At Autism Double-Checked, we’re honored to work with travel professionals who are going above and beyond to make journeys more inclusive and welcoming for every guest. In this edition of our spotlight series, we’re proud to feature Marcell Jones, General Manager at JSX’s Burbank station. As both a seasoned travel professional and a parent of a child on the autism spectrum, Marcell brings a unique and deeply personal perspective to her work. She recently took the time to share how completing Autism Double-Checked’s training has shaped her team’s approach to customer service—and why creating a more inclusive travel experience is both a professional priority and a personal passion.
Q&A with Marcell Jones
Can you tell us a little about your role at JSX and how long you’ve been with the company?
I’ve been working at JSX for over 6 years now and my current role is the General Manager of our Burbank station.
What initially drew you to work in the travel industry, and more specifically, with JSX?
I’ve always wanted to work in the travel industry and the right opportunity opened up at the right time. Once I heard about a semi private airline experience I was sold because I love to travel.
What inspired you to complete the Autism Double-Checked training?
At JSX it’s a requirement for all employees to take this training. As a mother of a child on the spectrum, you can only hope that every airline educates their crew members to take this course.
How did the training expand your understanding of autism and neurodiverse travelers?
This training has allowed me to see the different scenarios in an airport setting that can happen and affect each individual on the spectrum including the things that don’t trigger my son. So, it definitely helped expand my view.
Were there any key takeaways or insights from the training that surprised you or really stuck with you?
What surprised me the most was how spot on they were with the scenarios that can actually happen in different settings that most people don’t see but a trained eye can recognize and assist.
Can you recall a specific instance where the training helped you better support a guest with autism or their family?
Yes, there was a boy about 7 or 8 years old and I heard someone say that he is too old to have a temper tantrum. I watched the behavior and immediately could tell he was over stimulated because he had his hands over his ears while making different sounds. Working in a hangar and hearing aircrafts run all day, I’m immune to the sound. I asked the mother if I could escort them to a quiet space until it was time to board. She seemed so relieved and so did he. I also asked if I could preboard them to give him time to settle down. This made the difference for their experience.
How has the training changed your day-to-day interactions with guests or your approach to customer service?
Traveling is already a stressful experience from planning, airport security, and crowds, it can feel overwhelming. JSX takes the hassle out of flying and with the added layer of specialized training and awareness it has helped us be more sensitive to our customers because autism isn’t visible. Recognizing the signs and understanding the challenges, we’re able to offer comfort and care where needed.
Are there tools or practices you now use that you might not have considered before?
Absolutely, in the travel industry there will be delays but knowing that every person won’t understand that delay announcement the same makes you think differently about how you deliver the delay message. And that is something the training has taught me.
How has the broader JSX team embraced the training or the mission of creating a more inclusive travel experience?
You can’t live in 2025 and not have interacted with someone that has been affected by ASD. As a society, we’ve embraced the fact that we are all different and that’s a strength. This understanding has made this training easy to incorporate in our day-to-day lives, both within our team as well as how we engage our customers.
What would you say to a colleague or another company considering ADC training?
I would tell them they are late and it’s time to get onboard. You can’t be successful dealing with people if you can’t understand their needs.
What’s the most rewarding part of being able to support families and individuals with autism while they travel?
Being able to do what I love and support families with some of the same needs that I have in my family is the most rewarding. Knowing that I’ve helped to make someone’s experience better is beyond worth it because we all want our loved ones to be treated with understanding and kindness.
Do you see additional ways JSX can continue to grow in making air travel more inclusive?
I think if we stay on our path and continue to be open to customer feedback, we’ll remain ahead of customer expectations.
Would you be willing to share more about how your personal connection to autism has shaped your approach to this work?
Traveling frequently with my son, who is on the spectrum, I’ve learned one universal truth: every family simply wants to be accepted. Each travel experience becomes an opportunity not only to show my son how he deserves to be treated, but also to teach him how to advocate for himself. This initiative supports parents like me who would love for every air carrier to understand that many of their customers may have needs that aren’t visible from the outside. Mindfulness and awareness can make the difference.
Is there anything else you’d like people to know about your experience with the training or your work at JSX?
My career at JSX has been unlike any other in my past. The foresight and intentionality they’ve put into standing apart from every other air carrier has made it a joy to be a part of.
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As air travel gradually becomes more inclusive, it’s individuals like Marcell Jones who are helping lead the way—one compassionate interaction at a time. Her work reflects the heart of JSX’s partnership with Autism Double-Checked: to ensure every traveler feels seen, supported, and safe. We’re proud to highlight her efforts and hope her story inspires others in the industry to follow suit.
