Everything you need to know for your City Cruises London Experience
We are all about the fun but safety is our number one priority. For your own safety and the safety of others, you must follow the instructions given by our crew when embarking/ disembarking or on board any of our vessels. Below you’ll find answers to the questions we get asked the most about our cruises.
General for all cruises
Are the boats heated?
All our boats have inside seating and are fully heated.
Are you able to accommodate large groups?
We are able to accommodate public groups up to 250 on most of our boats. We ask that you book groups over 20 directly with the reservations office by telephoning +44 (0)20 77 400 400.
Are your services wheelchair accessible?
A person with a disability must disclose this at the time of booking. All passengers must be physically able to walk on to the boats with an able bodied helper and unfortunately no electronic wheelchairs are permitted.
Can I book my tickets online?
Yes, you can purchase all our ticket types on the City Cruises website www.citycruises.com.
Can I buy tickets on the day? Do I need to book tickets in advance?
You do not need to book sightseeing tickets in advance. These can be purchased at any City Cruises piers (Westminster Pier, London Eye Pier, Tower Pier, Greenwich Pier) on the day of travel. We request that groups of 20+ are book in advance with the reservations department prior to travel.
London Showboat, Lunch cruises, Afternoon Tea cruises, Evening Cruises and other special event products must be booked in advance either online or through our Reservation department phone number +44 (0)20 77 400 400.
Can i change the time and the date of my booking?
Sightseeing tickets can be rescheduled without charge up to and including the day of travel (Monday to Sunday, prior to 17:30).
Dining bookings made for less than ten people can be amended as long as three clear working days’ notice is given.
Dining bookings made for eleven to twenty people can be amended provided at least fourteen clear working days’ notice is given.
Dining bookings made for twenty one to fifty five people can be amended provided at least twenty eight clear working days’ notice is given.
Dining bookings for over fifty six people can be amended provided at least 56 clear working days’ notice is given.
Do I have to print out my ticket?
Passengers have to bring their printed ticket to board the cruise or show their ticket on a mobile device.
Do the boats have open deck areas?
All our boats offer open space areas with great views. Many have upper open decks offering an elevated view.
Do you have a lost property department?
If you think you have lost an item of property aboard one of our services you should fill in our contact form. Please provide full descriptive details of your item, details of when and where it was lost, and full contact information so that we can get back in touch.
How do I get tickets I booked online?
You will receive a confirmation email containing your tickets for online bookings. If you don’t receive your confirmation email, or have a query about your booking, please call our reservation department at 020 77 400 400
How many wheelchair spaces are available on the boat?
We have maximum two spaces per boat available. We ask you to contact the reservations team to discuss which boat is the best for you. Please phone our reservation department on +44 (0)20 77 400 400 or email [email protected].
How much in advance should I arrive at the boat?
You should arrive at least 15 minutes before departure time. If you are buying tickets at the ticket office, please allow some more time. Tickets bought online include recommended boarding and departure times.
I didn't receive my e-ticket. Can you email my e-ticket?
We can resend your e-ticket. Please phone our reservation department +44 (0)20 77 400 400 or send us an email to [email protected] with your booking reference number and your name.
Is it possible to claim a refund?
If your ticket is lost, damaged or can no longer be read, we may, at our discretion, replace it free of charge, provided we can confirm that it is valid. In order to verify your purchase we will need your City Cruises booking reference which is contained in your confirmation e-mail and shown on the original ticket page. Please note that it is not possible to verify your ticket purchase with your credit or debit card reference because this does not contain the details of the ticket(s) purchased.
We do not accept liability for any loss resulting from our failure to provide an advertised service, or where delay occurs to those services, for any reason. We may, however, at our discretion, consider a refund on any ticket which is unused or only partially used as a direct result of a failure on our part to provide the advertised service for which the ticket was purchased.
Refunds will not be granted other than in the circumstances described above.
No refunds are possible after the valid date of the ticket has passed. All requests for refund or replacement ticket(s) must be made in writing to The Reservations Manager, City Cruises Plc, Unit 6, 1 Mill Street, Scotts Sufference Wharf, London, SE1 2DF, England and be accompanied by the relevant tickets purchased, your City Cruises booking reference (contained in your confirmation e-mail and on the original ticket page) and any payment reference issued when your purchase was confirmed. Refunds cannot be authorised or transacted at any other location or by any other means.
Any refunds agreed will be made entirely at our discretion and without prejudice.
We reserve the right to withdraw any ticket at any time although we will not do this without good reason.
We do not refund sightseeing tickets that have not been used. We do not refund tickets if you arrive late for a cruise.
What is Ticket Assurance
Purchases made with Ticket Assurance may be rescheduled or canceled up to 2 hours prior to the original departure time with a full refund, minus the cost of non-refundable Ticket Assurance. Ticket Assurance is not available on select cruises such as holiday, specialty or partnership cruises, or other experiences as indicated.
CAN I ADD ON TICKET ASSURANCE AFTER I PURCHASE MY CRUISE?
Ticket Assurance must be selected at the time of booking and may not be added post-purchase.
LATE ARRIVALS AND NO-SHOWS
Once payment is received, cruises are non-refundable unless Ticket Assurance is purchased at the time of booking. We are happy to reschedule your cruise date or issue a gift card for the amount paid with 48-hour notice before your scheduled cruise. Cruises are non-refundable and non-transferable within 48 hours of your cruise. We do not compensate for no-shows or late arrivals.
What are the qualifying ages for tickets for infants, children and adults?
For sightseeing cruises
Infant: 0 – 4 years travel for free
Child: 5 – 15 years
For lunch and afternoon tea (and some other dining cruises) the ages are as follows.
Infant: 0 – 2 years travel for free – unless they require a seat in which case a child ticket must be bought
Child: 3 – 12 years
For the Evening Cruise the ages are as follows.
Child: 13 – 17
All tickets are charged at adult prices. We suggest that the whole party should be aged over 18.
For The London Showboat Dinner Cruise, Thames Jazz Cruise and Elvis Cruise the ages are as follows.
Child: 5 – 17 years
All tickets are charged at adult prices. We suggest that the whole party should be aged over 18.
What facilities are available aboard your boats?
Some of our boats are fully accessible to wheelchair users – ring Reservations to find out more. Our boats also provide a comprehensive range of drinks, snacks and sandwiches. Toilet facilities are available.
Where can I park my car?
Tower pier – Tower Car & Coach Park (EC3R 6DT)
Greenwich pier – Cutty Sark Gardens Car Park (SE10 9HT)
Westminster pier – Nothing in the immediate enviroment so would suggest customer visits www.parkopedia.com
London Eye pier – Nothing in the immediate enviroment so would suggest customer visits www.parkopedia.com
Where can I find the timetable online?
Click here for timetable
Which piers do you operate from?
What are the postcodes of your piers?
Do you accept Oyster card on a pay as you go basis?
No, we don’t accept Oyster cards as payment.
How much is a Sightseeing Cruise ticket?
How long is the journey time?
Westminster/ London Eye – Tower/ Tower – Westminster / London Eye
Duration (single/return): 40 minutes / 80 minutes
Westminster/London Eye – Greenwich | Greenwich – Westminster/London Eye
Duration (single/return): 70 minutes / 180 minutes
Tower – Greenwich | Greenwich – Tower
Duration (single/return): 30 minutes/80 minutes
How long the queues are on the day?
We cannot predict passenger numbers for each day, which vary on account of public holidays, weather conditions, events, etc. We don’t guarantee that you will be able to get on the sightseeing sailing that you booked – but you so long as you turn up in reasonable time you will get on a boat.
If I buy a return ticket do I need to stay on the boat or can I disembark and catch a later return service?
When you have purchased a return ticket you do not need to stay on the boat. You may disembark at the destination pier, spend some time looking at local attractions, then re-embark on a later return journey. Please ensure you check the times of the last return journey with pier staff before embarking.
What discount do you offer for travelcard holders?
Holders of valid travelcards get a third off all our sightseeing tickets (excluding Family Rover tickets and Sightseeing and Attraction tickets). You may present your travelcard either on paper or on an Oystercard. You have to purchase your ticket at one of our ticket offices at a pier (Westminster Pier, London Eye Pier, Tower Pier and Greenwich Pier).
Are there are any discounts available for people with disabilities?
We offer a 50% discount on the normal fare for wheelchair users and 50% discount for one companion per wheelchair user. We also offer 50% discount to Freedom Pass holders. This 50% discount applies only to tickets purchased at the pier and isn’t available online.
What is a Freedom pass?
A Freedom Pass is issued by local councils to London residents, who are either over 60 years old or disabled. It entitles the holder to a 50% discount on sightseeing tickets.
Can I use any other pass that’s like a “Freedom Pass”?
We don’t accept travel passes from outside London.
Are there any discounts for Carers?
We offer a 50% discount for one carer per disabled person with a valid disability badge. This 50% discount applies only to tickets purchased at the pier and isn’t available online.
Are bikes allowed on-board?
We don’t allow bikes on board, although kids’ scooters are allowed.
Do you provide a free commentary on the cruise?
We provide a free live or recorded commentary in English on each Sightseeing cruise.
Do your cruises have foreign language audio-commentary available?
We provide a free audio guide commentary in 8 languages: Italian, French, German, Spanish, Chinese, Russian, English and Japanese. You get your free audio guide at the bar.
If you have group of more than 20 we ask you to contact our reservation department to reserve the audio guides in advance. Please phone our reservation department on +44 (0)20 77 400 400 or [email protected].
Can I bring my own food and drinks?
Please only buy your hot, cold drinks and snacks from our bars on board. We are unable to warm up baby food.
How do I use my Tesco vouchers with City Cruises?
You simply need to take your vouchers and present them to the ticket office at the pier. You do not need to book in advance. Your Tesco voucher is only valid for sightseeing cruises. If you do not have enough Tesco vouchers to cover your balance, you can pay by cash or card.
Can I book a School group? Is there any discount?
School groups receive free adult tickets in proportion to the number of child tickets purchased. The discount is based on full retails price and is not available online or at the pier.
School groups free places
1 Adult free for every 8 children (5-11 years)
1 Adult free for every 12 children (12-16 years)
You can book up 21 persons online on our website. If you have a larger group please call +44 (0)20 77 400 400 or fill in our contact form.
All our sightseeing cruises offer a live guided commentary in English that provides an engaging insight into the history of the river.
To avoid disappointment we advise school groups to book in advance as summer is an extremely busy period for us.
Are there any group discounts available?
We offer a sightseeing group discount. The 21st passenger goes free for sightseeing (same ticket type) with a maximum of up to 5 free tickets per group booking.
If you frequently book in groups with us, it may be worth setting up an account with us.
You can book up to 21 persons online on our website. If you have a larger group please call +44 (0)20 77 400 400 or fill in our contact form.
I want to bring my dog on board with me - is this possible?
Carriage of Dogs Policy
At City Cruises, we understand that dogs are cherished members of many families and that our guests may wish to bring their furry companions along. To ensure the safety and enjoyment of all our passengers, both human and canine, we have established the following Carriage of Dogs Policy for our products across all our UK locations:
1. Dog Size and Breed:
We welcome well-behaved dogs of all sizes and breeds. However, it is essential to consider the comfort and safety of all passengers. Aggressive breeds or dogs with a history of aggressive behaviour may be restricted to ensure the safety of everyone on board.
2. Leads and Restraints:
All dogs must be kept on a lead or in a suitable restraint at all times while on board our vessels. This is to prevent any potential disruptions and to ensure the safety of both the dogs and other passengers.
3. Guide and Service Dogs
Guide and service dogs are welcome onboard all our products, excluding ThamesJet, but are required to wear the correct harnesses and jackets at all times while travelling. This practice not only helps our staff readily identify them as working animals but also aids our team in providing the necessary assistance to ensure a smooth and comfortable experience for both the service dogs and their owners.
4. Behaviour and Temperament:
Dogs brought on board must be well-behaved, socialised, and non-disruptive. If a dog exhibits aggressive behaviour or excessive barking, the owner may be asked to disembark at the next available stop to ensure the safety and comfort of other passengers.
5. Cleanliness and Waste Disposal:
It is the responsibility of the dog owner to clean up after their pet. Please bring waste bags and promptly dispose of your dog’s waste in designated receptacles at the piers upon departure from the vessel. Accidents that occur on carpeted areas may be subject to an additional cleaning charge if extensive cleaning is required to restore the area to its original condition.
6. Allergies and Sensitivities:
Some passengers may have allergies or sensitivities to dogs. We are committed to accommodating both dog owners and those with allergies. Passengers with allergies are requested to inform our staff before boarding the boat and to take necessary precautions, such as carrying allergy medications. We will do our best to accommodate passengers with allergies but for those with severe allergies, please note that it may be recommended that they consider boarding the next available boat to minimise the risk of exposure.
7. Owner Responsibility:
Dog owners are entirely responsible for the behaviour, safety, and well-being of their pets throughout the journey. Owners should be prepared to manage their dog’s needs, including hydration and comfort.
8. Restricted Areas:
Certain areas of our vessels may be restricted for dogs to ensure the safety of both dogs and passengers. These areas include, but are not limited to, the wheelhouse, food service areas and engine room spaces, and dog owners are expected to comply with these restrictions.
9. Dining Products
To ensure a hygienic and enjoyable experience for all guests, only guide and service dogs are permitted onboard our dining products.
For private charter bookings, the carriage of dogs is at the discretion of the charterer. We understand that different events may have varying requirements and we will work closely with our clients to accommodate their preferences regarding dogs on board.
Unfortunately, due to the nature of this operation and for safety reasons, no dogs are allowed on our ThamesJet products.
While we make every effort to provide a safe and enjoyable experience for all passengers and their dogs, City Cruises UK is not liable for any injuries, incidents, or damages related to the carriage of dogs on board our vessels.
Can you cater for vegans on your cruises?
We cannot cater for vegans on the Evening Cruise although we can for the Lunch Cruise, Afternoon Tea Cruise, Showboat Cruise, Jazz Cruise, Elvis Cruise and on some special events .
Wheelchair Access on Dining Cruises
We can accommodate for wheelchair users on our dining cruises if the following conditions can be met:-
- The wheelchair user can walk from the pier on to the boat without aid of the wheelchair (which is a matter of a few feet).
- The wheelchair is collapseable.
- The wheelchair user can sit at the table and chairs provided without aid of the wheelchair.
If any of the above conditions can not be met, unfortunately it will not be possible to cater for the wheelchair user.
We can accommodate wheelchairs on our sightingseeing vessels, excluding the MV Westminster, Eleanor Rose & Princess Rose.
What is recommended attire for your dining cruises?
The recommended attire for our Afternoon Tea, Lunch and Evening Cruises is casual.
The recommended attire for our Showboat Cruise, Jazz Cruise and Elvis Cruise is smart casual.
Christmas Day and New Year's Eve
Which products do you offer on Christmas Day?
We are the only company operating boats on Christmas Day and that gives you an opportunity to experience the Thames on its quietest day.
We provide two different products on Christmas Day. Our Christmas Day Lunch Cruise which is a 3 hour and 15mins river cruise coupled with a 4-course Traditional Christmas Lunch and a welcome glass of sparkling wine when you board.
On the other hand, if you are just looking for a sightseeing experience we offer a one hour Christmas Day circular sightseeing cruise. Both the Christmas Day Lunch Cruise and the Christmas Day Sightseeing Cruise depart from and return to Westminster Pier.
For more details see here.
What cruises do you operate on New Year's Eve?
We operate a variety of cruises on New Year’s Eve. Whether you are looking for a sophisticated 4-course dinner, a speedboat experience or a private hire yacht, we can help you. Take a look at all our cruises here.
What pier do your New Year's Eve cruises depart from?
All our New Year’s Eve cruises depart from and return to Tower Pier, EC3N 4DT.
How do I get to the pier?
What time should I arrive at the pier?
Our customers are advised to arrive at the pier 30 minutes before departure.
What is the dress code for your New Year's Eve cruises?
New Year’s Eve Gala Dinner Cruise
Cocktail dress for women and jacket for men (no jeans or trainers are permitted).
Thamesjet New Year’s Eve
We recommend wearing warm clothes as this is a speedboat experience. In the event of wet weather, waterpoof clothing will be provided.
All other New Year’s Eve cruises:
Festive dress code.
EU nationals travelling to the UK after EU Exit
EU nationals travelling to the UK after EU Exit
Leaving the EU means that a number of changes will affect businesses and individual citizens but we want to reassure you that travel to the UK will still be possible with ease.
We will do our best to keep you informed but please for more information visit the HM Government website here.
City Cruises Reservation Department
If your question is not answered here or you require further information, please contact our reservations department on + 44 (0)207 7400 400.
The reservations team is currently operating on reduced hours from 8am to 8pm Monday to Sunday.
Alternatively you can send an email to [email protected].