HoverCare ambassadors put accessibility at forefront of customer service

HoverCare ambassadors with a passenger

In every team at Hovertravel, there is a HoverCare ambassador.

Alongside their usual roles, ambassadors undertake specialised disability awareness training, including level 2 guide dogs training and specific training relating to mental health awareness. They then relay this expertise back to their teams, and use what they have learned to ensure that accessibility is at the forefront of Hovertravel’s customer service.

HoverCare ambassadors’ responsibilities also include:

  • meeting quarterly to discuss accessibility issues and plan new initiatives
  • delivering disability awareness training as part of the induction programme for new staff
  • hosting ‘Try Before You Fly’ days
  • helping to evaluate mystery shopper reports

In the future, HoverCare ambassadors will establish an external outreach programme. As part of this programme, ambassadors will visit support groups, residential homes and medical organisations to talk to people about Hovertravel’s services.

Visit Hovertravel’s website for more information about the HoverCare travel scheme.

Inclusive Transport Leaders Scheme

This case study has been published alongside guidance on the Inclusive Transport Leaders Scheme and further examples of work being done in the transport sector to improve transport for disabled people.

/Public Release. The material in this public release comes from the originating organization and may be of a point-in-time nature, edited for clarity, style and length. View in full here.