Heathrow launches new app for visually impaired passengers

Visually impaired flyers at Heathrow will soon have access to personalised assistance via a new app.

The Aira app will allow passengers to enhance their independence throughout the journey at Heathrow and forms part of the airport’s multi-million pound investments to improve the journeys of all passengers regardless of their requirements.

The free app will connect passengers directly to a trained professional agent for advice on navigating through Heathrow and assist with finding specific locations – including gates, special assistance facilities, retail outlets and restaurants.

The app will also provide live information on news affecting their journeys.

The launch of the app follows on from the launch last year of the ‘SignLive’ app which connects passengers to trained British Sign Language translators on demand, before and after their travel through Heathrow.

Jonathan Coen, director of customer relations and service at Heathrow, said: “We are transforming the assistance service we provide to our passengers and empowering them to be as independent as possible when they are travelling through Heathrow.

“We have already invested £23m in an upgraded contract with our special assistance partner, OmniServ, and introducing new equipment, training and technology to help improve our service.

“Aira takes us one step further - and will deliver a better travel experience for the 6,000 passengers each year that would otherwise feel less independent and less prepared when they begin their journey via Heathrow.”

The suite of new initiatives follows feedback by passengers and guidance from the Heathrow Accessibility Advisory Group.

Chaired by disability rights advocate Roberto Castiglioni, this advisory group helps Heathrow deliver its vision to become industry leading when it comes to accessibility and inclusion.

Heathrow worked closely with the advocacy group Guide Dogs for the blind in creating the app.

Engagement officer, Clive Wood, added: “Guide Dogs are delighted to see the introduction of the Aira app at Heathrow.

“Initiatives such as this will be of great benefit to many blind and partially sighted people who wish to travel independently.

“We certainly welcome the proactive approach being taken by Heathrow Airport to introduce a range of information and support to disabled passengers including those with sight loss.

“We often hear from our clients that using all forms of transport can be a stressful experience. This is why we are working with Heathrow to help take the stress out of air travel.”