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Holiday & Excursions Covid-19 FAQs

  1. Is it compulsory to wear a face covering on board the coach?
  2. What is classed as a face covering?
  3. Do children need to wear a face covering on board?
  4. Are there any exceptions for wearing a face covering?
  5. Am I able to remove my face covering to eat and drink during the journey?
  6. If I don't have a face covering, will I be refused to travel on board the coach?
  7. If I get refused entry onto the coach for not having a face covering, will I be entitled to a refund?
  8. Will hand sanitiser be available onboard the coach?
  9. Will the driver be issued with PPE?
  10. Will there be enhanced cleaning taking place on the coaches?
  11. Will the WC be available for use on board the coach?
  12. Will I need to have my temperature checked before boarding the coach?
  13. Are there any exceptions to temperature checking?
  14. If my temperature is high will I be allowed to travel on board the coach still?
  15. Is it compulsory to have my temperature checked before boarding?
  16. How will social distancing take place on board the coach?
  17. I booked early to choose my preferred seat number; will I still be able to sit in the seat that I reserved?
  18. I have a mobility issue; can I sit near the front?
  19. I am travelling with multiple children; can we sit together?
  20. Can I sit next to someone outside of my household?
  21. What will the Boarding process be on the coach?
  22. Will Home pickups still be offered?
  23. How will home pickups work?
  24. How do I know that the hotel/attractions have implemented social distancing measures?
  25. If I make a booking and I am unable to travel due to COVID-19 what happens?

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

Yes. As per government guidelines from 15th June 2020 customers cannot travel on board public transport if they do not have a face covering.

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2. 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.

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3. 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.

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4. 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.

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5. 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.

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6. 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.

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

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8. Will hand sanitiser be available onboard the coach?

Yes there will be hand sanitiser onboard every coach.

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9. Will the driver be issued with PPE?

- All drivers will be issued with masks, gloves, visors, antiviral wipes and hand sanitiser.
- It is mandatory for them to wear the masks, gloves and visor whilst checking tickets, loading luggage or temperature checking.
- It is not mandatory for the driver to wear the gloves, mask or visor whilst driving.
- Drivers screens will be fitted to all vehicles.

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10. 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.

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

Toilets can be in use if unavoidable, however will be available for emergencies only. The driver will make comfort stops on route.

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12. Will I need to have my temperature checked before boarding the coach?

Yes, customers boarding a vehicle that has been booked through us will be temperature checked on the outward leg of the journey.

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13. Are there any exceptions to temperature checking?

Infants between 0 - 3 years old are not to be temperature checked as this age range is susceptible to a high temperature due to periods of teething and attempting to temperature check an infant could also become a stressful experience for both child and parent.

The driver will seek permission from the parent/guardian for children 4 - 13 years of age before attempting to temperature to check.

Customers wearing burkas, turbans or other cultural or religious head coverings are not exempt, they will have temperature checks on their wrist instead of the head.

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14. If my temperature is high will I be allowed to travel on board the coach still?

If your temperature is above 38.2 degrees (this allows for machine accuracy and environmental factors), due to the safety measures in place to reduce the risk of Covid-19 infection you will not be able to travel onboard.

If a customer presents a temperature above 38.2c and explains they have a medical condition or disability that impacts their temperature, we will allow boarding.

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15. Is it compulsory to have my temperature checked before boarding?

Temperature checking now forms part of our COVID - 19 special terms & conditions of travel to reduce the risk of spreading the virus. If you do not wish to have your temperature taken you won't be able to board the feeder/coach. You would be responsible for making your own way home and you would not be entitled to a refund.

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

The vehicle will be at a reduced capacity with the following conditions in place:

- The wearing of face coverings is mandatory for all passengers.
- Plastic visors will be issued to all drivers and it is mandatory that these are worn during any interaction with customers - boarding and alighting/loading luggage.
- Seats not available will be clearly marked out of use and signage will be displayed throughout each vehicle.
- Fogging will take place daily
- An air filtration unit will be fitted to all vehicles
- Driver screens will be fitted to all vehicles
- Hand sanitiser will be available onboard our vehicles

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17. I booked early to choose my preferred seat number; will I still be able to sit in the seat that I reserved?

In order to adhere to social distancing rules, we have limited the seating capacity on our vehicles. If you are travelling from the same household/bubble, seating will be on the nearside (kerb side) of the coach. If you are travelling solo or in different household/bubble, seating will be on the driver's side of the coach. We will do our very best to keep your preferred seat number, however, cannot guarantee this. Your final seat numbers will be confirmed when you receive your ticket documentation. Seats are not able to be chosen during our Door to Door pick up service.

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18. I have a mobility issue; can I sit near the front?

At time of booking seating arrangements will be discussed and allocated as per your request and availability. Seats are not able to be chosen during our Door to Door pick up service.

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19. I am travelling with multiple children; can we sit together?

As long as you are within the same household/bubble and comply with our new seating configuration, then you will be able to sit together. If you are not within the same household/bubble, then unfortunately you will not be able to sit together.

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20. Can I sit next to someone outside of my household?

In order to adhere to social distancing rules if you are travelling outside of your household or bubble you will not be able to sit together. Seating will be on the driver's side of the coach.

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21. What will the Boarding process be on the coach?

In order to adhere to social distancing rules, we have limited the seat capacity on our vehicles and passengers will be required to follow a boarding process, loading from the rear seats first and disembarking in the reverse order. Your final ticket confirmation will confirm where your seats will be located on board the coach. On the day of departure our feeder vehicles will take all customers to one main drop off point where you will board the Lucketts coach. Seats are not able to be chosen during our Door to Door pick up service.

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22. Will Home pickups still be offered?

Yes, home pick ups with still be offered.

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23. How will home pickups work?

In order to adhere to social distancing rules, we have limited the seating capacity on our feeder vehicles to a maximum of four people. You will be required to load from the rear seats first and disembarking in the reverse order. Seats are not able to be chosen during our Door to Door pick up service.

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24. How do I know that the hotel/attractions have implemented social distancing measures?

COVID-19 safety measures for the hotels/attractions can be requested by customers prior to travelling. You will also find enclosed within your travel packs the safety measures that are taking place. If a hotel/attraction does not provide socially distanced methods according to government guidelines, then an alternative hotel/attraction that does meet guidelines will be offered.

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25. If I make a booking and I am unable to travel due to COVID-19 what happens?

If you decide to cancel a holiday with us due to COVID-19, cancellation charges are payable on a sliding scale, depending on how much notice you give us. If you are insured against COVID-19 cancellation you may be able to recover the charges from your insurers. Alternatively, you can transfer your booking to someone else. Please refer to our T&Cs for more information.

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