1. Attendees
HAAG Members:
- Keith Richards
- Helen Dolphin
- Carly Jones MBE
- Geraldine Lundy
- Anne Thorpe
- Jerry Angrave
- Josh Wintersgill
Heathrow / HAL Representatives:
- Calum Glazier
- Jamie Pinney
- Lucy Seymour
- Daniel Edwards (not present but referenced)
- Liz Boadella Burton
- Nick Dranko
- Marwa Shykhon & Inclusive Design Team (Arup)
- Emily Wang
- Sarah Jones
- Shrenik Savla-Shah
2. Key Discussion Areas
2.1 Operational Update – Heathrow & Wilson James
Industrial Action:
- Unite action at Wilson James significantly impacted service.
- Heathrow developed robust contingency plans, with senior leaders on the operation floor daily.
- May 2025 = busiest month on record with PRM demand increasing.
- Further strike days expected from 16 June; planning ongoing.
High Lift Performance:
- Service disruption occurred due to “perfect storm” of events + medical emergency.
- Two new high lifts ordered for autumn 2025 to strengthen resilience.
Tender Process:
- Final presentations scheduled for following week.
- New service provider decision expected September 2025.
- Goal: transformational, redesigned assistance model.
2.2 Equipment, Capacity & Technology
Independent Journey Wheelchairs:
- Newly delivered models now deployed across arrivals & departures in all terminals.
- Strong positive feedback, especially from frequent travellers.
Prototype Buggies:
- First batch received; Heathrow first to trial new EV-spec buggies.
- Extensive compatibility testing underway (lifts, slopes, tight corners).
Training & Uniform Refresh:
- Wilson James rolling out QNUK-accredited training.
- Uniform redesign beginning in Terminal 5.
2.3 Passenger Experience & Accessibility Issues
Communication & Dignity
- Repeated emphasis on:
- Asking “How can I help?”
- Avoiding assumptions or intrusive questioning.
- Explaining what happens next during the journey.
Compensation Discussion
- No aviation-equivalent to rail compensation.
- Heathrow to cover reasonable costs (e.g., taxis waiting) in serious failures.
- ADR scheme may introduce financial redress options.
Incorrect Assistance Coding
- High lifts strictly reserved for WCHS/WCHC passengers.
- Mis-coded airline bookings cause inappropriate equipment dispatch.
2.4 Seating Improvement Project (Arup) – IDL Seating Design
Led by: Shrenik, Marwa, Emily & Sarah (Arup / Inclusive Design Team)
Key Problems Identified
- Chronic under‑provision of seating in Terminal 3.
- Narrow aisles (0.9–1.2m).
- Limited wheelchair spaces; no clear signage.
- Insufficient variety (armrests, seat height, soft seating).
Consultation Feedback Themes
Wheelchair Spaces
- Strong preference for end-of-row positions due to:
- Aisle blockage by people/luggage
- Difficulty manoeuvring into mid-row gaps
- Middle seating only feasible in rare quiet periods.
Signage
- Floor markings unsuitable (cleaning, durability, flexibility).
- Clear, high‑visibility signage preferred above or beside seats.
- Disability symbols must include context (not all disabilities = wheelchair users).
Charging Points
- Under-seat ports unanimously rejected (inaccessible, unsafe).
- Best option: armrest-level or end-of-row charging module.
- Need to include 3‑pin sockets for wheelchair battery top-ups.
Aisle Width Priorities
- Priority wheelchair aisles: 2.5m
- All others: minimum 1.5m
- Wider aisles benefit learning‑disabled travellers and reduce anxiety.
2.5 One Stop Security (OSS) – Presented by Nick Dranko
Current Operation
- OSS live for Dallas & Atlanta arrivals into T3 (since Feb 2025).
- Eligible passengers skip security on connection to an international flight.
Measured Benefits
- Avg. time saving:
- 20+ minutes overall
- 40 minutes for PRS connecting T3 → T5
- High passenger satisfaction scores.
Challenges
- Wayfinding complexity.
- High resource requirements.
- Bus transfers limited to one wheelchair space, but extra buses can be deployed dynamically.
Expansion Plans
- Medium Term: more US airports (e.g., Chicago, New York, Houston).
- Longer Term: extend into T5–T3 inter-terminal model.
- Physical infrastructure upgrades required through H8 programme.
2.6 Training Programme – New Heathrow Accessibility Training
Presented by: Lucy Seymour & MindTools (Claire)
Training Approach
- New, fully rebuilt learning module with mandatory progress checkpoints.
- Integrated lived-experience video suite featuring:
- Navigating stress triggers
- Medical devices & security
- Hidden disabilities
- Communication do’s & don’ts
- Positive examples of excellent service
- Sunflower lanyard misconceptions
- Full review of the proposed training proposition including multi media videos involving HAAG members.