Our Performance - October 2024

• Our overall reliability for the month was 97.80%*
• Weather cancellations – 1.58% of all services
• Staffing cancellations – 0%
• Technical cancellations – 0%
• Other cancellations – 0.62% which includes seven emergency patient transfers

• Our overall OTP for the month was 83.71%**
• Level 1 delays over 15 minutes and less than 30 minutes - 14.49% of all services
• Level 2 delays over 30 minutes – 1.80% of all services
  Weather delays – 2.25% of all services had extended crossing times
• Staffing delays – 0%
• Technical delays – 0.9%
• Other delays – 13.08% of all services were delayed due to the knock on effect from emergency patient transfers, filming requirements and Solent traffic movements such as the Queen Elizabeth aircraft carrier departure.

• Total Complaints per 10,000 customers - 2.36
• Total Compliments per 10,000 customers - 0.24
• 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:
Thank you for your feedback – we are grateful for all reviews. We apologise for your experience and would like to assure you our performance is usually much better. Our prices are competitive with the other cross-Solent ferry operators, with several discounts and offers available on our website.

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.