Airlines face passenger backlash over disruptions, rising fares and slow refund processing
Passengers flying with Kuwait Airways are experiencing growing disruption marked by last-minute cancellations of some flights, rising airfares, and delayed refunds, even as Kuwait introduces new regulatory measures aimed at speeding up compensation for affected travelers.
Several travelers have voiced frustration over the cancellation of Kuwait Airways bookings scheduled for May and June, saying the disruptions have led to significant financial losses due to expensive rebooking costs, especially amid a sharp rise in regional airfares compared to pre-pandemic levels.
Passengers said the impact went beyond higher ticket prices, with several reporting losses from non-refundable hotel reservations and challenges in adjusting accommodation plans. Others highlighted additional costs incurred while rearranging travel itineraries, appointments, and onward flight connections, reports Al-Qabas.
Many travelers also pointed out that limited seat availability during peak travel periods has further complicated rebooking efforts, often leaving them with no option but to pay higher fares or accept longer and less convenient transit routes.
They called for clearer communication from the airline, along with more flexible refund and compensation policies during operational disruptions.
Despite cancellations linked to the temporary closure of Kuwaiti airspace, several passengers who requested full refunds say they have still not received their money more than a month later, despite repeated attempts to contact Kuwait Airways.
They also reported difficulties reaching customer service, claiming that calls to the 171 hotline often go unanswered even after long waiting times.
Meanwhile, industry observers note that ongoing regional travel volatility and sudden shifts in demand frequently force airlines to adjust schedules, creating a ripple effect on hotel bookings and ground transportation when changes occur at short notice.
While flights departing the EU and UK are technically covered under EC261 passenger protection rules for delays and cancellations, many passengers say they are left to navigate claims independently, often facing delays in responses and limited guidance from the airline.
At the same time, ticket prices have surged sharply across affected routes. Reduced capacity, rerouting through Gulf hubs, and sustained demand from migrant workers and family travelers have pushed fares significantly higher. Some passengers report paying two to three times the original ticket price when rebooking alternative flights or accepting reroutes.
Financial pressure has been compounded by widespread complaints of delayed refunds. Travelers say reimbursement for cancelled tickets often takes weeks or more, despite official policies from Kuwait Airways stating that credit card refunds should be processed within seven business days and other payment methods within 20 days. In some cases, passengers report being redirected between airlines and travel agents, further slowing the process.
In response to growing complaints, Public Authority for Civil Aviation has introduced stricter rules requiring airlines and travel agencies to issue full refunds within 15 working days for cancelled or unused tickets, including partially used bookings. The regulation applies to all bookings regardless of whether they were purchased directly or through intermediaries, aiming to clear a backlog of delayed reimbursements.
