From: Neil Chapman

Sent: 11 October 2019 12:05

. ob Seely' (bob seel arliament mo
Subject: Hovertrevel . Response to Letter dated 4th Oct.

 

Dear Bob,

Thank you for your letter dated 4th October, in relation to croserolent travel and the
Winter preparations. i would like to comment as follows:

We fully appreciate that disruptions to the advertised timetable during any time of
the year cause considerable inconvenience and frustration to the people travelling to
and from the Isle Of Wight. The Hovertravel team have been working tirelessly since
last winter to see our reliability reach an average of 99% and we are aiming for 100%
through this year.

Last February saw ourfleet of two hovercraft return to operate our timetable
supported by the dedicated islandibased engineering team, who have invested in, and
taken, all possible measures to ensure we are prepared for this winter.

Vou will appreciate that safety is of the utmost importance, and on occasions the
weather Will affect our service, and we ask for your understanding in these
circumstances. I can, though, confirm that following feedback from our customers, we
reviewed the information management and service status communication processes
to ensure up to date service status are issued in a timely manner to allow travellers to
plan accordingly when the island's services are affected by weather.

i hope the above information gives the confidence required, and rest assured the
entire team and I will continue to monitor our performance as we are fully committed

to keep improving.

Regards

Neil Chapman
Mana in Director.