PERTH, AUSTRALIA – 4 September 2026 – Emirates has hosted Travel Rehearsal events across Australia, including a session in Perth, delivering immersive airport and onboard simulations designed to support neurodiverse passengers and their families to fly with confidence. The initiative marks a significant milestone in the airline’s commitment to making travel more inclusive and less overwhelming.

The Perth session follows Travel Rehearsal events held in Brisbane and Melbourne. The simulation sessions offer neurodiverse passengers the opportunity to experience the entire travel journey in a calm and supportive environment. The initial sessions welcomed 18 participants and their families across both cities.

Dean Cleaver, Regional Sales Manager at Emirates said: “Our promise to ‘Fly Better’ extends to every passenger, and we are incredibly proud to bring the Travel Rehearsal initiative to Australia. These events are a credit to the fantastic collaboration with our airport partners and local community advocates, who share our vision for truly accessible travel. Seeing the confidence it builds for families first-hand is a testament to its importance.

“We have already done these events Melbourne and Brisbane and Perth is a really special one as the participants have got on board. We are really excited about this initiative and will continue to do it across all our Australian gateways.”

The Perth event saw participants complete a comprehensive end-to-end simulation - from check-in, passport control, and security screening to a visit to the sensory room, before boarding a static aircraft for a full onboard safety briefing and cabin familiarisation. The Melbourne event focused on the departure processes, helping families gain familiarity with the earliest stages of their journey.

Kate Holsgrove, Chief Commercial & Aviation Officer, Perth Airport, added: “Hosting tours at Perth Airport in partnership with Emirates gives families the opportunity to experience the airport environment in a practical and supportive way, helping to reduce travel anxiety and build confidence ahead of their journey.

“Creating an inclusive and accessible experience for all travellers is a priority for us, and we are proud to support a program that delivers such a meaningful benefit to our community."

The Wallace Family who took part in the Travel Rehearsal with Emirates, said: “We think it’s really important for kids with neurodiversity to experience what it is going to be like, particularly going on a long-haul flight, like we are next week. I think its unbeatable for kids and families!”

A Holistic Approach to Inclusive Travel

Beyond the Travel Rehearsal event, Emirates continues to enhance its accessibility offering. In April 2025, Emirates achieved its Autism Certified Airline™ designation, with more than 30,000 cabin crew and ground staff worldwide completing specialised training to better support customers with autism and sensory sensitivities.

Passengers can plan their journey using the dedicated Accessible & Inclusive Travel Hub on emirates.com and can expect sensory-friendly products and fidget tools onboard. The airline's award-winning ice entertainment system features over 600 movies with closed captions and 200 with audio descriptions. At Dubai International Airport, customers can use a dedicated Autism Friendly Route to ensure a smoother transit.

Ongoing Commitment to Australia

Emirates has been deeply committed to Australia for nearly three decades, and its investment goes well beyond the flights it operates. The airline operates 70 direct weekly services to and from five Australian gateways: Sydney, Melbourne, Brisbane, Perth, and Adelaide. Since December 2025, all five Australian cities in Emirates’ network have offered Emirates’ next-generation aircrafts, amounting to over 5,000 weekly Premium Economy seats between Australia and Dubai.

Emirates has also invested over $230 million into a formidable portfolio of sponsorships across sports and the arts in Australia, including the Australian Open, Collingwood Football Club, and the Sydney Symphony Orchestra.

In 2025, Emirates also launched its Force for Good program in Australia in partnership with the Australian Tennis Foundation. The initiative will introduce tennis to disadvantaged youth over five years and in the five cities the airline flies to. In last year alone, the program offered more than 6,500 opportunities to play tennis across over 50 schools and community courts.

For more information, visit the Accessible & Inclusive Travel Hub on emirates.com.

This marks Emirates' second travel rehearsal in the Philippines, following the first in Cebu in June, as part of Emirates' commitment to making travel more accessible for all.

The programme has brought together 22 students, their parents and guardians, and eight teachers from Hand Prints School of Progressive Education and Beyond Play Learning Center for a guided walkthrough of airport procedures and the travel process.

During the three-hour rehearsal, participants were guided through key stages of the airport journey, from check-in and immigration to security screening, the departure concourse and a simulated boarding process at the gate. Along the way, Emirates personnel and airport partners explained each stage of travel, answered questions from families and introduced participants to the airport teams they would typically encounter during their journey.

For many neurodiverse children, the unfamiliar sights, sounds and routines of an airport can be overwhelming. Experiencing the airport journey in advance helps make the process more familiar, while giving parents and caregivers a clearer understanding of what to expect when they travel together.

The rehearsal was made possible through the collaboration of Clark International Airport, customer service teams, border control, the Office for Transportation Security and Emirates' airline ground handling partner, who worked together to deliver the end-to-end airport experience.

Khalid Al Zarooni, Emirates' Country Manager for the Philippines, said:

"Making travel more inclusive starts long before a customer boards a flight. It means recognising that every traveller experiences the airport differently and working with our partners to make travel more accessible. We're pleased to bring the Travel Rehearsal programme to Clark and hope it encourages more families to see travel as something they can enjoy together."

Emirates became the world's first Autism-Certified Airline in 2025 after more than 35,000 cabin crew and ground staff completed specialised autism awareness training. The training equips employees with a deeper understanding of autism, sensory sensitivities and practical ways to support customers with accessible travel requirements.

Since April 2025, Emirates' Airport Services teams have organised more than 40 Travel Rehearsals across airports in Europe, Africa, Asia, Australasia and the Americas, in addition to the airline's Dubai hub. Travel Rehearsals have since been conducted in cities including Accra, Athens, Bali, Barcelona, Brussels, Cebu, Christchurch, Da Nang, Delhi, Dubai, Hong Kong, Istanbul, London, Madrid, Paris, Sydney, Toronto and Vienna, with more locations joining the programme across Emirates' global network.

Uncertainty around airport and aircraft procedures, coupled with concerns on unknown sensory stimuli, are key concerns for travellers and families with accessibility requirements – a study on AutismTravel.com revealed that 78% of families report feeling hesitant to travel or visit new places. In its role as the world’s first Autism-Certified Airline, Emirates ideated the global Travel Rehearsal initiative, to help remove this barrier.

In Lusaka, Emirates collaborated with Kenneth Kaunda International Airport and AutistismTales Support Group to host children on the autism spectrum along with their carers on a simulated, real-time journey through the airport, practicing the actions of checking in, dropping baggage, going through immigration and security, and experiencing the hustle and bustle of retail and dining areas. 

Ahmad Ismail, Emirates’ Country Manager in Zambia said, “Our Travel Rehearsal programme is an important initiative to empower children and young adults with autism, by helping to make the airport and aircraft experience more predictable and reassuring. We are proud to bring it to Zambia and would like to extend our thanks to the full airport community at Kenneth Kaunda International Airport, and AutistismTales Support Group for their role in this pioneering event, and to the Emirates Airport Services management and team in Lusaka who were instrumental in hosting this simulation.”

Urvesh Desai, Managing Director of Zambia Airports Corporation Limited (ZACL), welcomed the initiative and reaffirmed the Corporation’s commitment to inclusive and accessible travel experiences:

“At Zambia Airports Corporation Limited, we believe that every passenger deserves a seamless, dignified, and enjoyable travel experience. Inclusion is therefore not simply a customer service consideration, but a fundamental component of how we design, operate and continuously improve our airports.

As airport operators, we recognise that passengers with autism and other hidden disabilities may face unique challenges when travelling. Initiatives such as this travel rehearsal are invaluable in helping airports, airlines and other stakeholders better prepare and reduce travel-related anxiety and create a more supportive and predictable journey for passengers and their families.”

Nyakandata Mwaba, Founder of AutistismTales Support Group and a mother of a neurodiverse child and three others, explained that travel can be difficult for people on the spectrum and their families as they experience a lot of challenges such as unfamiliar spaces and awareness levels among service providers. She noted that preparedness on both sides was important in making travel accessible and comfortable for them: “This initiative by Emirates is definitely encouraging and we are in a better space to travel knowing we can find some understanding and accommodations.”

Bupe Masenga, another parent and avid traveller whose son is yet to make his first trip, described the experience as “something that needed to be done,” and to “see the areas that needed attention or things that can be done to accommodate children on the spectrum.”

“It was awesome because he has learnt what to do, how to board a plane, handle the luggage and everything. The whole experience was beautiful, and we are very ready to travel,” said Alice Bweupe, mother to a six-year-old son.

“I came with my two kids to just have a whole airport experience before travel and it has been such a great experience,” said Chimfwembe, a grateful mother who noted that the initiative helped to broaden the children's perspective on travel. 

Since April 2025, Emirates’ Airport Services teams have come together to arrange more than 40 of these travel rehearsals across airports like Accra, Athens, Bali, Bangalore, Barcelona, Bologna, Brussels, Christchurch, Da Nang, Delhi, Dubai, Dublin, Durban, Düsseldorf, Edinburgh, Glasgow, Guangzhou, Hanoi, Harare, Hong Kong, Istanbul, London, Lusaka, Madrid, Mauritius, Milan, Newcastle, Nice, Orlando, Oslo, Paris, Peshawar, Port Luis, Rome, Stansted, Stockholm, Sydney, Toronto, Trivandrum, Venice, Vienna, Washington, and Warsaw.

More than 35,000 Emirates staff have been trained to support customers with autism and can help facilitate travel, and Travel Rehearsals. Emirates teams work very closely with airport authorities and partners to make sure each rehearsal is a supportive and successful experience for the families.

The Travel Rehearsal programme allows people with accessible travel requirements to experience a guided simulation of the complete air travel journey, familiarising them with airport procedures and onboard environments ahead of time – helping reduce anxiety and build confidence before an actual flight. This is the first-of-its-kind initiative conducted at Antananarivo’s airport, organised by Emirates and supported by airport stakeholders in addition to other partners.

Emirates partnered with Zaz Heureux School from where ten children with autism and their families experienced the travel journey with Emirates at the Ivato International Airport, from check-in to the departure gate. Supported by airport and airline staff, the students and their families walked through check-in, security and the departure lounge. They also experienced immigration, luggage pick-up and meet and greet supported by pre‑arranged officers who answered questions from families.

A highlight of the rehearsal was a guided tour of an Emirates’ aircraft with many participants relaxed and fully engaged while seated onboard. As part of Emirates’ “Accessible Travel for All” approach, the Travel Rehearsal programme aims to make air travel more predictable and comfortable for individuals who are neurodivergent.

Oomar Ramtoola, Emirates’ Manager for the Indian Ocean Islands said: “We are proud to have completed our first travel rehearsal in Madagascar, aiming to reduce travel anxiety and create seamless journeys for people with neurodivergence. I would like to thank Emirates’ Airport Services Management and team at Ivato International Airport (TNR) and all our other partners for their ongoing support and guidance, which made this rehearsal possible. As the world’s first Autism-Certified Airline, we will continue to champion accessible travel in Madagascar and across our network, empowering more people to explore the world with ease and confidence.”

Accessible Travel for All

Emirates became the world’s first Autism-Certified Airline after more than 35,000 cabin crew and ground staff completed specialised autism awareness training. The programme equips employees with in-depth knowledge of the autism spectrum, common misconceptions, challenges faced during travel, and personalised support strategies tailored to individual passenger needs.

Since April 2025, Emirates’ Airport Services teams have come together to arrange 40 of these travel rehearsals across airports in Europe, Africa, Asia, Australasia and the Americas in addition to the airline’s Dubai hub. 

So far travel rehearsals were conducted in conjunction with local organisations, schools and airport teams in cities such as Accra, Athens, Bali, Barcelona, Bologna, Brussels, Christchurch, Da Nang, Delhi, Dubai, Dublin, Durban, Düsseldorf, Edinburgh, Glasgow, Guangzhou, Harare, Hong Kong, Istanbul, London, Madrid, Milan, Newcastle, Nice, Orlando, Oslo, Paris, Peshawar, Port Luis, Rome, Stansted, Stockholm, Sydney, Toronto, Venice, Vienna, and Warsaw.

After the initial Emirates Travel Rehearsals in Dubai resulted in positive feedback from families, schools and autism organisations; the Emirates Office of Accessibility & Inclusion formulated the travel rehearsal into an official programme, to be rolled out across its global network.

Since April 2025, Emirates’ Airport Services teams have come together to arrange more than 40 of these travel rehearsals across airports like Accra, Athens, Bali, Bangalore, Barcelona, Bologna, Brussels, Cairo, Christchurch, Da Nang, Delhi, Dubai, Dublin, Durban, Düsseldorf, Edinburgh, Glasgow, Guangzhou, Hanoi, Harare, Hong Kong, Istanbul, London, Luanda, Madrid, Mauritius, Milan, Newcastle, Nice, Orlando, Oslo, Paris, Peshawar, Port Luis, Rome, Stansted, Stockholm, Sydney, Toronto, Trivandrum, Venice and Vienna.

More than 35,000 Emirates staff have been trained to support customers with autism and can help facilitate travel, and Travel Rehearsals. Emirates teams work very closely with airport authorities and partners to make sure each rehearsal is a supportive and successful experience for the families.

Sami Aqil Abdullah, Senior Vice President, Emirates Airport Services Outstation & Business Support, commented;

‘The Emirates Travel Rehearsal programme has been a resounding success across 6 continents, with impressive collaboration and drive shown by all stakeholders, from our own Emirates teams to our airport partners, and the parents and teachers who trusted us to support their children. We will continue to amplify this success with more locations, more teams involved, and more families positively impacted and empowered to fly with confidence.’

What is an Emirates Travel Rehearsal?

As the world’s first autism certified airline, Emirates is aware that for many families, international air travel is a highly challenging experience, or something to be avoided completely due to the high level of sensory stimuli that is involved. A survey on AutismTravel.com revealed that 78% of families are hesitant to travel or visit new locations for these reasons. For many people with autism, planning and predictability is critical – and an airport represents a world of unknown processes and stimuli.

Emirates Travel Rehearsals are a purposeful community collaboration and learning exercise arranged by Emirates, with the support of international airport teams, Border Control and Security teams, and schools and centres for autism based all around the world. The travel rehearsals empower neurodivergent people to participate in a real-time journey through the airport, practicing the actions of checking in, dropping baggage, going through immigration and security, and experiencing the hustle and bustle of retail and dining areas. While familiarising themselves with the airport, participants are also issued mock boarding passes and given the chance to meet the many uniformed staff encountered along the way. In some airports, Emirates’ teams managed to arrange access to real aircraft for the children and young adults.

Positive feedback from participants

Now on an international level - parents, therapists, teachers, young adults and children involved in the travel rehearsals so far have reported to Emirates that the experience has been invaluable in helping them have a safe and successful flight, by offering the comfort of preparation and familiarity, as well as trained staff to support.

“The relief experienced when institutions like Emirates have considered children with neurological differences in their operational strategies! To know a parent is welcomed with massive support during travels is such a beautiful feeling. It’s like a road to freedom for my child.” From an Autism Center founder and parent, Accra.

“Now I am not afraid anymore! Maybe we can fly again next year. Before it was terrible. But now I can leave my fears somewhere else.” From Noah in Dusseldorf, 13 years old.

“A real highlight of the day was watching the Emirates A350 arrive on stand, with the Captains waving to the children - a moment that sparked huge excitement. By the end of the evening, smiles were everywhere, and the atmosphere was filled with pride and joy. The children headed home with their bags they had “checked in,” filled with Emirates goodies, making the experience even more memorable. ​It was an incredibly rewarding day, and we’re grateful to everyone who took part and supported this.”  From an Autism Group Leader, Edinburgh.

“It is heartwarming to see and feel that in this busy world, there is still time taken to think of those who need just a little extra care. Thanks to this experience, our child can finally form a real picture of what to expect from an air‑travel holiday, because with explanations alone, he simply cannot imagine it. We found it incredibly fun and very helpful to experience this together with our son! Thank you!” From a Parent in Brussels.

“Interesting! I was allowed to control the baggage belt. Everything was great. Especially the picnic room (lounge), the weapon control (security), the aircraft, just everything!” From Oskar in Dusseldorf, 7 years old.

“Thank you for yesterday’s experience. From what participants have said, I think it couldn’t have been better, Mario is still saying that it was the best day of his life.” Parent from Fundación Friends, Barcelona.

“The effort that Emirates put into creating more awareness, understanding, and sensitivity towards people with an invisible disability deserves the highest appreciation. Your approach shows insight, respect, and genuine commitment, making the world a better place and the lives of people with disabilities more liveable. It is inspiring to see how much care and attention you put into this. Hopefully, other airlines will follow your example, and awareness for people with disabilities will continue to grow. Thank you very much for this wonderful experience.” From an Autism Group leader in Brussels.

“Unusual, I have never been to an airport. Very strange bus, it had doors on both sides. Cockpit was very cool! I was surprised to receive a present, I was very happy! Everything was unusual but fine and I could understand everything what was explained.” From Erik in Dusseldorf, 19 years old.

‘I was buzzing with excitement as the day approached with my students. Emirates’ team were incredibly welcoming and supportive, going above and beyond to make our travel experience both exciting and comfortable. From sensory-friendly spaces to tailored support, every detail was thoughtful. We had so much fun with the staff they truly understood us and were thrilled to have us. Thanks for making it a memorable day’. From a Class Teacher in Accra.

“The experience you’ve given us is invaluable. We continue to be overwhelmed by the welcome we received. We loved all the details and preparation of the tickets at check-in, controls, boarding, and meeting the crew. We consider it a very significant step forward. The boys and girls came back very happy and after a week they are still remembering and talking about the visit. The feedback from families has also been very positive.” Representative from the Fundación Aucavi, Madrid.

“Thank you can feel so light at times like these. To think of our children with autism was such an honor for families. You unpacked travel aspirations they have, their desired destinations. One parent said they never ever asked their son where he would like to visit thinking he knows no destinations.” Representative from the Regional Development Office for Autism, South Africa

“Thank you, Emirates. It helped us a lot that we could go through the check-in process all the way to boarding the plane (the problem for us was/is the transportation on the passenger bridge, but now we know that it’ll be fine for our child too). Special thanks for your hospitality, and for the patience of Emirates staff. Our little boy had a great desire to board a plane, we returned home enriched with positive experiences. He also went to school today in the hat he received.” Parent from Hungary

“I haven’t travelled in ten years out of fear for my child. After this experience, I feel more confident and hope to plan a trip with him.” Parent from Angola

“A million thanks for organizing, your team was incredibly professional and kind. My gratitude to the crew member who showed Nore around, it made his day! He was also over the moon with the goodie bag he received, his smile got bigger and bigger as we reached home. You really did an amazing job when he finished his day by raising his arms and shouted: “I love being an autist”!” Parent of Nore from Oslo.

“It was more than an airport experience. It was a gesture of respect, care, and recognition of everyone’s right to belonging, to travel, and to live fully. Each smile, each achievement, and each emotional glance from our little ones and their families revealed the true meaning of inclusion: creating safe, welcoming, and accessible spaces for everyone.” Doctor from Kuzola Mona Children Development Centre, Angola.

“Wow what an experience you provided our students on Friday. As a teacher of students with specialist needs for over 20 years this was one of the best things I have attended. Everyone commented on the care and attention from the whole Emirates team and the ground crew at Christchurch airport. We now have families who feel confident to give travel a go! Emirates aircraft model now has a new home, at the school reception.” Teacher from Pītau-Allenvale School, Christchurch.

Emirates’ continuous support for neurodiverse customers

Emirates will continue to arrange Travel Rehearsals across its global network throughout 2026, inviting more schools and centres to participate.

Emirates’ range of sensory products and fidget toys for customers of all ages continue to be available onboard in all cabin classes, for passengers who are neurodiverse, anyone who is struggling onboard or is a nervous traveller.

Emirates Accessible & Inclusive Travel Hub on Emirates.com has been designed to contain all the information needed for accessible and inclusive travel, featuring accessibility-friendly navigation that allows customers to find information easily and explore the many ways that Emirates can provide travel assistance and support. Aiming to reduce anxiety before travelling, customers can choose to view and explore sections by disability, including Hidden Disabilities. If preferred, customers can search by looking at specific parts of the journey, which have been clearly arranged – Before your flight, Departure from Dubai, Onboard your flight, Connecting in Dubai and Arriving in Dubai. A third option allows customers to browse by specific needs, including Prepare for travel with the autism-friendly guide and Explore Dubai Airport (DXB) Map and Sensory guides.

Denpasar, Indonesia, 20 February 2026 – Emirates, the world’s first Autism Certified Airline, has hosted its first “Travel Rehearsal” programme in Denpasar this week, aimed at making air travel more predictable and comfortable for individuals with accessible travel requirements.

As part of Emirates’ “Accessible Travel for All” approach, the Travel Rehearsal was first launched in the airline’s hub, Dubai, in 2024 with 30 families to reinforce Emirates’ commitment to making air travel more accessible and inclusive for all passengers. Since then, it has been brought to more cities worldwide, including Barcelona, Brisbane, Dubai, Manila, Madrid, Toronto, and now to Denpasar. To better understand autism, sensory sensitivities, and appropriate support mechanisms, more than 30,000 Emirates cabin crew and ground staff have undergone specialised training.

Bringing inclusive travel to life in Denpasar

On 18 February, the Travel Rehearsal welcomed 17 participants at the Denpasar International Airport (DPS) - eight children with autism along with guardians including teachers and a parent - who were invited to experience a guided simulation of the complete air travel journey. The session was designed to help neurodiverse children familiarise themselves with the travel process and reduce anxiety associated with sensory-rich airport environments. Participants were guided through each stage of the journey, including arrival at the International Drop Zone, check-in procedures, security screening, immigration, boarding, cabin seating and inflight experience, disembarkation, arrival immigration, baggage claim, customs clearance, and the final pick-up area. By experiencing these steps in advance, the children and their families gain confidence and reassurance before embarking on actual travel journeys.

Majid Al Falasi, Emirates County Manager Indonesia, said:

“Last year, Emirates became the world’s first Autism Certified Airline, demonstrating the airline's long-term commitment to accessible travel. Through the efforts of Emirates’ Autism Centre and their partners, we were fortunate enough to bring this travel rehearsal to Denpasar and play an active role in enhancing the travel experience for people with accessible travel requirements.

“We thank our partners for contributing to this initiative including PT JAS Airport Services (GHA), PT Angkasa Pura Indonesia, Immigration Authorities, Quarantine and Customs officials and CAA – Airport Authority Region IV. This milestone not only reflects Bali’s importance as a global destination, but also Emirates’ commitment to inclusive travel across its network.”

Beyond the airport, Emirates also promotes awareness of neurodiversity through its award-winning inflight entertainment system, ice. On an Emirates flight, passengers have access to curated films, documentaries, podcasts, and television content aimed at fostering understanding and inclusion among global audiences.

In April 2025, Emirates released a dedicated video showcasing its accessibility journey and the international rollout of the Travel Rehearsal programme. The film highlights the emotional realities faced by neurodiverse passengers and demonstrates how structured preparation and trained staff can significantly ease their travel experience.

As part of Emirates’ “Accessible Travel for All” approach, the Travel Rehearsal program aims to make air travel more predictable and comfortable for individuals with accessible travel requirements. By familiarizing families with airport procedures and onboard environments ahead of time, the programme helps reduce anxiety and build confidence before an actual flight.

Sami Aqil Abdullah, Senior Vice President, Emirates Airport Services Outstation & Business Support, emphasized that accessibility is a core standard across every stage of the customer journey: “Accessible travel is not a single initiative for Emirates; it is a systematic approach embedded into every step of the journey. Through the Travel Rehearsal program, we aim to eliminate pre-flight uncertainty for children with autism and their families, making the airport and aircraft experience more predictable and reassuring. Our Istanbul implementation demonstrates that accessibility is not only about assistance — it is about independence, confidence, and dignity.”

Highlighting the airline’s ongoing responsibility, he continued:
“Accessibility is not a finished goal — it is a commitment that continues to evolve. As the world’s first autism-certified airline, we are dedicated to improving inclusive travel experiences at every stage of the journey. By expanding the Travel Rehearsal program across global destinations including Istanbul, we are turning this commitment into meaningful, measurable action.
We thank our partners at Istanbul Airport (IGA) for their contribution to our initiative, and ensuring that people of disability receive the necessary care and support they require during their airport journey.”

A global journey of inclusive travel in Istanbul

During the Istanbul experience, participants walked through the full travel process — from airport transfers and check-in to passport control, lounge access, and an aircraft tour. The experience demonstrated how an Emirates journey unfolds smoothly and safely, from ground services to onboard, while fostering trust between trained Emirates teams and passengers with disabilities.

Emirates became the world’s first Autism-Certified Airline after more than 30,000 cabin crew and ground staff completed specialized autism awareness training. The programme equips employees with in-depth knowledge of the autism spectrum, common misconceptions, challenges faced during travel, and personalized support strategies tailored to individual passenger needs.

So far, Emirates has performed its travel rehearsal programme in Dubai, Barcelona, Brussels, Budapest, Christchurch, Durban, Istanbul, Luanda, Madrid, Nice, Oslo, Paris and Venice, with more destinations committing to the programme every month. 

About Emirates

Emirates began operations in 1985 and has grown into one of aviation's most awarded airlines. As the world's largest international airline as measured in revenue passenger kilometres RPKMs), it connects travellers to and through Dubai to more than 150 destinations across six continents on the world's largest fleets of Boeing 777s and Airbus A380s, alongside its newly introduced Airbus A350s.

Emirates remains synonymous with service and product excellence at every touchpoint, from its award-winning cabin experiences and regionally inspired cuisine to its industry-leading inflight entertainment system, ice.

Visit www.emirates.com for more information

Emirates’ latest services and enhancements for customers with accessibility requirements

New ‘Accessible & Inclusive Travel Hub’ on Emirates.com

Emirates new Accessible & Inclusive Travel Hub on the flagship Emirates.com, is designed to contain all the information needed for accessible and inclusive travel, featuring accessibility-friendly navigation that allows customers to find information easily and explore the many ways that Emirates can provide travel assistance and support. Emirates’ Accessible & Inclusive Travel Hub will continue to evolve and grow to meet customer needs.

Aiming to reduce anxiety before travelling, the Accessible & Inclusive Travel Hub spent a year in development, resulting in a design that features a seamless visual style and thoughtful and user-friendly navigation options. To provide consistent, inclusive experiences, the website is built on a token-based architecture to enable seamless updates and simplified customization. Even the colour palette is rigorously tested for contrast compliance to support clarity and readability, and designs are tested with assistive technologies such as screen readers, voice control, and keyboard navigation.

Customers can choose to view and explore sections by disability; including Mobility Assistance, Visual Impairment, Hearing Impairment and Hidden Disabilities. If preferred, customers can search by looking at specific parts of the journey, which have been clearly arranged – Before your flight, Departure from Dubai, Onboard your flight, Connecting in Dubai and Arriving in Dubai. A third option allows customers to browse by specific needs, including Book Special Assistance, Prepare for travel with the autism-friendly guide, Explore Dubai Airport (DXB) Map and Sensory guides, Find Emirates Support on Be My Eyes support app for people who are visually impaired, Apply for a Sanad tourist card to access helpful services in Dubai, and more.

There are also dedicated sections on Travelling with a Wheelchair and Mobility Aids, and detailed information on Medical Travel - Apply for a Frequent Traveller Medical Card (FREMEC) for customers who have medical conditions or are travelling with medications and medical devices. The new Accessible & Inclusive Travel Hub also features a section on Family Travel with clear information on Travelling with Children, Travelling during pregnancy, and Unaccompanied Minors travel.

The Emirates Accessible & Inclusive Travel Hub has been cleverly designed so that it can be seamlessly and swiftly updated with new information and improvements, as accessible travel requirements continue to evolve. In the design and build of the hub, Emirates utilised inclusive research methods including engaging a diverse range of users including those with disabilities, in the usability studies.

New Sensory Products & Fidget Toys available onboard

Emirates has designed a range of sensory products and fidget toys for customers of all ages that will be available onboard in all cabin classes, from 1 November 2025. Sensory products and fidget toys are widely recognised for their ability to offer controlled stimulation for neurodivergent minds, allowing an overstimulated system to calm and rebalance. To support customers in this situation, Emirates has designed a tactile stress reliever in the style of an aircraft, two types of fidget cube and a branded aircraft rubber popper. The items will be given to passengers who are neurodiverse, anyone who is struggling onboard, and even to nervous flyers if appropriate.

New Mattress in Business Class to enhance comfort and minimise disruption

In Business Class, Emirates has introduced a new product and process improvement which will positively impact customers with accessibility requirements – a new ‘mattress hood.’ This is an enhancement to Emirates’ existing mattress for customers who wish to relax or sleep in Business Class – where the new mattress now has a built in ‘hood’ which attaches the mattress to the seat more firmly – similar to a fitted sheet. As the mattress is now more secure on the seat, it no longer needs to be collected by cabin crew before landing. For customers with severe mobility disabilities who prefer not to be moved mid-flight, this will be a significant improvement to comfort onboard. Emirates’ new mattress hood is approved as an exception from a safety perspective for take-off and landing.

New Accessibility Features on Inflight Entertainment – ice

Emirates is committed to setting industry standards and accessibility for people with disabilities and now offers over 600 movies with ‘Closed Captions’ and 200 movies with ‘Audio Description’, offering accessibility to customers with visual impairment. Emirates headphones are also compatible with hearing aids when set to the ‘T’ position. To alleviate anxiety or enhance relaxation, there are 12 channels of Wellbeing TV and 31 channels of Happiness and Wellbeing podcasts and playlists, including meditations and soothing sounds.

Onboard Emirates latest aircraft, the Airbus A350-900, a new user interface on ice has been designed in partnership with Thales and advocacy groups for customers with visual impairment, to ensure all customers have an intuitive, high quality inflight entertainment experience. This imparts best practice experiences for customers who are blind or with low vision, including audio-cue navigation assistance, voice metadata feedback, touch and swipe gesturing support and presents the large selection of audio-descriptive (AD) content available on ice.

Improved Barrier Free Access and Biometrics in Dubai

In Emirates’ hub of Terminal 3, Dubai International (DXB), a smart corridor has been equipped with a barrier-free design and biometrics that allow for smooth, independent movement for passengers with disabilities. The area now features flexible camera coverage, meaning that the cameras can self-adjust to heights and angles without restricting or dictating person’s movement if they are in a wheelchair or have mobility issues.

The Emirates self-service check in kiosks have also been improved, with text to speech functionality, improved touchscreen usability, braille and tactile features, headphone jack for mobility and sight challenges, and the ability to self-adjust to accommodate the customers’ height.

Emirates Accessible Chauffeur Drive Service

Emirates also has a newly improved Emirates-branded wheelchair accessible vehicle which is now the prototype for a planned fleet of 10 vehicles, to be introduced by early 2026. The Chauffeur Drive vehicle is a Mercedes V250 Van featuring an electric wheelchair lift and ramp. The lift is a powered device which is designed to extend and lower onto ground level to safely raise the customer with their wheelchair into the vehicle in a seamless manner. Once inside, the additional safety restraints secure the customer who may have severe mobility disabilities. Emirates’ chauffeur drivers are currently being trained in mobility assistance and to support customers with disabilities. Currently, the wheelchair accessible vehicle is used for First and Business Class customers availing of chauffeur drive services based in Dubai, with plans to extend its availability in the future.

Research & Innovation - Initiatives for Accessible Travel

At Emirates,’ teams of innovation experts are dedicated to developing solutions for issues including Accessibility. The team has already produced several prototypes designed to benefit Emirates’ customers with accessibility requirements. One of the innovations that Emirates is exploring is a collaboration with Airbus, to make the cabin more accessible. Through the usage of a unique technology provider, the concept will facilitate independent travel for passengers who are blind or have low vision, using discreetly placed QR codes that can link to the customers’ phone and provide an audio description of the cabin and haptics to locate essential functions like seat rows, lavatories, emergency exits and even digital menus.

Emirates’ focus on Accessible Travel

Championing Change

Emirates is championing change in the aviation industry, with the goal of making travel more accessible and inclusive for everyone. As part of efforts to champion change, Emirates established a dedicated Office of Accessibility and Inclusion and became the World’s First Autism Certified Airline in March 2025. Emirates has trained more than 35,000 staff to support customers with autism and has introduced the ‘Travel Rehearsal’ initiative across 17 countries so far, allowing customers to practice the nuances of the airport experience before travelling.                    

Designing for Dignity

Emirates is engaged in designing new policies, processes and products with a focus on dignity of customers with accessibility requirements. Empowering all customers to fly with confidence, Emirates introduced a new Accessibility policy and commitment in recent years and implemented new processes in Call Centres to support customer requirements, launched the Accessible & Inclusive Travel Hub on Emirates.com to support the customer experience, and introduced many new products to support Accessible Travel in collaboration with direct feedback from communities and groups with accessible travel needs.

Advancing Accessibility 

Emirates continues to drive the accessible travel agenda forward in an evolving space, doing what is right and responsible, step by step and prioritising innovation. Emirates also works with an array of partners internationally to advance the accessible travel agenda – from legislators, to operators, to specific groups and communities, and global customers. Emirates also aims to advance accessibility by standardising global processes and creating consistency - online, in call centres, in airports and inflight.

Adel al Redha, Deputy President and COO, Emirates, said:

“Emirates has been driving and facilitating good progress in accessible travel, and it is part of our operational strategy. We continue to work on this mission to make travel more inclusive. At the beginning of 2024, we were recognised as a Certified Autism Center™. We have upskilled our teams and I am pleased to say that we are now the world’s first autism-certified airline, with 30, 000 frontline staff and cabin crew trained to support our customers with autism. Now we are also rolling out our Travel Rehearsal programme in cities across the globe, to break barriers and make travel accessible for everyone. This is part of our social and professional responsibility.”

Emirates’ Travel Rehearsals activated across 17 cities

Globally, Emirates has started rolling out its travel rehearsal programme to 17 cities including Barcelona, Brisbane, Budapest, Cebu, Christchurch, Dubai, Durban, Luanda, Madrid, Manila, Mauritius, Manchester, Montreal, Nice, Oslo, Paris and Toronto, with more destinations committing to the programme every month.

The Travel Rehearsal concept first began in 2023, as a community collaboration between Emirates, Dubai’s Department of Economy and Tourism, Dubai Airports, the General Directorate of Identity and Foreigners Affairs, Dubai Police and Dubai Customs, and several schools and centres for autism in Dubai, whose feedback was invaluable to the process.

The local schools and centres for autism including Safe Center for Autism, The New England Center for Children’s^® (NECC^®) Clinic, Rashid Center for People of Determination and Dubai Autism Centre were invited to Dubai International (DXB) to experience a simulation of an airport journey. The children and their teachers and carers got to practice checking in, dropping baggage, going through immigration and security, experiencing the hustle and bustle of Duty Free and familiarising themselves with the airport, boarding passes, and the many individuals encountered along the way.

Now on an international level, parents, therapists and teachers involved in the travel rehearsals have reported to Emirates that the experience has been invaluable in helping their child to have a safe and successful flight, by offering the comfort of preparation and familiarity, as well as trained staff to support.

Emirates is introducing the travel rehearsal initiative in many cities on its network, with partnering airports, authorities, local centers, and foundations. Currently, this is not a bookable service and is available on an invitation basis in collaboration with accredited centers.

Emirates is the world’s first Autism Certified Airline™

Emirates has achieved its goal of becoming the world’s first Autism Certified Airline™, by completing the training of 30,000 cabin crew and ground staff to understand and support customers with autism. The new training on autism and sensory awareness equips Emirates’ frontline staff with the understanding and skills to address needs of customers with autism and sensory sensitivities, along with their families. It aims to educate Emirates’ teams on the spectrum of autism, misconceptions and challenges faced, the myriad ways to assist customers dependent on their individual needs, and potential stimulus and triggers that staff should be aware of.

The inaugural designation will be awarded by the International Board of Credentialing and Continuing Education Standards (IBCCES), a leading organization in autism and neurodiversity training and certification. Emirates worked collaboratively with IBCCES for more than a year, to create the training after detailed reviews and a comprehensive audit. Using a data-driven approach, Emirates and IBCCES created a new blueprint for serving passengers with accessibility requirements, encompassing the entire journey – from ground services to in-flight services.

Emirates’ highlights Autism Awareness globally on ice

Throughout April, Emirates highlighted autism awareness to millions of global passengers on its award-winning inflight entertainment system, ice. The content included movies like Temple Grandin, Ezra and The Flight of Bryan, as well as podcasts about Dubai’s autism-friendly mission, documentaries like Copa 71, BBC docuseries Inside Our Autistic Minds, and Carl the Collector – a cartoon about a racoon character with autism.

The Year of Community – Dubai entities work together for Accessible Travel

For many people with autism, air travel is a challenging experience or something to be avoided completely, due to the high level of sensory stimuli that can be involved. A survey on AutismTravel.com revealed that 78% of families are hesitant to travel or visit new locations, and that 94% of respondents would take more vacations if they had access to places where staff are autism-trained and certified. Through global training and international initiatives, Emirates’ mission to make travel more inclusive and accessible for all also supports Dubai’s ambition to become the most accessible destination in the world.

Continuing to drive the accessible travel agenda forward, Emirates works in close collaboration with all its partners, which includes Dubai’s Department of Economy and Tourism (DET) to Dubai Airports, General Directorate of Identity and Foreigners Affairs, Dubai Police and Dubai Customs, working together to achieve important goals in inclusive and accessible travel.

Emirates’ Accessible Travel Information

In September 2024, Tracy Pearce, an outreach teacher with Sight Scotland based at the Royal Blind School in Edinburgh had an idea to reach out to Emirates with a request for eye shades, knowing that these are used by passengers travelling overnight onboard Emirates’ flights to 140 destinations. Tracy and her colleagues work with visually impaired children in Scotland, training teachers and support staff on how best to support young people who are blind or visually impaired. Tracy wrote passionately about the school, and how they often use eye shades during training activities, to simulate some effects of a visual impairment. The aim of these trainings is to encourage thought-provoking experiences, by taking part in everyday activities without vision. Tracy stressed how impactful this exercise can be for teachers and wondered whether Emirates could support.

Emirates’ PR and CSR team were able to locate eye shades to fulfil Tracy’s request, and encouraged Tracy to connect with her network of teachers across the UK so multiple requests could be fulfilled. Within a few days, Emirates had requests from more than 80 dedicated teachers across the UK, who shared that they would love to use the eye shades in trainings. By November, 12,250 First Class eyeshades had been distributed to schools and centres like Guide Dogs for the Blind Associations, Learning and Inclusion Centres, Sensory Service providers, Schools for the Low Vision Community and Habilitation services.

“These eye shades provide invaluable insight into the realities of living with a visual impairment. They are a crucial tool in our training sessions, allowing participants to experience first-hand the challenges faced by those with sight loss. We’re grateful to Emirates for their generous donation, which will make a significant difference in our ability to teach with empathy and expertise.”

Tracy Pearce, Outreach Teacher at Sight Scotland

Emirates’ inclusive services for blind and low vision customers

As part of a mission to make travel more inclusive and accessible for all, Emirates is currently also working with the Be My Eyes app for the blind and low vision community, making it the first airline in the world to launch the service. The Be My Eyes app provides accessible video support for customers, creating empathetic experiences for customers with disabilities. Customers can download the Be My Eyes app for free on their smartphones and by selecting Emirates from the company profile list on the app, are then able to place a call routed through the Emirates Call Centre for support via a live video call. The Emirates agent can then direct the customer on which direction to walk or what to do next. The Be My Eyes app has grown in popularity and is supported through 8 million volunteers who become the eyes for the blind and low vision community.

On Emirates’ newest aircraft, the Airbus A350, there is a new user interface on the inflight entertainment system ice for visually impaired customers, that imparts best practice experiences including audio-cue navigation assistance, voice metadata feedback, touch and swipe gesturing support and has a large selection of audio-descriptive (AD) content available, including movies and TV series.

Assistance for Emirates customers who are blind or visually impaired

Website Accessibility

Emirates is committed to making its digital experiences accessible to the broadest possible audience and are working to constantly improve the overall usability of the Emirates.com website, using the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA Success Criteria.

Making a booking

If a customer requires guidance though the airport and assistance on board, Emirates can support if the customer contacts their Local Office a few days before travel.

At the airport

Emirates has introduced accessible self-service kiosks at Dubai International Airport (DXB), in addition to at John F. Kennedy International Airport (JFK), and Los Angeles International Airport (LAX). The solution is designed to support passengers with diverse needs, including those with visual, hearing, and physical impairments, ensuring a more inclusive and seamless travel experience across key international hubs.

As part of this enhancement, Emirates introduced improved typography, contrast, and colour schemes to enhance readability and usability. Additionally, a text-to-speech capability has been integrated to assist customers with visual limitations, enabling them to navigate the application with greater ease and independence at Self-Service Kiosks (SSK).

Emirates can also arrange a meet and assist service from check‑in to the gate, or from the aircraft to onward transport at all airports. There are boarding announcements at the airport and customers can ask team members for information at any time.

Onboard

Emirates can provide individual safety briefings for flights. Emirates cabin crew will explain the safety procedures, exit locations, and how they can best assist, read the menu options and explain the placement of items in front of the customer.

Inflight entertainment

Many movies and TV shows onboard Emirates inflight entertainment system ice, have audio description to explain what’s happening in the scene. Before a flight, customers can explore what movies and TV shows with audio description are available in advance by checking the ice section on Emirates.com.

Travelling with a guide dog

Onboard Emirates, guide dogs or service dogs can fly with a customer for free, and on certain routes they can travel in the cabin. Customers need to inform Emirates at least 48 hours before a flight so arrangements can be made.

Emirates’ Accessible Travel Information & Sensory Guides

Accessible Travel for all

For many members of the global autism community, international air travel is a highly challenging experience, or something to be avoided completely, due to the high level of sensory stimuli that can be involved. A survey on AutismTravel.com revealed that 78% of families are hesitant to travel or visit new locations, and that 94% of respondents would take more vacations if they had access to places where staff are autism-trained and certified. As part of Emirates’ mission to make travel more inclusive and accessible for all, this significant step also supports Dubai’s ambition to become the most accessible destination in the world.

What is the Autism Certified Airline™ designation (ACA)?

Driven by its commitment to creating a welcoming travel experience for all customers including individuals with autism and those with sensory sensitivities, Emirates worked collaboratively with IBCCES, a leading organization in autism and neurodiversity training and certification, to conduct an onsite review and comprehensive audit.

As part of a vast research endeavour, IBCCES surveyed more than 14,000 people with a variety of disabilities, including people with autism, those with sensory sensitivities and their families and caregivers. The survey data was collated alongside numerous interviews, an International Air Transport Association (IATA) industry survey, and feedback from 1,200 industry professionals - helping develop the most beneficial standards for both passengers and airline staff. In addition to the feedback collated, IBCCES experts also conducted several Emirates flight audits on both long and short haul routes.

The collation of detailed data ensured input from key stakeholders including the lived experiences of people with autism, global thought leaders, industry professionals and healthcare experts - combined to create new industry standards that accommodate passengers with autism and sensory sensitivities during air travel. Using a data-driven approach, Emirates and IBCCES partnered to create a new blueprint for serving passengers with accessibility requirements, encompassing the entire journey – from ground services to in-flight services, and Emirates will lead the way in bringing these new standards into practice in aviation for the first time. The thorough certification process includes ensuring at least 80% of customer-facing staff complete the dedicated training, alongside a commitment to ongoing training and improvements.

Emirates’ autism and sensory-awareness training for more than 30,000 staff

As part of the designation, Emirates’ ground staff and cabin crew will undertake a new, focused training on autism and sensory awareness to equip them with the understanding and skills to address needs of travellers with autism and sensory sensitivities, along with their families. The training educates Emirates' teams on the spectrum of autism, misconceptions and challenges faced, the myriad ways to assist customers dependent on their individual needs, and potential stimulus and triggers that staff should be aware of. The new training builds on the foundations established by the Emirates ‘Introduction to Autism and Hidden Disabilities’ training, which was completed by 23,000 staff in 2023. 

Emirates’ new standards and services for customers with autism

Throughout 2025 and beyond, Emirates will be introducing new standards and services for customers with autism and sensory conditions that will ensure more enjoyable and accessible travel. One such service is the introduction of ‘sensory guides’ – digital aids developed as part of the audit conducted by IBCCES in collaboration with Emirates that empower travellers to make informed decisions about the various environments encountered, and plan what suits their needs and preferences. The guides were created by conducting comprehensive facilities audits across Dubai locations and the inflight experience, measuring sensory inputs in public areas such as sound levels, lighting, and potential sights and smells. Another development expected in 2025 will be the introduction of neurodiverse sensory products, for customers on Emirates flights - sensory fidget toys or aids that can encourage focus, help to reduce self stimulatory behaviour and de-stress.

Working together for Accessible Travel: Emirates, Dubai Airports and Dubai Tourism

In April 2024, Emirates achieved a Certified Autism Center™ Designation for all four of its Dubai Check In facilities including its dedicated hub in Terminal 3 at Dubai International Airport (DXB). In December 2023, Dubai Airport was celebrated as the first international airport to receive the Certified Autism Centre™ Designation. Continuing to drive the accessible travel agenda forward, Emirates’ new training programme, as well as new standards and protocols to be implemented in stages in 2025 and beyond, will enable neurodiverse customers to fly more comfortably. These achievements align with the Department of Economy and Tourism's (DET) vision of Dubai becoming the first Certified Autism Destination™ (CAD) in the Eastern Hemisphere. By working closely together - Emirates, the Department of Economy and Tourism, Dubai Airports, the General Directorate of Residency and Foreign Affairs, Dubai Police and Dubai Customs, are making significant inroads in inclusive and accessible travel.

About IBCCES

Delivering The Global Standard For Training and Certification in The Field of Cognitive Disorders – IBCCES provides a series of certifications that empower professionals to be leaders in their field and improve the outcomes for the individuals they serve. These programs are recognized around the world as the leading benchmark for training and certification in the areas of autism and other cognitive disorders. IBCCES partners with cities, destinations, and organizations on initiatives like the Certified Autism Destination™ (CAD) program, ensuring autistic and sensory-sensitive visitors feel welcomed and safe. Becoming a CAD means tourism, hospitality, and entertainment organizations complete autism and sensory sensitivity training and certification developed and delivered by IBCCES. IBCCES also created AutismTravel.com, a free online resource for families that lists certified destinations and connects families to other resources and each other.

Emirates’ Accessible Travel Information & Sensory Guides

At the event, Emirates unveiled new products and creative innovations such as a virtual reality airport tour, a sign language robot, a new protective transportation device for wheelchairs, an app that provides accessible video support to the visually impaired, sensory guides to the airport for neurodivergent customers, and a chauffeur drive vehicle fitted with an electric wheelchair lift amongst others.

Emirates has been committed to ensuring the end-to-end travel experience is accessible and inclusive for all travellers for many years, but this focus has been enhanced in 2024, following the milestone introduction of the Emirates Accessibility Policy, and launch of the Office of Accessibility and Inclusion within Emirates’ Customer Affairs and Service Audit division, which facilitates the strategy across the business and drives advocacy across aviation ecosystem partners. AccessAbilities Expo Dubai provided an ideal platform to showcase the many innovations and services that have been in long-term development at Emirates and for teams to connect directly to the Accessible Travel community in the region.

New Emirates accessibility services showcased at AccessAbilities Expo 2024

Emirates to be launched on the Be My Eyes app

Emirates will soon be integrated into the Be My Eyes app for the blind and low vision community, making it the first airline in the world to launch the service. The Be My Eyes app provides accessible video support for customers, creating empathetic experiences for customers with disabilities. Customers can download the Be My Eyes app for free on their smartphones and by selecting Emirates from the company profile list on the app, are then able to place a call routed through the Emirates Call Centre for support via a live video call. The Emirates agent can then direct the customer on which direction to walk or what to do next. The Be My Eyes app has grown in popularity and is supported through 8 million volunteers who become the eyes for the blind and low vision community.

Emirates’ Sensory Guide for Neurodivergent travellers

As part of many initiatives implemented for neurodivergent customers, Emirates has launched a new sensory guide in the form of an infographic for Emirates Terminal 3 in Dubai International Airport (DXB). The sensory guide is an educational, informative tool that has been developed in collaboration with the International Board of Credentialing and Continuing Education Standards (IBCCES) to identify sensory stimuli that customers may expect and experience across their journey through Terminal 3. The guide informs the customers of the potential intensity level of sensory stimuli such as sound, light, smell, touch and the presence of sudden noises or flashing lights at specific locations around the airport. The Emirates Sensory Guide will be available on the Accessible Travel page on Emirates.com.

Emirates’ Accessible Chauffeur Drive Service

At the expo, Emirates introduced attendees to the first Emirates-branded wheelchair accessible vehicle. The Chauffeur Drive vehicle is a Mercedes V250 Van featuring an electric wheelchair lift and ramp. The lift is a powered device which is designed to extend and lower onto ground level to safely raise a wheelchair and its occupant into the vehicle in a seamless manner. Once inside, the additional safety restraints secure the customer who may have severe mobility disabilities. Emirates’ chauffeur drivers are currently being trained in mobility assistance and lifting to support customers with disabilities. Currently, the wheelchair accessible vehicle is used for First and Business Class customers availing of chauffeur drive services based in Dubai, with plans to extend its availability in the future.

Emirates accessibility innovations in development showcased at AccessAbilities Expo 2024 

At Emirates’ own in-house Innovation Lab, teams of experts are dedicated to developing innovative solutions to issues, including Accessibility. The talented team has come up with several prototypes that could benefit Emirates’ customers with accessibility requirements. The prototypes below were showcased at AccessAbilities Expo 2024, where users could interact and trial the products, sharing their thoughts with the Innovation team.

Emirates’ Sign Language Robot

The sign language robot has been developed to provide information and guidance services for customers who are deaf or hearing impaired. Initial trials include training the robot to understand specific sign language phrases and gestures, so that it can respond with travel information like flight status, wayfinding in airports - easing travel anxiety for customers with disabilities. The robot has a screen that can showcase maps, directions and even an AI Emirati guide who signs back to the customer. Once fully developed, the aim is to extend the technology across different digital channels.

Emirates’ Virtual Reality Tour

The virtual reality tour is a digital travel rehearsal for customers with accessibility requirements, whereby a virtual reality headset allows the customer to explore and practice the journey through Emirates Terminal 3, Dubai International Airport (DXB) from any location. The virtual reality route highlights all the areas where inclusive services are applicable including the helpdesk offering the Sunflower Lanyard for hidden disabilities, the priority lanes for customers in the Immigration and Customs areas, the accessible biometrics boarding gates and more. In the future, the virtual reality tour has potential to be integrated into Emirates.com, whereby customers all around the world can access it in advance of their travel.

Emirates’ Wheelchair Cube

The new Emirates wheelchair cube concept seeks to provide a solution to the safe and secure transport of mobility aids and equipment. The cube solution keeps wheelchairs intact during transport and handling and can be securely restrained inside the aircraft for extra protection. The design recognises the critical importance of providing peace of mind for customers for whom a wheelchair is an extension of their physical body, is essential to their quality of life, and has often been modified and personalised to its owner at considerable expense.

Current Emirates accessibility services showcased at AccessAbilities Expo 2024

In-seat accessibility tools

At the Expo, Emirates showcased a row of Premium Economy seats, to show attendees the inflight accessibility tools that can make flying more comfortable including noise-cancellation headphones which can benefit neurodiverse customers, the onboard wheelchair that is used once a customer’s own wheelchair has been stored and secured, the scala combi which help customers with reduced mobility ascend and descend stairs, the easyglide and belt which help customers with mobility issues slide from the cabin wheelchair into their seat comfortably, and seat belt extensions when they may be required.

Accessible inflight entertainment

Over 20 years ago, Emirates was the first airline to use Closed Captions(CC) to assist the hearing impaired on its inflight entertainment, later also adding the Audio Description (AD) feature. Hundreds of movies on Emirates’ award-winning ice now offer these added features to aid customers with hearing, vision, and neurodiverse conditions. On the new A350 aircraft that Emirates will soon introduce into the fleet, the inflight entertainment system will have a user interface option designed specifically for people who are blind or have low vision.

Services and solutions for travellers with autism

For travellers with cognitive disabilities and sensory conditions, Emirates has been working hard on a series of initiatives including Certified Autism Center™ Designations for all four of its Dubai Check In facilities - Emirates City Check-in & Travel Store in DIFC, Emirates Cruise Check In - Port Rashid, Emirates Cruise Check In - Dubai Harbour and Emirates City Check-In Ajman, in addition to Emirates’ dedicated passenger hub in Terminal 3 at Dubai International Airport (DXB).This achievement builds on the recent recognition of Dubai International Airport as the first international airport to earn the designation from IBCCES and aligns with the Department of Economy and Tourism's (DET) vision of becoming the first Certified Autism Destination™ (CAD) in the Eastern hemisphere. Multiple services are available to customers identifying as neurodiverse to support their travel journey, from pre-travel guides to priority routes through the airport.

Video showcasing digital accessibility of Emirates platform

At the AccessAbilities Expo 2024, Emirates showcased the digital accessibility of Emirates.com via a dedicated video. The Emirates website has applied the highest standard of web content accessibility guidelines (WCAG) for the last 10 years and supports screen reader technologies. The Emirates digital team works with external consultants for regular independent audits to test the website’s accessibility. Emirates.com also features a 3D viewing tool and seat map, which can allow neurodiverse customers to explore their seat and the aircraft in advance.

Trainings for cabin crew and ground staff

More than 29,000 Emirates cabin crew and ground staff globally have completed the Emirates ‘Introduction to Autism and Hidden Disabilities’ training. The online course was first launched in 2022 and covers a range of topics from recognising autism, practical tips on how to assist passengers with hidden disabilities, responding with empathy, and information on the official support systems to help passengers in the airport. Currently, Emirates is refreshing the content and will expand inclusivity training and awareness programs for all Emirates employees and partner providers.

Working together with key entities

Emirates works closely with numerous entities to ensure leading practices across the travel journey, including the Department of Economy and Tourism, Dubai Airports, the General Directorate of Residency and Foreign Affairs, Dubai Police and Dubai Customs - reflecting Dubai's commitment to becoming the world’s best city for living and visiting, in line with Dubai’s D33 agenda.

Visit Emirates' Accessibility information page

The certification plaques were awarded by the International Board of Credentialing and Continuing Education Standards (IBCCES) to acknowledge that Emirates facilities in Dubai have taken significant steps towards making travel more inclusive and accessible to neurodiverse customers, meeting criteria required for a comfortable and supported travel experience. Presented by Myron Pincomb, CEO and Board Chairman of IBCCES; the plaques were formally received by Mohammed Mattar, Emirates DSVP Airport Services and his team, alongside representatives from Dubai’s Department of Economy and Tourism (DET).

As part of the designation, Emirates employees at the various facilities underwent specialized training on autism and sensory awareness, to equip them with the understanding and skills to address needs of autistic travellers or those with sensory sensitivities, along with their families. Comprehensive facilities audits were conducted across the locations, measuring all sensory inputs in public areas such as sound levels, lighting, and potential sights and smells to develop sensory guides, empowering travellers to make informed decisions and choose the environment that best suits their needs and preferences.

This achievement builds on the recent recognition of Dubai International Airport as the first international airport to earn the designation from IBCCES and aligns with the Department of Economy and Tourism's (DET) vision of becoming the first Certified Autism Destination™ (CAD) in the Middle East.

Emirates' City Check-Ins across Dubai offer a seamless and stress-free pre-airport experience in convenient and easily accessible locations, where Emirates customers can check in for flights up to 24 hours in advance, drop off luggage between four and 24 hours before departure, and choose between agent-assisted check-ins, robot-assisted check-ins, or self-service kiosks, allowing a more relaxed travel experience.

In collaboration with the General Directorate of Residency and Foreign Affairs, Dubai Police, Dubai Airports and Dubai Customs, Emirates are making travel more inclusive and accessible for all, reflecting Dubai's commitment to becoming a leading destination for travellers with diverse needs. 

IBCCES has also created AutismTravel.com, a free online resource for families that lists certified destinations and connects families to other resources and each other. Each destination listed on the site has met the CAC requirements.

About IBCCES

Delivering The Global Standard For Training and Certification in The Field of Cognitive Disorders – IBCCES provides a series of certifications that empower professionals to be leaders in their field and improve the outcomes for the individuals they serve. These programs are recognized around the world as the leading benchmark for training and certification in the areas of autism and other cognitive disorders.