From Monday December 3rd (International Day of Persons with Disabilities), visually impaired passengers at Heathrow will have access to on-demand personalised assistance via the Aira app. The aim is to allow passengers to enhance their independence throughout the journey at Heathrow.

The app will connect passengers directly to a trained professional agent for advice on navigating through Heathrow and assist with finding specific locations such as gates, special assistance facilities, retail outlets and restaurants. It will also provide live information on news affecting their journeys.

This service can be pre-book special assistance through their airline and seek information on the app at the same time.  The number of passengers requesting special assistance at Heathrow is rising by about 8% a year, with more than one million requests in 2017 – more than any other European airport.

Jonathan Coen, director of customer relations and service at Heathrow said: “We are transforming the assistance service we provide to our passengers and empowering them to be as independent as possible when they are travelling through Heathrow. 

“We have already invested £23 million in an upgraded contract with our special assistance partner, OmniServ, and introducing new equipment, training and technology to help improve our service.

“Aira takes us one step further – and will deliver a better travel experience for the 6,000 passengers each year that would otherwise feel less independent and less prepared when they begin their journey via Heathrow.”

To book, check routes, availability and fares for Heathrow or any other airport or destination, please contact your Traveleads consultant.