Dnata trials autonomous tech to aid disabled travellers at Dubai airport

Technology trial

Dnata is trialling autonomous technology in a terminal at Dubai International Airport to improve travel for people of determination, as showcased at an exhibition on Monday, 19 October 2026. Moza Saleed Al Mahi, accessible travel manager at dnata, said the company was presenting the technology as part of its efforts to explore new solutions that could ease the airport journey for passengers with disabilities. She added, “We are always looking for new initiatives. There is collaboration between us and other stakeholders to see what kind of technology we can introduce to help customers throughout their journey at the airport.” Further details about the technology and its potential rollout were not disclosed.

Staff training and planning

As passenger traffic grows, dnata is investing in staffing, training and operational planning to maintain service standards while meeting the needs of people of determination. Al Mahi noted that staff receive training to support passengers with different disabilities, and the company monitors demand and reviews operational data to determine where additional support may be needed. She said, “We always look at our data and make sure we understand how we can cope with the volume,” and explained that dnata works closely with Dubai Airports to exchange information and anticipate increases in passenger numbers. This approach lets the company prepare in advance and allocate resources to meet demand without compromising the quality of assistance provided to passengers.

Awareness and feedback

The exhibition also provides dnata with an opportunity to engage directly with passengers, gather feedback and raise awareness of the assistance available to people of determination travelling through Dubai International Airport. Al Mahi said dnata has participated in the exhibition for seven consecutive years, using the platform to showcase its services and connect with customers and potential suppliers offering technologies that could improve the travel experience. She noted that some passengers may not know what assistance is available or how to request it when travelling through the airport, adding, “Sometimes customers have no idea where they need to go or how they can ask for a service at Dubai Airport.” The exhibition explains the available services and how passengers can access them, while also giving dnata a chance to hear directly from people who use them.

As part of its efforts to assess customer satisfaction, dnata is using QR codes at the exhibition to collect feedback through questionnaires available in Arabic and English. The surveys ask visitors about their experiences, the services they are interested in, and their views on the accessibility solutions being showcased. Al Mahi said the company will review the feedback after the exhibition to better understand passenger expectations and identify areas where services could be improved.