​​​​​​​​​​​​​​​​​​​​​​​​​Customer Charter

Our Mission:

The General Civil Aviation Authority (GCAA) is committed to ensuring the highest safety, security, and service standards in civil aviation. We strive to facilitate the safe and efficient movement of people and goods through the skies while prioritizing the well-being and satisfaction of all stakeholders.​

Our Commitment to You:

1.    Safety First:​

We prioritize safety above all else. Our regulations, inspections, and oversight activities are designed to ensure the safety and security of all air travellers, operators, and aviation personnel.

2.    Accessible and Responsive Service:

We are dedicated to providing accessible and responsive service to all our customers. Whether you're a pilot, airline operator, or member of the public, we aim to address your inquiries and concerns promptly and professionally.

3.    Clear Communication:

We strive to communicate clearly and effectively with our stakeholders. Our website, publications, and customer service channels are designed to provide accurate, timely, and easy-to-understand information about our policies, procedures, and regulations within announced timeframe.​

4.    Fair and Transparent Regulation:

We enforce regulations that are fair, transparent, and consistent. Our regulatory decisions are based on thorough analysis, consultation with Local Authorities, industry stakeholders, and consideration of safety, security, and economic factors.

5.    Continuous Improvement and zeroing bureaucracy:

We are committed to continuous improvement in all aspects of our operations. We regularly review and update our processes, procedures, and systems to enhance efficiency, effectiveness, and customer satisfaction. We are committed to eliminating unnecessary requirements.

6.    Accountability and Integrity:

We hold ourselves accountable to the highest standards of professionalism, ethics, and integrity. We strive to earn and maintain the trust and confidence of our stakeholders through transparent, ethical, and responsible conduct.

7.    Customers and Employees Wellbeing

We recognize the importance of work-life balance for our customer / employees' well-being. Through flexible scheduling options and supportive policies, ​we strive to promote a healthy balance between work responsibilities and personal life.

Your Feedback Matters:

We welcome your feedback on our services and performance. Your input helps us identify areas for improvement and better meet your needs and expectations. Please contact us through our website, Application, Call Centre, Chatbot, or Email CustomerCare@gcaa.gov.ae​.

Thank you for choosing the General Civil Aviation Authority – GCAA. We appreciate the opportunity to serve you and ensure the safety and efficiency of civil aviation in our country.

Your Responsibilities / what we expect from you:

1. Update Your Data: Ensure that your personal and contact information is up-to-date to help us serve you better.
2. Respect Our Employees and Laws: Treat our staff with respect and comply with all applicable laws and regulations.
   
3. Compliance and Commitment: Adhere to the terms and conditions of our services and demonstrate commitment to our processes.
   
4. Cooperate in Service Development and Transparent Evaluation: Work with us to develop our services and participate in evaluations with transparency.
   
5. Preserve Property: Respect and preserve the company’s property and resources.
   
6. Interact Positively with the Suggestions System: Engage with our suggestions and feedback system in a constructive and positive manner.
   

Feedback and Complaints:

​GCAA channels for suggestions and complaints (call center – CFS – Email CustomerCare@gcaa.gov.ae – chatbot – social media - FAQ -etc)

Stay Connected:

In keeping with its goal to be the main portal for GCAA services and information, the GCAA website intends to facilitate, develop, and offer all required information and make it accessible. In principle, the GCAA will ensure the following:

• Provide information and services through this portal around the clock (24/7)
• Provide several channels to connect with target audiences, listen to their suggestions, improve services and policies, and enhance the content through continuous upgrades and updates, etc.
• Adopt the highest security measures to protect the users' data and information
• Maintain confidentiality of the target audience's information
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