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ABM has been appointed by Heathrow to deliver its assistance service for passengers with access needs across all terminals, providing care and support for more than one million passengers annually.
With a team of more than 1,600 in place – ABM will deliver accessible travel services across Terminals 2,3,4 and 5. ABM’s approach combines end-to-end journey assistance and accessibility support including close coordination with airlines and airport partners to enhance and prioritise passenger independence, dignity and confidence.
The new partnership cements ABM’s position as the largest, and one of the most advanced, providers of accessible travel services across the UK and Ireland aviation sector. ABM will elevate service levels through industry-first integrated technology, combining digital accessibility tools, intelligent service delivery and real-time operational insight to better anticipate, identify, and support passenger needs across the airport journey.
This technology-enhanced approach is underpinned by ABM’s proprietary training programmes, accredited by Disability Rights UK, and delivered by an experienced management team. Together, they form a passenger-centred service strategy committed to continual improvement.
Ahead of go-live on 1 February, ABM delivered a comprehensive mobilisation programme recognising the critical role frontline team members play in delivering high-quality, people-centric service. Early and ongoing engagement with team members across Heathrow, supported by structured onboarding, role-specific training and post-go-live support, helped embed service expectations, behaviours and new ways of working from day one.
Richard Sykes, SVP and President ABM UK and Ireland said: “Heathrow is one of the busiest and most complex airport environments in the world, and this important appointment further strengthens ABM’s position in the aviation sector and demonstrates confidence in its ability to deliver complex, high-profile services at scale.
“Our focus is on delivering a service the airport and its passengers can depend on, providing care and dignity throughout the airport journey, and backing our frontline teams with the training and support they need to deliver that experience every day. As part of that support, ABM will implement a range of initiatives designed to create positive outcomes for Heathrow, supporting inclusive employment, colleague wellbeing and environmentally responsible operations.”
