Frequently asked questions

How do I book?

Please book online through this website, if you experience with booking an excursion or holiday, please do email us at mail@cairngorm-travel.co.uk or use the live chat facility that can be found at the bottom of each page – we are here to help.

Passport and Visa information.

If your excursion or holiday involves travel outside of the UK & you are a British citizen then you must take your passport with you, if you are not a British citizen please check with your own embassy to enquire if you need a visa to travel.

Do I need a passport to travel to Ireland?

UK citizens do not require a passport or visa to enter Ireland, however you will require some form of photographic identification, if you are not a UK citizen, please contact your embassy to see what documents you need to travel.

Do I need travel insurance?

If your excursion or holiday is outside of the UK you should obtain a FREE European Health Insurance Card (EHIC) this will ensure you can obtain medical treatment if you become ill. This is not in replacement to travel insurance, we do strongly recommend you obtain travel insurance to cover your excursion or holiday.

Is there a luggage allowance?

We don’t impose luggage allowances, however we do ask that you are considerate with the amount of luggage you take and each piece of luggage should weigh no more than 20 kilo.

Do your coaches use ferry or Eurotunnel?

Most excursions and holidays travel via ferry, however in some cases we may need to use the Eurotunnel.

Do you offer reserved seats?

Pleased to confirm we do! On very rare occasions we may need to offer you alternative seats, in this case we will contact you to confirm the new arrangements – we will keep families / groups etc seated together to ensure there is no disruption to your excursion or holiday.

I have a disability / reduced mobility, can i sit at the front of the coach?

We do receive lots of request for the front seats, we will always try to allocate these where they are needed the most, if on your excursion or holiday there is a supplement, please rest assured once you have booked, we will happily remove this fee, if you need the front seats and these are already allocated, we will offer the nearest seats possible to the front subject to availability.

Can I drink on your coaches?

Soft drinks – yes, hot drinks – yes providing your drink has a lid on it, Alcohol – unfortunately not, consumption of alcohol is not permitted.

Can i eat food on the coach?

Of course, we only permit passengers to take cold food on the coach for the comfort of other passengers, we do ask that you keep the coach clean and tidy and use the rubbish bags provided.

Can I use E-Cigarettes or smoke on the coach?

Unfortunately not, however the coach will make comfort stops on route.

I have left something on the coach, what can I do?

Please email us mail@cairngorm-travel.co.uk – please provide a clear description of what you have lost, where you was seated on the coach and when / where you travelled to and from – we will do our best to locate your lost property.

How do I complain?

We are extremely sorry to hear you feel the need to make a complaint, please email us mail@cairngorm-travel.co.uk we will acknowledge your complaint within 2 working days and aim to offer a full reply within 14 days, please do provide full details of your complaint.

Is my holiday financially protected?

Of course, to protect your money we are members of the Travel Regulation Insolvency Protection scheme. This protects the Deposit and the balance of the cost of the Trip. It also includes the costs of repatriation arising from the cancellation or curtailment of your travel arrangements due to our insolvency. This insurance has been arranged by Towergate Chapman Stevens through Zurich Insurance plc. In the unlikely event of our insolvency, you must inform Towergate Chapman Stevens immediately on +44 (0)1932 334140 or by email at tcs@towergate.co.uk. Please ensure you retain the Booking Confirmation as evidence of cover.

Can I make special requests?

If you have any special requests for services not included in the excursion or holiday price, for example ground floor bedrooms or special diets - please notify these to us at the time of booking. Please check these are detailed on your holiday documents. We will do our best to provide for your requirement, however, special requests cannot be guaranteed.

Requests for the carriage of wheelchairs will normally be accepted, but may be limited on certain holidays. Requests for the carriage of lightweight motorised scooters/wheelchairs cannot usually be accepted as a result of health & safety legislation.

When do I need to pay?

If you have booked under of our low deposit scheme (normally £1 per person) payments must be made weekly or monthly as set out in the booking terms and conditions.

When will i receive the full itinerary of the excursion or holiday?

We will provide full details 4 weeks prior to travel, this is due to factors sometimes out of our control, we prefer to give the details once they are fixed and confirmed.