Emirates Airlines has stepped up its efforts to provide better support services for travelers with hidden disabilities, including autism. The airline has trained over 24,000 global cabin crew and ground staff, collaborated with Dubai Airport to create a travel planner and autism-friendly route, and implemented additional measures to ensure passenger comfort onboard.
The Introduction to Autism and Hidden Disabilities training, launched in 2022, has been completed by more than 24,000 cabin crew and ground staff worldwide. The online course covers a range of topics, including the UAE National Policy for People of Determination, recognizing 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.
Autism spectrum disorder is a hidden disability that affects how people interact with others, communicate, learn, and behave. The disorder presents a wide range of symptoms, including various sensory needs. Emirates strives to facilitate planned and positive travel experiences for customers with autism, including minimizing noise, brightness, unfamiliarity, and busyness at the airport and on board.
Before the journey begins
Information in advance
Emirates has taken measures to support passengers with hidden disabilities, including providing information in advance to enable families to plan, rehearse, and feel more secure about their upcoming travel. To obtain information and assistance, passengers can visit Emirates.com’s Accessible Travel page or contact their local Emirates office.
Free Seat Selection and Bulkhead Seat for autistic passengers and companions
Emirates provides special assistance to passengers with hidden disabilities who disclose their condition. They are given the opportunity to choose suitable seats, including bulkhead seats located at the front and middle of the aircraft, for themselves and their companion. Emirates local offices can be contacted to request such accommodations.
Book with ‘DPNA code’ for extra support
A DPNA is a special service request (SSR) code in the airline industry specifically for passengers with intellectual or developmental disabilities. It can be added to a booking through various channels including in-person, via phone, or through a travel agent. Once the hidden disability is declared and the DPNA code is applied to the booking, the passenger will receive support throughout their journey from trained staff.
Study the ‘Autism Friendly Guide’ to Dubai International Airport
Emirates has partnered with Dubai International Airport to create a pre-travel planning tool specifically for passengers with hidden disabilities. The Autism Friendly Guide to Dubai International Airport is a comprehensive resource that offers a step-by-step explanation of the entire journey through the airport, from check-in to boarding. The guide includes detailed images and information on the available services to help make the travel experience more comfortable and stress-free for passengers with hidden disabilities.
Pre-order meals
Passengers who have sensory sensitivity may require special meals during their flight. Emirates offers options such as gluten-free, bland, vegetarian, and diabetic meals, which can be ordered on the Emirates website or app at least 24 hours prior to the flight. Families traveling with an autistic passenger can also contact the Emirates local office in advance to request special Kids Meals.
Pre plan what to watch on ice via Emirates app
Passengers can plan and pre-select their preferred movies, TV shows, or music playlists before their flight by downloading the Emirates app. Once onboard, their customized playlist can be synced instantly to the ice system, allowing them to quickly settle into their flight with the comfort of familiar content.
Arrival to airport
Complimentary parking for 2 hours
Individuals with disabilities are eligible for free parking for up to two hours at all terminals of Dubai International Airport. Additionally, People of Determination taxis can be reserved by calling the toll-free number 80088088 through Dubai Taxi.
Collect the Hidden Disabilities Sunflower Lanyard
Emirates recognizes the Hidden Disabilities Sunflower as a universal symbol for hidden disabilities. Emirates staff wearing the Sunflower pins are trained to assist passengers with hidden disabilities, and travelers are encouraged to declare their hidden disability to these staff members. Passengers can collect a Sunflower Lanyard to wear during their airport journey or bring their own from home to receive support. Collection points for the Sunflower lanyards are available in dedicated areas in Terminals 1 and 2, and at the information desk in Departures at Terminal 3.
Autism Friendly Route
Emirates has created an Autism Friendly Route at Dubai International Airport (DXB) to assist People of Determination (POD) as they navigate the airport. The dedicated route includes access to priority lanes for check-in, passport control, security, and boarding. POD travelers can take advantage of this service by wearing the sunflower lanyard, which will help them identify specially trained staff equipped to support their needs. The staff members will be easily identifiable by their sunflower pins, which will increase visibility, communication, and support throughout the airport journey.
Priority boarding or board last if preferred
People who have declared their hidden disabilities to Emirates staff will be facilitated in boarding the aircraft first if they choose, or last if this more convenient.
Emirates Inflight Experience
Families with children are seated together
Emirates makes every effort to seat families with children together, and passengers who have declared their hidden disability will be seated beside their companion or guardian.
Noise cancelling earphones
Passengers with an aural sensory need in First and Business Class will have access to noise cancelling headphones to block out ambient cabin sounds. Travelers can also bring their own Bluetooth enabled headphones if preferred.
Light Sensitivity
If the customer, child or family member informs Emirates cabin crew about a light sensitivity, cabin crew can turn off the passenger’s individual light, close the window blind after take-off, and explain that the cabin lights will be dimmed as soon as the meal services are completed.
Get busy with puzzles in Fly with Me magazine
Young children onboard who need a screen break or distraction can request a copy of the Emirates ‘Fly with Me’ activity pack, with its own pack of non-toxic coloring pencils, featuring kid-friendly world maps, puzzles, drawing tutorials, coloring pages, educational activities about Dubai and protecting the environment.
Choose your entertainment on ice
Emirates offers passengers an extensive entertainment library with over 5,000 channels of on demand entertainment, including more than 1,900 movies, 1,500 hours of TV, and music, podcasts, and audiobooks in 40 languages. Passengers can also enjoy five channels of live TV, including news from BBC, CNN, and Sky News Arabia, and two channels with live sports coverage: Sport 24 and Sport 24 Extra. Ice also offers up to 100 video games, some of which can be played by two players in different seats.
Emirates works with various stakeholders, such as Dubai Airports, General Directorate of Residency and Foreigners Affairs, Dubai Customs, Dubai Police, Dubai Autism Centre, and Dubai Economy and Tourism, to enhance the travel experience for passengers with hidden disabilities. The airline is committed to creating a world where neurodivergent individuals feel accepted, included, and empowered. World Autism Awareness Day is celebrated annually on April 2.
