New partnership to enhance crucial airport assistance for deaf and hard of hearing passengers

OmniServ, the UK’s leading airline and airport assistance service provider, has partnered with SigncodeUK, an innovative online provider of video translation services for the D/deaf community (Deaf, Deafened and Hard of Hearing), as part of its continued efforts to improve the flying experience for all.

SigncodeUK points out that British Sign Language (BSL) users effectively have English as a second language, so they can miss, misunderstand or be unable to access written or spoken English. By using Signcodes, Deaf BSL users understand the signed information and for Deafened and Hard of Hearing people there are subtitles.

The two companies have signed a Memorandum of Understanding, which allows OmniServ exclusive rights to use the technology in airports – both landside and airside – and with airlines. It will also be available to help D/deaf travellers in airport retail areas.

Samantha Saunders, Head of Innovation & Regulatory Compliance at OmniServ, said: “We will be able to create safety briefings for D/deaf passengers to play on airlines, security advisories so they know what to expect in airports, marketing materials for airport retailers and food and beverage providers.

“For D/deaf passengers, it will reduce frustration, help them get around airports more easily, allow them full access to a range of retail opportunities, and make sure they are fully informed of all the important safety issues that go along with flying.

“The partnership with SigncodeUK allows us to communicate with a section of the community which rarely uses our passenger support services but which can benefit enormously from them.

“D/deaf passengers just use a different language. This technology means we can communicate with them in their own language.”

OmniServ currently provides assistance for People With Reduced Mobility (PRM) passengers at Heathrow, one of the world’s busiest international passenger airports, as well as at Manchester, Liverpool, Edinburgh, and Stansted. Every year. It helps nearly two million PRM passengers.

“SigncodeUK cares passionately about equality for the Deaf community and believe independent access to information, products and services should be available to all,” said Jeff Earl, Sales Director, SigncodeUK.

According to Civil Aviation Authority statistics, UK air travel grew 19 percent between 2010 – 2017. During the same period of time, the numbers of passengers requiring assistance has grown an incredible 47 percent.

Many of these passengers have visible disabilities, however, OmniServ is aware that there are many people whose disabilities are not readily apparent who might appreciate help. It is actively working with a range of charities to extend its assistance to cover all sorts of ‘Hidden Disabilities’, including autism, impaired vision, hearing problems, and medical conditions such as Meniere’s Syndrome or colostomies.

“Our focus is on comfort and dignity as disabled passengers travel through the airports we serve,” said Antony Marke, Group Managing Director at OmniServ. “Our fundamental belief is that every customer, regardless of their assistance needs, has the same right to enjoy air travel as every other passenger.

“The partnership with SigncodeUK will help us deliver that promise to a section of the travelling public which has until now been very difficult to reach. I’m delighted that we will now be able to communicate with them in their own language and ensure they enjoy a smooth transit through the airport and a stress-free flight.”