Accessibility Plan Progress Report 2024 | Emirates Website Policy and Information

Reporting Period: June 1, 2024 – May 31, 2025

Published in accordance with the Accessible Canada Act (ACA) and Accessible Transportation Planning and Reporting Regulations (ATPRR)

Introduction

Emirates is committed to making travel inclusive and accessible for everyone. We support Canada’s vision of a barrier-free future by 2040, as outlined in the ACA.

We endorse the International Civil Aviation Organization’s (ICAO) Resolution A41-15 on accessibility and its inclusion in the 2026-50 strategic plan. We advocate for global harmonization of air transport regulations, standards, and procedures to ensure accessible travel worldwide. In line with this effort, Emirates presented a future vision for inclusive aviation at the ICAO Facilitation Conference in April 2025.

In April 2025, we became the world’s first Autism Certified Airline^TM, and Dubai became the first Certified Autism Destination^TM in the Eastern hemisphere. These designations are awarded by the International Board of Credentialing and Continuing Education Standards (IBCCES), a global leader in autism and neurodiversity training and certification, in line with our commitment to making every journey safe, comfortable, and enjoyable for all travelers.

Alongside Emirates and Dubai International Airport, over 300 hotels, 15 attractions, parks, and beaches in Dubai have been certified to support an end-to-end traveler’s journey. Emirates also announced a suite of services and innovations at Dubai’s annual AccessAbilities Expo – examples include Be My Eyes app and Chauffeur Drive Services.

This Accessibility Plan Progress Report outlines our progress and commitments under the ACA and ATPRR.

General

Designated Position to Receive Feedback on behalf of Emirates:

Head of Office of Accessibility and Inclusion

Ways to Provide Feedback:

The public can submit feedback through any of the following channels:

a) Mail: Office of Accessibility and Inclusion, CASA, Emirates Group Headquarters, PO Box 686, Dubai, United Arab Emirates

b) Email: accessibility@emirates.com

c) Phone:

Canada: +1 800 762 9775
United Arab Emirates: + 971 600 555555

d) Online form for anonymous feedback: https://www.emirates.com/ca/english/help/forms/anonymous-feedback/

Customers may request an alternative format of the Emirates Accessibility Plan, a description of the feedback process, or the latest Emirates Accessibility Plan Progress Report via any of the channels listed above.

Information and Communication Technologies (ICT)

Emirates is committed to ensuring that our information and communication platforms are accessible to the widest possible audience. We continuously work to enhance the usability of emirates.com in alignment with the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA success criteria.

We are also committed to providing information in alternative formats upon request to support the needs of people with disabilities

Action	Target completion	Progress Report 2 Comments
Continuously enhance the overall usability of emirates.com using WCAG 2.0 Level AA success criteria.	June 2026	Ongoing – Target completion remains unchanged – June 2026. As part of our ongoing efforts to enhance the website for all users, we will conduct usability testing with participants representing a range of cognitive and physical abilities during 2025-26. This approach ensures the site is not only technically compliant with WCAG principles but also practically usable for everyone. Incorporating participants with diverse needs into our regular testing process is becoming a standard part of how we work.

Communication, other than ICT

Emirates has rolled out a new hospitality strategy that touches on all aspects of service design, development, and learning, and will empower customer facing colleagues to deliver a consistent experience.

Action	Target completion	Progress Report 2 Comments
Ensure all customer‑facing colleagues complete the specialized training on hidden disabilities and autism to recognize autism, to understand the practical tips on how to assist passengers with hidden disabilities, to respond with empathy, and to inform on the support systems to help passengers in the airport.	Ongoing	Ongoing – Over 30,000 customer-facing colleagues have completed the training, which is integrated into the onboarding process for all new joiners. Emirates partnered with IBCCES to develop a new training program focused on autism and sensory sensitivities. The airport and inflight training standards were developed through detailed process review, facilities, environments, and experience audits in addition to the input from key stakeholders including the lived experience of neurodiverse travellers, their families, global thought leaders, industry professionals and healthcare experts.
Expand the provision of hidden disabilities and autism‑friendly products, services, and solutions to include a) recognition of visual identifier like sunflower lanyard; b) autism‑friendly travel planner; c) autism‑friendly sensory guide for Emirates terminal; d) travel rehearsal program etc.	June 2024	Closed – Progress Report 1 (2024) Emirates continues to design and deliver solutions for customers with autism and sensory sensitivities, and was recently awarded the Certified Autism Centre^TM designation for our dedicated hub (Terminal 3), in addition to all city check in’s. Dubai International Airport also became the first international airport to earn this designation. Emirates in partnership with Dubai Airports recognized and adopted the sunflower lanyard and introduced service provisions at customer touchpoints including border control and security. Autism-friendly travel planner was developed and is available on both Emirates and Dubai Airports’ website for customers to download and familiarize with the airport processes and journey. Emirates also partnered with International Board of Credentialing and Continuing Educational Standards (IBCCES) to gather data for development of sensory guides. At the end of the 1st progress report, Emirates has conducted five travel rehearsals with multiple autism centres in the UAE which also included a one-off unique flight, to celebrate world autism awareness month.
Upon request, Emirates will provide its accessibility plan in an alternate format for persons with disabilities in the stipulated time.	June 2024	Closed – Progress Report 2 (2025)
Mainstream disability awareness across the organization through awareness, education, and participation campaigns.	Ongoing	Ongoing – Emirates Travel Rehearsal initiative is expanding to more cities and airports. Our teams collaborate with airport stakeholders and local communities to co-design and deliver simulated experiences for people with disabilities, partnering with local centers and foundations. The travel rehearsal aims to create a safe and social learning environment for people with disabilities. It also facilitates a learning environment for airport and airline stakeholders to understand accessibility requirements and work closely with educators, families, and people with disabilities. We plan to bring the program to the Canadian airports in our network this summer.
Review and introduce assistive interaction tools (such as Be My Eyes, video for sign language) for people with low vision or blind and people who are hard of hearing or deaf.	June 2025	Closed – Progress Report 2 (2025) Emirates became the first airline globally to partner with the Be My Eyes app, introducing new services and solutions to support the blind and low vision community.

Procurement of goods, services, and facilities

Emirates is committed to ensuring, wherever possible, accessibility of services, equipment, and facilities are considered when procuring services. Accessibility requirements shall be included in Emirates service agreements and contracts related to procurement.

Action	Target completion	Progress Report 2 Comments
Include Accessibility requirements, where needed, as part of the Procurement and RFP process for physical and digital products, services, and facilities.	June 2025	Closed - Progress Report 2 (2025) In line with the Emirates Accessibility Policy and Strategy, Accessibility is included in the Emirates Group Procurement Policy, Procurement Procedures Manual, and non-discrimination on the basis of disability, is included in the Supplier Code of Conduct. This necessary step enables us to expand and ensure accessibility requirements are considered as part of supplier processes and practices.
Ensure equipment and items procured by Ground Service Providers for people with disabilities meet accessibility requirements	June 2025 June 2026	Ongoing – Target date extended Emirates partnered with our service provider in Dubai to enhance accessibility features for our Chauffeur Drive Service (CDS) product offering. The vehicle underwent a multiphased structural modification and approval process with the OEM and Roads and Transport Authority whilst ensuring compliance with the highest level of international safety and accessibility standards. This initiative highlighted the need to develop a ‘new standard’ where it may not exist – and to include as a ‘desired’ Emirates specification for such equipment and service. Where feasible, future contracts and agreements with Ground Service Providers will include specific references for the procurement of new equipment and items. The target date is extended to initiate additional processes and protocols.
Ensure that new software purchases include accessibility requirements where possible.	June 2025	Closed - Progress Report 2 (2025) Accessibility requirements are included in the Emirates Group RFT process for software evaluation and purchase. To ensure an equivalent experience for people with accessibility requirements, as part of the usability classification, and in alignment with Emirates Accessibility Policy, compliance of applications with WCAG 2.0 Level AA is reviewed, for both internally developed or procured software.

Design and delivery of programs and services

Action	Target completion	Progress Report 2 Comments
Formalize the establishment of advisory council with disability communities and associations representing the various disabilities, including annual consultations with Emirates customer facing colleagues and frequent flyer members.	June 2025 June 2026	Ongoing – Target completion remains unchanged – June 2026. Annual staff consultation: We completed our annual consultation with cabin crew, gathering ongoing feedback to identify key areas for improvement in accessibility and service delivery. Dubai accessibility survey: In support of Dubai’s goal to become a leading destination for travelers with diverse needs, Emirates partnered with Dubai Economy and Tourism to launch a multi-phased airport survey. The initiative aims to better understand the experiences of visitors with accessibility requirements, and their companions, during their time in Dubai. The final phase of the project is underway with a diverse demographic target covering six continents, age groups, and disabilities. Autism and sensory sensitivities research: As part of our certification process with IBCCES, an extensive research initiative was undertaken. This included a global survey conducted by IBCCES with over 14,000 participants, comprising of individuals with various disabilities, including autism and sensory sensitivities, as well as their families and caregivers. Insights were further enriched by interviews, an International Air Transport Association (IATA) industry survey, and feedback from 1,200 aviation professionals. To ensure practical applicability, IBCCES experts also conducted multiple Emirates flight audits on both long-haul and short-haul routes. This comprehensive effort helped inform new, evidence-based standards for training, benefiting both customers and our staff.
Provide ACA progress reports based on stated deadlines and notify the ACA regulators when updated accessibility progress reports are published.	June 1, 2025	Completed - Progress Report 1 (2024) Completed - Progress Report 2 (2025)
Update Emirates Accessibility Plan a minimum of every three years and notify the ACA regulators when updated accessibility plans are published.	June 1, 2026	Ongoing – Target completion remains unchanged – June 2026

Transportation

Emirates is committed to ensuring that all transportation services we manage, or control are accessible or offer equivalent services for people with disabilities.

At Dubai Airports, transportation services, including inter-terminal transfers, trains, and buses, are equipped with accessibility features and accommodations to support customers with diverse needs.

Built Environment

Emirates is committed to ensuring that all built environments under our management or control are accessible and provide reasonable accommodation for people with disabilities.

Provisions of Canadian Transportation Agency (CTA) Accessibility-related Regulations

As a large carrier under CTA regulations, Emirates must comply with all provisions of the Accessible Transportation for Persons with Disabilities Regulations (SOR/2019-244) contained in parts 1, 2, 3, and 7 applicable to foreign carriers.

Details about the Accessible Transportation for Persons with Disabilities Regulations (SOR/2019-244) can be found at: https://laws-lois.justice.gc.ca/eng/regulations/SOR-2019-244/index.html(Opens an external website in a new tab)

Feedback Information

During the reporting period, no accessibility-related feedback was received through the designated channels outlined in the Feedback Process and Alternative Format section. Any feedback submitted was unrelated to accessibility and received via incorrect channels.

Consultations

Between October 2024 and March 2025, Emirates consulted with IBCCES on the inflight experience, process and environments. An extensive research initiative was undertaken on our behalf, conducted by IBCCES with over 14,000 participants, comprising of individuals with various disabilities, including autism and sensory sensitivities, as well as their families and caregivers. The insights helped develop a new training program for cabin crew. Additionally, feedback from interviews with parents informed our process improvement roadmap.

During October 2024, we completed a qualitative consultation with 1200 cabin crew, to gather ongoing feedback and identify key areas for improvement in accessibility and service delivery.

During October 2024 and May 2025, Emirates partnered with Dubai Economy and Tourism to conduct a qualitative survey with over 200 visitors. The initiative aims to better understand the experiences of visitors with accessibility requirements, and their companions, during their time in Dubai. The final phase of the project is underway with a diverse demographic target covering six continents, age groups, and disabilities.

Emirates Travel Rehearsals being rolled out across our network are emerging as a new source to consult on an ongoing basis with participants, parents, and educators to identify the evolving accessibility challenges, cultural nuances, and local requirements. We aim to formalize this through a more structured approach before the next reporting period.

We also take note of a recent analysis as “voice of customer” by a UK-based mobility company that analyzed 50,124 verified Google and TripAdvisor reviews to find accessible airports. The reviews, from February to March 2025, assessed real passenger experiences. Dubai International Airport, Emirates hub, is among the top 10 global airports due to its weighted combination of passenger sentiment, service consistency, and mobility support infrastructure.

Accessibility Plan Progress Report 2025