Attendees
Keith Richards (HAAG Co- Chair)
Geraldine Lundy (HAAG Deputy Chair)
Helen Smith (HAAG Co- Chair)
Anne Thorpe (HAAG)
Tanvi Vyas (HAAG)
Libby Herbert (HAAG)
Josh Wintersgill (HAAG)
Gemma Williams (Atkins Realis)
Samantha Saunders (ABM)
Callum Croft (ABM)
Michelle Baxter (ABM)
Donna Platt (ABM)
Daniel Edwards (HAL)
Calum Glazier (HAL)
Jamie Pinney (HAL)
Durdana Fathima (HAL)
Jason Mackie (HAL)
Janet McLaren (HAL)
Abigail Oakley (HAL)
Katie Pye (HAL)
Daniel Furniss (HAL)
Nick Dranko (HAL)
Kevin Harman (Costain)
Simran Kullar (HAL)
1. Airport Journey Strategy (Daniel Edwards)
- Daniel Edwards outlined Heathrow’s transition to an end-to-end ‘airport journeys’ model.
- He emphasised improving predictability, flow, and accessibility across passenger journeys.
- Keith Richards asked about influencing key friction points such as security and immigration.
- Daniel confirmed ongoing collaboration with regulators and the importance of HAAG’s input in shaping future designs.
2. Assistance Service Update (Calum Glazier)
- Calum Glazier provided an update on the mobilisation of the new assistance service with ABM.Heathrow – Restricted
- He confirmed a successful transition involving ~1,600 staff and new technology systems.
- Josh Wintersgill raised questions about technology risks; Calum confirmed systems are bedding in.
- Helen Dolphin asked about issues; Calum confirmed no major concerns but noted early-stage adjustments.
3. Border Modernisation (Daniel Furniss)
- Daniel Furniss presented plans for future border automation and biometric processing.
- He highlighted improvements aimed at accessibility and ease of use.
- Helen Dolphin shared an example of poor accessibility at another airport.
- Daniel reassured that Heathrow’s future designs aim to avoid such issues and include full accessibility from the outset.
4. One Stop Security (Nick Dranko)
- Nick Dranko explained the One Stop Security programme and its benefits.
- He confirmed expansion to Terminal 5.
- Tanvi Vyas raised concerns about accessibility and group travel; Nick acknowledged and committed to reviewing.
- Sam Saunders confirmed support arrangements for PRM passengers.
5. Surface Access Audit (Simran Kullar)
- Simran Kullar presented findings from a comprehensive accessibility audit across transport modes.
- She highlighted strengths and areas for improvement, particularly around information and help points.
- Keith Richards emphasised the importance of visible and reliable help points.
- Jamie Pinney confirmed ongoing work to improve help point consistency and reliability.
6. ABM Update (Sam Saunders / Donna Platt / Michelle Baxter / Callum Croft)
- ABM leaders introduced their approach, including a focus on ‘Just Culture’ and continuous improvement.
- Donna Platt outlined staff engagement and recognition initiatives.
- Callum Croft demonstrated new data dashboards and real-time operational visibility.
- Jamie Pinney confirmed strong audit performance following mobilisation.Heathrow – Restricted
7. Terminal 4 Developments (Gemma Williams)
- Gemma Williams presented plans for Terminal 4 car park redevelopment and new transport arrangements.
- She outlined the introduction of a Park & Ride system and an Assistance Hub.
- Tanvi Vyas and Keith Richards raised accessibility concerns regarding buses and passenger flow.
- Gemma confirmed ongoing design refinement and stakeholder engagement.
8. Assistance Projects (Katie Pye)
- Katie Pye provided updates on assistance-related projects across Heathrow.
- She highlighted improvements to lounges, help points, and independent travel options.
- Keith Richards asked about help point improvements; Katie confirmed a structured upgrade programme.
9. Terminal Updates (Kevin Harman / Janet McLaren)
- Kevin Harman presented the new Terminal 2 PRM lounge and its accessibility features.
- Janet McLaren highlighted a new dedicated assistance lane in Terminal 3 and upgrades in Terminal 5.
- Passengers have responded positively to these improvements.
10. Closing (Helen Dolphin / Keith Richards)
- Helen Dolphin thanked all presenters and attendees.
- Keith Richards highlighted the importance of continued collaboration.
- Meeting closed with recognition of ongoing progress and future work.