Kamal Ghorui
Air travelers in Kuwait can now report flight delays, cancellations, refund disputes and baggage problems directly through the government’s Sahel app, as the country’s aviation regulator pushes for faster complaint handling and stronger passenger protection.Kuwait’s Directorate General of Civil Aviation (DGCA) announced the move, stating the digital service simplifies the complaint process and improves communication between passengers, airlines and travel authorities.According to the DGCA, travelers can use the Sahel platform to report a wide range of airline and travel-related issues, including flight delays and cancellations, refund disputes, lost or delayed baggage, booking cancellations and schedule changes. Passengers can also file complaints related to denied boarding, downgraded ticket classes, compensation claims, package tour disputes, route changes and even emergency situations such as aircraft returning after takeoff or incidents involving injuries onboard.Officials said the system is part of Kuwait’s broader digital transformation strategy aimed at making public services faster, easier and more transparent for residents and travelers.
Kuwait flight refund rules
The launch of the complaint feature comes at a time when refund disputes and airline service complaints have been increasing across the region.Earlier this year, Kuwait’s DGCA ordered airlines and travel agencies to issue full refunds for cancelled or unused tickets within 15 working days. The directive was introduced after major travel disruptions linked to exceptional circumstances affecting Kuwait International Airport operations.Under the rules:
- Passengers with completely unused tickets are entitled to a full refund
- Travelers who used only part of their journey must receive refunds for the unused segment
- Even non-refundable tickets may qualify for repayment under exceptional conditions
DGCA spokesperson Abdullah Al-Rajhi said the measures were introduced to protect passenger rights and improve accountability within the aviation and travel sectors.The authority has also instructed travelers to upload all required supporting documents while filing complaints to avoid delays in review.
How Kuwait travelers can use Sahel App?
The DGCA has published detailed guidance for passengers using the platform.To submit a complaint successfully, passengers must first contact the airline, travel agency or booking platform directly. If the issue remains unresolved within the allowed period, the matter can then be escalated through Sahel.Authorities said complaints can only be filed against airlines, travel agencies and online booking platforms operating in Kuwait. Travelers are also required to attach:
- Ticket details
- Supporting documents
- Previous correspondence with the airline or agency
- Proof related to refunds, delays or cancellations
The complaint must be submitted either by the affected passenger or an authorized representative.For users facing response delays or wanting to submit suggestions, the government’s “Tawasul” platform inside Sahel can also be used.
Other services offered by Sahel App
The latest rollout is part of a wider expansion of aviation-related e-services on Sahel.Over the past year, Kuwait authorities have added several digital aviation tools, including a lost-and-found airport belongings service and real-time weather warning alerts through the same app.The “Lost and Found” feature allows travelers to report and track missing personal belongings left at airports or onboard aircraft, while the weather alert system provides real-time notifications during severe conditions.Officials say these initiatives are intended to reduce paperwork, improve service efficiency and give passengers quicker access to government support services.
Looking ahead
Online discussions among travelers show that refund delays and communication gaps remain a major frustration for passengers affected by cancellations and disrupted flights.Several travelers on Reddit reported waiting weeks for airline refunds, while others shared difficulties contacting airlines or booking agents. Some users said the new Sahel complaint option could make it easier to escalate unresolved cases directly to aviation authorities.One traveler wrote that the DGCA’s 15-working-day refund rule helped push airlines to process pending repayments faster, while others advised passengers to keep copies of tickets, passports and payment details ready before filing complaints.The development reflects a wider regional trend where aviation regulators are facing increasing pressure to strengthen passenger rights as air travel rebounds and disruptions continue to impact travelers globally.
