British Airways offers Hearlo app to remove communication barriers

Sometimes, airlines make laudable passenger experience improvements with very little fanfare. And so it is with British Airways, which recently partnered with Hearlo to remove communication barriers in the air and on the ground for anyone facing hearing disabilities or speech challenges.

Under a partnership revealed on 3 December — the International Day of Persons with Disabilities — British Airways is offering a customized version of Hearlo’s free multi-tool smartphone app, which enables users to transcribe audio, convert text to speech and translate in real time.

“From check-in to boarding and inflight services, customers can type messages or select a Hearlo Card – simple pictograms for each stage of the journey,” explains BA.

“When a card is chosen, the app speaks a full sentence aloud, bridging communication gaps quickly and clearly to help British Airways customers communicate easily with airport colleagues and cabin crew.”

Available for iOS and Android devices, the app supports a multitude of languages, including Spanish, Hindi and Arabic. And once installed, it works offline, meaning no Wi-Fi or mobile data is needed.

BA has published a video, with embedded closed captions, showing customers how to use the app.

The airline’s new partnership with Hearlo is being celebrated by flyers. “Travel can be super stressful for all of us, but for those with additional needs, it must be incredibly fraught. It’s great to see such a commitment to inclusion,” said one traveler.

“It’s so lovely to see leading companies like BA prioritizing accessibility and reducing the gap between those without disabilities and those with, so that both can have the same seamless experience,” noted another.

BA employees are also enthused. “As a deaf person, seeing tools that break down communication barriers means more confidence and freedom for disabled people, and that is progress I’m proud to support,” said BA senior data scientist George Dowsett on LinkedIn.

For BA customer relationship executive Varun Chadha, the partnership with Hearlo underscores BA’s broader commitment to revolutionizing how travelers connect with the airline, “ensuring you can reach our contact and engagement centers through every single available mode of communication. Our Next Chapter is here, and it promises to be incredibly exciting and rewarding!”

The airline said in a statement: “At British Airways, we believe every customer deserves a great experience when they fly. That means removing communication barriers to enable a seamless journey.”

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All images and video credited to British Airways