Frequently Asked Questions
What happens to lost property?
We do realise that passengers mislay items from time to time; any lost property is handed in to the manager of the depot where the vehicle is based who will then notify our head office. Lost property can either be collected from one of our depots or for a pre-payment, posted back to the owner or other authorised recipient (low value items only). Please note, high value items such as mobile telephones, ipods, tablets etc must be collected from the relevant depot. We regret that for operational reasons, we cannot deal with lost property out of office hours.
How do we make contact on arrival at the Airport?
Once you have cleared customs and reclaimed your baggage, contact a coach marshal in the arrivals hall and inform them that your group has arrived on (airline/flight number). The marshal will direct you to the coach pick up area and will contact the coach park to release our coach to proceed to the terminal. If you cannot find a coach marshal then contact the information desk.
How do we contact you in an emergency?
Our operations team are available 24/7 every day of the year. At the time of booking your confirmation letter will give our out of hours contact numbers. We also provide emergency contact information on our main landline numbers after office hours.
Are we allowed to eat food on board coaches?
Due to hygiene concerns, we do not normally allow the consumption of food or beverages on board our vehicles.
May we request a preferred driver?
Where possible we will endeavour to provide a preferred driver if requested in advance. However, due to operational reasons such as drivers’ hour’s and rest regulations, a last minute change of driver may take place.
Are parking charges included in the coach hire cost?
As it is difficult to be precise with parking charges, all quotations are subject to additional parking charges should they be incurred. Our sales team can advise on likely parking fees in advance. A number of venues and special events will require pre-payment to reserve coach parking.
What happens if we want stay longer at our venue on the day?
Our drivers are subject to strict rules on driving and rest times and we plan our schedules around these regulations. Although we always build in leeway to allow for unforeseen circumstances, sometimes it is difficult to extend hire periods on the day. We will always do our utmost to comply with our customers requests but it is far better to be as realistic as possible with timings at the point of booking. Any additional hire time will be subject to additional charges.
Can we pick our own preferred route for our coach hire?
When planning your journey our operations department take into account the best possible route in relation to time, mileage and traffic conditions. If you have a preferred route please let us know in advance so that we can pre-warn your driver. Please be aware that should the preferred route be longer than that quoted for it may incur additional charges.
Will our coach be fitted with seat belts?
All of our coaches are fitted with either two or three point seat belts.
What is the policy for carrying babies held in parent’s arms on coaches?
We will allow babies of up to six months to sit on parent’s laps providing the overall number of passengers (including babies) does not exceed the vehicle seating capacity.
Are we allowed to smoke on coaches or buses?
To comply with current legislation, we operate a strictly non-smoking policy on all of our vehicles.
Does the company have its own maintenance facilities?
We as a Company are committed to maintaining our fleet to the highest possible standards. All of our vehicle maintenance, both mechanical and bodywork, is carried out in our own workshops by our skilled engineers. Our facilities are equipped with the latest equipment including a rolling road and brake tester, hydraulic lifts for general maintenance and a full paint spray-booth oven. Our maintenance schedules comply with the latest Driver & Vehicle Standards manuals and our maintenance cycles are considered industry best practice.
Are we charged for waiting time at airports or stations?
We do not charge for the first hour of waiting time at airports. Depending on the circumstances, we normally charge a rate per hour for all additional waiting time. Your booking confirmation letter will advise the current rate per hour for chargeable waiting time.