Avianca, Fenascol to implement project at El Dorado to serve hearing impaired travelers
Avianca announced Monday that, in partnership with Fenascol, it will implement a pilot project at Bogota’s El Dorado Airport to serve deaf and hearing-impaired travelers who communicate using Colombian sign language, facilitating communication between airline employees and customers.
This project will be carried out through the use of the platform (SERVIR), which will be available at the airline’s special assistance counter, located in the last lane before going to the domestic security area, and in boarding lounges for customers who wish to use it.
The service will be available as of May 6, 2024 and will have a three-month trial period, during which deaf or hearing impaired users will be able to use it free of charge and 100% accessible. The SERVIR platform will operate Monday through Friday from 8 a.m. to 7 p.m. and Saturdays from 9 a.m. to 4 p.m. as established by FENASCOL.
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In this way, and as part of its accessibility program and commitment to its customers, Avianca seeks to identify and prioritize the barriers faced by people with disabilities and different conditions, and eliminate them by optimizing processes at each point of contact with the customer, making them more accessible and training its teams to assertively serve travelers who need it.
“As an airline we feel and know that we have a commitment to bring geographies closer, but also to provide more and better options so that all our travelers, including those with disabilities, can enjoy an assertive, comfortable and accessible flight experience. The alliance with Fenascol allows us to go one step further and provide quality service to passengers with hearing disabilities,” said Felipe Andrés Gómez Vivas, Avianca’s Director of Sustainability and Institutional Relations.
The airline recommended that customers requiring this service arrive at the airport with sufficient time for their trip and manage their request through SERVIR. At the counter they will be able to request special assistance, deliver luggage, validate documents and check-in (depending on their fare). At the boarding lounges you can request assistance and changes, as well as ask for information.
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Un apasionado por la aviación, Fundador y CEO de Aviación al Día.