Emirates launches new accessibility services including online hub and onboard enhancements

Business Class passengers will benefit from a new mattress hood that secures the mattress to the seat more firmly. This change means that customers with severe mobility disabilities no longer need to be moved mid-flight for the mattress to be collected before landing.

Emirates’ inflight entertainment system now offers over 600 movies with closed captions and 200 movies with audio description to assist visually impaired customers. Headphones provided by Emirates are compatible with hearing aids set to the 'T' position. Additional content includes wellbeing channels and relaxation playlists.

Onboard the Airbus A350-900, a new user interface has been developed in partnership with Thales and advocacy groups to enhance accessibility for visually impaired passengers. Features include audio-cue navigation assistance and voice metadata feedback.

At Dubai International Airport Terminal 3, barrier-free smart corridors equipped with adaptive biometrics allow independent movement for passengers using wheelchairs or those with mobility issues. Self-service kiosks have been upgraded with text-to-speech functionality, improved touchscreens, braille features, headphone jacks, and adjustable height settings.

Emirates is also expanding its wheelchair-accessible chauffeur drive service in Dubai. The current prototype vehicle—a Mercedes V250 Van—features an electric wheelchair lift and ramp and is available for First and Business Class customers. The company plans to introduce a fleet of ten such vehicles by early 2026.

Innovation teams at Emirates are working on further solutions in collaboration with Airbus. One project involves using QR codes inside cabins that connect to smartphones to provide audio descriptions of the cabin layout for blind or low-vision travelers.

Emirates established an Office of Accessibility and Inclusion and became the world’s first autism-certified airline in March 2025. More than 35,000 staff members have received training to support autistic customers. The airline has also implemented a 'Travel Rehearsal' initiative across 17 countries so that customers can practice airport procedures before their trips.

"Emirates is championing change in the aviation industry, with the goal of making travel more accessible and inclusive for everyone," according to the company statement.

"Empowering all customers to fly with confidence, Emirates introduced a new Accessibility policy and commitment in recent years and implemented new processes in Call Centres to support customer requirements," said Emirates.