Alcatraz Island Tours — Local services in San Francisco

Review: Alcatraz City Cruises

I recently had the unfortunate experience of taking an Alcatraz City Cruise, which left much to be desired in terms of customer service and communication. According to the email we received, we were instructed to arrive and begin boarding by 6:30 PM. We followed these instructions precisely, arriving on time and joining a long line.

Upon reaching the front of the line, an employee informed us that we could not board until 7:05 PM. When we sought clarification to ensure we wouldn't miss the ferry, the employee ignored our concerns. We stepped aside to allow the line to progress and intended to ask our question again. Before we could do so, another crew member approached us abruptly. She accused us of being uncooperative and threatened to remove us from the premises if we did not follow instructions, which were never clearly communicated to us in the first place.

Despite our attempts to explain that we were merely seeking clarification and had no intention of being rude, the crew member continued to be dismissive and unhelpful. She even misrepresented the situation, claiming she had witnessed the interaction, which was impossible as she was by the gate and not near the ticket line. Instead of addressing our legitimate concerns, she rudely told us to move and made it clear that any further questions would not be entertained.

To add to the frustration, we were told that we would board at 6:30 PM and begin our tour at 7:05 PM. However, by 6:40 PM, there was no ferry in sight. The entire experience was disorganized and the staff's behavior was highly unprofessional.

I strongly believe that the procedures for Alcatraz City Cruises need significant improvement. Clear communication about arrival and boarding times is essential, and staff and supervisors require proper training in customer service. They should be equipped to handle customer inquiries respectfully and efficiently, without making assumptions about the customers' intentions or behavior.

Overall, the lack of organization and poor customer service marred what should have been an enjoyable experience. I hope the company takes this feedback seriously and makes the necessary changes to improve...

We enjoyed ourselves on the island. We got the day tour. They give you the opportunity to listen to an audio recording of past inmates and guards. This is free of charge. They offer a device or you can download the recording to your phone and listen that way. The recording is explicit on where to go. After the tour, we walked across to the court yard and down to the tide pools. Lots of locations to take great pictures of the Golden Gate Bridge and the San Francisco coast. I strongly recommend taking comfortable shoes and warm clothing. We spent about 3 hours on the island, which included the audio tour and exploring, lots of walking. They do offer tram rides for those...

We had a wonderful time visiting Alcatraz several weeks ago. I have no appropriate words of praise for Daniel. He saw that we had physical issues, and walked along the little tram all the way to the top with us. We joked and laughed the entire time. We were really anxious about our mobility and getting to the top of thr rock. Do not hesitate! Daniel even saw us upon our return, and took special care with loading us back on the ferry. If you are lucky enough to meet him, tell him that "left-handed" Joe's mom sends her love...