هيئة السياحة شكوى

Contact the Tourism Authority to submit your complaints and contribute to improving the tourism experience for everyone.

Tourism is a fundamental pillar of national economic development, and therefore the quality of tourism services is a top priority. This underscores the importance of having official channels through which complaints can be submitted transparently and easily. If you have ever encountered an unsatisfactory experience during your visit to a tourist facility, know that submitting a complaint to the Tourism Authority is the official and direct means of expressing your opinion and contributing to continuous improvement.

The Tourism Authority allows you to submit complaints and interact positively with the relevant authorities to ensure that comments are addressed quickly and effectively, and to improve the quality of services provided to you and everyone else.

Why is filing complaints important?

Filing a complaint is not only intended to address the current situation, but is also a strategic step toward improving the tourism experience in the country. When you file a complaint with the Tourism Authority, you:

• Contributes to monitoring violations or deficiencies in services.

• Supports government efforts to develop the tourism sector.

• Assist stakeholders in taking appropriate corrective actions.

• Enhances awareness of the importance of visitor satisfaction among sector workers.

How do you file a complaint with the Tourism Authority?

The Tourism Authority seeks to provide easy and quick ways to file complaints, whether from citizens, residents, or even visitors from abroad. The following are the steps for filing a complaint in the best possible way:

Identify the entity or service subject to the complaint

Start by identifying the entity with which you had an unsatisfactory experience. Was it a hotel? A travel agency? A tour guide? Or even a cultural event? The more detailed the details, the easier it will be to resolve the complaint.

Gathering details and evidence

Document your experience thoroughly. Keep receipts, photos, or any emails you have. This enhances the credibility of your complaint and facilitates the Authority’s follow-up process.

Communication through official channels

The UAE Tourism Authority offers several channels for submitting complaints, such as:

• The Authority’s website.

• Smartphone applications for government services.

• Call centers dedicated to receiving reports.

• The Authority’s reception offices at airports or major tourist centers.

You can always contact the Department of Culture and Tourism for further support and information related to tourism and cultural activities in the Emirate of Abu Dhabi.

What should an effective complaint include?

For your complaint to be effective and fruitful, make sure it contains the following information:

• Full name and contact information.

• Accurate details of the incident (date, time, place).

• Clear description of the unpleasant experience.

• Your suggestions, if any, to improve the service.

What happens after I file a complaint?

When a complaint is submitted to the Tourism Authority, it is entered into an electronic tracking system that ensures:

• Receive notification of complaint registration.

• Get a reference number to follow up on the case.

• Evaluation of the complaint by a specialized committee.

• Contact you to inform you of the results or actions taken.

Complaints are usually responded to within a short period of time, ranging from 3 to 7 business days, depending on the nature and complexity of the complaint.

Your role in improving the tourism experience

The tourist experience is not the responsibility of a single entity, but rather a collaborative interaction between the visitor, service providers, and supervisory bodies such as the Tourism Authority. When you take the initiative to report an unsatisfactory experience, you play a vital role in:

• Improving overall performance in the tourism sector.

• Encouraging quality and professionalism in dealing with visitors.

• Raising service standards and implementing best practices.

What about malicious or false complaints?

The Tourism Authority takes complaints seriously and carefully reviews them to ensure their validity. It ensures:

• Maintain the complainant’s privacy.

• Contact the relevant party to get another point of view.

• Investigate the incident based on the evidence provided.

• Take corrective action if necessary.

However, complaints that are found to be malicious or unsubstantiated are ignored.

How do you follow up on your complaint after submitting it?

The Tourism Authority provides electronic means that allow you to easily track the status of your complaint via a reference number sent to you upon registration. You can also inquire through:

• Contact customer service.

• Log in to your official online account on the Authority’s website.

• Check your email for the latest updates.

The importance of visitor satisfaction in the success of tourism

One of the most important indicators of the success of any tourist destination is visitor satisfaction. Therefore, the Tourism Authority has established clear mechanisms to measure the quality of tourism services based on complaints and feedback.

When you use the Tourism Authority complaint system , you directly contribute to:

• Improving the country’s public image in front of tourists.

• Building a transparent and professional tourism system.

• Support government efforts to achieve tourism sustainability.

Frequently asked questions about the Tourism Authority Complaint

What are the official channels for submitting a complaint to the Tourism Authority?

You can submit a complaint via the website, government phone applications, by phone, or by visiting one of the approved tourism offices.

Can I file a complaint anonymously?

Yes, in some cases you can file a complaint confidentially, but it is best to include contact information to ensure follow-up.

How long does it take to process a complaint?

Most complaints are processed within 3 to 7 business days, although the duration may vary depending on the complexity of the case.

Can I file a complaint against a tour guide?

Yes, you can file a complaint against any entity or individual within the tourism system, provided you have the necessary evidence and details.

What do I do if I do not receive a response to my complaint?

You can use the reference number to contact the Authority, or resubmit the complaint, detailing all the details.

Your tourism experience is your right, and if it isn’t up to scratch, a complaint to the Tourism Authority is the best way to rectify the situation. Don’t hesitate to share your feedback, no matter how small, because every comment makes a difference.

Get started now and help make the UAE a distinguished global tourist destination. If you’re looking for additional support or cultural services, don’t hesitate to visit the Department of Culture and Tourism to learn about the best in tourism and culture.