Passengers can now complain on Sahel app for flight refunds
PACA rolls out digital passenger care through Sahel, streamlines airline complaint process, strengthens air passenger rights
Public Authority for Civil Aviation has called on passengers to submit air transport-related complaints through the Sahel application as part of efforts to enhance passenger rights protection and accelerate complaint handling procedures.
In a statement published on its official X platform account, PACA said the digital service enables travelers to file complaints covering a broad spectrum of aviation and travel-related issues in a more efficient and streamlined manner.
The authority explained that passengers can submit reports related to flight delays, lost or damaged baggage, flight cancellations, booking cancellations, schedule modifications, booking class changes, denied boarding cases, financial compensation claims, package tour disputes, and dummy bookings.
PACA added that the platform also allows travelers to report incidents involving route diversions, aircraft returns after takeoff, onboard injuries or deaths, in addition to other complaints associated with the air transport sector.
According to the authority, the initiative forms part of Kuwait’s broader digital transformation strategy aimed at improving customer service standards, strengthening transparency, and enhancing communication channels between passengers and aviation regulators through integrated government platforms.
The move is expected to support faster follow-up procedures, improve operational responsiveness, and provide passengers with a more accessible mechanism to safeguard their travel rights within Kuwait’s aviation sector.
