Heathrow Assistance
In 2017 we were asked to help Heathrow improve their ‘special assistance’ service – and have been working with them ever since refining and improving it.
But the first two things we did were simple. Change the name to lose the ‘special’ was the first. Why should anybody be branded special in a fully inclusive society?
The second was to create an ‘assistance blue’ trail throughout the whole passenger journey. From the initial interaction with Heathrow’s website, through to getting on a plane, the whole route was turned blue. Additionally all text was enlarged (and proportioned) to UKAAF standards.
Staff understanding was improved by specialist training in ‘invisible disabilities’, language versions of the services were produced and Assistance areas rebranded so they are easier to see.
The project has created a ‘good’ score from the CAA, the Civil Aviation Authority.