Thames RIB Experience - Embankment Pier — Local services in London

Ruined my son's and two other boys' birthday experience. They called two days prior to advise that there may not be a boat at the the time we booked initially because of lack of other bookings. Offered another time slot which we could not take because of other arrangements - birthday party, etc. One of the boys is actually contracted by Disney and we had to specifically arrange for his release from rehearsals for that specific day and time slot. Every time I tried to explain this, the boat people would go 'Oh, we are also working with Disney' like it had any relevance to the problem at hand... The manager who called the next day to advise it was completely cancelled did not care at all and in fact was rude at times ('Can you please let me finish my sentences!). She also repeated that they were working with Disney, blah-blah-blah, but was also spinning it in a way that the booking has not been done directly through their website but through a third party so it seemed that people who were booking with them directly had some sort of priority (like it does matter how you book a birthday experience!) . She referred to their T&C a lot of times which is fair but let me make it absolutely clear that when booking the availability problem was not advertised upfront - even on their website, instead it's in the T&C which is a small section you need to specifically look for in order to find. Instead, it does stipulate that all clients are being called a day ahead of the departure to confirm, etc. Now, I wonder why did they not make any effort to accomodate a birthday ride since they knew about it TWO days ahead of the time. I would think that as a minimum effort they could have called any other customers and asked them if they did not want to take the next boat since we could not for objective reasons. Anyway, the whole thing was really off putting and we'd refrain from this highly exciting activity for the...

3 big Zeros for the Thames RIB experience. Zero in Giving relevant Information. Zero acceptance of Responsibility. Zero in Customer Relations.

Before boarding the speed boat, asked the pier crew to keep a paper bag (containing 3 shirts just bought) I had with me (was afraid the bag would get wet). They refused and told me to ask the skipper to do so. Upon boarding, the skipper refused as well (they really don't know how to say yes…), and specifically told me to put the bag on the seat next to me.

Contrary to the well-trained skipper, I had no exact idea what kind of ride to expect. I thought it would be no more than a high-speed ride. Apparently, the boat was not only riding fast, but it was also jumping high on the waves, thus leading the passengers to jump as well. The paper bag was no different. The bag was thrown overboard, and two of the shirts were gone with the wind.

I was mad! I expected the skilled skipper, not to give such a misleading instruction. He should have known what might happen. I was mad! The skipper should have offered to put the bag in a closed compartment (I later saw they have more than one).

Talked to one of the mangers immediately over the phone. She promised to contact me the next day. As she did not do so (surprising…), I had to look for her once again. The management refused to take any responsibility for their omission, or to pay any kind of compensation (was asking 70 GBP - price of the lost shirts). aAmazingly enough, they believe I was the only person responsible. Furthermore, I was threatened by the management, not to dare and publish this over the net. They must have never heard of the phrase: The client is always right.

Beware!! Choose your Thames...

Friday 3rd Augi @ 1345 - Thames Barrier trip. This was a birthday treat for my son and I which my sister had bought. We arrived early and confirmed with reception our trip, very friendly and polite no trouble. Explained we would return after grabbing a drink,young girl advised to Q in Boat 1 area on return. Back shortly afterwards watching the to and fro of activity...a well oiled operation which inspired confidence of good trip. A safety briefing explained how and why on lifevests on the jetty. All secured we were ushered down and greeted by our crew Steve & Richard. A swift review on safety as we moved off. We were advised on the format of the trip our route and differing speeds to expect and when. Throughout our host revealed history landmarks and many more interesting facts. Having grown up and lived in London it was a well scripted and polished performance, suitably impressed. Time slipped past and in what seemed about the perfect amount of time we were approaching the jetty to disembark. Clearly this made possible by our superb crew Steve & Richard. The entire trip was smooth but very fast and enjoyable. Two highly skilled crew adept at handling this powerul and agile craft and commentary througout. I cannot recvomend this trip more highly, these guys really know what they are doing and do it very well. Thanks to all a fantatsic experience...might even be...