Star Alliance has added Heathrow to the list of airports that now offer its Connection Service initiative.
Dedicated staff will use software to monitor passengers’ transfer windows and will take steps to ensure the customer reaches their connecting flight.
According to Star Alliance, the software will help staff see where passengers and their checked bags are in danger of missing their onward flight and allows them to consider the options available to help the customer make their connection, including personally escorting them to their next departure gate.
Agents can also make the decision to book delayed passengers onto alternative options before the inbound flight arrives.
The new service adds to Star Alliance’s enhanced transfer experience at its Heathrow Terminal 2 hub, which launched in 2017 and allows passengers whose flights arrive and depart from the terminal to pass through security within the same concourse to save time transferring between services.
Star Alliance launched its Connection Service at Chicago O’Hare airport in 2017 and now uses the software at seven airports around the world, including Frankfurt, Houston, Munich, Newark and Toronto.
The group said Heathrow is its 12th-largest transfer hub for its members, with more than 430,000 interline passengers connecting each year. Star Alliance has 25 carriers service the airport.
Julie Murphy, chair of the Country Steering Council of Star Alliance members in the UK, said: “This year, we are marking five years of serving our customers at Heathrow’s state-of-the-art Terminal 2. We understand just how important it is for our customers to make their connection on time. By introducing the Connection Service to London Heathrow, we aim to further improve our customers’ journeys, allowing them to connect from one Star Alliance airline to another, knowing their transfer is being taken care of.”