Useful Links and Resources
The National Policy
The National Policy for Empowering People of Determination | The Official Portal of the UAE Government
The Abu Dhabi Strategy for People of Determination
Abu Dhabi Strategy for POD Booklet
Zayed Higher Organization
Zayed Higher Organization (zho.gov.ae)
Sedra
Sedra.Org
Hidden Disability Sunflower
www.hdsunflower.com
Understanding Autism – The National Autistic Society UK
Can you make it to the end? - YouTube
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)
- Air India - Disability Assistance | Prepare to travel | Air India
- Air India Express –Air India Express | Support | Contact us for Your Queries
- Badr Airlines –Badr Airlines
- Belavia - Categories of the passengers - BELAVIA - Belarusian Airlines
- Biman Bangladesh –Biman Bangladesh Airlines Ltd (biman-airlines.com)
- British Airways –How to request assistance | Information | British Airways,
- Cham Wings Airlines –Contact Us – Cham Wings
- Egyptair –EGYPTAIR - Special & Medical Assistance
- Gulf air –Help Centre (gulfair.com)
- Hainan Airlines - Special Services (hainanairlines.com)
- Himalaya Airlines - Special Assistance (himalaya-airlines.com)
- IndiGo - Special Assistance (goindigo.in)
- Jazeera Airways –Jazeera Airways
- Kam Air –Contact Us | Kamair
- Kuwait airways – Contact Special Assistance (kuwaitairways.com)
- Middle East Airlines –Special Assistance for Travelers | Middle East Airlines (mea.com.lb)
- Oman Air –Special Services : Oman Air
- Pakistan International Airlines - Special Assistance - PIA | Great People to Fly With (piac.com.pk)
- Pegasus - Write to Us: Passengers Needing Assistance | Pegasus Airlines (flypgs.com)
- Pobeda - Customers with disabilities (pobeda.aero)
- Qatar Airlines – Special Services (hainanairlines.com)
- Royal Jordanian –Traveling with special needs – Royal Jordanian - Royal Jordanian (rj.com)
- Salem Airlines - Special Guest Services | Planning | SalamAir OFFICIAL
- Saudia - Special Care (saudia.com)
- Smartwings - Air transport for wheelchair passengers | Smartwings
- Sun Express - Wheelchair service requests: SunExpress Special Assistance rules - SunExpress
- Sri Lankan Airlines –Disability Assistance Request (srilankan.com)
- Turkish Airlines –Patients and disabled passengers | Turkish Airlines ®
- Turkmenistan Airlines - Services - Turkmenistan Airlines
- US Bangla Airlines –Special Assistance | US-Bangla Airlines (usbair.com)
- Vistara –Vistara Special Assistance - Services for Customers Requiring Special Assistance (airvistara.com)
The Aviation industry uses many codes and phrases that are specific to the industry, these help fast communication between departments, companies and employees, a majority of these are issued by IATA - International Air Transport Association, and some are phrases that have been adopted locally or within the industry.
We recognise that you may hear or read some of these as you travel through you journey with special assistance, and we felt it may help if you had a little guidance on some of the more common ones.
POD - In the United Arab Emirates people with disabilities are recognized as ‘People Of Determination’ or POD for short, as directed by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE. The phrase is recognised mainly within the UAE and some GCC countries.
PRM – Is used widely within the aviation industry to advise of a Special Assistance passenger, the phrase stands for ‘Person with Reduced Mobility’, however it is recognized that any passenger with reduced mobility or a hidden disability can be included under the acronym. Therefore, you may hear airport or airline employees around the world refer to the phrase PRM when talking to one another.
EAS - Etihad Airport Services, our Special Assistance Provider at Zayed International Airport
Special Assistance codes - You may find these on some of your travel documentation or hear Special Assistance employees or airline staff referring to them.
WCHR (Wheelchair Romeo) - Wheelchair Assistance Required; passenger can walk short distances and up and down stairs.
WCHS (Wheelchair Sierra) – Wheelchair Assistance Required; passenger can walk short distances but not up and down stairs
WCHC (Wheelchair Charlie/Complete) - Wheelchair Required; passenger cannot walk and distance and will require an aisle chair to board the aircraft
DPNA - Disabled passenger with intellectual or developmental disability needing assistance (used for passengers with hidden disabilities such as Autism or Dementia)
BLND - Passenger is blind or has reduced vision
DEAF - Passenger is deaf or hard or hearing
Airline Codes - You may see these on flight information screens and on your travel documentation and boarding cards, below are some examples.
EY – Etihad Airways, 5W - Wizz Air Abu Dhabi, 3L – Air Arabia
Airport Codes - You may see these on your travel documentation and boarding cards, below are some examples
AUH - Zayed International Airport, Abu Dhabi, LHR – London Heathrow, JFK – New York JFK, BOM - Mumbai, CAI - Cairo, IST - Istanbul
How can we assist you today?
Frequently 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.
