Frequently Asked Questions

Coach Holidays

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 Palmer 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.

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 three comfort stops. Coach driving is strictly regulated and drivers are only allowed to remain behind the wheel for four hours without a break of forty five minutes or longer.

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 in the brochure, the order of excursions is at the driver’s discretion. Various factors may influence his or her decisions, including weather, distances and regulations regarding drivers’ hours.

I am partially disabled. Can the driver help me on and off the coach?

We welcome disabled passengers on our holidays but some tours may not be suitable, in our opinion, for your particular disability. For insurance reasons our drivers cannot aid a passenger on and off the coach. Please ensure the nature and full extent of your disability has been advised and ensure you confirm the holiday suitability at the time of booking.

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. Please ask for details and any relevant discounts at the time of booking.

Hotels

Will my hotel requests be guaranteed?

Under no circumstances can 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 Palmer can take no responsibility for unfulfilled requests.

Why am I being charged a single room supplement?

Many of the hotels we use in mainland UK offer a limited number of single rooms without a supplement. However if all the single rooms allocated to a tour have been sold, a supplement may be applied for sole occupancy of a twin or double room.

Can I get a walk in shower?

If you require a walk in shower we can call the hotel and make a special request on your behalf. Under no circumstances can Palmer guarantee you will get a walk in shower unless this has been confirmed in writing by the hotel.

Is there a lift in the hotel?

The majority of our hotels have lifts. If not, we can generally request a lower or ground floor room.

Pick ups

I have received my confirmation but there is no pick up time stated. How do I know what time to meet my coach?

Final pick up times are always confirmed on your final travel documents. These will arrive seven to ten days prior to departure.

Does the home pick up apply to me?

We offer a free home pick up service on many of our air holidays and cruises. Where advertised, this service is available to customers in England within thirty five miles of Leeds, Wakefield, Doncaster and York. Qualifying customers in the North East of England must live within thirty five miles of Durham, Gateshead, Middlesborough, Morpeth, Newcastle, Peterlee & Sunderland.

Overseas Holidays

Do I need a passport for Jersey/Ireland?

You must have valid photographic identification to travel to Jersey or the Republic of Ireland. This can be a driver’s licence, bus pass or passport (ie a government issued document).

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

You must have a valid passport to travel by air or on any overseas coach holiday. We recommend that the passport has at least six months validity at the time of travel. On some air holidays we require these details at the time of booking and having your passport to hand would be useful.

Can you arrange parking at the airport?

We can provide you with a contact number for discounted parking through Holiday Extras.

Are there meals on the ferry or planes when travelling?

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.

Why do you require my passport details for a cruise?

When booking a cruise holiday we request passport details as you will be travelling on international waters and the cruise companies require these details.

Are you ATOL protected?

Yes our air holidays are operated by carefully selected specialists, all of which are protected by ATOL.

What is the currency in.....?

Northern Ireland – British Pound
Southern Ireland - Euro
Jersey – 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

Holiday Documents

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 contains details of your itinerary, seat numbers, pick up point and time. Tickets for air holidays are generally pink in colour and will confirm your flight and if applicable pick up times. You will also find enclosed a ticket wallet and luggage labels.

Do you send me a reminder for 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.

General Questions

Are you ABTA bonded?

Palmer is Yorkshire’s premier fully bonded ABTA coach holiday specialist. You can be sure your money is safe and secure. Our ABTA number is Y0234.

When are the main Palmer Holidays brochures published?

Our Autumn and Festive brochure is generally published in late summer and our main Summer Collection is usually available from early January.

What is the luggage allowance on...?

• Cruise: No restrictions (with the exception of fly cruises, where there will be a maximum luggage allowance for the flight element of the holiday)
• Coach: 20kg per person
• Air: Varies depending on airline. See the table below for the current allowances on airlines frequently used by Glenton.

Do you sell gift vouchers?

Gift vouchers are sold in denominations of £10 and can be purchased over the phone or bought in our Normanton office. They will be sent out first class to the address provided or they can be collected during office hours. Please note we cannot accept cheque payments for gift vouchers.

How much is my deposit?

UK & Ireland £35

European Coach Tours £100

Ocean cruises £150

Air holidays to Jersey £150

Air holidays to other destinations £250

How do I make a complaint?

Should you have a complaint you wish to bring to our attention you must put it in writing to Customer Services, The Travel Office, Wakefield Road, Normanton, West Yorkshire. WF6 2BT. As per ABTA regulations, you will receive a response within twenty eight days of your letter being received.

Is insurance included in my holiday?

Holiday insurance is not included in the cost of your holiday but can be purchased by contacting our office. Our insurer is Towergate Underwriting Group Limited which is authorised and regulated by the Financial Services 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 0844 892 1697 if you have any queries. If, for whatever reason, you feel the cover does not meet your individual needs, we will make a token refund of £5 per person. You will then be free to make your own insurance arrangements at your own expense. Should you wish to cancel the insurance and claim your refund, you must inform Palmer within fourteen days of receiving your confirmation invoice.

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. Although holiday insurance is included in the price of our holidays, it remains the customer’s responsibility to inspect the policy to ensure you are eligible and that the cover fits with your needs.

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 company?

We take full responsibility for ensuring that proper security measures are in place to protect your information. No information is passed on to third parties.

Is there a credit card charge?

Yes, there is a credit card charge of 2%.

When is my balance due?

On coach holidays the balance is due four weeks prior to departure. For cruise and air holidays full payment is required twelve weeks before your trip.

How do I join Good Companions?

If you wish to become a member of the Good Companions holiday club for mature solo travellers please call our Freephone number on 08000 24 24 24. All we require is your name and home address. We will send out a welcome letter along with your Good Companions membership card.