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Select Breaks
Good Companions
Go Continental
Day Trips
Active
River Cruise
Ocean Cruise
Air Holidays
Select Breaks
Good Companions
Go Continental
Day Trips
Active
River Cruise
Ocean Cruise
Air Holidays

General Questions

Frequently Asked Questions

Where are you?

When are the main brochures published?

Do you sell gift vouchers?

What is the luggage allowance on...?

Will there be comfort stops on my journey?

When will I receive my tickets?

What days are my excursions on?

Can I opt out of excursions?

When do I need to pay the deposit/balance on my booking?

Do you send me a reminder to pay my balance?

I have received my confirmation but there is no pickup time stated. How do I know what time to be at the pickup point?

Does the Door to Door* service apply to me?

What does the tour code stand for on each holiday?

Is insurance included in my holiday?

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 departing after 17th April 2017. The only exception to this will be our Ocean Cruise Collection which will still include the free holiday insurance option. Should you require holiday insurance, we can still offer you a policy at a very competitive price.


Our insurer is Towergate Underwriting Group 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 Towergate on 0344 892 1698 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.

Is there an age restriction on insurance?

I have a medical condition. Should I advise you?

Which tours require photographic ID?

Is there a discount for children?

Will my details be passed onto a third party company?

Is there a credit card charge?

Are you ABTA bonded?

How do I give customer feedback?

How do I cancel a booking?

I am waiting for a cheque refund – how long will this take?

Coach Holidays

Where does the coach pick up?

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.

Why is my confirmed pick up time different to the estimated time provided in the brochure?

Can I take my wheelchair/walker with me on my coach tour?

Can I take my electric scooter on the coach?

Can the driver help me on and off the coach?

Can I book a coach holiday but make my own way to the resort?

Where is the Mystery Tour going?

Where are my tickets/when do I receive them?

What time will we be back from the trip?

What are the minimum numbers for a tour to run?

When will Glenton or Glenton Palmer confirm if the tour will definitely go ahead?

Why do we charge an admin fee for changes made on a tour e.g. passenger name change?

Hotels

Is the hotel accessible/suitable for persons with mobility issues?

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 enquiries@glentonholidays.com. Our reservations team will be happy to check directly with the hotel.

Will my hotel requests be guaranteed?

Can I upgrade to full board basis at the hotel?

Why am I being charged a single room supplement?

Can I get a walk in shower?

Is there a lift in the hotel?

Can you recommend a hotel for an overnight stay for the night before/after my tour?

Travelling Overseas

Do I need a passport to travel to Jersey/Ireland?

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.

Do I need a passport for an air holiday or overseas coach holiday?

Can you arrange parking at the airport?

Are there meals on the ferry or planes when travelling?

Why do you require my passport details for a cruise?

Are you ATOL protected?

What is the currency in.....?

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