Dubai: The national airlines of the UAE are reminding passengers of their rights and the steps to follow if their baggage is lost or damaged during a flight. Cases of lost luggage at Dubai Airport and reports of damaged luggage have led to an increase in Emirates airline complaints, prompting authorities to urge travellers to act quickly in such situations.
If this happens, you should know your rights as a passenger, as the UAE’s Federal Decree-Law No. 50/2022 — the Commercial Transactions Law — sets specific rules to protect air travellers in such cases.
The national airlines of the UAE accept responsibility for lost luggage at Dubai Airports or cargo damaged, destroyed, or lost due to an accident during air transport. This responsibility covers the entire time the baggage or cargo remains in the airline’s custody — whether during the flight, while the aircraft is at an airport, or at any other location where it lands. The airline is also accountable for delays affecting passengers, luggage, or cargo.
Airlines limit the maximum compensation for luggage and cargo to Dh500 per kilogram. Customers must file a written complaint within seven days of receiving damaged baggage. The airline may offer repair, replacement, or monetary compensation depending on the extent of the damage.
Experts advise passengers to keep baggage tags, boarding passes, and receipts for any interim purchases. Additionally, travellers can track their cases online via the airline’s website or mobile app.
Authorities encourage passengers to remain aware of their rights and to contact the UAE’s General Civil Aviation Authority if they are unsatisfied with the airline’s response to Emirates airline complaints or other baggage-related issues.
