Where are you?
30 Gordon Street
We are open:
Mon-Fri - 9am to 530pm
Sat 9am to 5pm
Sun 11am to 4pm (phonelines only)
(Bank holidays 11am to 4pm)
We are open:
Mon-Fri - 9am to 530pm
(Closed on Bank Holidays)
When are the main brochures published?
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
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
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 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.
What is the luggage allowance on...?
- Ocean Cruise: No restrictions – however, you must be able to carry your own bag.
- 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?
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:
||Balance Due (prior to departure)
|UK Coach Holidays
|UK Select Holidays
|Inclusive Theatre Break
|Irish Coach/Select Holiday
|European Coach Holiday
|All Ocean Cruises
(confirmed at the time of booking)
Please make cheques payable to GLENTON or GLENTON PALMER or to the travel agent you book through. If you pay for your booking by credit card then a charge of 2% will apply (travel agent charges may vary). We regret we are unable to accept cheques as deposits for air holidays as flights are purchased at the time of booking and we therefore require cleared funds. Furthermore, deposits may be varied depending on the airline and / or country you are travelling to. You will be advised of the deposit amount payable at the time of booking.
Bookings made within the balance due deadline must be paid in full at the time of booking.
Do you send me a reminder to pay my balance?
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
I have received my confirmation but there is no pickup time stated. How do I know what time to be at the pickup 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 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.
Does the Door to Door* service apply to me?
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.
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?
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.
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 and the policy may require you to declare your pre-existing medical conditions which you can do by calling Towergate on 0844 8921698. Upon receiving your declaration Towergate may, on behalf of the Insurer, offer to cover these for an additional premium.
Which tours require photographic ID?
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.
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. 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.
Is there a credit card charge?
Yes, there is a credit card charge of 2%. This charge is applied every time the credit card is used. There is no charge for paying by debit card.
Are you ABTA bonded?
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.
How do I give customer feedback?
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.
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 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.
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).
|Date Cancellation is Received
||Coach holiday of 2 days or more
|98+ days before departure
|97-57 days before departure
||60% of the price
|56-42 days before departure
||75% of the price
|41-28 days before departure
||85% of the price
|27-14 days before departure
||50% of the price
||85% of the price
|13-7 days before departure
||65% of the price
||100% of the price
|6-1 days before departure
||90% of the price
||100% of the price
|Day of departure
||100% of the price
||100% of the price
|Day Excursions (by Coach)
|28+ days before departure
|27 dates to the date of departure
||100% of the price
No refunds will be made for tickets or services booked but not used, or for insurance premiums or alteration charges. Note: Certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charges detailed above. You will be advised if this is the case at the time of booking.
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.
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?
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.
Can I take my wheelchair/walker with me on my coach tour?
Collapsible wheelchairs and walkers are accepted on coaches, by prior arrangement.
Can I take my electric scooter on the coach?
In order to take an electric scooter onboard a coach it must comply with the following conditions:
- The scooter must weigh less than 20 kilos.
- You must have an able bodied travel companion to lift it off and on the coach. We regret that the driver is unable to assist due to Health and Safety regulations.
- The coach company will not accept any liability for any damage that occurs to the scooter when stored on the coach. It will be carried at the owner’s risk.
- We must have confirmation from the hotel management to confirm that they are willing to store and charge the scooter at the hotel.
- It must be the only scooter on the coach.
A letter outlining the conditions of taking a scooter will be sent out along with your holiday confirmation documents. This will need to be signed and returned to our office to confirm that you are accepting these terms. For customers wishing to take a scooter on a holiday by air or an ocean cruise, this must be advised to your reservation agent at the time of booking when confirmation of acceptable and suitability will be confirmed.
Can the driver help me on and off the coach?
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.
Can I book a coach holiday but make my own way to the resort?
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.
Where is the Mystery Tour going?
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.
Where are my tickets/when do I receive them?
Final travel documents are issued 7 to 10 days before your departure date. These will outline your confirmed pick up time and tour itinerary
What time will we be back from the trip?
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.
What are the minimum numbers for a tour to run?
The minimum numbers for a tour to run will vary from tour to tour. Unfortunately we cannot advise an exact number.
When will Glenton or Glenton Palmer confirm if the tour will definitely go ahead?
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).
Why do we charge an admin fee for changes made on a tour e.g. passenger name change?
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.