Removing barriers and enhancing dignity for autistic passengers.
Emirates recognised that 1% of the world’s population is on the autism spectrum, yet few benchmarks and a lack of reliable data left autistic passengers facing anxiety, stress, and barriers to dignified travel.
The challenge was to turn Dubai’s ambition of becoming disability-friendly into practical solutions at scale.
We developed an Autism-Friendly Services Strategy, grounded in interviews with experts and families travelling with autistic children, and designed eight concepts across the passenger journey — from digital planners and travel packs to staff training, sensory rooms, and guided rehearsals.
Four were prioritised for immediate rollout, with stakeholders aligned and delivery piloted.
The roadmap reduced barriers to travel, gave families greater confidence, and opened aviation to a previously underserved community.
The strategy strengthened alignment with UAE Vision 2021 and the National Policy for People of Determination. It positioned Emirates as a global leader in inclusive aviation, enhancing reputation, loyalty, and long-term competitiveness.