At the Airport
Wheelchair and Mobility related Assistance
Departing Guests - Our Special Assistance desks are located adjacent to the Guest Services desks in the departure’s pre check in area, near entrance doors 3 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 for you. We also have a number of assistance desks located within the departures 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 Special Assistance desk is located prior to passport control, alternatively please feel free to approach one of the Special Assistance team in the arrivals area for help.
Transfer Guests - Should you be transferring at Zayed International Airport, the Special Assistance Team will meet you at your aircraft and assist you to your connecting flight.
Flying to the United States of America - Passengers flying to the US and requiring Special Assistance must make themselves known to the Special Assistance team who will be able to assist them to our United States Pre Clearance-Facility.
Travelling when pregnant
If you are planning to travel while pregnant, please ensure you advise your airline and check their requirements.
Most airlines will allow you to travel during the first 28 weeks of your pregnancy without the requirement for a fitness to fly certificate, however, we would always recommend speaking with your doctor to ask for their advice before you travel. If your pregnancy is complicated with a condition that may add additional risk factors, your airline may require additional documentation to be completed before travel.
For travel between 29 and 36 weeks most airlines require a fitness to fly certificate, which you will need to present at check-in, and possibly at the gate and on board. Please check, with your specific airline for their exact requirements, as most will not accept passengers for travel from 37 weeks onwards. Should you be pregnant and require wheelchair special assistance, please book with your airline.
Alternatively, support for travelling through Zayed International Airport can be provided without the requirement to pre-book special assistance, with help provided by the following services.
If you are planning to travel while pregnant, please ensure you advise your airline and check their requirements.
Most airlines will allow you to travel during the first 28 weeks of your pregnancy without the requirement for a fitness to fly certificate, however, we would always recommend speaking with your doctor to ask for their advice before you travel. If your pregnancy is complicated with a condition that may add additional risk factors, your airline may require additional documentation to be completed before travel.
For travel between 29 and 36 weeks most airlines require a fitness to fly certificate, which you will need to present at check-in, and possibly at the gate and on board. Please check, with your specific airline for their exact requirements, as most will not accept passengers for travel from 37 weeks onwards. Should you be pregnant and require wheelchair special assistance, please book with your airline.
Alternatively, support for travelling through Zayed International Airport can be provided without the requirement to pre-book special assistance, with help provided by the following services.
- Porterage Services are available from the drop-off points outside the building for departing passengers, and from the baggage hall when arriving.
- Our Customer Experience, Security and Immigration teams can give priority to you for queuing upon request.
- Assistance with managing distances to boarding gates, and from arrival gates, can be obtained by utilising one of our free internal airport taxi buggies, these are green in colour and are in operation 24/7.
Wheelchair and mobility assistance
We are able to provide you with an airport wheelchair for your journey through our airport should you require, these will be provided by our Special Assistance team.
We recognise that many special assistance guests will require and wish to use their own wheelchairs and mobility equipment while at the airport, you will be able to do so, once you reach your aircraft, our teams will collect your wheelchair or mobility equipment from you and it will be loaded in the aircraft hold.
Should you have your own wheelchair and wish to check it in with your luggage, you can do so and be provided with an airport wheelchair by our Special Assistance Team
We operate several Special Assistance buggies, and Internal Taxi buggies in both departures and arrivals areas to aid guests that may struggle with distances.
A majority of our flights are boarded through air bridges and therefore we can assist you all the way to the aircraft door. 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.
We are able to provide you with an airport wheelchair for your journey through our airport should you require, these will be provided by our Special Assistance team.
We recognise that many special assistance guests will require and wish to use their own wheelchairs and mobility equipment while at the airport, you will be able to do so, once you reach your aircraft, our teams will collect your wheelchair or mobility equipment from you and it will be loaded in the aircraft hold.
Should you have your own wheelchair and wish to check it in with your luggage, you can do so and be provided with an airport wheelchair by our Special Assistance Team
We operate several Special Assistance buggies, and Internal Taxi buggies in both departures and arrivals areas to aid guests that may struggle with distances.
A majority of our flights are boarded through air bridges and therefore we can assist you all the way to the aircraft door. 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.
There are several pieces of equipment and facilities available at Zayed International Airport to help ensure your assisted journey is as smooth and enjoyable as possible.
- Dedicated Special Assistance teams.
- Large number of wheelchairs.
- Wide wheelchairs available
- Low level check-in, security and passport control desks.
- Special Assistance and Family lanes at security and passport control.
- Priority seating available throughout the airport including at the boarding gates.
- Porters are available should you require additional help with your luggage.
- Dedicated Special Assistance buggies are in operation.
- Free Internal Taxi buggies are available to help with long distances for those that have not booked assistance.
- Accessible toilets available throughout the airport including at the boarding gates.
- Ambulifts (Medical lift vehicles) are provided if your aircraft cannot be accessed via an Air Bridge.
- Ramps available on airside buses (Cobus).
- Braille is available in many areas including toilets and lifts.
- Hearing loops are available at our Special Assistance desks in addition to several mobile loops
- Service Animal Relief Area.
- Low level flight information screens can be found in the boarding piers and outside each gate.
- Aisle Chairs provided for those unable to walk to their seat on board.
- Lowered curbs at pick up and drop off areas.
- Dedicated disabled pick up and drop off car and taxi bays.
- Large number of disabled parking bays in car parks.
- Wheelchair accessible taxis available on request.
- Wheelchair accessible rooms at AUHotel and Premier Inn
A Special Assistance Journey through Departures
-
Step 1
Attend/Visit Special Assistance desk in pre-check in area
-
Step 2
Confirm assistance required with Etihad Airport Services
-
Step 3
Assisted through Check In process
-
Step 4
Assisted through Passport Control and Security to Departures
-
Step 5
Advised of time and place for meeting to be taken to boarding gate
-
Step 6
Assisted to boarding gate and through required processes
-
Step 7
Assisted to the aircraft and to your seat if required
A Special Assistance Journey through Arrivals
-
Step 1
Etihad Airport Services meet you at the aircraft on arrival
-
Step 2
Inform Etihad Airport Services staff member of assistance required.
-
Step 3
Assist from Aircraft to the Immigration area
-
Step 4
Assisted through Immigration and Security to the baggage hall
-
Step 5
Assisted to Collect baggage
-
Step 6
Assisted to Arrivals
-
Step 7
Assisted to the point of departure from the airport
A Transfers Special Assistance Journey
-
Step 1
Etihad Airport Services meet you at the aircraft on arrival
-
Step 2
Inform Etihad Airport Services staff member of assistance required.
-
Step 3
Assisted from aircraft to the transfer area.
-
Step 4
Assisted through transfer area and security and into Departures.
-
Step 5
For short transfer times you will be assisted directly to the boarding gate for your connecting flight.
-
Step 6
For longer transfer times you will be assisted to our Special Assistance desk area in Departures.
-
Step 7
Assisted to boarding gate and through processes once flight is called.
-
Step 8
Assisted to aircraft and to seat if required.
Special Assistance for all airlines at Zayed International Airport is provided by Etihad Airport Services 'EAS'.
Guests with reduced mobility, hidden disabilities, visual loss or impairment, hearing loss or impairment and persons of determination (POD) or those requiring additional support can use the service.
Zayed International Airport has no charge for the service, however some low-cost airlines may levy a fee, please check with your airline for the most up to date information.
EAS employees can be identified ;by their uniform of dark trousers, white shirts and dark waistcoats with gold colour design on the lapels.
Guests with reduced mobility, hidden disabilities, visual loss or impairment, hearing loss or impairment and persons of determination (POD) or those requiring additional support can use the service.
Zayed International Airport has no charge for the service, however some low-cost airlines may levy a fee, please check with your airline for the most up to date information.
EAS employees can be identified ;by their uniform of dark trousers, white shirts and dark waistcoats with gold colour design on the lapels.
How can we assist you today?
Booking Assistance
Find out how to book assistance with your airline, and what help is available to you during your journey through our airport.
Read more
Hidden Disability Assistance
Not all disabilities are visible, we are committed to making a supportive and welcoming environment for everybody.
Read more
Service Animals
Service animals and pets are welcome at our airport, find out more about our dedicated animal relief area and requirements for travel.
Read moreFrequently asked questions
Most airlines will open their check-in and bag drop desks 3 hours before a flight, we recommend you arrive as close to this time as possible, arriving late to check-in and bag drop can cause issue with being able to assist you to your aircraft in time for your flight.
Our Special Assistance team will be able to assist you through the airport should you require, we are aware that our blind and visually impaired guests may need varying levels of assistance, therefore please just let us know when you arrive how best we can help you. Braille is available in various areas through the terminal including lifts and toilets. Guide dogs are welcome, please see the Service Animal section of our website for more information.
Our Special Assistance team will be able to assist you through the airport should you require, we are aware that our deaf and hearing-impaired guests may need varying levels of assistance, therefore please just let us know when you arrive how best we can help you. Hearing loops are available at our Special Assistance desks in the Pre-Check-in area and mobile hearing loops are available for our teams to use when required
We are proud to support the Hidden Disabilities Sunflower program, and a Sunflower lanyard can be requested at our Special Assistance desks. Our Special Assistance team will be able to assist you through the airport should you require. Zayed International Airport has a Sensory Space facility available, please book in advance to avoid disappointment. Please see the Hidden Disabilities section of our website for more information.
Yes, you can bring a majority of prescribed medicine and medical equipment, you may need to bring a prescription or Doctors note with you for travel, please check with your airline regarding carriage rules.
This may be possible, however please check with your airline and medical practitioner as the cast may need to be split before travel to allow for swelling, or an alternative placed on. You may also be requested to provide a fitness to fly certificate by your airline.
You may be required to provide a fitness to fly certificate issued by a medical practitioner or Doctor by your airline should they be concerned for your welfare or that of others, it is also advisable to check with any travel insurance that you may have. Travel may be refused on medical grounds should concerns not be able to be fully addressed before the flight.
If you have had a contagious illness such as Chicken Pox or Covid 19 please check with your medical practitioner or Doctor that you are safe and fit to fly before attending the airport.
Please contact your airline and medical practitioner or Doctor should you have any concerns or wish to obtain further information.
If you have had a contagious illness such as Chicken Pox or Covid 19 please check with your medical practitioner or Doctor that you are safe and fit to fly before attending the airport.
Please contact your airline and medical practitioner or Doctor should you have any concerns or wish to obtain further information.
Special assistance is available 24/7 throughout the year.
Our Special Assistance teams cannot always guarantee, but will make best endeavors, to ensure you and your travelling companions/family are kept together during your journey through the airport
Most airlines will not charge for the service.
Some airlines may levy a small fee for provision of the service, you may have to pay this at the airport, please note this an airline fee and is not a fee that is implemented by the airport.
Some airlines may levy a small fee for provision of the service, you may have to pay this at the airport, please note this an airline fee and is not a fee that is implemented by the airport.
Yes, our Special Assistance teams will be able to assist you in any shops, restaurants and facilities you wish to use within the airport, however, please ensure you allow enough time to attend your gate on time for your flight. All shops, restaurants and facilities are wheelchair accessible.
Our Special Assistance teams can take you to the toilet door but will not be able to come into the toilet with you to assist, should you require assistance of this nature please ensure you travel with a companion that is able to do this for you.
Yes, you can bring your own wheelchair and stay in it to the point of boarding the aircraft, if you are arriving then your wheelchair will be brought to you for disembarking. Personal Wheelchairs, Electric Mobility Aids (EMA’s), Walking frames and other mobility equipment can be booked via your airline.
Most aircraft at Zayed International Airport will be positioned on an airbridge, meaning you can be pushed to and from the aircraft door. Should your aircraft be parked on a remote gate where an airbridge is not available, you will be assisted to the aircraft by a bus, if you are not able to walk up or down the aircraft steps a medical lift vehicle (Ambulift) will be positioned on to the aircraft to assist you in boarding or de-boarding.
If you are not able to walk to your aircraft seat our Special Assistance Team will provide an aisle chair to assist you to it, this is a small specialist chair with straps that is designed to fit down the aisle of an aircraft, the team can also assist you in and out of your seat if required.
