Emirates is working towards becoming the world’s first Autism Certified Airline, enhancing accessibility for customers with autism and sensory sensitivities.
This certification, to be awarded by the International Board of Credentialing and Continuing Education Standards (IBCCES), will be granted once over 30,000 Emirates staff complete the required training.
As part of its commitment to making travel more inclusive, Emirates plans to introduce new services and standards later this year to improve the experience for passengers on the autism spectrum and their families. A survey on AutismTravel.com revealed that 78 per cent of families hesitate to travel, and 94 per cent would take more vacations if staff were trained in autism awareness.
To drive this initiative forward, Emirates has partnered with IBCCES, a leading organisation in autism and neurodiversity training. Together, they conducted an on-site review and comprehensive audit, gathering feedback from over 14,000 individuals with disabilities, including those with autism, and industry professionals. This data, alongside flight audits of Emirates’ routes, helped shape a new set of standards to support passengers with sensory sensitivities.
Based on these findings, Emirates is implementing the new standards across the entire journey. At least 80 per cent of customer-facing staff will undergo training, with a commitment to ongoing education and continuous improvements. Emirates’ ground staff and cabin crew will be trained on autism and sensory awareness, focusing on strategies to assist individuals based on their unique needs.
From 2025, Emirates will also introduce new services, including sensory guides, which are digital tools that help travellers navigate sensory environments based on factors such as sound and lighting. Additionally, sensory products like fidget toys will be available on flights to help reduce stress and improve focus.
In April 2024, Emirates achieved Certified Autism Center status for its Dubai check-in facilities, following Dubai Airport’s recognition as the first international airport to receive this certification in December 2023. The new training and protocols set for 2025 will further enhance accessibility for neurodiverse passengers, supporting Dubai’s goal to become the first Certified Autism Destination in the Eastern Hemisphere.
