- Disability campaigner Helen Dolphin MBE and experienced equality and inclusion regulator Keith Richards have both been named as co-chairs of the Heathrow Access Advisory Group (HAAG)
- Accessible travel consultant, Geraldine Lundy will serve as vice-chair of the HAAG working with the co-chairs to ensure that accessibility and inclusion are always at the forefront of the airport’s agenda
- The HAAG will be overseeing over £30 million of investment in new equipment and technology to improve the experience of passengers with assistance requirements and hidden disabilities
- Heathrow is working with the Royal National Institute of Blind People (RNIB) to trial new cutting-edge Navilens technology, which guides visually impaired passengers through airports, helping them to travel independently
Heathrow has announced that disability campaigner, Helen Dolphin MBE, and the experienced equality and inclusion regulator, Keith Richards, have both been named as new co-chairs of the Heathrow Access Advisory Group (HAAG). Accessible travel consultant, Geraldine Lundy, will be supporting both Helen and Keith in the role of vice-chair of the HAAG, working with the independent group to ensure that accessibility and inclusion is always at the forefront of Heathrow’s agenda.
The members of the HAAG will oversee over £30 million worth of investment in new equipment, resources and technology such as the cutting-edge Navilens technology that Heathrow is working with the Royal National Institute of Blind People (RNIB) to trial. Navilens works by using a system of bespoke markers and a powerful detection algorithm to guide visually impaired passengers through the airport, empowering them to travel independently. The trials are set to begin in early spring.
More about Helen Dolphin MBE
Helen Dolphin MBE is a campaigner who is committed to improving transport for disabled people. Helen who is disabled herself, will be bringing a wealth of experience to the role and also serves as a member of the Civil Aviation Authority (CAA) consumer panel. Helen also works as an independent mobility specialist, advising professional bodies on how to improve accessibility. In 2015, she was awarded an MBE by His Royal Highness Prince Charles, for her campaigning work on behalf of disabled motorists.
More about Keith Richards
Keith Richards trained as a barrister and he has served as an independent member and non-exec director on a number of regulatory bodies in a variety of sectors. He specialises in self-regulation, equality and inclusion consumer rights and set up the Consumer Panel at the CAA before serving as its Chair for six years until 2017. Keith is also currently a board member at the consumer watchdog, Transport Focus, as well as Chair of the Disabled Persons Transport Advisory Committee (DPTAC) at the Department for Transport.
Geraldine has worked in the aviation industry for over 20 years, enabling people with disabilities to fly as safely and comfortably as possible. During her years working for Virgin Atlantic she influenced the airline to introduce accessible in-flight entertainment and training customer facing colleagues to assist passengers with hidden disabilities. In 2019, Geraldine became an independent consultant and has provided services and advice to airlines, airports, aviation industry bodies and people with disabilities.
To further strengthen Heathrow’s own Customer Relation and Service Team, Sarah Charsley, has also been appointed to the newly created role of Head of Assistance Service Transformation and will be working closely with the HAAG to transform the airport’s assistance offering. Sarah has worked at Heathrow for over a decade and has played a key role working with multiple stakeholders to transform the baggage operation.
Welcoming the appointments, Heathrow Customer Relations and Service Director, Liz Hegarty said: “We’re really looking forward to working with the new team to continue to improve and co-create the future of our assistance services - for those travelling with us today, and the passengers who will fly through an expanded Heathrow in the future.
