Passenger Rights

1. In cases of force majeure, the air carrier is obligated to do the following:

   A - Notify the passenger of any changes related to the case; starting from the time the case is announced, and around the clock, until its end.
   B - Provide appropriate support services in these cases in accordance with the requirements stipulated in the regulations.

2. The air carrier may not claim force majeure if the violation of the provisions of these regulations is due to a technical malfunction in the aircraft, or operational conditions, or scheduling, or misjudgment on its part or on of one of its employees, or if it results from negligence or default on its part or on its agents.

3. The passenger has the right to terminate the contract if the force majeure extends for more than (3) hours for domestic flights or more than (6) hours for international flights, and the passenger has the right to refund the value of the ticket without deducting any fees.

4. In cases of force majeure, the air carrier is exempt from the compensations mentioned in the regulation, according to reports approved by GACA.

1. The air carrier is not permitted to cancel scheduled flights except in cases involving Force Majeure or for safety and security reasons based on reports approved by GACA.

2. When informing the passenger of the cancellation of a flight, the air carrier shall take the following into consideration:

• a. To offer the passenger the available alternative flights.
• b. To clarify to the passenger his/her right to care, support, and compensation.

3. In case the passenger accepts the alternative flight, the passenger is not entitled to compensation, and the provisions related to flight delays mentioned in this Regulation shall apply to the time difference between the original flight and the alternative flight.

4. The passenger has the right to terminate the contract when a flight is cancelled and the passenger does not accept an alternative flight. In such a case, the air carrier shall be relieved from providing the care and support stipulated in Article Seventeen of the Regulations.

5. Termination of the contract upon the cancellation of a flight shall entail a refund of the full value of the ticket, including any additional fees paid by the passenger to complete the reservation, such as seat selection fees, baggage fees, and other fees.

6. The passenger is entitled to compensation in case a flight is cancelled by the air carrier according to the following terms:

• a. A refund of the ticket value or the remaining part of the flight and compensating the passenger with the equivalent to (50%) of the value of the remaining part of the flight, if the air carrier informed the passenger of the cancellation during the period from 60 days to 14 days prior to the time of departure.
• b. A refund of the ticket value or the remaining part of the flight and compensating the passenger with the equivalent to (75%) of the value of the remaining part of the flight, if the air carrier informed the passenger of the cancellation during the period from 14 days to 24 hours prior to the time of departure.
• c. A refund of the ticket value or the remaining part of the flight and compensating the passenger with the equivalent to (150%) of the value of the remaining part of the flight, if the air carrier informed the passenger of the cancellation during the period from 24 hours prior to the time of departure until the time of departure.

7. When cancelling a flight that is listed as a discounted flight as a result of offers announced by the air carrier, compensation shall be made according to the highest price value of the class that was booked according to the approved tariff.

8. In case the flight is cancelled in airports that do not have ongoing flights on a daily basis, the air carrier shall provide an alternative method of transportation upon the approval of the passenger to guarantee his/her arrival at the destination or to the nearest airport that he/she can depart from the destination.

1. Downgrading the class on the same flight does not constitute a refusal to board if the passenger agrees.

2. If the passenger accepts a downgrade, the air carrier must refund the price difference between the original class and the lower class based on the lower fare, in addition to compensation equivalent to 50% of the price difference.

3. In the event of contract termination, the passenger is entitled to refund the ticket for the unused part of the flight, in addition to compensation equivalent to 200% of the ticket value.

1. What is the passenger's rights in the cases of denied boarding?

2. The Air Carrier shall not deny boarding to any Customer, if there is a seat available in a higher class on the same flight. In such a case, the Air Carrier shall upgrade the Customer to the higher class without any additional payments.

3. In case boarding is denied to any Customer due to the fact that alternative seats are not available on the same flight, the air carrier must act immediately as follows:

   a. Provide the Customer with sufficient clear information in writing regarding his/her rights if boarding has been denied, and provide the necessary guidance in this regard.

   b. Afford the Customer the right to choose between travelling on a different flight operated by the same Air Carrier, or to travel with another Air Carrier. The difference in cost, if any, shall be borne by the Air Carrier.

4. If the Customer is denied boarding by the Air Carrier and the Customer decides to terminate the contract, the Air Carrier shall refund the ticket price for any unused sector(s) and provide compensation equal to (100%) of that value.

1. The air carrier shall commit to the announced flight schedule and the flight times shown in the Reservation, unless such delay is for security and safety reasons, based on reports approved by GACA.

2. The air carrier shall notify the passenger about the flight delay at least (45) minutes prior to take-off time, and the notice shall contain the new take-off time.

3. The air carrier shall update the flight status and any additional delays every (30) minutes, and the consecutive delay periods for the same flight shall be treated as a continuous period.

4. Taking into consideration the provisions stipulated in Paragraph (3-C) of Article Seventeen of the Regulations, the air carrier shall be responsible for the cost of extending the passenger’s accommodation until the new flight time in case the flight delay occurs while the passenger is in a paid accommodation location, whether a hotel or any other residential unit with the same purpose, and the passenger shall be informed of the new departure time and given the necessary support.

5. Cases of delays in departure and their duration are dealt with by offering care and support services based on the time difference between the actual and the scheduled departure time.

6. The compensation resulting from flight delays is calculated based on the actual arrival time of the passenger compared to the arrival time specified in the Reservation. The compensation is provided as follows:

   a. The equivalent of (50) Special Drawing Rights Units if the total flight delay duration is three to six hours.

   b. The equivalent of (150) Special Drawing Rights Units if the total flight delay duration is more than six hours.

7. The passenger has the right to request the termination of the contract with the air carrier in case the flight is delayed for a period exceeding (2) hours, and the passenger is entitled to a full refund of the ticket price only, without the deduction of any fees.

8. In case the flight delay extends to over (5) hours, then the passenger has the right to consider the flight canceled and the passenger is entitled to compensation as per the cancellation provisions specified in the Regulations.

1. The air carrier is prohibited from bringing flights forward unless it is required for security and safety reasons based on reports approved by GACA.

2. The passenger shall have the choice between accepting the flight brought forward or selecting an alternative suitable flight.

3. The time difference between the original flight and the alternative flight accepted by the passenger shall be treated in accordance with the provisions of “Flight Delays” specified in the Regulations.

4. In the event a flight is brought forward, the passenger has the right to terminate the contract with the air carrier, in which case said flight shall be deemed cancelled under the flight cancellation provisions of these Regulations and shall be subject to compensation provisions.

For the duration of the tarmac delay, the air carrier shall provide:

a. Access to toilets, if the aircraft is so equipped.
b. Adequate ventilation and air conditioning or heating.
c. Food and drink.
d. The passenger with the ability to contact people outside the aircraft.

In the event the tarmac delay period reaches (3) hours, the air carrier shall give the passenger the choice 

For the purposes of these Regulations, the carriage conducted by a number of connecting carriers shall be deemed one and indivisible carriage, if it is agreed between the passenger and air carrier, whether said agreement is in the form of a single contract or a series of contracts.

In the case that the service is performed under commercial arrangements or strategic alliances such as code sharing, the contracting air carrier shall clearly inform the passenger of such arrangements, through the points of sales, regarding the carrier or carriers with whom the passenger is connected in the contractual relationship to complete that trip.

The air carrier shall clearly explain all flight itinerary stopovers to the passenger, whether they are on the same aircraft or not, and specify the actual carrier for each part of the trip.

In case the air carrier cancels any of the destinations specified in the itinerary of a successive carriage flight that is part of a confirmed reservation, the air carrier must inform the passenger. The passenger shall have the right to reschedule the flight as appropriate or request the termination of the contractual relationship and that the flight is treated as a canceled trip in accordance with the provisions of Flight Cancellation provided herein.

The air carrier is not permitted to add stopover points other than those indicated in the confirmed reservation, with the obligation to clarify whether the flight is non-stop or has stopovers at the time of Reservation.

The passenger has the right to request a compensation of (100) Special Drawing Rights Units for each additional stopover that is not announced by the air carrier at the time of Reservation. The request for such compensation does not waive the passenger’s right to receive compensation in case there is a delay in flight arrival.

When the passenger is informed about adding a stopover after the ticket was issued, then the passenger has the right to terminate the contract and get a refund of the ticket value without any deductions.

Stops that are added to the flight for security and safety purposes or to deal with an emergency situation on board the aircraft shall be excluded from the provisions of this Article, provided that such incidents are recorded in reports that are adopted by GACA.

1. Passengers with disabilities and special needs passengers must clearly disclose to the air carrier their conditions when making the Reservation, and to provide any supporting documents to prove such condition, with the exception of the elderly.

2. The air carrier shall allow passengers with disabilities and special needs passengers to take the devices and equipment they need for movement free of charge, in addition to the weight allowed for the passenger, and to consider such devices and equipment priority baggage.

3. In cases where passengers are accompanied by aid animals, the air carrier shall agree to transport the animal without any additional fees, provided that there is a written letter issued by a competent authority confirming that the animal has been trained to assist people with disabilities or special needs.

4. In case the Supporting Tools and Equipment are of high value, the passenger shall declare that to the air carrier.

5. In the event of damage or defect in the Supporting Tools and Equipment, it is compensated for the value of the caused damage.

6. Special devices and equipment related to passengers with disabilities and special needs passengers shall be always excluded in cases when the air carrier is required to reduce the aircraft weight by unloading baggage, and the air carrier must ensure that such devices and equipment arrive with the passenger.

7. In case a passenger’s wheelchair does not arrive on the same flight as the passenger, the air carrier is obligated to provide an alternative wheelchair immediately, and the passenger has the right to receive a compensation in the amount of (100) Special Drawing Rights Units in case an alternative wheelchair was not provided. The provisions related to the compensation for registered baggage specified in the Regulation apply to the delay in the arrival of the wheelchair.

8. In case of denial of boarding after issuing a confirmed reservation ticket, passengers with disabilities and special needs passengers are entitled to compensation equal to (200%) of the total ticket value in addition to a refund of the full value of the ticket for the unused part of the flight.

1. The air carrier shall, when refusing boarding, canceling a flight, or delaying it, provide care to passengers, which shall be provided as follows:

   a. Refreshments and drinks starting from the first hour.

   b. A suitable meal if the delay exceeds (3) three hours from the departure time.

   c. Hotel accommodation and transportation to and from the airport for each passenger if the delay exceeds (6) six hours from the departure time.

2. The air carrier is obligated to provide the necessary assistance during the care period.

3. The air carrier must compensate the passenger in the event that any of the entitled care services are not provided to the passenger as follows:

   a. (10) Special Drawing Rights Units if refreshments and drinks are not provided.

   b. (30) Special Drawing Rights Units if a suitable meal is not provided.

   c. (100) Special Drawing Rights Units if hotel accommodation and transportation to and from the airport are not provided.

4. Financial compensation does not exempt the air carrier from the obligation to provide the necessary care and assistance.

1. Review the terms and conditions of the carriage contract before creating the reservation.

2. Provide the air carrier with the correct contact information during creation of the reservation.

3. Arrive at the airport at the time specified by the air carrier to complete travel procedures, and be present at the departure gate according to the instructions announced by the air carrier.

4. Complete all regular travel documents and requirements, in accordance with the systems and instructions of the country of departure, the country of arrival and the countries of stopping points.

5. Disclosure of any disability or special requirements - if any - during the creation of the reservation.

6. Commit to public decency and avoid any action that would affect the safety of the flight or disrupt its take-off at the scheduled time, or that could be considered a disruptive passenger according to Article (168) of the regulation.