Kuwait Civil Aviation Authority Moves to Protect Travelers with Mandatory Refund Directive

2026-03-24 - 10:54

The Acting Deputy Director of Aviation Safety and Air Transport, Abdulla F. Alrajhi, has issued a circular directing all airlines and travel agents in Kuwait to ensure full protection of travelers’ rights following widespread disruptions to travel. The directive comes in light of the suspension of commercial flight operations to and from Kuwait International Airport effective February 28, 2026, due to exceptional regional circumstances. In order to safeguard the rights of travelers affected by trip cancellations due to the exceptional circumstances currently prevailing in the region, and in light of the suspension of commercial flight operations to and from Kuwait International Airport effective 28 February 2026, all concerned parties are requested to comply with the following: Ticket Refunds Travelers are entitled to a full refund of the ticket value if no portion of the ticket has been used. If part of the ticket has been utilized, the unused portion must be refunded in full, even if the ticket is classified as non-refundable under its original terms. Travelers must not be compelled to reschedule, accept travel vouchers, or convert the ticket value into credit, unless this is done voluntarily at their discretion. Refunds for Additional Services Travelers are also entitled to refunds for unused hotel bookings and other tourism-related services, including car rentals, extra baggage, travel insurance, and similar services. Market participants are required to coordinate with hotels, agents, or service providers to process such refunds. If a refund cannot be secured, the traveler must be provided with official documentation confirming this. Method of Refund Refunds must be issued using the original method of payment, unless an alternative arrangement is agreed upon with the traveler. Service Fees Market participants may deduct only those service fees and charges that were clearly disclosed and agreed upon at the time of booking, even in cases where bookings are refundable. Scope and Applicability All market participants must process refund requests for travel and tourism services that were cancelled or not utilized due to the suspension of operations. This provision applies retroactively from 28 February 2026 until the official resumption of operations at Kuwait International Airport, regardless of when the refund request is submitted. Processing Time All refund requests must be handled promptly and processed within a maximum of 15 working days from the date of submission. Non-Compliance Any violation of this circular will be referred to the Complaints and Arbitration Committee for resolution, in accordance with Article 21 of Law No. 31 of 1987 regulating the air transport market in the State of Kuwait.