AMEINAH ALZEYOUDI (ABU DHABI)

The Federal Tax Authority (FTA) has launched a new AI-powered digital platform for value added tax (VAT) refunds for tourists at Zayed International Airport in Abu Dhabi and Dubai International Airport (DXB), making the refund process faster, simpler and seamless for visitors leaving the UAE.

Developed in collaboration with Planet, the authorised operator of the VAT Refund Scheme for Tourists, the platform is the latest of its kind worldwide and offers fully digital, 100% paperless procedures.

It combines Planet's enhanced smart mobile application with AI-powered facial recognition technology to streamline the process from start to finish.

The launch forms part of the FTA’s strategy to expand the adoption of AI technologies, continuously enhance the efficiency of its operational systems and advance its initiatives under the Digital Zero Bureaucracy Programme.

The launch events of the new smart platform at Abu Dhabi’s Zayed International Airport and Dubai International Airport were attended by Lieutenant General Mohammed Ahmed Al Marri, Director General of the General Directorate of Identity and Foreigners Affairs in Dubai; Abdulaziz Mohammed Al Mulla, Director General of the FTA; Sultan Al Dhaheri, Senior Vice President – Operations at Abu Dhabi Airports; Majed Al Joker, Chief Operating Officer of Dubai; Jorg Oppermann, Acting Chief Operations Officer at Abu Dhabi Airports; and Malek Al Madani, Executive Director of Government Services Quality Monitoring and Community Engagement, as well as other senior officials.

Abdulaziz Mohammed Al Mulla, Director General of the FTA: “The introduction of this new AI-powered platform marks a significant advancement in the tourist tax refund journey, enhancing the tourist experience at their final point of contact with the country.

“It embodies a proactive government model that places customers at the heart of service design, supported by integration and data-sharing between government entities and partners to deliver outstanding services in accordance with best practices.

This strengthens the innovation and digital transformation ecosystem, in line with the directives and prudent guidance of the UAE’s leadership to achieve the objectives of the Zero Government Bureaucracy Programme and redesign government services in accordance with the UAE Strategy for Artificial Intelligence.

“These efforts also reinforce the UAE’s distinguished international standing as a leading global destination for tourism and shopping, supported by its safe environment, attractive landmarks, diverse events and tourism facilities.”

Three-Step Refund Process

The FTA said tourists can access the new platform through three simple and efficient steps.

Step 1: Register on the Planet App

Tourists download the Planet mobile application, designed specifically for tourist tax refunds in the UAE, and create an account by completing facial verification and uploading images of their passport and bank card. Once registration is complete, they become eligible to use the AI-powered VAT refund system.

Step 2: Scan the Airport QR Code

Upon arrival at the airport, tourists scan a dynamic QR code displayed at VAT refund service points. This automatically initiates the refund process through the Planet app.

If no inspection is required, tourists need only to complete the first two steps. They can submit their refund request directly and receive their refund through their preferred payment method selected within the application.

Step 3: Verification, if Required

If a transaction requires inspection, the tourist receives a notification through the application and is directed to one of Planet's smart gates equipped with AI-powered facial recognition technology.

The system automatically verifies the traveller's identity and transaction details, eliminating the need for manual checks. The smart gate then directs the tourist to the appropriate self-service kiosk, creating a personalised and efficient refund experience.

Performance Indicators

The authority expects ongoing development and the latest improvements to further increase tourist satisfaction with the refund service, in the coming period, according to an FTA statement.

Tourist satisfaction reached 93% during the first nine months of 2026, compared to 92% during the same period in 2025.

The FTA indicated that, based on current performance indicators, the number of transactions processed through the digital Tourist Tax Refund Scheme, following the latest enhancements, is expected to reach approximately four million transactions over the one-year period from November 2026 to October 2027. A total value of approximately Dh692 million is projected.

The FTA, in the statement, said that the digital Tourist Tax Refund Scheme has achieved positive results and strong efficiency indicators in recent years.

Since its launch in 2018, until October 2026, the total value of VAT refunded to tourists through the scheme reached approximately Dh4.2 billion, through 25 million transactions processed based on tourist tax refund tags issued by retail stores electronically connected to the scheme.

In 2025, the annual growth rate in the value of refunds reached 8%, while transaction volumes increased by 5%, compared to 2024. The number of retail stores (points of sale) registered with the FTA and electronically connected to the scheme reached approximately 16,700.

A total of 769 retail outlets joined the scheme during the first nine months of 2026, following the addition of 1,326 outlets throughout 2025.

The number of VAT refund self-service kiosks currently stands at 98, located across numerous shopping centres and hotels, as well as at departure points for tourists leaving the UAE.

Transactions completed through these kiosks account for 22.4% of all transactions processed through the Tourist Tax Refund Scheme.