Before you fly
Plan a smooth, safe and comfortable journey with our travel assistance and medical services.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
You can take a cane, crutches, or a walking stick on board and we’ll make sure it’s safely stowed.
You can ask to board the aircraft first if you’d like more time to get settled on the flight.
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.
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.
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.
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.
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.
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:
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:
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 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.
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:
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.
Your guide dog or psychiatric assistance dog (PSA) can travel with you free of charge. Depending on the route, they can travel with you in the cabin or as cargo in a special area of the aircraft hold. If you’re travelling with a service dog, you will need to pay an excess baggage fee.
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.
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.
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.
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 every airport on routes we serve that begin or end at a US airport. Our CROs are available in person or via telephone, during operating hours.
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 (Opens an external website in a new tab) 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) (US only)
+1-800-455-9880 (TTY) (US only)
Aviation Consumer Protection Division
If you have an issue with our service:
Air Consumer Protection Division, C-75
US Department of Transportation,
1200 New Jersey Avenue, SE.,
West Building, Room W96-432,
Washington, DC 20590
The US Department of Transportation's Final Rule on Non-Discrimination on the Basis of Disability in Air Travel applies to flights to and from the US.
You can find a copy of this regulation in an accessible format on The United States Department of Transportation's website (Opens an external website in a new tab). You may also request a copy of this regulation by using the contact information listed above.
US Airline Passengers with Disabilities Bill of Rights
The Airline Passengers with Disabilities Bill of Rights (Opens page in the same tab) describes the fundamental rights of air travellers with disabilities under the Air Carrier Access Act and its implementing regulation, 14 Code of Federal Regulations (CFR) Part 382.