Our Performance - August 2024

• Our overall reliability for the month was 99%*
• Weather cancellations – 0.85% of all services
• Staffing cancellations – 0%
• Technical cancellations – 0%
• Other cancellations – Two emergency patient transfers accounted for the further 0.15% of all services which were cancelled, however for each instance all customers travelled on the next service

• Our overall OTP for the month was 86.81%**, almost solely due to the fact that we only operated one craft for the month.
• Level 1 delays over 15 minutes and less than 30 minutes - 9.44% of all services
• Level 2 delays over 30 minutes – 3.75% of all services
• Weather delays – 2.81% of all services had extended crossing times due to strong winds
• Staffing delays – 0%
• Technical delays – 0.58% of all services experienced a delay caused by a technical issue
• Other delays – 9.73% of all services were delayed because during peak season, we see significant delays due to groups with more luggage and increased boarding/disembarkation times. Additionally there were a small number of situations, where departures were further delayed due to paddleboarders and/or swimmers and other traffic in the sea directly behind the craft at Southsea.

• Total Compliments per 10,000 customers - 13.04
• Total Complaints per 10,000 customers - 6.3
• Each month we share a review from one of four independent online review sites and focus on one complaint with our response, alongside our current ratings on those same review sites:
  
  

Hovertravel’s response:
We apologise for the delays experienced during August. Operating one craft impacted our OTP and removed the opportunity to swap craft to return to timetable. The unplanned maintenance on our second craft was concluded as quickly as possible

Here are our current ratings posted by our customers on four influential independent websites:

* Reliability is measured by counting the number of services which were operated as a percentage of all the flights in the timetable.

** OTP is measured by counting the number of timetabled services which departed within 15 minutes of advertised time, aligning us with a performance measure of our rail transport providers. Please note we have introduced metrics to show the duration of our delays for further transparency.