Emirates launches new era of inclusive travel with accessibility-first services
New chauffeur service and aircraft features enhance comfort and independence for travellers
DUBAI – Empowering customers to travel with confidence, Emirates has launched a comprehensive range of new services and enhancements for people with disabilities at the 7th edition of AccessAbilities Expo in Dubai World Trade Centre.
The initiative includes a first-of-its-kind Accessible & Inclusive Travel Hub on Emirates.com, new onboard sensory products, an improved Business Class mattress design, enhanced inflight entertainment accessibility, and a fleet of wheelchair-accessible chauffeur vehicles.
These measures form part of Emirates’ ongoing efforts to advance inclusive travel and ensure passengers with different accessibility requirements can navigate every stage of their journey comfortably and independently.
Accessible Travel Hub
The newly launched Accessible & Inclusive Travel Hub on Emirates.com offers detailed, user-friendly information designed to support travellers with disabilities. The hub features accessibility-friendly navigation and allows users to browse by disability type, journey stage, or specific needs.
Sections are tailored to address diverse requirements including mobility assistance, visual and hearing impairments, and hidden disabilities. The site also includes clear guides on travelling with children, pregnancy, and medical devices, along with resources like Dubai Airport sensory maps and Be My Eyes app support for visually impaired users.
Developed over a year, the hub’s design incorporates a token-based architecture for seamless updates and has undergone rigorous testing with assistive technologies such as screen readers and voice control. Emirates engaged users with disabilities in usability studies to ensure the platform delivers real-world accessibility and ease of use.
Sensory kits and comfort enhancements
From 1 November 2025, Emirates will introduce sensory products and fidget toys onboard across all cabin classes. Designed to assist neurodivergent passengers or nervous flyers, these include tactile aircraft-shaped stress relievers, two styles of fidget cubes, and a branded aircraft popper. The airline says the kits can help passengers manage overstimulation and anxiety while flying.
Business Class customers will also benefit from a new “mattress hood” innovation that keeps the seat mattress firmly attached, allowing customers with limited mobility to remain comfortably settled during take-off and landing. The fitted-sheet-style design removes the need for mid-flight repositioning, enhancing both safety and comfort.
Accessible entertainment and onboard tech
Emirates has expanded accessibility on its inflight entertainment system, ice, now offering more than 600 movies with closed captions and 200 with audio descriptions. Headphones are compatible with hearing aids when set to the ‘T’ position, and a range of wellbeing content is available, including relaxation podcasts and meditative soundtracks.
On its newest aircraft, the Airbus A350-900, Emirates has introduced an intuitive interface developed with Thales and accessibility advocacy groups. The system supports audio cue navigation, touch and swipe gestures, and voice metadata feedback, ensuring passengers with visual impairments can enjoy a seamless entertainment experience.
Barrier-free access in Dubai
At Dubai International Airport’s Terminal 3, Emirates has implemented barrier-free smart corridors with adaptive biometrics that automatically adjust to different heights and angles, allowing smooth movement for passengers using wheelchairs.
Self-service check-in kiosks have been upgraded with text-to-speech functionality, tactile buttons, braille, improved touchscreen usability, and headphone ports. The system can also self-adjust for customer height, ensuring independence and convenience at every step of the journey.
Inclusive chauffeur drive
Emirates’ chauffeur service has also received an accessibility upgrade with a prototype wheelchair-accessible Mercedes V250 Van, soon to expand into a fleet of 10 vehicles by early 2026. Equipped with an electric wheelchair lift and secure restraints, the vans allow seamless boarding and safe travel for passengers with mobility disabilities.
Currently available for First and Business Class customers departing from Dubai, the vehicles will soon become part of a broader service expansion. Emirates’ chauffeur drivers are undergoing specialised training to assist passengers with different mobility needs.
Research and innovation
Behind the scenes, Emirates’ innovation teams continue to develop next-generation solutions for accessible travel. The airline is working with Airbus and technology providers on a project that uses discreetly placed QR codes in aircraft cabins, enabling blind or low-vision passengers to navigate independently through audio and haptic feedback on their phones.
This concept will help users locate seats, lavatories, exits, and digital menus, marking a significant step toward autonomous accessibility in air travel.
Championing inclusive travel
Emirates’ commitment to accessibility extends beyond products and services. Earlier this year, it became the world’s first autism-certified airline, having trained over 35,000 staff in autism awareness and support. Through its Travel Rehearsal initiative – now active across 17 countries – customers can familiarise themselves with the airport experience before travelling.
The airline’s Office of Accessibility and Inclusion continues to develop new policies that prioritise dignity, independence, and respect. By collaborating with disability groups, legislators, and international partners, Emirates aims to standardise accessibility practices across its global network, ensuring a consistent experience online, in airports, and onboard.