Meetings

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.

1. Attendees

In Person

Keith Richards (HAAG Co‑Chair)
Helen Smith (HAAG Co‑Chair)
Elizabeth Herbert (HAAG)
Carly Jones (HAAG)
Tanvi Vyas (HAAG)
Anthony Smith (HAAG)
Emily Kilby (CAA)
Henry Carpenter (Help Points)
Gemma Williams (T4 Car Park)
Daniel Edwards (HAL)
Calum Glazier (HAL)
Lucy Seymour (HAL)
Farah Ali (HAL)
Elizabeth Beale (HAL)
Kiren Johal (HAL)
Janet McLaren (HAL)
Durdana Fathima (HAL)
Katarzyna Zdanowska (HAL)

Apologies

Danny Hall (HAL)
Abigail Oakley (HAL)
Manny Abebe (HAL)
Sian Evans (HAL)
Sim Cotton
Georgie Hill‑Jones (HAAG)
Josh Wintersgill (HAAG)
Jerry Angrave (HAAG)

Teams Attendees

Geraldine Lundy (HAAG Deputy Chair)
Anne Thorpe (HAAG)
Jessie Buckle (Ferrovial)
Thomas Abdul (Ferrovial)
Jonathan Lim (Jacobs)
Philip Holbourn & Alan Neighbour (Network Rail)

2. Meeting Notes

2.1 Welcome & Introductions

• LS welcomed attendees.
• HAAG members gave brief introductions.

2.2 Heathrow Leadership Session – Daniel Edwards

Key Points from DE:

• Introduction to his role and focus on PRS (Passengers Requiring Support).
• Two priority values: Inclusion and Equality.
• Importance of embedding accessibility into new infrastructure and expansion projects.
• Encouraged HAAG to challenge Heathrow to improve accessibility.
• Stressed the importance of staff training and culture.
• Noted significant PRM (wCHR) numbers in September: 221,973 passengers.
• Highlighted investment in wheelchairs, buggies, hi‑lifts, and travel guide improvements.
• ABM appointed as new service provider, going live 1 Feb 2026.

HAAG Feedback:

• Need for accessibility in every stage of planning (KR).
• Airport environment can be intimidating; getting the basics right is essential (EH).
• Hidden disabilities awareness remains inconsistent across staff (TV).
• Importance of dignity, equality, and comms around new scanners (EH).
• Disruption (weather, strikes, T4 issues) has significant accessibility impact (KR).

2.3 Airside Tour

Time: 11:00–12:30
Followed by lunch (12:30–13:30).

---

3. Project Presentations

3.1 Airside Pedestrian Walkways – Ferrovial / Jacobs / Motionspot

Presenter: Jessie Buckle (Inclusive Design Advisor)

Key Points:

• Overview of Phases 2A and 2B.
• Design aligned to HAL Inclusive Mobility Standards.
• Tactile paving, drainage, and colour‑blind‑friendly design in review.
• Feedback raised:
  • Need for well‑lit routes (AS, TV).
  • Importance of SMCH (smooth chamfered kerbs) (TV).
  • Concerns around raised markings and tunnel safety history (CJ).
• New bollard placement being adjusted for passenger safety.

3.2 T4 Car Park Redevelopment – Atkinrealis (GW & Helen)

Key Points:

• T4 car park is 40 years old; requiring full rebuild.
• Timeframe not yet confirmable due to complexity of relocation and demolition.
• Four-lane forecourt redesign planned.
• PRS journeys a core design focus.
• Long stay unchanged; MSCP4 to fully close for rebuild.
• Park & Ride T4 to act as replacement short‑stay with PRS‑specific facilities.
• PRS bus service (Transdev) to be enhanced; reviewing wheelchair capacity.
• Mapping of 70 journeys to understand needs.

Concerns Raised by HAAG:

• EV charging and long‑term futureproofing (TV).
• Shuttle delays during disruption (TV).
• Bus manoeuvrability for wheelchairs (AT).
• Communication to Uber, Google Maps, airlines (CJ).

Commitments:

• Designers reviewing all PRS impacts.
• Detailed comms strategy being developed.
• Operating model expected by Christmas for Feb review.

3.3 Help Points Update – Henry Carpenter

Key Points:

• Accessibility project from winter 2025–2026.
• All Lee Warren units replaced with Gai‑tronics models.
• Integration with APOC, CCTV, and basic intercom features.
• Seating to be installed beside help points following ECAC Doc 30 guidance.

Feedback:

• Need for better signage/colour contrast (KR).
• More accessible formats for neurodiverse passengers (CJ).
• Consideration for raised barriers, hearing loops, tactile labels (HS, TV).

3.4 Network Rail Update – Philip Holbourn

Key Points:

• Focus on level boarding, benefitting all passengers.
• Wheelchair‑accessible carriage: Carriage 5 on platforms 5–8.
• Manual boarding ramps to be available for reassurance (TV).
• Staff support guaranteed at stations.
• Review of ORR & DfT Accessible Travel Policy.

Meeting Close

Time: 16:00

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.

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:

1. Compliments up 61% YoY
2. Complaints up only 2.56% (within target <8%)
3. Staff Safety Engagements up 73%
4. 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

1. Delays & discomfort (especially mobility‑related)
2. Uncertainty about processes, sequence, expectations
3. Stress/anxiety about “getting it wrong”
4. Mismatch of needs vs provided support
5. 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

Attendees

Jamie Pinney – Services Manager Assistance – Heathrow
Anne Thorpe (Guest) – HAAG Member
Tanvi Vyas – HAAG Member
Libby Herbert | Colostomy UK (External) – HAAG Member
Helen Dolphin (GBRTT) (External) – HAAG Member
Dr Carly Danesh Jones MBE (Unverified) – HAAG Member
Josh Wintersgill (Unverified) – HAAG Member
Farah Ali – Services Manager Assistance – Heathrow
Keith RIchards – HAAG Co-Chair
Abi Oakley – Support Services – Heathrow
Geraldine Lundy (Unverified) – HAAG Vice Chair
Emily Kilby – CAA
Danny Hall – Services Manager Assistance – Heathrow
Jerry Angrave (Unverified) HAAG Member
Janet Mclaren – Support Services – Heathrow
Calum Glazier – Head of Assistance – Heathrow
Tim Wheen – Head of Research and Insights

Introduction and Welcome

KR and HD introduce the session, explain the first half of day we will be conducting an operational walk.

Operational Walkaround

Walk begins in T3 departures, proceeding airside and visiting the Mandeville suite.

All – Open discussion around service provided at Mandeville and reasons for congestion, Heathrow emphasise the growth in demand and requirements to open additional departures host areas

Walk continues through departures visiting additional hosted area in Pier 6

All – Open discussion around standards in temporary host area, feel of the area is very clinical,

JP – Emphasizes this is not standard, but has been arranged as a contingency measure following overcrowding in Mandeville, plan in place to improve standards.

Walk continues to arrivals visiting connections area

JP – Explains area setup to allow passengers to self mobilise through security, as they can see security from the host area, enabling them to understand distances, if they wish they can then be met by a buggy on the other side of security.

All – Open discussion around benefits of self mobilisation through security, questions raised around separate screen lane for PRM passengers,

Walk continues to handover point

JP – Explains the improvements made to handover point, driven by additional host areas in connections and baggage reclaim, explains the requirements for area to remain in situ due to infrastructure challenges through immigration and changes of equipment

All – Open discussion around challenges within terminal 3 with some solutions being offered, discussions around potential for self mobilisation and how to improve service levels for passengers

Walk continues through immigration to baggage reclaim hall

JP – Highlights the increased numbers of passengers that self mobilise when reaching the baggage reclaim hall, host area here also acts as a reunion area for any family members who walked whilst passengers were assisted in equipment

Group returns to Aerodrome room and breaks for lunch.

Business Update

CG – Provides business and strategy update, covering improvements to PRS journey, including security lanes within terminal 2 and plans to roll these out across the function. Highlights continued improvements we’ve seen to service, with ECAC scores trending upwards alongside all other passenger satisfaction scores (QSM, Compliments of service etc).

HAAG – Discussion around potential contract options for PRM and the impacts this may have to service proposition in future.

Barrier Research and Insights

Presentation from Research and Insights team to present research conducted into barriers of travel, highlighting how the research was gathered and how this is feeding into Heathrows strategy.

HAAG – Discussions around challenges of collecting this information due to passengers may not want to disclose, questions how the information was captured.

TW – Specifies information was captured from in person interviews, appreciates this may not be all encompassing due to passengers not wanting to declare but they have seen a very positive response rate.

Attendees

Jamie Pinney – Services Manager Assistance – Heathrow
Anne Thorpe (Guest) – HAAG Member
Tanvi Vyas – HAAG Member
Libby Herbert | Colostomy UK (External) – HAAG Member
Helen Dolphin (GBRTT) (External) – HAAG Member
Dr Carly Danesh Jones MBE (Unverified) – HAAG Member
Josh (Unverified) – HAAG Member
Farah Ali – Services Manager Assistance – Heathrow
Keith RIchards – HAAG Co-Chair
Abi Oakley – Support Services – Heathrow
Liz Boadella Burton – Director – Wilson James
Geraldine Lundy (Unverified) – HAAG Vice Chair
Emily Kilby – CAA
Danny Hall – Services Manager Assistance – Heathrow
Jerry Angrave (Unverified) HAAG Member
Janet Mclaren – Support Services – Heathrow
Jenny McLaughlin – HAND Network – Heathrow
Tonia Fielding – Services Director – Heathrow

Introduction and Welcome

KR and HD introduce call,
All introduce themselves

Self Serve Wheelchair Bays

DH – Introduces concept of self serve wheelchair bays, which have just launched in Terminal 2 and Terminal 5, highlighting opportunity for family members to assist travelling passenger in Heathrow equipment without seeing supplier, enables greater choice travelling through airport

DH – Specifies significant demand for product following initial feedback, thousands of passengers have already utilised since launch in April. We will look to consistently develop product, learning from feedback as we progress and roll out to wider areas and other terminals, aim to launch in both arrivals and departures.

So with this, we’re now looking to roll this out to T2T3 and T4.

HD – Expresses surprise at number of passengers which have utilised questions if there will be any options of motorised equipment

DH – exploring in the future

GL – Feedback would suggest this product would work very well on arrivals

DH – Current focus is on departures as there are common entry points so capture more passengers, we are assessing how best to launch in arrivals.

TV – How are you capturing feedback from passengers?

DH – Covers feedback strategy and data capture

LH – Question around security process on stoma bags

JP – Explains process, highlighting private search options.

All – Open discussion around next generation security process and potential impacts to consumers

Training

JP – Plan for today to take you through our disability awareness training and gather feedback to ensure that the training provided is relevant and best arms colleagues to provide better service to passengers who require additional support in certain environments.

JP – Presents 36 slides which cover each section of disability training,

HAAG Members – Question slides and provide feedback around language used, relevancy of aspects of training, challenging approach in some of the situations presented, questions around imagery and accessibility of training, questioning frequency of training alongside how the training is delivered

EK – CAA are focusing on training to ensure consistency across airports

JP – Thank you, will collate all of the feedback ahead of our training review in September, we want to engage you further on the training and if possible include you in the design phases, including updating some of the multimedia aspects such as videos, We will look to engage more on this subject closer to the time of filming etc.

WJ Operational Performance Update

LBB – Delivers slides around operational performance, SLA performance,, including volume highlighting record breaking numbers, ECAC performance and machine learning to assist in planning, discusses planning activity ahead of peak periods of the year, equipment strategy and challenges in connections.

JA – Questions around how we adapt service on individual needs

JP – Provides information relating to service level agreements with WJ

KR – Questions around connecting product and how we ensure passengers get flights

LBB – Explains connecting prioritisation process

JW – Questions around technology and validity of data for CAA

EK – Highlights CAA auditing process

JW – Questions around how well prepared we are for Olympics/para Olympics

LBB – Explains planning cell within Wilson James which are focused towards Olympics and ensuring appropriate resources are in place, working with airlines

LBB – Provides SLA update, highlighting significant improvements year on year and plans to continue exceeding in this space

HAAG – Open discussion around SLA performance, commenting on substantial growth within the service and reasons for why this may be the case

JP – Provides a contract update, highlighting contract term ending in November and potential to look at contract extension or re-tender process, highlighting opportunity to challenge standards across the board and for Heathrow to begin to realise its vision for the service prioritising passengers.

Heathrow Accessibility and Inclusion Standard

JM – Makes introduction

JM – Discusses importance of ensuring that accessibility is considered at every stage within projects, regardless of area I.E infrastructure, technology, should be ensuring it is accessible and benefits everyone.

JM – Dicusses Heathrow accessibility standard and how this is being applied across the board, removing barriers from travel.

CJ – Questions the impacts this has on recruitment,

JM – Discusses EDI policies around recruitment and how this is not a barrier.

TV – Questions any outreach programmes we currently have working with universities etc.

JM – Highlights work with different disability groups, whilst also discusses Heathrow’s community pledges and programme.

Heathrow Strategy Update

TF – Makes introduction and provides apologies, due to incident within terminals have been unable to join.

TF – Discusses Team changes to Heathrow assistance team and impacts of this, Discusses Heathrow direction relating to Thomas Woldbye and how focus has become on new beacons of service ensuring we are remaining fast and focused.

TF – Discusses the substantial amount of work within 2024 to ensure that the bar is being raised for assistance passengers, removing barriers for travel and allowing them to travel through the airport how they want to travel.

KR – Thanks TF for the commentary, highlighting the importance of HAAG feedback in these workstreams and the value that can add.

JA – Questions accountability and where this is held

TF – Highlights its at exec level, that is how seriously we are taking improvements.

Meeting Ends 15:03.