Kuwait – The Civil Aviation Authority has announced new guidelines to protect passengers affected by disrupted travel operations, ensuring fair treatment and faster refund processes during exceptional circumstances.
Effective February 28, 2026, the directive outlines clear rights for travelers whose bookings have been impacted, particularly in cases of cancellations and service interruptions.
Faster Refund Processing
Under the new regulation, all refund requests must be processed within 15 working days. This applies to all bookings canceled starting February 28, 2026, and will remain in effect until normal operations resume.
Authorities emphasized that all airlines and travel service providers are required to fully cooperate in facilitating refunds. Failure to comply with these rules may lead to legal action.
Passenger Rights Protected
Travelers are entitled to strong protections under the new guidelines. Passengers can claim a full refund if their ticket has not been used, or request a partial refund for any unused portion of their ticket.
Importantly, passengers cannot be forced to accept travel vouchers or reschedule their flights, giving them full control over their refund options.
Coverage Beyond Airline Tickets
The circular also extends to travel-related services, including hotels, car rentals, insurance, and other bookings linked to the trip.
If a refund cannot be processed for any reason, service providers are required to issue official documentation explaining the situation. Refunds must also be returned using the original payment method, unless otherwise agreed upon with the traveler.
Ensuring Accountability
The Civil Aviation Authority stressed that these measures are designed to ensure transparency, accountability, and consumer protection during times of disruption.
With strict enforcement in place, authorities aim to safeguard travelers’ rights and prevent unfair practices across the travel industry.
