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.

As families prepare for the busy school holiday travel season, Emirates is introducing an exciting new collection of toys and amenities designed especially for young travelers. With around one million children expected to fly with the airline this summer, Emirates is set to delight its youngest passengers with free bags, plush toys, and collectible items tailored to different age groups.

The new kids’ kits feature a variety of themes, including football, tennis, basketball, sailing, golf, horse riding, cycling, cricket, rugby, music, and literature. These thoughtfully designed kits include essential items and boredom-busting toys, made from sustainable materials and safety-certified to ensure a worry-free experience for parents.

For babies and infants up to two years old, the kits include a reusable changing mat, Naif nurturing cream, cleansing wipes, a wipe-clean bib, a spoon that doubles as a teether, a soothing vibrating plush toy that can be attached to a seat or stroller, and a collectible cozy blanket to keep little ones comfortable and entertained.

Children aged three to six receive a special themed backpack to keep their favorite belongings safe during travel. Options include a literature-inspired Tiny Treasures backpack, an adventure backpack, a football backpack, or a tennis crossbody backpack. These kits also come with the in-flight Fly with Me magazine, which now features collectible character cards, coloring pages, puzzles, and other engaging travel activities.

For kids aged seven to twelve, Emirates offers stylish bags from its latest lifestyle collection, including a collectible Big City crossbody bag, an explorer backpack, and a Training Day duffle bag. These kits are complemented by activity packs and headphones designed to keep older children entertained throughout the flight.

In addition to the onboard offerings, Emirates has made its Little Travellers’ collection available for purchase online. The range includes colorful caps, t-shirts, beach day lunch bags, water bottles, pencil cases, keyrings, and activity books. For young aviation enthusiasts, the airline offers cabin crew and pilot uniforms for children aged one to ten, as well as onesies for babies up to 18 months.

Emirates’ commitment to family-friendly travel is further reflected in its priority boarding, dedicated check-in areas, and specially designed play zones in airport lounges, ensuring a comfortable and enjoyable journey for both children and their parents. With over 250 kids’ movies and TV shows, music, and up to 100 games available through the inflight entertainment system, young travelers are sure to have a memorable and fun-filled experience this summer.

Qatar Airways is elevating its culinary offerings through an exciting partnership with renowned French chef Yannick Alléno, whose 19 restaurants across seven countries have collectively earned 17 Michelin stars. This collaboration brings Alléno’s modern French cuisine to both inflight menus and premium lounge dining experiences.

First and Business Class passengers traveling on select flights between Paris and Doha will be the first to savor Alléno’s specially crafted inflight menus. These feature “ingredient-led cooking” and innovative techniques such as fermentation, reflecting the chef’s dedication to culinary artistry and innovation.

On the ground, Alléno’s acclaimed Pavyllon restaurant, known for its locations in Paris, Monte Carlo, and London, will make its airside debut inside Qatar Airways’ First Class Lounge at Doha Hamad International Airport. The lounge restaurant will mirror the Pavyllon concept with counter seating facing an open kitchen, offering guests an immersive dining experience akin to a live culinary performance.

Qatar Airways’ lounges at Paris-Charles de Gaulle Airport will also showcase a selection of exclusive creations by Alléno, though specific details have yet to be announced.

Thabet Musleh, Qatar Airways’ Chief Retail and Hospitality Officer, emphasized the airline’s commitment to innovation and excellence, stating, “Chef Yannick Alléno one of the most celebrated names in global gastronomy represents a benchmark for excellence that reflects our shared passion for innovation, sophistication, and the art of hospitality.”

This partnership aligns with a growing trend among airlines to collaborate with award-winning chefs to enhance the onboard and lounge dining experience. For example, Air France recently teamed up with Daniel Boulud to create dishes for its La Première and Business Class passengers on flights departing the US, with the rollout starting in July.

Qatar Airways continues to set new standards in luxury travel by combining world-class gastronomy with exceptional service, ensuring that passengers enjoy unforgettable dining experiences both in the air and on the ground.

Emirates has officially launched its first Emirates World retail store in Singapore, marking a significant milestone in the airline’s 35-year presence in the city-state and signaling a bold new direction in travel retail.

Located at Odeon 333, just across from the iconic Raffles Hotel, the 330-square-meter store is designed as a warm, open-plan, lounge-like environment, featuring Emirates’ signature light and contemporary color palette with motifs inspired by the UAE’s national Ghaf Tree.

The store brings together expert travel planning and a premium shopping experience. Four dedicated customer service counters are staffed by knowledgeable consultants who provide tailored travel advice, exclusive fare deals, and detailed product demonstrations. Visitors can book flights, plan holidays, and receive personalized recommendations-all in a welcoming, relaxed setting.

A key highlight is the interactive First Class Suite installation, available exclusively in Singapore, allowing guests to step inside and experience the luxury of Emirates’ award-winning in-flight environment, complete with plush leather seats, ambient lighting, and privacy doors. The store also features smart technology, such as a ‘selfie mirror’ that lets travelers snap pictures against scenic destination backdrops.

Emirates is also introducing a curated selection of eco-conscious products, including upcycled travel pouches and document holders, reflecting the airline’s commitment to sustainability. Guests are welcomed with freshly brewed coffee, reinforcing Emirates’ hallmark hospitality on the ground.

The grand opening was attended by Emirates’ Deputy President and Chief Commercial Officer, Adnan Kazim, alongside representatives from the UAE Embassy and Changi Airport Group, underscoring the strategic importance of Singapore as a hub for Emirates in Southeast Asia. In 2024 alone, Emirates carried over 800,000 passengers between Singapore and Dubai, operating four daily flights to Dubai and beyond, plus a daily service to Phnom Penh.

This store is the first of more than 40 planned worldwide as part of a S$35 million investment, positioning Emirates as a leader in premium, high-touch retail experiences that blend technology, personalization, and luxury. The new Emirates World store is set to redefine how travelers engage with the airline, offering a seamless, informative, and immersive space that brings the ‘Fly Better’ promise to life both in the air and on the ground.

Strategic Implications and Explanation

The Emirates World store is more than just a physical sales channel; it is a strategic move to deepen engagement with high-value travelers in a digital age. By combining personal service, interactive technology, and exclusive experiences, Emirates aims to differentiate itself in a competitive market and collect valuable customer insights for tailoring future offerings.

The investment in physical retail, alongside digital integration, allows Emirates to create a consistent and elevated brand experience across all touchpoints, ensuring that travelers receive the same level of care and luxury whether they are booking online or in person.

This initiative also positions Emirates to capitalize on the growing demand for experiential retail, where customers value face-to-face interactions and immersive experiences, especially when planning significant journeys. The store’s success could influence the broader travel industry, encouraging a renewed focus on high-touch, personalized customer service in the premium segment.

Qatar Airways is widely regarded as one of the world’s leading luxury airlines, known not only for its exceptional service and modern fleet but also for the exceptionally high standards it demands from its cabin crew. Behind the airline’s polished image lies a comprehensive set of strict rules and regulations that govern every aspect of cabin crew members’ professional appearance, behavior, and lifestyle.

These rigorous policies, some of the most stringent in the aviation industry, are designed to maintain the airline’s prestigious reputation and ensure a consistently flawless experience for passengers around the globe.

Strict Grooming and Appearance Guidelines

Qatar Airways enforces highly detailed grooming standards to uphold its reputation as a premium airline. Female cabin crew are required to wear full-coverage foundation and concealer, matte blush without shimmer, and lipstick or nail polish in specific shades such as deep pink, red, or burgundy to align with the company’s brand image.

Skincare is emphasized, with crew trained to use long-lasting, durable makeup products to maintain a flawless look during long-haul flights. Male crew members must be clean-shaven, with neatly trimmed mustaches above the lip line; beards and visible gray hair are prohibited, and bald spots must be concealed.

Hair Styling Requirements

Female crew members must style their hair in low buns secured with hairnets and scrunchies, and only natural hair colors are permitted. Male crew are expected to maintain a neat hairstyle using grooming products like wax or clay, avoiding any greasy or overly styled looks.

Uniform Regulations

The airline maintains strict uniform policies:

• Crew must carry spare uniforms on every flight to address any unexpected incidents.

• Jewelry is limited to simple stud earrings and wedding rings with embedded stones for safety reasons; men are generally limited to wearing watches.

• Female crew must wear matte, skin-tone-matched stockings.

• Only mild fragrances are allowed to prevent discomfort to passengers.

Lifestyle and Conduct Rules

• Crew members live in company-provided accommodation monitored by electronic keycards and subject to unannounced checks.

• The pre-flight curfew has recently been shortened from 12 to 9 hours, with a 90-minute allowance for leaving the accommodation during this time.

• Sharing photos in uniform or depicting alcohol or cigarettes on social media is strictly forbidden.

• Visitors of the opposite sex were traditionally restricted to visiting hours between 7 a.m. and 10 p.m., with mandatory registration.

• Alcohol, tobacco, and pork products are banned in crew living quarters.

Recent Policy Adjustments

Qatar Airways has relaxed certain rules in recent times:

• Overnight curfews on days off have been lifted, allowing greater personal freedom.

• Pregnant cabin crew can now transition to ground-based roles instead of being forced to resign.

• The requirement to obtain CEO approval for marriage after five years of service has been simplified.

Recruitment and Benefits

The airline is highly selective, accepting only about 6–8% of applicants. Candidates must meet physical requirements such as a minimum arm reach of 212 cm, be fluent in English, and relocate to Doha. Benefits include company-provided housing, international medical insurance, and discounted travel opportunities worldwide.

Operational Procedures

During flights, crew adjust their uniforms according to service phases: wearing blazers during boarding and switching to blue “dining jackets” during meal service. Female crew carry secure handbags containing makeup kits and manuals, all protected by passcodes.

Cultural Distinctions

Unlike many Western airlines that have relaxed uniform and grooming policies, Qatar Airways maintains traditional, highly polished standards to reinforce its five-star luxury image. Every detail, from nail polish color to sock styles, is carefully regulated to ensure a consistent and upscale passenger experience.

Compensation and Discipline

Starting salaries for new cabin crew are approximately QR 3,300 (around $900), rising to QR 3,750 after six months, with additional hourly allowances for flight time. The airline enforces strict discipline: arriving even five minutes late to accommodation curfews can lead to warnings, and repeated infractions may result in termination.

Training and Compliance Checks

New recruits receive intensive training led by grooming officers, covering makeup application, hairstyling, and uniform standards. Pre-flight inspections ensure all crew meet the airline’s exacting appearance and conduct requirements.

By balancing these rigorous standards with recent reforms, Qatar Airways continues to ensure its cabin crew embody the elegance, professionalism, and precision that define its global reputation as a leader in luxury air travel.

Dubai Airports has set a new global standard for accessible travel by rolling out a comprehensive suite of autism-friendly services and training initiatives across Dubai International (DXB) and Dubai World Central (DWC). As the world’s first international airport to receive the Certified Autism Centre™ (CAC) designation from the International Board of Credentialing and Continuing Education Standards (IBCCES), DXB has embedded autism-inclusive practices at every level of the passenger journey.

A cornerstone of these efforts is the launch of the Assisted Travel Lounge at Terminal 2, a pioneering facility designed to offer a calm, sensory-friendly environment for People of Determination (POD), including travelers with autism and hidden disabilities. This lounge, developed in partnership with dnata, is part of a multi-million-dirham program that will expand to other terminals, providing specialized assistance, quiet zones, and dedicated support for families.

Dubai Airports has also prioritized human connection by equipping 45,000 employees—including frontline staff, airport partners, customs officials, and airline personnel—with IBCCES-accredited autism awareness and sensory sensitivity training.

This training, which has increased by 36% year-on-year, ensures that staff can recognize and appropriately respond to the needs of neurodiverse travelers, reducing anxiety and fostering a supportive environment throughout the airport. Guest Experience Ambassadors, easily identified by Sunflower pins, are stationed at key touchpoints to offer informed assistance to those with hidden disabilities.

To further streamline the travel experience, Dubai Airports offers a range of practical services: complimentary two-hour parking, dedicated taxis, wheelchair support, and priority lanes for Sunflower Lanyard holders. The DXB Travel Planner, an online visual guide, helps families prepare for their journey, while the airport’s Autism Friendly Route ensures a smoother passage through check-in, passport control, and security.

These initiatives are part of Dubai’s broader ambition to become a Certified Autism Destination™ (CAD), supported by the Department of Economy and Tourism. The airport’s efforts have led to increased guest satisfaction, positive feedback from the autism community, and international recognition, including the Airports Council International (ACI) Accessibility Enhancement Accreditation.

Through its “We All Meet the World Differently” campaign and ongoing collaboration with local and international advocacy groups, Dubai Airports continues to champion neurodiversity, ensuring that every traveler—regardless of ability—feels welcomed, respected, and supported from arrival to departure.