Emirates Is Training Its Staff to Better Serve Autistic Passengers

10.01.2025 - 19:15 / cntraveler.com

Emirates will soon become the world’s first commercial Autism Certified Airline. The Dubai-based carrier’s 30,000 cabin crew and ground staff will complete training designed to allow passengers with autism and sensory sensitivities to experience a personalized service, and to make the process of flying more accessible. The milestone will follow JSX's designation as the world’s first air carrier to be certified “Autism Aware” by Autism Double-Checked in 2023.

The inaugural designation is due to be formally awarded in the coming months by the International Board of Credentialing and Continuing Education Standards (IBCCES). Emirates says it is also planning to roll out new standards and services, that will improve the on-ground and inflight travel experience for both customers on the autism spectrum and their families, with further announcements due later in the year.

Many travelers with autism find the sensory stimuli that comes with international air travel challenging. A survey by AutismTravel.com found that 78% of families are hesitant to travel or visit new locations, and that 94% of respondents would take more trips if they had access to destinations where staff are autism-trained and certified.

Ahead of creating the new designation, IBCCES surveyed more than 14,000 people with a variety of disabilities, including people with autism and sensory sensitivities, along with their families and caregivers. It also looked at an International Air Transport Association (IATA) industry survey and took feedback from 1,200 industry professionals to create a new set of standards, designed to be the most beneficial for passengers and airline staff, both on the ground and in the air.

Measures include the introduction of digital sensory guides, that will offer information about environments that will be encountered by travelers in Dubai, looking at factors such as sound levels, lighting, and potential sights and smells. The airline is also set to introduce in-flight neurodiverse sensory products like fidget toys or aids that can encourage focus and help to reduce anxiety.

Dubai's first Assisted Travel Lounge

It comes as Dubai International Airport (DXB) continues its push to become the world’s most accessible. In September, it debuted the first dedicated Assisted Travel Lounge at Terminal 2, offering a “safe and comfortable” space for disabled travelers, including those with autism and hidden disabilities.

It features designated wheelchair areas, tactile surfaces for easy navigation, seating for the hearing-impaired, which facilitates face-to-face communication with employees, a decompression zone for individuals with autism, plus a special area for unaccompanied minors.

In 2022, the airport launched the Sunflower