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General Questions
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General Questions

What is the latest advice regarding COVID-19?

COVID-19 – Latest update 23/5/2020

A Personal Message of Reassurance to all our Customers.

You will have no doubt learned of the demise of David Urquhart (Coach) Travel, Caledonian Travel, and a number of other holiday companies just recently, and we are sorry for the effect this is having on the customers who trusted them, and the loyal staff who relied upon them.

The global pandemic has had a huge impact not only on individuals, families and front-line workers, but also many industries and our economy. Although the travel industry is being particularly hard hit, rest assured Glenton have always been in business for the long term.

As long standing ABTA members, and with the same longstanding ownership, you can rest assured all future bookings and holiday payments are completely safe and secure, so you face no risk booking with us now or in the future.

After closing our Head Office temporarily in mid-March, as instructed by the Government, we will now be gradually inviting our staff back to work in a safe and measured way. Over the next month we will be contacting all our customers whose holidays have been disrupted to offer options.

Whilst holidays might not be a necessity, they are an important part of enriching our lives, creating memories and making new friends, so the sooner we can enjoy them, the better. We are so looking forward to reuniting with all our loyal friends and amazing supporters. We have missed you so much over these past two months. And of course we are also looking forward to meeting a whole host of new friends too. You are so welcome to join us and become part of our amazing journey together.

Stay safe, be kind to yourself and one another, and we WILL see you soon.

COVID-19 – Latest update 24/03/2020

As you will no doubt be aware, all holiday companies have been forced to temporarily suspend their operations due to the threat to health of the Covid-19 virus. If you are a customer with a forward booking please be assured that we are holding your money securely for use on a future holiday and we will be in touch as soon as we are able with details of dates and destinations. For your total peace of mind we are members of ABTA, and licensed by the CAA, so your money is completely safe and protected in your name for future travel.

In line with Government instructions on March 23rd, our office has now been forced to close for the protection and safety of our staff and the wider public. For this reason we will be unable to take any calls from our customers for the time being, but we hope that soon after the Government restrictions are lifted we will be able to operate again normally.

We thank you for your continued custom, loyalty, and patience during these uncertain times. Please stay safe and well, and we look forward to seeing you soon.

COVID-19 – Latest update 16/03/2020

Potential Government advice for over-70s to stay at home Media speculation over the weekend concerning the government enforcing anyone over the age of 70 to self-isolate has seen a huge increase in our call volumes and we are doing our best to service them. We can confirm that this movement has not been formally announced and we have no information on any time-scales of whether it will be formally announced. If we need to cancel your holiday, rest assured we will be in contact with you. The information provided at the moment advises we go ahead with your holiday plans as arranged, so unless you hear from us directly, you can be assured that your holiday is still departing as per your booking confirmation.

We understand there is a large amount of unrest at the moment regarding travel, and we pride ourselves in putting our customers first. Our Holiday Advisors are working tirelessly to reassure our customers that they are permitted to travel and their holiday is scheduled as planned. We would politely ask our customers to only call us if you have a question regarding an existing booking departing in the next 7 days, or would like to make a future booking, this will allow us to continue with the excellent level of customer service you would expect from us.

COVID-19 – Latest update 13/03/2020

The health, safety and wellbeing of our customers and staff is always paramount to us and we are constantly monitoring the global situation regarding COVID-19 (Coronavirus).

We are taking our lead from the World Health Organisation (WHO) and the Foreign Commonwealth Office (FCO). The latest updates have seen us carefully review our departures to assess whether it is advised to still holiday in these locations. The majority of our holidays are UK based tours, which means they are, at present, still operating as planned. If at any stage we have to amend your travel plans, we will contact our customers directly to discuss all your options.

More information can be found, along with the latest updates, both on the gov.uk website here: https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public and also from ABTA here: https://www.abta.com/news/coronavirus-outbreak

If you have any questions regarding an existing booking, our Holiday Advisors are here to help and can be contacted on 08000 24 24 24. In the meantime, if you have not heard from us directly, then you can rest assured your holiday is still going ahead as planned.

Please continue to check our website for updates, as we are reviewing the situation daily.

Where are you?
Glenton Holidays
30 Gordon Street
Glasgow
G1 3PU

We are open:
Mon-Thurs 9am to 530pm
Fri 9am - 530pm
Sat 9am to 3pm
Sun Closed
(Bank holidays 10am to 4pm phone lines only)
When are the main brochures published?
The "Autumn and Festive" brochure is generally published in early summer and our main "Summer Collection" is usually available from the November. To request/pre-order your copy Click Here
Do you sell gift vouchers?

Gift vouchers are sold in denominations of £10, £20 & £50 and can be purchased over the phone or bought in our office: 30 Gordon Street, Glasgow, G1 3PU.

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 enquiries@glentonholidays.com.

What is the luggage allowance on...?
Ocean Cruise: 20kg per person
River Cruise: 20kg per person – (Fly Cruise will depend on the airline restrictions, see the tour page for details)
Coach: 20kg per person
Air Holidays: The baggage allowance will vary depending on the airline, for details of this please refer to the tour page for a specific holiday
Will there be comfort stops on my journey?
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.
When will I receive my tickets for travel?
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.
What days are my excursions on?
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.
Can I opt out of excursions?
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.
When do I need to pay the deposit/balance on my booking?

Deposit Payments are non-refundable as follows:

Holiday Type Per Person Balance Due (prior to departure)
UK & Ireland Coach Holidays £55 28 Days
Channel Islands by Sea and European Coach Holidays £100 42 Days
River Cruises £150 42 Days
Air Holidays from £250 98 Days
Ocean Cruises from £350 98 Days

Please make cheques payable to GLENTON or to the travel agent you book through and remember to include any insurance premiums, if you choose to purchase insurance through us. It is a condition of booking that you must have holiday insurance to travel with GLENTON and all insurance details must be provided at the time of confirming your booking. Cheques are not accepted within 14 days of travel.

Do you send me a reminder to pay my balance?
When 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.
I have received my confirmation but there is no pick up time stated. How do I know what time to be at the pick up point?
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 sales team within 7 days of departure to confirm these details. Call us on 08000 24 24 24 or email enquiries@glentonholidays.com.
Does Door to Door* service apply to me?
We offer a Door to Door* service on all Select and many of our Ocean Cruise & Air 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. CLICK HERE to check your postcode eligibility for our Door to Door* service.
What does the tour code stand for on each holiday?
Each tour code is allocated to a particular holiday to allow our reservations team to find the tour on our booking system more easily.
Do Glenton offer holiday insurance?

A holiday insurance policy is available to passengers travelling on our holidays. This holiday insurance policy, which has no upper age limit is underwritten by AMP P&C SA and is administered in the UK by Allianz Global Assistance. Please CLICK HERE for full insurance terms.

GLENTON Holidays Ltd. trading as GLENTON is an appointed representative of ITC Compliance Limited which is autorised and regulated by the Financial Conduct Authority (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts.

I have a medical condition - should I advise you?
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. Please click here for full policy details.
Which holidays require photographic ID?
All Air Holidays, Ocean Cruises, Irish & European Holidays require photographic ID. Travel overseas will require a valid passport. Requirements will be specified in your booking confirmation.
Is there a discount for children?
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.
Will my details be passed onto a third party company?
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. 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. Our full privacy policy is available at www.glentonholidays.com/privacy-cookies. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking you consent to this information being passed on to the relevant persons. You are entitled to a copy of your information held by us. If you would like to see this please contact the Data Protection Officer, Grand UK Holidays, The Old Bakery, Queens Road, Norwich NR1 3PL.
Is there a credit card charge?
No, there is not a credit card charge any more. This charge was removed as of 13 january 2018.
Are you ABTA bonded?
Glenton is an 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.
How do I give customer feedback?

At Glenton 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 customerservice@glentonholidays.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.

How do I cancel a booking?
If you wish to cancel your booking please contact our reservations team on 08000 24 24 24 or email enquiries@glentonholidays.com. 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. For full details of our cancellation terms please click here see our Terms & Conditions.
I am waiting for a cheque refund - how long will this take?
Cheque refunds are issued by our accounts team based in Norwich, this will usually take around 7 to 10 working days.