1. Is it compulsory to wear a face covering on board our coaches?
Yes. The government has issued guidance requiring customers to wear a face covering when traveling on coaches during the Covid-19 pandemic.
2. What is classed as a face covering?
A face covering should cover the mouth and nose whilst still allowing you to breathe comfortably. It should remain in place on its own whilst travelling on our coaches.
3. Do children need to wear a face covering on board?
Children under 3 years of age will not have to wear a face mask, however children between 4 14 years will be asked to wear a face covering. Some leeway will be made for infant children who find this distressing or difficult.
4. Are there any exceptions for wearing a face covering?
Exceptions apply to customers who have disabilities or medical conditions that prevent them from wearing a face covering. Prior to requesting a coach hire quote you must inform us if any of the passengers travelling wont be wearing a face covering.
5. Am I able to remove my face covering to eat and drink during the journey?
Yes, your face covering can be temporarily removed whilst you eat or drink, but must be placed back on afterwards.
6. If I dont have a face covering, will I be refused to travel on board the coach?
Yes, it is compulsory to wear a face covering on board unless you are under the age of 3 or you have a medical condition or disability that prevents you from wearing one.
7. If I get refused entry onto the coach for not having a face covering, will I be entitled to a refund?
No, you would not be entitled to a refund in these circumstances. The government advice in England has made clear you must wear a face covering on public transport, this is also very clear throughout the booking process.
Terms and conditions relating to this point:
You may be refused entry on-board the vehicle if you do not have an appropriate face covering, or You may be asked to leave the coach if you fail to comply with our rules. Please note, you will not be entitled to a refund if you do not have and/or fail to wear the face-covering as directed.
8. Can I still use my mobile phone whilst on board the coach?
Yes, you can still use your mobile on board but please use messaging apps rather than voice or video calling to avoid removing your face covering.
9. Will hand sanitiser be available onboard the coach?
Yes, there will be hand sanitiser onboard every coach.
10. Will the driver be issued with PPE?
11. Will there be enhanced cleaning procedures in place?
Yes, a rigorous cleaning procedure will take place on each coach using specialised chemicals to fully sanitise our vehicles. During the day, the driver will be expected to keep the coach clean using PPE.
12. Will the WC be available for use on board the coach?
The WC will still be in use if required.
13. I have an outstanding coach hire booking that doesnt comply with current social distancing guidelines, what should I do?
Contact the sales team on 0191 378 0653 or by emailing email@example.com to discuss options relating to your journey. Social distancing guidelines are subject to change and we will adapt to accommodate you and your requirements, your quote/booking may require re-quoting to ensure we are complying with the current guidelines.
14. If I make a booking based on current social distancing guidelines, but they are altered by the time I travel will my quote be affected by this?
If you make a private coach hire booking with us based on current social distancing guidelines and at the point of travel these change then yes, your booking may have to be altered. If restrictions are lifted it could mean you would need less vehicles and your booking would be credited. If restrictions are increased, it may mean you require more vehicles which could increase the overall price of your booking.
A member of the team will be happy to set out how social distancing guidelines would affect your booking.
15. I am awaiting a refund, when can I expect to receive it?
Due to the current circumstances, refunds are taking longer than normal. Please bear with us and we will process your refund as soon as possible.
Q. How do I get a coach hire price?
You can submit an online quotation request and enter your information, once your request has been submitted, you will be sent a quotation via. email. You will then need to call 0191 378 0653 should you wish to confirm the quotation. Alternatively, you can call us directly to receive a price.
Q.What happens once Ive confirmed a quotation?
Once you have confirmed your quotation with us, you will be sent a booking confirmation via. email which will contain a Client ID unique to you, and a Booking ID unique to that booking. The confirmation will also contain the details of the hire youve booked, as well as BACS details should you wish to use this method for payment.
Q.What do I do if I want to change details of a booking Ive already made?
Simply call us on 0191 378 0653, quote your Booking ID, and well be happy to change any job details for you. Should you wish to make any changes such as a change in the pick-up times, pick-up points or the number of passengers then this must be done no later than 24 hours before departure and any changes may be subject to an amendment charge.
Q. What if I misplace my Booking or Client ID?
Should you misplace either IDs, dont worry, well still be able to help you however it may take an additional few minutes of your time.
Q.How long is a quotation valid for?
The quotation we provide you will be valid for 14 days unless otherwise notified.
Q. Can I contact the coach driver directly on the day of the booking?
Should you request the driver details we will provide you with the driver's personal number and where possible, a coach phone number. Please note that these details cannot be confirmed until the day before travel and that the driver may not answer his direct line as he may be driving. Should you encounter any difficulties then please call the office on 0191 378 0653.
Q. What should I do if I have a complaint?
In the event that you wish to lodge a formal complaint about Lee's Coaches we kindly ask that you send it to us in writing either by email or letter.
Complaints email: firstname.lastname@example.org
Address: Lee's Coaches, Mill Road Garage, Littleburn Industrial Estate, DH7 8HE
Q. Will the coach have a toilet?
Unless you specifically request a vehicle with a toilet, we cannot confirm that the vehicle will have one until the day of travel
Q. What should I do if there is an out of hours emergency?
In the event of an out of hours emergency you should call the number provided at the bottom of your confirmation. Please note this is an emergency contact number only and any general enquiries should be made to the office within the office hours of Monday to Friday 08:30 till 05:30
Q. I want to book a day-excursion, how would I go about this?
If you wish to book one of our Voyager Day Excursions then there are multiple ways to do this. You can book through one of our many agents , you can book direct over the phone by calling 0191 378 0653 or you can book on our new and improved website.
Q. Will I receive a travel ticket upon completion of a booking?
If you book via. an Agent youll receive a paper confirmation of your booking which will contain your booking reference.
If you book over the phone or through the website and have a working email address, upon completion of the booking you will receive an e-travel ticket sent to your email address.
Q. Will I receive specific seat numbers on a Voyager day excursion?
On selected trips there will be an option to book a specific seat at an additional fee, however, as a rule, you should assume that you cannot book specific seats. Rest assured, even though you may not be able to book specific seats on certain trips, you will always be sat together with the rest of your travelling party.
Q. What time will I arrive at the destination?
We always aim to arrive at any destination for sometime between 12 and 12:30. Please note this is only an indicated time and cannot be guaranteed, subject to weather and road conditions.
Q. How long will we have at the destination?
Subject to the arrival time we always aim to give our customers approximately 5 hours at the destination. The coach will always aim to leave at 17:00 unless otherwise stated.
Q. Will we stop for a break on our journey to and from the destination?
We always allow for a comfort break of 10-15 minutes in transit to and from the destination. This will not apply to tours wherein the travel time to a destination is no longer than 1 hour.