Southeastern has enhanced its accessible travel service with new technology making it easier for customers to communicate with colleagues using British Sign Language.
Staff at stations across south-east London, Kent and East Sussex are using the SignLive app to speak with a live interpreter who can sign back to customers.
Customer service teams are also using the technology to make it easier for British Sign Language users to book tickets, check train times and arrange passenger assistance. Enquiries are shared with an interpreter who can provide a video response within minutes.
Rail Minister Lord Peter Hendy said:
“It’s great to see Southeastern take action that aligns with our passenger-focussed approach to improving transport and holds accessibility at its heart.
“This technology will make a real difference for passengers – delivering a more inclusive and personal experience across the rail network.”
Southeastern is the second train operator in the UK to provide the service and the launch follows other improvements to accessible travel across the network.
Earlier this year the Southeastern App and journey planner were upgraded to make it easier for customers to plan accessible journeys – with a new Passenger Assistance booking tool and a StepFree Journey Planner.
Tina Owusu, Southeastern's Head of Inclusive Customer Experience, said:
"We are determined to make train travel accessible for everyone and improving communication between customers and Southeastern colleagues is a huge step in the right direction.
"We are proud to be working with SignLive to provide this crucial service as we continue to focus on supporting customers with both non-visible and visible disabilities to make their journeys easier."
SignLive provides fully qualified, experienced interpreters can be accessed at the tap of a button.
SignLive's Director of Customer Success, Steph Lotz, added:
"We are thrilled to partner with Southeastern to bring our BSL interpreting services to their stations.
"This initiative ensures that Deaf and Hard of Hearing passengers can access the same level of support and information as everyone else, making travel more inclusive and accessible.
"We’re proud to be part of this important step towards greater equality when it comes to travel."
Customers can log in to SignLive and find out more about the service here.
