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Thank you Dubai govt for efficient grievance redressal services

Published: Sat 5 Oct 2019, 10:30 PM

Last updated: Sun 6 Oct 2019, 12:31 AM

I am writing to share my pleasant experience in getting an issue resolved through the consumer protection system of the Dubai government. I had booked an airline ticket with a web-based travel firm with offices in Dubai. The airline had cancelled the flight and I was eligible for a refund. However, the travel firm did not process my refund for 90 days and kept giving me vague excuses. I then approached the Dubai Civil Aviation authority and filed a complaint through the e-channel on September 29. The next day civil aviation officials called me and took details about the issue. They assured me of resolving the issue and within next two hours I received a call from the travel company saying they will be refunding the money and it would be credited within five days. The refund was done within the next two days. The civil aviation officials also followed up on my request to know if the problem was resolved.
I was happy to get my money back and much appreciate the way systems work in Dubai. Hats off to the Dubai government for establishing such efficient grievance redressal systems. I would like to express my sincere thanks to the authorities.
- Subbiah Arunachalam, Abu Dhabi

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