The Directorate General of Civil Aviation (DGCA) announced that all airlines, travel and tourism agencies operating in Kuwait are requested to adhere to the following measures for preserving the rights of travelers whose flights and reservations were canceled due to the closure of Kuwait International Airport in response to the outbreak of the coronavirus pandemic (Covid-19).
Taking into account regulations that control the air transport market in Kuwait, DGCA outlined the following directives for consumer protection:
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- The traveler has the right to request a refund of their purchases travel tickets, hotel reservations and other tourist services that were canceled from the date of March 14, 2020, to the date of July 31, 2020, regardless of the conditions of the reservation (refundable or non-refundable) without any deduction of any amount from them.
- The traveler has the right to be refunded in cash, credit card, or credit valid for one year starting from the date of this circular, based on each traveler’s desire.
- Airlines, travel and tourism agencies are given a maximum period of time at the end of September 30, 2020, working day in order to achieve the above.
In the event that the aforementioned instructions are violated, issued complaints will be referred to the Complaints and Arbitration Committee to decide and act thereon—in accordance with the provisions of Article (21) of Decree Law No. (31) for the year 1987 regarding the regulation of the air transport market in the State of Kuwait.
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