2012 Olympics
Client: Heathrow
Project Background
As the official ‘host’ airport to the London 2012 Olympic and Paralympic Games, Heathrow came up against one of it’s greatest ever operational challenges. Unprecedented passenger numbers and volumes of baggage were expected during and after the Games.
In addition, the complexity of managing the largest ever throughput of passengers with reduced mobility would be significant.
Our role
Active Thinking were asked to provide leadership for all proving trials, passenger experience integration and training. We led the work to ensure the 140 organisations at the airport understood the Olympic and Paralympics passenger experience. A series of ‘Persona Sessions’ allowed all organisations to demonstrate their understanding of the process as passengers were ‘handed-off’ from one organisation to another.
We conducted proving trials involving 40 organisations in the Olympic Village, Games Terminal and Heathrow’s business-as-usual infrastructure.