KUWAIT CITY, Nov 27:  Kuwait’s aviation authorities have stepped up measures against travel agents and unlicensed brokers following a rise in complaints and grievances over malpractices, officials said Thursday.

The Complaints and Arbitration Committee of the Public Authority for Civil Aviation recently issued penalties against violating travel offices and unlicensed operators, who were linked to financial losses and flight cancellations. On October 22, the committee acted against 66 travel agents for breaching social media licensing rules and other guidelines, while two individuals faced prosecution for violating business license regulations. On November 13, fines were imposed on eight travel agencies and one airline for non-compliance with official rules.

Abdullah Al-Rajhi, Director of the Air Transport Department and Head of the Complaints and Arbitration Committee at the Directorate General of Civil Aviation (DGCA), told KUNA that the authority maintains an updated database of 890 licensed offices and companies, including 728 travel agencies, 89 air cargo offices, and 73 airlines, all subject to continuous oversight.

Al-Rajhi said the DGCA monitors licensed offices and investigates violations by unlicensed entities through the Licensing and Complaints Departments, as well as reports received from licensed offices. Between January 1 and September 30, the Air Transport Complaints Department received approximately 3,012 complaints, including cases involving fraud and deception.

The authority is closely monitoring emerging online fraud methods such as fake websites, fraudulent payment links, and misleading advertisements. “We take these matters seriously, coordinating with the Communications and Information Technology Regulatory Authority and electronic payment companies to disable fraudulent links,” Al-Rajhi said.

Common violations include selling counterfeit air tickets online, unlicensed intermediaries charging extra fees, and advertising fictitious offers at inflated prices. The Complaints and Arbitration Committee imposes financial and administrative penalties on violators and refers unlicensed operators to investigative authorities in coordination with the Public Prosecution, the Ministry of Commerce and Industry, and other relevant bodies.

A specialized DGCA team monitors websites and social media accounts of unlicensed travel and tourism agencies daily. Administrative sanctions include fines, suspension or cancellation of licenses, and prosecution where necessary. The DGCA also facilitates passenger complaints through the government’s unified electronic services application, Sahl, and provides follow-up on investigations.

Mohammad Al-Mutairi, Chairman of the Kuwait Travel and Tourism Agencies Association, criticized unlicensed brokers for undermining consumer confidence and the reputation of the local tourism sector. He praised licensed agencies for adhering to regulations and emphasized collaboration with government authorities to raise awareness on secure bookings and fraud prevention.

The authority urged travelers to book exclusively with licensed agencies, verify booking details and payment links, and retain invoices and contracts. Al-Rajhi emphasized ongoing efforts to enhance market oversight, including updated electronic monitoring systems, increased inspections, expanded awareness campaigns, and stricter fines to deter violators.

The DGCA confirmed that its Complaints and Arbitration Committee will continue regular meetings to review grievances and take action against non-compliant agencies, reinforcing the commitment to protect passenger rights amid the growth of online bookings.