Image: Dubai Media Office
Dubai Duty Free, one of the world’s largest single-airport retail operators, has been officially recognised by the International Board of Credentialing and Continuing Education Standards (IBCCES) as the world’s first Autism Certified airport retailer.
The Certified Autism Center (CAC) designation acknowledges the retailer’s extensive staff training and commitment to creating an inclusive shopping environment for autistic and sensory-sensitive customers. This milestone supports a broader city-wide initiative that has also positioned Dubai as a Certified Autism Destination, following Dubai Airports and Emirates Airlines, which became the first airport and airline, respectively, to achieve the same recognition.
Training at scale
More than 4,800 Dubai Duty Free employees across concourses, terminals, and back-office operations have completed training to better support individuals on the autism spectrum. Impressively, this was achieved with a 98.76 per cent completion rate in just 26 days.
Commenting on the achievement, Ramesh Cidambi, managing director of Dubai Duty Free, said: “It is an honour to receive this certification from IBCCES. This milestone is a testament of our commitment to delivering inclusive service to our diverse customer base. It aligns with Dubai Duty Free’s broader efforts to enhance accessibility and inclusivity across our operations. This achievement reinforces the organisation’s belief that travel should be a safe and welcoming experiences for everyone.”
The awarding ceremony, held in September at Dubai Duty Free’s head office in Ramool, was attended by senior executives including Salah Tahlak, deputy managing director; Mona Al Ali, senior vice president – Human Resources; and representatives from IBCCES and the Dubai College of Tourism.
Autism-friendly practices in action
As part of its certification, Dubai Duty Free is introducing autism-friendly service practices across its retail network. The initiative incorporates international best practices, with a focus on empathy, respect, and flexibility for customers with sensory sensitivities or developmental differences. It also adopts the globally recognised sunflower symbol to discreetly identify individuals with hidden disabilities.
“These practices are a significant step in making Dubai Duty Free a more inclusive and supportive space for all travellers. We are happy to introduce measures that not only foster awareness but also provide meaningful support to individuals and families navigating hidden disabilities,” added Cidambi.
Key features include:
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Awareness and identification – frontline staff will wear sunflower pins to indicate readiness to assist.
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Dedicated counters – retail areas will display the sunflower symbol for clear visibility.
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Sensory kits – available for travellers wearing sunflower lanyards, discreetly signalling the need for extra support.
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Operational consistency – each shift will have a designated ‘Autism Champion’ to ensure implementation.
Ongoing commitment to accessibility
Dubai Duty Free will also act as a strategic partner for the 7th edition of the AccessAbilities Expo, the region’s leading event dedicated to enhancing the lives of people with disabilities.
Through its Dubai Duty Free Foundation, the retailer has long championed inclusive initiatives that empower people of determination, supporting their integration into society and strengthening their role within the community.
