How Bitmore eliminated 50 tonnes of virgin plastic from its supply chain

In the first instalment of our new, regular TR Sustainability Hub feature, travel tech and accessories B Corp Bitmore shares how swapping conventional plastics for wheatstraw helped the company to cut more than 50 tonnes of virgin plastic from its supply chain in the space of two years.

Bitmore is known for supplying carbon offset and sustainable power and audio consumer technology, gadgets and accessories exclusively to the travel retail market, and the company walks the talk behind the scenes too.

By striving to move away from disposable tech culture and ‘redefine what responsibility looks like in a traditionally waste-heavy category’, the EcoVadis Platinum-rated supplier has racked up notable accomplishments in the realms of transparency, ethical governance and environmental performance.

One of its most tangible achievements to date – and one that kick-started its sustainable journey back in 2018 – has been replacing conventional plastics with wheatstraw, a renewable agricultural by-product.

At the time, while wheatstraw was widely available, it was primarily used for items like cutlery and plates, as Hoj Parmar, CEO, Bitmore told us: “We discovered it could be blended up to 35% with virgin plastic while still maintaining the required strength and integrity for our components. At the time, certification for recycled materials was both costly and new. There weren’t enough certified suppliers in the chain to guarantee full transparency, which delayed our transition to 100% GRS/RSC-certified recycled plastic. Over time, we persuaded the necessary partners in our supply chain to certify, sharing costs to make it possible, paving the way for what eventually became our standard.”

A limiting factor that reared its head during the process was the naturally brittle structure of wheatstraw. Explained Parmar: “To maintain the required durability and performance of the product, we could incorporate no more than about 35% wheatstraw into the blend.

“Beyond that point, the material would lose too much strength, so 35% became the optimal balance for reducing virgin plastic while still ensuring product integrity.”

Kick-starting a deeper transformation

Ultimately, the shift to wheatstraw alone eliminated more than 50 tonnes of virgin plastic from Bitmore’s supply chain in just two years, states the company, setting the foundation for deeper transformation.

“Today, our GRS/RSC-certified products offer complete material transparency from raw input to finished goods,” said Parmar. “At every stage, whenever materials move to the next partner in the production process, Transaction Certificates (TCs) are issued to document authenticity. All suppliers in this chain are certified and may only collaborate with other certified partners, ensuring full traceability and integrity.”

He added: “GRS/RSC applies to the products themselves, while our packaging uses FSC-certified card.”

Navigating the journey has led to Bitmore designing its products around the recycled materials that are available to the company. Currently, around 90%-95% of the plastic in its supply chain is recycled.

“The remaining 5%-10% relates to specific products where material options or certified supply partners are still limited, though we’re actively working to close that gap,” he said, continuing: “It’s also worth noting how rapidly material science has evolved, especially post Covid. Innovation across all material categories – not just plastics – has been extraordinary. Take leather alternatives, for example: there are now multiple sustainable options made from coffee grounds, cactus, apple waste, banana skins, and many more alternatives. This acceleration mirrors the growing consumer demand for genuinely sustainable choices from brands.”

How to make the change

“I would say focus on building transparent, certified supply chains from the outset and be disciplined about the claims you make,” said Parmar. “The most meaningful progress comes from working closely with suppliers, helping them achieve recognised certifications, and ensuring every material can be traced from its origin to the finished product.

“This foundation not only strengthens credibility but also prevents unintended greenwashing. Any sustainability claims should be supported by verified standards and certified documentation, not assumptions or marketing language. It may take more time and collaboration early on, but it creates integrity and trust.”

TR Sustainability Week 2026 is taking place in December – click here to register your interest.

A version of this article first appeared as part of the Global Industry Survey 2026, which featured in the January 2026 issue of TRBusiness.

Penrhos Spirits expands travel retail presence with Dubai Duty Free listing

Penrhos Spirits Gin — Image Credit: Penrhos Spirits

Penrhos Spirits – a family farm-crafted gin brand – has secured its second airport duty-free listing, with Dubai Duty Free (DDF), for its sustainable, farm-to-bottle gin range.

The brand’s London Dry and Apple & Elderflower variants are now available across multiple DDF outlets at Dubai International Airport. The listing marks Penrhos Spirits’ first entry into the international travel retail market outside the UK.

The breakthrough is also the first ‘wonky fruit’ gin to launch at DDF – and is one of the first spirits brands to enter the Middle Eastern travel retail market with 100% recycled aluminium packaging.

The Dubai listing follows Penrhos’ partnership with Vintage International as its local distribution partner. To support the launch, Penrhos will deploy Brand Ambassadors from Vintage International in-store to introduce the gin to passengers, with plans for a major branded activation in the first half of 2026.

Elsewhere, Penrhos is building its UK travel retail presence with listings through Lagardère at London Luton and London City airports (70cl formats), and at London Heathrow Airport (5cl miniatures and gift packs), alongside a range of 100cl listings onboard DFDS Ferries.

Penrhos packaging supports sustainability

In addition to its ‘wonky fruit’ origins, another key point of difference for Penrhos is the brand’s lightweight recycled aluminium bottles. An alternative to traditional glass packaging, they deliver a 91% lower carbon footprint compared with glass equivalents.

These aluminium bottles are lighter throughout the supply chain, require less shelf space, weigh less in passengers’ hand luggage, and eliminate the risk of breakage associated with glass bottles.

Penrhos Spirits onshelf display DDF — Image Credit: Penrhos Spirits

Penrhos Spirits Co-Founder Harriet Evans commented: “Dubai is one of the world’s most prestigious travel retail destinations and we are thrilled that our craft family-farm wonky fruit gin will be available for shoppers in this international [location].

“Our delicious spirits in 100% recycled aluminium bottles are perfect for travel retail – lightweight, durable and [they] create significant savings across the entire supply chain.”

DDF Senior Vice President for Purchasing Sharon Beecham noted: “Penrhos Spirits brings together innovation, sustainability and quality in a way that strongly resonates with Dubai Duty Free.

Penrhos Spirits gin DDF onshelf — Image Credit: Penrhos Spirits

“The brand’s use of 100% recycled aluminium packaging addresses key environmental considerations for travel retail while offering our customers a distinctive premium gin. We are pleased to be the first Middle Eastern airport retailer to introduce this unique concept.”

Vintage International Managing Director Salim Farhat added: “We are proud to partner with Penrhos Spirits on this landmark Dubai Duty Free listing, which brings a genuinely innovative and sustainable gin concept to one of the world’s most important travel retail hubs.

“Lightweight, recycled aluminium packaging is exactly the kind of forward-thinking solution the channel needs and we see strong potential for Penrhos to resonate with today’s environmentally conscious traveller.”

WePurple earns B Corp status following three-year transformational journey

Lucy Hillyard, People & Culture Director at WePurple.

Integrated design, digital and communications agency WePurple has attained B Corporation (B Corp) certification, marking an important milestone in its efforts to help contribute to a more inclusive, equitable and regenerative global economy.

The company has been working towards the accreditation over the course of three years, with the initiative led by People & Culture Director Lucy Hillyard, who transformed operations across the consultancy’s six global locations, successfully contributing to the company’s certification.

“When we talk about how #wepurpletheworld, we have always aspired to do it in a way that positively impacts our communities,” said Hillyard.

“Becoming a Certified B Corporation is a natural and important step in this mission and exemplifies our long-standing belief that great design, digital experiences and communications can – and should – make a great difference to the world.

“Our certification is the result of many meaningful, and often ‘unseen’, improvements that together have strengthened how we operate.

“We are extremely proud to be part of a global community of businesses that meet high standards of social and environmental impact.”

Earning B Corp status means that a company has been verified as meeting B Lab’s high standards for social and environmental impact, that it has made a legal commitment to stakeholder governance, and that it is demonstrating accountability and transparency by disclosing this record of performance in a public B Corp profile.

The rigorous assessment process evaluates an organisation’s practices across five key impact areas: governance, community, environment, workers, and customers.

Key initiatives delivered by WePurple within the impact areas include introducing a formal Code of Ethics, which now embedded into all new hire inductions.

The company also conducted its inaugural Diversity, Equity and Inclusion (DEI) survey and designed a new community engagement policy – WePurpose – which is being formally launched in 2026.

Furthermore, the agency worked with building management in Singapore to establish a building-wide recycling programme as well as water efficient fittings during recent building upgrades and completed its first ever Scope 1, 2, and 3 greenhouse gas emissions inventory.

Plus, it rolled out ‘comprehensive’ medical insurance for 95% of its employees globally, introduced an annual health and wellbeing allowance and engaged an external specialist to redesign performance reviews, designed ‘to help team members actively shape their career pathways’.

Another key initiative has been the launch of an annual partner satisfaction survey, gathering feedback from clients to drive continual improvement and evolution of its services.

The accreditation comes at a time when sustainability is a key component in the appeal of consumer brands. PwC’s Voice of The Consumer Survey, released in May 2024, showed that consumers are willing to spend an average of 9.7% more on sustainably sourced products and services, with 46% saying they are buying more sustainable products in order to reduce their environmental impact.

“There is clearly an imperative for consumer brands to take sustainability seriously, with shoppers increasingly looking to make considered choices and willing to spend more on products which align with their priorities,” said Hillyard.

“The investment WePurple has made in becoming a B Corp positions us as an agency that can help brands and retailers on their sustainability journeys, and act as a true partner in positively impacting consumers and communities alike.”

Ownership, clarity & courage needed to lead on ESG

Kreol Arakulath, Executive Director of Kreol Group, Dr. Munif Mohammed, head of the MEADFA Sustainability Committee, and Michele Miranda, Conference Director, TFWA. Photo: EZZ Production House.

Dr. Munif Mohammed, head of the MEADFA Sustainability Committee, and Kreol Arakulath, Executive Director of Kreol Group, took to the stage at the 2025 MEADFA Conference in Dubai to call upon duty free and travel retail (DF&TR) stakeholders in the Middle East and Africa (MEA) to “work together” and “be honest” if there is to be meaningful progress on ESG.

First up, Mohammed, provided an update on the progress of the association’s ESG Charter for Action and how it is designed to address a “critical future business challenge.”

Intended as a roadmap for all its members, paving the way for the DF&TR industry’s sustainable journey and how it can engage with and meet the demands of the new wave of consumers in the channel.

The ESG Charter for Action outlines a shared vision among MEADFA members to promote sustainability and responsible practice.

Key objectives include: harmonised ESG best practices, compliance with law, and development of a responsible offer – all while providing transparent ESG reporting.

“The document sets the stage for collective action,” said Mohammed. “This could be just a starting point for us.”

MEADFA members are being called upon to sign the charter, which is a legal document, to help create an impactful ESG ecosystem in the industry.

Please see here for an update on the Charter provided during the 2025 TFWA World Exhibition in Cannes: ‘We are resilient: by numbers & the behaviour of pax’

Munif Mohammed, head of the MEADFA Sustainability Committee, provided an update on the MEADFA ESG Charter for Action. Photo: EZZ Production House.

Key issues the industry needs to look at, he said, include how brands are working with retailers to define more responsible products.

“It’s important for the brands to take that on board and then work with the retailers to give priority to making those changes to the products,” said Mohammed.

“Retailers could also engage in the process again to give more prominence to highlighting the benefits of these more responsible products and create space to promote those products in the stores.

“I think, working together, we could scale up a more responsible offer which we know, by the way at least in our study, that 95% of our travel footprint comes from the products we buy. So it’s an issue we need to tackle together. It’s not something that can be done on an individual basis.”

He called out common excuses, such as it not being the right time, or thinking it’s someone else’s problem, or that governments or science will solve these types of problems – and rallied attendees in the room to sit up and take action.

“It’s exactly why this challenge requires leadership,” he said. “But it’s not just about giving directions. It’s about ownership, clarity and courage. Courage to act. Taking responsibility – and being responsible. I encourage you to read the Charter and participate actively in this collaborative way to improve the environmental, social and governance outcomes of our businesses.”

Kreol Arakulath, Executive Director of Kreol Group hammered home how “an important prerequisite for having any sort of serious conversation about this topic is going to be honesty”. Photo: EZZ Production House.

Following up his powerful message, Kreol Arakulath, Executive Director of Kreol Group, took the mic to discuss the company’s own sustainability journey and its impact on the community it serves.

“An important prerequisite for having any sort of serious conversation about this topic is going to be honesty,” he said.

“We have to be very real with ourselves about who we are, what exactly we want to do and how we plan to achieve that. Because if were not honest it can sometimes get a bit burry and a bit confusing.

“On the one hand we are talking about lower carbon emissions, but on the same topic we want more people to get on planes and travel. Is that a contradiction? Or is that something that’s more straightforward than we think?”

He posited that ESG has become “unnecessarily complicated’ with “a lot of mixed messages”.

He spoke of how, for some, chasing ESG kudos has become a matter of doing the least amount of work possible to get there, such as buying carbon credits to offset pollution, double counting credits and the like.

“When you add a number, bad actors tend to gamify it,” he said. “It then becomes more about how you are going to get a higher ESG score without having to do the work.

“Somewhere along the way attention changed from sustainability to tech and AI,” he added. “Now we are at a point where people are sceptical about the AI model and they are not using ESG language like they were before. That creates a lot of mixed messaging.”

Arakulath went on to spell out what this may mean for aviation when you are trying to make sense of it.

“At the core, what we are saying is: If you’re fortunate enough to be able to earn an honest living, reinvest a little bit of that into the betterment of society. That’s the core premise of social responsibility.”

Kreol Arakulath, Executive Director of Kreol Group believes ESG has become “unnecessarily complicated’ with “a lot of mixed messages”. Photo: EZZ Production House.

While he stressed that it’s important for everyone to play that part he stressed that “not everyone can do everything” and that making an impact relies on understanding what your sphere of influence is.

“At the very underlying core, we have to talk to one another. Because if we don’t talk about these things, all of the regulatory initiatives we do are not really going to be that helpful.”

He flagged barriers such as consumers not always willing to pay more for sustainable products when it comes to the crunch, despite indicating they would.

Also key is the need to consider accessibility aspects on top of issues like packaging waste reduction, citing how Kreol Group is working Pringles and NaviLens to assist blind and partially sighted people in shopping more independently by creating a more accessible experience.

He also spoke of what retailer could do, in terms of choice of materials and more, and also how airports “set the temperature for the entire value chain”.

“The industry is bigger though than just the trinity and everyone has a role to play,” he said, highlighting the role of distributors and more.

“There’s actually this tug of war that’s going on when it comes to having this sustainable approach,” he explained, saying how when this happening in the value chain, often the cost to the consumer goes up.

“Sure there may be some cost savings that happen too, but is there enough to really make that much of a difference to the duty-free value proposition? Not really. So, the real support comes from commercial support, when items are passed down the value chain.

“As I said earlier, airports determine the temperature of the value chain. They need to make conscious a decision on which initiatives they want to support… and waive different commercials to highlight or support those. This relieves the pressure on retailers to squeeze everybody else in the chain. And this helps retailers and brands to focus on creating those sustainable offers. Distributors can then focus on sustainable execution .

“Ultimately if we are not in a position to put our money where our mouth is when it comes it sustainability then we are not exactly being honest with ourselves, are we?”

New Cyprus Duty Free Honey launches at Larnaca and Pafos airports

Jars of the premium, locally produced Cyprus Duty Free Honey are available while stocks last.

Cyprus Duty Free has embarked on its Adopt a Hive initiative, partnering with local bee farm Oros Machairas to adopt four working hives as part of its ongoing ESG commitments.

Earlier this year, more than 50 colleagues from Cyprus Duty Free visited the Oros Machairas bee farm where they discovered the art of beekeeping and learned about the far-reaching environmental impact of the powerful pollinators.

Now, the retailer introducing the next phase of the journey with the launch of the new Cyprus Duty Free Honey, produced by its hives at the farm and available for passengers to purchase exclusively at Larnaca and Pafos airports (while stocks last).

“This partnership is very special to the team here at Cyprus Duty Free, allowing us to create a real and positive environmental impact while also involving passengers in our ESG journey,” said Antigoni Pafiti, Cyprus Duty Free’s Sustainability Officer and ARI ESG Champion.

“The end result is not only a beautiful, bespoke product for Cyprus Duty Free, but also a meaningful and long-lasting impact on local biodiversity.”

Cyprus Duty Free Honey is a great buy for passengers seeking a taste or a token of Cyprus that also actively supports the local bee population and helps to enhance the country’s biodiversity.

Since April, the adopted hives have so far pollinated an estimated nine billion flowers across Cyprus.

The partnership comes as part of continued efforts by Cyprus Duty Free to elevate its ESG efforts in line with ARI’s broader ESG strategy, Journey with Purpose.

Lagardère TR celebrates official launch of LESS decarbonisation platform

The LESS (Low Emission Sustainable Sourcing) platform is now officially live.

Lagardère Travel Retail has marked the official launch of the LESS (Low Emission Sustainable Sourcing) platform. As reported, this collective initiative is designed to harmonise the reporting of CO2 emissions across the retail sector’s supply chain.

Coordinated by Perifem and the Fédération du Commerce et de la Distribution (FCD), LESS brings together nine founding retailers – Lagardère Travel Retail, Carrefour, E.Leclerc, Intermarché, Coopérative U, Lidl, Auchan, Casino, and METRO France – and already counts more than 150 suppliers among its participants.

The platform, powered by OpenClimat, offers suppliers a single interface to report their carbon data across all participating retailers, significantly simplifying processes and improving transparency across the value chain.

By making the platform operational, the participating retailers have reaffirmed their shared ambition to accelerate the decarbonisation of both their own operations, and those of their suppliers.

With more than 90% of retail-related emissions stemming from Scope 3, this collaboration marks a decisive step towards more effective, data-driven carbon reduction strategies.

LESS brings together nine founding retailers: Lagardère, Carrefour, E.Leclerc, Intermarché, Coopérative U, Lidl, Auchan, Casino, and METRO France.

“The launch of LESS transforms an ambitious idea into concrete action,” commented Lagardère Travel Retail VPCSR Arnaud Rolland, who spoke at the official launch event in Paris. “By joining forces with our peers and partners, we’re building a unified approach that will enable the entire industry to move faster and further in its decarbonisation journey.”

Validated by the French Competition Authority, LESS is open to all French and European retailers and foodservice operators. A Stakeholder Committee (Comité des Parties Prenantes) gathering Perifem, FCD, and key industry federations has been created to guide and strengthen the initiative’s collective governance.

The launch of LESS is fully aligned with the Planet pillar of Lagardère Travel Retail’s PEPS CSR strategy (Planet, Ethics, People, Social), through which the company aims to achieve a -25% absolute reduction in Scope 3 carbon emissions by 2030, using 2024 as the base year, validated by Science Based Targets initiative (SBTi) requirements.

Everrich partners with Taiwanese brands on sustainability showcase

Everrich’s Connecting the World Beyond Borders forum has officially opened (see full credit below).

Everrich has partnered with 15 Taiwanese brands to launch a new local revitalisation exhibition and sustainability forum at its Taipei Neihu flagship store, strengthening its commitment to promoting homegrown talent and sustainable value chains in travel retail.

The initiative, themed Connecting the World Beyond Borders, opened on 13 November and brings together a diverse roster of Taiwanese producers spanning fashion, beauty, homeware, food and tea. The activation aims to offer visitors an immersive, multi-sensory introduction to the island’s creative culture while providing a platform for industry partners to exchange ideas on sustainability.

Long recognised as a cultural ambassador at Taiwan’s national gateways, Everrich has been stepping up efforts to champion local brands in the travel retail arena. The company said it continues to prioritise visibility for Taiwanese products at the airport, ensuring international travellers encounter the island’s craftsmanship from the moment they arrive.

The launch coincides with Everrich’s 30th anniversary, a milestone the company is marking with a deeper push into sustainability. Thirteen local revitalisation programmes have been rolled out so far, allowing frontline retail staff to visit brand partners’ farms, workshops and communities. These experiences, the company noted, translate into more informed storytelling and heightened service quality in airport stores.

Everrich said the programme directly supports the United Nations Sustainable Development Goals, notably SDG 8 (Decent Work and Economic Growth) and SDG 12 (Responsible Consumption and Production), by strengthening the supply chain link between producers, retailers and consumers.

Everrich Duty Free has long promoted Taiwan at the nation’s gateways.

The exhibition showcases brands from across Taiwan, including Story Wear, Springday, Yuan, Owen Ceramics, Jean Cultural & Creative, Chef Clean, Ta-Ho Rice, Cha Tzu Tang, Gimgoanheng, Byjolab, Jiu Zhen Nan, Pineapple Town, Blueseeds, Yoshantea and Hsieh Chiang Lin Tea House. The selection highlights what Everrich describes as a blend of tradition, innovation and environmental stewardship.

“A company should act as a bridge connecting the land with the world,” said Everrich President Kevin Chiang. “Travellers today seek to feel local spirit when they travel.” He added that airports are “the cultural gateway of a nation”, and that Everrich aims to turn public spaces into platforms for cultural and sustainable engagement.

The company plans to extend the exhibition to airport locations, building on its strategy of using gateway spaces to elevate local culture and broaden social impact.

Representatives from Everrich, Diageo, Cha Tzu Tang and YUAN.

Taoyuan International Airport Corporation Chairman Yang praised Everrich’s efforts, stating that the retailer has “long demonstrated its commitment to sustainability across various fronts, making the airport a dynamic stage for showcasing Taiwan’s culture”.

During the accompanying sustainability forum, Everrich was joined by representatives from Diageo, Cha Tzu Tang and Yuan to discuss embedding sustainability into brand culture, product development and community partnerships. Everrich reiterated its goal of working closely with suppliers to amplify Taiwanese culture and enhance the traveller experience across its airport network.

Main image caption (L-R): Hsu Shih-Hsun, Commissioner of the Taipei City Department of Environmental Protection; Yeh Kuang-shih, Honorary Chairman of the Asia-Pacific Public-Private Partnership Association; Fan Tian-Hsing, Deputy Director of Taipei Customs Administration, Ministry of Finance; Cheng Chien-Chung, Director of Taipei International Airport; YANG WEI-FU, Chairman of Taoyuan International Airport Corporation; Kevin Chiang, President of EVERRICH; Li Hou-Ching, Secretary-General of the General Association of Chinese Culture; Chang Dou-Hui of the Taiwan After-Care Association; Pan Wei-Ta of the Red Cross Society of the Republic of China (Taiwan); and Chiu Bing-Kun, President of National Taiwan Sport University.

Oliva Cigar Company achieves FSC Chain of Custody certification

Oliva Cigar FSC chain of custody certification

The FSC initiative forms just one part of Oliva’s broader sustainability strategy.

Oliva Cigar Company has announced that its cigar boxes are now produced entirely using Forest Stewardship Council (FSC)-certified wood – making it the first cigar manufacturer to achieve FSC Chain of Custody certification.

The milestone underscores Oliva’s long-term commitment to sustainability, environmental responsibility, and social accountability across its operations.

“This certification is not only about materials – it’s about a philosophy,” noted CEO Cory Bappert. “It ensures that all of the wood used in our boxes comes from responsible sources that support reforestation, biodiversity, workplace safety, and fair labour standards.”

The FSC Chain of Custody certification confirms that every stage of Oliva’s box production, from sourcing to finishing, follows rigourous sustainability protocols.

Oliva underlines sustainability commitment

The achievement caps a four-year company-wide project that involved developing new manuals, training employees across all departments, and expanding staffing to ensure standards were met consistently.

While certification marks a major step forward, Oliva said it viewed sustainability as an ongoing daily commitment. Each shipment of certified material will continue to be independently verified, ensuring that no uncertified wood enters the production process.

“The certification assessed our ability,” explained Director of Logistics and Product Regulations Bernie Rodriguez. “Now we are judged every day on how well we live up to it.”

At its Hacienda de Ernesto facility, Oliva develops its own seed varieties, to improve resistance and reduce pesticide use, protecting both the environment and the final product.

The FSC initiative forms just one part of Oliva’s broader sustainability strategy, which extends from the soil to the finished cigar. For more than five years, the company has operated a nursery outside Condega, Nicaragua, cultivating trees and plants for reforestation projects on its farms. It has also donated thousands of seedlings each year to schools and national programmes.

At its Hacienda de Ernesto facility, Oliva develops its own seed varieties, to improve resistance and reduce pesticide use, protecting both the environment and the final product. In addition, Oliva has adopted advanced Cuban soil-cutting techniques to minimise the disruption of natural biodiversity. The company has also established a circular farming system that closes the loop between factory and farm.

“Sustainability is not a campaign – it’s a way of thinking,” concluded Fred Vandermarliere, owner of Vandermarliere Cigar Family (VCF), Oliva’s parent company. “At Oliva, we understand that the only way to build a lasting legacy is to grow responsibly, give back to the land, and create cigars with integrity.”

London Luton Airport opens its new assisted travel lounge

The airport currently fulfils more than 700 pre-booked requested for its assisted travel service each day.

London Luton Airport (LLA) has opened its new Assisted Travel lounge. The new airside facility can accommodate up to 50 passengers and is designed to provide a comfortable, relaxing and dedicated space for passengers with assisted travel needs.

Key features of the assisted travel lounge include a sensory space, adult changing facilities, flight information screens, charging points for wheelchairs and electronic devices, drinking water facilities and specialised seating for passengers with mobility challenges.

The opening of the lounge follows the confirmation in June 2025 that LLA had received the highest rating of ‘Very Good’ from the Civil Aviation Authority (CAA) for its service to passengers with reduced mobility and those who require assisted travel.

Alberto Martin, Chief Executive Officer at London Luton Airport, said: “We are delighted to offer this wonderful new space for passengers with assisted travel needs. This is a hugely important investment that underlines London Luton Airport’s ongoing commitment to deliver a simple and friendly passenger experience that is safe, accessible and inclusive for all.

Throughout the design process, we consulted regularly with the passengers, charities and support groups that make up the membership of the London Luton Airport Accessibility Forum, and we are thrilled with the outcome – a welcoming and accessible space for assisted travel passengers to enjoy ahead of their flights.”

Andrew Wright, Chair of London Luton Airport Accessibility Forum (LLAAF) commented: “The Assisted Travel Lounge provides those passengers who use LLA’s Assisted Travel services with a spacious, bright and purpose-built space which is also ideally positioned for the airport’s broader amenities.

The design and development of this impressive new facility has been largely shaped by a wish-list based on the insight, experiences and needs of LLAAF members and this project provides a perfect example of the airport’s continued collaboration with the Forum and its growing network of disability group stakeholders.”

LLA is also one of the first organisations – and the first UK airport – to achieve certification to the new BSI Kitemark for Service Excellence.

Last year, LLA recorded its highest annual Airport Service Quality (ASQ) score, with 4 out of 5 passengers rating their experience as very good/ excellent.

This commitment to passenger experience has led to two nominations in the 2025 Customer Experience (CX) Awards: Best Customer Centric Culture award (over 500 employees); and Best Customer Experience for Vulnerable Customers.

LLA said it will be looking to emulate its success at last year’s CX Awards when the airport’s Guest Experience team was named Team of the Year (large company) and secured the Gold Award in the Best Customer Experience for Vulnerable Customers category.

LLA has also been announced as a double finalist in the inaugural Travel for Every Body Awards.

The airport is shortlisted in the Outstanding Contribution to Accessible Travel and Accessible Travel Initiative (Transport) categories, in recognition of its successful Accessibility Familiarisation Days and its investment in the new Assisted Travel lounge.

Dubai Duty Free officially listed as first ‘Autism Certified’ airport retailer

Joining Mr. Cidambi at the awarding ceremony in September at Dubai Duty Free head office in Ramool were: Salah Tahlak, Deputy Managing Director; Mona Al Ali, Senior Vice President – Human Resources; Bianca Raubenhaimer, Key Account Manager, IBCCES; Jeff Strachan, Associate Vice President – Business Operations, Dubai College of Tourism; and Maryam Allouz, Head of Tourism Industry Support, Dubai College of Tourism.

Dubai Duty Free has officially been 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, awarded by IBCCES, acknowledges the operations comprehensive staff training and commitment to providing an inclusive and more welcoming shopping environment for autistic and sensory-sensitive customers.

This milestone is part of a broader city-wide initiative that has also made Dubai a Certified Autism Destination. It also follows in the footsteps of Dubai Airports and Emirates Airlines, which became the first airport and airline, respectively, to receive this recognition.

Over 4,800 Dubai Duty Free employees across different airport concourses/terminals and back offices have successfully completed training to assist individuals on the autism spectrum, enabling them to shop more comfortably.

This was achieved with an incredible 98.76% completion rate in just 26 days.

Commenting on the recognition, Dubai Duty Free Managing Director, Ramesh Cidambi 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 organisations belief that travel should be a safe and welcoming experiences for everyone.”

As part of its certification, Dubai Duty Free will be implementing comprehensive autism-friendly service practices across its retail locations that aim to support passengers and customers with autism and other hidden disabilities.

The initiative incorporates global best practices and focuses on empathy, respect, and flexibility for individuals with sensory sensitivities or developmental differences.

As part of the initiative, Dubai Duty Free has adopted the internationally recognised ‘sunflower symbol’, which identifies 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 of the autism-friendly initiative include awareness and identification, transaction support, staff standards and communications and operational consistency.

As part of this initiative, Dubai Duty Free frontliners will wear sunflower pins on their uniform to signify their readiness to assist customers with hidden disabilities. Dedicated counters across retail areas will also display the sunflower symbol, providing clear visibility and easy access for those requiring extra support.

Additionally, a sensory kit will be available for travellers wearing a sunflower lanyard, which discreetly indicates the need for additional assistance. To ensure consistent implementation, each shift will have a designated ‘Autism Champion’.

Meanwhile, Dubai Duty Free will support the seventh edition of the AccessAbilities Expo as a strategic partner.

This event is the region’s premier trade; professional and consumer event dedicated to enhancing the lives of people with disabilities. It aims to provide a single platform for the entire business and civil community in the Middle East, their families and caregivers, governments and leading international technology vendors.

Archives

How Bitmore eliminated 50 tonnes of virgin plastic from its supply chain

Kick-starting a deeper transformation

Penrhos Spirits expands travel retail presence with Dubai Duty Free listing

Penrhos packaging supports sustainability

WePurple earns B Corp status following three-year transformational journey

Ownership, clarity & courage needed to lead on ESG

New Cyprus Duty Free Honey launches at Larnaca and Pafos airports

Lagardère TR celebrates official launch of LESS decarbonisation platform

Everrich partners with Taiwanese brands on sustainability showcase

Oliva Cigar Company achieves FSC Chain of Custody certification

Oliva underlines sustainability commitment

London Luton Airport opens its new assisted travel lounge

Dubai Duty Free officially listed as first ‘Autism Certified’ airport retailer

Data & Analysis

Data & Analysis

Data & Analysis

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