FAQ

GREAT DAYS OUT

Can you pick me up from my house? We'd love to but unfortunately time doesn't allow it on our day trips. Instead we offer over 35 convenient local departure points including locations in Deeping, Peterborough, Bourne, Stamford and many villages in between, check our route numbers to find out which are the most convenient for you.

Can you post me a brochure? We'd be delighted to send you a brochure, email us your address or give us a call. We're always adding new days out that you won't find in our printed brochure so keep an eye on our Great Days Out page or join our eNews to make sure you're the first to hear about new releases. You can also download our current brochure here.

How do I book? Booking your Great Day Out starts with one quick and simple call, email or booking request via our website. We're always pleased to see customers at the office if you prefer to book in person or would like any extra advice or assurance. Once we've confirmed availability and taken payment (cheque, credit card, debit card, BACS or cash (at our office) you can expect to receive your tickets by post/email within 1-2 weeks.

Is parking available at your depot in Maxey? We're able to offer free parking facilities in Maxey, but please note that spaces are limited and available on a first come first served basis. If you wish to reserve a spot please do so at the time of booking. Cars are parked at your own risk.

Will there be a toilet on the coach? Most of our coaches feature an onboard toilet, however, we can not guarantee a coach with toilet facilities on our day trips. For longer journeys we always schedule convenient comfort breaks which will be detailed in the tour description online.

Where will I be sitting? We always hold two seats at the front for registered disabled or blue badge holders. Seat numbers are allocated in order of booking date so the earlier you book the closer to the front you are likely to be. We can't always guarantee specific seat requests but we'll do our best to allocate your preferences. You'll find your seat number on your ticket, please sit in your allocated seat unless otherwise agreed with the driver, this is for the comfort of all passengers. View our coach seating plan (please note that we also have a 27 seat coach which may be used).

Can I take mobility aids with me? Yes, we accept the small fold up scooters, rollators/walking frames and wheelchairs, but please let us know at the time of booking. Our friendly drivers are always happy to help wherever possible but it is your responsibility to load and unload and we accept no responsibility for damage to mobility aids. Please see point 20 of our T&Cs for more information. We always recommend that you carefully check access at any attractions and/or hotels that are included within your booking.

Can I take food and drink on the coach? Small items of confectionary are allowed on board, including light packed lunches. Please, no hot/greasy foods, this is to ensure the comfort of all passengers.

What happens if I need to cancel? You can cancel at any time but please cancel (in writing) as soon as possible, this gives us the best chance of reselling your tickets and offering you a refund. Communications that are sent outside of office hours will be accepted from the day and time at which our office next opens (Mon-Fri, 09:30-13:00 and 14:00-17:00, excluding bank holidays). We cannot offer a refund on any prepaid items included in the ticket price that are not recoverable by us (eg. meal, admission charge, theatre ticket). On most tours if a cancellation is made more than four weeks prior to departure we can transfer you to another tour for an admin fee of £2, otherwise the following charges apply. Please see point 5 of our T&Cs for more information on cancellation charges.

• Up to 48 hours prior to departure: 20% of total paid
• Less than 48 hours prior to departure: 50% of total paid
• Less than 24 hours prior to departure: No refund

DOOR2DOOR HOLIDAYS

Do I live within the free Door2Door pick up area? Our holidays include collection from your door (if you live in Bourne, Stamford, Peterborough, Uppingham, The Deepings, Spalding, Whittlesey, Oakham and most of the villages in between) but you can save £10pp by meeting the coach at a central departure point - either Peterborough Extra Services, Stamford Bus Station or our Maxey depot. If you live outside our catchment area we can usually offer the same Door2Door pick up service for a small charge.

Can you post me a brochure? We'd be delighted to send you a brochure, email us your address or give us a call. Join our eNews to make sure you're the first to hear about new releases, eNews customers receive our brochure via email before they hit letterboxes. Between brochure publications we can also post you a newsletter which keeps you up to date with our new releases.

How do I book? Booking your Door2Door Holiday starts with one quick and simple call, email or booking request via our website. We’re always pleased to see customers at the office if you prefer to book in person or if you would like any extra advice or assurance. We'll confirm availability and your reservation will be provisionally held for 14 days whilst you complete the booking form and confirm that you have read our Financial Security Statement, BCH ABTOT Trading Charter and the tour itinerary. Then, return your completed booking form by post/email, along with your non-refundable deposit (£50 per person or the full amount if you are booking within 8 weeks of departure). We accept payments by cheque, credit card, debit card, BACS or cash (at our office). On receipt of your booking confirmation, please check that the details are correct and make a note of the balance due date, as we do not send reminders. Your travel ticket will be sent to you 7-10 days before departure and it will show both the time and place of departure for your holiday. Please notify us if you have not received your ticket within 5 days of departure (or if you lose your ticket).

Is parking available at your depot in Maxey? We're able to offer free parking facilities in Maxey, but please note that spaces are limited and available on a first come first served basis. If you wish to reserve a spot please do so at the time of booking. Cars are parked at your own risk.

Will there be a toilet on the coach? Yes, we allocate executive coaches to all our holidays which feature a toilet, refreshment station, reading lights, curtains, reclining seats and foot and arm rests for your comfort.

Where will I be sitting? We always hold two seats at the front for registered disabled or blue badge holders. Seat numbers are allocated in order of booking date so the earlier you book the closer to the front you are likely to be. We can't always guarantee specific seat requests but we'll do our best to allocate your preferences. You'll find your seat number on your ticket, please sit in your allocated seat unless otherwise agreed with the driver, this is for the comfort of all passengers. View our executive coach seating plan.

Can I take mobility aids with me? Yes, we accept the small fold up scooters, rollators/walking frames and wheelchairs but please let us know at the time of booking. Our friendly drivers are always happy to help wherever possible but it is your responsibility to load and unload and we accept no responsibility for damage to mobility aids. Please see points 16 and 19 of our T&Cs for more information.

Can I take food and drink on the coach? Small items of confectionary are allowed on board, including light packed lunches. Please, no hot/greasy foods, this is to ensure the comfort of all passengers.

What happens if I need to cancel? You can cancel at any time (in writing from the lead booker). Communications that are sent outside of office hours will be accepted from the day and time at which our office next opens (Mon-Fri, 09:30-13:00 and 14:00-17:00, excluding bank holidays). We will do our best to resell your holiday and if we are successful a refund will be made (deposits are non refundable). Otherwise, cancellation charges apply as follows. Please see point 7 of our T&Cs for more information.

Period before departure within which written cancellation of package price is received and the associated amount of cancellation charge as a % of the total package cost:

• More than 56 days: Deposit only
• 55 to 49 days: 30% or deposit, if greater
• 48 to 22 days: 50%
• 21 to 8 days: 70%
• 7 to 1 days: 90%
• Departure day or later including voluntary termination during the package: Total package cost

COACH HIRE

Can I hire a mini bus? Our smallest coach has 27 seats, our standard coaches have 53 seats and our executive coaches have 49 seats.

Will there be a toilet on the coach? Our 49 seat executive coaches have a toilet our 53 seat and 27 seat coaches do not have a toilet, please request your preference at the time of booking.

How do I make a booking? Use our online coach hire enquiry form for a free, bespoke, no-obligation quotation. We'll be in touch (usually within 24 hours) with a quote. We can usually provisionally hold a date for seven days whilst you make your decision. When you're ready to go ahead please call or email and we'll check that all your requirements can be accommodated before providing written confirmation of your accepted booking. Your confirmation will include key details (including payment terms, booking terms and our Safety Charter) and we ask that you check them carefully and then reply via email to confirm that you accept the details. Your email acceptance will be taken as confirmation that you have read and agree to the booking terms and that you will comply with our Safety Charter.

What happens if I need to cancel? We understand that sometimes things don't go to plan and so you can, of course, cancel at any time (in writing from the lead booker). Communications that are sent outside of office hours will be accepted from the day and time at which our office next opens (Mon-Fri, 09:30-13:00 and 14:00-17:00, excluding bank holidays). Cancellation charges apply from four weeks prior to the date of travel, please see point 5 of our T&Cs for further details.

Can you help with other group arrangements? Yes, we offer a free planning service for tickets and restaurants, please let us know if we can help.

Still got questions? We're here to help. Call 01778 342224 or email us.