Improving the Passenger Experience at Heathrow

We are using state-of-the-art technology and world-class customer service to provide Heathrow passengers with an unforgettable travel experience. Learn more in the video below.



Our Services

Omniserv provides a comprehensive range of Passenger, Security and Retail Services to the world’s leading airlines and airports.

Passenger Services | Security Services | Cleaning Services | Retail Division

Passenger Services

Some of our featured Passenger Services include:

PRM (Passengers with Reduced Mobility)

Providing ‘legendary service’ to those passengers who request special assistance through the airport. Our service ranges from assisting wheelchair users, passengers with sight or hearing impairments and the elderly for a safe, smooth and efficient customer experience during their travel. A help bus service is also available to assist PRMs for terminal transfers.

Current Locations:

  • London Heathrow

  • Glasgow

Passenger Ambassador Host Services

The Ambassador Service is to provide an enhanced multi-lingual and cultural interaction of face-to-face customer service standards to worldwide passengers as they arrive, transit and depart the airport. Our aim is that of creating a blueprint for exceptional service. All our Ambassadors have high grooming and etiquette standards and their primary role is that of providing assistance and information through their expert knowledge of the passenger journey to ensure the service is delivered to the highest level.

This range of services can be tailored to an individual airports infrastructure to meet the needs of its passengers and provide customers with a great passenger experience and stress free journey throughout their travel.

VIP Buggy Service

We provide a buggy transportation service for airlines first and business class passengers from their airline lounge facility out to the gate of departure. On arrival a buggy service is available for First and Business Class passengers from the aircraft gate to the immigration area for fast and efficient transition through the airport.

Preparation & Security Compliance

Assisting and engaging with passengers with preparation for security areas ensuring passengers carry through regulation items only to reduce the amount of baggage checks and carrying out queue management for a quick and efficient flow management and transition through to the departure lounges.

Automated Ticket Presentation

Provide assistance and guidance to passengers at the automated ticket systems, enhancing the technology and increasing passenger throughput into the departures halls reducing the need of several manned desks.

Check In Management

Hosts demonstrate and communicate an expert understanding of the passenger process, assist passengers with the use of CUSS (Common User Self Service) kiosks for quick and efficient check in process. Manage the concourse queuing areas to alleviate pressure, organise and control passenger flow.

Fast Track & Flight Connections

Hosts welcome premium passengers and manage access to the arrival and departure Fast Track services ensuring all guests are security compliant. Hosts are also positions in flight connections area with expert knowledge on airlines and terminal transfer information to ensure passengers are directed quickly and efficiently for onward travel.

Portering Service

We offer a portering service to assist passengers who require help with their luggage on arrival in the baggage hall and out to the terminal forecourts.

VIP Check in Assistance

Omniserv provide queue management, concierge assistance with first and business class passenger’s luggage on arrival, at the check in areas and on departure.

Other Passenger Services Include

Customer Service Hosts

Uniformed mobile host specialists, groomed to the highest levels and situated in the arrival and departure halls to provide expert knowledge to passengers, and those who come to collect passengers, on frequently asked questions, information on flight arrivals or departures, local transportation knowledge, airport terminal, transfer/connection knowledge to give assurance to passengers.

Passport & Immigration

Encourage, prepare and familiarise passengers to use the E-passport gates. Have expert knowledge of the immigration halls and direct passengers accordingly to their respective channels. Provide effective queue management to ensure a smooth organised flow of inbound passengers through the immigration area. Collect management information through tablet technology.

Track Transit

Management of a track transit system, controlling access to platforms during busy and congested periods throughout the day as the shuttles depart between terminals.

Meet & Greet / Unaccompanied Minors

Providing a personalised meeting service on arrival for premium guests and escorting services for un accompanied minors.


Security Services

Omniserv provides a wide range of security services to the Aviation Industry which can be tailored to an airports individual needs:

  • Access Control
  • Aircraft Check/Security Search
  • Aircraft Guarding
  • Aircraft Patrol & Sealing
  • Building & Perimeter Security
  • Cargo Security Escorting
  • Catering Security Services (TSA requirements)
  • CCTV Monitoring
  • Fire/Intruder Alarm Management
  • Hold Baggage Screening
  • I.D Centre Management & Staffing
  • Intruder Detection Systems Management
  • Issuing of Passes & Management of Airport Electronic ID System
  • Passenger Documentation Checks
  • Passenger Measure/Weight Hand-Baggage Control
  • Passenger/Staff Screening
  • Security Escort of Contractors
  • Security Patrols & Surveillance
  • Security Vetting of Airside Pass-Holders
  • Surveillance & Vehicle Patrols


Cleaning Services

Office & Terminal Cleaning, Aircraft Cleaning, dressing, toilet and water services for aircraft turnaround. Always with environmental issues at our heart.


Retail Division

Omniserv acquired Blackjack promotions on the 1st August 2013, a market leader in retail management, enabling Omniserv to enhance personal shopping increasing passenger retail spend through promotions and experiential campaign. A full range of services offered by Blackjack can be viewed at the following address: ​​​​​​​​​​

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