June 13, 2024

British Airways trials digital wayfinding tool

British Airways is trialling a digital wayfinding tool to help passengers navigate through London Heathrow.

The new technology comprises interactive maps of London Heathrow T5 and T3, helping passengers locate their departure gate and points of interest, such as shops, lounges and restaurants.

Passengers will receive clear directions and details on the airport layout, as well as the locations of points of interest. Opening times and descriptions of items purchased will be available. Travellers will also be able to pinpoint bathrooms, seating areas and information points.

Those who are connecting between flights can input the details of their inbound and connecting flights. They 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 flight departure gate.

The trail, which began in June, is available to all passengers who are travelling through Heathrow. The tool can be accessed through QR codes on digital screens in the airport or by visiting wayfinding.maps.ba.com. 

Links to wayfinding have also been sent to all passengers travelling into Heathrow and connecting from destinations such as New York JFK, Dubai, Mexico City, Atlanta, Dallas Fort Worth and Houston.

Calum Laming, Chief Customer Officer at British Airways, said: “We always want to make travelling through the airport as easy as possible for our passengers, so we’re really excited to be trialling a new wayfinding tool this summer. The interactive map is simple to use, allowing our passengers 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.”

British Airways is also offering travel advice for those jetting off over the summer period. Digital baggage receipts in the ba.com app have been rolled out too, allowing passengers to generate an easily accessible digital bag receipt, in addition to the physical copy printed at the airport.