Dubai Airports is rolling out a range of services aimed at improving accessibility at both Dubai International (DXB) and Dubai World Central – Al Maktoum International (DWC). A key initiative includes connecting individuals with hearing disabilities to sign language specialists via video calls through the Sanad Relay Centre.
Dubai Airports, in partnership with the Community Development Authority (CDA), will also host free events for POD. A joint annual calendar of events will be curated, with plans for Dubai Airports and CDA to collaborate with other POD centres. This partnership will support DXB’s Autism Project, boost staff training and contribute to the design of more inclusive airport facilities.
As part of the initiative, Dubai Airports will map the Sanad Relay Centre within its terminals, procure the necessary equipment and train frontline staff to ensure seamless communication with POD guests. These actions are part of a wider framework established by a Memorandum of Understanding (MoU) signed between Dubai Airports and the CDA at the AccessAbilities Expo.
The MoU also supports the integration of the Sanad Smart Card, which offers specific privileges and services for people with disabilities. Additionally, Dubai Airports is working to build a database that will help design tailored programs, encouraging wider participation from stakeholders.
Furthermore, the partnership will ensure that Dubai Airports aligns its processes with CDA's existing channels to protect the rights of People of Determination, ensuring a safe and non-discriminatory environment. The system will also be linked to customer service platforms to provide swift and effective responses to any concerns raised by POD passengers.
Dubai Airports has introduced various initiatives to support POD passengers in the past. These include the Sunflower Lanyard programme, which discreetly identifies guests with hidden disabilities and grants access to priority lanes and autism-friendly routes. The airports also provide a pre-travel planner with visual guides to ease navigation and a bespoke training programme for 33,000 staff to enhance their understanding of both visible and non-visible disabilities. Additional services include complimentary parking, dedicated taxis, wheelchair services and specialized assistance at customs.
The MoU was signed by Jamal Al-Hai, Deputy CEO of Dubai Airports, and Miatha Al Shamsi, CEO of the Community Empowerment Sector at CDA, in the presence of Hessa bint Essa Buhumaid, Director General of the Community Development Authority, along with senior representatives from both organizations and the aviation industry attending the Expo.
Jamal Al-Hai said, “Working with the Community Development Authority is crucial in our mission to make our airports a more inclusive space. Their insights will help us address specific needs, setting a new benchmark for how airports can support all travellers. This MoU represents our joint effort to break down barriers and shape a future where air travel is accessible for everyone".
Hessa Bint Essa Buhumaid echoed these sentiments, saying, “Through this MoU, we aim to provide essential support and create solutions that will make air travel more accessible and enjoyable for people of determination. Together, we are setting a new standard in ensuring that all individuals have the opportunity to travel with dignity and ease".
This partnership is a step towards advancing Dubai's broader social agenda, ensuring that DXB and DWC become spaces where every guest feels welcomed and supported.