Kuwait City: Kuwait’s Directorate General of Civil Aviation (DGCA) has instructed passengers to submit complaints related to airlines and travel or tourism offices through the Sahel app.
Authorities said all complaints must be filed electronically, with proper documents attached and in accordance with the app’s guidelines. This will allow a specialised team to review and process cases more efficiently.
For suggestions related to civil aviation services, delays in complaint responses, or general feedback, passengers can use the “Tawasul” platform. Officials confirmed that all submissions through this platform will be carefully reviewed.
Earlier, the DGCA had also directed airlines and travel agencies to fully refund tickets and reservations cancelled due to current circumstances within 15 working days. Passengers are entitled to a full refund if the ticket has not been used, and a refund for the unused portion if it has been partially used.
Authorities stated that these measures are aimed at protecting passenger rights and ensuring quicker resolution of complaints.
