Kuwait’s Directorate General of Civil Aviation has announced that complaints concerning airlines and travel and tourism offices must be submitted electronically through the Sahel platform. The process forms part of efforts to improve regulatory services and simplify procedures for passengers.
Complaints must include the required supporting documents and follow the steps set out on the platform. This helps ensure service quality, allows complaints to be tracked and enables the specialist team to review them, according to a post on the authority’s X account.
Official spokesperson Abdullah Al-Rajhi said anyone wishing to suggest improvements within the civil aviation authority’s remit, report delays in responses to complaints submitted through Sahel, or raise other complaints can use the Tawasal platform to provide feedback. All comments and complaints received through Tawasal will be considered seriously and with complete impartiality, he added.
The move forms part of development measures aimed at strengthening transparency and protecting passengers’ rights by facilitating direct communication and improving regulatory services to meet expectations and achieve the highest levels of efficiency.
To view the Kuwaiti civil aviation authority’s post on X, click here.
