General 

 

QHow do I get a coach hire price?

 

a.     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 0540 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?

 

a.     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?

 

a.     Simply call us on 0191 378 0540, 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?

 

a.     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?

 

a.     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?

 

a.     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 0540.

 

Q. What should I do if I have a complaint?

 

a.     In the event that you wish to lodge a formal complaint about Durham City Coaches we kindly ask that in line with Coach Marque policy, you send it to us in writing either by email or letter.

 

Complaints email: support@durhamcitycoaches.co.uk .

 

Address: Durham City Coaches, Brandon Lane, Brandon, Durham, DH7 8PG 

 

Q. Will the coach have a toilet?

 

a.     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?

 

a.     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

 

 

Voyager Day Excursions

 

 

Q. I want to book a day-excursion, how would I go about this?

 

a.     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 1989 or you can book on our new and improved website.

 

Q. Will I receive a travel ticket upon completion of a booking?

 

a.     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.

 

You will NOT receive a travel ticket through the post in any instance.

 

Q. Will I receive specific seat numbers on a Voyager day excursion?

 

a.     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?

 

a.     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?

 

a.     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?

 

a.     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.  

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