EMR launches British Sign Language service to help deaf customers

Deaf customers who travel with East Midlands Railway (EMR) will be able to get help to communicate with railway staff after the operator signed up to a new British Sign Language service.

The service, which is being operated by InterpretersLive, can be accessed via an app and is designed to aid deaf customers in getting help in any part of their journey, from information on trains during times of disruption to customer queries at stations or ticket offices.

Customers are assigned to an interpreter via an app or link. The interpreter then finds out the query from the customer through a video call and relays the information to a member of EMR staff. The interpreter will then be able to sign the answer from the staff member back to the customer.

The service will provide extra support and allow customers to communicate with EMR's Customer Contact Centre, as well as on-train and station teams. 

Customers interested in using the service can access it here: https://www.eastmidlandsrailway.co.uk/british-sign-language-interpreter 

Georgie Hill-Jones is a deaf customer that regularly uses EMR services, he said that the new initiative is going to make such a difference. 

She added: "It is fantastic to see the rollout of this project. Being able to access in the moment in their first or preferred language of BSL is going to be life changing for deaf passengers and allow them a greater parity of experience in getting from A to B which is something we should all be able to do with ease."

Dave Meredith, Customer Services Director at East Midlands Railway, said: "We want to make our our network as inclusive and as accessible as possible. 

"This new interpreter service will help our staff provide deaf customers with a better service especially during times of disruption or when they require extra support to make their journey."