1. General
Etihad Airways is committed to delivering an inclusive and accessible travel experience for everyone, including guests with disabilities and reduced mobility. We continuously work to improve our services by identifying, removing, and preventing barriers to travel in line with applicable laws, regulations, and international best practices.
We support the vision of the Accessible Canada Act (ACA) to achieve a barrier‑free Canada and endorse the principles of ICAO Resolution A41‑15 on accessibility. Through ongoing engagement, consultation, and feedback, Etihad Airways remains committed to providing a safe, dignified, and seamless travel experience for every guest.
Our accessibility initiatives are informed by feedback from guests, employees, and accessibility stakeholders, and are delivered through structured planning, training, and service enhancements as part of our continuous improvement approach.
Contact information and feedback process
Etihad Airways provides assistance and support for guests with disabilities or additional needs throughout their journey. Information on these services can be found at: etihad.com/en-ca/manage/special-assistance
To submit feedback or request alternate formats of this Accessibility Plan, progress reports, or information, email CTA@etihad.ae or call +1 (866) 948-1081. To send us a letter, please write to:
Guest Relations Manager
Etihad Airways Headquarters
P.O. Box 35566
Khalifa City A
Abu Dhabi, United Arab Emirates
Provisions of CTA Accessibility-Related Regulations
As outlined in our Accessibility Plan, Etihad Airways complies with applicable international and Canadian accessibility requirements, including:
- U.S. Department of Transportation – 14 CFR Part 382.
- Canadian Transportation Agency – Accessible Transportation for Persons with Disabilities Regulations (ATPDR), including paragraph 5(1)(a) and Part 2, applicable to Etihad Airways flights to and from Canada.
- Accessible Canada Act (ACA).
2. Information and communication technologies (ICT)
Etihad Airways continues to improve the accessibility of its digital platforms to ensure information is available to the widest possible audience. We are working to increase usability in line with recognised accessibility standards, including WCAG Level AA, and remain committed to providing information in alternate formats upon request to support guests with disabilities.
We have engaged a compliance partner to support the ongoing assessment of accessibility across our digital platforms, including our website and mobile application. Recent accessibility assessments have identified opportunities for improvement, which are being reviewed internally to inform future consideration of potential updates.
By June 2028, across our digital platforms, we are making significant strides in accessibility by addressing a wide range of issues that impact usability for guests with disabilities. These include:
- Screen reader compatibility: Ensuring dynamic updates, loading messages, error messages, and hidden content are properly announced or excluded so users receive accurate information.
- Keyboard navigation: Fixing problems where buttons, tabs, and links were not operable or focusable with a keyboard, and making sure focus moves logically and returns to the right element.
- Clear labelling and roles: Adding accessible names, correcting inappropriate roles, and associating form fields with visual labels so interactive elements are properly identified.
- Visual accessibility: Improving colour contrast, font resizing, and focus indicators to support users with low vision.
- Structural semantics: Correcting heading structures, list markup, and grouping of form controls to provide a logical reading order and better navigation.
- Image accessibility: Providing appropriate alt text for informative images, removing unnecessary exposure of decorative images, and ensuring graphical controls have meaningful alternatives.
Our Accessibility Statement describes our commitment to improving digital accessibility and summarises key focus areas and objectives identified through ongoing assessments.
3. Communication, Other Than ICT
Etihad Airways is committed to communicating information about its services in accessible ways. Guests with disabilities may request special assistance through our contact centre, where accessibility‑related requests are handled to support consistent and personalised communications.
By June 2028, measures in place to support guests requiring accessibility assistance include:
- Use of recommended call‑handling scripts to support consistent and appropriate communication with guests with reduced mobility or other accessibility needs.
- Reinforcement of established procedures for documenting and managing accessibility‑related requests.
- Inclusion of accessibility‑related topics within the contact centre training curriculum, including the handling of cases involving medical or other assistance.
- Support for agent awareness through internal guidance materials and the ongoing maintenance of knowledge‑base content to assist with accessibility‑related communications.
As part of accessibility planning, we continue to review non‑digital communication practices across customer‑facing functions. These include:
- Review of support tools used by airport teams to assist with wheelchair acceptance processes.
- Ongoing evaluation of self‑service processes to consider accessibility impacts and maintain appropriate support for guests with disabilities.
We are dedicated to creating a safe, seamless, and inclusive travel experience for all our guests. As part of this ongoing commitment, we are exploring the introduction of braille on our inflight safety cards to ensure guests with visual impairments can independently access essential safety information.
In addition, we are reviewing the integration of sign language into our upcoming safety video demonstrations, enabling guests with hearing impairments to receive clear and accessible instructions.
4. Procurement of goods, services and facilities
Etihad Airways works in coordination with Abu Dhabi Airports (ADA) to support accessibility within the terminal environment.
As part of this collaboration, ADA‑led accessibility initiatives under review or consideration include:
- Portable hearing loops at Special Assistance desks in the Departures area of Zayed International Airport.
- Review and potential availability of self‑service wheelchairs at selected locations in Departures and Arrivals.
- Consideration of a Changing Places facility to support guests with disabilities.
Progress on these initiatives continues to be coordinated with Abu Dhabi Airports, in line with airport governance and operational considerations.
Where feasible, we take accessibility considerations into account during procurement activities, including when reviewing new software, equipment, and facilities.
5. Design and delivery of programs and services
Etihad Airways recognises the importance of considering accessibility in the design and delivery of its programs and services. Through ongoing consultation with our employees, guests, and partners, we will continue to develop, train and design services to improve accessibility.
We continue to consider how operational systems support the sharing of relevant assistance information with on‑ground staff and cabin crew. This supports awareness of the assistance category associated with a guest, enabling staff to respond appropriately to individual needs during service delivery.
We remain committed to strengthening the training and development of our newly joined cabin crew. As part of this effort, we will continue to broaden our accessibility training to cover not only practical safety and service considerations but also general etiquette and a deeper understanding of hidden disabilities.
By equipping our crew with the knowledge and awareness to recognise and support guests with diverse needs, including those that may not be immediately visible, we aim to foster a culture of empathy, respect, and inclusivity onboard.
6. Transportation
Etihad Airways continues to work with local and airport authorities to ensure that transportation services in and around the airport are accessible, reliable, and responsive to the needs of all travellers, including those with reduced mobility.
In Abu Dhabi, we coordinate with Abu Dhabi Airports (ADA) in relation to ADA‑led reviews of external call points at parking and drop‑off areas. These call points are intended to enable guests who require assistance to request support before entering the terminal.
7. Employment
Etihad Airways is committed to supporting an inclusive and respectful working environment across its global operations. Given the nature and scale of Etihad Airways’ operations in Canada and the number of employees based in Canada, Etihad Airways maintains policies and practices intended to promote equal opportunity, non-discrimination, and appropriate workplace accommodations for employees, in line with applicable laws and internal standards.
Where relevant, Etihad Airways will continue to review its practices to identify and address potential barriers to accessibility in employment.
8. Built Environment
Etihad Airways collaborates with airport authorities and relevant service providers to identify and address accessibility considerations across airport environments, with the aim of supporting inclusive and accessible travel for guests with disabilities.
While the design, construction, and maintenance of airport infrastructure remain the responsibility of airport operators, Etihad Airways works with its partners to communicate operational requirements and feedback relating to accessibility, including, where applicable, guest flows, wayfinding, boarding processes, and the use of mobility aids.
Where relevant, Etihad Airways will continue to engage with stakeholders to support the identification of potential accessibility barriers and opportunities for improvement.
9. Consultations
In preparing this Accessibility Plan, Etihad Airways has considered insights obtained through consultations with persons with disabilities, employees, and external stakeholders. These engagements have contributed to identifying opportunities to enhance accessibility across our services and operations.
Etihad Airways also gathers feedback through guest post-travel surveys, social media platforms, and contact centre interactions, and with relevant operational teams, including airport employees, to support continuous improvement.
Etihad Airways regularly invites employees and guests to participate in working groups to provide feedback and share lived experiences. These discussions help identify opportunities to improve our policies, training, and guest services.
We also welcome participation from disability advocates and community representatives.
As a major operating carrier at Zayed International Airport, we work with Abu Dhabi Airports (ADA) and local stakeholders on accessibility‑related developments. ADA’s Diversity team actively participates in regional and international initiatives that promote accessibility, inclusion, and awareness, contributing to an accessible airport environment.
Recent ADA‑led initiatives include participation in the AccessAbilities Expo (Dubai), representation at the Accessible Travel and Tourism International Conference, IBCCES Autism Accreditation and training at Zayed International Airport, and membership in The Butterfly Inclusive Employment Ecosystem, which supports inclusive employment practices and accessibility awareness.
As Abu Dhabi is Etihad Airways’ home hub, these airport‑wide initiatives support an inclusive travel environment for Etihad Airways guests travelling through the UAE.
Feedback Information
On 27 November 2025, Etihad Airways hosted an internal session in collaboration with The Butterfly, focused on building greater awareness and understanding of People of Determination (PoD).
The session included perspectives from colleagues with life experience, providing valuable insight into accessibility and inclusion considerations within the workplace and guest journey.
The discussion highlighted areas for continued attention, including wellbeing support, employee benefits, and accessibility across different stages of the travel experience.
It also supported ongoing engagement within the PoD Employee Resource Group, which brings together employees who identify as People of Determination, as well as their families, carers, and supporters.