Riyadh Airports Company, the operators of King Khalid International Airport, have made significant steps towards providing better accessibility for disabled passengers by launching an interactive chat feature that allows communication via sign language.

Sign language communicators will be able to access information and chat with the Artificial Intelligence program via WhatsApp and Twitter, making the airport the first in the world to offer such a feature.

The airport has not confirmed which regional sign language it will use.

Speaking of the apps updated, Eng. Mohammed bin Abdullah Al-Maghlouth, CEO of Riyadh Airports, said,

"By launching the updated version of the interactive service, we aim to enhance passengers' experiences through King Khalid International Airport. As we apply artificial intelligence to create an engaging experience through social channels, as well as providing an unparalleled travel experience for people with disabilities."

King Khalid International Airport
Riyadh's King Khalid International Airport is the first in the world to implement sign language features to support the hard-of-hearing. Photo: King Khalid Airport

Latest updates

The cutting-edge interactive chat service will receive an upgrade on its current offerings, utilizing artificial intelligence to provide passengers with a unique and innovative experience. The app replaces long paragraphs of text with drop-down menus for passengers to select the service required quickly and effortlessly.

Travelers will be able to easily navigate the features, enquiring about flights, service rates, and other information, diversifying the communication channels and improving customer satisfaction. The feature will be available for IOS and Android users.

The Saudi airport has been working towards a digital transformation of its services, having recently launched the OFOQ digital platform to manage operations throughout the airport.

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Announced earlier this month, OFOQ will act as a central database to manage the operational processes of the airport by streamlining it into a single platform. Riyadh Airports Company states that the platform will enable proactive and data-driven measures, helping to improve planning, minimizing disruptions, and improving the customer experience.

Speaking at the time of its launch, Al-Maghlouth noted,

“As part of our commitment to digital transformation, we are delighted to have launched our latest digital platform OFOQ, which will work to ensure operational efficiency, sustainability and improve the overall passenger experience. Congratulations to the team at “Riyadh Airports” for turning our vision for digital transformation into a reality and helping transform King Khalid International into a world-leading airport.”

Wheelchair at airport
The U.S. Department of Transportation has outlined ten rights guaranteed to all disabled passengers. Photo: Getty Images

Accessibility features

The pandemic has seen airports innovate the digital offerings for passengers, launching quick, minimal contact options for travelers to navigate through check-in, security, and border controls.

However, while developments in smart tech have been a big help to disabled passengers, airports still have a long way to go to provide full accessibility.

Speaking to USA Today, the founder of For All Abilities, Betsy Furler, noted that airlines did not provide consistency for digital check-ins or app usage, making the process difficult for disabled travelers.

Lucy Greco, web accessibility evangelist at the University of California, added that while strides have been made, processes for filling out forms for service animals and check-in kiosks still aren’t accessible, highlighting the importance of a streamlined, singular app.

Discussing the difficulties disabled passengers face and the lack of support at airports, Paul Choquette, a wheelchair-using flyer, added,

"I think sometimes ... people who don't use the equipment just don't realize how important it is for individuals.”

What do you think of King Khalid International Airports' new sign language feature? What other ways could airports make travel more accessible? Let us know in the comments.

Source: USA Today