Heathrow Airport has announced the launch of the Aira app that will benefit nearly 6,000 visually impaired passengers that travel through Heathrow each year.
Starting December 3, visually impaired passengers at Heathrow will have access to on-demand, personalised assistance via the Aira app. The launch of the app coincides with International Day of Persons with Disabilities, observed by the United Nations since 1992 to empower the one billion people in the world that have some form of hidden or visible disability.
Available free of charge, the app will connect passengers directly to a trained professional agent for advice on navigating through Heathrow and assist with finding specific locations – including gates, special assistance facilities, retail outlets and restaurants. It will also provide live information on news affecting their journeys.
The move comes as the number of passengers requesting special assistance at Heathrow is rising by approximately 8% each year, with over one million requests in 2017 alone. Heathrow has been taking proactive steps to transform the service it provides for these passengers, supported by a £23 million investment in an upgraded contract with its special assistance partner, OmniServ. Last year, the airport launched the use of the ‘SignLive’ app, which connects passengers to trained British Sign Language translators on demand, before and after their travel through Heathrow.
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 GBP23 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.’
The Aira app can be accessed by pre-loading it on mobile phones and an agent will be available to provide guided assistance on demand upon arrival at Heathrow. Alternatively, passengers can also pre-book special assistance through their airline and seek information on the app simultaneously, Heathrow said in a release.