Tourist Information Customer Charter

Who we are and what we do:

As the cities Tourist Information centres we are the first point of contact for visitors to the city and residents to obtain information on events, attractions and accommodation in the Liverpool, North West and UK region.

We provide:

  • Free What’s on and Event information
  • Sight Seeing Tours
  • National Express Bookings
  • Theatre Bookings
  • Liverpool Echo Arena bookings
  • Norfolk line Ferry bookings
  • Attractions tickets and Information
  • Guided Tour bookings
  • Great range of gifts and souvenirs

Our Staff:

  • We will provide a polite, welcoming and efficient service.
  • We will be responsible and accountable for the accuracy and quality of our work
  • No matter what the enquiry, our staff will deal with to the best of their ability and ensure every resource is utilised to achieve the desired result.
  • Our staff will use their product knowledge and skills to ensure the visitor receives accurate and relevant information about the city and region.
  • We will provide staff with the required training and support to deliver an excellent service to you.
  • Information Advisers wear a uniform so you can identify them easily
  • We will offer unpressurised and impartial advice and assistance for customers wishing to purchase goods and services.

Our performances:

·  We will endeavour to respond to emails within 24 hours, this may take up to 14 days (10 working days) during busy periods. We will respond to correspondence within 10 working days

·  Where possible, we will give assistance in response to personal or telephone enquiry immediately. However, if an enquiry is of a complex nature, it may result in a longer response time for others waiting.

·  If we are unable to respond in this period, we will send an acknowledgment with the likely timescale for which the customer will receive a likely response.

We can also provide:

  • Mini loop and staff trained in BSL level 2
  • Wheelchair/pushchair access
  • Information in large print, Braille, Audio Tape/CD
  • Access to over 100 ethnic languages via BT language line