How Emirates Is Making Air Travel More Accessible For All

Traveling onboard an aircraft is something the majority of people are comfortable with, particularly if you are accustomed to catching flights your entire life. While the experience may still invoke some feelings of discomfort, generally speaking, your average passenger can handle flying. However, some people have a fear of flying that prevents them from even boarding a flight.

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Emirates

IATA/ICAO Code

EK/UAE

Year Founded

1985

Many airlines have attempted to help those with a fear of flying, most notably easyJet and its ‘Fearless Flyer’ course, which has helped over 13,000 people overcome their fear. Dubai-based carrier Emirates recently broke new ground in this area by becoming the world’s first ‘Autism Certified Airline,’ training 30,000 of its cabin crew and ground teams to support autistic customers.

Emirates Makes Flying Easier For Autistic Passengers

People on the autism spectrum, known as Autism Spectrum Disorder (ASD), can be particularly affected by the commercial flying experience given the large airport crowds, confined spaces in aircraft cabins, and the discomfort of taking off and landing. With Autism Awareness Month taking place in April, Emirates has used the occasion to announce it has trained its frontline staff on how to help its autistic passengers navigate the flying experience.

According to Emirates’ Deputy President and COO, Adel al Redha,

“We have upskilled our teams and I am pleased to say that we are now the world’s first autism-certified airline, with 30,000 frontline staff and cabin crew trained to support our customers with autism.”

Redha added that the move is part of Emirates’ “social and professional responsibility” and is not the end of its efforts either, with the carrier expanding its autism support to various airports globally. Its training efforts have now equipped its staff to handle the sensitivities and complexities of passengers with autism. One of its first training schemes, called ‘‘Introduction to Autism and Hidden Disabilities’, was launched in 2022 and delivered important practical tips on how to effectively support customers.

The airline’s designation as autism-certified was issued by the International Board of Credentialing and Continuing Education Standards (IBCCES). Emirates worked closely with IBCCES for over a year when devising its training schemes and policies, with a focus on ensuring support is available throughout the entire travel process.

Rolling Out To 17 Cities Worldwide

Last year, Emirates conducted an ‘Autism Familiarization Flight and Travel Rehearsal’ for 30 families with autistic children, operating a one-off flight from Dubai on April 24th, 2024, to familiarize passengers and staff. Building on its Travel Rehearsal concept launched in 2023, the initiative was part of a collaboration with various organizations, including the Dubai Autism Centre, Safe Centre for Autism, Rashid Centre for People of Determination and the New England Centre Children Clinic.

The idea behind it is to give autistic passengers and families direct experience of commercial flying but on their terms and at their pace, helping prepare them for the real thing. This included simulating check-in, baggage drop, security and immigration, and even the experience of exploring Duty Free goods.

On top of Dubai, the carrier will now be rolling out this initiative to another 16 cities, namely Barcelona, Brisbane, Budapest, Cebu, Christchurch, Durban, Luanda, Madrid, Manila, Mauritius, Manchester, Montreal, Nice, Oslo, Paris and Toronto. According to parents, teachers and therapists, Emirates’ Travel Rehearsal concept has “been invaluable in helping their child to have a safe and successful flight, by offering the comfort of preparation and familiarity, as well as trained staff to support.”

Related

How Emirates Is Becoming The 1st ‘Autism Certified Airline’

Emirates said that 30,000 cabin crew and ground staff will complete initial training in the coming months.

How Emirates Supports Passengers With Autism

Emirates’ practices to support autistic passengers run deep, with the airline implementing several initiatives that go a long way to improving the passenger experience for those with autism. This includes things like free seat selection, boarding first or last, and even dedicated walking lanes at the airport.

Given the variety of sensitivities and life challenges across the autism spectrum, accommodating passenger needs requires a lot of adaptability and empathy, as no two passengers are likely to require the exact same things. As a result, Emirates’ policies are comprehensive and also cover areas like special meals and light or sound sensitivities.

The carrier has worked extensively with local and international organisations specializing in autism support to enhance the effectiveness of its measures. It also coordinates closely with local authorities, including the Department of Economy and Tourism (DET), General Directorate of Identity and Foreigners Affairs, Dubai Police and Dubai Customs, to ensure every stakeholder is on the same page.

How Does Autism Impact Flying?

Autism is often referred to as a “hidden disability,” meaning it is often not immediately apparent that an individual has autism, unlike other disabilities such as mobility impairments or physical irregularities. As such, passengers with autism may not receive the support they need from staff if their condition has not been made known to the airline or airport.

One of the hallmark features of autism is heightened sensory sensitivity, which can make busy environments like airports a lot more difficult to navigate. The onboard experience can also be difficult for those with sensitivities, particularly the loud engines, bumpy landings, turbulence and tightly-packed cabins.

Given the challenges of caring for a person with autism, the flying experience is generally one met with apprehension by families, particularly as many airlines don’t have dedicated autism support policies. For example, a survey conducted by AutismTravel found that 78% of families were hesitant about traveling to new places, while 94% said they would be more willing to fly if airlines introduced better support services.

Which Other Airlines Offer Autism Support?

Many airlines around the world have introduced policies to assist those with disabilities, with several of those carriers having specific practices in place for those on the autism spectrum. One of those is British Airways, which was the recipient of the National Autism Society’s Autism Friendly Award in 2019, the first such award of any UK airline.

As for US airlines, American Airlines has its “It’s Cool To Fly American” program which has been in place for over a decade, helping autistic families with practice flights and other support training. Delta and United staff are also trained to deal with autistic passengers, while JetBlue even offers sensory kits to improve the onboard experience.

In 2019, Flair Airlines said it had become Canada’s first certified ‘Autism Aware’ airline, implementing enhanced practices to cater to the needs of autistic passengers. The LATAM Group is also certified in this respect and has trained over 10,000 of its staff in best practices, and also participates in the Sunflower Lanyard Program, which allows those with hidden disabilities to wear a lanyard and identify themselves as such.

How Airlines Provide ASD Support

One of the most effective ways to help autistic passengers enjoy a smooth flying experience is to conduct familiarization flights or pre-flight journeys, such as through the airport. This is the idea behind Emirates’ Travel Rehearsal concept, and plenty of other airlines have hosted familiarization events.

There are many other little benefits and services offered by airlines, which all add up. If we use Emirates as an example, the airline will give autistic passengers preferential seats, particularly bulkhead seats at the front or middle of the plane, or allow seat selection free of charge. It also has other helpful options, such as the ability to pre-order special meals before flights, complimentary parking at the airport, and even quieter check-in areas for those with sensory sensitivities.