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Emirates has rolled out specialist training in support services for passengers with hidden disabilities, including autism, to more than 24,000 cabin crew and ground staff around the world.
The airline has partnered with Dubai Airports to develop a helpful travel program and autism-friendly itineraries to make the pre-board experience more seamless, and has implemented extra thoughtful measures to ensure passengers’ comfort on board.
First launched in 2022, the online course “Introduction to Autism and Hidden Disabilities” covers the UAE National People of Determination Policy, awareness of autism, practical tips on how to help passengers with hidden disabilities, responding with empathy and a range of topics, as well as information on the official support system for helping passengers at the airport.
Classified as a recessive disability, autism spectrum disorder is a neurological and developmental disorder that affects the way people interact with others, communicate, learn and behave. Because of the wide variation in the type and severity of symptoms that people experience, known as spectrum disorders, a range of sensory needs can occur.
For some travelers, the airport and aircraft experience can feel too loud, too bright, too unfamiliar or too busy – and these are some of the areas where Emirates is working hard to provide a planned and positive travel experience for customers with autism .
Emirates supports passengers with hidden disabilities by providing as much information as possible in advance so their families can plan, rehearse and feel confident about their upcoming travel. Passengers can check the Accessible Travel page on Emirates.com for information and contact their local Emirates office for enquiries.
Complimentary seat selection and bulkhead seating for autistic passengers and companions
Passengers declaring a hidden disability will be able to choose suitable seats free of charge as convenient as possible, such as bulkhead seats at the front and middle of the aircraft for autistic passengers and their companions. This can be applied through the local UAE office.
Book with “DPNA Code” for additional support
DPNA is the airline industry code for Special Service Requests (SSRs) for “Passengers with Intellectual or Developmental Disabilities”. DPNA codes can be applied to bookings made in person, over the phone or through a travel agent and are applied after a hidden disability has been declared so passengers are assisted by trained staff throughout their journey.
Research Dubai International Airport’s ‘autism-friendly guide’
Emirates has partnered with Dubai International Airport to develop a comprehensive pre-travel planning tool for passengers with hidden disabilities. The autism-friendly guide to Dubai International Airport provides step-by-step instructions and pictures of every part of the journey from the airport to boarding the plane, and details the services available.
book a meal
Some passengers may require special meals on board if their senses are sensitive. Orders can be made at least 24 hours in advance on www.Emirates.com or the Emirates app. There is an option to order gluten-free, light, vegetarian and diabetic meals. For children’s meals, families traveling with autistic passengers can request them in advance by contacting their local Emirates office.
Pre-plan what to see on ice with the Emirates app
Download the Emirates app before flying – passengers can spend time planning and pre-selecting their favorite movies, TV shows or music playlists. Once passengers board the plane, their personally curated playlists can be instantly synced to ice, saving time and allowing them to comfortably acclimate to the flight with familiar content.
Arrive at the airport
Free parking for 2 hours
People of Determination offers 2 hours of free parking at all terminals at Dubai International Airport. People of Determination taxis can also be booked through Dubai Taxi’s toll-free number 80088088.
Collect Hidden Disabled Sunflower Lanyards
The hidden disability sunflower is a globally recognized symbol of hidden disability. Emirates staff are easily recognizable with their sunflower pins and are specially trained to assist passengers with hidden disabilities. Passengers are encouraged to declare their hidden disabilities to these staff and receive a Sunflower Lanyard to wear or bring from home to provide support throughout the airport journey. Sunflower lanyards can be collected at the Information Desk in the departure area of Terminal 3 and at dedicated, easily identifiable collection points in Terminals 1 and 2.
Autism friendly route
Autism-friendly routes through Dubai International Airport (DXB) ensure that people of determination (POD) can travel through the airport on a dedicated route. It includes priority lane check-in, passport control, security and boarding; can be used while wearing the sunflower lanyard. Specially trained staff supporting POD travelers are easily identifiable with sunflower pins, increasing visibility, communication and support throughout the airport journey.
Priority boarding or last boarding (if preferred)
Passengers who have declared a hidden disability to Emirates staff will be given priority boarding if they wish, or last if it is convenient for them.
The Emirates Inflight Experience
family with children sitting together
Emirates makes every effort to seat families with children together, stating that passengers with hidden disabilities will be seated next to their companion or guardian.
noise canceling headphones
Passengers with auditory needs in First Class and Business Class can use noise-canceling headphones to block out the sound of the cabin environment. Passengers can also bring their own Bluetooth headsets if they wish.
Sensitivity
If a passenger, child or family member advises the Emirates crew of their sensitivity to light, the crew can switch off the passenger’s personal light after takeoff, close the blinds and explain that the cabin lights will be dimmed immediately after meal service is complete.
Busy with puzzles from Fly with Me Magazine
Young children who need screen breaks or distractions on board can request a copy of Emirates’ Fly with Me activity pack, which includes their own pack of non-toxic coloring pencils, including a kid-friendly world map, puzzles, drawing tutorials, coloring page, educational campaigns about Dubai and protecting the environment.
Choose your entertainment on ice
Passengers on Emirates flights can while away the time in a world-class entertainment library with over 5,000 channels of on-demand entertainment, over 1,900 movies and 1,500 hours of TV shows, as well as music, podcasts and audiobooks in 40 languages, 5 Live Channel TV includes news from the BBC, CNN and Sky News Arabia, as well as two live sports channels – Sport 24 and Sport 24 Extra. Ice also has as many as 100 video games that can be played by two players in separate seats — if the game is multiplayer.
Emirates continues to work with multiple stakeholders including Dubai Airports, Directorate General of Residency and Foreigners Affairs, Dubai Customs, Dubai Police, Dubai Autism Center and Dubai Economy and Tourism Authority to improve access for passengers with hidden disabilities. travel experience and is committed to helping create a world where neurodivergent individuals feel accepted, represented, included, empowered and heard. World Autism Awareness Day is held annually on April 2. trade arab news agency
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