1. Agenda Overview
- 10:00–10:30 – Intro & ARA Updates – Jamie Pinney
- 10:30–11:00 – Strategy Update – Calum Glazier
- 11:00–11:30 – Wilson James Update – Liz Boadella Burton
- 11:30–12:00 – Host Area Redesign – Ayesha & Peter
- 12:00–12:30 – Lunch
- 12:30–13:15 – Barriers Research Debrief – Nic Baker & Revealing Realities
- 13:15–14:30 – Needs Profile & Planner Workshop – Nic Baker & Gary Moore
- 14:30–15:00 – AOB – All
2. Intro & ARA (Animal Relief Area) Updates
- Animal Relief Area highlighted as an early agenda item.
- Visual reference to new/updated ARA facilities included in slides.
3. Strategy Update – Heathrow
- Session led by Calum Glazier.
- A strategic review of PRS (Passengers Requiring Support) services and long‑term planning.
4. Wilson James Operational Update
4.1 PRS Volumes
- 2024 PRS Total: 2,197,564
- 2023 PRS Total: 2,026,126
- Increase: +8.46% year‑to‑date
- Busiest day (2024): 1 October, 8,369 passengers assisted after validation.
4.2 High‑Volume Flight Analysis
- Detailed comparison of 2023 vs 2024 flights with high PRM demand.
4.3 PRM Feedback Trends
- 2023: For every 1 complaint → 0.80 compliments
- 2024: For every 1 complaint → 1.25 compliments
- Rolling 12‑month chart shows sustained improvement in compliments and reduction in complaints.
4.4 Strategic Objectives – Outcomes
All four 2024 targets were achieved:
- Compliments up 61% YoY
- Complaints up only 2.56% (within target <8%)
- Staff Safety Engagements up 73%
- Service failures reduced from 1.53 to 1.48 per 10,000 PRMs
4.5 QSM Scores
2024 Assistance QSM Scores (target 4.00):
- Monthly scores ranged 4.05–4.18, meeting or exceeding target.
- Staff Courtesy/Helpfulness target 4.05 was consistently met.
5. Wilson James Stakeholder Forum
- Small independent lived‑experience advisory group.
- Priorities: Choice, Consistency, Kindness, Personalisation, Communication.
- Contributions include:
- Reviewing training content
- Input to future service delivery
- Product development support
- Colleague engagement feedback
6. Host Area Redesign
6.1 Vision
- To deliver state‑of‑the‑art PRS Host Areas aligned with Heathrow’s ambition for world‑leading accessibility.
6.2 Project Overview
- 27 existing host areas; need for 8 additional locations.
- Host Areas categorised:
- Cat A: Retain
- Cat B: Expand
- Cat C: Relocate or new
- Significant stakeholder engagement to determine requirements.
- 50% rise in service use vs 2019 → Current host areas will not meet future demand.
7. PRS Barriers Research – Debrief
Research conducted with:
- 313 passenger intercepts
- 12 shadow journeys
- 7 mystery shops
- 31 auto‑ethnographies
- Workshops with passengers with lived experience
- Continuous involvement from HAAG and airlines
Top 5 Identified Barriers
- Delays & discomfort (especially mobility‑related)
- Uncertainty about processes, sequence, expectations
- Stress/anxiety about “getting it wrong”
- Mismatch of needs vs provided support
- Overwhelm (sensory, physical, emotional)
Key solution themes:
- Better pre‑travel information,
- Clear layout/process explanations,
- Accurate wait‑time expectations,
- Visibility of amenities & services,
- Tailored matching of PRS services to needs.
8. Needs-Based Assessment & Bespoke Journey Planner
A major transformation programme supporting personalised accessibility journeys.
Development Approach
- Multi‑phase testing with disabled passengers:
- Wheelchair users
- People with MS, arthritis, degenerative disc disease
- People with autism
- Visual/hearing impairments
- Two rounds of prototype testing completed.
Key Findings
- Tool is highly valued, scoring 8–10/10 among testers.
- Language is empathetic, clear, and human.
- Flow is easy, logical, non‑overwhelming.
- Output includes highly valued details:
- Flight timings
- Links, contact numbers
- Tailored guidance
- Passengers appreciated being able to use the tool before booking to inform decisions.
Passenger quotes included in the research emphasise:
- Feeling “included for the first time”
- Relief at having comprehensive guidance
- Appreciation for detailed planning support