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British Airways Trials Wayfinding Tool to Help Passengers Navigate Heathrow

The new interactive tool is designed to make navigating one of Europe's busiest airports a whole lot easier

by Lauren Smith

July 21, 2023

Photo: Courtesy of British Airways

British Airways passengers searching for a departure gate, a restroom, or a Pret a Manger at its London Heathrow home base will soon be guided by an interactive wayfinding tool on their digital devices.

The UK’s flag carrier began trialing its new mobile wayfinding tool in June, sending links to download the app to all customers traveling into London Heathrow (LHR) and connecting from destinations including New York-JFK, Dubai (DXB), Mexico City (MEX), Atlanta (ATL), Dallas-Fort Worth (DFW), and Houston (IAH).

Photo: Courtesy of British Airways

Other British Airways customers transiting through Heathrow can also download the app by scanning QR codes displayed on digital screens throughout the airport or visiting their website.

The app provides clear information on the airport’s layout, including interactive maps of Terminals 3 and 5. Passengers can click on the maps to receive information about areas of interest such as stores, restaurants, and lounges and get information about their opening times and items for sale.

They can also quickly locate restrooms, gates, seating areas, exits, and other facilities within the terminal.

Photo: Courtesy of British Airways

Additionally, customers connecting at Heathrow can input details of their inbound and connecting flights and receive step-by-step instructions, accompanied by an animated map, to help them get from their arrival gate to their departure gate.

Calum Laming, the airline’s chief customer officer, said: “We always want to make traveling through the airport as easy as possible for our customers, so we’re really excited to be trialing a new wayfinding tool this summer.”

“The interactive map is simple to use, allowing our customers to easily locate their departure gates and discover nearby restaurants and shops for some last-minute duty-free shopping, and for those customers who are eligible, our lounges. Of course, our fantastic colleagues will still be on hand to help as well.”

Photo: Courtesy of British Airways

The carrier also drew attention to other improvements it’s recently made to the British Airways mobile app. Travelers can now use the app to generate easily accessible digital receipts for checked baggage and physical copy printed at the airport. The app also directly sends customers notifications when their checked bags have reached the arrivals hall at Heathrow, including details on which carousel they can be collected from.

The app, which can be downloaded from the airline’s website or through mobile app stores, also allows customers to effortlessly check into flights, download their boarding passes, select their seats, request special meals, and check their flight status.