals and refreshments for the wait, a means of communication, and a hotel for passengers who missed a connection and whose next likely connection is more than 8 hours away.
- More than 8 hours: a hotel, free meals and refreshments, a means of communication, and transportation between the airport and the hotel.
Delays on board (tarmac delays)
From 3 to 8 hours, passengers must be offered the chance to get off the aircraft (subject to local rules), plus information, meals, refreshments, and communication. After 8 hours, passengers must be taken off the aircraft and given a hotel, meals, communication, and transportation.
Cancellations and diversions
For welfare purposes, a cancellation counts when the flight is cancelled within 48 hours of the scheduled departure. After a diversion, passengers must receive care and the option of a return flight to their first departure point or rerouting to their final destination at no extra cost. Refunds otherwise depend on your ticket terms and other laws that may apply, such as EU261 on flights from Europe.
Main airports and airlines
Airports include Dubai International (DXB), Dubai World Central (DWC), Abu Dhabi Zayed International (AUH), Sharjah (SHJ), and Ras Al Khaimah (RKT). Airlines include Emirates, Etihad Airways, flydubai, Air Arabia, and Air Arabia Abu Dhabi.
Where to complain
Raise the issue in writing with the airline first. The GCAA publishes its Civil Aviation Regulations, including CAR-PWP, at gcaa.gov.ae and is responsible for overseeing airline and airport welfare programs.
FAQ
Does the UAE set cash compensation for delays? No. CAR-PWP sets care standards (information, meals, hotels, transportation), not a cash amount.
My Emirates flight from Europe was delayed. Which rule applies? If you departed from an EU airport, EU261 may apply. See our EU261 guide and Europe guides.
Do I get a hotel for a connection I missed in Dubai? CAR-PWP provides a hotel when the delay is 3 to 8 hours and your next likely connection is more than 8 hours away, and for any delay over 8 hours.
Related guides
- Flight cancelled? What to ask for
- Missed a connection because of a delay?
- Flight delay rules around the world
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