by Hilton Hotel,Waterloo Road, London SE1 at 09am. Last departure from this stop is at hrs.

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1 General information Which are the starting and finishing time? West End Loop Summer: Service starts at Waterloo Road Terminal opposite the Hampton by Hilton Hotel, Waterloo Road, London SE1 at 09am. Last departure from this stop is at hrs. by Hilton Hotel,Waterloo Road, London SE1 at 09am. Last departure from this stop is at hrs. Tower Loop Summer : Service starts at Waterloo Road Terminal opposite the Hampton by Hilton Hotel Waterloo Road, London SE1 at 09am. Last departure from this stop is at hrs by Hilton Hotel Waterloo Road, London SE1 at 09am. Last departure from this stop is at hrs. Camden Loop Summer : Service starts at Waterloo Road Terminal opposite the Hampton by Hilton Hotel Waterloo Road, London SE1 at 09am. Last departure from this stop is at hrs by Hilton Hotel Waterloo Road, London SE1 at 09am. Last departure from this stop is at hrs. How frequently do the buses run? London City Tour has a large fleet of buses meaning that it can operate at high frequency depending on the season and traffic. Summer: Every minutes. Winter: 01 November - 22 March. Every 30 minutes. Is there anybody on board who can provide me with more information about the service? The bus driver will be happy to answer any of your questions on-board. If you are close to any of our main stops, you can also turn to any of our London City Tour organisational staff. Where can I get on the bus? You can get on the bus at any one of our stops. If you don t have a ticket yet, you can buy one on board. Where do the routes depart from? The main stops are as follows: Westminster Bridge (close to the London Eye), Queen Victoria Road (close to the Millennium Bridge), Praed Street (in front of Paddington Station), Tower Bridge (close to the Tower of London) and Cockspur Street (close to Trafalgar Square). Can I go and come back with the same bus? The London City Tour routes operate along the same circuit, meaning that you can return to the bus stop where you picked up the bus or to any other stop at any time.

2 How can I find the information about the service disruptions? We inform about the service disruptions, we recommend you visit the website the specific day you are going to use the service. Our fleet of vehicles What are the buses like? Most of our buses are red, double-decker buses with an open-air top deck. All of our buses should be entered by the front door and left by the rear door, except for wheelchairs which should enter via the rear door. How can I identify which bus is taking which route? There will be a digital panel on the front of each bus which indicates which route it will be following. Do the buses have audio guides? All of the London City Tour buses have an automatic audio guide system available in 10 different languages: English, Spanish, French, German, Italian, Russian, Hindi, Chinese, Japanese and Portuguese. You will be given a free headset when you buy your ticket and all you have to do is choose the right channel to listen to. Are the buses covered and do they have a roof? Most of the London City Tour buses are open-air. However, some of them have a partial covering for the upper deck. If you wish, you are also welcome to travel on the lower deck. For your own safety, you should always be seated in one of the available seats. Is there space for a wheelchair? All London City Tour buses have access ramps and spaces for wheelchairs inside the vehicle. Each bus has the capacity to carry a maximum of one wheelchair. How can I connect to the on-board Wi-Fi? Our on-board Wi-Fi service is free of charge for all of our passengers. You will need to find the ICOMERA_CityTour network and register. Please ask our on-board staff for more information. Tickets and points of sale Can I change route on the same ticket? Yes, the ticket is valid for the three routes so you can get on and off at any stop on either route as long as you have a valid ticket. Where can I buy tickets? You can buy your ticket on-board any of the London City Tour buses as well as at different points of sale around the city. We recommend buying your ticket from our web page or our app, as you can find several different discounts there. If I buy a two-day ticket, do I have to use it on two consecutive days? Yes, 48-hour tickets must be used on two consecutive days. Is there a group discount?

3 London City Tour offers special prices to groups of 10 or more. Please get in touch with us via the contact section on our web page: london.city-tour.com where you can send us an and we will get back to you with our best offer. Can I hire out a whole bus for a private tour? Yes, London City Tour also offers special services for private groups. We can also personalise the service according to your wishes. Please get in touch with us via the contact section on our web page: london.city-tour.com where you can send us an and we will get back to you with our best offer. Is there a special reduced price for senior citizens and/or disabled passengers? London City Tour has one set price for adults, children and families. From what age do children need to pay? Children up to and including the age of four go free of charge. Between the ages of 5 and 15 they pay a child s ticket, and from the age of 16 they are considered adults. How much do the tickets cost? You can see our latest prices on our web page or free mobile application available free of charge from itunes and Google Play. How long will my ticket be valid for? Your ticket will show the time it expires and will be valid from the moment you buy it. If you buy your ticket online or through one of our agents, you will be given a ticket or voucher which can be exchanged when getting on the bus for the first time. The ticket which you are given at this moment will show you the time it expires. Do I need to print my tickets if I buy them via the Internet? You can print your tickets off and show us the printout. You can also show us the confirmation on your mobile phone which we will then digitally validate. You will also be given the option to download your ticket via the Passbook (IOS) or Passwallet (Android) application and to show it when you get on the bus. Guidelines and service Can I travel with luggage? London City Tour buses do not have areas for the storage of luggage so you can only travel with hand luggage which you can carry and which do not occupy any extra seats, aisles, emergency exits or the area reserved for persons with reduced mobility. Unfortunately it is not possible to travel with large items of luggage or suitcases. Can I travel with a child s pram? Yes. You will need to travel on the lower floor, and if possible the pram should be folded. The pram should be stored in the area reserved for wheelchairs. Please note, however, that wheelchair users

4 have preference. If a wheelchair user wishes to board the vehicle, you will be required to remove the pram. Do I need to bring my own headset? No, you do not. When you buy your ticket, you will also be given a headset so that you can listen to our audio guide. However, if you wish, you re more than welcome to bring your own headset and plug it into the bus s sound system via the 3.5 mm mini jack connections. Are there any specific safety rules when travelling on-board? Due to the fact that the London City Tour is a service offered on moving buses, it is important to follow carefully all of the safety rules specified by the staff and described in the audio guide. It is not permitted to stand up, eat, drink, smoke or travel with an open umbrella on the upper deck while the vehicle is in motion or to throw anything off of the vehicle. Are animals accepted on-board? No animals or pets are allowed on board London City Tour buses with the exception of guide dogs. Do I have priority access to the bus if I already have a ticket? No, all passengers are expected to wait in line at the stops regardless of whether they already have their ticket or not. Can I smoke on board the bus? No, it is prohibited to smoke anywhere on-board any of our buses. Is there a London City Tour mobile app I can download? Yes, we have a free mobile application for devices running ios or Android which will help you get more out of your trip: your real-time current location, where you re headed and nearby highlights you can visit all with fully up-to-date multimedia content. The app also offers very useful tools such as a search for your nearest stop and augmented reality. The London City Tour app is available on itunes and Google Play. Is there the possibility of going on any optional excursions? Ask our staff about the IVenture Card, which will give you access to the city s main attractions as well as restaurants and excursions to towns close to London, as well as travel reduced price travel to the airport. Issues I ve lost my ticket. What should I do? Unfortunately it s only possible to travel on London City Tour if you have a valid ticket. We cannot replace or exchange tickets which have been lost or stolen. Unfortunately we cannot accept any other proof of purchase or vouchers which have already been used. Once you have bought your ticket, please look after it as you will need to show it when getting on the bus and during routine inspections.

5 It is the passenger s responsibility to ensure that they have been given a ticket when entering the bus or to mention it to staff on the vehicle when purchasing the ticket. Do you have lost and found office? No, but if you lose anything on-board, please contact us via telephone or send an to customers@london-citytour.com Who should I write to if I wish to make a complaint about the service? If you are not fully satisfied with the service you received from the London City Tour, please contact us at our address: customers@london-citytour.com Please provide us with as much detail as possible so that we can study your case and get back to you quickly. I have made a purchase on the webpage/app but I am not sure if it has been processed correctly. How can I know it? If the transaction has been processed correctly, you will receive a confirmation via . Anyway, if you have coverage problems, do not make the purchase more than once until you receive the confirmation. I have made a purchase on the webpage/app but I have not received the voucher. What do I have to do? If you make a purchase and do not receive any with the vouchers attached, please, contact us in customers@london-citytour.com and we will send them to you.