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Heathrow hosts special assistance open day

London Heathrow Airport welcomed over 80 passengers to its first annual special assistance open day. Its aim was to help passengers understand how its special assistance service works, so passengers with disabilities or mobility restrictions have the confidence and information they need before they travel.

The event was jointly hosted with Omniserv, Heathrow’s special assistant provider, as well as disability charities including TryB4uFly, Whizz-Kidz and Spinal Injuries Association, and airlines including Virgin Atlantic. Nine companies exhibited on the day.

Passengers were also given the opportunity to go on behind-the-scenes tours of the airport, and walk through the actual journeys they would take from check-in to gate.

Jonathan Coen, director of customer relations and service at Heathrow, commented, “We are determined to provide an excellent level of service to every passenger and work with our partners to ensure all our passengers’ journeys are as smooth, and as enjoyable as possible.

“Our first annual Open Day this weekend is only the first of many steps we are taking this year to be more transparent, and responsive to the needs of our passengers with disabilities or mobility difficulties. There is more to come yet, as we transform our service to meet the high standards of all our passengers, regardless of their requirements.”

Over one million passengers at Heathrow request special assistance from the airport each year. Following a critical report by the Civil Aviation Authority this year, Heathrow is transforming its service for these passengers and will soon publish a new action plan outlining practical steps to ensure its special assistance is considered among the best in the UK.

Written by Kirstie Pickering

September 26, 2017


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