Louise
Very poor service and conflicting website
My partner and I visited London for 3 days the beginning of April A26. We experienced a very poor and confusing website and app. The app does not have the maps and bus stops on, you have to use the website. The bus stops show the 1st bus usually around 8:30am and the last bus shows anywhere between 13:30 & 14:30 when you click on the bus stop. Yet in the FAQ'S that states they run to 8pm!! We paid for a 48 Hr service £64 which started from 3am when their service starts at 8:30ish so why didn't it start at that time so we lost out there. The London lights tour on the website states 1st bus 5:30pm. We spoke with one of their agents at Haymarket and he said that they run every 30 mins upto 7:30pm. We decided to catch the 7pm bus as it was darker then because 5:30pm it's still light. However we came back to the bus stop at Haymarket, the bus came in at around 7:20pm and said that there is only 1 bus which starts at 5:30pm. Conflicting information from their own staff. I have sent a message through their website complaining and had no response. I cannot find an email address to email them directly (no proof of email chain) just to summarise the 3 day trip we only got the Thames River cruise out of what we paid for which was superb as one of the crew was giving a guided tour of the history of the buildings as we sailed down the Thames, he was very knowledgeable and superb, the people on the boat enjoyed it. The boat wasn't to overcrowded and had a great atmosphere, which was ran by a independent company. As we had other venues to attend, going from their website all the buses stopped just after midday. So we didn't catch a bus or see all the passes we had paid for. There wasn't even anything on their website to how often the buses ran ie every 20 mins or longer. Very poor website, very poor information, no customer service.