A new digital British Airways Wayfinding App at London Heathrow Terminal 5 and Terminal 3 is being tested to assist customers during their travels.
British Airways Wayfinding App
The technology offers interactive maps, providing clear directions and information on the airport layout, including points of interest like shops, lounges, and restaurants. This tool aims to help customers navigate the airport more confidently, saving time and reducing the risk of missing flights.
It also assists connecting customers in finding their way from arrival gates to departure gates for connecting flights. The trial began in June and is available to all customers travelling through London Heathrow and can be accessed through QR codes on digital screens or by visiting wayfinding.maps.ba.com.
British Airways also provides additional travel advice for the summer, such as downloading their app (Android | Apple) for easy flight-related tasks, preparing essential items in hand baggage, and arriving at the airport with sufficient time before the flight.
However, long-time loyal BA fliers will tell you the BA app is probably the least reliable digital tool you could use when travelling this summer, or any other time for that matter!
Through an interactive map, customers can click on areas of interest including shops and gain information about the location, opening times, and a description on items that can be purchased. The tool also allows bathrooms, seating areas and information points to be easily located.
British Airways
How Useful is it?
The digital wayfinding tool will provide instructions and interactive maps, allowing customers to navigate the airport more confidently and easily locate their departure gates and points of interest like shops, lounges, and restaurants. Each interest point is further clickable to gain additional information on them.
British Airways hopes this enhanced customer experience will reduce the stress and anxiety associated with navigating its home hub and main terminals, London Heathrow Airport, possibly even improving digital customer satisfaction.
Customers can access the Wayfinding app through multiple access points with QR codes on the digital screens at the airport. There is no dedicated app to download.
Once accessed, users are presented with interactive maps of both Terminals 5 and 3. These maps are designed to be user-friendly and easy to navigate. There is even a toggle to switch between general and Accessible routes for those with limited mobility.
The tool offers clear directions for customers departing from London Heathrow to help them locate their departure gates. It provides step-by-step instructions on how to reach the gate, ensuring a seamless journey through the airport.
And, for travellers connecting through the airport, the tool allows them to input details of their inbound and connecting flights. It then provides step-by-step instructions and an animated map, guiding them from their arrival gate through flight connections to their departure gate for the connecting flight.
Every Little Helps
With LHR being my home airport and BA my airline of choice, I welcome any new digital enhancement, even if I would prefer the development cash go towards improving their app first.
However, interactive maps and airport navigation isn’t a new thing. Back in 2020, just before the world hit the pandemic, Delta Airlines invited me to experience its version of airport navigation built on a technology called Parallel Reality, which blew me away.
Its rollout was paused as the global travel market froze due to Covid. However, it is now finding its way into public use and is available for passengers using Detroit Metropolitan Airport.
