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Q. Is it compulsory to wear a face covering on board the coach?


Yes. The government has also issued guidance that customers cannot travel if they do not have a face covering.


Q. What is classed as a face covering?


 A face covering should cover the mouth and nose while allowing the wearer to breathe comfortably and can be as simple as a scarf or bandana that ties behind the head to give a snug fit. It should remain in place of its own accord.


Q. Do children need to wear a face covering on board?


Children under 3 years of age will not be required to do so. Children aged 4 - 14yrs will be asked to wear a face covering.

However, some leeway will be required for infant and primary-school-age children who may find this distressing or difficult and may therefore naturally fall into an exception of not wearing a face covering.


Q. Are there any exceptions for wearing a face covering?


Yes, exceptions will apply to any customers who have a disability or medical condition that prevents them from wearing a face covering. We will ask the person who makes the booking to let us know prior to travelling if there will be any passengers travelling without a face covering. The driver will then be informed of any customers boarding without a face covering due to their medical condition or disability. Home to School Transport is exempt from wearing face coverings as well.


Q. Am I able to remove my face covering to eat and drink during the journey?


Yes, your face covering can temporarily be removed whilst you eat or drink, but must be placed back on afterwards.


Q. If I don’t 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.


Q. 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 been made clear on wearing a face covering on public transport and this was also made clear throughout the booking process.


Terms & 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 persistently fail to comply with these rules. Please note you shall not be entitled to a refund if you do not have and/or fail to wear the face-covering as directed.


Q. 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.


Q. Will hand sanitiser be available on board the coach?


Yes there will be hand sanitiser on board every coach.


Q. Will the driver be issued with PPE?


- All drivers will be issued with masks, gloves, antiviral wipes and hand sanitiser.


- It is mandatory to wear the masks, gloves whilst checking tickets, loading luggage or temperature checking.


- It is not mandatory for the driver to wear the gloves, mask or visor whilst driving.


- At each stop that the vehicle stops at, to allow passengers to board or alight, the vehicle will be fitted with a screen to protect the

customers from the driver, and the driver from the customers.


Q. Will there be enhanced cleaning taking place on the coaches?


 Yes, a rigorous process will take place overnight on each coach using specialised chemicals to aid full sanitation.

 During the day, the driver will be expected to keep the coach clean using the PPE and products provided and ensure procedures are followed at all times.


Q. Will the WC be available for use on board the coach?


Toilets can be in use if unavoidable.


Q. I have an outstanding quote/booking that doesn’t comply with current social distancing guidelines, what should I do?


Contact the Sales Team on 0191 378 0653 or by emailing to discuss options relating to your journey as the social distancing guidelines are subject to change. Your quote/booking may require re-quoting to ensure we are complying with the current guidelines.


Q. 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 booking with us based on current social distancing guidelines and at the point of travel these guidelines change then yes, your booking value may alter. If restrictions are lifted it could mean you would require less vehicles than initially quoted meaning your booking would be credited or if restrictions are increased, it may mean you require additional vehicles which will increase the overall price of your booking.


Q. How will social distancing take place on board the coach?


The vehicle capacity will be reduced to up to 50%/0.8 meters with the following conditions in place:


- The wearing of face coverings is mandatory for all passengers and strongly recommended for all drivers.


- Seats not available will be clearly marked out of use and signage will be displayed throughout each vehicle.


- Fogging will take place daily


- Hand sanitiser will be available on board our vehicles


Q. 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 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 I’ve 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 you’ve 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 I’ve already made?


Simply call us on 0191 378 0653, quote your Booking ID, and we’ll 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 ID’s, don’t worry, we’ll 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:


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 hour’s emergency?


In the event of an out of hour’s 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


Day Excursions


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 you’ll 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.  


CPT Accepted Payment Methods

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