HoverCare ambassadors put accessibility at the forefront of customer service
Hovertravel's HoverCare ambassadors undertake specialised disability awareness training and use what they have learned to support Hovertravel's customers.
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鈥檚 customer service.
HoverCare ambassadors鈥� 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 鈥楾ry Before You Fly鈥� 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鈥檚 services.
Visit Hovertravel鈥檚 website for .
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.