Dubai Duty Free, recognized globally as one of the largest single-airport retail operators, has gained official acknowledgment from the International Board of Credentialing and Continuing Education Standards (IBCCES) as the world’s first airport retailer to be Autism Certified.
The Certified Autism Center (CAC) designation highlights the retailer’s comprehensive training provided to staff and its dedication to fostering an inclusive shopping experience for customers with autism and sensory sensitivities. This achievement is part of a broader city-wide project that has also established Dubai as a Certified Autism Destination, following the same recognition achieved by Dubai Airports and Emirates Airlines, which were the first airport and airline, respectively, to gain this honor.
Widespread Training Implementation
Over 4,800 employees of Dubai Duty Free from various areas including concourses, terminals, and administrative offices have undergone training to better assist individuals on the autism spectrum. Remarkably, this was accomplished with a 98.76 percent completion rate within just 26 days.
Commenting on this achievement, Ramesh Cidambi, managing director of Dubai Duty Free, stated: “Receiving this certification from IBCCES is a significant honor. This milestone reflects our commitment to providing inclusive service to our diverse clientele. It is in line with our broader initiatives aimed at improving accessibility and inclusivity throughout our operations, reinforcing our belief that travel should be a safe and welcoming experience for everyone.”
The recognition ceremony took place in September at the Dubai Duty Free headquarters in Ramool, attended by senior officials including Salah Tahlak, deputy managing director; Mona Al Ali, senior vice president of Human Resources; as well as representatives from IBCCES and the Dubai College of Tourism.
Implementing Autism-Friendly Practices
As part of its certification, Dubai Duty Free is rolling out autism-friendly service practices across its retail outlets. The initiative draws upon international best practices, with an emphasis on empathy, respect, and adaptability for customers with sensory sensitivities or developmental differences. Additionally, the widely recognized sunflower symbol will be adopted to discreetly identify individuals with hidden disabilities.
“These initiatives are crucial in making Dubai Duty Free a more inclusive and supportive environment for all travelers. We are excited to introduce measures that not only promote awareness but also provide essential support to individuals and families dealing with hidden disabilities,” said Cidambi.
Notable features of the initiative include:
Staff Awareness – frontline employees will wear sunflower pins to indicate their willingness to assist.
Designated Counters – retail spaces will feature the sunflower symbol for easy identification.
Sensory Kits – provided for travelers who wear sunflower lanyards, signaling the need for additional support.
Consistent Operations – each shift will have a designated ‘Autism Champion’ to oversee the implementation of these practices.
Continued Commitment to Accessibility
Dubai Duty Free will also serve as a strategic collaborator for the 7th AccessAbilities Expo, the leading event in the region focused on improving the lives of individuals with disabilities.
Through its Dubai Duty Free Foundation, the retailer has actively supported inclusive initiatives aimed at empowering people with determination, facilitating their integration into society, and enhancing their role within the community.