1. General
Etihad Airways remains committed to delivering a dignified, safe, and inclusive travel experience for all guests, including persons with disabilities. Our approach in 2025 has been to operationalise the forward-looking commitments outlined in our Accessibility Plan, respond to feedback received through formal consultation mechanisms, and execute on the training, procurement, and infrastructure enhancements initiated in 2024.
Many of the actions detailed in this report reflect input from our Accessibility Working Groups, employee feedback forums, and reviews of guest submissions received via our contact channels.
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)
Etihad Airways acknowledges the commitment outlined to automate the recording and acceptance of motorized assistive devices, such as electric wheelchairs and mobility scooters. While this remains a strategic objective, we were unable to meet this milestone in 2025 due to resource constraints impacting the research and development of a suitable solution.
Alternatively, we have initiated a review to transition from manual mobility device labelling to a digitised tagging model for electric wheelchairs and mobility aid acceptance.
3. Communication, Other Than ICT
Our airport teams are trained to provide respectful and dignified service to guests with disabilities. In 2025, we included this training into our Inspire programme, which all airport staff are required to complete.
We expanded our Sunflower Lanyard Programme to include immigration and security teams at Zayed International Airport. This helps staff support guests with non-visible disabilities.
In conjunction with this, and as part of the rollout of the Sunflower Lanyard Programme, targeted awareness training was extended to special assistance teams, immigration, and security officers at Zayed International Airport, fostering a deeper understanding of non-visible disabilities and improving guest interactions.
Furthermore, we expanded our training efforts to certify additional Etihad employees as Complaints Resolution Officials (CROs). This ensures that guests with disabilities have access to specially trained representatives at all times, in line with the U.S. Department of Transportation's regulatory requirements.
While we had committed to assessing the feasibility of introducing braille safety cards and menus by June 2025, this initiative could not be progressed due to limited resources. We are continuing internal discussions with the aim of identifying a viable solution for implementation in 2026. We will continue to ensure our cabin crew remain trained to provide personalised verbal briefings to guests who are blind or visually impaired, ensuring they receive essential safety and service information in an accessible manner.
4. Procurement of Goods, Services and Facilities
We have expanded the range of accessibility services available at Zayed International Airport. In 2024, Etihad successfully launched both a dedicated Sensory Space and an Animal Relief Area, designed to support guests with sensory sensitivities and those travelling with service animals, respectively.
Building on these enhancements, in 2025, a dedicated arrivals transportation lane was introduced to prioritise guests with disabilities, ensuring a smoother and more accessible ground transfer experience upon arrival.
Together with Abu Dhabi Airports, we are reviewing additional options to support guests with visual and hearing disabilities. These include new tactile floor indicators, voice navigation aids, and other tools that make wayfinding easier and safer.
5. Design and Delivery of Programs and Services
In alignment with the objectives set out in our Accessibility Plan, we have continued to build upon our efforts in 2025, further refining and expanding the training programs developed last year. These initiatives provide valuable insights to our employees and contractors, ensuring that services are delivered inclusively to all guests, including those with physical and hidden disabilities.
Customer-facing employees across the network continue to be prioritised for this training, and rollouts are scheduled throughout the year to ensure widespread implementation.
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 2025, we launched a terminal shuttle service to assist guests who may find long walking distances challenging. This service is available to all guests, including those who have not pre-booked special assistance, and operates at designated points throughout the terminal.
7. Built Environment
We continue to work with airport authorities to remove barriers in our airport and aircraft environments. Our goal is to ensure all guests, including those with disabilities, can travel with greater independence and comfort.
In 2025, we made progress in several key areas:
- We added sensory rooms at Zayed International Airport to support guests with sensory sensitivities.
- Dedicated waiting areas were introduced for guests needing special transport assistance.
- Our website now shows cargo hold dimensions so that guests using mobility aids can confirm storage compatibility before travel.
There are ongoing discussions around the potential installation of additional changing rooms tailored to meet the needs of guests with severe disabilities. In addition, consideration is being given to expanding the availability of hearing loops at key points throughout the airport to better support passengers with hearing impairments. These proposals form part of broader efforts to identify future enhancements that could further improve the accessibility landscape at Zayed International Airport.
8. Consultations
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.
Our Accessibility Working Groups—in collaboration with Etihad staff, Abu Dhabi Airports, the Zayed Higher Organization, and guests with disabilities—have provided valuable input, helping shape new initiatives.
As a result, we introduced internship opportunities for persons with disabilities and are working toward creating more permanent roles to promote inclusive employment.
Feedback Information
On 4 March 2025, Etihad Airways hosted our annual Accessibility Working Group meeting to review existing initiatives and gather feedback. Guests expressed appreciation for recent enhancements, including the Sunflower Lanyard Programme, sensory rooms, and priority waiting areas.
We plan to expand these meetings in 2025 to include broader stakeholder representation, particularly from airport partners, to improve cross-functional alignment.
Valuable feedback was received concerning the need for more efficient and dignified handling during key stages of the travel journey. Specifically, guests highlighted:
- Prompt disembarkation for those requiring special assistance;
- Priority check-in and priority disembarkation protocols for guests with disabilities; and
- Consistent recognition of the Hidden Disabilities Sunflower lanyard by airport personnel.
We also received feedback from our team at Toronto Pearson Airport (YYZ), where they highlighted the following challenges:
- Limited elevator space and shared mobility services can cause long wait times during disembarkation, especially when many guests require wheelchairs.
- PRM agents are not allowed to handle luggage due to customs rules, which guests often aren’t aware of. The team suggested adding information about pre-booking paid porter services at YYZ.
In response, we will look into:
- Updating our website and booking confirmations to better explain the types of wheelchair assistance available;
- Guiding check-in teams to brief guests more clearly on disembarkation procedures and what to expect;
- Including links to pre-book porter services at select airports where applicable.
We acknowledge that implementing these enhancements presents operational challenges, particularly as many ground services are managed by third-party providers, limiting our direct control. Nonetheless, Etihad is committed to collaborating with these partners to align service delivery with our accessibility standards.
In addition, a dedicated internal forum was established for individuals with disabilities, caregivers, and advocates. This group shares personal insights and educational content to raise awareness and build organisational understanding.
These engagement activities are key to shaping our accessibility strategy, ensuring that guest experiences inform how we evolve and improve our services.