Business
Kuwait cracks down on travel agent violations after 3,012 complaints in 2025
Kuwait has intensified its crackdown on travel agent violations after receiving 3,012 complaints in 2025, imposing new penalties on offices and brokers found responsible for fraud, misconduct and breaches of licensing rules.
The measures form part of a wider effort by the Public Authority for Civil Aviation to protect travellers’ rights and restore confidence in the country’s travel market.
The authority’s complaint and arbitration committee reported significant action throughout 2025. On October 22, 2025, penalties were issued for 66 violations involving travel agents that breached social media licensing rules and related guidelines, while two individuals were prosecuted for breaking business licence regulations.
Kuwait travel fines
On November 13, new penalties were imposed against eight travel agents and one aviation firm for further violations.
According to Abdullah Al-Rajhi, Director of the Air Transport Department at PACI and head of the committee, the authority maintains an updated database of 890 offices and firms, comprising 728 travel offices, 89 shipping offices and 73 airlines, all under its regulatory oversight.
Al-Rajhi said PACI plays a holistic control role in monitoring licensed offices and detecting violations. He emphasised the authority’s commitment to safeguarding travellers and preventing fraud through regulatory measures and active market supervision.
Between January 1 and September 2025, PACI’s grievance department received 3,012 complaints, highlighting the scale of consumer concerns regarding travel-related misconduct.
Cyber scams and fraud under scrutiny
Al-Rajhi noted that the authority is closely tracking new forms of cyber fraud in cooperation with the Communication and Information Technology Regulatory Authority (CITRA). These include:
- Fake ticket sales
- Illegal brokers
- Unlicensed offices
- Unlawful additional fees
- False promotional offers on social media
Looking ahead, Al-Rajhi said PACI is developing a future plan to strengthen monitoring systems, enhance cooperation with security and trade agencies, and launch public awareness campaigns to combat fraud and promote secure bookings.
Industry calls for continued action
Mohammad Al-Mutairi, Chairman of the Kuwait Travel and Tourism Agencies Association, criticised unlicensed brokers and rogue travel agents for damaging the reputation of the country’s travel sector and eroding consumer trust.
He said licensed travel offices operate within official regulations and bear legal and professional responsibility toward their customers.
Key grievances, he noted, include fake tickets, cancellations without notice and misleading tourism promotions through fake social media accounts.
Al-Mutairi added that coordinated efforts between the association, the Ministry of Commerce and Industry and PACI have led to a significant decline in complaints compared with last year — evidence that stricter enforcement and public awareness are beginning to yield positive results.
