Article by Ben Edwards, Head of Training, Ignite Training
The UAE’s travel industry has always thrived on diversity. From inbound tourism markets spanning Asia, Europe, and Africa, to multicultural workforces powering airlines, hotels, and tour operators, the sector is built on connections across borders. Yet for many businesses, inclusion within the workplace itself has not kept pace with this external diversity. As the industry looks toward sustainable growth, inclusive leadership is emerging as one of the strongest competitive levers available.
Why inclusion matters in travel trade
In a sector where customer experiences are shaped by personal interaction – from travel advisors to cabin crew to destination guides – the ability to reflect, understand, and engage with diverse audiences is vital. Inclusive teams don’t just function better internally; they also forge stronger connections with customers who increasingly value authenticity and representation.
Data supports this. Studies show that companies with higher levels of diversity are more innovative and enjoy significantly better financial performance. In the travel industry, that innovation often translates into tailored products, culturally sensitive service, and more resilient customer loyalty.
Proven strategies for inclusive leadership in the travel industry
1. Representation in leadership: Travel agencies and operators must ensure decision-making tables reflect the diversity of their workforce and customer base. When women, younger professionals, and underrepresented nationalities have a voice, businesses make better decisions that resonate more broadly.
2. Cross-cultural training: Travel businesses are uniquely placed to embed cultural intelligence. Building structured training for teams on cultural awareness and communication can enhance service delivery and prevent misunderstandings with international travellers.
3. Inclusive recruitment and development: Tour operators and agencies should review hiring practices to ensure bias-free recruitment and create career pathways for groups often underrepresented in senior roles. Graduate programmes or mentorship schemes targeting Emirati youth, for example, can strengthen the pipeline of local leaders.
4. Psychological safety in teams: Travel businesses often operate under intense pressure, especially during peak seasons. Leaders who encourage open dialogue and create space for staff to raise ideas or concerns without fear drive both innovation and retention.
5. Customer-driven inclusion: Inclusive leadership also means reflecting diversity in product design – from accessible travel packages to marketing campaigns that celebrate different cultures and traveller segments.
The long-term payoff
Inclusive leadership is not about compliance or optics. For the UAE’s travel trade, it is about creating agile organisations that thrive in a fast-changing marketplace. Diverse teams are more adaptable, better at problem-solving, and more trusted by global customers.
In an industry defined by human connection, inclusive leadership is not just a business advantage – it is a necessity. Companies that embed it now will not only strengthen their teams, but also build the customer trust and resilience needed for long-term growth.
About the author
With over 15 years of experience in learning and development in the UK and Middle East, across corporate and government sectors, Ben is Head of Training, and leads the design and delivery of Ignite’s LEAP Graduate Trainee Program for Emirates Global Aluminium, a flagship initiative supporting UAE national leadership development aligned with Emiratisation goals. He designs structured, high-impact learning journeys that deliver lasting behavioural change. He is a qualified facilitator of the Royal College of Psychiatrists-accredited i-act mental health programme and certified Jigsaw Discovery Tool Master Facilitator.
