Our Performance - September 2024

• Our overall reliability for the month was 96.3%*
• Weather cancellations – 1.83% of all services
• Staffing cancellations – 0%
• Technical cancellations – 0.73%
• Other cancellations – 1% which includes eight emergency patient transfers

• Our overall OTP for the month was 79.81%**
• Level 1 delays over 15 minutes and less than 30 minutes - 16.58% of all services
• Level 2 delays over 30 minutes – 3.6% of all services
  Weather delays – 5.02% of all services had extended crossing times
• Staffing delays – 1.8%
• Technical delays – 3.5%
• Other delays – 9.78% of all services were delayed due to knock on effect from emergency patient transfers and longer turnaround

• Total Complaints per 10,000 customers - 6.39
• Total Compliments per 10,000 customers - 13.04
• 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:
Hello and thank you for your feedback - we appreciate you providing your review. We are sorry that the communication of the delay was lacking and your comments have been raised with our Head of Marine Operations who will be issuing a reminder to the teams.

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.