Support services for air transport

Tender description

London Heathrow Airport is one of the world's leading airports with a focus on making every journey better. It currently services between 73 000 000 and 75 000 000 passengers a year through its 4 terminals set across a 13 km² campus. We are currently looking for expressions of interest in a potential tender for the provision of assistance to Passengers with Reduced Mobility. These services are provided across all of our 4 terminals to over 1 000 000 passengers (with this number likely to continue to grow over the next few years). The services required will include but not be limited to: a) assistance from Set Down Points or Pick Up Points to check-in, b) assistance with registration at check-in, c) assistance at Landside Assistance Areas, d) assistance through Security processes, e) assistance at Airside Departures Assistance Areas, f) assistance in proceeding to the gate at the correct time for pre-boarding, g) assistance in boarding and disembarking the aircraft, h) assistance at Airside Arrivals Hosted Areas, i) assistance through immigration, baggage reclaim and customs, j) assistance from / to connecting flights both for landside and airside, inter and intra terminal connections, k) assistance in case of delays and or cancellation of flights, l) assistance in case of missed flights. In addition to these operational requirements we would be looking for a supplier who can provide a technology based system to manage and control the operation of the services and drive efficiencies. 1 of the key messages we have as a company is around looking to enhance the passenger experience and to give passengers the best airport service in the world. To this end we look to suppliers to embody the team Heathrow spirit and to work with us to continually look for better ways of working and participate in transformation projects. These services will be provided to any and all passengers fitting the definition of a Passenger with Reduced Mobility is as per the International Air Transport Association (IATA) agreed categories (subject to amendment from time to time) including: i) WCHR passenger who can walk up and down stairs and move about in an aircraft cabin, but requires a wheelchair or other means for movements between the aircraft and the terminal, in the terminal and between arrival and departure points on the city side of the terminal, ii) WCHS passenger who cannot walk up or down stairs, but who can move about in an aircraft cabin and requires a wheelchair to move between the aircraft, in the terminal and between arrival and departure points on the city side of the terminal, iii) WCHP passenger with a disability of the lower limbs who has sufficient personal autonomy to take care of him/herself but who requires assistance to embark or disembark and who can move about in an aircraft cabin only with the help of an on-board wheelchair, iv) WCHC passenger who is completely immobile who can move about only with the help of a wheelchair or any other means and who requires assistance at all times from arrival at the airport to seating in the aircraft, or if necessary, in a special seat fitted to his/her specific needs the process being inverted at arrival, v) BLND blind, vi) DEAF passenger who is deaf or a passenger who is deaf without speech, vii) DEAF/BLIND blind and deaf passenger who can only move about with the help of an accompanying person, viii) DPNA disabled person needing assistance. In addition to these categories the following classification of passengers will also be considered PRM's for this contract: ix) PRMs using assistance dogs, x) PRMs who are currently not included in the above, including obese, elderly, mentally disabled, ailment of temporary nature, and any other passenger that requests physical assistance.