Publicly owned train operators highlight accessibility initiatives for World Hearing Day

Train operators in public ownership have marked World Hearing Day by showcasing a range of initiatives designed to improve travel for deaf, hard-of-hearing and British Sign Language (BSL) users.

The measures include live interpreter services, AI-powered BSL translation and speech-to-text technology, aimed at making rail travel more accessible and inclusive across the network.

Real-time BSL support for passengers

Several operators have introduced live BSL interpreter services to allow deaf passengers to communicate directly with staff.

c2c has launched a service through InterpretersLive!, enabling passengers to connect with interpreters for help with journey planning, disruption information and ticketing. The operator has also introduced interactive BSL totems at key stations displaying departure information in sign language.

Greater Anglia offers 24-hour BSL interpreting support via its partnership with Convo (formerly SignLive), providing customers with direct access to customer service teams for a wide range of queries.

Meanwhile, Southeastern has also implemented SignLive across its network, allowing BSL users to contact staff via interpreters for booking assistance, ticket enquiries and live journey support.

Expanding BSL information across networks

Several operators are integrating sign language directly into passenger information systems.

LNER became the first UK operator to integrate BSL into Customer Information Screens, with the system now rolled out across all stations it manages following an initial trial at Doncaster.

Northern has introduced BSL announcements on more than 240 trains across its fleet.

At South Western Railway (SWR), BSL accessibility has been integrated into its One Scan digital portal through Signapse, an AI-powered solution developed with the deaf community. The initiative won the Accessibility and Integrated Transport category at the 2026 Rail Business Awards.

SWR has also installed BSL digital totems at London Waterloo, providing instant signed travel information for passengers.

AI technology improving accessibility

Artificial intelligence is also being used to improve communication for passengers with hearing loss.

TransPennine Express is piloting AI-powered speech-to-text technology, which displays live transcriptions of conductor announcements on onboard screens. The operator has also introduced BSL message boards, interpretation services at stations and deaf awareness training for staff.

West Midlands Railway and London Northwestern Railway have launched a BSL accessibility website, offering station information, journey planning tools and interpreter support entirely in sign language. QR-code wayfinding tools using AI sign language avatars are also available at key stations to help guide passengers.

Expanding public ownership

The accessibility initiatives are being delivered by the eight train operators currently in public ownership: c2c, Greater Anglia, LNER, Northern, Southeastern, South Western Railway, TransPennine Express and WM Trains, which operates London Northwestern Railway and West Midlands Railway services.

Govia Thameslink Railway (GTR) is expected to become the next operator to move into public ownership on 31 May 2026.

World Hearing Day is an annual global campaign aimed at raising awareness about hearing loss and promoting better access to hearing care and inclusive services worldwide.