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Services for all PODs

Services For Physical Impairments

Services For Visual Impairments

Services For Hearing Impairments

Medical and Emergency Facilities

Hidden Disabilities

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Introduction

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People with disabilities are known in the United Arab Emirates as ‘People of Determination’ (POD) as directed by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai. In line with the vision of the UAE leadership, Dubai Airports is committed to providing special assistance to PODs.

From curb to gate, Dubai Airports has implemented inclusive design across all guest touchpoints and facilities, including parking, elevators, travellators, toilets, prayer rooms, lounges, APMs (airport trains), seating, loading bridges, bus transfers and baggage collection.

The inclusive design considers both visible and non-visible disabilities, with spatial considerations for guests with limited or restricted mobility. Furthermore, airport signage and wayfinding is designed to help PODs navigate easily.

Combined with the measures implemented by our partners – Dubai Police, dnata, GDRFA, Dubai Customs, RTA and DCAS – Dubai International (DXB) and Dubai World Central (DWC) contain a full range of services for passengers with all forms of impairment. Details of the specific facilities are contained in the various sub-sections.

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Taxi service

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Dubai Taxi Corporation offers dedicated taxis for POD customers, equipped and designed with comfort in mind. Customers should follow the signs to a dedicated lane with special vehicles that can be distinguished by their size, red roof and blue icons on the side passenger doors and back window. Taxi drivers are trained and certified to deal with visual and physical impairments. The service can also be booked on the Dubai Taxi Corporation app and Careem app. 

  • Cost

    POD card holders get a 50% discount on the rate of the taxi.

  • Contact

    Dubai Taxi Corporation’s 24/7 call centre is 800 88088.

    Customers can also email Customers.Happiness@dtc.gov.ae

  • FAQs

    For FAQs on POD taxis, click here

    For general FAQs on Dubai Taxis, click here

  • Terms and Conditions

    For terms and conditions, click here.

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Wheelchair service

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Wheelchair services are provided by dnata to assist departing customers from the curbside (Terminal 3 only) or check-in counters (Terminal 1 and Terminal 2) until their boarding gates. Customers can request the service when booking their ticket, or at the dedicated airline check-in counter. Arriving passengers should identify themselves to the attendants at the arrival gate if they have booked for assistance.

dnata’s team is trained and certified to provide assistance based on US standards (Air Carrier Access Act) and may use equipment such as wheelchairs, leg support, infant belts and buggy cars.  If a customer needs to check-in their personal wheelchair it will be tagged and a dnata wheelchair will be offered for the journey through the airport.


 

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  • Suitable wheelchairs

    dnata offers STAXI with baggage compartment beneath (Width: 27”, length: 39”) as well as conventional wheelchairs in three sizes (Width: 18”, 22”, 24”).
  • Locations

    Departures

    Terminal 3 Economy: Customers can use the special handling people of determination counter next to the Emirates ticketing desk, or any dedicated Emirates counter near curbside entrance 1.

    Terminal 3 First & Business: Customers can use the curbside assistance service for First/Business Class or any dedicated Emirates counter.

    Terminal 1: Customers can use the special handling people of determination lounge located at area 4 or any dedicated airline counter.

    Terminal 2: Customers can use the special handling people of determination desk located near counter 52 or any dedicated airline counter.

    Arrivals

    Customers that have booked the service should head to the arrival gates or remote arrival entry points.

  • Cost

    Services are free for people of determination.

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Car parking

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Customers with physical impairments will receive complimentary parking for two hours in all terminals at DXB. Free parking is available at DWC for all passengers. 

Terminal 1

Location Spaces for PODs
A (A1, A2, A4) 16
A (A3) 4
A (A5) 0
B 2
C 0

Terminal 2

Location Spaces for PODs
Supergate B1 (Shaded parking) 0
Supergate B2 (non-shaded parking) 0
Departure A2 6
Arrival A1 14
Staff C 2
Staff B 2

Terminal 3

Location Spaces for PODs
L1 16
L2 15
L3 12
L2 (Staff parking) - OOG 2
L2-  GTO limos and hotel buses 0
  • Contact

           0563775801 – Duty Officer, available 24/7

           0564917008 

           0551980507


 

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Customs declaration

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Dubai Customs has dedicated counters with staff that are trained to deal with physical impairments, to help POD customers make a customs declaration in both Arrivals and Departures. Passengers can collect the necessary clearance for transporting goods inside and outside of the Emirate of Dubai and reserve a customs inspection of their goods. 

  • Locations

    The dedicated counters can be found in Arrivals and Departures in all terminals at DXB and DWC, with signage throughout.

  • Contact

    Landline: 00971 441 76882

    Duty officer: 00971 565 088482

  • Terms and Conditions

    Commercial goods which are held by the passengers should be appropriate for customs duty and VAT.

    Some goods, such as cash and certain commercial goods, must be declared.

    Documents must be provided and submitted to the customs authorities (invoice/packing list/no objection letter if requested).

  • Smart Mobile App

    iDeclare is a smart mobile app that links with a declaration system allowing POD customers to securely submit a customs declaration on-the-go. This provide a quick and secure transfer of information to the passengers on customs rules and regulations, helping to reduce waiting times. The app can also take a photo of any goods and automatically provide a description of the items.

    iDeclare can be downloaded from the App Store 

  • More Information

    Please visit Dubai Customs’ FAQ page for more information -Click Here

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Immigration assistance

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PODs can get assisted through immigration check-points through GDRFA’s dedicated counters with staff that are qualified to deal with physical and hearing impairments. In Departures, customers with wheel chairs will be taken directly through the lane by an attendant. In Arrivals, customers will be supported by airport staff, with signs providing directions to the dedicated lane.

  • Location

    Arrivals and Departures at all terminals in DXB and DWC.

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Services for Visual impairments

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dnata provides services for visually-impaired customers which can be arranged when booking a ticket via an airline. This includes constant supervision and buggy transportation – assisted by an attendant of the customer’s gender – from the check-in counter until entering the aircraft, or from the aircraft to the arrivals area. Departing customers must arrive on time and mention their request at the check-in counter. Upon arrival at DXB, the cabin crew will identify the passenger to the assisting staff.

  • Locations

    Depatures

    Terminal 3 Economy: Customers can use the special handling people of determination counter next to the Emirates ticketing desk, or any dedicated Emirates counter near curbside entrance 1.

    Terminal 3 First & Business: Customers can use the curbside assistance service for First/Business Class or any dedicated Emirates counter.

    Terminal 1: Customers can use the special handling people of determination lounge located at area 4 or any dedicated airline counter.

    Terminal 2: Customers can use the special handling people of determination desk located near counter 52 or any dedicated airline counter.

    Arrivals

    Customers that have booked the service should head to the arrival gates or remote arrival entry points.

  • Cost

    Services are free for people of determination.

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Services for Hearing impairments

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dnata provides services for hearing-impaired customers which can be arranged when booking a ticket via an airline. Customers will be escorted by dnata staff with buggy cars, from the check-in counter to the aircraft door, or from the aircraft to the arrivals area.

  • Locations

    Depatures

    Terminal 3 Economy: Customers can use the special handling people of determination counter next to the Emirates ticketing desk, or any dedicated Emirates counter near curbside entrance 1.

    Terminal 3 First & Business: Customers can use the curbside assistance service for First/Business Class or any dedicated Emirates counter.

    Terminal 1: Customers can use the special handling people of determination lounge located at area 4 or any dedicated airline counter.

    Terminal 2: Customers can use the special handling people of determination desk located near counter 52 or any dedicated airline counter.

    Arrivals

    Customers that have booked the service should head to the arrival gates or remote arrival entry points.

  • Cost

    Services are free for people of determination.

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Immigration assistance

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PODs can get assisted through immigration check-points through GDRFA’s dedicated counters with staff that are qualified to deal with physical and hearing impairments. In Departures, customers with wheel chairs will be taken directly through the lane by an attendant. In Arrivals, customers will be supported by airport staff, with signs providing directions to the dedicated lane.

  • Location

    Arrivals and Departures at all terminals in DXB and DWC.

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Ambulance service

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Dubai Corporation for Ambulance Services (DCAS) provides world-class ambulance services, adhering to all relevant legislations, laws, regulations, researching and benchmarking against international best practices in medical and emergency pre-hospital care. By using modern technological systems, DCAS is able to develop and improve the level of administrative and technical performance, delivering high standards of patient care in all emergency and non-emergency cases.

  • Contact

    The emergency contact number for ambulance inside the airports is 045045007

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Medical and transportation assistance

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dnata provides transportation for passengers requiring medical assistance, accompanied by medical escorts and personal, from the Airport Medical Centres to the aircraft or vice versa. The handling of customers is carried out by authorised medical personnel. dnata also provides people of determination transportation services using an Ambulift (high lifter). Should the aircraft be parked remotely this service will be provided automatically free of charge.

  • Location

    For departing customers, assistance is available from Airport Medical Centres in all three terminals and there are special handling counters at check-in. For arriving customers, the service is provided upon disembarking the aircraft.

  • Contact

    To arrange the service and enquire about fees, customers should contact their respective airline.

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Travel Planner

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Travel Planner is a visual guide that demonstrates the travel journey for passengers, specifically for passengers with hidden disabilities. This guide enables guests to plan their journey ahead of time, it also explains the rules and regulations for the guests’ travel experience and provides details of activities in the airport that matches their needs.

How do you use the guide?

This guide will help clarify a trip to the airport for people who may find travelling difficult. You will find information of the different steps of airport travel, and useful information on each touchpoint.

 Download Travel Planner

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Sunflower Lanyard

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What is the Sunflower Lanyard?

A discrete lanyard is worn by autistic passengers through the airport so that staff are able to identify them.

Dubai Airport provides lanyards to autistic passengers. The lanyard is a discrete way to allow all airport staff to identify autistic passengers and respond appropriately to any situations that may occur, or simply provide additional support. 

Benefits of using the Lanyard:

  • The lanyards permit access to the family and priority lanes at all passenger-processing touchpoints both at departures and arrivals. The travel experience can be significantly enhanced by providing additional information to autistic passengers prior to travel.
  • A simple visual identifier is a low cost and effective method of helping staff identify and support autistic passengers.

 

Facts on the Sunflower Lanyard:

  • The Sunflower is the universal symbol for hidden disabilities.
  • The Sunflower lanyard is a visual identifier.
  • It allows our airport teams to:
  1. Recognize guests at different touchpoints.
  2. Offer the right level of care and additional support.

 

Where do I get my sunflower lanyard at the airport?

You can get your sunflower lanyard at Dubai International (DXB) and DWC at the following locations:

• Terminal 3 Departures

• Terminal 3 Arrivals

• Terminal 3: Connections

• Terminal 1 Departures

• Terminal 1 Arrivals

• Terminal 2 Departures

• Terminal 2 Arrivals

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DPNA Code

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  • DPNA is a code for Disabled Passenger with intellectual or developmental disability Needing Assistance.
  • A code introduced by International Air Transport Association (IATA) in 2008.
  • Typically used in airline bookings.
  • Informs the travel service providers that the passenger requires assistance during their travel.

     

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Security check-points

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Dubai Police has implemented services to help passengers with physical, hearing, visual and mental impairments. Metal detector gates have been customized in-line with the standards and requirements for wheelchairs and 400 staff have been trained to assist passengers with intellectual disabilities. As a consideration for customers with prosthetic limbs, a special room has been allocated for inspection, where limbs are placed in special bags. To facilitate the inspection process, customers should carry any relevant medical reports.

  • Security check-points for PoD across DXB and DWC Arrivals and Departures.

  • Consists of dedicated security lanes for guests.
  • Allows them a quick, easy and dignified security experience.
  • Lanes are typically identified with stickers.

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Autism Friendly Route

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The route consists of autism friendly check-in, dedicated lanes for Immigration, Emigration and Security Screening.  There are clearly marked with the sunflower symbol (stickers on the floor) and sunflower brand on the counters. 

Can we fast track check-in, immigration and security?

• There is a dedicated lane at security and immigration.  Please look for the sunflower stickers on the floor that will guide you to the dedicated desk.

• Check-in – at the airline’s discretion, if you wear the sunflower lanyard, you will be called forward

  • At the airline’s discretion you will be given a choice of when you would like to board the aircraft

How can you identify the Autism friendly route?

  • Look for the sunflower symbol.  There will be stickers on the floor and the counters for the dedicated service lanes

Staff who are trained to support POD will wear the sunflower pin

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General Support

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How will I identify a member of staff who can help me?

  • You can talk to any member of the staff
  • If you wear your lanyard, the staff can easily identify you
  • Staff will wear the sunflower badge are trained to support POD 
Frequently asked questions about the products and services at Dubai International (DXB) for people of determination (POD) with Hidden Disabilities.

Background Information:

 

What are the products, services on offer?

When does this happen?  

 
  • We have a Hidden Disability autism friendly route across DXB and DWC.  You can use your Sunflower lanyard as identification so that our staff can support you throughout your airport journey. 
  • This consists of the dedicated hidden disability journey throughout the airports, in particular through check in, passport control, and security screening.
 What is the DPNA code? 
  • The DPNA code – disabled passenger with intellectual or developmental disability needing assistance was introduced by the International Air Transport Association.  
  • You can use the DPNA code when booking your ticket.  It will notify the airlines of the special service support needed during the passenger journey. 
 Are any documents required to avail of the service and use the facilities?  
  • No documents are required and guests can approach our staff to request the service. 
  • Passengers will not be asked for POD status.
 Is the service free of charge? 
  • Yes, the service is free of charge.
 Where can I find more information about POD services and products at DXB? 
 Is the service airline specific? 
  • The service is not airline specific. Passengers identifying themselves with the Sunflower Lanyard, can use the autism friendly route at whichever terminal they are departing from or arriving at.     
  • The service they receive in-flight is airline specific.

Check- in:

Is there a dedicated check-n desk? 

 

 
  • Terminal 1: Those wearing the sunflower lanyard can use the special assistance desk to check-in. 
  • Terminals 1, 2 and DWC: Approach a member of staff in the check-in area and they will guide you through the autism friendly check-in process.

Products and services - Sunflower Lanyard :

Where can I get the Sunflower Lanyard at the airport? 

 

 
 
  • Terminal 3: At the Departure Hall Info Desk which is parallel to Departures Entrance 2
  • Terminal 1: Prior to the check in area entry point. Look for the Sunflower on the screen; our airport staff will be happy to give you a sunflower lanyard.
  • Terminal 2: Prior to the check-in areas. Look for the Sunflower on the screen; our airport staff will be happy to give you a sunflower lanyard.
  • DWC: Prior to the check-in areas. Look for the Sunflower on the screen; our airport staff will be happy to give you a sunflower lanyard.
  • All Terminals: You can also collect the sunflower lanyard at the desk prior to passport control, where you check your boarding card and passport.
 Can I get my Sunflower Lanyard prior to coming to the Airport? 
  • If you are a Dubai resident, you will be able to collect a sunflower lanyard from the Dubai Autism Centre.
  • Sunflower Lanyards are also available to purchase from online shopping platforms.
 

Is my family eligible to use the Sunflower Lanyard?   

 

 
  • The Sunflower Lanyard is available to anyone who would like to identify themselves as a person of determination (POD) with a Hidden Disability.  
  • Only one lanyard is provided to each child registered as DPNA (and therefore the family).
  • The accompanying family can use the Autism friendly route.  
 Who can wear the sunflower lanyard? 
  • The person with autism can wear the lanyard OR
  • The caregiver can wear the lanyard 
 How many sunflower lanyards can I take? 
  • One sunflower lanyard for the person of determination (including family)
  • The accompanying family do not need to wear one (the caregiver can wear the lanyard if the person of determination does not want to wear it)
 Do I have to give the sunflower lanyard back? 
  • No, the sunflower lanyard is for you to keep and re-use
 What is the route through the airport if I wear the Sunflower Lanyard? 
  • The sunflower lanyard allows our teams to provide dedicated service 
  • Check-in will be autism friendly 
  • There are dedicated lanes for passport control and Security Screening. Look for the POD symbol to identify dedicated services/areas.
  • POD symbol: 
 How will I recognise the dedicated areas for POD Autism customers?  
  • Look for the Sunflower logo to identify dedicated areas/services at each of the customer journey touchpoints.
 How will I identify someone to help me? 
  • All our staff are here to support and assist
  • Staff who are specifically trained to support POD will wear the Sunflower badge
 Can I use the sunflower lanyard in other airports?  
  • Yes, the Sunflower Lanyards are yours to keep.  
  • Globally, airports that offer the POD service will recognise the Sunflower Lanyard. 

Product and services - Sensory Pod:


Is the Sensory pod available at DXB? 
  • At this time, there is no Sensory Pod available in Terminals 1, 2, 3 or DWC.
  • A Sensory Pod was on a trial basis from 11th October – 07th November 2022.  We are assessing the feedback and the potential to offer it as a permanent service.
 
 

 

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