dubai tourism authority complaints

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Dtcm’s e-complaints system to redress visitors’ grievances, dubai — the dubai department of tourism and commerce marketing (dtcm) is launching an e-complaints system today to redress the grievances of the dubai visitors., by a staff reporter.

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Published: Thu 27 Dec 2007, 8:51 AM

Last updated: Sun 5 Apr 2015, 2:23 AM

The new initiative is in line with the vision of His Highness Shaikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, and as per the directives of Shaikh Hamdan bin Mohammed bin Rashid Al Maktoum, Chairman of Dubai Executive Council, as part of the Dubai Government Excellence Programme (DGEP). The DTCM Director-General, Khalid A bin Sulayem, said yesterday that the e-Complaints system was a step towards the march on the road to excellence outlined by the Dubai government as part of the e-Governance initiative. He said the new system would go a long way in raising the service standards to meet the expectations of the Dubai tourists and visitors. The new system would enhance the confidence of investors, businessmen and visitors in the emirate due to its commitment to attend to their complaints, he added. Public can lodge complaints through email, fax or calling toll free number 8007090. The e-Complaints system was soft launched on the DTCM web site — ww.dubaitourism.ae — on December 9. The department had in place a complaints system since the past seven years, but the programme was upgraded in line with the e-Government initiative. In order to make employees of Dubai Department of Tourism and Commerce Marketing familiar with the new system and ensure better outcomes, the department organised government excellence workshops which were attended by more than 50 employees.

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Thank you for contacting the Department of Economy & Tourism . Our business hours are from 7:30am to 3:30pm Monday through Friday You can reach us through our AI technology. For Business Registration inquiries chat with Rashid For Consumer Protection inquiries chat with Smart Protection For any other inquires please visit Contac Us page

Dubai Online

Dubai Department of Tourism & Commerce Marketing

Dubai’s Department of Tourism & Commerce Marketing (DTCM) is the official tourism board and government body responsible for regulating, planning and licensing the city’s tourism and hospitality industry.

The DTCM is headquartered in Dubai but also maintains offices in many of the world’s biggest cities (London, New York, Tokyo, Beijing, Moscow, Frankfurt, etc.).

Visitor Information Bureaus

Visitors to Dubai wishing to obtain maps, brochures, public transport schedules, and general tourist advice can visit one of the DTCM’s Visitor Information Bureaus. They can be found at the airport and several shopping malls ( Deira City Centre , BurJuman , Ibn Battuta Mall , and Wafi City Mall ).

Official Dubai Tourism Websites

The DTCM maintains 2 websites:

Government of Dubai – Department of Tourism and Commerce Marketing

The official site of the DTCM offers a wealth of information in addition to general tourist advice. It features an excellent interactive map, press releases, useful tourism statistics (hotels, visitors etc.), legislation and laws, videos, a weekly newsletter, an online complaints service, electronic brochures, and more.

Definitely Dubai

This website is the official tourism portal of the city of Dubai and is very consumer focused.

The site is split into three major sections, each targeting a different audience:

This section includes information about getting to Dubai, accommodation, things to do, things to see, and places to eat.

Everything a new or existing resident of Dubai needs to know about living in the city can be found here. Topics covered include residence visas, fixed and mobile telephones, internet access, nurseries and schools, ID cards, and sponsoring a maid.

Business Visitors

This part of the site contains information about setting up a business in Dubai, exhibition and conference venues, free zones, employment, and more.

Comments and Additional Information

I am delighted to visit Dubai, the spectacular city is the best example of urban planning has super luxury Hotels, Big shopping Malls, beautiful buildings, conference facilities, shopping, knightlife, delicious food and so on…. would like to visit again..

Hello. I have a Christ tattoo on my body and some other tattoos.Is that a problem in public beaches in Dubai or in hotel swimming pools????

Wife wife has a cross around her neck and we have lived in Dubai for over 15 years. This is an extremely tolerant Emirate. We love Dubai and its people

No, of course not, dubai is open for everyone from all regions, religions, races, backgrounds, and walks of life, so you are free to enjoy the beautiful beaches of dubai.

When in Rome behave like a Roman , so goes the old adage.

I’m from South Africa and every country has its own roots culture and religion, I lived in Dubai for months and it was one unforgettable experience I wouldn’t trade for anything, Abide by the rules you’ll love it. Can’t wait to get an a holiday apartment there

SO just because a "kissing" in public arrest has been made? stay away? Its called respecting religion, Dubai is an AMAZING place 🙂 No offence or not tryign to argue, but thats abit silly advice John 😛

Kissing is not a crime anywhere in the world. If they want visitors to feel welcomed they also have to respect other cultures and welcome them instead of trying to force theirs customs onto others.

After the recent arrest of the two British nationals for "kissing" in public. I urge everyone to stay out of Dubai.

Dubai is independent and sovereign state. Aliens and foreigners MUST comply and respect ALL UAE laws and regulations plus traditions. If they are not happy, they should stay out of Dubai.

Uae… where their “religion” is mandatory. Very narrow minded!

they were not “kissing” in public , they were fornicating in public , in all countries worldwide = you will go to jail for such behaviour

Summer is a good time to go to Dubai. The weather is very hot but flights and hotels are a lot cheaper.

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Requirements for Accepting the Commercial Complaints:

• The dispute shall be commercial.
• The defendant shall be a commercial establishment in Dubai or the places specified according to the laws and regulations.
• The complaint has not been decided on or considered before any other authority.
• The documents relating to the contract made between other parties shall be provided.

Advantages of filing the complaint with the Department of Economy and Tourism:

• Prompt resolution of complaints.
• Preservation of the rights of the contracting parties (businesses).
• A mutual agreement between the parties (settlement of complaint).

Requirements for Drafting a Complaint:

• Filing a complaint through one of the official communication channels.
• Providing the contracts, invoices and other supporting documents.
• Paying the complaint filing fees; 2,020 AED.

Complaint Against Government Entity   //

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Emergency help for tourists in the UAE

Tourists in Abu Dhabi can call Abu Dhabi Tourism Police on +97128002626 and +97125127777. Tourists in Dubai can call Dubai Tourism Police on +97146096239.

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For any emergencies or safety issues, contact the following numbers from anywhere in the UAE:

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• In Abu Dhabi, call Abu Dhabi Tourism Police on: +97128002626 and +97125127777

In Dubai, request for help from Department of Tourism Police through any of the following channels:

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Electronic Complaint System: The complaints management system is applied to customer complaints related to the services provided, which are the services of Entry and Residence Permits, Passports and Identity, Entry and Departure, Follow-up of Violators and Issuance of Establishment Card through the Customer Happiness Centers of the General Directorate of Residency and Foreigners Affairs - Dubai and AMER Centers in the Emirate of Dubai. The system does not apply to Complaints received by the GDRFA employees, unless the employee submits that complaint as an external customer.

Complaint Requirements: To be clear, specific and supported by documents and evidence.  

Customer Complaints Handling System Objectives for 2021

In accordance with the charter and guide of the Federal Authority for Identity and Citizenship-The General Directorate of Residency and Foreigners Affairs-Dubai in handling the complaints, the following objectives were defined for the Complaints System during the year 2021:

Enhancing the efficiency of resolving complaints received by the Federal Authority for Identity and Citizenship – The General Directorate of Residency and Foreigners Affairs Dubai.

Enhancing the levels of customer happiness about the complaints handling system.

Enhancing continuous improvement and development processes.

Charter for Customer Complaints Handling

The Federal Authority for Identity and Citizenship - General Directorate of Residency and Foreigners Affairs - Dubai is committed to providing high quality services to all concerned groups, in order to achieve its vision "The United Arab Emirates to be one of the best countries in the world in achieving security and safety - (Peace Gate)". It is also committed to dealing with all complaints received from customers in accordance with best practices, and considers them a key entry point for development and improvement of the processes and services provided. This charter expresses the commitment of The Federal Authority for Identity and Citizenship - The General Directorate of Residency and Foreigners Affairs - Dubai to implement effective systems for handling with complaints and provide various mechanisms to meet the requirements of customers and ensure that their complaints are dealt with in an effective and flexible manner in line with the culture of excellence and service provision adopted by the Federal Authority for Identity and Citizenship - The General Directorate of Residency and Foreigners Affairs-Dubai. This charter also expresses the commitment of the senior management of The Federal Authority for Identity and Citizenship-The General Directorate of Residency and Foreigners Affairs - Dubai to efficiently and effectively manage the complaints system, ensure its ease of use, impartiality, maintain the confidentiality and reliability of the information provided by the customer, and the system is monitored and audited periodically in accordance with the best practices followed locally and internationally, and in accordance with relevant laws and legislation. The system has been designed in accordance with the requirements of ISO 10002:2018 and is being continuously developed based on international best practices. The Federal Authority for Identity and Citizenship-The General Directorate of Residency and Foreigners Affairs-Dubai is keen to deal responsibly and positively with issues related to complaints, and to ensure that the root causes of problems are addressed and to ensure that they do not recur in the future.

Complaint Handling Mechanism

1. Receipt of the Complaint:

The (Customer Voice Section) receives complaints through the administration's direct means (Complaint submission mechanisms) through the following channels:

• The Website - Federal Authority for Identity and Citizenship - General Directorate of Residency and Foreigners Affairs - Dubai.
• Customer complaints link (smart application).
• Toll Free Number (AMER Service): 8005111.
• Submitting the complaint through social media channels.
• Attending personally to the department (The main building).
• Various media means: Official newspapers and radio programs.
• AMER email: [email protected]
• Director General email.

2. Classifying the Complaint and Determining The Jurisdiction:

The complaint is classified upon receipt based on the following:

• Urgent Complaint: The complaint related to the work of the entity and requires immediate action, such as cases related to the renewal of passports for citizens travelling with a validity of less than 6 months, and departure procedures for deaths (Cancellation of death).
• Confidential Complaint : It is related to the government entity, which cannot be followed up through the complaints portal or received by the Director General.
• Ordinary Complaint : Complaints related to a general issue that can be dealt with by one of the concerned departments in one public administration, including the quality of service information, speed of service delivery, ease of access to service, professionalism of front-line staff, ease of service completion, customer privacy, environment appearance of the service delivery and certain administrative or financial errors related to the transactions and interests of customers.
• Then the competent party for the complaint is determined and sent through the electronic complaints system to the complaints officer in the concerned party.
• At the beginning of each year, the director of each department identifies the complaints official in the department, with an alternative to him in case of his absence.
• Complaints are received through the system by the complaints officer in the concerned party, and the responsibility for resolving or denying the complaint is confirmed

3. Examining the complaint and informing the complainant of the response:

• The complaints officer studies the complaint received in coordination with the director of the department concerned with the complaint and records the draft response and corrective and preventive measures in the electronic system.
• The competent party (Customer Voice Section) studies the draft response and reviews it with the concerned complaints officer if the need arises to approve the response. After approving the response, the concerned coordinator in the Customer Information Center section will notify the complainant of the solution, specifying a time limit for the complainant’s comments and providing any additional evidence, if required.
• In the event of receiving positive feedback from the complainant or not receiving any feedback within the specified period, (The system will automatically close the complaint after exceeding the time limit.)
• In the event of receiving non-positive comments and additional evidence from the complainant that calls for a re-examination of the complaint, the competent party (Customer Voice Department) shall transfer the complaint again to the concerned party, discuss the matter again with the concerned complaints officer, and inform the complainant of the results, while setting a time limit for the complainant’s comments.
• In the event of receiving negative comments that do not require a re-examination of the complaint, the competent party (Customer Information Center Section) informs the complainant of the possibility of raising the complaint as a grievance to the Director General (Director General of the General Directorate of Residency and Foreigners Affairs - Dubai) if he so desires, with a time limit for response. In the event that he does not wish to raise the grievance, the competent party (Information Center Section / Customer’s Voice Section) fills out the questionnaire and the complaint file is closed by the Customer’s Voice Section.

4. Revision and improvement of the system:

• The complaints officer in each department follows up the application of corrective and preventive measures and ensures that application within the specific time limit frame.
• The competent authority (Internal audit) ensures that departments implement corrective and preventive measures within the specific time limit frame.
• The competent party (Customer Voice Section) prepares quarterly reports on the received complaints, in addition to preparing quarterly reports on corrective and preventive measures and benefiting from their results.

5. Motivation

• At the end of each year, the competent party (Customer Voice Section) assigns the names of the complaints officials and the departments that were more committed to the performance indicators of the complaints system and the application of the system to the senior leadership in the administration.
• The competent party (Customer Voice Section) submits recommendations for honouring mechanisms to the higher leadership for approval, and the honour can be:
• Morally : Through certificates of thanks and appreciation.
• Financial : Providing symbolic gifts or cash.

6. Protection and Confidentiality:

• The department finds all necessary measures and precautions to ensure the confidentiality of the submitted complaints, documents and information related to them (Paper, electronic and recorded).
• Various access permissions are specified to access the electronic system.
• The confidentiality of the complainant's information and data and the appointed entity must be ensured by not allowing access to it except by authorized and competent employees whose jobs requires that.
• It must be ensured that the provision and quality of services to the complainant is not affected as a result of submitting the complaint.
• All employees concerned with the complaints system in the GDRFA shall sign a declaration of commitment to protect the information confidentiality.

7. Extent of benefit from the sent complaints:

• Creating communication channels between the customer and the department.
• The ability to communicate with the department around the clock (24/7).
• Establishing preventive and corrective measures to ensure that the issue will not occur again.
• Achieving the highest levels of customer happiness.
• Minimizing the obstacles facing the customer.
• Raising the level of management in improving its services by knowing the gaps and knowing the operational and organizational barriers that impede work and prolong the time required to provide the service.

Complaints Handling System Requirements Guide according to ISO 10002

1. Scope of work

The complaints management system is applied to customer complaints related to the services provided, which are the services of entry permits, residence permits, passports, personal status, entry and departure, follow-up of violators, and the issuance of the establishment card through the customer happiness centres of The General Directorate of Residency and Foreigners Affairs - Dubai and AMER centres in the Emirate of Dubai, and it does not apply to complaints received from its employees unless the employee submits that complaint as an external dealer.

2. References

The policy for handling the complaints and all documents related to it has been prepared in accordance with the terms and instructions of the standards of ISO 10002:2018. Relevant Documents/ Evidences: Complaints handling policy.

3. Definitions and Terms

• Authority: The Federal Authority for Identity and Citizenship - The General Directorate of Residency and Foreigners Affairs – Dubai.
• Website: The website of The General Directorate of Residency and Foreigners Affairs – Dubai (www.gdrfad.gov.ae)
• Electronic Complaints System : The electronic system concerned with receiving all complaints received by The General Directorate and submitted by external dealers.
• The Complainant: The person, company, institution or any other concerned party who submitted a complaint about the services of The Federal Authority for Identity and Citizenship - The General Directorate of Residency and Foreigners Affairs - Dubai.
• Customers: Everyone who contacts or deals directly with The Federal Authority for Identity and Citizenship - General Directorate of Residency and Foreigners Affairs - Dubai to obtain a service or product.
• Customer happiness: The degree of customer happiness when they meet their requirements optimally.
• Feedback : Opinions and suggestions about the stages of providing the service or the way to deal with complaints.
• Dealing with complaints: a policy approach and the commitment of The Federal Authority for the identity and nationality - General Directorate of Residency and Foreigners Affairs - Dubai and approved by the senior leadership in the General Directorate on dealing with complaints.
• Complaint: A written or oral statement submitted to The Federal Authority for Identity and Citizenship - The General Directorate of Residency and Foreigners Affairs - Dubai from one of its customers expressing his dissatisfaction with the procedures or transactions he submitted to obtain the service or the method of providing it.
• Urgent complaint: the complaint concerning the work and require immediate action, such as cases relating to the renewal of passports for UAE citizens and travellers that are expired less than 6 months, and departure procedures for deaths (cancellation of death) .
• Confidentiality of the complaint: It is related to government entity, which is not enabled to be followed-up complaints via complaints portal or received by the Director General.
• Ordinary complaints: They are complaints related to general topic that can be addressed through a one of the concerned departments including the quality of service information, speed of service, easy access to the service, professionally of the front line staff, easy completion of the service, privacy of the customer, the appearance environment of providing the service and certain administrative or financial errors related to the transactions and interests of customers .
• Not a Complaint: The complaints that were classified after the study as not being a complaint (suggestion, inquiry, judicial, criminal, repetitive, dispute resolution, communication, employment, related to other external entities and not within the competences of the GDRFA-Dubai, or other.

4. Application

The Authority, through its complaints system, provides the following:

• Visibility and Clarity : Providing information on how complaints are submitted and the channels used and circulating it to all the concerned parties.
• Accessibility: Providing a complaints system that is easy to use and provides all information about submitting complaints and is understandable and available in more than one language and displays all the services provided by the Authority, and appropriate communication channels are provided.
• Objectivity: The authority ensures the objectivity of solving complaints and dealing with them professionally.
• Fees: The authority provides a free of charge complaints management system.
• Response: All complaints are responded to through specific procedures, providing appropriate communication channels, and ensuring the effectiveness of the measures taken.
• Confidentiality: Maintaining the confidentiality of information by signing a undertaking document by the concerned officers to ensure confidentiality and non-disclosure.
• Focusing on the Customer: Providing appropriate procedures for receiving and handling complaints and receiving various types of feedback.
• Responsibility: The authority has identified the responsibility for taking and following up procedures and decisions related to complaints.
• Continuous Improvement: The authority has defined clear mechanisms for continuous improvement and development of the complaints system.

Relevant Documents/Evidences: Complaints Handling Manual, Customer Complaints Charter, and Confidentiality and Non-Disclosure Undertaking.

5. Complaint Handling Framework

The authority has established an integrated system to deal with incoming complaints, which includes the following:

• Institutional Context: The GDRFA-Dubai takes into account all internal and external factors as well as the relevant categories associated with handling complaints and the relevant risks and opportunities when designing, developing, implementing and maintaining a complaints management system.
• Commitment: The authority is committed to implementing an effective complaints management system and providing all necessary resources for this.
• Policy: The authority has set a policy for dealing with complaints, through which it demonstrates its commitment to the complaints management system.
• Responsibilities and Powers: The authority has determined the responsibility in relation to the complaints system.

Relevant Evidence/Documents: Complaints Handling Policy, analysis of internal and external environment, the list of special needs of the concerned groups.

6. Planning and Design

The Authority has ensured the following:

• General: The authority has planned and designed effective procedures for receiving and handling complaints.
• Objectives: The authority has set measurable objectives for the complaints system for the various levels in the authority and is consistent with the complaints handling policy
• Develop a unified documented mechanism based on international best practices to effectively and efficiently deal with customer complaints and benefit from it to improve institutional performance and increase customer happiness about the authority.
• Forming a positive impression of Dubai as a distinguished global city that provides distinguished services to customers and enhances efforts aimed at raising the happiness of customers.
• Ensuring the interest and focus of government departments on serving customers, addressing their complaints, reducing their causes, and benefiting from them in development and improvement processes.
• Activities: The authority’s senior management ensures that the complaints management planning process is implemented to ensure increased customer happiness and is integrated with ISO 10002:2018 procedures.
• Resources : Providing all the necessary resources to implement the system, including complaints staff, providing them with the necessary training, a complaints system, computers, Etc.

Relevant Evidence / Documents: Complaints Objectives, Complaints Management System Manual

7. Operation and Management of the Complaints System

• Communication: The authority provides information electronically through the website, the electronic complaints system, and publications such as billboards, publications, and brochures about the complaints system, including places, methods of submission, times for response and everything related to the system.
• Receiving and following up on the complaint: The complaint is recorded with all the information related to it and given a serial number, description of the complaint, the required solution, the period required to respond to the complaint and others, and it is followed up and the customer is notified of receipt of the complaint. Complaints are categorized into 8 categories:
• The speed of service provided.
• Ease of access to the service.
• Professionalism of the front line staff.
• Ease of completing the service.
• Quality of service information.
• Customer privacy.
• The environment appearance of the service delivery.
• Certain administrative or financial errors related to the transactions and interests of customers.
• Study and analysis of the complaint: After receiving the complaints, the authority performs an initial evaluation of them and makes sure that they are real complaints, and then they are investigated, the responsible parties are identified, appropriate measures are taken, and the customers are informed of the measures taken and how happy they are about them, and the complaint is closed in case of ensuring the effectiveness of the measures taken. Relevant Documents/ Evidences: Complaint Handling Manual.

8. Maintenance and Improvement

The authority has done the following to ensure the maintenance of the complaints system and the continuous improvement and development of it:

• Collecting information: The authority collects all information related to the complaints management system and its performance indicators.
• Complaints Analysis and Evaluation: Information and complaints are categorized and analysed, styled and evaluated for their accuracy.
• Happiness about the complaints system: The authority periodically measures the extent of happiness with the complaints management system through questionnaires.
• Monitoring the complaints system: The authority has set performance indicators to follow up and measure the system, and these are measured and information is analysed periodically.
• Auditing the complaints system: The complaints system is audited internally to ensure the effectiveness of the system through ISO 9001 procedures.
• Administrative review of the complaints system: Administrative review meetings are held through review meetings for ISO 9001 procedures, and periodically includes the status of complaints and actions taken.
• Continuous Improvement: Taking appropriate corrective and preventive measures to ensure the effectiveness of the complaints management system.

Relevant Documents/ Evidences: Customer happiness studies, internal audit, management review, performance indicators.

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DET is the principal authority for planning, supervising, developing and marketing Dubai’s business and tourism sectors. It is also responsible for licensing and classifying all types of businesses, including hotels, tour operators and travel agents.

DET’s portfolio includes Dubai Economic Development Corporation (DEDC); Dubai Business Licence Corporation (DBLC); Dubai Corporation for Consumer Protection and Fair Trade (DCCPFT); Dubai SME; Dubai Corporation for Tourism and Commerce Marketing (DCTCM); Dubai Festivals and Retail Establishment (DFRE); and Dubai College of Tourism (DCT).

Dubai Economic Development Corporation (DEDC) is the economic development arm of DET. DEDC’s goals include enhancing Dubai’s economic competitiveness; implementing economic development plans; supporting diversification and sustainability of the emirate’s economy; attracting foreign investment and global talent in vital sectors; strengthening Dubai’s position as a global destination for investments and entrepreneurship in the digital economy; and establishing projects focused on advancing innovation, artificial intelligence and technology.

DEDC launches initiatives and priority programmes, evaluates ongoing plans, identifies obstacles and proposes solutions as part of its strategic efforts.

DEDC is the steward for Dubai Economic Agenda, D33, which aims to further consolidate Dubai’s position as one of the top three global cities.

Dubai Business Registration and Licensing Corporation (DBLC) works to strengthen the emirate’s position as a global commercial hub and create an environment for attracting increased investment in various sectors. With a focus on enhancing the ease of doing business in Dubai, DBLC streamlines licensing procedures; reduces costs; improves the registration cycle; and fosters the growth of start-ups. It is the sole authority responsible for  regulating economic activities in the emirate and monitoring compliance with procedures related to the investor journey.

DBLC also manages the Dubai Unified Licence (DUL) in cooperation with the free zones in Dubai.

business opportunities

Get all the information you need to start your new business in Dubai.

Dubai Corporation for Consumer Protection & Fair Trade (DCCPFT) is responsible for driving economic stability by ensuring consumer and business protection, and enhancing competitiveness by curbing practices that negatively impact the market. It ensures that new regulations are implemented in a business-friendly manner; promotes justice and transparency; and supports the optimal functioning of the market for enterprises.  The Corporation also develops programmes to protect intellectual property rights, organises relevant awareness campaigns and reviews or resolves complaints filed by commercial establishments and consumers.

DCCPFT drafts plans and policies related to fair trade, competitiveness and protection of consumer rights.

regulations

Find information on legal compliance, taxation, intellectual property rights and more for running a business in Dubai.

Established in 2002 by HH Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the United Arab Emirates and Ruler of Dubai, Dubai SME is dedicated to nurturing entrepreneurship in Dubai. Its goal is to position the city as a leading centre for global entrepreneurship. Operating under the umbrella of DET, the agency plays a pivotal role in supporting the entrepreneurial ecosystem through various initiatives including startup subsidies, access to finance, and business incubation services.   Dubai SME places a special emphasis on supporting Emirati SMEs. This targeted support is designed to empower Emirati entrepreneurs, providing them with the tools and resources necessary to succeed in the competitive business environment. Through dedicated programmes and initiatives, the agency ensures that Emirati-owned businesses receive the backing they need to thrive and contribute to the diversification and growth of Dubai’s economy.

SMEs represent more than 99% of the registered businesses in Dubai and employ more than 50% of the city's workforce.

Emirati SMEs

have been supported by Dubai SME for launch, representing all sectors and business activities in the city.

DCTCM partners with private and public sector establishments to become a leading commerce and leisure destination globally.

International visitors

Dubai welcomed 17.15M overnight visitors in Jan - Dec 2023, with an increase of +19% compared to 2022.

Dubai Festivals and Retail Establishment (DFRE) aims to position Dubai as an international events and entertainment hub. It works to increase the city's competitiveness as a retail destination through year-round festivals, events and promotions.

DFRE’s annual Retail Calendar features iconic festivals and major community events including Dubai Shopping Festival, Dubai Food Festival, Dubai Summer Surprises and Dubai Fitness Challenge. Dubai Business Events (DBE), Dubai’s official convention bureau, is also part of DFRE, in addition to Dubai Calendar, the official listings platform for events in the city.

Stay updated with the latest events in the city with the Dubai Calendar.

Retail outlets

The number of retail outlets engaged in more than 1,000 leisure events run by the DFRE programme each year.

Dubai College of Tourism (DCT) was established by DET to be a world-class vocational tourism college that would drive professional excellence capability in all tourism and hospitality service personnel in Dubai.  DCT is recognised as a leading institution for the provision of innovative, accessible and exceptional education and training that supports people to enter, enhance or advance within the tourism industry.  

Build a successful career in the tourism sector at the Dubai College of Tourism.

Dubai Way champions

The number of participants who have successfully completed the Dubai Way online training and engagement platform.

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Dubai Metro Red Line update: Plan your trip to avoid delays!

Living in uae.

How to get around during temporary station closures

Dubai: Attention Dubai Metro users! If you are planning to travel on the Red Line, be prepared for some temporary changes.

In an online post on Sunday, May 4, Dubai’s Roads and Transport Authority (RTA) announced that some of the Red Line stations are temporarily closed due to the recent weather conditions and that they have provided shuttle buses to ensure access to the affected stations.

Which Dubai Metro stations are closed?

The Dubai Metro Red Line is currently operating from Centrepoint station to the EXPO 2020 station and UAE Exchange Stations, without stopping at the following stations: • ONPASSIVE • Equiti • Mashreq • Energy

“Work is in place to restore the Metro service back to full normalcy on the Red Line, and due to the ongoing efforts to handle the effects of the current circumstances and resume operations on all Metro stations, there are changes in the train timings and schedule in Dubai Metro’s Red Line,” stated RTA on their official website - rta.ae.

Where are the shuttle buses located?

According to RTA, the shuttle buses will run in parallel to the Red Line, to assist commuters. According to the post, the shuttle bus will stop at each Metro station to help commuters who are affected by the closures.

Plan your journey ahead of time to avoid delays

“Make sure to adhere to the instructions and guidance provided by Dubai Metro staff as well as the bus station staff and the instructional signages. Furthermore, plan your trips ahead of time and according to the available stations until operations are fully restored to normal,” RTA stated.

Is the Dubai Metro Green Line fully operational?

Dubai Metro services are fully operational on the Green Line, in both directions.

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PRESSR: Purchasing event tickets through authorised platforms in Dubai

Dubai, United Arab Emirates – Dubai Festivals and Retail Establishment (DFRE), part of Dubai Department of Economy and Tourism (DET), has highlighted the importance of using authorised websites and platforms for purchasing tickets to attend events in Dubai. With the city boasting a rich year-round events calendar, DFRE has emphasised that the general public can access up-to-date and trusted information for concerts and events through Dubai Calendar, the city’s official listings platform which is managed by DFRE.

With more than 1,200 events and festivals listed annually, the public is encouraged to check Dubai Calendar to see if an event is listed and are advised to only purchase tickets from official ticket sellers.

All event organisers require a valid ticketed event permit if they are planning to sell tickets for an event in Dubai. Any ticketing company wishing to sell tickets for Dubai-based events must also be integrated with DET’s ticketing system via Application Programming Interface (API). To become an approved event ticketing/registration company, please visit: https://www.dubaitourism.gov.ae/en/services/register-as-a-ticket-seller-api.

For more information about events taking place across Dubai, please visit www.dubaicalendar.com or download the Dubai Calendar app from the App Store or Google Play.

About Dubai Department of Economy and Tourism (DET)

With the ultimate vision of making Dubai the world’s leading commercial centre, investment hub and tourism destination, Dubai Department of Economy and Tourism (DET) is mandated to support the Government in positioning the emirate as a major hub for global economy and tourism, and in boosting the city’s economic and tourism competitiveness indicators, in line with the goals of the Dubai Economic Agenda, D33, which aims to double the size of the emirate’s economy and consolidate its position among the top three global cities over the next decade.

Under this remit, DET is driving efforts to further enhance Dubai’s diversified, innovative service-based economy to attract top global talent, deliver a world-class business environment and accelerate productivity growth. Additionally, DET is supporting Dubai’s vision to become the world’s best city to live and work in by promoting its diverse destination proposition, unique lifestyle and outstanding quality of life, overall.

DET is the principal authority for planning, supervising, developing and marketing Dubai’s business and tourism sectors. It is also responsible for licensing and classifying all types of businesses, including hotels, tour operators and travel agents. The DET portfolio includes Dubai Economic Development Corporation (DEDC), Dubai Business Licence Corporation (DBLC), Dubai Corporation for Consumer Protection and Fair Trade (DCCPFT), Dubai SME, Dubai Corporation for Tourism and Commerce Marketing (DCTCM), Dubai Festivals and Retail Establishment (DFRE) and Dubai College of Tourism (DCT). 

About Dubai Calendar

Dubai Calendar, the official listings platform for events in the city, is managed by Dubai Festivals and Retail Establishment (DFRE), an entity of Dubai Department of Economy and Tourism (DET). A free resource online and via a dedicated mobile app, Dubai Calendar is the city’s go-to guide that allows residents and tourists to discover all the events, festivals and experiences Dubai has to offer, from arts, culture and education to food, sports and shopping. With more than 1,200 events per year, and new listings added every week, Dubai Calendar is an all-access pass to ‘what’s on’ in Dubai. For more information about events taking place across Dubai, please visit: www.visitdubai.com/en/whats-on/dubai-events-calendar.

For further information, please visit and contact:

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