Heathrow Airport issues special assistance service for disabled passengers

Heathrow has welcomed over 80 passengers to its first ever annual special assistance Open Day.

Jointly hosted with Omniserv, Heathrow’s aim is to help passengers understand how its special assistance service operates so that those with disabilities or mobility restrictions are able to confidently find the information they need before travelling.

Over nine companies exhibited at the Open Day, where passengers were given guided behind-the-scenes tours of the airport, walking through journeys they would take from check-in to gate.

Jonathan Coen, director of customer relations and service at Heathrow, said: “We are determined to provide an excellent level of service to every passenger and work with our partners to ensure all journeys are smooth and enjoyable.

“Our first annual Open Day is only the first of many steps we are taking this year to be more transparent, and responsive to the needs of our passengers with disabilities or mobility difficulties.

“There is more to come yet, as we transform our service to meet the high standards of all our passengers, regardless of their requirements.”

It has been said that over a million passengers at Heathrow request special assistance from the airport every year.

This follows a critical report from the Civil Aviation Authority this year, where Heathrow is now transforming its service for such passengers and will soon publish a new action plan to ensure special assistance is met by everyone in need.

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