Laura Alexandra

@samaritans @SignHealth @BDA_Deaf @RNID @samaritans I would have concluded the pilot and rolled out the online chat function in full where it is 100% working and ready for everyone, before deciding to close your email support system? Doing it the way you’ve done it risks causing harm to your deaf customers.

@RealLauraAlexa @SignHealth @BDA_Deaf @RNID We know our email service has been particularly useful for certain groups of people, and we have not made the decision to close it lightly. We’re currently piloting our online chat service, so we can test it and learn more about how it can best meet people's diverse needs. 2/3

Hi! @SignHealth @BDA_Deaf and @RNID - are you aware that the @samaritans are removing their email address as a point of contact if you’re in crisis? Telephone calls are soon the only way to contact them.

@RNID @SignHealth @BDA_Deaf @samaritans Thank youuuu

@RealLauraAlexa @SignHealth @BDA_Deaf @samaritans Hi Laura. Thank you for bringing this to our attention. I have passed this onto our Policy & Campaigns Team who will may approach Samaritans about this.

@care_clien20222 @VirginAtlantic also, please stop calling me on audio. I’m deaf…. I’m trying to obtain access to my X messages but my phone is blocking me.

@care_clien20222 You’ve only got 15 followers. It feels pretty scammy? @VirginAtlantic can you confirm this is a real account and that I can speak with them?

@VirginAtlantic hiya, is there an issue with your website? I’ve tried booking flights on my phone’s internet browser, my iPad & in your app & I’ve changed credits cards too, & whenever I get to the payment stage, it crashes. I’ve tried 5 times and I just cannot book…

@VirginAtlantic Honestly. After an appalling glitchy experience on your website and app where it will not allow me to book flights, and offensive language by customer service, and lack of accessibility for getting in touch, I don’t think I want to fly with Virgin Atlantic..! X

@VirginAtlantic I wouldn’t recommend using ‘speech impaired’ when talking to deaf customers. That’s pretty offensive language. I do not wish to use relay. I’ve tried the link and it only allows me to speak with an AI bot. It will only allow me to speak with an adviser if I already have a booking

@VirginAtlantic Thank you Curt, but I don’t think it would work. :( I am Deaf and cannot use the telephone to ring your customer service. It says your live chat is only for existing bookings but I cannot make a booking. I don’t use relay either (it’s laborious and slow.) Can you assist please?

@RealLauraAlexa Hi Laura! Sorry to hear that. We would recommend speaking with our Customer Service team and they can check this for you. If you visit the following link and this will give you the best way to get in touch. ^Curt bit.ly/45TFkSP