In line with current government advice around social distancing and hygiene requirements, we have introduced the following coronavirus guidelines for the wellbeing of our customers and staff.
- We are limiting the number of customers on board to ensure we can adhere to social distancing guidance, whilst enabling people to move around freely between the upper and lower deck.
- We have marked a 1m plus distance at the bar and toilets, and our crew will advise passengers where necessary. Please do not stand around in these areas.
- Our staff will wear gloves and hand-sanitiser stations will be available on both decks, and in the toilets. The wearing of masks is not compulsory, but we understand some passengers and members of our crew might like to wear them. We also have some on board.
- For hygiene and safety purposes, we are asking all passengers to pay for drinks and tickets with our contactless card options (where possible) and to hold their ticket out for our crew to view at a distance.
- We are asking all our passengers to also ensure they are following the government guidelines by washing their hands regularly, maintaining social distancing and not coming on board if they (or a member of their family) are feeling unwell, are waiting for a coronavirus test result or have been told to self-isolate.
We may be running less cruises in the short-term, but we hope we can all work together for our passengers to enjoy the beautiful river and the wellbeing benefits our cruises can bring.
Please continue to stay safe and thank you, once again, for your understanding, support, and loyalty.
Our risk assessment is available to view on board, but if you would like to see a copy before you travel, please click here.
WHERE DO WE MEET?
All Orwell Lady cruises start and end at Orwell Quay on the waterfront. The best postcode is IP3 0FS. Orwell Quay is the area after Neptune Marina, between CoffeeLink and Cult Cafe and before you reach the white tented building of Aurora.
You will see a large blue sign on the quay. Please wait by the gangway until the crew inform passengers to commence boarding.
WHERE DO WE PARK?
Parking is available in the Pay and Display car park in Duke Street. Turn into Duke Street from Fore Street at the traffic lights by the Forge Kitchen restaurant, Orwell Quay is on the right about 150 yds. The car park is accessed by turning right off Duke Street into University Avenue (second right) and then right again into the car park. There is pedestrian access onto Orwell Quay, and Orwell Lady’s berth will be in front of you, slightly to your left. The Sat-Nav postcode for the Car Park is IP3 0FS, All our cruise times are approximate, please ensure you have enough time on your parking ticket.
There are also brown tourist signs throughout the town to help guide you.
WHAT ABOUT WHEELCHAIR ACCESS AND LIMITED MOBILITY EMBARKING?
Due to the design and construction of Orwell Lady it is not possible to accept passengers that are totally confined to their wheelchairs, as occupied wheelchairs would be unable to negotiate the gangway, main deck, saloon steps or the toilets. We are, however, able to welcome on board those wheelchair users who have limited mobility and can access the gangway, with assistance from our crew where necessary, and whose wheelchairs can be collapsed and brought on board by the crew. The wheelchair can then be set up in the saloon as required. There are several steps to be negotiated from the top deck to the afterdeck with grab rails on both sides, and steps down into the saloon, again with grab rails both sides. Our crew will also give assistance to negotiate these steps when requested.
DO I NEED ANY SPECIAL CLOTHING?
Orwell Lady has two decks, the top viewing deck is open and the saloon is undercover. Please wear clothing suitable to the day and time of year and flat shoes. For those who like to stay on the top deck we also advise bringing sunscreen on sunny days. We have plastic ponchos available to purchase on board in case of sudden changes in weather. Cushions are available on board.
WHO CLASSIFIES AS A CONCESSION?
Those who are 65+, full-time students, people with disabilities and registered carers.
WHAT CLASSIFIES AS A FAMILY TICKET?
Either two adults and two children, or one adult and three children. A child is classified as under 16 and under threes travel free on all our cruises.
CAN I BRING MY OWN FOOD AND DRINK ONBOARD?
No food or drink may be taken on board a catered cruise. Our licensed bar sells hot/cold drinks and snacks.
If you would like to have a meal before or after your cruise there are lots of outlets on the waterfront, please visit www.allaboutipswich.com.
I HAVE BOOKED ON A CATERED CRUISE AND HAVE A FOOD ALLERGY?
If you have a food allergy or special dietary requirements, then please ensure that you inform Orwell River Cruises (online booking) or the Tourist Information Centre (if you have booked with them) at the time of booking. If you are chartering Orwell Lady, please inform your chosen caterer direct.
ARE THERE TOILETS ON BOARD?
Yes, separate male and female.
CAN I TAKE MY DOG?
No dogs can be taken on board a catered cruise unless an assistance dog.
WHAT IS THE UPPER AGE FOR A CHILD?
For all our tickets, children are under 16 years. Children under 3 go free on all our daytime public cruises. All children must be accompanied by an adult.
WHAT IF THE WEATHER IS TOO ROUGH TO TRAVEL?
Orwell Lady is extremely safe but if conditions in Harwich Harbour are unpleasant the Skipper will not enter the harbour but remain in the river. If weather conditions are in any way unsafe due to, for instance, excessively high winds, fog, or other navigational problems, the Skipper may decide to cancel a trip. If time allows following any such decision, we will of course make every attempt to contact you. This decision is always at the discretion of the Skipper and in such cases, you will be offered a full refund or an alternative booking.
WHAT ABOUT SAFETY ON BOARD?
Orwell Lady is regularly inspected and licensed annually by the Maritime & Coastguard Agency (our regulatory body), and is maintained to a very high standard. A safety announcement is played before departure, which should be listened to. Our crew are trained every year for any eventuality and each cruise carries a qualified first-aider. We also carry more than sufficient lifejackets, life rings, and life rafts. Should you have any questions or concerns, the crew are there to assist you.
CAN I CHANGE MY BOOKING?
In the event of extenuating circumstances arising and a change of cruise date being requested, we or our Agents, may agree, at our sole discretion, to change a date (once only), subject to availability, and if the change is requested more than 48 hours before the booked sailing. Changes to a sailing date requested within 48 hours of the booked sailing will be classed as a cancellation. Any request for a change must be made to the source of the original booking.
WHAT IF I DECIDE TO CANCEL?
If you wish to cancel your cruise, rather than change your booking, then regrettably no refunds are available.
WHAT IF I MISS THE BOAT?
We are unable to refund passengers who do not present themselves at the departure point in time to board the trip they have booked. If you are having problems with parking or traffic delays, then you may call 07773 369970 and we will do what we can to help.
IS THERE A MINIMUM NUMBER OF PASSENGERS?
The minimum number required to make a cruise viable varies according to the type of cruise. We reserve the right to cancel any cruise should bookings be insufficient, and offer a refund or alternative booking.
WHAT DO YOU DO WITH MY DATA?
Orwell River Cruises Ltd is committed to safeguarding your privacy. We use the information we collect about you to send your cruise tickets and to help us understand more about how our site is used. We do not sell, rent or share data with third party companies. We will only use your contact details if there is a problem with a cruise you are booked onto and will send you communications about Orwell Lady and its cruises electronically if you have opted in to hear from us via our website. We take all reasonable steps to ensure any personal information we hold about you is secure. We restrict access to personal information to our employees who require that information to operate our business.
You can request access to the personal information we hold about you. You may also request that we update any personal information we hold about you that may be inaccurate or out-of-date. If you request that we delete your personal details, we will take all reasonable steps to do so unless we need to keep it for legal, auditing or internal business purposes.