Emirates Unveils Groundbreaking Services and Products for Customers with Disabilities
Emirates has taken significant steps to enhance the travel experience for customers with disabilities, unveiling a suite of new services and products at the 7th edition of the AccessAbilities Expo in Dubai. These innovations aim to empower travelers with confidence, ensuring that accessibility and inclusivity are at the forefront of their journey.
New ‘Accessible & Inclusive Travel Hub’ on Emirates.com
One of the most notable introductions is the Accessible & Inclusive Travel Hub, a dedicated section on emirates.com. This hub serves as a comprehensive resource for travelers with various accessibility needs, offering detailed information to help them plan their journeys effectively. The hub features accessible navigation, allowing users to easily find relevant information based on their specific requirements.
The design of the hub was developed over a year, focusing on creating a seamless visual style and user-friendly navigation options. It is built on a token-based architecture, enabling easy updates and customization. The color palette is rigorously tested for contrast compliance, and designs are evaluated with assistive technologies like screen readers, voice control, and keyboard navigation.
Travelers can explore the hub by disability type—such as Mobility Assistance, Visual Impairment, Hearing Impairment, and Hidden Disabilities—or by specific parts of their journey: Before your flight, Departure from Dubai, Onboard your flight, Connecting in Dubai, and Arriving in Dubai. There’s also an option to browse by specific needs, such as booking special assistance, using autism-friendly guides, or accessing sensory guides at Dubai Airport (DXB).
The hub includes sections on Travelling with a Wheelchair and Mobility Aids and Medical Travel, offering guidance on applying for a Frequent Traveller Medical Card (FREMEC) for those with medical conditions. Additionally, there are resources for Family Travel, covering topics like traveling with children, during pregnancy, and unaccompanied minors.
New Sensory Products & Fidget Toys Available Onboard
Starting from 1 November 2025, Emirates will introduce a range of sensory products and fidget toys available onboard in all cabin classes. These items are designed to provide controlled stimulation for neurodivergent individuals, helping them stay calm and focused during flights.
The products include a tactile stress reliever shaped like an aircraft, two types of fidget cubes, and a branded aircraft rubber popper. These items will be offered to passengers who are neurodiverse, those struggling onboard, or even nervous flyers if appropriate.
New Mattress in Business Class to Enhance Comfort
In Business Class, Emirates has introduced a new ‘mattress hood’ to improve comfort for passengers with mobility needs. This enhancement allows the mattress to be more securely attached to the seat, eliminating the need for cabin crew to collect it before landing. For passengers with severe mobility disabilities, this provides greater comfort and reduces disruption during the flight.
Accessibility Features on Inflight Entertainment – ice
Emirates continues to set industry standards for accessibility, offering over 600 movies with Closed Captions and 200 movies with Audio Description. The airline’s headphones are compatible with hearing aids when set to the ‘T’ position. To promote relaxation, there are 12 channels of Wellbeing TV and 31 channels of Happiness and Wellbeing podcasts and playlists, including meditations and soothing sounds.
Onboard the Airbus A350-900, the ice system features a redesigned user interface in partnership with Thales and advocacy groups for visually impaired customers. This ensures an intuitive inflight entertainment experience, with features like audio-cue navigation, voice metadata feedback, and touch/swipe gestures.
Improved Barrier-Free Access and Biometrics in Dubai
At Dubai International Airport (DXB), Emirates has enhanced access for passengers with disabilities. A smart corridor in Terminal 3 now features barrier-free design and biometric systems, allowing for smooth, independent movement. The area includes flexible camera coverage that self-adjusts to accommodate wheelchair users and others with mobility challenges.
Self-service check-in kiosks have also been upgraded with text-to-speech functionality, improved touchscreen usability, braille and tactile features, headphone jacks, and height-adjustable settings.
Emirates Accessible Chauffeur Drive Service
Emirates has launched a new prototype for a fleet of 10 wheelchair-accessible vehicles, to be introduced by early 2026. The Mercedes V250 Van features an electric wheelchair lift and ramp, providing safe and seamless transportation for passengers with mobility needs. The chauffeur drivers are being trained to support customers with disabilities, and the service is currently available for First and Business Class customers in Dubai.
Research & Innovation – Initiatives for Accessible Travel
Emirates’ innovation teams are continuously developing solutions to improve accessibility. One initiative involves collaboration with Airbus to make the cabin more accessible through the use of QR codes that provide audio descriptions and haptic feedback for passengers with visual impairments.
Emirates’ Focus on Accessible Travel
Emirates is committed to making travel more inclusive and accessible. As part of this effort, the airline established a dedicated Office of Accessibility and Inclusion and became the World’s First Autism Certified Airline in March 2025. Over 35,000 staff have been trained to support customers with autism, and the Travel Rehearsal initiative has been implemented in 17 countries to help customers practice airport procedures before traveling.
Emirates also focuses on designing policies, processes, and products with dignity in mind. The airline has introduced new accessibility policies, improved call center processes, and launched the Accessible & Inclusive Travel Hub to support customer needs. These efforts reflect a commitment to advancing accessibility through innovation and collaboration with global partners.
