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Services for all PODs

Services For Physical Impairments

Services For Visual Impairments

Services For Hearing Impairments

Medical and Emergency Facilities

Introduction

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.

Security check-points

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.

  • Location

    Security check-points across DXB and DWC Arrivals and Departures.

Taxi service

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.

Wheelchair service

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.

Car parking

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


 

Customs declaration

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

Immigration assistance

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.

Services for Visual impairments

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.

Services for Hearing impairments

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.

Immigration assistance

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.

Ambulance service

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

Medical and transportation assistance

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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