Kuwait’s Directorate General of Civil Aviation (DGCA) has announced that passengers can now submit air travel complaints through the government’s Sahel app — Kuwait’s unified digital platform for government services.
The move is designed to protect passenger rights and speed up the resolution of travel-related grievances filed against airlines, travel agencies, and online booking platforms operating in Kuwait.
What Issues Can You Report?
The Sahel complaint service covers a wide range of air travel issues, according to the DGCA’s announcement on X.
Eligible complaint categories include:
- Flight delays and cancellations
- Baggage problems (lost, damaged, or delayed luggage)
- Booking cancellations and changes to flight schedules or booking class
- Refusal to board passengers
- Financial claims and refund disputes
- Package tour and dummy booking issues
- Flight route changes and aircraft returning after takeoff
Complaints can be filed against airlines, travel agencies, and online travel websites or apps that operate in Kuwait.
How to File a Complaint
Before submitting a complaint through Sahel, you must first raise the issue directly with the service provider — whether that’s the airline, travel agent, or booking platform where you purchased your ticket.
If the provider does not resolve your complaint within the allowed timeframe, you can then escalate it through the Sahel app.
The DGCA requires that you:
- Attach all supporting documents and correspondence with the company
- Submit the complaint yourself — or through a legal representative (guardian, sponsor, or authorised power of attorney holder)
- Follow the app’s step-by-step process to ensure proper review by the DGCA’s complaint team
Only Kuwaiti citizens and residents are eligible to file complaints through the platform.
Where to Download the Sahel App
The Sahel app is available on both iOS and Android devices and is the Kuwaiti government’s official platform for accessing government services digitally.
If you experience delayed responses to your complaint on Sahel, or want to submit development proposals, you can use the Towasal platform within the app, where feedback is handled with impartiality, according to DGCA spokesperson Abdullah Al-Rajhi.
For passengers flying through Kuwait International Airport, the DGCA also recommends reviewing your rights, terms, and conditions before filing any complaint.
You can also check flights to Kuwait or track live arrivals and departures using the Wego flight tracker.
Sources
- Kuwait DGCA — Official X Announcement on Sahel Complaints
- Kuwait Directorate General of Civil Aviation — Official Website
- Kuwait DGCA — Suggestions and Complaints Portal
- Arab Times — Kuwait DGCA Launches Sahel Complaint Service
- Arab Times — Kuwait DGCA Issues Guidelines for Filing Passenger Complaints via Sahel App
- Times Kuwait — Civil Aviation Says Travel-Related Complaints Can Be Submitted via Sahel App
