Virgin Atlantic has taken a major step towards creating a more inclusive travel experience by partnering with deaf individuals and organizations to improve its services for deaf and hard of hearing passengers. The airline has trained its cabin crew in British Sign Language (BSL) and introduced new features to make flying more accessible and enjoyable for deaf travelers. This move is a significant departure from the traditional approach of many airlines, which often fail to provide adequate support for deaf passengers.
The airline’s commitment to inclusivity is evident in its partnership with deaf Gladiators star Jodie Ounsley and deaf twin content creators, Hermon and Heroda Berhane. The trio joined forces with Virgin Atlantic to test its services on a flight from London Heathrow to Washington, capturing their experience in a film to mark International Week of Deaf People. The film showcases the airline’s BSL-trained cabin crew welcoming customers in BSL, assisting with onboard navigation, alerting passengers to onboard announcements, and offering assistance with accessible in-flight entertainment. The crew’s expertise and understanding of deaf culture made a significant difference in the passengers’ experience, making them feel more comfortable and included throughout the flight.
Virgin Atlantic’s BSL-trained cabin crew is a unique feature in the airline industry, and the airline is committed to expanding its team. Since the start of 2023, the airline has more than doubled its team of BSL-trained crew members, who are available to request on all flights. This move is a significant step forward in providing deaf passengers with a more personalized and inclusive experience. The airline’s commitment to training its crew in BSL is a testament to its dedication to making every customer feel welcome and included.
The airline’s efforts to improve its services for deaf passengers don’t stop there. Virgin Atlantic is increasing the subtitled options available on its in-flight entertainment system, with plans to offer 80% of movies and 40% of TV shows with subtitles. This move is a significant improvement over the current options, which are limited to a small selection of films and TV shows. The airline is also introducing Sign Live, an on-demand BSL interpreter for customer service teams, ensuring support throughout all journeys. This feature will enable deaf passengers to communicate with airline staff more easily, making their travel experience more enjoyable and stress-free.
To further improve its services, Virgin Atlantic has created an Accessibility Advisory Board, comprising deaf individuals and experts in accessibility. The board will provide valuable feedback and insights to help the airline improve its accessibility offering and make the experience of flying more enjoyable for deaf passengers. The board’s input will be invaluable in helping the airline identify areas for improvement and develop new initiatives to support deaf passengers.
Jodie Ounsley, who was born deaf and wears a cochlear implant, shared her experience with Virgin Atlantic’s services, saying, “Until recently I didn’t feel confident enough to fly on my own, but knowing that airlines like Virgin Atlantic can provide specially trained crew with the awareness and understanding to make me feel comfortable onboard is really empowering. It’s amazing to see the feedback myself, Hermon, and Heroda provided is going to help make the experience of flying even better for deaf travelers in the future.” Hermon and Heroda Berhane, who communicate in BSL, echoed Jodie’s sentiments, saying, “It was surreal to feel understood and being able to communicate our requirements and needs made the world of difference. We’re thrilled to see Virgin Atlantic taking steps to make flying more accessible and enjoyable for deaf passengers.”
Virgin Atlantic’s commitment to inclusivity is not limited to its services. The airline is also working to increase the clarity of its services and links to special assistance contact within its My Booking platform. This will enable deaf passengers to easily access the information they need to plan their trip and make any necessary arrangements. The airline is also exploring new technologies to improve its services for deaf passengers, including the use of AI-powered chatbots and virtual assistants.
In conclusion, Virgin Atlantic’s efforts to create a more inclusive travel experience for deaf passengers are a significant step forward in the airline industry. By training its cabin crew in BSL and introducing new features, the airline is making flying more accessible and enjoyable for deaf travelers. As the airline continues to improve its services, it is clear that Virgin Atlantic is committed to making every customer feel welcome and included. The airline’s commitment to inclusivity is a testament to its dedication to providing a high-quality travel experience for all passengers, regardless of their abilities or disabilities.