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Frequently Asked Questions
Glenton Holidays 30 Gordon Street Glasgow G1 3PU We are open: Mon-Thurs 9am to 630pm (530pm - 630pm phone lines only) Fri 9 - 530pm Sat 9am to 5pm Sun 11am to 4pm (phone lines only) (Bank holidays 10am to 4pm)
Glenton Palmer Travel Office Wakefield Road Normanton West Yorkshire WF6 2BT We are open: Mon-Fri - 9am to 5pm (Closed on Bank Holidays)
Glenton Holidays The "Autumn and Festive" brochure is generally published in late summer and our main "Summer Collection" is usually available from early January. To request/pre-order your copy Click Here
Glenton Palmer Our "Autumn and Festive" brochure is generally published in the spring and our main "Summer Collection" is usually available from November. To request/pre-order your copy Click Here
Gift vouchers are sold in denominations of £10, £20 & £50 and can be purchased over the phone or bought in our offices: 30 Gordon Street, Glasgow, G1 3PU or Wakefield Road, NormantonWF6 2BT If purchased by telephone, voucher will be posted by recorded delivery to the given address. Please note we cannot accept cheque payments for gift vouchers. Free phone 08000 24 24 24 or email email@example.com.
Yes, there are always comfort stops on all of our tours. On a journey of around five hours you can expect up to two comfort stops. Coach driving is strictly regulated and drivers are only allowed to remain behind the wheel for four and a half hours without a break of forty five minutes or longer.
Tickets are sent out seven to ten days prior to departure. Tickets for your coach holiday are yellow and contain details of your itinerary, seat numbers, pick up point and time. Tickets for air holidays will confirm your flight and if applicable pick up times. You will also find enclosed a ticket wallet and luggage labels.
We cannot generally advise in advance on what day a given excursion will take place. Unless there is a “day by day” itinerary specified on the tour page. The order of excursions is at the driver’s discretion. Various factors may influence his/her decision, including weather, distances and regulations regarding drivers’ hours.
When your tour group has arrived at its destination you may choose not to take part in planned excursions on most tours. Please always advise the driver/host if this is the case. You are not able to opt out of excursions on the outward and return journeys.
Deposit Payments are non-refundable as follows:
Once you have paid your deposit you will be sent a confirmation invoice that will advise when the balance is due. You will not be sent a reminder so it is important you keep your confirmation in a safe place
Final pick up times are always confirmed on your final travel documents. These will arrive seven to ten days prior to departure. If you are unclear - you can contact our reservations team within 7 days of departure to confirm these details on call us on 08000 24 24 24 or email firstname.lastname@example.org.
We offer a Door to Door* service on many of our holidays. Where this service is available on a holiday it will be stated on the tour page on the website and/or in the relevant brochure. For full details of the pick up areas click here.
Each tour code is allocated to a particular holiday to allow our reservations team to find the tour on our booking system more easily.
We’ve listened carefully to the feedback from our valued customers and taken on board that as seasoned travellers, many of you may already have an annual travel policy. With this in mind, we have decided to no longer include insurance in the price of most of our holidays. The exception to this is our Ocean Cruise Collection which will still include the holiday insurance option. Should you require holiday insurance, we can offer you a policy at a competitive price.
Our insurer is PJ Hayman & Co Limited which is authorised and regulated by the Financial Conduct Authority. Your certificate of insurance will be sent with your holiday confirmation invoice and it is your responsibility to read it carefully and call PJ Hayman & Co Limited on 02392 419 070 if you have any queries.
Glenton Holidays Limited T/A Glenton/Glenton Palmer is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts.
Whilst generally there is no age restriction on the holiday insurance option we offer, under certain circumstances conditions may apply, please refer to policy wording.
It is always best to advise us of any medical conditions you are aware of. This helps us to arrange any special requirements you may have for your holiday. If you are booking an air or cruise holiday it is essential we are advised of any medical conditions, as this tends to be a condition of travel with the airline and cruise operators. If you 'opt in' to our holiday insurance, it remains the customer’s responsibility to inspect the policy to ensure you are eligible and that the cover fits with your needs and the policy may require you to declare your pre-existing medical conditions which you can do by calling PJ Hayman on 0844 8921698. Upon receiving your declaration PJ Hayman may, on behalf of the Insurer, offer to cover these for an additional premium.
All Air Holidays, Ocean Cruises and European Holidays require photographic ID. Travel overseas will require a valid passport. Requirements will be specified in your booking confirmation.
A discount of 25% applies to children under the age of fourteen provided they are travelling with two adults paying full charge and are sharing the same bedroom. This discount applies to coach tours in the UK only and is subject to availability.
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements, we and your travel agent need to use the information you provide such as name, address, any special needs/dietary requirements etc. We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as airlines, hotels, transport companies etc. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law. Additionally, where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. We will not however, pass any information on to any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give us such as details of any disabilities, or dietary/religious requirements.
No, there is not a credit card charge anymore. This charge was removed as of 13 January 2018.
Glenton and Glenton Palmer are ABTA bonded coach holiday specialists. Our ABTA number is Y0234. Our membership of ABTA means you have the benefit of ABTA's assistance and Code of Conduct. We provide financial protection for your money when you buy a package holiday. If you buy other travel arrangements such as accommodation only this protection does not apply. If you book with an unbonded company you could well be risking your holiday and your hard earned money. For details about your financial protection click here.
At Glenton and Glenton Palmer we value all customer feedback, both positive and negative comments are welcome. We use this information for operational insight and to help improve service. In the event that you have any complaint during the course of your holiday you are strongly advised to immediately bring this to the attention of the supplier of the service in question AND the host or driver. If you are not satisfied with the solution offered you may contact us in writing after returning home. We would ask that any written complaint is received no later than 28 days after the return date to allow us to accurately investigate the issues outlined. If you have a comment or complaint that you wish to bring to our attention please do so in writing to Customer Services, 30 Gordon Street, Glasgow, G1 3PU or by emailing email@example.com. As per ABTA regulations, we will investigate any areas of concern and you will receive a response from our customer services department within twenty eight days of your letter/email being received.
If you wish to cancel your booking please contact our reservations team on 08000 24 24 24 or email firstname.lastname@example.org. Our team will be happy to refund any monies due in the format that it was paid. You will be asked to confirm your booking reference and personal details, so please have these to hand. Cancellation Policy: Since we may incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges as shown below (The cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding insurance premiums and amendment charges which are not refundable in the event of the person(s) to whom they apply cancelling).
Cheque refunds are issued by our accounts team based in Norwich, this will usually take around 7 to 10 working days.
We provide a number of convenient local pick up points in Scotland, North East England & Yorkshire. You can check which of our coach tours leave from your local departure point by visiting this page.
Brochure pick up times are provided as a guide only. These may vary due to many factors including; number of passenger, number of pick-up points required on a particular tour, event times or ferry times.
Collapsible wheelchairs and walkers are accepted on coaches, by prior arrangement.
In order to take an electric scooter onboard a coach it must comply with the following conditions:
We try to welcome passengers of all abilities on our holidays but in our opinion some tours may not be suitable for passengers with particular needs. For insurance reasons our drivers cannot aid a passenger on and off the coach. Please advise our reservations team before booking if you have a concern about your ability to take part in a tour.
If you wish to travel on one of our coach holidays but do not wish to travel to/from your resort on the coach, this can be arranged by calling our reservations team on free phone 08000 24 24 24 prior to booking. Please ask for details and any relevant discounts.
The location of the mystery tour will be allocated on travel documents sent to you 7 to 10 days prior to departure. Our reservations team are unable to confirm any details on the location/hotel on the tour in advance of this.
Final travel documents are issued 7 to 10 days before your departure date. These will outline your confirmed pick up time and tour itinerary
Your driver will confirm the approximate drop off times on the return journey. Unfortunately we cannot guarantee these times as variations in road conditions and traffic flow may affect travel.
The minimum numbers for a tour to run will vary from tour to tour. Unfortunately we cannot advise an exact number.
Due to minimum passenger numbers not being met, it may occasionally be necessary to cancel a tour. We will usually advise passengers that a tour is cancelled at least 28 days prior to departure (although rare exceptions may occur). If your tour has cancelled a member of the our reservations team will contact you. You will be offered at least one alternative tour to join or be offered the chance to cancel completely and receive a full refund (including deposit).
Since we may incur costs in amending your reservation it may be necessary to apply an admin fee. We may have to re-issue documentation to you and also the various operators/hotels. If an admin fee is applicable, you will be advised by reservation team prior to the amendment being carried out.
To find out if a hotel is suitable or if you have particular access needs, please call our free phone number on 08000 24 24 24 or email email@example.com. Our reservations team will be happy to check directly with the hotel.
Under no circumstances can Glenton or Glenton Palmer guarantee a request unless it has been confirmed with the hotel. All requests are on an unguaranteed basis and are outlined on the rooming list sent to the hotel. They will always do their utmost to comply but we can accept no responsibility for unfulfilled requests.
This will depend on the hotel. Please contact our reservations team on free phone 08000 24 24 24 or email your request to firstname.lastname@example.org.
We try to secure an allocation of single rooms on each tour without supplement. When this allocation is sold, it may be possible to acquire extra allocation at a supplement. However this is not always possible and is dictated by the hotel on a request basis. You will be advised of any single supplement charges that may be applicable, during the booking process. All our Good Companions holidays come guaranteed to have no single supplements added to the cost of booking.
If you require a walk in shower we can call the hotel and make a special request on your behalf. Under no circumstances can we guarantee you will get a walk in shower unless this has been confirmed in writing by the hotel. Contact our reservations team on free phone 08000 24 24 24 or by emailing email@example.com.
The majority of our hotels have lifts. If not, we can generally request a lower or ground floor room for you. For specific hotel details contact our reservations team on free phone 08000 24 24 24 or by emailing firstname.lastname@example.org.
Glenton have negotiated rates with some convenient city centre Glasgow hotels for our customers. You can arrange an overnight stay by calling our reservations team on free phone 08000 24 24 24 or by emailing email@example.com.
We recommend that where possible you travel with a valid passport. However, you may travel using valid photographic identification to Jersey or the Republic of Ireland. Further details on valid travel documents can be found on the Government Travel Advice Website.
You must have a valid passport to travel by air or on any overseas coach holiday (with the exception of travel to Jersey/Ireland, see above). We recommend that the passport has at least six months validity at the time of travel. On air holidays we require these details at the time of booking and having your passport to hand would be useful.
We can provide you with a contact number for discounted parking through Holiday Extras, please call our reservations team for details free phone 08000 24 24 24 or email firstname.lastname@example.org.
The majority of our European tours that feature overnight ferry travel do include onboard meals. Some “mini-cruises” do not feature onboard meals but a prepaid meal package may be offered on booking at an additional cost. Meals are not included on board flights, unless specifically advised. Details of the meals available will be specified on the tour page.
When booking a cruise holiday we request passport details as you will be travelling on international waters and the cruise companies require these details.
Yes our air holidays are operated by carefully selected specialists, all of which are protected by ATOL.
Northern Ireland – GBP Southern Ireland - Euro Jersey – GBP/Jersey Pound Germany - Euro Poland - Zloty Holland - Euro Prague – Czech Republic Koruna Italy - Euro Belgium - Euro France - Euro Croatia - Croatia Kuna Budapest – Hungary Forint Switzerland – Swiss Franc Austria - Euro Malta - Euro Algarve - Euro Russia – Russian Rouble
For the latest travel advice from the Foreign & Commonwealth Office including security and local laws, plus passport and visa information, check www.gov.uk/foreign-travel-advice.
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