Kuwait DGCA Urges Passengers To File Flight Delay And Baggage Complaints Via Sahel App

Kuwait’s Directorate General of Civil Aviation (DGCA) has urged passengers to submit air transport-related complaints through the Sahel application, directing travelers to use the unified digital platform for issues including flight delays, cancellations, refunds and lost or damaged baggage.

“Kuwait DGCA Launches Sahel Complaint Service for Flight Delays, Cancellations, Refunds and Baggage I”

Arab Times Kuwait News

The DGCA said the Sahel service allows travelers to file complaints covering “flight delays, baggage problems, flight cancellations, booking cancellations, changes in flight schedules or booking class, refusal to board passengers, financial claims, package tours and dummy bookings” via its official X account.

Arab Times Kuwait News

The Times of India said the Sahel complaint feature lets air travelers report flight delays, cancellations, refund disputes and baggage problems directly through the government’s app as the aviation regulator pushes for faster complaint handling and stronger passenger protection.

The DGCA’s guidance described the complaint process as a digital escalation path, where passengers first raise the issue with the airline, travel agency or booking platform and then escalate it through Sahel if it remains unresolved within the allowed period.

The service is positioned as part of Kuwait’s broader digital transformation strategy, with the DGCA framing the move as simplifying the complaint process and improving communication between passengers, airlines and travel authorities.

The DGCA’s announcement on X, as summarized by Wego Travel Blog, said the Sahel complaint service covers categories including flight delays and cancellations, baggage problems such as lost, damaged, or delayed luggage, booking cancellations and changes to flight schedules or booking class, and refusal to board passengers.

Wego Travel Blog also said passengers can submit complaints involving “financial claims and refund disputes” as well as package tour and dummy booking issues, and it listed flight route changes and aircraft returning after takeoff among the reportable topics.

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The Times of India added that the Sahel platform can be used for downgraded ticket classes, compensation claims, package tour disputes, route changes, and emergency situations such as aircraft returning after takeoff or incidents involving injuries onboard.

The guidance described eligibility as limited to complaints against airlines, travel agencies and online booking platforms operating in Kuwait, and it said the complaint must be submitted either by the affected passenger or an authorized representative.

The Times of India further stated that authorities instructed travelers to upload supporting documents while filing complaints, and it said the DGCA requires ticket details, supporting documents, previous correspondence with the airline or agency, and proof related to refunds, delays or cancellations.

The Times of India linked the Sahel complaint rollout to Kuwait’s aviation refund rules, saying earlier this year the DGCA ordered airlines and travel agencies to issue full refunds for cancelled or unused tickets within 15 working days.

“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”

The Times of India

Under those rules, the Times of India said 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, and even non-refundable tickets may qualify for repayment under exceptional conditions.

The Times of India quoted DGCA spokesperson Abdullah Al-Rajhi saying the measures were introduced to protect passenger rights and improve accountability within the aviation and travel sectors.

The same article said the DGCA has instructed travelers to attach required supporting documents to avoid delays in review, and it described the Sahel “Tawasul” platform inside the app as a channel for users facing response delays or wanting to submit suggestions.

Separately, the West Asian coverage said the Sahel app is already Kuwait’s unified e-government platform for residents using it to manage services, and it described the aviation complaint function as centralizing cases through one digital portal so passengers can track the status of their case using a reference point.