The appointment will be formally made by the International Board of Accreditation and Continuing Education Standards
(IBCCES) in the coming months, when more than 30,000 Emirates cabin crew and ground staff have completed initial training. Emirates also plans to implement new standards and services that will improve the travel experience on the ground and on board for both customers on the autism spectrum and their families and companions, which will be announced later this year.
Accessible travel for all
For many members of the global autism community, international air travel is a very difficult experience, or something to be avoided altogether, due to the high level of sensory input that can be involved. A survey by AutismTravel.com found that 78% of families are hesitant to travel or visit new places, and that 94% of respondents would go on more holidays if they had access to places where staff were trained and certified in autism. As part of Emirates’ mission to make travel more inclusive and accessible for all, this important step also supports Dubai’s ambition to become the most accessible destination in the world.
What is the Autism Certified Airline™ (ACA) designation?
Driven by its commitment to creating an enjoyable travel experience for all customers, including people with autism and those with sensory sensitivities, Emirates has worked in collaboration with IBCCES, a leading autism and neurodiversity training and certification organisation, to conduct an on-site review and comprehensive audit.
As part of a comprehensive research effort, IBCCES surveyed more than 14,000 people with a range of disabilities, including people with autism, people with sensory sensitivities, and their families and caregivers. The survey data was collated with numerous interviews, an International Air Transport Association (IATA) industry survey, and the input of 1,200 industry professionals, helping to develop the most beneficial standards for both passengers and airline staff. In addition, IBCCES experts conducted several audits of Emirates flights on short- and long-haul routes.
Detailed data collection has ensured input from key stakeholders, including lived experiences of people with autism, global thought leaders, industry professionals and healthcare experts, combined to create new industry standards to accommodate passengers with autism and sensory sensitivities during air travel. Using a data-driven approach, Emirates and IBCCES partnered to create a new plan to accommodate passengers with accessibility needs, spanning the entire journey from ground-based to in-flight services. Emirates will lead the implementation of these new standards in aviation for the first time. The thorough certification process includes ensuring at least 80% of customer-facing staff complete training, along with a commitment to ongoing training and improvement.
Emirates training on autism and sensory awareness for over 30,000 employees As part of the appointment, Emirates ground and cabin crew will receive new training focusing on autism and sensory awareness to equip them with the understanding and skills to support the needs of travellers with autism and sensory sensitivities, along with their families. The training educates Emirates teams on the autism spectrum, the misconceptions and challenges they face, the many ways to support customers based on their individual needs, and potential prompts and triggers that staff should be aware of. The new training builds on the foundation laid by Emirates’ ‘Introduction to Autism and Hidden Disabilities’ training, which was completed by 23,000 employees in 2023.
Emirates' new rules and services for customers with autism
Throughout 2025 and beyond, Emirates will introduce new standards and services for customers with autism and sensory conditions that will ensure more enjoyable and accessible journeys. One such service is the introduction of ‘sensory guides’ – digital aids developed as part of the audit conducted by IBCCES in collaboration with Emirates that enable travellers to make informed decisions about the different environments they encounter and plan what suits their needs and preferences. The guides were created following extensive audits of Dubai’s facilities and onboard experience, measuring sensory inputs in public areas such as sound levels, lighting and potential sights and smells. Another development planned for 2025 will be the introduction of neurodiverse sensory products for passengers on Emirates flights – sensory toys or aids that encourage focus, help reduce self-stimulating behaviour and reduce stress.
Working together for accessible travel: Emirates, Dubai Airports and Dubai Tourism In April 2024, Emirates achieved the Certified Autism Centre™ designation for all four of its check-in facilities in Dubai, including its dedicated centre at Terminal 3 at Dubai International Airport (DXB). In December 2023, Dubai Airport became the first international airport to be awarded the Certified Autism Centre™ designation.
Driving the accessible travel agenda, Emirates’ new training programme, as well as new standards and protocols to be rolled out in stages in 2025 and beyond, will enable neurodiverse customers to fly with greater comfort. These achievements align with the Department of Economy and Tourism’s (DET) vision for Dubai to become the first Certified Autism Destination™ (CAD) in the Eastern Hemisphere. Working closely together, Emirates, the Department of Economy and Tourism, Dubai Airports, the General Directorate of Residency and Foreign Affairs, Dubai Police and Dubai Customs are making
significant progress towards inclusive and accessible travel.
Source: Emirates.