Stuck because flights are disrupted? Here’s what to do (and what you’re entitled to)

Since February 28, 2026, U.S. and Israeli strikes on Iran and subsequent missile/drone threats and retaliatory strikes have triggered widespread, fast-changing airspace closures and restrictions across the Middle East. That has knocked out major transit corridors and forced airlines to cancel, suspend, reroute, or intermittently resume flights—often with little notice.

When airspace restrictions and conflict-driven suspensions ripple through global aviation, hubs like Dubai can turn into an unplanned layover for thousands of people overnight. Recent disruptions in the region have stranded large numbers of passengers across UAE airports, with airlines issuing flexible rebooking/refund options and authorities activating passenger support measures.

If you find yourself stuck, this guide walks you through: the fastest steps to take, your passenger rights (UAE + EU/UK/US rules when they apply), and exactly who to contact—plus how a travel eSIM like simfly can make the whole situation dramatically easier.

The first 30 minutes: do these 6 things (in this order)

1. Get reliable internet immediately
   Airport Wi-Fi gets overloaded fast during mass disruption. You’ll need stable data to rebook, message support, access boarding passes, and handle insurance. This is where having an eSIM ready (or installing one quickly) helps.

2. Confirm what kind of disruption you’re in
   Is it a delay, cancellation, missed connection, diversion, or “flight suspended until further notice”? Your rights and next steps depend on the category.

3. Save proof while it’s fresh
   Screenshot: flight status, cancellation notice, airline messages, new itinerary offers, queue times, and any “reason for disruption” wording. Keep everything in one folder.

4. Start two support channels at once
   Join the airline desk queue and open the airline app/chat/phone line. If your booking was via an OTA (online travel agency), open their support too.

5. Ask for “care” early (food / hotel / transport)
   In the UAE, airlines have defined welfare obligations during long delays/cancellations (details below).

6. Track every expense
   Receipts for meals, transport, hotel, toiletries, charging cables—everything. Even if the disruption is “extraordinary,” reimbursement pathways can still exist (UAE welfare rules, Montreal Convention damages, insurance, credit card benefits, etc.).

Your rights in Dubai / the UAE (the big one people miss)

The UAE’s General Civil Aviation Authority (GCAA) has a Passenger Welfare Program (CAR-PWP) that applies to flight disruptions (denied boarding, delays, cancellations, diversions) at airports located in the UAE, including Dubai.

1) If your flight is delayed while you’re in the terminal

Under the UAE welfare rules, you’re entitled to progressively more support as the delay grows:

Anticipated delay 3 to 8 hours:
You should be provided:

1. Up-to-date flight status information

2. Free meals and refreshments (appropriate for the waiting time)

3. Appropriate means of communication

Anticipated delay more than 8 hours:
You should be provided:

1. Hotel accommodation (with practical considerations)

2. Free meals and refreshments

3. Appropriate means of communication

4. Transportation between the airport and the hotel/accommodation

2) If your flight is cancelled (this is the key section)

If the operator cancels your flight, passengers should be:

1. Informed as early as practicable

2. Offered care (meals, hotel, transport, communication—“as appropriate”)

3. Carried (with baggage) as soon as practicable on another flight, extending ticket validity if needed

4. Given an option for a return flight to the first departure point or re-routing within a reasonable period, including on another airline (subject to availability) or by other mutually agreed means/class of carriage

That last point is extremely practical: it supports asking your airline to rebook you onto alternative carriers when seats exist.

3) If your flight diverted into the UAE

Passengers should receive “care” and an option for return to the first departure point or re-routing to the final destination without additional cost.

Who oversees this in the UAE?

GCAA oversees the program, and the regulation includes a contact email: P&R@gcaa.gov.ae.

Additional rights that may apply depending on your route (EU/UK/US + Montreal)

Dubai is global—so the rules that apply to your trip depend on where you were flying to/from and which airline operated the flight.

A) If your journey involves the EU (EU261)

EU passenger rights rules apply when:

1. Your flight departs from the EU (any airline), or

2. Your flight arrives in the EU and is operated by an EU airline.

In cancellations/long delays, airlines must offer reimbursement or re-routing/rebooking (your choice, with conditions) and provide assistance/care (food, hotel, transport, communication) during waiting.

If the disruption is caused by “extraordinary circumstances” (often the case during security/war/airspace closures), cash compensation may not be owed, but care/assistance can still be required.

B) If your journey involves the UK (UK261)

UK rules are similar. UK CAA guidance emphasizes the airline must offer the choice between refund or re-routing, and re-routing should minimize disruption. It also states that re-routing can require using alternative airlines, and lack of agreements shouldn’t be a barrier.

In mass disruption, the CAA also discusses “pay and claim” situations where passengers arrange re-routing and seek reimbursement—while still noting the core obligation remains on the airline to arrange re-routing.

C) Montreal Convention (most international flights)

For international carriage, the Montreal Convention creates airline liability for damage caused by delay (Article 19), unless the airline proves it took all reasonable measures or it was impossible.

There’s also a liability cap for delay of passengers: 4,150 Special Drawing Rights (SDR) per passenger (Article 22).

This is why receipts and documentation matter: claims often depend on proving actual, reasonable costs and the link to the delay.

D) If your flight is to/from the United States (US DOT)

US DOT guidance states that if a flight is significantly delayed or significantly changed and you choose not to travel, you’re entitled to a refund (rather than being forced into a voucher).
The DOT also codified “Airline Refunds and Other Consumer Protections” rules requiring prompt refunds and notification obligations in covered situations.

Who to contact when you’re stuck in Dubai

1) Dubai Airports (DXB/DWC)

Dubai Airports has a 24/7 contact centre: +971 4 224 5555.

2) Your airline (operating carrier)

Always prioritize the operating carrier (the airline actually flying the aircraft), not just the booking platform. Ask for:

1. Written confirmation of the disruption

2. Re-routing options (including other airlines)

3. Vouchers / care (food/hotel/transport) under UAE welfare rules

3) UAE passenger welfare regulator contact

GCAA CAR-PWP includes an email contact: P&R@gcaa.gov.ae.

4) Emergencies

UAE Ministry of Interior emergency numbers:

1. 999 Police

2. 998 Ambulance

3. 997 Civil Defence (Fire)
   Dubai Police also lists 901 as a non-emergency call centre number.

5) Visa / immigration help (if you must enter the UAE or extend stay)

If your delay turns into days, immigration becomes a real issue.

Tourist visa extension rules are published by the UAE ICP (Federal Authority for Identity, Citizenship, Customs & Port Security).
ICP contact (inside UAE): 600522222.
Dubai GDRFA contact: 8005111 (toll free) and +971 4 313 9999 (from outside UAE), plus email and chat options.

6) Your embassy/consulate + travel insurer + credit card travel line

During conflict-related disruption, insurers may treat coverage as secondary to airline obligations, and some policies have war/military-action exclusions—so call early and ask exactly what’s covered.

The “rebooking script” that works best at airline desks

When you finally reach a human (desk or phone), keep it simple and specific:

1. “My flight is [delayed/cancelled] and I need re-routing to [final destination].”

2. “Please check options today and tomorrow, including partner and non-partner airlines.”

3. “If you can’t ticket it now, can you approve a pay-and-claim re-route and confirm in writing what you’ll reimburse?” (especially useful for UK/EU contexts during mass disruption)

4. “Also, please provide care support (meals/communication/hotel/transport) under UAE passenger welfare rules, given the delay length.”

Then stop talking and let them search.

Where simfly helps when everything else is chaos

When airports are overloaded, the biggest bottleneck is usually information and access: airline apps not loading, OTP codes not arriving, chat queues timing out, Wi-Fi collapsing, travel companions getting split up.

A travel eSIM from simfly helps you stay operational in moments like this:

1. Instant connectivity in the UAE without hunting for a physical SIM or relying on congested Wi-Fi.

2. Keep control of your bookings: airline apps, WhatsApp support, email confirmations, banking/2FA, ride-hailing, maps.

3. Coordinate with family/employer and share live updates from the ground.

4. Continue the journey: if your re-route changes countries (common during airspace closures), simfly plans across 200+ destinations make it easy to stay connected when your itinerary suddenly becomes “Dubai → Istanbul → Vienna” (or similar).

5. Document everything (screenshots, receipts, claim forms) while you’re still in the moment—this often decides whether claims succeed later.

A simple habit that saves people: install your eSIM before you travel (or at least have it ready in your inbox), so if you land in disruption you’re connected in minutes.