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London Heathrow: BAA Improves Website's PRM Assistance Page

  • Written by Roberto Castiglioni

London HeathrowWithin 30 days from receiving not-so-positive reviews, BAA takes action and improves the PRM assistance page of its website.


On 12 September, Reduced Mobility Rights published its report of the London Heathrow airport website, highlighting areas in need of improvement.


During a meeting held on 19 September, Mark Hicks, PRM manager and member of the BAA Heathrow PRM Charges Governance Group, promised better services for disabled passengers using Heathrow airport.


Acknowledging Reduced Mobility Rights remarks about the Heathrow’s website Mr Hicks made a formal commitment. “I promise we will introduce changes to make our special assistance page more user friendly,” he said. 


Last Friday, BAA launched its revised PRM Assistance page. Quality and quantity of information available to users is now significantly improved. The most significant change concerns complete contact information of BAA and its contracted service provider, OmniServ.


In this respect, we recommend travellers with reduced mobility draft a copy of OmniServ and BAA contact phone numbers before making their way to the airport. By doing this, they will be able to solve possible service glitches with a phone call.


The website now clearly tells passengers with reduced mobility which services they can expect to receive at London Heathrow.


Reduced Mobility Rights continues to review assistance pages of U.K. websites while monitoring changes on those who did not meet acceptable standards. In this respect, we are in the process of reporting Bristol Airport managing body to the authorities for non-compliance to EU Regulation 1107/2006.



We had an insulting and physically damaging experience on board an international flight. We approached Reduced Mobility Rights and received support to reach a resolution.

Michael and Sara Heymann

Company Info

Reduced Mobility Rights Limited
Registered in England and Wales.
Company No : 07748812
9 Dalton House, 60 Windsor Avenue, London
United Kingdom, SW19 2RR
Phone: +44.(0)7786.993741



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