Emirates has officially embarked on an inspiring journey to become the world's first Autism Certified Airline™, inviting customers with autism and sensory sensitivities to experience Emirates' seamless service and personalized hospitality, making travel more accessible for all. Next month the International Board of Credentialing and Continuing Education Standards (IBCCES) will officially award the inaugural designation, when more than 30,000 Emirates cabin crew and ground staff will complete initial training. Emirates also plans to introduce new standards and services that will improve the ground and air travel experience for both customers on the autism spectrum and their families and companions, to be announced later in the year.
Accessible travel for all
For many members of the global autism community, international air travel is a very challenging experience, or one that is completely avoidable due to the high level of sensory stimulation. A survey by AutismTravel.com revealed that 78% of families are hesitant to travel or go somewhere new, and 94% of respondents would take more vacations if they had access to autism-trained and certified staff. As part of Emirates' mission to make travel more inclusive and accessible for all, this important step also supports Dubai's ambition to be the world's most accessible destination.
what Autism Certified Airline™ designation (ACA)?
Driven by its commitment to create a welcoming travel experience for all customers with autism and sensory sensitivities, Emirates worked collaboratively with IBCCES, a leading organization in autism and neurodiversity training and certification, to conduct an onsite review and comprehensive audit.
As part of a larger research effort, IBCCES surveyed more than 14,000 people with autism, sensory sensitivities and a variety of disabilities, including their families and caregivers. Survey data was combined with numerous interviews, International Air Transport Association (IATA) industry surveys, and feedback from 1,200 industry professionals – helping to develop the standards most beneficial to both passengers and airline staff. In addition to the collected feedback, IBCCES experts conducted several flight audits of Emirates on both long-haul and short-haul routes.
Compilation of detailed information secured input from key stakeholders with lived experience of autism, global thought leaders, industry professionals and healthcare experts – which combined to create new industry standards that accommodate passengers with autism and sensory sensitivities during air travel. Using a data-driven approach, Emirates and IBCCES have partnered to develop a new blueprint for serving passengers with accessibility requirements, covering the entire journey – from ground service to in-flight service, and Emirates will lead the way in bringing these new standards to life. For the first time in aviation. The thorough certification process includes ensuring that at least 80% of customer-facing staff have completed dedicated training, as well as a commitment to ongoing training and improvement.
Emirates' autism and sensory-awareness training for over 30,000 employees
As part of the designation, Emirates ground staff and cabin crew will receive a new, focused training on autism and sensory awareness to equip them with the understanding and skills to meet the needs of passengers with autism and sensory sensitivities along with their families. The training educates the Emirates team about the autism spectrum, the misconceptions and challenges faced, the myriad ways to support customers depending on their individual needs, and the potential stimuli and triggers that staff should be aware of. The new training builds on the foundation established by Emirates' 'Role of Autism and Hidden Disabilities' training, which was completed by 23,000 staff in 2023.
Emirates' new values 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 travel. One such service is the introduction of 'Sensory Guides' – digital aids developed as part of an audit conducted by IBCCES in collaboration with Emirates to enable travelers to make informed decisions about the various environments they encounter and plan what suits their needs and preferences. The guides were developed by conducting extensive facility audits across Dubai locations and measuring sensory inputs to the inflight experience, noise levels, lighting, and public areas such as potential sights and smells. Another development expected in 2025 is the introduction of neurodiverse sensory products for customers on Emirates flights – sensory fidget toys or aids that can encourage focus, self-stimulating behavior and help reduce stress.
Working together for accessible travel: Emirates, Dubai Airports and Dubai Tourism
In April 2024, Emirates achieved a Certified Autism Center™ designation for four Dubai check in facilities, including a dedicated hub at Terminal 3 at Dubai International Airport (DXB). In December 2023, Dubai Airport celebrated as the first international airport to receive the Certified Autism Center™ designation. Continuing to advance the accessible travel agenda, Emirates' new training program, as well as new standards and protocols phased in by 2025 and beyond, will enable Neurodivers customers to fly more comfortably. These achievements align with the Department of Economy and Tourism's (DET) vision of Dubai becoming the first Certified Autism Destination™ (CAD) in the Eastern Hemisphere. By working closely together – Emirates, the Department of Economy and Tourism, Dubai Airports, the Directorate General of Residency and Foreign Affairs, Dubai Police and Dubai Customs, are making significant strides in inclusive and accessible travel.