Dubai Duty Free, recognized as one of the largest duty-free markets operating within a single airport globally, has been officially designated as the world’s first accredited duty-free shopping destination for autism by the International Board of Credentialing and Continuing Education Standards (IBCCES). This acknowledgment reflects the market’s innovative operations and excellence in comprehensive staff training, as well as its enduring commitment to creating a high-quality and inclusive shopping environment that welcomes all customers, including those with autism and those with sensory needs.
With this achievement, Dubai Duty Free follows the exemplary path of Dubai Airports and Emirates Airlines, both of which were the first airport and airline to receive this recognition consecutively, after Dubai was proclaimed the world’s first certified autism-friendly tourism destination.
Over 4,800 employees across different terminals and offices of Dubai Duty Free successfully completed a training program aimed at assisting individuals on the autism spectrum, enhancing their shopping experience to be enjoyable and comfortable. Remarkably, the training achieved a completion rate of 98.76% within just 26 days.
Commenting on this achievement, Ramesh Cidambi, CEO of Dubai Duty Free, stated: “We are delighted to receive this accreditation from the IBCCES, marking a significant milestone in our unwavering commitment to offering inclusive services to all our customers. This recognition is a testament to Dubai Duty Free’s dedicated efforts to facilitate accessibility and promote inclusiveness across all our operations, reflecting our vision that travel should be a safe, enjoyable, and accessible experience for everyone.”
The certificate presentation ceremony took place in September at the Dubai Duty Free headquarters in Umm Ramool, with Cidambi being joined by Salah Taher, Deputy CEO, Mona Al Ali, Senior Vice President of Human Resources, Bianca Rubinheimer, Principal Account Manager from the IBCCES, Jeff Strachan, Assistant Vice President of Operational Services from Dubai College of Tourism, and Mariam Alouz, Head of Tourism Industry Support at Dubai College of Tourism.
Implementation of the Sunflower Lanyard for Recognizing Individuals with Hidden Disabilities
As part of obtaining this accreditation, Dubai Duty Free will implement best global practices in customer service that cater to the needs of those with autism and other hidden disabilities across all of its retail outlets. This initiative embodies values of empathy, respect, and flexibility towards individuals with sensory disorders or developmental differences. The duty-free market has adopted the internationally recognized Sunflower Lanyard, which facilitates the identification of people with hidden disabilities. Cidambi added: “These initiatives are a pioneering step towards enhancing inclusivity and creating a more supportive and comfortable environment for all travelers at Dubai Duty Free. We are pleased to implement measures aimed at raising awareness and providing tangible support for individuals and families dealing with hidden disabilities.”
Dubai Duty Free encourages all travelers and customers to pay attention to the Sunflower Lanyard to promote a culture of care and understanding in the travel retail environment.
Key Features of the Autism-Friendly Initiative
The initiative features several key components, including awareness and recognition of conditions, support for purchasing processes, employee standards and communication, and consistency in operational practices. Front line staff at Dubai Duty Free will wear sunflower-shaped pins on their uniforms to indicate their readiness to assist customers with hidden disabilities. Designated staff in sales areas will display the Sunflower symbol to enhance visibility and accessibility for those requiring additional support. Additionally, sensory bags will be available for travelers wearing the Sunflower Lanyard, subtly indicating their need for further assistance. To ensure continuous application of the initiative, an “Autism Champion” will be assigned for every shift to provide ongoing and effective support.
Dubai Duty Free Supports the Seventh Edition of the International Expo for People of Determination
Dubai Duty Free will support the seventh edition of the International Expo for People of Determination as the strategic partner of this pivotal event in the region, focusing on trade, professionals, and consumers to improve the lives of people of determination. The expo aims to create a singular platform that unites the business community and civil society in the Middle East, along with their families, caregivers, governments, and leading international technology providers. Through the Dubai Duty Free Humanitarian Foundation, Dubai Duty Free continues to support and empower individuals of determination via comprehensive initiatives that enhance their participation in society and strengthen their role within their communities.