PACA

Passenger Rights

  • The Public Authority for Civil Aviation set out the passenger protections rights for the operation of air transport services, which subjected to the Economic Regulation of Licensing and Consumer Protection in Civil Aviation. These rules can be found on the PACA's website: www.paca.gov.om
  • Air ticket is the contract between the air operator and the passenger and is valid once it has been paid and the Passenger must know all its contractual terms and conditions.
  • This Regulation applies to passengers departing from an airport in Oman on the condition that passengers have a confirmed reservation on the flight concerned and, not later than 60 minutes before the published departure time.
  1. Air operator, shall take all measures necessary for the receipt, at all their points of sale, including sale by telephone and via the Internet, of notifications of the need for flights information made by passengers and to be understandable and meaningful to the average passenger.
  2. Air operator should provide professionally service across all service providers.
  3. Air operator should establish complaints procedure system to passengers affected of the rules for compensation and assistance in line with Economic Regulation of Licensing and Consumer Protection in Civil Aviation.
  1. Passengers shell comply with terms and conditions of air ticket
  2. Ensure the validity of the passport and other documents such as entry visa that allow them to enter or exit the State.
  3. Notify the air operator when necessary to provide services for a disabled person or person with reduced mobility at reservation time.
  4. Passengers shell comply with air operator instructions related to baggage weight
  5. Passenger shell make at the time when the checked baggage was handed over to the carrier, a special declaration of interest in delivery at destination and pay a supplementary sum. In that case the carrier will be liable to pay a sum not exceeding the declared sum, unless it proves that the sum is greater than the passenger's actual interest in delivery at destination

*An air operator shall not be obliged to pay compensation of deny boarding if the passenger does not comply with his declared duties.

In case of cancellation or delay of a flight, the air operator must offer to the passengers concerned the followings:

  1. Inform the passengers of the cancellation or delay at least two weeks before the scheduled time of departure.
  2. If the air operator does not inform the passengers of the cancellation or delay at least two weeks before the scheduled time of departure it should:
    1. Offered the choice between reimbursement within seven days, the full cost of the ticket at the price at which it was bought or re-routing, under comparable transport conditions, to their final destination at the earliest opportunity.
    2. offered the following assistance:
      • free of charge telephone calls, telex or fax messages
      • meals and/or refreshments in a reasonable relation to the waiting time;
      • hotel accommodation in cases where a stay of one or more nights becomes necessary, or where a stay additional to that intended by the passenger becomes necessary;
      • Transport between the airport and place of accommodation (hotel or other).
    3. Compensation in accordance with Article 4, after determining the distance, the basis shall be the last destination at which the delay of passenger's arrival after the scheduled time.

*Air operator shall not be obliged to pay compensation in accordance with Article 4, if it can prove that the cancellation/delay is caused by extraordinary circumstances, which could not have been avoided even if all reasonable measures had been taken. The Authority will be responsible for determining whether circumstances are extraordinary, in accordance with Annex IV.

When an operating air carrier reasonably expects to deny boarding on a flight, the air operator should:

  1. Establish priority rules and criteria for determining which passengers holding confirmed reserved space shall be denied boarding on an oversold flight in the event that an insufficient number of volunteers come forward.
  2. Offered the choice between reimbursement within seven days, the full cost of the ticket at the price at which it was bought or re-routing, under comparable transport conditions, to their final destination at the earliest opportunity.
  3. Compensation in accordance with Article 4, after determining the distance, the basis shall be the last destination at which the delay of passenger's arrival after the scheduled time.
  4. offered the following assistance:
    • free of charge telephone calls, telex or fax messages
    • meals and/or refreshments in a reasonable relation to the waiting time;
    • hotel accommodation in cases where a stay of one or more nights becomes necessary, or where a stay additional to that intended by the passenger becomes necessary;
    • Transport between the airport and place of accommodation (hotel or other).

The liability of an air operator in respect of passengers and their baggage shall be governed by all provisions of the Montreal Convention relevant to such liability as follows:

  1. In the carriage of baggage, the liability of the carrier in the case of destruction, loss, damage or delay is limited to 1,311 Special Drawing Rights for each passenger.
  2. If the passenger has made, at the time when the checked baggage was handed over to the carrier, a special declaration of interest in delivery at destination and has paid a supplementary sum if the case so requires. In that case, the carrier will be liable to pay a sum not exceeding the declared sum, unless it proves that the sum is greater than the passenger's actual interest in delivery at destination.

* The sums mentioned in terms of Special Drawing Right in this Convention shall be deemed to refer to the Special Drawing Right as defined by the International Monetary Fund. Conversion of the sums into national currencies shall, in case of judicial proceedings, be made according to the value of such currencies in terms of the Special Drawing Right at the date of the judgement.

  1. An air operator or its agent or a tour operator shall not refuse a disabled person or person with reduced mobility unless in order to meet applicable safety requirements established by national law or in order to meet safety requirements established by the authority that issued the Air Operator's Certificate to the air operator concerned.
  2. An air operator/Airport operator shall provide reasonable assistance, without additional charge, to a disabled person or person with reduced mobility departing from, arriving at or transiting through airports in Oman.  
  3. An air operator/Airport operator shall provide reasonable assistance, without additional charge, to a disabled person or person with reduced mobility in case of flight delay or cancellation and for re-routing.
  1. Any person who considers that this Regulation has been infringed must in the first instance bring the matter to the attention of the air operator concerned.
  2. The air carrier must provide a written response to the complaint within thirty days.
  3. If the complaint is not satisfactorily resolved, it should be referred to PACA.

 


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