Our Performance - November 2024

• Our overall reliability for the month was 92.23%*
• Weather cancellations –  5.82% of all services
• Staffing cancellations – 0%
• Technical cancellations – 1.35%
• Other cancellations – 0.58% which were all emergency patient transfers

• Our overall OTP for the month was 99.27%**
• Delays over 15 minutes – 0.73% of all services

• Total Complaints per 10,000 customers - 1.51
• Total Compliments per 10,000 customers - 0.60

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 review - our reliability and on time performance is published on our website and these figures show that whilst we do have delays, it is not always.

Also we are proud to work in partnership with the NHS and Isle of Wight Ambulance service to help save lives with our emergency stretcher patient transfers. If these life saving trips do delay our timetable, our teams endeavour to get passengers flying as soon as possible and from feedback from our customers, we know customers are prepared to wait a few minutes to let an urgent medical flight depart.

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.