Frequently asked questions

COVID-19 Service Suspensions: what happens to my tickets?

If you have or have had an active app season ticket, carnet product or other app ticket covering any period of COVID-19 service suspension, we’ll automatically issue you with replacement tickets, as and when services resume, to make up the time services were suspended for.

For paper tickets or tickets purchased on our website please contact us with your intended new dates of travel once we’ve communicated a return to service date.

For third party tickets (tickets not purchased directly from Uber Boat by Thames Clippers or Uber) please contact your booking agent.

I've been charged incorrectly on my contactless/Oyster card

Oyster readers at piers and systems processing those transactions are owned and managed by TfL. We do not have access to journey histories and cannot process refunds of any of these transactions. Claims for refunds due to overcharged journeys on smart cards or devices are processed by TfL. To claim such refunds or to query any charges levied, please claim a refund online or contact TfL on 0343 222 1234 

I cannot see my boat tickets in the Uber app

In the Uber app tap the menu icon and select "Boat tickets". Your tickets should appear under the "Buy ticket" button. 

I'm having issues booking with Internet Explorer

Currently bookings cannot be made using Internet Explorer. Please use another browser, whilst our teams are resolving this issue.

Can I cancel my booking and get a refund?

We can issue a refund for tickets purchased online and we require 72 hours’ notice before travelling in order to arrange a refund. Tickets purchased via the Thames Clippers Tickets or Uber app have a 90-day validity and will not be refunded.

I cannot find the answer to my question

Do you have a question about our services? Check our FAQs before contacting our customer service.

Check our FAQs