Working with local schools, autism groups and key stakeholders, Emirates and Dubai International Airport (DXB) are focused on improving the travel experience for neurodivergent passengers, facilitating ‘travel rehearsals’ where children can practice their journey through the airport and onboard aircraft, as well as working directly with families to delight superfans like Humza, age 11, on his first flight with Emirates.
Humza Dabab recently flew from Melbourne to Dubai with his mother and two siblings and was treated to a VIP experience from Emirates – his favourite airline. This was his first flight with Emirates, though his parents advised he is already very familiar with all facets of Emirates through his own studies – from the aircraft itself, to the inflight entertainment ice, the cabin crew uniform and the safety video. Humza bought his own safety belt to simulate and act out the safety advisory, to which he has memorised all the words, and has a collection of Emirates aircraft models to practice the take-off and landing experience. Humza’s mother Lamees said ‘The plane is Humza’s happy place. The destination is not even the most exciting part of the journey, I can wholeheartedly say it is the plane ride itself. He is so excited to be finally travelling with Emirates.’
Humza is autistic and being on time is a crucial requirement for his particular needs. The potential of running late or missing the flight would cause significant anxiety which must be alleviated in advance. Emirates and Dubai International Airport employees are trained and prepared for these requests and can facilitate priority boarding for neurodivergent passengers, referred to as People of Determination in the UAE, as well as offering a support system in the airport for customers who declare their additional needs.
Emirates has also been working closely with Dubai Airports to facilitate travel rehearsals for neurodiverse children, including students from the Mohammed bin Rashid Center for Special Education. These rehearsals form part of the accessible and inclusive travel programme developed by Dubai Airports and Emirates, designed to help customers familiarise themselves with the airport environment, its people and processes, prior to travel. The students are accompanied by family members and therapists through the airport and aircraft to simulate an authentic travel experience, including the physical artefacts and processes that passengers will go through on the day of travel, like boarding passes and security screening. The practice process helps the families gain confidence in managing the experience, whilst also enabling Emirates and Dubai Airports to constantly improve services for passengers with additional needs.
Emirates supports neurodivergent passengers and People of Determination in many ways:
Emirates Employee Training
More than 29,000 cabin crew and ground staff globally have completed Emirates ‘Introduction to Autism and Hidden Disabilities’ training. The online course was first launched in 2022 and covers a range of topics from the UAE National Policy for People of Determination, recognising 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.
Before Travel
Information in advance
Emirates supports passengers with hidden disabilities by providing as much information in advance as possible, so that families can plan, rehearse, and be reassured about their upcoming travel. Passengers can check the Accessible Travel page on Emirates.com for information and contact their Emirates local office with queries.
