Frequently asked questions

November lockdown – what happens to my tickets?

If you have an active season ticket for the duration of lockdown (from 5 November 2020) we’ll automatically issue you a ticket (monthly or weekly) on the first day that we resume service equivalent to the number of weeks we couldn’t operate. Should you wish for it to resume at a different time please get in touch.

The validity of agile carnets and other tickets on the app will also be extended as services resume.

For tickets purchased online please contact us with a new date beyond when we resume services, (currently expected to be on 2nd December) for an exchange

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.