Attendees:
Rebecca Stephens – Heathrow Chair
Helen Dolphin – HAAG co-chair
Keith Richards – HAAG co-char
Anne Thorpe – HAAG member
Chris Wood – HAAG
Geraldine Lundy –Deputy HAAG chair
Libby Herbert – HAAG
Tanvi Vyas – HAAG member
Carly Jones – HAAG member
Jerry Angrave – HAAG member
Heather Quddus –BA
Jamie Pinney –Heathrow
Greg Salata –Heathrow
Nicola Tibbles – Heathrow
Abigail Oakley – Heathrow
Everyone gave their introductions and their welcoming messages.
Nicola and Rebecca started to explain new roles and staff. Nicola said “Give you an overview of some of the changes being made to Heathrow and the team. We’ve had some challenges over the last 12 months. Last year we made some changes to focus on the service.” Showing slide of the different team changes. Nicola continued “I needed to split my role, to give more focus on the assistance service. My role will be looking into PRM/PRS. Both elements from the CAA and product team. We want to be the airport of choice for people needing assistance. To be able to do this, I’ve amended my structure. Greg will be looking after T3 and T5, these have been linked due to BA and high connection volumes. The gaps on the slide will be updated by the end of the week. Jamie’s role is about assurance and keeping that clean cut. Making sure the day to day is under control. JHKs and COOs objectives are to improve PRM/PRS and make Heathrow the airport of choice.”
Helen Dolphin asked, “Why are there so many service support vacancies?” Jamie Pinney said “They’re ears and eyes on the ground, they audit, and quality assure. They make sure that the stuff on the ground is done.” Jerry Angrave asked “If the ambition is to be the airport of choice, how do we measure that? Who does feedback?” Nicola Tibbles said “We at Heathrow use a matrix structure, we have a team who tracks all feedback for PRM, combo of airline complaints, direct complaints and executive complaints. She trends that and provides us with the output. We have a head of insight, and opinion and they do surveys and track customer feedback. Tim does a lot of bench marking for other UK and European airports.” Jerry said, “I would like insight of that.” Keith Richards said “Terminology and language you use, clarity around that. It is important to understand the PRM/PRS language and making HAL world leading. Can we make sure we maintain visibility for capital investment?” Then questions were asked about feedback (are social medias i.e., LinkedIn being captured?)
Nicola said “In terms of social media, we have a team monitoring social media 24/7. They use the appropriate teams to respond. In terms on capital investment, we want to have HAAG part of that and we’re dusting off the accessibility standards. You will hear from the team around that. The PRM/PRS is topic of debate. PRM is regulation, anything Wilson James offer on our behalf. Longer term is looking at provide passenger support for those that need it not just thought that fit in a box. We’re still on a journey, as an airport and airlines, types of passengers have changed since the pandemic, more leisure as opposed to business. This time last year we weren’t flying. We want to be world’s leading, but now airport of choice as we need to be realistic and that’s why it’s important, we get this right.” Carly said “Thank you for the visuals. For any area to be place of choice, is there data collected for professionals who are PRM?”
Nicola answered “We have HAND, and we collect data for sex, age, gender, disability etc. We worked hard over to past 6-7 years to get people to talk about it. Especially those who have hidden disabilities. We have a question around ED&I in our recruitment. I don’t have the data off the top of my head, but Ill reach out and see what we can share.” Anne Thorpe asked “How many complaints did you deal with this month?” Jamie Pinney answered “Not January’s, but December there were 269 complaints, 80 were related to December. Others were for previous months, down 80 month on month.”
Anne Thorpe said “For December I looked at 975 from the 31/12/2022 up until yesterday (31/01/2023). On LinkedIn, Trustpilot and Twitter. Do they all get fed back to Wilson James?” Nicola said “Yes, when a person/airline, it goes to Wilson James for them to review. Anything we see on social media gets flagged and we will respond.”
Tanvi asked, “Will there be a process for the teams to be woven, to feed in?” Nicola said “We use Matrix so information gets fed through and it is all aligned.” Chris Wood said “American Airlines would be good to have on the call. They have a lot of involvement.” Keith said “Practical outcomes for the complaints, would be good to have the other Becky to come to these meetings. For change and improvement and also awareness, such as these are the themes. This is what we learnt and what we did. How we prevent this happening again? I think this would be useful.” Rebecca explained “Liz will be joining us later to cover some of this.” Jerry replied, “Information we get from the feedback should highlight the good, the loyalty and what happens when it goes very well.”
The HAAG then went through a report on their visit landside at Heathrow in November 2022. Visit was held on the 17th November. They went through the PODs and accessibility: Explained the rolling entry access was fine – but could be an issue for larger wheelchairs. Would suggest that wheelchair suers check the dimensions before travelling. The exit button did not work. PODs are relatively cramped with a wheelchair and suitcases. PODs arrive very conveniently at T5 departures. Entering T5, there were no signs for the assistance area but did see the sign on the information board, the possibility of floor tiles could help with finding it. The visit to the T5 zone A assistance area, it was very congested and there was no acknowledgement of visitor. Many of the passengers were waiting to be assisted airside. Although the wheelchair size and weight were declared when booking, it was asked again at check-in and also again by the assistance staff. BA confirmed that they would expect this to happen as it is to ensure that the information is always registered correctly and it also has implications on the whole loading process. Put suggestions forward for questions asked ‘are you travelling in the same chair that you booked in’ so the information is not duplicated and removes the frustration of having to repeat the same information for one airport experience. T5 zone E feedback is that it could offer much better scope to enhance the service. Easier to locate and time saving for passengers.
T3 feedback was Virgin Atlantic were very quick to support. Wilson James were slightly slower. There were lots of staff but there was limited interaction.
T2 host area feedback was that it was very small, difficult to manoeuvre wheelchairs. Wilson James staff very good they said, ‘a shining light in the whole accessibility area’.
T4 feedback was the accessibility lounge is in front of an escalator. They had limited wheelchairs available for self-mobilisation, it felt like passengers had to go through the PRM service. Where many of the passengers would have been happy doing it themselves and self-mobilising.
Went over things like wayfinding, saying there should be signs available explaining those with disabilities will be assisted first, as people with wayfinding issues seem to abuse the service. Spoke briefly regarding lift offs and also about the availability of water dispensers and charging points in the lounge and host areas.
Geraldine Lundy raised the concept of agents pushing more than one wheelchair at once, this happened at other airports where a passenger fell out of a chair because the agent could not control the wheelchairs. Heathrow then confirmed that we do not allow this, instead we wish to invest in different equipment, e.g. Caddies that can take more than one passenger.
Heathrow then provided an update on self-mobilisation, explaining that this is a key project for 2023. Implementation started last year but more needs to be achieved in terms of communication to passengers and ensuring sufficient equipment is available. Then an update on the host areas for T2 and T3 being upgraded. Then looking at T5 in conjunction with British Airways.
Greg Salata provided an update on the additional support hosts that have been deployed and how this should help address the challenges with Wilson James not interacting sufficiently with passengers when approaching the assistance areas.
Anne Thorpe then explained that she has her own passport for her wheelchair and it is a good idea for people to have this with them. Includes descriptions, how to dismantle etc. Tanvi then stated that this puts on us on the disabled person and you have to keep doing it so would be better to disguise it.
Wilson James gave an update on delivery and performance over the last few months. Heathrow gave a response on the latest CAA airport performance report and what the plans for targeting improvement in specific areas.
Nicola Tibbles gave the CAA report of summer 2022. Sharp increase of passengers wanting to use the service. Based on insight, penetration rate may peak at 2.8 again this year. We’ve seen significant increase of WJ resourcing. There’s been a lot of other challenges that impact the PRM journey such as the boarder and security. ECAC, we didn’t achieve what we wanted but we are starting to see improvement and get the service in a better place. We’re disappointed because it’s not where we want to be. I highlighted the unprecedented passenger volumes. We now have a number of improvement plans. Some of our satellite securities were closed, I am pleased to say T5B is now open and will remain open. T2B is now open for certain points of the day, targeting high volume RPM transfers. This year we’re focusing on self-mobilisation especial airside. This is key for us this year. People is a focus. HAL structure needs to be robust. Focus on vetting to make sure people have full airside IDs. This is just a few of the things we’re going after and focusing on this year.
Rebecca Stephens gave a summery on performance on a presentation slide. Explains challenges for resourcing in the summer. WJ doubled their resourcing – showing the growth. As improvement plans came into effect you can see scores getting better. T5 showed most of the challenges. Really tough year but heading into December and then January, we can see green shoots.
Liz Boadella Burton went through ECAC performance dashboard from 2015 – 2022 she states “We’ve exceeded the 2019 demand and had a very busy year. We’ve been able to start this year more consistently.”
Liz then went through the safety slide, explaining the new tool they have rolled out has been successful, being used to report any incidents and near misses on PDAs. It’s then reviewed by the management and health and safety team, so they can identify any trends. Then can give appropriate training or new requirements that need to be put in place. Then continued with presentation with the compliments and complaints slide, briefly going through what passenger expectations are and that they want to concentrate on the arrivals area.
Tanvi asked “Does WJ gain insight against each terminal? Like for retention is there any trends? Do you break down customer expectations even further?” Liz said “We get some verbatim, we need to put it into the right pot. If there is anything significant, if there’s any learning, we put that straight out to the teams. T5 has is challenges. It’s an airport in itself. The volumes, the transfers have an impact. The work, improving the skills, increasing buggies to move the volumes. 1 to 1 service in security. So, where we up efficiency where possible. The leavers haven’t all been from T5, they’ve prominently in T2 and T3. They’ve gone to BA and HAL. There are also people we’ve removed from people from the business if they’ve not met expectations. We’re not slowing on recruitment and incorporate our leaves The team know if they call a halt If something is unsafe. The know they have the backing of the managers. Some incidents have been around weather, such as slips from wet flooring. H&S will look at that’s and see if we can mitigate anything, such as safety shoe trial.”
Chris Wood asked “Agents H&S/manual handling, one of the guys was struggling, it took 5 people to move someone. Is there any way around that? Do staff sign a disclaimer?” Liz then said “The only alternative is mechanical equipment. Eagle hoists can be prebooked. They don’t sign one, but they do receive training on manual handling and what is best practice. As changes come, they get updated. It is hard to lift people, and it’s difficult to judge someone’s weight. We tell our agents to do a quick risk assessment, if they don’t think they can manage to call for additional staff.”
Heathrow gave an update on the tram plans for SLA, gave an overview of the 10 key focus areas.
Keith Richards gave a welcome message “– Welcome back, covered huge amount, set scene for targeted things for HAAG to discuss this afternoon, update website information, masterplan, SLA’s. If we take all-time great, if we finish earlier great, opportunity how we meet priorities for how airport need us. Session at end for washup get into setting date for meetings for rest of the year.” Rebecca Stephens “If its ok, can we start on pet relief areas.”
Andy Roberts said “– Thank you all for time this afternoon, take through pet relief areas. Trial we are bringing in. Pet relief areas, simple concept, we are bringing a toilet for assistance dogs into terminals. Giving passengers facility to make them feel comfortable to relieve themselves for long journeys, particularly important for connecting passengers. Current process we take passenger and animal onto apron, however this is not an environment with is animal friendly, from animal perspective they often are trained not to mess on concrete, this trial mimics a garden, expect trial to last 2 months when we will review to ensure that it is as inclusive as possible. Terminal 3 has been identified as trial area due to high requirement of American passengers who bring most of our assistance animals. Trial mimics a garden, Perspex sign to prevent them going outside of the garden fence, fake grass, red bin will be used for mess. Location identified will be on Pier 7 in terminal 3. Currently unused space, Easy to locate and is central to other areas within the terminal. Asks from the HAAG, initial thoughts, anything we can do to improve, more accessible for guide dogs, any other comments.” Keith Richards said “Thank you, and welcome. Initial thoughts – loud and proud really important. Really good that you do that, important that people know in advance it’s there and adds to confidence.” Geraldine Lundy added “Echo what Keith said, difficult to see is there also a hard surface area?” Andy answered, “Around the outside there is a hard surface.” Geraldine said “A lot of work with guide dogs for blind, my concern was only having hard surface, guidance suggests this is best as dogs trained find it difficult to go on grass, equally a blind person may find it difficult to pick up mess on grass. Engage with assistance providers to ensure that the dogs are not only trained to mess on hard surfaces.”
Keith then asked Andy “Can you take this away?” Helen said “They will train the dog depending on your requirements, my animals are trained on grass, they wouldn’t use artificial grass, to a dog that’s not grass. Not sure how other dogs will be. Name, I would suggest assistance dog area, anything can be pet. With regards to fence, dog may urinate through that so something to watch out for. Some people cannot pickup after their own animals. Would it become a mess? If you cant do it you cant do it. Someone will have to regularly check as it may stop others using the area if there’s already mess present. Glad you have it, great initiative, just some concerns with surfacing.” Jerry said “I think that’s a Positive impact and a great initiative, the guys at euro tunnel have done lots of work in this area, targeting people with pets going into Europe. They have created bespoke facilities so may be worth reaching out to them, I can put you in touch if that will help.”
Keith asked “What are the models for this kind of area in other airports/areas like shopping centres? Some examples of good practice as they have engaged with stakeholders etc. It’s a simple piece of research to do, not just in aviation.” Tanvi said “It’s an excellent initiative, I liked idea of being loud and proud, worth speaking to assistance dog users directly whether people would be happy with that. If the dogs themselves would be happy, lighting etc. Wondering about the trial itself, one area may be worth looking at departures and arrivals, particularly behaviours. Wondering about the trial itself would you be looking at recruiting people to test or just using current passengers? Ensuring rich data.” Andrew Roberts said “The current plan is to engage current passengers and engage airline/police colleagues as they have their own dogs as well, they can test and feedback to get as much data as possible. The long-term vision is to have them on departures and arrivals routes.”
Tanvi said “You mentioned about police dog’s, that’s great. It might be worth engaging with other groups if they are willing to come in as passengers.” Andrew replied “I would have to do some digging to see if we have a group to speak to about that.” Tanvi said “I can share some names of groups and individuals if you like.” Andrew replied, “That would be really useful speaking to actual users of it.”
Keith asked “When is the trial due to begin?” Andrew answered “There is no official start date yet, there’s a few final pieces to put together looking at the cleaning regimes for example. It is an ongoing piece, soon there should be an official start and end date.” Keith said “What you would get from the comments so far, be loud and proud about it but keep in mind if the feedback is that it doesn’t work don’t keep what we’ve done in the past. Trial should include different services/surroundings as it all matters. Evaluate as there is lots of different options.”
Libby Herbert said, “It might be good to tap into Mark as he will know individuals who travel a lot with assistance dogs.” Keith said, “We will come back to you on this, Helen and I will reach out to Mark and we can arrange a direct discussion.” Libby said, “If not I have contacts at the airport accessibility forums.”
Andrew said “At any point even after the meeting if anyone wants to ass any commentary please just reach out. I am not an expert which is why I’m here today, I want to make it work and ensure that we have the correct input.” Keith said “Thank you for coming to us today, we will feedback into you as we go along. Feedback into the airport team to how the trial is going.”
Rebecca gave a brief update on the website, saying it is a work in progress. Also saying that they are conscious that the assistance section is a little outdated, it hasn’t been visited in much detail throughout the pandemic, ensure the layout and the content is the most appropriate it can be and all information is updated. Rebecca said “We have listed out some problems we can currently see some suggestions of how to improve. We probably need to look at this as a larger project, simple things like accessing accessibly section is a little complicated and we want to improve that. The end of 2022 became very busy which is why we haven’t got to it yet. But it is on the list for 2023.”
Keith said “The process from the initial stages could involve the HAAG, we have expertise.” Rebecca said “I believe I shared initial feedback with yourselves to collate a list, it’s a good place for us to start. Once we have this, we can see what are the quick fixes that we can do and what is the longer ones, and how to work on the website.” Keith said “It would be useful to get together as a sub group.” Rebecca asked, “Have you got the file I sent in October?” Keith said, “I’m not sure.”
Rebecca re sent the file.
Rebecca then gave an update on SLA’s she said “Just to recap where we are, back in 2022 we started to look at contractual SLA’s we have in place with WJ and ensure that they drive performance in the right areas. Held working groups with airlines to take into account feedback, what was working/not working and what was missing. You may remember in last HAAG Jamie took you through some of the proposed changes, engaged with the CAA to ensure they understand proposal and aligned with regulation. Few weeks ago we agreed a final suite of SLA’s. Involved negotiation process with WJ on what we can implement for 2023, ensure targets are stretching being realistic and ensure we are challenging ourselves to deliver best service for our passengers. Jamie has drawn up an assurance programme for each of the SLA’s ensuring the data is accurate and hold us to account. We received a broad range of feedback from HAAG, CAA, airlines which enabled a focus on where we need to drive service. To call out some of those bits of feedback, customer service skills and training ensuring they are at a level we expect. Feedback around the ECAC, is this enough or are they the bare minimum, talked a fair amount about customer feedback, how do we capture how people feel. Reshape the QSM surveys on customer feedback. Discussed a lot about equipment and how we ensure right equipment in right place at right time, bits of feedback around airline processes such as delays and preboarding. What I have tried to do is provide overview for all the different areas, update of any changes, if there is specific questions let me know.”
Rebecca continued to go through SLA’s, speaking about the departures ECAC alone is not enough to measure the quality of the journey. She explained that SLA’s have been introduced on landside waiting times, ensuring people have time to spend airside if they wish to. The arrivals ECAC, same timings, it made targets more ambitious to ensure we are stretching ourselves. Flight connections is also the same.
For QSM, that was previously only measured by overall assistance scores, now the new measure in place is focusing on staff courtesy, Wilson James can influence due to direct interaction with the passenger. For delays we will measure as an overall of assistance flights making a really accurate picture of how it impacts the performance. For complaints a broad measure previously, we are now going to measure complaints by 1000 PRM’s to get a real sense against the total passengers travelling For Supplier presentation added additional targets around how this is measured For equipment new SLA for equipment availability to ensure right equipment in right place, For safety still the same with a 0 target For training, we are being ambitious for 100% of colleagues to be trained in service levels For service failures, we have separated out breach of human rights due to how important this is, For CAA rating we have not seen the performance improvement we hoped for, remaining at good with an aim to move to great Last item is around preboarding, how do we ensure that all of our passengers are at the gate to enable preboarding. Nicola is leading a working group on this to understand what we would need in place to measure this.
“Next steps, our procurement team doing contractual part, in the next few weeks we will work with Wilson James to update performance reports and feed into airlines. In these forums you will see us start to report on the items on the screen, any questions or comments?”
Keith Richards said “Thank you, that really covers off items raised in last meeting, it’s important to see how that pushes improvement, my initial comment is that it’s always good to aim high, with aspiration for very good not only good. A lot of stuff being put in place is aimed at delivering better service, we know what CAA have found. Continuing to focus on things that improve service.” Rebecca replied “Fair comment, we did some calculations based on where we need to be at the end the CAA year, because of some of our performance throughout the summer months percentages don’t add up. There are other things that go into that report, there is still potential for us to be more ambitious, but the numbers and the statistics is what’s driving that.”
Keith said “If the key driver is how you perform during a certain period of time, debate vs what the passenger sees.” Helen said “Seeking clarification on delays, less than 0.23%, is that because the assistance went wrong?” Rebecca said “Only where the delay is attributable to Wilson James and the assistance service.” Helen replied “Oh perfect, thank you.”
Chris said “About the service failures, what happens when Wilson James loads someone on an aircraft and that person has an injury? Is there a procedure?” Liz answered “Absolutely any incident is reported, Health and Safety and ops team will follow through in terms of investigation, if there is any fault with agent or any people that is involved in that a formal process I s applied. What comes out of that is lessons learnt, if it was error and the individual was trained properly but they choose not to follow process, if accidents happened it’s how the dealt with that it’s how the agent interacts with everyone potential official process would apply to that colleague.” Keith said “Any other comments? Still need to get through plan, still welcome that process for our engagement has been good one. Good stuff in there, including things we wanted to see improved. See what comes out in the future reporting. Thank you.”
Rebecca then went through workstream saying “What we will do now is go through some priorities for 2023, as we go into 2023 our biggest focus is how we deliver a predictable reliable safe operation. Particularly targeting summer as our next biggest peak by easter. In operation we are talking how are we ready for that, what do we need to do/mobilise to be operationally ready. Nicola touched on huge focus on PRM from CEO downwards. For us its how we stabilise the operation whilst working with WJ to deliver it, how we drive some of our projects forwards including our facilities looking at trailing things across the airport including many change programmes assessing things like PRM lanes. We want to continue to build and enhance the assurance programmes ensuring that we are making data led decisions exceeding regulation where appropriate. Improving operational planning and forecasting processes. Several different service efficiency pieces this year, self-mobilisation asset tracking etc. Wanted to break this down into 10 key workstreams. This year if we can be clear on our asks, 10 projects to start with where it would be valuable to have HAAG input. We would really benefit from collaborating to shape what this looks like. First – PRM host facilities, want to ensure that we are getting right and targeting the right things. Second – T3 handover Next is self-mobilisation, Greg?”
Greg Salata said “We’ve spent lots of time ensuring correct guidance and questions over what they would like to have from our team, considering new ways of finding our area and clear pictures of how to find assistance or the lounge areas. We have very clear pictures if they wish to self-mobilise to aircraft doors. Now comfortable with landside operation and focusing on FCC areas following arrivals service. This is something we are looking to implement in next 24 months. So we understand passenger expectations, we need to define different ways of supporting passengers, who to call should passengers need further service. A dedicated base for our equipment if they wish to self-mobilise from any point. Landside very comfortable as we have evidence showing us how many passengers are willing to use that service, plan to increase those numbers following passenger and airline feedback of what is required.” Rebecca said “We have covered equipment.” Greg then said “We don’t track people. Just their equipment.”
Rebecca went on to talk about communications. “In regard to customer feedback, we have a project R and I on how we improve QSM survey and explore other methods of measuring satisfaction, everything from sample size to questions. With hidden disabilities, we will explore existing service provision and understand how we can update and enhance this.”
Rebecca spoke briefly about the service for our deaf and blind passengers. Then went on to speak about the next generation security, saying there are huge changes coming to the security area which will have a knock on impact on the spaces to practise training. This could impact the next decade. We will ensure the processes are inclusive and as accessible as possible. These areas are what is being focused on this year.
Keith Richards said “Point in the chat around hidden disabilities, non visible is more inclusive. Really important area, most disabilities are not visible, many people have combination of disabilities and user experience is not understood as with more obvious disabilities. Really keen one. Really useful list as mix of not just challenge but being able to physically come along and walk through these points and feedback.” Libby Herbert said “When are you going to start talking about next generation scanners? The communication for that is key due to impact on individuals.” Rebecca said “Work has started on a project, we have a huge team working on this, passenger comms team on this. Good to get an update from them, it’s their full time job, we link in and advise. They are leading the entire project and pushing that through, don’t have so I don’t have the full details.” Libby said “Absolutely, definitely use us as it could be anyone going through those scanners, people will need extra support.”
Chris Wood asked some questions around geotagging and mapping.
Jamie Pinney said “We are continuing to explore with a number of suppliers around mapping, good maps is not the only one, geotagging is complicated due to the infrastructure at Heathrow.” Tanvi said “ It’s really great that we managed to whittle it down to 10, in terms of training. Wilson James getting that training, is it rolled out to all staff?” Abi Oakley said “Something I can touch on, the departments across Heathrow that receive training as part of their refreshers, training included in those packages for the wider colleagues.” Tanvi said “I am a trainer, something that really works well is underpinning with customer service, not making it an afterthought.” Jamie said “We will touch base outside out of this forum as we have recently reviewed the security.”
Greg said “We love a list, we have an upcoming visit planned, so would be really useful to look at non visible provision. Point 1 + 2 of HAAG support host areas and T2 and T3 and also the arrivals journey. Focussing on how we are moving forward, a visit there to walk through these journeys.” Rebecca said “Definitely, we can arrange that for the next session.” Keith also said “definitely, something we can look at getting in the diary.”
Chris Wood said “I want to pick up on language, we must think of this as a global thing until we have a global solution that the language is going to be very difficult. It’s tricky, agree with sentiments if you get someone from America, they will reference handicap.” Keith said “It depends on how you present this to passengers; pictogram is useful. Sad but true, wheelchair symbol is most recognisable symbol. Then there’s discussions we have with the airport and the language we use as we all know the difference.”
Keith said “I think just to continue this discussion, highlighting areas when we do get to visit the airport, hopefully the next meeting if we can arrange that with the team to ensure we get the best out of that. Number of those things on the top 10 that we can have a look at. Dividing up one smaller group doing one thing, another doing another thing. For us to discuss separately, those issues around host areas and desperate need for upgrades. Chris and Anne highlighted some issues. Self-mobilisation is something we could help to give you some feedback on. Encourage those that can, to self-mobilise. That has to go hand in hand with number 4, with equipment and technology. Maybe something that we can help with to understand what it feels like. There is a strong appetite from group on hidden disabilities and future security programme. Maybe that we want to prioritise engagement with the team, next gen further in the future. Hidden disability is a key area for us as it’s so broad and training is quite challenging to deliver in terms of awareness and equality training. Issue with self-mobilisation is issue Tanvi trained is wider as people self-mobilising will need to ensure that they are able to contact someone if they need additional assistance. And how they get that. Being prepared for a different approach that passengers are taking.”
Chris Wood said “Can we do airside and landside tours, to look at the next meetings being in different terminals. Heathrow as tour guides and we can discuss it then.” Greg said “What we can do from HAL is send proposal of where we can and what we can observe following those 10 points we want to achieve, depending on how many people want to join us maybe we can go as one team looking at self mobilisation and host areas or if it’s more we can split the team into 2. Me or one of the colleagues from the team will contact you.” Keith said “Thanks Greg if you can take that and propose to us what you would get most value from. As this targets the priorities you’ve put forward. As an action point if you can get back to us fairly quickly.”
Greg said “Definitely, we would like to see you before summer peak. Feel much more comfortable now with equipment and resources. This month I will come back with agenda plan and what we can do together.” Chris said, “it would be good if you can go away looking at the presentation comment on the issues highlighted.” Jamie said, “I’ll take that action.”
Keith said “Really good discussion to get priorities outside of this meeting, Helen and I will talk with colleagues about the next date. Anything else on the other priorities? We will cover off a few other things. We have talked about membership of HAAG, Mark had some reasons why he wasn’t able to attend, we need to reach out to him as we would value his input. If he’s not able to contribute in a meaningful way possibly need to think how we can find someone who can, maybe he will be free in future as he’s valuable. Don’t know how many know this but Graham has given message he is stepping aside from HAAG, moved to Cornwall, his life has now changed and for personal and professional reasons he is stepping down. Will have a separate conversation around how we replace him, will reach out to Nicola.
HAAG had private session to discuss how things were going, where would HAAG like to see Heathrow in 5,10 and 20 years time, also what other priorities do we have for HAAG and Heathrow.
Meeting drawn to a close