British airways is trialing a new digital wayfinding tool to help customers navigate London Heathrow Terminal 5 and Terminal 3 this summer. The technology includes maps, allowing users to easily locate their departure gate and other points of interest.
On Wednesday (July 19, 2023), British Airways announced the launch of a trial for new wayfinding technology to help customers navigate Termina 5 and Terminal 3 at London Heathrow Airport (LHR). The technology offers maps which will allow users to easily locate their departure gate, and other points of interest such as shops, lounges and restaurants. Through an interactive map, customers can click on areas of interest and gain information about the location, including opening times and a description of items available for purchase. Additionally, to tool allows users to easily locate bathrooms, seating areas and information points.
In Wednesday’s announcement, British Airways’ Chief Customer Officer, Calum Laming, said,
“We always want to make travelling through the airport as easy as possible for our customers, so we’re really excited to be trialling 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.”
Customers connecting between flights can also input the details of their inbound and connecting flights, and will then be given step-by-step instructions, along with an animated map, on how to get from the arrival gate through flight connections to their connecting departure gate. The trial started in June and is available to all customers traveling through LHR, and can be accessed by scanning QR codes on digital screens in the airport or by visiting wayfinding.maps.ba.com. As part of the trial, links to the wayfinding tool have also been sent to all customers traveling into London Heathrow and connecting from destinations including New York-JFK, Dubai, Mexico City, Atlanta, Dallas-Fort Worth and Houston.
Source: British Airways