Some of Virgin Atlantic's cabin crew have learnt British Sign Language (BSL) to better understand deaf and hard of hearing customers.

The airline teamed up with deaf Gladiators star Jodie Ounsley and deaf twin content creators, Hermon and Heroda Berhane, as part of its commitment to ensure every customer has a positive and inclusive travel experience. 

Virgin Atlantic says it is the only UK airline to offer British Sign Language (BSL) trained cabin crew (which is done through its partnership with Remark!) and it asked the trio to test its services on a flight from London Heathrow to Washington.

The experience was captured in a film to mark International Week of Deaf People which sees Virgin Atlantic BSL trained crew welcoming customers in BSL, assisting with onboard navigation, alerting passengers to onboard announcements and offering assistance with accessible in-flight entertainment.

Virgin Atlantic offers BSL-trained cabin crew for those who need it

Jodie, who was born deaf and wears a cochlear implant, and Hermon and Heroda, who communicate in BSL, shared their feedback with Virgin Atlantic’s newly created Accessibility Advisory Board which was developed to help improve the airline’s accessibility offering.

Virgin Atlantic also plans to increase the subtitled options available on in-flight entertainment from the current 80% of movies and 40% of TV and increase clarity of services and links to special assistance contact within its My Booking platform.

It will introduce Sign Live which is an on-demand BSL interpreter for customer service teams ensuring support throughout all journeys.

Virgin Atlantic’s team of BSL-trained crew has more than doubled since the start of 2023 and the team are available to request on all of its flights.

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Jodie said: “Until recently I didn’t feel confident enough to fly on my own, but knowing that airlines like Virgin Atlantic can provide specially trained crew with the awareness and understanding to make me feel comfortable onboard is really empowering. 

“It’s amazing to see the feedback myself, Hermon and Heroda provided is going to help make the experience of flying even better for deaf travellers in the future.

“I can’t hear without my cochlear implant, so things like increasing the availability of accessible movies and TV will mean I can enjoy even more entertainment onboard.” 

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While onboard, Hermon and Heroda said they found it “surreal” to feel understood and said being able to communicate their requirements and needs made the world of difference.  

If you’d like to find out more about Virgin Atlantic’s BSL-trained cabin crew or book members of the team for your flights, you can visit the airline’s website.

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Emma Flanagan, Virgin Atlantic BSL trained cabin crew, commented: “My goddaughter was born deaf, so I started learning BSL so I could communicate with her. I also have Tinnitus, so understand what the experience of flying can be like for someone with hearing loss. 

“Making all passengers feel included and empowered at every stage of the flight is a key part of our role as cabin crew.

“Being able to go that one step further and do this in BSL for passengers is hugely rewarding, from ensuring everyone feels welcome, to assisting with announcements, to helping them to experience the full warmth and joy of a Virgin Atlantic journey.”