A multi-million pound package of investments and tools to improve the travel experience of passengers with disabilities and mobility restrictions at the airport has been launched.

Amongst the new services launched are lanyards for passengers with hidden disabilities, new specialised signage to identify special assistance areas, and an on-demand service for British Sign Language translators.

The new lanyards are part of an established service initiated at Gatwick and rolled out in other UK airports, and is supported by leading UK charities including the Alzheimer’s Society, the National Autistic Society and Action on Hearing Loss. Special assistance staff, security officers and passenger ambassadors at Heathrow have been trained to identify the lanyard so they can provide additional assistance, or allow passengers wearing it more time or space as they travel independently through the airport.

The new signage will display the United Nations new symbol of accessibility. Special assistance signage will be a distinctive blue, and easier for passengers to identify as they make their way around the airport. The new scheme has already begun in Terminal 3.

The airport also promoted a new on demand app that is being used by passenger ambassadors and special assistance providers across Heathrow to access trained British Sign Language translators on demand to assist deaf passengers travelling through.

Jonathan Coen, Director of Customer Relations and Service at Heathrow, said: “Heathrow’s vision is to make every journey better, for every single passenger. We need to do more when it comes to our Special Assistance service and we hope the investments and changes we are announcing today will go a long way in helping our passengers feel more welcome and at ease when travelling through our airport. We will keep working with our partners to deliver a better experience and the high standards of service our passengers deserve.