UAE. Dubai Duty Free has been named the world’s first Autism Certified airport retailer by the International Board of Credentialing and Continuing Education Standards (IBCCES).
This Certified Autism Center (CAC) recognition highlights the retailer’s commitment to extensive staff training and promoting an inclusive and welcoming shopping experience for autistic and sensory-sensitive customers.
This achievement is part of a broader city-wide initiative that has also designated Dubai as a Certified Autism Destination, building on Dubai Airports and Emirates Airlines’ earlier recognition as the first airport and airline to achieve the certification.
Dubai Duty Free has trained over 4,800 employees across airport concourses, terminals and back offices to better assist individuals on the autism spectrum, reaching 98.76% completion rate in just 26 days.
Dubai Duty Free Managing Director Ramesh Cidambi said: “It is an honour to receive this certification from IBCCES. This milestone is a testament to our commitment to delivering inclusive service to our diverse customer base.
“It aligns with Dubai Duty Free’s broader efforts to enhance accessibility and inclusivity across our operations. This achievement reinforces the organisation’s belief that travel should be a safe and welcoming experience for everyone.”
Cidambi represented the company at the awarding ceremony in September at Dubai Duty Free’s head office in Ramool.
Joining him were Deputy Managing Director Salah Tahlak, Senior Vice President – Human Resources Mona Al Ali and Key Account Manager, IBCCES Bianca Raubenhaimer; alongside representatives from Dubai College of Tourism, including Associate Vice President – Business Operations Jeff Strachan and Head of Tourism Industry Support Maryam Allouz.
In line with its Autism Certification, Dubai Duty Free will introduce comprehensive autism-friendly service practices across its retail locations to support passengers and customers with autism and other hidden disabilities.
The initiative adopts global best practices, focusing on empathy, respect and flexibility for those with sensory sensitivities or developmental differences, and uses the sunflower symbol to identify individuals with hidden disabilities.
Cidambi added: “These practices are a significant step in making Dubai Duty Free a more inclusive and supportive space for all travellers. We are happy to introduce measures that not only foster awareness but also provide meaningful support to individuals and families navigating hidden disabilities.”
To foster compassion and understanding in the travel retail environment, Dubai Duty Free is encouraging travellers to look for the sunflower symbol, signalling support for passengers with hidden disabilities.
Key elements of the initiative include awareness and identification, transaction support, staff standards and communications, and operational consistency.
For clear visibility and easy access, frontliners will wear sunflower pins, and dedicated counters will display the symbol, making it easy for customers to identify where extra support is available.
Sensory kits will also be provided for travellers wearing a sunflower lanyard, and each shift will include an ‘Autism Champion’ to maintain consistent support.
In other news, Dubai Duty Free has joined the 7th edition of the AccessAbilities Expo as a strategic partner. The region’s leading trade, professional and consumer event aims to improve the lives of people with disabilities and provide a platform for businesses, governments, caregivers and technology providers across the Middle East. ✈
