Oman Air Customer Care: A Complete, Practical Guide

Overview and Service Scope

Oman Air (IATA: WY, ICAO: OMA) is the national airline of the Sultanate of Oman, founded in 1993 and hubbed at Muscat International Airport (MCT). Its customer care operation supports reservations, ticketing, changes and refunds, special assistance, Sindbad frequent-flyer services, and post‑travel claims such as baggage or service complaints.

Support is delivered through a 24/7 contact center, airport service desks, and digital channels on omanair.com and the Oman Air mobile apps. Primary support languages are English and Arabic, with additional support available in key markets depending on local office staffing. For the fastest resolution, have your booking references and identification ready and contact via the channel matched to your need (phone for urgent, web/app for routine self‑service).

How to Reach Oman Air Customer Care

Phone Support and Ticket Offices

The airline maintains a 24/7 call center for urgent matters such as same‑day travel changes, involuntary schedule disruptions, and airport-day issues. Call routing is region-based; use the Contact page on omanair.com to select your country and view the correct number. For calls placed from Oman, use the country code +968 when dialing from abroad and note Oman Standard Time (UTC+4) for any office-hours lines in outstations.

In-person assistance is available at Oman Air ticketing counters and airport service desks. At Muscat International Airport (MCT), Oman Air’s primary service desks are in the Departures check‑in hall and Arrivals baggage services area. If you need a printed ticket, excess baggage purchase, or immediate rebooking during irregular operations, in-person service at the airport or a city ticket office can be the most direct route, especially close to departure time.

Digital Channels: Web, App, and Social

The self-service hub is https://www.omanair.com. Use Manage Booking to select seats, add special services, buy extra baggage, change dates (when your fare permits), or request a refund. The Oman Air mobile app (iOS and Android) mirrors these functions and is the most reliable way to receive disruption notifications, mobile boarding passes, and gate updates in real time.

For non-urgent queries, message Oman Air on verified social channels (twitter.com/omanair, facebook.com/omanair, instagram.com/omanair). Social teams can check flight status, escalate service failures, and point you to the right form, but they typically don’t process payment or identity-sensitive requests. For data-protected actions, use the website/app or call.

Urgent flight-day changes or disruptions: call center (24/7); airport desk if you are already at the airport.

Routine changes, seat selection, extra baggage: Manage Booking on omanair.com or the mobile app.

Complaints, refunds, baggage claims: submit via the dedicated web forms; attach receipts and documents to speed review.

What to Have Ready Before You Contact

Identification and Booking Details

Keep your 6‑character booking reference (PNR) and e‑ticket number to hand. Oman Air ticket numbers are 13 digits and typically start with the airline prefix 910 (format: 910‑XXXXXXXXXX). Ensure the name on your booking exactly matches the passport you will travel with, including middle names if shown in the machine-readable zone.

For secure transactions (refunds, changes with fare differences, adding paid services), have the payment card used for purchase, the billing address, and a reachable phone number. If a travel agent issued your ticket, Oman Air may need to refer certain changes or refunds back to the issuing agent per IATA BSP/ARC rules.

Supporting Documents for Special Cases

For medical or special assistance requests, prepare a recent medical certificate if applicable, and any completed MEDIF forms if oxygen or medical equipment is required. For baggage issues, keep photos, purchase receipts, and your baggage tag numbers. For disrupted travel claims, keep proof of delay or cancellation, meal/lodging receipts, and boarding passes.

If multiple passengers are on the same booking, designate one contact person for the case and include consent if you are acting for others. This reduces back-and-forth and helps the team resolve your request faster.

Managing Bookings, Changes, and Refunds

Changes and Reissues

Change options and fees depend on the fare brand and route. Before calling, open Manage Booking on omanair.com to check whether your fare permits date/time changes and whether a fare difference applies. If your booking includes partner airlines (codeshare or interline), changes may need to follow the most restrictive carrier’s rule, and some adjustments must be handled by an agent.

For same-day changes, availability is the main constraint. Call as early as possible on the day of travel to maximize options. If Oman Air initiates a schedule change or cancellation, you’re generally entitled to rebooking at no additional fare (subject to policy in effect on the disruption date); keep the automated schedule-change email for reference when you contact support.

Refunds and Vouchers

Refund eligibility depends on fare conditions and whether your ticket was used in part. Request refunds via the original point of sale: tickets purchased on omanair.com or the mobile app can be submitted through the Refunds section online; travel‑agent tickets should typically be refunded by the issuing agency. For involuntary disruptions (e.g., flight cancellation with no suitable alternative), customer care can assist with fee waivers consistent with the applicable policy.

After approval, card refunds usually post within a bank’s normal cycle. If the original payment was cash or bank transfer in a local office, allow additional time for verification and settlement. Keep your e‑ticket number and bank details (for non-card refunds) ready to avoid delays.

Typical card refund visibility: 7–14 business days after Oman Air processes the refund (bank cycles vary).

Non-card refunds via bank transfer: allow 10–20 business days after approval, depending on the country and bank.

Refund status checks: use your e‑ticket number (starting with 910) when following up via phone or web form.

Baggage Problems and Claims

Delayed, Lost, or Damaged Baggage

Report baggage issues before leaving the airport. Visit the Oman Air baggage services desk in the arrivals hall to file a Property Irregularity Report (PIR); you’ll receive a reference to track your case. If you’ve already left, file online via the Baggage section on omanair.com and contact customer care immediately for guidance.

Time limits are strict under the Montreal Convention: for damage, submit written notice within 7 days of receipt; for delay, within 21 days from the date the bag was delivered. Keep all receipts for essential purchases during delay; reasonable, itemized expenses may be reimbursable subject to policy and proof.

Tracking and Settlement

Oman Air uses industry-standard tracing systems to locate delayed baggage and will notify you by SMS/email once found. Provide a delivery address that is attended during daytime hours and a working phone number with country code. If a bag is not located within several days, customer care will advise on next steps for interim expense claims and eventual settlement.

For fragile or high-value items, declare and pack appropriately; standard liability limits may not cover consequential losses. Consider travel insurance for valuables exceeding airline liability limits. For sports equipment and special items, pre‑advise Oman Air and review packing requirements on the website to avoid damage and oversize fees.

Special Assistance and Sindbad

Wheelchairs, Medical, and Other Needs

Request special assistance at least 48 hours before departure to secure the appropriate service code (e.g., WCHR/WCHS/WCHC for wheelchair needs). For portable oxygen concentrators or medical equipment, you may need a completed MEDIF and device approval in advance; customer care will advise the current documentation and battery requirements.

Expect assistance from check‑in through boarding and at connections. Arrive at the airport earlier than standard—at least 2 hours before departure for regional flights and 3 hours for long‑haul—to allow time for document checks and coordination with ground handlers.

Sindbad Frequent Flyer Support

Sindbad is Oman Air’s frequent flyer program with tiers that provide benefits such as priority services and extra baggage on eligible fares. Customer care can help with retro-claims for missing miles (typically accepted within a limited time window from the flight date), profile updates, and partner accrual queries; keep boarding passes and e‑tickets for verification.

For faster resolution of mileage issues, submit a retro-claim via the Sindbad section on omanair.com, attaching scans of your boarding pass and e‑ticket. Processing time varies based on partner airline audits; allow several weeks for partner flights.

Complaints, Escalation, and Passenger Rights

How to File and Escalate a Complaint

Use the Feedback/Complaints form on omanair.com for service failures, staff conduct issues, or unresolved post‑travel claims. Provide detailed chronology, flight numbers and dates, names as on the ticket, receipts, and photos if applicable. You should receive an acknowledgement with a case number; keep it for follow‑up.

If you are not satisfied after Oman Air’s final response, you may escalate to the relevant consumer protection body in your country of departure. For flights departing the EU/EEA or the UK, national enforcement bodies supervise passenger rights, and you may also seek alternative dispute resolution where available.

EU/UK Passenger Rights on Oman Air Flights

When your journey departs from an EU/EEA airport, Regulation EC 261/2004 applies, potentially entitling you to compensation for long delays or cancellations not caused by extraordinary circumstances: €250 (short haul), €400 (medium haul), or €600 (long haul). Rights include care (meals, communications, hotel when necessary) and rerouting or refund options.

For flights departing the UK, the UK equivalent (UK261) provides similar protections with compensation typically £220/£350/£520 depending on distance and delay. Keep boarding passes, delay notifications, and receipts to support your claim. Submit your claim to Oman Air first; escalate to the national enforcement body only if unresolved.

Useful References and Contact Points

Website and self-service: https://www.omanair.com (Manage Booking, refunds, baggage, Sindbad). For local phone numbers and office addresses, use the Contact section to select your country; calling instructions and hours are listed for each region.

Head office and hub: Oman Air, Muscat International Airport (MCT), Muscat, Sultanate of Oman. Country code for Oman is +968 (use when dialing Oman numbers from abroad). For baggage tracing, retain your PIR and follow instructions provided at the airport or via the website for online tracking.