Passenger Rights

• All flights departing from airports in the Sultanate of Oman, regardless of whether the airline is domestic or foreign.
• Flights arriving at airports in the Sultanate of Oman operated by a national carrier, if the passenger has not been compensated according to the regulations of the departure country.
• Domestic flights between airports in the Sultanate of Oman.
• Passengers holding tickets issued under a frequent flyer program.

The provisions of this regulation do not apply to passengers traveling for free or at reduced fares that are not available to the public (not advertised in social media or newspapers).

Note: Flights arriving at airports in the Sultanate of Oman operated by a foreign carrier are subject to the laws of the departure country or the international agreements ratified by the departure country.

Passengers must adhere to the following:

• Provide the airline or its representative with personal information and contact details when entering into an air transport contract.
• Follow the safety and discipline instructions issued by the cabin crew on board the aircraft.
• Review the terms and conditions of the air transport contract before completing the booking process.
• Disclose any special needs, if applicable, before finalizing the booking.
• Complete travel procedures in a timely manner as instructed by the airline.
• Ensure that travel documents and necessary papers for entry to the destination and layover points are valid.

The airline shall not be obligated to pay any compensation to the passenger in case of the passenger's failure to meet their obligations.

• Provide the passenger with all terms and conditions of the air transport contract before finalizing the booking.
• Not accept passengers who do not possess the required travel documents and paperwork.
• Ensure transparency in announcing ticket prices for flights and the services offered by the airline.
• Not impose any undisclosed fees on ticket prices and services.

The airline bears any consequences resulting from accepting a passenger if it fails to comply with the obligation stated in paragraph (2). It is required to refund the full ticket price and provide the necessary care and assistance to the passenger.

The airline is obligated, in the event of flight cancellation or delay, to notify the passenger within a period not exceeding 14 days and to provide care and assistance to the passenger by offering the following:

• Refreshments and drinks starting from 2 hours of delay.
• A suitable meal if the delay exceeds 3 hours from the originally scheduled departure time.
• Adequate accommodation and transportation to and from the airport if the delay exceeds 6 hours from the originally scheduled departure time.

Passengers must be notified of cancellations or delays for international flights within a period not exceeding 14 days. They have the right to an alternative flight or to request the termination of the contract; they are entitled to a refund of the ticket price for the unused segment, along with any additional fees paid during booking (such as for seat selection, baggage, or insurance). In this case, the airline is exempt from providing care and assistance.

Cancellation of Domestic Flights

When an airline is forced to deny boarding to a passenger due to overbooking or other reasons, the airline must do the following:

• Provide clear information and necessary guidance to the passenger regarding their rights in writing.
• Offer the passenger a choice between another flight with the same airline or a different airline, covering any fare difference if applicable.

• In the event of delayed luggage, compensation of 148 Special Drawing Rights (SDR) is provided for the first day only, with the airline covering losses incurred due to the delay.
• If luggage is damaged, the passenger must notify the airline within 24 hours of the scheduled arrival time as stated in the air transport contract.
• Luggage is considered lost if it has not been delivered to the passenger within 21 days from the scheduled arrival date as per the air transport contract.
• For damaged or lost luggage, compensation of 20 SDR per kilogram is provided, with a maximum compensation of 1,288 SDR for each piece of luggage.

If a passenger books a ticket in business class and is moved to economy class for specific reasons, this is considered a downgrade. As a result, they are entitled to compensation.

The airline is responsible during the process of boarding the passenger from the departure gates to the aircraft, while on board, and during the disembarkation process until the passenger leaves the aircraft and reaches the airport terminal.

• Passengers must inform the airline of their condition and any necessary devices or equipment when making a confirmed reservation.
• Passengers are not obligated to sign any waivers of their rights or the services due to them under the provisions of this regulation.
• The airline must ensure that mobility aids and equipment travel with passengers with disabilities or special needs; if such items are damaged or lost, the airline must compensate their value.
• Passengers will be compensated an amount equal to 200% of the total value of their confirmed ticket if the airline fails to provide an alternative flight or does not fulfill the necessary services.

Passengers are not entitled to claim compensation from the airline in cases of force majeure, which include:

• War / Political unrest
• Fuel supplier issues
• Illegal activities
• Sabotage
• Security reasons
• Weather factors
• Airport closures
• Medical reasons
• Bird strikes
• Manufacturing defects
• Unexpected defects affecting flight safety
• Strikes
• Air traffic management
• Issues related to aircraft cargo

• Affected passengers must first submit a complaint to the relevant airline.
• The airline is required to provide a written response to the complaint within thirty days of its submission.
• If a satisfactory agreement is not reached between the passenger and the airline, the affected passenger may submit their complaint to the Civil Aviation Authority for resolution.