1. General
Accessibility Statement
We offer guests with disabilities all necessary assistance and support when travelling with Etihad Airways.
If you face any difficulties during booking process, at the airport, or while on board, please don't hesitate to let us know. We value and welcome your feedback, and we will use it to enhance our products and services.
Contact Information and Feedback Process
We would love to hear about your experience with accessibility and any challenges you may have faced. Your feedback is important to us and will be thoughtfully considered and reviewed by our Guest Relations Managers and their team as we strive to identify areas where we can improve. We personally acknowledge all comments we receive in the same manner in which it is received and we welcome anonymous feedback in the event you are not comfortable sharing your personal details with us.
You can share your feedback, or request an alternate format of our Accessibility Plan or of the description of our feedback process, on our dedicated Feedback web page. Alternatively, you may contact us via email at CTA@etihad.ae or by calling +1 8669481081. You may also send mail to our Guest Relations Manager at:
Etihad Airways Headquarter Khalifa City A, P.O. Box 35566 Abu Dhabi United Arab Emirates
Provisions of CTA Accessibility-Related Regulations
We are constantly working to improve the accessibility of our products and services across all our channels. 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.
While at the airport, you can check the status of your flight on our high contrast screens or directly on your phone, using the Etihad Airways application. Our airport announcements also provide you with updates regarding boarding time, delays or gate changes.
By June 2025 we also aim at:
3. Communication, Other Than ICT
At Etihad Airways, our agents and cabin crew regularly receive training in assisting guests with special needs. Our cabin crew are also fully equipped to deliver dedicated safety briefings on board if needed.
We encourage all guests who need help or assistance to let us know of their needs so that we can provide the appropriate support.
4. Procurement of Goods, Services and Facilities
Guests with disabilities can access a wide range of dedicated products and services, including, but not limited to:
Visit our Special Assistance page for more information.
5. Design and Delivery of Programs and Services
Whether you require a wheelchair, a portable oxygen concentrator, or any other authorised assistive device during your journey, we are happy to help. Our website includes information on the items you can take on board, as well as details about medical certificate requirements, safety assistants and other support persons who may be travelling with you.
If you are travelling with a trained service dog, and subject to local regulations, you are welcome to take it on board your Etihad Airways flight at no additional cost. Our Special Assistance page includes all the information you need about the documentation required for your service dog to travel, plus the routes where local regulations prohibit carriage.
6. Transportation
If you need an extra hand at the airport, wheelchairs, sighted guides and dedicated support agents are available to help you get to the check-in counters, boarding gates, lounges and the bus or taxi lane.
At Abu Dhabi, you may also use our airport buggy to reach your departure gate or our transfer desks.
7. The Built Environment
Our airports and aircraft are equipped with a variety of accessible products designed to support your needs. These include:
Several airports across our network also offer service animals relief areas and braille signage across the terminal.
8. Communication
9. Consultations
Your comments and our employees’ feedback are key to understand what we are doing right and, just as importantly, what we can do better. In 2024 we are consulting our guests and employees through several channels, including post flight surveys, direct feedback and internal surveys and questionnaires. Employees and guests can volunteer to join our working groups and offer insights on what our guests would like to experience when travelling with us. Our working groups focus on a variety of items, including, but not limited to, the exploitation of braille options and technological advancement.
