British Airways trials digital wayfinding tool at Heathrow

20 Jul 2023 by Mark Caswell
British Airways Heathrow wayfinding tool (image from

British Airways has launched a trial of new digital wayfinding maps at its Heathrow T3 and T5 hubs.

The maps can be accessed via or via QR codes on digital screens at the airport, and as part of the trial links are also being sent out to customers travelling into Heathrow and connecting from destinations including New York JFK, Dubai, Mexico City, Atlanta, Dallas Fort Worth and Houston.

The interactive maps have been designed to help customers navigate their way through Terminals 3 and 5, with information on arrival and departure gates, the location of lounges, bathrooms and seating areas, and details on shops and their openings times.

Travellers on connecting services can input the details of their inbound and connecting flights, to be provided with an animated map and guide detailing how to get from the arrival gate, through flight connections and onto their departure gate.

British Airways Heathrow wayfinding tool (image from

The carrier also highlighted other recent digital enhancements available within the British Airways app, including:

  • the option to generate digital bag receipts in addition to the physical copy printed at the airport
  • notifications when customers’ bags have reached the arrivals hall, with details on which carousel bags can be collected from

Commenting on the news Calum Laming, British Airways’ chief customer officer, said:

“We always want to make travelling through the airport as easy as possible for our customers, so we’re really excited to be trialling a new wayfinding tool this summer.

“The interactive map is simple to use, allowing our customers 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.”

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