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Posted: 2 Aug 2019

Working towards a better commute

Peak time punctuality, iBoat real-time system and other issues we are trying to address.

We are aware that increased demand for our service during the peak summer months can affect peak time travel for our commuters. We'd like to thank you for your patience and understanding at this time. We take our customer service very seriously; please rest assured that we are working hard towards improving your experience as effectively as possible.

Thank you for your continued custom.

  • Preferred sailing
    We appreciate the frustration experienced by our regular commuters on occasions when you are not able to board your usual sailing because it's too busy.

    Our Transport for London (TfL) licence has required us to operate on a first-come, first-served basis at the piers. Following discussions with TfL, however, we have agreed to trial Preferred Sailings for our Annual Season Ticket Holders in the first instance. We will try our utmost to allow annual season ticket holders to board their preferred sailing by creating separate queues enabling them to board first. The month-long trial will begin Monday 28 October 2019 at the following piers:

    - Westminster
    - Embankment
    - Blackfriars
    - Tower

    If you are an annual season ticket holder at any of the above piers between 16:00 and 19:00 (Monday – Friday), please do look out for the ‘Preferred Sailing’ queue or make yourself known to a member of staff and you will be able to board the vessel first!

    Please note: Preferred Sailings are being trialled initially for annual season ticket holders ONLY. If you do not yet have an Annual Season Ticket, you can purchase one instantly through our app at our manned ticket offices or by completing this form and emailing it to Thames Clippers’ Head Office.
  • Service performance
    Further to your feedback, we made significant changes to our timetable back in April to help alleviate service pinch points and therefore delays. This has seen a positive effect, with our overall service now running at 97% punctuality* year-to-date. This is 3% better year-on-year. Our number of cancellations is broadly flat year-on-year (at 1%), with both punctuality and cancellation metrics averaging significantly more favourably than other London transport modes.
  • IBoat
    As our routes get busier and more complex, our digital countdown system, adapted from TfL's bus countdown system, is no longer fit for purpose. We understand the importance of having reliable and accurate timings, which is why we are investing in a new system that is planned to go live before the end of the year. A new real-time countdown will also help us address issues of inadvertent early departures, and will be fully integrated with our booking app.

As always, if you have any questions please feel free to ask a Thames Clippers Customer Service Assistant at one of our manned piers, or email [email protected].

*Punctual services depart within 5 minutes of their timetabled departure time.