Air travel involves a balance of rights and responsibilities for both passengers and airlines. To ensure a smooth and fair experience, travelers need to understand their entitlements and obligations.

This guide provides a detailed, point-by-point explanation of passenger rights and responsibilities, covering baggage, flight cancellations, delays, denied boarding, and special needs accommodations. By familiarizing themselves with these guidelines, passengers can navigate air travel with confidence and clarity.

Passenger Rights

1. Baggage Rights and Responsibilities

• Right to Transport Baggage: Passengers can bring baggage as per their reservation, including carry-on and checked luggage, within the airline’s size, weight, and quantity limits.
• Excess Baggage: Additional fees apply for baggage exceeding the allowed limits.

• Compensation for Delayed Baggage:

  • 148 SDR for the first day of delay.

  • 60 SDR for each subsequent day, up to a maximum of 1288 SDR.

• Compensation for Lost or Damaged Baggage:

  • Up to 1288 SDR for lost baggage.

  • Up to 1288 SDR for damaged baggage, unless the damage is due to inherent flaws.

• Declaration of High-Value Items: Passengers must declare high-value items in advance to qualify for higher compensation.
• 21-Day Rule: If baggage is missing for 21 days, it is considered lost.

2. Force Majeure

• Airlines’ Obligations: Notify passengers of changes and provide necessary support during extraordinary events.
• Exclusions: Airlines cannot claim force majeure for technical issues, operational errors, or negligence.

• Passenger Rights:

  • Cancel the contract if delays exceed 3 hours for domestic flights or 6 hours for international flights.

  • Receive a full refund without deductions.

3. Flight Cancellations

• Permitted Cancellations: Only for force majeure, safety, or security reasons, supported by GACA reports.

• Passenger Options:

  • Accept alternative flights.

  • Receive compensation if they decline alternatives.

• Compensation Structure:

  • 50% of the ticket value if notified 60-14 days before departure.

  • 75% if notified 14-24 hours before.

  • 150% if notified within 24 hours.

• Discounted Flights: Compensation based on the highest fare in the booked class.

• Limited Flight Airports: Airlines must arrange alternative transportation.

4. Class Downgrades

• Passenger Agreement: If passengers agree to a lower class, airlines must refund the price difference and provide 50% of the difference as compensation.
• Contract Termination: Passengers can cancel the contract and receive a refund plus 200% compensation.

5. Denied Boarding

• Higher Class Availability: Airlines cannot deny boarding if seats are available in a higher class.

• Passenger Rights:

  • Informed of their rights.

  • Offered alternative flights or a refund with 100% compensation.

• Special Needs Passengers: Entitled to 200% compensation if denied boarding.

6. Flight Delays

• Notification: Passengers must be informed of delays at least 45 minutes before departure, with updates every 30 minutes.

• Compensation:

  • 50 SDR for delays of 3-6 hours.

  • 150 SDR for delays over 6 hours.

• Contract Termination: Passengers can cancel the contract for delays exceeding 2 hours, receiving a full refund.

• Extended Delays: Delays over 5 hours are treated as cancellations.

7. Advancing Flights

• Permitted Reasons: Only for safety or security reasons.

• Passenger Options:

  • Accept the new flight.

  • Choose an alternative flight with compensation for delays.

• Contract Termination: If the contract is terminated, the flight is treated as canceled.

8. Tarmac Delays

• Airlines’ Obligations: Provide access to toilets, proper ventilation, food, drinks, and communication options.
• Passenger Rights: After 3 hours, passengers may choose to disembark.

9. Stopovers and Connecting Flights

• Single Journey: Connecting flights are considered a single journey.
• Passenger Information: Airlines must inform passengers of stopovers and the actual carriers for each segment.
• Unannounced Stopovers: Passengers are entitled to 100 SDR compensation per stop.
• Contract Termination: Passengers can cancel their contract for added stopovers, receiving a full refund.
• Security-Related Stops: Exempt from compensation.

10. Passengers with Disabilities and Special Needs

• Disclosure: Passengers must disclose disabilities or special needs during booking.
• Equipment Transport: Airlines must transport necessary equipment free of charge and ensure it arrives with the passenger.
• Wheelchair Delay: An alternative must be provided immediately, with 100 SDR compensation if unavailable.
• Denied Boarding: Entitled to 200% compensation if denied boarding.

11. Care and Support

• Refreshments: Provided after 1 hour of delay.
• Meals: Provided after 3 hours of delay.
• Accommodation: Provided after 6 hours of delay.

Passenger Responsibilities

• Review Terms: Understand the carriage contract before booking.

• Accurate Information: Provide correct contact details during booking.

• Timely Arrival: Arrive at the airport on time and follow airline instructions.

• Travel Documents: Complete all required travel documents.

• Disclosure: Disclose any disabilities or special needs during booking.

• Behavior: Adhere to public decency and safety regulations; avoid disruptive behavior.

This guide ensures that passengers are well-informed about their rights and obligations, fostering a fair and efficient air travel experience for all. By understanding these points, travelers can better navigate their journeys and address any issues that may arise.

Singapore Airlines has launched a comprehensive S$45 million renovation of its SilverKris and KrisFlyer Gold lounges at Changi Airport Terminal 2, marking its largest overhaul of the facilities in over a decade. The phased upgrades, which began on 15 April 2025 and will conclude by mid-2027, aim to deliver a 50% expansion in lounge space and seating capacity while integrating design and culinary elements from the airline’s award-winning Terminal 3 lounges.

First Class Lounge: Premium Redesign

The First Class SilverKris Lounge, undergoing immediate renovations, will relocate to a new area with floor-to-ceiling windows, higher ceilings, and a reconfigured layout to maximize natural light and space. Key upgrades include an expanded bar offering barista services in the morning, live cooking stations serving Singaporean, Asian, and Western dishes, and a self-service buffet mirroring the Terminal 3 flagship lounge’s offerings. Completion is slated for late 2025.

Business Class Enhancements

The Business Class SilverKris Lounge will expand by 30% starting in late 2025, introducing productivity pods, quiet zones with recliners, and a full-service bar with signature cocktails. The redesigned space will feature wingback chairs, communal worktables, and an enhanced buffet selection, catering to both leisure and business travelers.

KrisFlyer Gold Lounge Upgrades

The KrisFlyer Gold Lounge, doubling in size from early 2026, will finally include dedicated restrooms and shower suites—a first for this lounge category at Terminal 2. The expansion addresses long-standing passenger feedback about limited amenities, with new seating configurations and an upgraded food-and-beverage lineup.

Phased Renovation Strategy

To minimize disruption, renovations will proceed sequentially:

• First Class Lounge: April 2025–Q4 2025
• Business Class Lounge: Q4 2025–2026
• KrisFlyer Gold Lounge: H1 2026–mid-2027.

Leadership Vision

Senior Vice President Yeoh Phee Teik emphasized the project’s role in delivering a “seamless, world-class experience,” aligning Terminal 2’s offerings with the airline’s global reputation for premium service. The overhaul follows SIA’s S$50 million Terminal 3 lounge renovations (2019–2022) and addresses outdated designs and capacity constraints at Terminal 2.

Culinary and Design Highlights

All lounges will feature live cooking stations, curated beverage programs, and ergonomic seating. The redesign prioritizes natural light, open layouts, and regionally inspired décor, reflecting Singapore’s cultural heritage while maintaining the airline’s modern aesthetic.

Zayed International Airport (AUH) in Abu Dhabi has once again cemented its reputation as a global leader in passenger experience by being named the "Best Airport at Arrivals Globally" for the third consecutive year at the 2024 Airport Service Quality (ASQ) Awards, organized by Airports Council International (ACI) World.

This accolade highlights AUH’s dedication to providing seamless and exceptional arrival experiences, supported by its state-of-the-art facilities and innovative passenger services. In 2024, the airport welcomed nearly 29 million passengers, showcasing its ability to handle increasing demand while maintaining world-class standards.

The recognition comes as part of ACI’s ASQ program, which evaluates airports based on real-time feedback from travelers, covering over 30 key performance indicators such as efficiency, comfort, and overall satisfaction.

Nearly 700,000 surveys were conducted globally in 2024, making the ASQ Awards a trusted benchmark for excellence in customer experience. ACI World Director General Justin Erbacci praised AUH for setting a new standard for excellence and exceeding passenger expectations.

AUH’s success is underpinned by significant investments in infrastructure and technology. The airport recently completed upgrades to its terminals and expanded its airline network, enhancing connectivity and capacity.

Additionally, it is pioneering a "document-free" travel initiative through biometric technology integration, aiming to become the world’s first fully document-free airport by the end of 2025. These advancements align with Abu Dhabi’s broader vision for digital transformation and economic growth.

Elena Sorlini, Managing Director and CEO of Abu Dhabi Airports, expressed pride in the achievement, emphasizing the team’s commitment to delivering memorable first impressions of Abu Dhabi. The airport also plays a vital role in supporting the emirate’s Economic Vision 2030 by fostering tourism, commerce, and foreign investment.

With its strategic location between eastern and western trade routes and cutting-edge facilities like the Midfield Terminal Complex (MTC), AUH is positioned as a premier global aviation hub.

In addition to this accolade, AUH has been recognized for its architectural beauty and operational excellence. The airport continues to break records, including handling over 92,000 passengers in a single day in August 2024.

As it looks toward the future, Zayed International Airport remains committed to redefining passenger journeys through innovation, sustainability initiatives like energy-efficient systems, and inclusivity-focused services that cater to diverse traveler needs.

Dubai International Airport has been ranked as the 11th best airport globally in the 2025 Skytrax World Airport Awards. This prestigious ranking highlights Dubai's status as a major travel hub, known for its luxury and exceptional shopping experiences.

Dubai International Airport's position within the top 20 underscores its commitment to providing a high-quality travel experience, despite not reaching the top ten. 

The airport's amenities, such as its extensive shopping options, including luxury brands like Gucci and Burberry, contribute to its appeal. Additionally, Dubai International offers a range of lounges, including the Marhaba Lounge and Ahlan Business Class Lounge, which provide travelers with comfort and convenience through amenities like complimentary Wi-Fi, showers, and dining options.

Dubai's ranking can be attributed to its continuous efforts to enhance passenger experience. The airport features advanced facilities such as free high-speed Wi-Fi, convenient power sockets, and water filling stations across all terminals.

Furthermore, Dubai International offers special services like home check-in, fast-track facilities, and medical assistance, which cater to diverse passenger needs.

The airport's strategic location and extensive airline network also make it a preferred transit point for travelers between Europe, Asia, and Africa. Despite these strengths, Dubai International faces stiff competition from other major airports, particularly those in Asia, which have dominated the top spots in the Skytrax rankings.

In the broader context, the Skytrax awards saw Singapore Changi Airport claim the top spot for the thirteenth time, followed by Doha's Hamad International Airport, which was recognized for its shopping and regional excellence.

The dominance of Asian airports in the rankings reflects their focus on innovation and customer satisfaction.

Dubai International Airport's 11th position is a testament to its enduring appeal as a luxury travel hub, but it also indicates areas for improvement to compete with the world's best airports.

Bahrain International Airport (BIA) has been ranked as the 20th best airport in the world in the prestigious 2025 Skytrax World Airport Awards, marking a significant achievement for the Gulf region. The awards, held at the Passenger Terminal Expo in Madrid, Spain, are based on global passenger surveys that evaluate airports on various aspects of customer experience. This recognition highlights BIA’s growing prominence as a world-class aviation hub.

In addition to its global ranking, BIA achieved a triple win at the awards. It was named the "World’s Cleanest Airport" among facilities handling up to 25 million passengers annually, the "Middle East’s Cleanest Airport," and the "World’s Best Airport Serving 5-10 Million Passengers." These accolades underscore BIA’s commitment to maintaining exceptional cleanliness standards and delivering seamless travel experiences.

The airport also ranked third globally for "Best Immigration Services" and fourth for "Best Baggage Delivery," showcasing its efficiency in critical passenger services.

The awards were accepted by Eyad Ismaeel, Vice President of Facility Management at Bahrain Airport Company (BAC), who expressed pride in the airport's accomplishments. Gulf Air Group Chairman Khalid Hussain Taqi emphasized that these honors reflect Bahrain’s strategic importance in the aviation industry and celebrate the dedication of BIA’s teams.

Edward Plaisted, CEO of Skytrax, commended BIA for its consistent excellence, particularly in cleanliness—a key driver of passenger satisfaction. With its modern $1.1 billion terminal inaugurated in 2021, featuring state-of-the-art facilities and a capacity to handle 14 million passengers annually, BIA continues to set benchmarks for boutique airports worldwide.

These achievements reaffirm Bahrain International Airport’s role as a gateway connecting Bahrain to global destinations while enhancing its reputation on the international stage.

Tokyo Haneda Airport, officially known as Tokyo International Airport, has been recognized as the third-best airport globally in the 2025 Skytrax World Airport Awards. This prestigious ranking highlights Haneda's exceptional cleanliness, efficiency, and accessibility, making it a standout among international airports.

Located approximately 15 kilometers from central Tokyo, Haneda serves as a crucial transportation hub for both domestic and international travelers, offering unparalleled convenience and accessibility to the city.

Tokyo Haneda Airport, officially known as Tokyo International Airport, is a historic and vital hub for Japanese air travel. Established in 1931 as Haneda Airfield, it initially served as Japan's largest civil airport, replacing the army air base at Tachikawa. During World War II, plans for a new municipal airport were abandoned, and Haneda was expanded under Allied Occupation (1945–1952) to serve both military and civilian transportation needs. 

Post-war, Haneda became Japan's primary gateway for international passenger flights, with airlines like Northwest Orient Airlines and Pan American World Airways introducing routes connecting Tokyo to major global destinations.

The airport underwent significant development in the mid-20th century. A new passenger terminal opened in 1955, followed by the inauguration of the Tokyo Monorail in 1964, which provided a direct 20-minute connection to downtown Tokyo. By the late 1970s, most international services were transferred to Narita International Airport, but Haneda remained a key domestic hub.

In October 2010, Haneda reclaimed its status as a major international gateway with the opening of Runway D and a state-of-the-art international passenger terminal

Haneda has consistently evolved to meet growing demand and enhance passenger experience. It now handles over 85 million passengers annually and is recognized for its world-class facilities. Recent expansions include Terminal 3's transformation into an international hub and the creation of Haneda Nihonbashi Bridge in 2014.

The airport features extensive shopping areas, diverse dining options, accessible facilities for passengers with reduced mobility, and cutting-edge amenities like duty-free pick-up counters and Wi-Fi rentals.

Haneda’s cultural significance is also reflected in its unique Japanese hospitality. Travelers often remark on the ground crew’s tradition of waving goodbye and bowing as planes depart—a gesture that highlights Japan's commitment to customer service.

Today, Haneda stands as a symbol of innovation and efficiency in global aviation, earning accolades such as being ranked the third-best airport in the world by Skytrax in 2025. Its strategic location near Tokyo's city center, seamless transportation links via monorail and train lines, and dedication to cleanliness and accessibility make it a preferred choice for both domestic and international travelers.

Key Features and Facilities of Haneda Airport

• Convenience and Accessibility: Haneda's proximity to Tokyo's city center allows for quick and easy access via the Keikyu Line and Tokyo Monorail, connecting travelers to major stations like Shinagawa and Hamamatsucho.

• Facilities and Services: The airport features extensive shopping areas, including duty-free stores and Japanese specialty shops, as well as a variety of dining options offering authentic Japanese cuisine. Notable dining spots include "Edo Koji" in the international terminal, which recreates the Edo period atmosphere.

• Lounges and Accommodations: Haneda offers multiple airline lounges, such as those operated by Japan Airlines and All Nippon Airways, as well as shared lounges like the Power Lounge and Sky Lounge. Directly connected hotels, including the Haneda Excel Hotel Tokyu and Royal Park Hotel Tokyo Haneda, provide convenient accommodations for travelers.

• Accessibility for All: Haneda is recognized for its accessible facilities, ensuring that passengers with reduced mobility have a seamless experience. This includes comprehensive services and amenities designed to cater to diverse needs.

• Cultural Experience: The airport offers a unique cultural experience, allowing visitors to immerse themselves in Japanese hospitality ("omotenashi") from the moment they arrive. This includes shopping for traditional crafts and enjoying local cuisine.

• Transportation and Amenities: Beyond its core functions, Haneda provides additional services such as baggage delivery, currency exchange, and Wi-Fi rentals. The airport is also equipped with ATMs and convenience stores available 24 hours a day.

• Haneda Airport Garden: This retail and dining complex, connected to Terminal 3, offers over 60 shops and 20 restaurants, enhancing the overall travel experience with its diverse offerings. It features a variety of Japanese cuisine, including dishes from Nagoya, Gunma, and Kyoto.

• Health and Safety Services: Each terminal includes a pharmacy, a clinic, and a police box, ensuring traveler safety and health needs are met. Dozens of AED machines are also available throughout the airport.

• Information and Assistance: Information counters are situated at various locations, providing assistance to travelers. Additionally, an information call service is available for further support.

Tips for Travelers at Haneda Airport

1. Plan Ahead: Arrive at least two hours before your domestic flight and three hours before your international flight to account for security checks and potential lines.

2. Use Public Transport: The Keikyu Line and Tokyo Monorail are efficient and cost-effective ways to reach central Tokyo. Consider purchasing a Suica or Pasmo card for easy travel.

3. Explore Duty-Free Shopping: Haneda offers a wide range of duty-free products, including cosmetics, liquor, and electronics. Take advantage of these deals to save money.

4. Try Local Cuisine: Don’t miss the opportunity to try authentic Japanese food at the airport. From sushi to ramen, there are plenty of options to satisfy your cravings.

5. Stay Connected: Rent a portable Wi-Fi hotspot or purchase a prepaid SIM card to stay connected throughout your trip in Japan.

6. Use Airport Lounges: If you have access to an airport lounge, take advantage of the amenities like free Wi-Fi, snacks, and drinks to relax before your flight.

7. Download Airport Apps: Utilize the Haneda Airport app to navigate terminals, check flight information, and locate facilities easily.

8. Respect Local Customs: Be mindful of Japanese customs and etiquette, especially when interacting with airport staff or using public facilities.

Haneda's consistent ranking among the world's best airports reflects its commitment to quality and customer satisfaction, making it an ideal gateway for travelers to Japan.