Emirates Introduces New Services to Support Passengers with Accessibility Needs

Emirates Introduces New Services and Enhancements for Passengers with Accessibility Needs

Emirates has unveiled a suite of services and products designed for passengers with accessibility requirements at the 7th AccessAbilities Expo, held at the Dubai World Trade Centre. The new offerings aim to support travellers with disabilities across the entire journey, from planning to onboard and airport experiences.

Accessible & Inclusive Travel Hub

Emirates launched a new Accessible & Inclusive Travel Hub on emirates.com, providing information and guidance for travelers with varying accessibility needs. The hub enables customers to explore services by disability type—mobility assistance, visual impairment, hearing impairment, and hidden disabilities—or by journey stage, including pre-flight, departure from Dubai, onboard, connecting in Dubai, and arrival.

The hub also features dedicated sections for travellers with wheelchairs and mobility aids, medical travel, and family travel, including unaccompanied minors, pregnant travellers, and children. The website has been designed for easy navigation, compatibility with assistive technologies, and compliance with accessibility standards.

Onboard Sensory Products and Fidget Toys

From November 1, 2025, Emirates will provide a range of sensory products and fidget toys onboard, designed for passengers of all ages. These include tactile stress relievers, fidget cubes, and aircraft-themed poppers, which are offered to neurodiverse passengers or travelers who require calming aids.

Business Class Mattress Enhancement

Emirates has introduced a new mattress hood in Business Class, which secures the mattress to the seat, allowing passengers with limited mobility to rest without interruption during the flight. The product is approved for take-off and landing.

In-Flight Entertainment Accessibility

The in-flight entertainment system now offers over 600 movies with closed captions and 200 with audio description. Headphones are compatible with hearing aids. A redesigned interface provides navigation support for visually impaired customers, including audio cues and touch gestures. Wellbeing channels and podcasts are also available.

Airport Enhancements in Dubai

At Dubai International Airport’s Terminal 3, Emirates has enhanced barrier-free access and biometric facilities, facilitating independent movement for passengers with disabilities. Self-service check-in kiosks now feature text-to-speech functionality, braille, tactile input, and adjustable height options.

Accessible Chauffeur Drive Service

A new wheelchair-accessible Mercedes V250 van has been introduced as part of Emirates’ Chauffeur Drive service, featuring an electric lift and safety restraints. Training for drivers on mobility assistance is ongoing, and the service is expected to expand with a fleet of 10 vehicles by early 2026.

Research and Innovation

Emirates continues to explore innovations for accessible travel, including technology collaborations with Airbus to support independent navigation for visually impaired passengers using discreet QR codes and audio guidance.

Accessibility and Inclusion Focus

Emirates maintains a dedicated Office of Accessibility and Inclusion, has trained over 35,000 staff, and launched initiatives such as Travel Rehearsal across 17 countries. The airline has also introduced policies, processes, and products designed to empower travelers with accessibility requirements, working with international partners to standardize and improve services across all touchpoints.

Emirates’ efforts aim to create a consistent, inclusive experience across online platforms, call centers, airports, and in-flight services, ensuring accessibility remains a key part of the travel experience.