1. General
In 2024, Etihad Airways worked in collaboration with airport authorities in Abu Dhabi, accessibility specialists, guests, and employees who are directly or indirectly affected by a disability to develop this 2024 Etihad Airways Accessibility Plan Progress Report.
Etihad’s first working group was held in person and online on 21 March 2024 and included employees with disabilities from various business units across the airline. Participants shared their personal experiences and provided feedback concerning Etihad’s current products and services.
Contact Information and Feedback Process
Etihad Airways offers guests with disabilities all the necessary assistance and support when travelling with us.
On our dedicated Feedback web page, guests can share their feedback or request an alternate format of our Accessibility Plan, progress report, or description of our feedback process.
Guests can also contact us via email at CTA@etihad.ae, by phone at +1 (866) 948-1081, or by mail at:
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 stated in our Accessibility Plan, our commitment ensures that we comply with the provisions of international requirements, including the U.S. Department of Transportation 14 CFR Part 382, as well as paragraph 5(1)(a) and the provisions of Part 2 of the Canadian Transportation Agency's Accessible Transportation for Persons with Disabilities Regulations, which apply to Etihad’s flights to and from Canada.
2. Information and Communication Technologies (ICT)
Our website has been updated to support adaptive technology, such as screen readers. Our Contact Centre and Live Chat teams are also available to assist you with bookings or queries.
In addition to the measures described in our Accessibility Plan, we have recently enhanced our special assistance booking flow to allow our guests to better communicate their needs and receive tailored services when travelling with Etihad.
In 2024, we focused on updating our website to provide resources on accessibility and people with disabilities. The following details are now available to guests:
3. Communication, Other Than ICT
In June 2024, we will deliver a revised training course that covers dignified assistance, among other things. Our airport team members and contractors will learn more about the disability spectrum and better understand our guests’ needs and expectations. We have also conducted advanced training for selected employees to allow them to provide additional assistance and to address the most sensitive requests, concerns, and complaints.
We have also reinforced suitable seating requirements, ensuring we comply with operational standards. We make all efforts to ensure guests with disabilities are allocated a seat that is tailored to their needs, enhancing accessibility, safety, and comfort during travel.
4. Procurement of Goods, Services and Facilities
As part of our continuous commitment to provide accessible services, we have recently engaged with local authorities at Abu Dhabi Zayed International Airport to offer our guests enhanced assistance. Complimentary taxi services are available around the terminal to assist guests with long distances. In addition, our contractors are providing buggy service dedicated to guests with disabilities.
At selected network airports, we have worked with airport operators to offer enhanced mobility assistance with motorized wheelchairs and other bulk transportation devices.
In addition to the products and services described in our Accessibility Plan, we are working with airport authorities in Abu Dhabi to offer a wider range of services including, but not limited to, sensory rooms and service animal relief areas. We are also exploring the opportunity to support accessibility for guests with disabilities that are not readily apparent through introducing the optional Sunflower lanyard.
We are in the process of sourcing new hardware and software that will allow our agents to offer one to one check-in assistance in a discrete manner, allowing guests affected by disabilities of the mental spectrum to avoid crowded areas such as the check-in lanes.
5. Design and Delivery of Programs and Services
In addition to the statements published in our Accessibility Plan, we have recently developed a new training pack that offers our employees and contractors insights on delivery of services aimed at all our guests, including those with physical and hidden disabilities.
Our customer facing employees across the network will be prioritised to receive the training in June 2024.
As part of our ongoing efforts to enhance staff travel experience and accessibility, Etihad Airways aims to ensure staff members travelling on company provided tickets can take their service animals on board. This effort fosters an accommodating and supportive environment for all employees.
6. Transportation
Etihad Airways continues to liaise with local and airport authorities to support the development of a safe, reliable and accessible transportation network.
All our inter-terminal buses are equipped with accessibility features to accommodate guests with different disabilities.
7. Built Environment
As part of our commitment to remove accessibility barriers, we are liaising with local and airport authorities across our network to ensure the latest enhancements to airports and aircraft account for accessible transportation.
In 2024, we have engaged with airport authorities at Abu Dhabi Zayed International Airport to support initiatives such as the introduction of sensory rooms and service animal relief areas within the airport premises.
In addition to the services detailed in our Accessibility Plan, we have recently developed updated procedures to allow the safe stowing of foldable manual wheelchairs in the cabin where a priority closet is available. We are in the process of developing a dedicated web page that allows guests to review the dimensions of the cargo hold of our aircraft as well as other stowage options for guests travelling with assistive devices.
8. Consultations
Employees and guests can join our working groups and offer insights on what they would like to experience when travelling with us. Our working groups focus on a variety of items, including, but not limited to, the introduction of braille options and technological advancements.
In addition to our established employee working groups, we are working to identify guests with disabilities or disability advocates to participate in future meetings.
Feedback Information
On 21 March 2024, Etihad Airways held its first in-person Accessibility Working Group, during which sixteen members of the Etihad Airways family who are either affected by a disability or live in close contact with a disabled person participated. The group identified the strengths and weaknesses of Etihad Airways’ processes and suggested additional measures to enhance our products and services.
The group identified requirements for enhanced technical and soft skill training for customer facing employees and contractors as well as the expansion of our curbside accessibility assistance offering to include “call for assistance” buttons and special flooring.
We have recently initiated a detailed review of comments received from our guests through our Contact Centre and online feedback process to identify additional accessibility barriers.
