Customer Commitments
Whether you have a question about your booking or want to give us feedback, our customer care team is here to help.
We are committed to delivering a quality customer experience:
- Efficiently and in an impartial, courteous, open and helpful way
- By providing services complying with our T&C mentioned online at https://citywonders.com/customer-care/terms-and-conditions
- By responding to your enquiries via email, Live Chat and over the phone in a timely manner and explaining reasons for our decisions, as well as your rights and responsibilities
- By responding to your enquiries via email, Live Chat and over the phone in a timely manner and explaining reasons for our decisions, as well as your rights and responsibilities
- By giving clear, accurate and comprehensive information on our tours and services
- By directing you to the service(s) or external support you might need
- By holding your personal details securely
- By setting performance standards in our Customer Service Action By listening and providing a response should you have feedback or a complaint.
Contacting Us
Our customers are free to contact City Wonders when planning a trip with any questions or concerns about our tours and services. We may have answered these questions in our Frequently Asked Questions section. If we haven’t, please call us, and we will respond immediately during our opening hours 05:30 - 20:30 (GMT) 00:30 - 15:30 (EST).
- UK: (+44) 800 098 8019
- USA and Canada: (+1) 800 358 1942
- Italy:+39 06 8336 0561
- France: +33 (0) 170371426
- Spain: (+34) 900 838 432
- Australia: (+61) 1 800 790 369
- Ireland (Dublin-HQ):+353 (0) 1 576 0535
Alternatively, you can Chat us online during our opening hours 05:30 - 20:30 (GMT) 00:30 - 15:30 (EST). If you made a booking, you would have also a QR code to contact us on WhatsApp. Finally, you can complete the form online below, or write to us at info@citywonders.com or bookings.changes@citywonders.com and we will respond to these queries within 48 hours.
- Attend scheduled tours on time and contact us if you can’t make it. For an immediate answer you can only reach out to us over the phone, Live Chat or WhatsApp.
- Make sure to read in advance all T&C, meeting point details and Important Notes on your voucher confirmation.
- Treat our staff on site and over the phone with courtesy and be patient especially at busy/peak times.
- Notify us of changes (where relevant) to your contact details.
- Make sure to follow the guide’s instructions and keep pace with the group once the tour begins and at each venue.
- To ensure a smooth experience for all, tour timing and schedules must be strictly respected, therefore we cannot wait for late arrivals at the meeting point.