Assistance

Special Assistance

Working in association with our airline partners and the special assistance teams at Etihad Airport Services, Zayed International Airport is committed to providing support for guests with disabilities and those who require assistance during their travel experience.

Pre-booking assistance

To ensure that your journey is as comfortable and accommodating as possible, please inform your airline or travel agent when booking your flight ticket at least 48 hours in advance of travel, many airlines will allow you to add assistance to your booking via their mobile app or through a ‘manage booking’ feature on their website.

By pre booking with your airline, your assistance will be booked for both departure and return journeys and for both your departing and arriving airport, in addition to points of transfer including here at Zayed International Airport, Abu Dhabi.

Your advance communication will allow us to make the necessary arrangements to meet your specific needs, ensuring you enjoy a seamless and inclusive travel experience.

Please take a look at our list of airline special assistance page links for further help.

Assistance without Pre-booking

While we recommend that you pre book assistance, should you be unable, our teams will work with your airline to ensure you are assisted to and from your aircraft within reasonable time frames. Please approach the Etihad Ground Services Special Assistance team or attend a Special Assistance desk to request assistance on the day.

Arrive on time

Please ensure you check with your airline regarding check-in/bag drop opening times and the closure time of your gate. We encourage you to arrive for your flight in plenty of time and to ensure you view our flight information screens for updates on check-in and boarding gates.

Where to find us

Departing Guests - Our Special Assistance desks are located adjacent to the Etihad Guest Services desks in the departure’s pre check in area, opposite entrance doors 2 and 6. Should you require assistance from the public drop off, taxi or bus points please approach one of our friendly porters who will be happy to contact the Special Assistance team at Etihad Airport Services for you. We also have a number of assistance desks located within the departure area.

Arriving Guests - If you have pre booked assistance with your airline, you will be met at the aircraft upon arrival. If you have not been able to pre book, then our arrivals Special Assistance desk is located prior to passport control for those that may require assistance once they have deboarded the aircraft, alternatively please feel free to approach one of the Special Assistance team from Etihad Airport Services for help.

Transfer Guests

Should you be transferring at Zayed International Airport the Etihad Airport Services Special Assistance Team will meet you at your aircraft and assist you to the transfer desk, and then onward to the departure area assistance desk, and relevant gate for your connecting flight when your flight is ready to board.

Facilities and Equipment

We recognise that many Special Assistance Guests will require and wish to use their own wheelchairs and mobility equipment while at the airport. Should you not have your own wheelchair, or wish to check it in with your luggage, we have a large number of wheelchairs that can be provided on the day.

We have a number of low level check-in, security and passport control desks at the airport.

We operate a number of Special Assistance and Family lanes at security and passport control.

There is priority seating available throughout the airport including at the boarding gates.

Porters are available should you require additional help with your luggage.

There are a high number of accessible toilets available throughout the airport including at the boarding gates.

A majority of our flights are boarded through air bridges and therefore we can assist you all the way to the aircraft. Should your aircraft be positioned on a non airbridge gate then you will be assisted to and from the aircraft by our airside teams, a specialist lift vehicle will be positioned on the aircraft to assist those unable to walk up or down the steps of the aircraft.

For Special Assistance guests that are unable to walk to their seat, or may require assistance transferring into their seat, we are able to provide aisle chairs to assist with this.

Access to our shopping and dining facilities

The Etihad Airport Services Special Assistance team will be happy to assist you in visiting any of our shopping and dining facilities in the airport. We want to ensure you can make the most of your time at the airport, therefore all of our shopping and dining facilities are able to be accessed via level floors, our food court can be accessed by taking a lift. Please take a look at the ‘Shop & Dine’ section of our website for further information.

Animal Relief Area

If you are travelling with a Service Animal or pet, there is a dedicated service animal and pet relief area in departures, located in the washroom area towards Pier C, close to the Todd English restaurant. The area features fake grass so your companion can relieve themselves before a flight or during transit, it also features hand washing facilities, waste pick up bags, a bin for disposal and a shower for rinsing down the grass area after use.

Please ensure you check any import and export requirements for travelling with an animal both for United Arab Emirates and the country you are flying to or from.

Please ensure you check your airlines animal carriage requirements before you travel.

How to contact us

Should you require any further information regarding Special Assistance please feel free to contact our call centre on 02 505 55 55

Or you can message us via the ‘Contact Us’ here

Airline pre booking and special assistance links.

Further information on Special Assistance and how to book it with your airline can be found via the links provided below.

Abu Dhabi based Airline partners

Etihad Airways –https://www.etihad.com/en-us/manage/special-assistance

Wizz Air –Special Assistance for Passengers | Wizz Air

Air Arabia –Passengers with special needs | Air Arabia

Non Abu Dhabi based Airline partners

Air Blue –Contact Us (airblue.com)