Amid the constant flow of travelers at Terminal 2, the afternoon of April 12, 2026, marked a quiet yet deeply meaningful moment. It was when these “special passengers” – children with sensory sensitivities – began a journey to overcome their fears and take one step closer to their dream of flying.
The program was the result of careful preparation and close coordination among Noi Bai International Airport (NIA), Emirates Airline (the national airline of the United Arab Emirates), the Immigration Police at Noi Bai International Airport, and Hanoi Ground Services JSC (HGS).
Empathy behind every procedure
The airport environment, with its noise and heavy passenger traffic, can often be overwhelming for individuals with sensory sensitivities. In fact, more than 100 million people around the world face these challenges, making many families hesitant about traveling, especially by air, where procedures are often strict and highly regulated.
Understanding that travel can be stressful for passengers requiring special assistance, the participating units held discussions early on to ensure the most thorough preparation possible. The rehearsal was concise yet covered all the essential steps of the air travel process, just like for a real passenger. In less than three hours at Noi Bai International Airport, the children were introduced to each touchpoint, from the check-in counter and the security screening area to the aircraft cabin.
A small journey, a meaningful impact
To ensure the quietest and most comfortable environment possible for the children, Noi Bai International Airport proactively selected a suitable time slot, avoiding peak travel hours. Although Terminal 2 consistently operates at a high volume, staff at each touchpoint worked in close coordination to create a slower, more patient pace specifically for the children. This attentive support created a learning environment that was not only procedurally safe but also warm and humane, helping these special passengers overcome psychological barriers and gain confidence through the experience.
At the check-in counter, there was no rush. The children learned how to observe the information boards and understand the boarding pass – the key that opens the door to a new world.
At the security checkpoint, the children were amazed to see that simply scanning the boarding pass allowed the automatic gate to open, granting access to the immigration and security screening area.
Body scanners and screening procedures, which can easily cause fear, were explained gently by security staff, helping the children understand that these steps are in place to ensure the safety and security of both the flight and themselves.
Cabin experience: Once they stepped into the Emirates aircraft cabin, the quiet atmosphere and the warm welcome from the cabin crew seemed to dissolve much of their anxiety. The hands-on experience of the seating and the sounds inside the cabin helped reduce the “unpredictability” that is often a trigger for sensory overload.
From awareness to action
This event was not only for the children. It was also a valuable opportunity for all service partners involved in the flight process to strengthen coordination and build the image of an aviation gateway that is friendly and deeply humane. Amid the pressure of serving large volumes of passengers, making the effort to understand and support “invisible disabilities” is an important step forward in customer service culture.
Continuous efforts to improve infrastructure for PRM passengers
Alongside experiential programs, Noi Bai International Airport continues to invest in dedicated infrastructure to ensure equal access to services for all passengers.
PRM passengers can conveniently use priority walkways and check-in counters to minimize waiting time. In restricted areas, separate restroom facilities are fully equipped with handrails, wheelchair space, and emergency alarm buttons. In addition, priority seating areas, free drinking water stations with both high and low taps, and sign language guidance displays for passengers with hearing impairments have all been thoughtfully arranged. Even travel between the two terminals has become more convenient thanks to the electric shuttle bus system equipped with dedicated ramps for wheelchairs.
The “Travel Rehearsal” initiative by Emirates
The Travel Rehearsal program is part of Emirates’ global commitment to making travel more inclusive for everyone. By listening carefully and continuously improving services for passengers with disabilities, Emirates hopes to help every family feel confident in enjoying their first holidays and exploring the world with dignity.
The journey ended with relieved smiles from fathers and mothers who had once never dared to dream of a long trip. Noi Bai International Airport and its partners will continue their efforts to ensure that every passenger feels respected and cared for on every journey through the aviation gateway of the Capital.
