Accessible travel

If you need some help along your journey, we’ll make sure you’re safe and comfortable all the way. Let us know the type of assistance you need at the airport and during your flight. You can tell us when you book, or at least 48 hours before you travel. There’s a list of our local numbers here. Otherwise you can ask your travel agent to make the arrangements.

Making a booking

If you have a hearing impairment and need assistance on your journey, let us know when you book or contact us a few days before you fly.

If you’re flying from the USA or Canada, you can contact us on our text telephone (TTY) number 1-888-3201576.

At the airport

We can arrange a meet and assist service from check-in to the gate, and from the aircraft to your onward transport at all airports.

There are screens displaying flight information throughout the airport and at the departure gate. You can also download our free Emirates App to get live travel updates along your journey. This includes check-in times, boarding announcements, your baggage carousel number at arrivals in Dubai, and any changes to your flight such as delays or cancellations.

If you let us know at check-in, we can tell you if your flight is delayed or if the departure gate changes. You can also ask any of our team members for information at any time.

On board

• All our safety videos are captioned in English and Arabic. And on selected routes we have safety videos with captions for additional languages.
• We can also give you an individual safety briefing on your flight. If you’ve already contacted us, then the cabin crew will approach you. Otherwise you can always ask. They will explain the safety procedures, exit locations, and how we can best assist you.
• A member of our cabin crew will update you when announcements are made on the flight.
• For safety reasons, we’re unable to give you an exit row seat.

Inflight entertainment

Many of our movies and TV shows have closed captions showing dialogue as well as sound references. You can use our headphones with standard hearing aids switched to the T position. If you want to plan your playlist, you can check out this month’s closed captioned movies and TV shows here.

Making a booking

If you need guidance though the airport and assistance on board, let us know when you book or contact us a few days before you travel.

At the airport

We can arrange a meet and assist service from check-in to the gate, or from the aircraft to your onward transport at all airports.

There are boarding announcements at the airport and you can ask any of our team members for information at any time.

On board

• We can give you an individual safety briefing on your flight. If you’ve already contacted us, then the cabin crew will approach you. Otherwise you can always ask. They will explain the safety procedures, exit locations, and how we can best assist you.
• Our cabin crew will read the menu options to you and explain the placement of the items in front of you.
• For safety reasons, we’re unable to give you an exit row seat.

Inflight entertainment

Many of our movies and TV shows have audio description to explain what’s happening in the scene. You can explore this month’s movies and TV shows with audio description here.

Travelling with a guide dog

Your guide dog or service dog can fly with you for free, and on certain routes they can travel in the cabin. You need to tell us at least 48 hours before your flight so we can make the arrangements. You can find out more about flying with a guide dog further down this page.

Making a booking

If you need assistance through the airport or to move around the aircraft cabin, we can help. We can arrange a wheelchair at every airport and we can help you to travel with your own wheelchair or mobility aids. Tell us when you book or contact us 48 hours before your flight.

At the airport

We can assist you from the drop-off point at the terminal entrance through to your flight, and from your flight to the pick-up point when you arrive.

You can also find our airport wheelchairs at three desks inside Emirates Terminal 3:

• Our assistance desk inside Departures Entrance 2
• Our Assisted Services desk next to check-in area 2
• Our desk in Arrivals at Exit 3 next to the metro

Travelling with your wheelchair or mobility aid

You can bring medical equipment and up to two mobility aids with you into the cabin, such as your own collapsible manual wheelchair, and they won’t count towards your total cabin baggage allowance.

Before you fly, we will need to check your wheelchair or mobility aids can be carried and stowed securely in the cabin and that we have enough space available. Otherwise you can check them in.

Checking in your wheelchair or mobility aid

You can check in your wheelchair or mobility aid, depending on the size and weight. It needs to be packed properly to travel safely in the hold of the aircraft.

When you land, we’ll have a wheelchair waiting for you. You can then collect your wheelchair or mobility aid from the baggage hall.

Electric wheelchairs and mobility aids

There are a few more safety regulations to consider for carrying certain batteries, so we’ll need to know the type of battery, the size of the wheelchair and the weight ahead of your flight. We also recommend you arrive at the airport three hours ahead of your flight so we have a little extra time to make sure your mobility aid is carried securely and within the regulations.

Canes, crutches, and walking sticks

You can take a cane, crutches, or a walking stick on board and we’ll make sure it’s safely stowed.

You can ask to board the aircraft first if you’d like more time to get settled on the flight.

Mobility assistance

Our cabin crew can get anything you need from the stowage and overhead lockers, and they can help you around the aircraft using our onboard wheelchair.

Accessible seats

We’ll give you an accessible seat in the aisle. Our seats have moveable armrests to make it easier to transfer between your seat and the wheelchair if you need one. For safety reasons we can’t offer you an exit row seat.

Travelling with an assistant

Our cabin crew are able to help you around the aircraft, but are unable to lift you. If you need some extra help transferring to your wheelchair, or assistance in the lavatories, with personal care, eating, or with administering medication, you’ll need to travel with an assistant. You can find out more about flying with an assistant further down this page.

Please get in touch with us to talk about how we can assist you.

At the airport, we can help to explain directional signs and how to reach immigration, security, and the boarding gate, and we can direct you to facilities like quiet areas and lounges. You can also ask to be one of the first to board the aircraft so you have more time to get settled on the flight.

For safety reasons, if you’re unable to understand or follow safety instructions you will need to have someone travelling with you.

Sensory Guides

In partnership with the International Board of Credentialing and Continuing Education Standards (IBCCES) we have developed Sensory Guides guide to help navigate through Dubai International Terminal 3:

• Terminal 3 Arrival Area
• Terminal 3 Connections Area
• Terminal 3 Check-in Area
• Terminal 3 Passport Control Area
• Terminal 3 Security Screening Area
• Terminal 3 Concourse Area
• Terminal 3 Family Zone Area
• Terminal 3 Departure Area

Autism-friendly travel guide

This Autism-friendly travel guide will help you to plan your journey through Dubai International airport. You’ll find information about the different steps and how the staff can assist you.

Therapeutic oxygen

We can provide onboard therapeutic oxygen free of charge. You will need to complete our medical form at least 48 hours ahead of your flight to tell us the flow rate in litres per minute that you need.

Travelling with your portable oxygen concentrator (POC)

You can travel with your own POC as long as it’s approved and permitted for use on board. You do not need to complete our medical form.

The approved models are:

• Airsep Focus
• AirSep Free Style
• Airsep Free Style 5
• Airsep Lifestyle
• Delphi.RS-00400
• DeVilbiss Healthcare iGo
• Inogen One
• Inogen One G2
• Inogen One G3
• Inogen One G4
• Inova Labs LifeChoice
• Inova Labs Lifechoice Activox
• International Biophysics LifeChoice
• Invacare Solo2
• Invacare XPO2
• Oxlife Independence
• Oxus RS-00400
• Oxywell Oxygen System (model 4000)
• Precision Medical EasyPulse
• Respironics EverGo
• Respironics SimplyGO
• S8 AutoSetSpirit
• SeQuel Eclipse
• eQuinox Oxygen System (model 4000)
• SeQuel SAROS
• VBOX Trooper

Before you travel with your POC

Please make sure you have sufficient batteries to last the entire journey (factoring in transit times and unexpected delays) as you can’t plug the POC into the in-seat power.

You can check other POCs into the hold as long as:

• The POC is empty and free of pressure
• The battery should be removed and packed separately, or
• The POC should have a recessed battery terminal and the packed battery terminals are prevented from touching metal objects, including other battery terminals.

Physician’s statement to travel with a POC

To meet UAE General Civil Aviation Authority (GCAA) regulations, you must bring a signed doctor’s statement with you to check-in on the day you travel.

You can download a sample doctor’s statement for the use of POC devices here.

The letter should state:

• You have the physical and cognitive ability to see, hear and understand the device’s aural and visual cautions and warnings, and can take the appropriate action without assistance.
• Whether or not oxygen is medically necessary for the entire flight or for a certain duration.
• The maximum oxygen flow rate corresponding to the cabin pressure under normal operating conditions.

You can travel with positive airway pressure (PAP) or continuous positive airway pressure (CPAP) equipment on board without a medical form, unless you need further assistance. It will not count towards your total baggage limit.

• The equipment must be within the approved size and weight limits so it can be used without blocking access and can be stowed safely in the cabin.
• Please make sure you have sufficient batteries to last the journey (factoring in transit times and unexpected delays). However, you can plug PAP or CPAP devices into the in-seat power.
• You can use the device at any time other than taxi, take-off and landing
• For safety reasons, you can’t sit in an exit row seat.

Carrying PAP and CPAP batteries

• Two fully charged spare batteries must be packaged securely and carried in the cabin. You can plug your device into the in seat power, but we can’t guarantee it will be available for the whole flight.
• Batteries must be protected against short circuiting, such as recessed battery terminals or packaged to prevent the batteries from touching metal objects, including the terminals of other batteries.
• If you’re bringing CPAP/PAP devices into the cabin but don’t intend to use it during the flight, the batteries must be removed and packaged separately.

Our cabin crew are on hand to help you get things from the overhead lockers or to help you move around the cabin. However, they are unable to lift you, help you with personal care or administer medication.

If you need further assistance, you need to book a fare for an attendant or a medical assistant.

For your comfort and safety, you will also need to fly with an assistant if:

• You are unable to understand or respond to safety instructions.
• You are unable to assist in your own evacuation from the aircraft.
• You have severe hearing and vision impairments and cannot establish some means of communication with cabin crew.
• You need to travel on a stretcher or with an incubator, or require medical attention during the flight.

For your safety, your assistant must be:

• Physically and mentally able, and willing to assist you in the event of an emergency evacuation of the aircraft.
• Sitting in an adjoining seat in the same cabin.
• Be 16 years or older.

If you need further medical assistance or you are flying with a medical condition, please complete our medical form at least 48 hours before you flight.

Your service dog, including a guide dog or psychiatric assistance dog (PSA), can travel with you free of charge. Depending on the route, they can travel with you in the cabin or as checked baggage in a special area of the aircraft hold. There are a few checks and some documents you need to submit before they can travel. 

Only dogs are considered as service animals. You can check our guidance for transporting other animals with you on your flight.

Flying with a service dog in the cabin or as part of your checked baggage allowance

Guide dogs, or seeing-eye dogs, and psychiatric support dogs can travel in the cabin on certain routes, as long as the dog is over 4 months old. Your dog must be able to travel comfortably without blocking the aisles and emergency exits. For safety reasons we’re unable to offer you an exit row seat.

Service animals other than seeing-eye or psychiatric support dogs can travel as checked baggage in the aircraft cargo hold.

Emotional support or therapy animals are not considered service animals and will be accepted as normal pets. They can travel as checked baggage based on the regulations of the country you’re travelling from and to. Excess baggage charges will apply according to our baggage rules.

Our world‑class animal care team at Emirates Skycargo will make sure your service dog or guide dog is safe and comfortable.

Check our table to see how you can travel with your service or guide dog

Making a booking

Let us know at least 48 hours ahead of your flight if you plan to fly with your service dog. You need to make sure your guide dog or service dog has all the necessary health checks and permits before you travel, which may take a bit more time and can vary by country. Contact us and we’ll talk you through the arrangements.

Documents

• Proof of vaccination, microchipping, pet passport (veterinary health documents)
• Import permits (according to country regulations)
• Proof that the dog has been trained to perform specific tasks and behave in a public setting either by an individual or with an organisation (for travel to and from the USA, see further information below)

• A signed statement, no older than one year prior to your flight date, from a licensed medical health professional stating:

1. The name of your disability and that you are under their professional care.
2. The need for a psychiatric support dog for air travel or for activities at your destination.
3. Licence information of the medical health professional (issue date, licence type, and jurisdiction and state where it was issued)

Important information about travelling with your service dog

Your service dog must be over the age of 4 months to travel in the aircraft cabin.

When service dogs are transported as checked baggage, the flight connection time (transit time) must not exceed 6 hours.

We do not allow the transportation of service animals as checked baggage or in the cabin if the total transportation time exceeds 17 hours. This includes from the time of check-in at the airport (which is considered approximately one hour before scheduled departure), until the delivery of the animal at the arrivals customs hall at the final destination. If the travel time is more than 17 hours, the service animal can only be transported as cargo under an air waybill.

The service dog must be trained and obedient to commands, and must behave appropriately in a public space (they must not bark, growl, attempt to bite, jump on or lunge at people or other service animals). The dog must not relieve themselves in the cabin or at the boarding gate unless there is suitable provision to avoid health risks or hygiene issues.

If your dog does not behave in an appropriate manner, we may have to transfer the dog to the cargo hold at an additional cost or refuse to transport the animal. Passengers are liable for any damage and additional costs arising from the transport of the dog.

The dog must remain harnessed, leashed, or otherwise tethered by the handler in all areas of the airport and on board the aircraft.

A service dog must not occupy a seat. A service dog must be of a size that can fit at your feet. If the dog is too large to fit in front of one seat, you can purchase a second seat beside you. If you have a large, trained service dog or multiple trained service dogs that cannot be accommodated on one seat, you can rebook or pay for an extra seat beside you if the service dog intrudes upon another customer’s space or obstructs the aisles.

Complaint resolution officials (CRO) help you with any questions, issues or concerns about accessibility services and disability regulations during your travel to or from the US.

We have CROs at every airport on routes we serve that begin or end at a US airport. Our CROs are available in person or via telephone, during operating hours.

If you have any questions or concerns regarding our services, please ask to speak to a CRO. If your complaint is not resolved to your satisfaction with a CRO, you can refer it to the US Department of Transportation (Opens an external website in a new tab) using the following contacts.

Aviation Consumer Protection Division Disability Hotline (toll free)

If our CRO is unable to resolve your concern to your satisfaction:

+1-800-778-4838 (voice) (US only)

+1-800-455-9880 (TTY) (US only)

Aviation Consumer Protection Division

If you have an issue with our service:

202-366-2220 (voice)

202-366-0511 (TTY)

Write to:
Air Consumer Protection Division, C-75
US Department of Transportation,
1200 New Jersey Avenue, SE.,
West Building, Room W96-432,
Washington, DC 20590

The US Department of Transportation's Final Rule on Non-Discrimination on the Basis of Disability in Air Travel applies to flights to and from the US.

You can find a copy of this regulation in an accessible format on The United States Department of Transportation's website (Opens an external website in a new tab). You may also request a copy of this regulation by using the contact information listed above.

US Airline Passengers with Disabilities Bill of Rights

The Airline Passengers with Disabilities Bill of Rights (Opens page in the same tab) describes the fundamental rights of air travellers with disabilities under the Air Carrier Access Act and its implementing regulation, 14 Code of Federal Regulations (CFR) Part 382.