MUSCAT : The Civil Aviation Authority (CAA) recorded around 781 complaints in the air transport sector during 2025, highlighting growing concerns among passengers over flight disruptions and baggage handling.
According to the Authority, 210 complaints were related to flight delays, while 132 complaints concerned flight cancellations. Another 114 complaints involved passengers being denied confirmed seats due to overbooking, while 145 complaints were linked to delayed, lost, or damaged luggage. The Authority also recorded 5 complaints regarding changes in flight routes, alongside 121 complaints classified under other categories. The CAA clarified that the Passenger Rights Protection Regulations apply to all flights departing from airports in the Sultanate of Oman through national and foreign carriers, domestic flights, and flights arriving through national carriers. However, certain categories such as free tickets or discounted tickets unavailable to the public are excluded from compensation coverage. The Authority stressed that airlines are required to maintain transparency in ticket pricing, avoid hidden charges, and provide passengers with clear terms and conditions before booking. Travelers are also advised to ensure that all travel documents are complete and compliant with regulations.
At the same time, the CAA noted that airlines are exempt from financial compensation in force majeure situations such as severe weather conditions, political unrest, airport closures, strikes, emergency medical situations, bird strikes, fuel supply issues, or unexpected technical faults affecting safety. Despite this exemption, carriers remain obligated to provide passengers with care and assistance.
Hamed bin Ahmed Al-Barashdi, Director General of Strategic Planning and official spokesperson for the Civil Aviation Authority, said the Authority places significant importance on protecting passenger rights and enhancing travel experiences through clear regulations governing the relationship between passengers and airlines.
He added that the Authority continuously monitors airline compliance with local and international regulations while ensuring service efficiency and quality standards are maintained.
Al-Barashdi explained that complaints submitted by travelers are reviewed carefully in coordination with relevant authorities, contributing to improved services and stronger passenger confidence in the aviation sector. Travelers can file complaints through the Authority’s official website or directly via the Customer Service Department.
The Authority stated that airlines are obligated to notify passengers in advance regarding flight cancellations according to the timelines specified in the regulations. In cases where delays exceed six hours, airlines must provide meals, accommodation, transportation, and necessary care.
Passengers also retain the right to choose alternative flights or terminate the travel contract and receive a full refund, including additional fees paid. Compensation also applies in cases involving changes in travel class or flight routes.
Regarding overbooking, the regulations require airlines to first seek volunteers willing to surrender their seats in exchange for agreed benefits. If passengers are denied boarding involuntarily, they are entitled to compensation, refunds, or rebooking options alongside care and assistance.
The Authority also highlighted passenger protections in baggage-related cases. Compensation is provided for delayed luggage starting from the first day, while compensation for lost or damaged baggage is determined according to the value and weight of checked bags.
Special provisions have also been introduced for persons with disabilities, ensuring accessible travel services from booking until arrival. Airlines are required to provide support during boarding, disembarkation, and transportation of assistive equipment, with compensation potentially reaching up to 200 percent of the ticket value in cases of non-compliance.
The CAA confirmed that airlines remain under continuous monitoring through operational reports, complaint reviews, and flight performance assessments. Regulatory action, including penalties and warnings, may be imposed in cases of violations.
