London Heathrow T2 and Delta Airlines Tour

It’s no secret that the travel industry was one of the first and hardest hit industries to experience the impact of COVID-19. As we start to stabilise and adapt to our new business norm, it is now time to get back to work and back to the business of travel.

Corporate Travel Management’s (CTM’s) Supplier Relations Manager, Nikki Raby joins Delta Airline’s Station Manager, Jill and CTM’s Delta Airline’s Account Manager, Paul for a tour of London Heathrow T2 and Delta Airlines.

Nikki Raby reveals her thoughts and experiences of her first business trip tour of LHR T2 and Delta Airlines.

At the airport

When entering London Heathrow Airport there were restricted and manned entry and exit doors that were in place for T2 (arrivals) with this being a passenger entry only. All LHR employees wore face masks or face guards with temperature checks upon entry in T2. One area was sectioned off for a temporary check-in area for Delta Airlines.

During the check-in process, the staff members were continuously wiping down the desks and screens between each passenger. Airport cleaners were regularly cleaning all high touch areas around the self-check-in area and floors.

“I noticed ‘Wellness’ packets (containing a face mask, sanitiser sachets and wipes) available to purchase from vending machines throughout the terminal and at airside. Hand sanitiser stands are located throughout the airport and notice boards are visible advising of the government travel guidelines and what to do if unwell” – Nikki Raby

Other protocols:

Regular fogging of the airport, this is controlled by the airport as it affects the smoke alarms.
Escalator handrails are soon to be installed with an ultra-violet light cleaning mechanism at the top and bottom of the escalator to remove germs and bacteria.

Airside

Going through security, any bags which are set aside for extra checks are handled by the security team and a screen is in place for bags to be checked. All plastic trays are cleaned throughout the day with a spray and wipe available if passengers want to take extra cleaning precautions. All passengers are requested to sanitise as they leave the security area. Some seating areas were also blocked off to ensure social distancing.

Clear screens are located around each departure gate for passenger and staff safety. Depending on the aircraft used, passengers are boarded from the furthest seating rows. Delta Comfort is the last to board to limit the passengers coming into contact. Passengers are given a pack containing a mask and two hand sanitizers. Space markings are along the jetty as you queue to board.

Passengers mask refusal or advising they are exempt

Delta staff call a US-based medical team, stating the passenger and flight information and explains the reason for the call. Phones are always wiped down during the passing of two parties. The doctor then informs if they are required to wear a mask for the full journey or if they are exempt. The Delta team documents the doctor’s orders, this is then noted on the passenger flight list for the onboard crew.

If passengers onboard refuse to wear a mask or continually remove their mask, a report is done by the crew and they are put on a Delta no-fly list irrelevant if they have a return flight booked. The minimum ban is 14 days, longer if required.

Onboard

The cleaning team follows a thorough clean of the cabin once all passengers have disembarked. A walk-through cleaning spray is done covering all objects of the cabin. Whilst this is being done the Delta Clean Ambassador follows to ensure everything is cleaned to the highest level. The aircraft is also ‘Fogged’ and is left for several minutes to dry before allowing the crew onboard. The crew then wipe the whole galley with a sealed cleaning kit provided for each flight. Once complete this is signed off on a ‘Staff App’ which goes to Delta HQ and once acknowledged then the aircraft is ready to board. This process will remain for the foreseeable future. During the clean, a security search is also conducted, checking each seat, the life jacket and if bags have tampered it is taken away to be re-checked and re-sealed.