My wife and I got off the train at London Bridge and made our way to the under boat stop.We spoke with a young lady reference what tickets were available and she recommended the hop on hop off at a cost of £65.20.She also made us aware that we could purchase the same tickets cheaper on line however to same time we proceeded with the purchase.She then took us to the point where you queue to wait the the arrival of the boat.There were 2 lanes and we were first in the queue.The other lane then filled up and when the boat arrived everyone in the other queue were let on first.When it came to our turn the member of staff who was guiding people on to the boat asked me where we were going to.I replied I didn’t know yet as I had purchased a hop on hop off ticket.She was very rude and most insistent that she had to know where we’re going too.Again I explained that I would decide when we got on.She refused to let us on and the boat left without us.She went off on one and would not engage in a friendly manner then walked off.I approached a young male of staff who had witnessed the incident and immediately apologised and said he would get us on the next boat.I asked to speak to a Manager and he let me speak to someone on his phone and he also apologised.After speaking on the phone I once again engaged with the young male and asked him did he know what was the issue that the female member of staff had with me and he said she was stressed.That member of staff in my view requires a lot of customer service training.The other 2 members of staff I had engaged with are an asset to your company .Its a pity that one member of staff can spoil what should have been a pleasant experience.
Hello Thank you for taking the time to share your feedback. We're sorry to hear that your experience did not meet your expectations. We appreciate your comments regarding the staff member who assisted you with your ticket purchase and explained the available options. We are also pleased to hear that the colleague who supported you afterwards, as well as the manager you spoke with, were able to assist and apologise for the situation. We understand how frustrating it must have been to miss a departure, particularly after purchasing a hop-on hop-off ticket and waiting to board. We also appreciate your concerns regarding the interaction you experienced at the boarding point. We take all feedback relating to customer service seriously and will ensure your comments are shared with the relevant team for review. At the same time, we're grateful to hear your positive remarks about the other members of staff you encountered and will be sure to pass these on. Thank you again for bringing your experience to our attention. Kind regards Uber Boat by Thames Clippers Team
