Kuwait has shifted travel-related complaints to a digital platform, tightening oversight of airlines and travel agencies. The Public Authority for Civil Aviation (DGCA) now asks passengers to submit complaints through the Sahel government e-services app. This move aims to improve transparency, protect travelers, and speed up service reviews across the aviation sector.
DGCA spokesperson Abdullah Al-Rajhi said passengers should upload all required documents when filing a complaint. He explained that users must follow the app’s steps carefully to help the review team process each case quickly and accurately. As a result, the authority expects faster responses and more consistent handling of travel complaints.
Al-Rajhi also said passengers can use the Towasal platform inside Sahel to share development ideas, delayed complaint concerns, or service-related issues. He stressed that the authority will review every submission fairly and objectively. Through this process, the DGCA wants to build stronger trust between passengers, airlines, and travel agencies.
Moreover, the new system supports Kuwait’s wider digital transformation strategy across public services. Instead of relying on traditional paperwork or office visits, travelers can now raise concerns directly through a government platform. This digital approach saves time, reduces confusion, and gives regulators a clearer view of customer concerns.
The DGCA believes the platform will also help it identify recurring problems in the aviation market. For example, the authority can track complaints related to flight delays, booking disputes, refund issues, and agency conduct. Consequently, this data can support better policy decisions and stronger consumer protection in the future.
Industry observers say Kuwait’s move reflects a broader Gulf trend toward digital public services and smarter regulation. As regional travel demand grows, governments are under pressure to improve complaint handling and service quality. Therefore, digital systems like Sahel could play a bigger role in shaping future travel complaints systems across the aviation sector.
Passengers, meanwhile, are encouraged to use the app promptly whenever issues arise. Early reporting can help authorities review disputes faster and prevent unnecessary delays. At the same time, airlines and travel agencies may face greater pressure to improve service quality and respond more efficiently.
Kuwait’s aviation authority appears focused on building a more responsive and accountable travel environment. By moving complaint handling online, the DGCA hopes to strengthen passenger confidence and modernize aviation regulation. If the system performs well, it could become a model for wider transport and service reforms in Kuwait.
