15 JANUARY 2018


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Article from BTNews 15 JANUARY 2018

Heathrow and the disabled

A multi-million pound package of investments and tools to improve the travel experience of passengers with disabilities and mobility restrictions has been announced by Heathrow.

The number of passengers requesting special assistance at the airport is rising at approximately 8% annually, with over one million requests in 2017 alone – more than any other European operation.

Following a report by the Civil Aviation Authority this year, Heathrow is taking proactive steps to transform its service for these passengers, backed by an investment of £23m in a revamped contract with its special assistance partner, OmniServ.

Introduced is a distinctive lanyard that will allow passengers that need tailored help and support to identify themselves to staff.  This lanyard is part of an established service also initiated at Gatwick and rolled out in other UK airports, and is supported by leading UK charities including the Alzheimer’s Society, the National Autistic Society and Action on Hearing Loss. 

Special assistance staff, security officers and passenger ambassadors have been trained to identify the lanyard so they can provide additional assistance, or allow passengers wearing it more time or space as they travel independently through the airport.


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