We were thrilled to be invited to the launch of Auracast at Brighton Station, the first such deployment in the UK. But we came away concerned about one aspect.
Speaking to members of the Brighton Hearing Loss Group, we heard exactly what we have experienced throughout the year: this technology is a game-changer. Passengers are grateful for the opportunity to hear announcements clearly thanks to a tap of a button on their mobile device.
Conversations revolved around the difference it will make, how it will help reduce the fear of using public transport, and how they will no longer feel stupid for not hearing announcements over the public address system.
We also had several frustrated Phonak hearing aid wearers wondering when the company will get behind Auracast. We pointed them to the article we wrote in October last year: we thought their stance was wrong then and we think it’s wrong now. We have had several conversations in different places where Phonak users remain baffled by the lack of Auracast support, and we quite agree.
The Auracast at Brighton Station was easy to connect to via an Auracast Assistant app.
By the very nature of the setup, it’s almost impossible for stations to provide receiver units for people with Telecoils or those with headphones. The fast-moving nature of a railway station – and the need to catch trains – means most people will need to bring their own device.
However, those who use Passenger Assist schemes, designed to help people with additional needs, may well be able to borrow a receiver and return it before they step onto the train.
This service must be booked at least two hours before travelling. If the journey involves working across different train operators, then additional support may be needed.
We have used this service on South Western Railway lines and can confirm that it is helpful when visiting an unfamiliar station as a solo traveller.
For more details on these schemes, which are free to book, visit: https://www.nationalrail.co.uk/help-and-assistance/passenger-assist/
Auracast is a new technology and it will be some time before people are comfortable and familiar with turning up at a venue, opening their assistant app and tuning in to what they want to hear.
Greater Thameslink Railway, which includes Southern, Thameslink and Gatwick Express services, said the system can overcome the poor acoustics of the 185-year-old Grade II*-listed station building.
Accessibility Lead for Southern, Thameslink and Gatwick Express Carl Martin said: “We’re constantly looking for innovative ways to make it easier for everyone to travel on our network, particularly our disabled passengers.
“This fabulous technology will have a huge impact, overcoming the difficulty of hearing announcements in our beautiful but acoustically very challenging, noisy station at Brighton.
“Auracast is new to the railway, and we’re delighted to have installed it permanently at Brighton station. As people upgrade their devices, more and more will steadily find they have access to crystal-clear announcements. And the way it is used in public spaces will also steadily evolve, making it even easier to use.”
And we agree.
But the installation has overlooked one very important detail: there are currently no signs, posters, or information graphics at Brighton Station. So unless you know Auracast is active at the station, you wouldn’t expect it.
This is a problem.
We would hope that new information signs will be created and displayed. An information video showing a ‘walkthrough’ could also be created quickly and simply, so that those who have never experienced Auracast before, let alone in a railway setting, will find it invaluable.
Right now, part of the work needed with Auracast is the mission to explain, particularly at venues where the technology is in place but not widely known.
Greater Thameslink Railway is now part of the newly nationalised Great British Railways, with the recreation of the old rail network expected to be completed by the end of next year. It is leading the way with Auracast and setting an example to other train operating companies.
We are delighted with how this installation has gone, and agree with Jenny Sarling, who leads Brighton & Hove Hearing Loss.
“As a person with severe hearing loss, it’s a complete game-changer – a life-changer in fact,” she said.
“I’m aware that people can use it with earbuds or headphones as well, but for those of us with hearing loss, it’s the difference between hearing and not hearing; it’s the difference between feeling isolated on the station and worried about your journey and being able to relax knowing that if anything changes you will hear it.
“Without Auracast, I can go to a platform, and all of a sudden hear a muffled announcement, see everyone run off and be left standing there not knowing what’s happened.
“Now announcements such as platform changes go direct into my ears.”
We hope that as the integration continues, the work at Brighton Station will be replicated across the network, bringing Auracast and information about it to passengers regardless of where they are in the UK – not just to the platforms, but also on the trains.
Ensuring that adequate information is available will be crucial; otherwise, this exciting technology – one that really is life-changing – will be snubbed because people didn’t know about it.
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