FREQUENTLY ASKED QUESTIONS
Q: WHAT ARE COVID-19 PROCOL AT CITY CRUISES
A: Face masks are always required in all buildings and cruises. Social distancing of 6 feet is always required and sanitizing stations are available throughout the property
Q: WHAT PAYMENT OPTIONS DO YOU HAVE ON THE BOAT?
A: We accept contactless Payments: Credit and Debit cards only
Q: ARE PETS ALLOWED ON THE CRUISES?
A: For health and safety reasons, pets are not allowed. Inquire in ticket office for boarding services.
Q: ARE PASSPORTS REQUIRED FOR ALL CRUISES?
A: Passports are only required for the 5-Hour Boldt Castle stop-over cruise.vices.
Q: DO THE 2.5 HOUR & 1 HOUR GANANOQUE CRUISES STOP AT BOLDT CASTLE?
A: No, the 2.5 hour & 1 Hour Ivy Lea cruises circle Heart Island and Boldt Castle but do not stop, therefore passports are not required for these cruises. 1 Hour Gananoque cruise does not pass Boldt Castle..
Q: ARE SENIOR RATES AVAILABLE?
A: Yes, senior rates (ages 65+) are available for cruises.
Q: IS THERE A SEPARATE ENTRANCE PASS TO ENTER BOLDT CASTLE?
A: Yes, there is an admission that is not included in our ticket price. Admission passes are required and can be purchased online at time of sale or in our ticket office and allow you more time to explore the Castle as you have a designated entry gate without waiting in line!
Q: WHAT IS PROPER IDENTIFICATION FOR U.S. CUSTOMS AT BOLDT CASTLE?
A: Tours to Boldt Castle are subject to Canadian and U.S. Customs. City Cruises Gananoque has no control over these policies and must adhere to them. The following are documents required to take the 5-hour Boldt Castle Tour:
- All Passengers Require a Valid Passport.
- All non-Canadian or non-U.S. visitors will require a passport and a valid Canadian and United States entry visa.
- Passengers must show appropriate documents to City Cruises Gananoque personnel at the ticket office. Passengers must carry their documents with them at all times while onboard. No exceptions will or can be made.
Q: CAN WE BRING FOOD AND BEVERAGES ON THE BOAT?
A: No food or beverages allowed, however our boats are fully licensed and food & beverages are available for purchase.
Q: ARE YOUR VESSELS SMOKE FREE?
A: Yes, all our vessels are smoke free.
Q: ARE RESERVATIONS REQUIRED?
FREQUENTLY ASKED QUESTIONS
A: Reservations are only accepted for groups of 25 or more and through online ticket purchases. We do not reserve specific seats only reservation for time and date.
Q: IS THERE A COST FOR PARKING?
A: Yes, there is a $5 charge for day parking with a Car, and $10 for a RV. Parking passes are available through our lot attendants or through our ticket office. Parking lots are located nearby our ticket office.
Q: DOES CITY CRUISES GANANOQUE HAVE 2 LOCATIONS?
A: Yes we do ! We have our Gananoque Port – 280 Main Street, Gananoque, ON for our 1, 2.5 and 5 Hour cruises and Ivy Lea Port (95 Ivy Lea Road, Lansdowne, ON) for our 1-Hour Ivy Lea Cruise.
Q: DO YOUR CRUISES OPERATE IN THE RAIN?
A: Yes, our boats have enclosed areas for rainy days. All our tours operate Rain or Shine!
Q: HOW EARLY SHOULD I ARRIVE FOR MY CRUISE?
A: We recommend arriving 30-45 minutes before departure.
Q: DO YOU OFFER DINING AND SPECIAL EVENT CRUISES?
A: We do! Please see our Dinner Cruises and Special Event Cruises for more information!
Q: DO WE NEED TO PRINT OUT TICKETS BEFORE WE ARRIVE?
A: Boat tickets can be printed prior to your arrival. If you have purchased your ticket online in advance, please have your confirmation email present on any smartphone upon arrival.
ACCESSIBILITY
CITY CRUISES GANANOQUE VESSELS
All City Cruises Gananoque vessels have ramp access. Accessible washrooms are available on the first level of each vessel.
GANANOQUE FACILITIES
City Cruises Gananoque ticket office, gift shop, restaurant, and washrooms are fully accessible.
IVY LEA FACILITIES
The Ivy Lea ticket office, gift shop, and washrooms are fully accessible
AODA – INTEGRATED ACCESSIBILITY STANDARDS REGULATION (IASR) CUSTOMER SERVICE POLICY
INTENT
This policy is intended to meet the requirements of the Customer Service Standards included in the Integrated Accessibility Standards under the Accessibility for Ontarians with Disabilities Act, 2005. It applies to the provision of goods and services to the public or other third parties, not to the goods themselves.
All goods and services provided by City Cruises Gananoque Ltd. shall follow the principles of dignity, independence, integration and equal opportunity.
DEFINITIONS
Assistive Device – Is a technical aid, communication device or other instrument that is used to maintain or improve the functional abilities of people with disabilities. Personal assistive devices are typically devices that customers bring with them such as a wheelchair, walker or a personal oxygen tank that might assist in hearing, seeing, communicating, moving, breathing, remembering and/or reading.
Disability – The term disability as defined by the Accessibility for Ontarians with Disabilities Act, 2005, and the Ontario Human Rights Code, refers to:
- Any degree of physical disability, infirmity, malformation or disfigurement that is caused by bodily injury, birth defect or illness and, without limiting the generality of the foregoing, includes diabetes mellitus, epilepsy, a brain injury, any degree of paralysis, amputation, lack of physical co-ordination, blindness or visual impediment, deafness or hearing impediment, muteness or speech impediment, or physical reliance on a guide dog or other animal or on a wheelchair or other remedial appliance or device;
- A condition of mental impairment or a developmental disability;
- A learning disability, or dysfunction in one or more of the processes involved in understanding or using symbols or spoken language;
- A mental disorder; or
- An injury or disability for which benefits were claimed or received under the insurance plan established under the Workplace Safety and Insurance Act, 1997.
Guide Dog – Is a highly-trained working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety and increased independence for people who are blind.
Service Animal – an animal is a service animal for a person with a disability if:
- The animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
- The person provides documentation from one of the following regulated health professionals confirming that the person requires the animal for reasons relating to the disability:
- A member of the College of Audiologists and Speech-Language Pathologists of Ontario;
- A member of the College of Chiropractors of Ontario;
- A member of the College of Nurses of Ontario;
- A member of the College of Occupational Therapists of Ontario;
- A member of the College of Optometrists of Ontario;
- A member of the College of Physicians and Surgeons of Ontario;
- A member of the College of Physiotherapists of Ontario;
- A member of the College of Psychologists of Ontario; or
- A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.
Service Dog – As reflected in Health Protection and Promotion Act, Ontario Regulation 562 a dog other than a guide dog for the blind is a service dog if:
- It is readily apparent to an average person that the dog functions as a service dog for a person with a medical disability; or
- The person who requires the dog can provide on request a letter from a physician or nurse confirming that the person requires a service dog.
Support Person – a support person means, in relation to a person with a disability, another person who accompanies him or her in order to help with communication, mobility, personal care, medical needs or access to goods and services.
INTENT
This policy is intended to meet the requirements of the Customer Service Standards included in the Integrated Accessibility Standards under the Accessibility for Ontarians with Disabilities Act, 2005. It applies to the provision of goods and services to the public or other third parties, not to the goods themselves.
All goods and services provided by City Cruises Gananoque Ltd. shall follow the principles of dignity, independence, integration and equal opportunity.
GUIDELINES
In accordance with the Customer Service Standards, this policy addresses the following:
- The Provision of Goods and Services to Persons with Disabilities;
- The Use of Assistive Devices
- The Use of Guide Dogs, Service Animals and Service Dogs
- The Use of Support Persons
- Customer Feedback
- Training
- Notice of Availability and Format of Required Documents
1. THE PROVISION OF GOODS AND SERVICES TO PERSONS WITH DISABILITIES
City Cruises Gananoque Ltd. will make every reasonable effort to ensure that its policies, practices and procedures are consistent with the principles of dignity, independence, integration and equal opportunity by:
- Ensuring that all customers receive the same value and quality;
- Allowing customers with disabilities to do things in their own ways, at their own pace when accessing goods and services as long as this does not present a safety risk;
- Using alternative methods when possible to ensure that customers with disabilities have access to the same services, in the same place and in a similar manner;
- Taking into account individual needs when providing goods and services; and
- Communicating in a manner that takes into account the customer’s disability.
2. THE USE OF ASSISTIVE DEVICES
Customer’s Own Assistive Device(s)
Persons with disabilities may use their own assistive devices as required when accessing goods or services provided by City Cruises Gananoque Ltd..
In cases where the assistive device presents a safety concern or where accessibility might be an issue, other reasonable measures will be used to ensure the access of goods and services.
Assistive Devices Provided By City Cruises Gananoque Ltd.
The following assistive devices are available on a first come, first serve basis and upon request, to assist customers in accessing our goods and services:
- Wheelchairs
3. GUIDE DOGS, SERVICE ANIMALS AND SERVICE DOGS
A customer with a disability that is accompanied by guide dog, service animal or service dog will be allowed access to premises that are open to the public unless otherwise excluded by law. “No pet” policies do not apply to guide dogs, service animals and/or service dogs.
Food Service Areas
A customer with a disability that is accompanied by guide dog or service dog will be allowed access to food service areas that are open to the public unless otherwise excluded by law.
Applicable Laws
The Health Protection and Promotion Act, Ontario Regulation 562 Section 60, normally does not allow animals in places where food is manufactured, prepared, processed, handled, served, displayed, stored, sold or offered for sale. It does allow guide dogs and service dogs to go into places where food is served, sold or offered for sale. However, other types of service animals are not included in this exception.
Recognizing a Guide Dog, Service Dog and/or Service Animal:
If it is not readily apparent that the animal is being used by the customer for reasons relating to his or her disability, City Cruises GananoqueLtd. may request verification from the customer.
Care and Control of the Animal:
The customer who is accompanied by a guide dog, service dog and/or service animal is responsible for maintaining care and control of the animal at all time.
4. THE USE OF SUPPORT PERSONS
If a customer with a disability is accompanied by a support person, City Cruises Gananoque Ltd. will ensure that both persons are allowed to enter the premises together and that the customer is not prevented from having access to the support person.
There may be times where seating and availability prevent the customer and support person from sitting beside each other. In these situations City Cruises Gananoque Ltd. will make every reasonable attempt to resolve the issue.
Admission Fees
Where City Cruises Gananoque Ltd. requires a support person to accompany a person with a disability, and where the person with a disability has agreed to the accompaniment, City Cruises Gananoque Ltd. will not charge the support persons any fees or fares.
5. CUSTOMER FEEDBACK
City Cruises Gananoque Ltd. shall provide customers with the opportunity to provide feedback on the service provided to customers with disabilities. Information about the feedback process will be readily available to all customers and notice of the process will be made available by signage in our ticket office and on our website. Feedback forms along with alternate methods of providing feedback such as verbally (in person or by telephone) or written (website or email), will be available upon request.
Submitting Feedback
Customers can submit feedback to:
Neil McCarney
1.888.717.4837 ext. 106
PO Box 190, Gananoque, Ontario, K7G 2T7
[email protected]
Customers who wish to provide feedback by completing an onsite customer feedback form or verbally can do so at the City Cruises Gananoque Ltd. Ticket office.
Customers who provide formal feedback will receive acknowledgement of their feedback, along with any resulting actions based on concerns or complaints that were submitted.
6. TRAINING
Training will be provided to:
- Every person who is an employee of, or a volunteer with, the provider.
- Every person who participates in developing the provider’s policies.
- Every other person who provides goods, services or facilities on behalf of the provider.
Training Provisions
Regardless of the format, training will cover the following:
-
- A review of the purpose of the Accessibility for Ontarians with Disabilities Act, 2005.
- A review of the requirements of the Customer Service Standards.
- Instructions on how to interact and communicate with people with various types of disabilities.
- Instructions on how to interact with people with disabilities who:
– use assistive devices;
– require the assistance of a guide dog, service dog or other service animal; or
– require the use of a support person (including the handling of admission fees).
- Instructions on how to use equipment or devices that are available at our premises or that we provide that may help people with disabilities.
- Instructions on what to do if a person with a disability is having difficulty accessing your services.
- City Cruises Gananoque Ltd.’s policies, procedures and practices pertaining to providing accessible customer service to customers with disabilities.
Training Schedule
City Cruises Gananoque Ltd. will provide training as soon as practicable. Training will be provided to new employees, volunteers, agents and/or contractors during orientation before employees begin employment. Revised training will be provided in the event of changes to legislation, procedures, policies, and/or practices.
Record of Training
City Cruises Gananoque Ltd. will keep a record of training that includes the dates training was provided and the number of employees who attended the training.
7. NOTICE OF AVAILABILITY AND FORMAT OF DOCUMENTS
City Cruises Gananoque Ltd. shall notify customers that the documents related to the Customer Service Standards are available upon request and in a format that takes into account the customer’s disability. Notification will be given by posting the information in a ticket office owned and operated by City Cruises Gananoque Ltd. and the City Cruises Gananoque Ltd.’s website.
ADMINSTRATION
If you have any questions or concerns about this policy or its related procedures please contact:
Neil McCarney
1.888.717.4837 ext. 106
PO Box 190, Gananoque, Ontario, K7G 2T7
[email protected]
This policy and its related procedures will be reviewed as required in the event of legislative changes, or changes to company procedures.
City Cruises Gananoque strives to make our properties as comfortable as possible for all patrons. We welcome all concerns or suggestions from our guests.