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If you need some help along your journey, we’ll make sure you’re safe and comfortable all the way. Let us know the type of assistance you need at the airport and during your flight. You can tell us when you book, or at least 48 hours before you travel. There’s a list of our local numbers here. Otherwise you can ask your travel agent to make the arrangements.

Assistance for passengers who are hearing impaired

Making a booking

If you have a hearing impairment and need assistance on your journey, let us know when you book or contact us a few days before you fly.

If you’re flying from the USA or Canada, you can contact us on our text telephone (TTY) number 1-888-3201576.

At the airport

We can arrange a meet and assist service from check-in to the gate, and from the aircraft to your onward transport at all airports.

There are screens displaying flight information throughout the airport and at the departure gate. You can also download our free Emirates App to get live travel updates along your journey. This includes check-in times, boarding announcements, your baggage carousel number at arrivals in Dubai, and any changes to your flight such as delays or cancellations.

If you let us know at check-in, we can tell you if your flight is delayed or if the departure gate changes. You can also ask any of our team members for information at any time.

On board

  • All our safety videos are captioned in English and Arabic. And on selected routes we have safety videos with captions for additional languages.
  • We can also give you an individual safety briefing on your flight. If you’ve already contacted us, then the cabin crew will approach you. Otherwise you can always ask. They will explain the safety procedures, exit locations, and how we can best assist you.
  • A member of our cabin crew will update you when announcements are made on the flight.
  • For safety reasons, we’re unable to give you an exit row seat.

Inflight entertainment

Many of our movies and TV shows have closed captions showing dialogue as well as sound references. You can use our headphones with standard hearing aids switched to the T position. If you want to plan your playlist, you can check out this month’s closed captioned movies and TV shows here.

Assistance for passengers who are visually impaired

Making a booking

If you need guidance though the airport and assistance on board, let us know when you book or contact us a few days before you travel.

At the airport

We can arrange a meet and assist service from check-in to the gate, or from the aircraft to your onward transport at all airports.

There are boarding announcements at the airport and you can ask any of our team members for information at any time.

On board

  • We can give you an individual safety briefing on your flight. If you’ve already contacted us, then the cabin crew will approach you. Otherwise you can always ask. They will explain the safety procedures, exit locations, and how we can best assist you.
  • Our cabin crew will read the menu options to you and explain the placement of the items in front of you.
  • For safety reasons, we’re unable to give you an exit row seat.

Inflight entertainment

Many of our movies and TV shows have audio description to explain what’s happening in the scene. You can explore this month’s movies and TV shows with audio description here.

Travelling with a guide dog

Your guide dog or service dog can fly with you for free, and on certain routes they can travel in the cabin. You need to tell us at least 48 hours before your flight so we can make the arrangements. You can find out more about flying with a guide dog further down this page.

Mobility assistance

Making a booking

If you need assistance through the airport or to move around the aircraft cabin, we can help. We can arrange a wheelchair at every airport and we can help you to travel with your own wheelchair or mobility aids. Tell us when you book or contact us 48 hours before your flight.

At the airport

We can assist you from the drop-off point at the terminal entrance through to your flight, and from your flight to the pick-up point when you arrive.

Travelling with your wheelchair or mobility aid

You can bring medical equipment and up to two mobility aids with you into the cabin, such as your own collapsible manual wheelchair, and they won’t count towards your total cabin baggage allowance.

Before you fly, we will need to check your wheelchair or mobility aids can be carried and stowed securely in the cabin and that we have enough space available. Otherwise you can check them in.

Checking in your wheelchair or mobility aid

You can check in your wheelchair or mobility aid, depending on the size and weight. It needs to be packed properly to travel safely in the hold of the aircraft.

When you land, we’ll have a wheelchair waiting for you. You can then collect your wheelchair or mobility aid from the baggage hall.

Electric wheelchairs and mobility aids

There are a few more safety regulations to consider for carrying certain batteries, so we’ll need to know the type of battery, the size of the wheelchair and the weight ahead of your flight. We also recommend you arrive at the airport three hours ahead of your flight so we have a little extra time to make sure your mobility aid is carried securely and within the regulations.

Canes, crutches, and walking sticks

You can take a cane, crutches, or a walking stick on board and we’ll make sure it’s safely stowed.

Priority boarding

You can ask to board the aircraft first if you’d like more time to get settled on the flight.

Assistance and accessibility on your flight

Mobility assistance

Our cabin crew can get anything you need from the stowage and overhead lockers, and they can help you around the aircraft using our onboard wheelchair.

Accessible seats

We’ll give you an accessible seat in the aisle. Our seats have moveable armrests to make it easier to transfer between your seat and the wheelchair if you need one. For safety reasons we can’t offer you an exit row seat.

Travelling with an assistant

Our cabin crew are able to help you around the aircraft, but are unable to lift you. If you need some extra help transferring to your wheelchair, or assistance in the lavatories, with personal care, eating, or with administering medication, you’ll need to travel with an assistant. You can find out more about flying with an assistant further down this page.

Assistance for passengers with an intellectual or developmental disability

Please get in touch with us to talk about how we can assist you.

We can arrange a meet and assist service at the airport to and from the aircraft.

We can also help to explain directional signs and how to reach immigration, security, and the boarding gate, and we can direct you to facilities like quiet areas and lounges. You can also ask to be one of the first to board the aircraft so you have more time to get settled on the flight.

For safety reasons, if you’re unable to understand or follow safety instructions you will need to have someone travelling with you.

Oxygen assistance

Therapeutic oxygen

We can provide onboard therapeutic oxygen free of charge. You will need to complete our medical form at least 48 hours ahead of your flight to tell us the flow rate in litres per minute that you need.

Travelling with your portable oxygen concentrator (POC)

You can travel with your own POC as long as it’s approved and permitted for use on board. You do not need to complete our medical form.

The approved models are:

  • Airsep Focus
  • AirSep Free Style
  • Airsep Free Style 5
  • Airsep Lifestyle
  • Delphi.RS-00400
  • DeVilbiss Healthcare iGo
  • Inogen One
  • Inogen One G2
  • Inogen One G3
  • Inogen One G4
  • Inova Labs LifeChoice
  • Inova Labs Lifechoice Activox
  • International Biophysics LifeChoice
  • Invacare Solo2
  • Invacare XPO2
  • Oxlife Independence
  • Oxus RS-00400
  • Oxywell Oxygen System (model 4000)
  • Precision Medical EasyPulse
  • Respironics EverGo
  • Respironics SimplyGO
  • S8 AutoSetSpirit
  • SeQuel Eclipse
  • eQuinox Oxygen System (model 4000)
  • SeQuel SAROS
  • VBOX Trooper

Before you travel with your POC

Please make sure you have sufficient batteries to last the entire journey (factoring in transit times and unexpected delays) as you can’t plug the POC into the in-seat power.

You can check other POCs into the hold as long as:

  • The POC is empty and free of pressure
  • The battery should be removed and packed separately, or
  • The POC should have a recessed battery terminal and the packed battery terminals are prevented from touching metal objects, including other battery terminals.

Physician’s statement to travel with a POC

To meet UAE General Civil Aviation Authority (GCAA) regulations, you must bring a signed doctor’s statement with you to check-in on the day you travel.

You can download a sample doctor’s statement for the use of POC devices here.

The letter should state:

  • You have the physical and cognitive ability to see, hear and understand the device’s aural and visual cautions and warnings, and can take the appropriate action without assistance.
  • Whether or not oxygen is medically necessary for the entire flight or for a certain duration.
  • The maximum oxygen flow rate corresponding to the cabin pressure under normal operating conditions.

Flying with PAP or CPAP equipment, ventilator and respiratory devices

You can travel with positive airway pressure (PAP) or continuous positive airway pressure (CPAP) equipment on board without a medical form, unless you need further assistance. It will not count towards your total baggage limit.

  • The equipment must be within the approved size and weight limits so it can be used without blocking access and can be stowed safely in the cabin.
  • Please make sure you have sufficient batteries to last the journey (factoring in transit times and unexpected delays). However, you can plug PAP or CPAP devices into the in-seat power.
  • You can use the device at any time other than taxi, take-off and landing
  • For safety reasons, you can’t sit in an exit row seat.

Carrying PAP and CPAP batteries

  • Two fully charged spare batteries must be packaged securely and carried in the cabin. You can plug your device into the in seat power, but we can’t guarantee it will be available for the whole flight.
  • Batteries must be protected against short circuiting, such as recessed battery terminals or packaged to prevent the batteries from touching metal objects, including the terminals of other batteries.
  • If you’re bringing CPAP/PAP devices into the cabin but don’t intend to use it during the flight, the batteries must be removed and packaged separately.

Flying with an attendant or medical escort

Our cabin crew are on hand to help you get things from the overhead lockers or to help you move around the cabin. However, they are unable to lift you, help you with personal care or administer medication.

If you need further assistance, you need to book a fare for an attendant or a medical assistant.

For your comfort and safety, you will also need to fly with an attendant if:

  • You are unable to understand or respond to safety instructions.
  • You are unable to assist in your own evacuation from the aircraft.
  • You have severe hearing and vision impairments and cannot establish some means of communication with cabin crew.
  • You need to travel on a stretcher or with an incubator, or require medical attention during the flight.

If you need further medical assistance or you are flying with a medical condition, please complete our medical form at least 48 hours before you flight.

Flying with a guide dog or service dog

Your guide dog or service dog can fly with you free of charge. Depending on the route, they will either join you in the cabin or travel as cargo in a special area of the aircraft hold.

Flying with a service dog in the cabin

Service dogs and guide dogs can travel in the cabin on direct flights from European Union (EU) nations to Dubai, and between Dubai and the US and Canada. They can also travel in the cabin on routes between EU countries and the US, and on routes between Australia and New Zealand. To fly, your dog must be able to travel comfortably without blocking the aisles and emergency exits. For safety reasons we’re unable to offer you an exit row seat.

Flying with a service dog as cargo

UAE regulations mean that on all other routes into Dubai, service dogs must be carried as cargo. It’s also free of charge. Our world-class animal care team at Emirates Skycargo will make sure your service dog or guide dog is safe and comfortable.

Making a booking

Let us know if you plan to fly with your service dog at least 48 hours ahead of your flight. You need to make sure your guide dog or service dog has all the necessary health checks and permits before you travel, which may take a bit more time. Contact us and we’ll talk you through the arrangements.

Travel to and from the US

If you are travelling with a service animal on an Emirates flight either to or from the US, you will need to complete a U.S. Department of Transportation Service Animal Air Transportation Form before you travel to attest the animal’s health, training and behaviour. Additionally if your flight is longer than 8 hours, you will also need to submit a U.S. Department of Transportation Service Animal Relief Attestation Form to attest that the dog will not relieve itself in the aircraft or can do so in a sanitary manner. Once you download and complete the forms, please submit them here to our Special assistance team for review and we will contact you to confirm this is validated before you travel.

Complaint resolution officials

Complaint resolution officials (CRO) help you with any questions, issues or concerns about accessibility services and disability regulations during your travel to or from the US.

We have CROs at departure from the United States, Milan Malpensa (MXP), Athens, and in Dubai.

If you have any questions or concerns regarding our services, please ask to speak to a CRO. If your complaint is not resolved to your satisfaction with a CRO, you can refer it to the US Department of Transportation using the following contacts.

Aviation Consumer Protection Division Disability Hotline (toll free)

If our CRO is unable to resolve your concern to your satisfaction:

1-800-778-4838 (voice)

1-800-455-9880 (TTY)

Aviation Consumer Protection Division

If you have an issue with our service:

202-366-2220 (voice)

202-366-0511 (TTY)

Write to:
Air Consumer Protection Division, C-75
US Dept of Transportation
1200 New Jersey Avenue, SE.
Washington, DC 20590

The United States Department of Transportation's Final Rule on Non-Discrimination on the Basis of Disability in Air Travel applies to flights to and from the United States of America.

You can find a copy of this regulation in an accessible format on The United States Department of Transportation's website.

These services are not available for codeshare flights not operated by Emirates. Please contact the airline operating your flight to find out more.