Tourexpi
Emirates
hosted Her Excellency Hessa BuHumaid, Director General of the Community
Development Authority of Dubai, as well as 30 neurodiverse children aged
between 8 and 12 years old from Dubai Autism Centre, Safe Centre for Autism,
Rashid Centre for People of Determination and the New England Centre Children
Clinic to attend the flight, including their caregivers. Emirates also invited
a neurodiverse child with Angelman Syndrome to join the experience, a condition
which can cause delayed development, problems with speech and balance,
intellectual disability and seizures. The group were joined by Adil Al Ghaith -
SVP Emirates Commercial Operations in the Gulf, Middle East & Central Asia,
and Mostafa Karam - SVP – Emirates Customer Affairs & Service Audit.
The
group used the Autism Friendly Route through Dubai International Airport which
includes access to priority lanes for check-in, passport control, security and
boarding. Specially trained Emirates check in staff and cabin crew were on hand
to support throughout the journey. EK2605 departed DXB at 11:20am and landed
again at 12:20pm, giving children a real-life experience of a flight including
inflight service, announcements from the cabin crew and Captain, and the sounds
and sights of a real take-off and landing.
According
to a study by the International Board of Credentialing and Continuing
Education Standards (IBCCES) only 13% of families with neurodiverse children
surveyed take family vacations because they cite the experience of the airport
and flight as too stressful and triggering for the children’s sensory
sensitivities. However, 93% of families surveyed said they would take more
trips if there were more autism-certified options available and support in
place. The aim of the Emirates travel rehearsal initiative is to help
customers with autism and sensory disorders and their families to prepare for
travel, through a guided tour of the airport and aircraft cabin environment, as
well as providing comprehensive training and understanding of neurodiversity to
all Emirates team members. More Emirates initiatives are planned in the future,
with a view to supporting neurodiverse needs and Dubai’s commitment to People
of Determination.
At
the event, members of IBCCES were tasked to provide insights and notes on the
inflight experience for neurodiverse customers. Emirates and IBCCES are working
together to develop an official Autism-friendly inflight certification, which
could be eventually used by other airlines. This certification will complement
Emirates’ recent achievements, where all Dubai Check In facilities - Emirates
City Check-In & Travel Store in DIFC, Emirates Cruise Check In - Port
Rashid, Emirates Cruise Check In - Dubai Harbour and Emirates City Check-In
Ajman and Emirates’ dedicated hub in Terminal 3 DXB were awarded the Certified
Autism Center™ Designation. This also builds on the recent recognition of Dubai
International Airport as the first international airport to earn the
designation from IBCCES, as well as aligning with the Department of Economy and
Tourism's vision of becoming the first Certified Autism Destination™ in the
Middle East.
By
working together - Emirates, Dubai’s Department of Economy and Tourism, and
Dubai Airports in collaboration with the General Directorate of Residency and
Foreign Affairs, Dubai Police and Dubai Customs, are making travel more
inclusive and accessible for all, reflecting Dubai's commitment to becoming a
leading destination for travellers with diverse needs and aligning with
Dubai’s Social Agenda 33, under the theme ‘Family: The Foundation of Our
Nation’.
Emirates
and partners support 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.
Free
Seat Selection and Bulkhead Seat for autistic passengers and companions
Passengers
who declare a hidden disability will be facilitated as much as possible in the
complimentary selection of suitable seats, for example the bulkhead seats at
the front and middle of the aircraft for both the autistic passenger and their
companion. This can be requested via Emirates
local office.
Book
with ‘DPNA code’ for extra support
A
DPNA is an airline industry code for special service request (SSR) for a
‘passenger with intellectual or developmental disability.’ The DPNA code can be
applied to a booking made in person, via telephone or travel agent and is
applied once the hidden disability is declared, so that the passenger will be
supported throughout their journey with assistance from trained staff.
Study
the ‘Autism Friendly Guide’ to Dubai International Airport
Emirates
has collaborated with Dubai International Airport on a comprehensive pre-travel
planning tool for passengers with hidden disabilities. The Autism
Friendly Guide to Dubai International Airport provides a step-by-step
explanation and images of every part of the journey through the airport to
boarding, and details what services are available.
Pre-order
meals
Some
passengers may need a special
meal onboard if they have a sensory sensitivity. This can be ordered a
minimum of 24 hours in advance on www.Emirates.com or
on the Emirates app. There are options to order gluten free meals, bland meals,
vegetarian and diabetic meals. For Kids Meals, families who are travelling with
an autistic passenger may contact the Emirates
local office with their request in advance.
Pre
plan what to watch on ice via Emirates app
Download
the Emirates app, and before a flight passengers can spend time planning and
pre-selecting their favourite movies, TV shows or music playlists. Once the
passenger has boarded, their personally curated playlist can be synced
immediately to ice, saving time and enabling them to settle into
the flight quicker with the comfort of their familiar content.
Arrival
to airport
Complimentary
parking for 2 hours
People
of Determination receive complimentary parking in all terminals in Dubai
International Airport for 2 hours. People of Determination taxis can also be
booked via Dubai Taxi on their toll-free number 80088088.
Collect
the Hidden Disabilities Sunflower Lanyard
The Hidden
Disabilities Sunflower is a globally recognised symbol for hidden
disabilities. Emirates and Dubai International Airport staff with Sunflower
pins are easily identifiable and specially trained to assist travellers with
hidden disabilities. Passengers are encouraged to declare their hidden
disability to these staff and collect a Sunflower Lanyard to wear, allowing for
support throughout the airport journey. The sunflower lanyard can be collected
from the information desk in Departures, Terminal 3 and from easily
identifiable collection points in Terminals 1 and 2.
Autism
Friendly Route
The
Autism Friendly Route through Dubai International Airport ensures that People
of Determination journey through the airport with a dedicated route. It
includes access to priority lanes for check-in, passport control, security and
boarding; and can be availed when wearing the sunflower lanyard. Specially
trained staff equipped to support People of Determination will be easily
identifiable wearing sunflower pins, allowing for increased visibility,
communication and support throughout the airport journey.
Priority
boarding or board last if preferred
People
who have declared their hidden disabilities to Emirates staff will be
facilitated in boarding the aircraft first if they choose, or last if this more
convenient.
Emirates
Inflight Experience
Families
with children are seated together
Emirates
makes every effort to seat families with children together, and passengers who
have declared their hidden disability will be seated beside their companion or
guardian.
Noise
cancelling earphones
Passengers
with an aural sensory need in First and Business Class will have access to
noise‑cancelling headphones to block out ambient cabin sounds.
Light
Sensitivity
If
the customer, child or family member informs Emirates cabin crew about a light
sensitivity, cabin crew can turn off the passenger’s individual light, close
the window blind after take-off, and explain that the cabin lights will be
dimmed as soon as the meal services are completed.
Get
busy with puzzles in Fly with Me magazine
Young
children onboard who need a screen break or distraction can request a copy of
the Emirates ‘Fly with Me’ activity pack, with its own pack of non-toxic
colouring pencils, featuring kid-friendly world maps, puzzles, drawing
tutorials, colouring pages, educational activities about Dubai and protecting
the environment.
Choose
preferred entertainment on ice
Passengers
enjoying an Emirates flight can pass the time in a world class entertainment
library with more than 6,500 channels of on demand entertainment, over 1,900
movies and 1,500 hours of TV, as well as music, podcasts and audiobooks across
40 languages. Ice also has up to 100 video games, which can be played
by two players in different seats if the game is a multiplayer game.
Image
Credit: © Emirates Airlines
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