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Muscat: Flight delays and cancellations topped the list of complaints received by the Civil Aviation Authority in 2023.
According to statistics released by the bureau, a total of 379 complaints were received last year, of which 93 were related to flight cancellations, 90 were related to flight delays, 69 were related to delayed or lost baggage, and 62 were related to the rejection of confirmed seats. .
Four of the cases were related to travel tickets and three were related to flight route changes.
Passenger Rights
According to details provided on the Civil Aviation Administration’s website, in accordance with the Civil Aviation Law, when a flight is cancelled or delayed, the air operator must notify passengers of the flight cancellation or delay at least two weeks before the scheduled departure time of the flight.
If the airline does not notify passengers of a flight cancellation or delay at least two weeks before the scheduled departure time, it should offer the following options: a refund within 7 days, a full refund at the price of the ticket at the time of purchase, or a refund at the earliest possible date under similar conditions of carriage. Reroute to your final destination.
Telephone calls, telex or fax messages, meals and/or refreshments should be provided free of charge in a reasonable proportion of the waiting time;
Requires hotel accommodation for one or more nights, or accommodation beyond the passenger’s expected stay;
Transportation between the airport and your accommodation (hotel or other).
According to Article 4, after the distance is determined, the last destination where the passenger arrives later than the originally scheduled time shall prevail.
The air operator is not obliged to pay compensation under Article 4 if it can prove that the cancellation/delay was due to exceptional circumstances and could not have been avoided even if all reasonable measures were taken. The Bureau will be responsible for determining whether the circumstances are exceptional.
The liability of air operators for passengers and their baggage shall be governed by all the provisions of the Montreal Convention relating to such liability, including the carriage of baggage and the liability of the carrier in the event of destruction, loss, damage or destruction. The delay limit per passenger is 1,311 Special Drawing Rights.
When the passenger hands over the checked baggage to the carrier, he has specifically declared the interest in delivery at the destination and has paid the necessary supplementary fees. The carrier shall be liable for compensation within the scope of the declared amount, but there is evidence to prove the amount. Exceptions will be made if the actual benefit is higher than the actual benefits delivered to the passenger at the destination.
References in this Convention to amounts in Special Drawing Rights shall be deemed to be references to Special Drawing Rights as defined by the International Monetary Fund.
In judicial proceedings, the above amounts shall be converted into the currency of that country at the value of the special drawing right in that currency on the date of the judgment.
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