HOVERTRAVEL’S managing director has apologised for the recent service disruption and announced plans to increase standards of customer service.

According to the cross-Solent travel provider, until the end of October, its reliability for 2022 averaged over 98 per cent, but with poor weather and some technical issues in past weeks, this level has reduced below what Hovertravel aims.

Hovertravel says it remains committed to offering the highest possible standards of customer service.

Neil Chapman, managing director, said: “I would like to apologise sincerely for the recent disruption to our service caused by the bad weather combined with a series of unrelated technical issues, which our engineering team have resolved.

“These were, however, compounded by the fact that in November our craft requires a period of essential annual maintenance, and at this time we do not have the option to use a second craft to support our operation.

“We are currently halfway through this annual project of maintenance and appreciate your patience while this necessary work is conducted.”

Some passengers have been asking why the other craft on the pad at Ryde, Solent Express, cannot be used, to which Neil said: “This craft is not part of our fleet, and we are simply storing it for its owners; Griffon Hoverwork.”

Hovertravel is planning on launching a consultation amongst all its customers and stakeholders about amending timetables to connect better with trains ahead of the Island Line timetable launch in April 2023.

To create a better process, Hovertravel is also planning a trial of assisted boarding from December 1, which flips the current pre-boarding process so those customers who require assistance will be boarded last.

The HoverCare seats in both terminals will move to be in clear sight of the scan desk staff, and the seats onboard the hovercraft will be kept reserved for the customers being assisted with their boarding.