Attendees
Keith Richards (HAAG Co- Chair)
Helen Smith (HAAG Co- Chair)
Elizabeth Herbert (HAAG)
Carly Jones (HAAG)
Tanvi Vyas (HAAG)
Jerry Angrave (HAAG)
Josh Wintersgill (HAAG)
Donna Platt (ABM)
Michelle Baxter (ABM
Carl B woods (ABM)
Christopher Barwick (ABM)
Gemma Williams (T4 carpark)
Calum Glazier (HAL)
Jamie Pinney (HAL)
Joanne Mcgrath (HAL)
Tom Barlett (HAL)
Cory Hickey (HAL)
Abigail Oakley (HAL)
Janet McLaren (HAL)
Durdana Fathima (HAL)
Katarzyna Zdanowska (HAL)
Jason Mackie (HAL)
James Davies (HAL)
Peter Knowles (HAL)
Daniel Edwards (HAL (via teams)
Apologies
Danny Hall (HAL)
Sian Evans (HAL)
Geraldine Lundy (HAAG Deputy Chair)
Anne Thorpe (HAAG)
1. Airport Journeys Update (Daniel Edwards)
• Daniel Edwards outlined Heathrow’s Airport Journeys strategy, focused on creating a more joined-up, end-to-end passenger experience.
• Key priorities include improving passenger flow, operational resilience, predictability, accessibility and service consistency across the airport.
• Challenges following the transition to ABM were highlighted, particularly around arrivals, technology adoption and service consistency, although performance was beginning to stabilise.
• Future ambition is a more personalised assistance model providing the right support at the right time and place.
• Heathrow is not experiencing the same border delays seen elsewhere in Europe but continues monitoring pressures.
• HAAG members were encouraged to continue providing feedback to shape future accessibility improvements.
2. H8 Accessibility Update (Calum Glazier)
• Update provided on the H8 accessibility strategy under the vision “Your Journey. Your Way”.
• Projects included accessible facilities, lift access improvements and enhanced PRS routes.
• Funding constraints and regulatory challenges were discussed.
• Heathrow will continue engagement with the CAA and airline partners regarding accessibility investment.
3. Terminal 2 Host Area Familiarisation
• Walkthrough provided of the new Terminal 2 Host Area.
• Direct access to security is expected to improve passenger flow and accessibility.
• Design incorporates seating, acoustics, wayfinding, greenery and wellbeing considerations.
• The environment was positively received, particularly for passengers with sensory sensitivities.
• The area will act as a proof of concept for future Enablement Hubs.
4. ABM Assistance Service Update
• ABM acknowledged transition challenges following takeover of the assistance contract on 1 February.
• Improvement plans focus on People, Operations, Technology & Digital, and Data & Reporting.
• Initiatives include training, recruitment improvements, performance monitoring and operational reviews.
• Discussion covered language standards, service consistency and passenger experience concerns.
• ABM confirmed ongoing focus on improving culture and service delivery.
5. Heathrow Assistance App Concept
• Future app concept presented to support personalised passenger assistance.
• Passengers would be able to create profiles and record assistance requirements.
• The objective is to move beyond SSR codes and better tailor support provision.
• Feedback focused on accessibility, language and clarity of terminology.
• Non-digital alternatives and digital accessibility will be incorporated into future development.