Navigation assistance
for riders who are blind
or have low vision.

Frequently Asked Questions

• What is Aira?
  Aira is a service that provides on-demand, visual interpretation services for people who are blind or have low vision – or as Aira calls them, Explorers. Simply download the app to your smartphone, press a large button on your screen, and your phone’s camera streams a live video to one of our highly trained Aira Agents – providing instant access to visual information and enhancing everyday efficiency, engagement, and independence.
• Who are Aira Agents?
  Aira Agents are humans, trained and certified by Aira to provide immediate information to our Explorers. Aira Agents pass a background check and sign a non-disclosure agreement that requires them to maintain confidentiality about their engagement with each Explorer, and go through extensive training on orientation and mobility. Aira Agents are not a replacement for a guide dog or a white cane but rather an additional feed of visual information.
• Do I need any special equipment to use the service?
  Special equipment is not required. As part of our commitment to accessibility, any passenger who is blind or has low vision can use the Aira service on their smartphone simply by downloading the Aira app. Both iOS and Android phones are supported.
• How does Aira work across the State of Connecticut transit system?
  Aira has created an invisible fence (called a geofence) around the perimeter of all rail stations in Connecticut. Anyone with the Aira app installed on their smartphone can use the service for free once inside a geofence. When using other modes of Connecticut transit, like bus or ferry (boat), Aira has created an Access Offer in their app that when activated, enables the call and also makes it free to the traveler. The requirement to use the Access Offer is to complete a short survey. Please call Aira and the Agent will assist with taking the survey on your behalf.

  Further, this Access Offer is intended to be used from when you start your trip until you reach your final
  destination.  The Aira service, via the Access Offer, is also intended to be used for accessing essential
  services like grocery shopping, medical appointments, scheduling a vaccine, or confirming social distance.

• Exactly what do Aira Agents see and know about my surroundings?
  Your Aira Agent sees what is in front of and near your phone camera. To get a better view of your surroundings, your Aira Agent may ask you to adjust the camera direction.
• What are Aira's hours of operation?
  Aira Agents are always available, 24/7, and do not require advanced reservations. Trained Agents are ready to support you as you travel and when you arrive at your destination for essential services.
  • Aira Agents are available 24 hours a day, 7 days a week.
  • Aira Customer Care team is available at 1-800-835-1934 from 9am to 9pm Eastern Time, 7 days a week.
• How are people using the Aira service? What exactly are essential services?
  Aira Agents are trained to assist with navigating your surroundings, reading signs/bulletin boards/handouts, ordering food at a cafeteria, using printers or vending machines, managing interactions on a computer, describing events or sports, and much more.

  While the use of Aira can be virtually endless, this pilot program is intended to evaluate the Aira service and its effectiveness in providing travel assistance when using public transportation in Connecticut as well as accessing essential services.

  Examples of essential services include grocery shopping, medical appointments, scheduling a vaccine, or confirming social distance. For a listing of Essential Services please click here.

  Through visual interpretation, this guided service provides access for community members who are blind or have low vision to engage, interact and participate in important, daily activities with enhanced independence, on their own terms.

• Can I use Aira for social distancing?
  Yes. Agents undergo extensive training on providing directions to move through a physical space. The Agent can tell distances via the phone’s camera and relate them to the passenger who is blind or has low vision. Please watch this video to learn more about how Aira Agents are working with people who are blind or have low vision in this regard.
• What languages are supported?
  English and Spanish are supported. In your Aira profile, you can designate a primary and secondary language preference. If your primary language preference is Spanish, your call will be directed to a Spanish-speaking Aira Agent.