Heathrow Airport has appointed ABM, a provider of facility, engineering and infrastructure services, to deliver its assistance services for passengers with access needs across all terminals.
The companies say that their partnership will bring together people-centered service and technology-enabled support to enhance the passenger experience for the one million people with access needs who pass through the airport each year.
With a team of more than 16,000, ABM will deliver accessible travel services across Terminals 2, 3, 4 and 5. It will use an approach that combines end-to-end journey assistance and accessibility support, including close coordination with airlines and airport partners to enhance and prioritize passenger independence, dignity and confidence.
ABM’s technology-focused approach is underpinned by its proprietary training program, which has been accredited by Disability Rights UK.
Richard Sykes, SVP and president at ABM UK and Ireland, said, “Heathrow is one of the busiest and most complex airport environments in the world. This important appointment further strengthens ABM’s position in the aviation sector and demonstrates confidence in its ability to deliver complex, high-profile services at scale.
“Our focus is on delivering a service the airport and its passengers can depend on, providing care and dignity throughout the airport journey, and backing our frontline teams with the training and support they need to deliver that experience every day. As part of that support, ABM will implement a range of initiatives designed to create positive outcomes for Heathrow, supporting inclusive employment, colleague well-being and environmentally responsible operations.”
Ahead of go-live on February 1, ABM delivered a mobilization program recognizing the critical role frontline team members play in delivering high-quality, people-centric service. Early and ongoing engagement with team members across Heathrow, supported by structured onboarding, role-specific training and post-go-live support, will help embed service expectations, behaviors and new ways of working.
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