Govia Thameslink Railway (GTR) has taken proactive steps to improve accessibility for deaf passengers by conducting a feedback trip between Cambridge and Stevenage. The initiative involved five members of the Cambridge Deaf Association, along with their interpreters, CEO Andrew Palmer, and Damian Brewer, Training and Consultancy Manager at the British Deaf Association. GTR Accessibility Improvement Manager Vincent Duffy joined the group to better understand the challenges faced by passengers who use British Sign Language (BSL).

Vincent Duffy said:

“At Great Northern and Thameslink, we want everyone to have the confidence to travel with us which means doing everything we can to remove the barriers that exist for disabled people. We learned a huge amount from the members of the Cambridge Deaf Association; it was a real eye-opener. For example, people who use British Sign Language (BSL) may not readily understand the message screens that describe trains ‘calling at’ or ‘terminating at’ stations because these aren’t phrases used in BSL. ‘Stopping at’ or ‘finishing at’ would be easier.”

During the trip, the group tested the Convo app, which GTR provides across its network. The app allows deaf or hard-of-hearing passengers to connect with trained agents who interpret staff communications in BSL via smartphone. In addition, GTR has installed interactive smart screens at stations including Brighton, Gatwick Airport, East Croydon, Finsbury Park, Enfield Chase, Blackfriars, City Thameslink, and Stevenage. These screens display departure information in British Sign Language, helping passengers navigate stations and understand announcements. Similar screens are also available at London Bridge, King’s Cross, and St Pancras.

Andrew Palmer of the Cambridge Deaf Association commented:

“We really welcome Govia Thameslink Railway’s efforts to make the railway more accessible for deaf people. The group from Cambridge who took part had a fascinating and valuable day sharing their experiences and ideas for improving accessibility for deaf travellers. They felt their views were taken onboard, and we look forward to seeing how Govia Thameslink builds on the great work already being done to make train travel more inclusive for everyone.”

Damian Brewer of the British Deaf Association added:

“We’re pleased to work alongside Govia Thameslink Railway and see them taking meaningful steps to improve access for deaf signers, especially through the use of British Sign Language. Inclusive communication is vital, and innovations like BSL smart screens and Convo show what’s possible when opinions from deaf signers are truly listened to. We’re also grateful to the Cambridge Deaf Association (one of our British Sign Language Alliance partners) for their support in engaging with local deaf people, ensuring that community voices were central to this work.”

GTR plans to continue gathering feedback from deaf passengers, with future sessions scheduled at Brighton and London Blackfriars, aiming to refine and expand accessibility measures across its network.

Image: Govia Thameslink Railway