FAQ

1. How do I set up an internet account?

Start by clicking "LOG IN" from the top right and follow the on screen instructions.
Please pay careful attention to your email address as this can only be used once and if entered a second time, it will not accept the same email address. Ensure you note your password as this is case sensitive.
If you think you have entered the wrong email address, please send an email to webbookings@edwardscoaches.co.uk to have this corrected BEFORE you proceed.
Once complete, you will see the left hand LOG IN change to LOG OUT.

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2. My Email Address is already in use

Many of you have already registered an email address with us.
Please ensure you have your email address in the EMAIL section and then press "Click here if you have forgotten your password" which will then be sent to your registered email address.
For security purposes, please change this as soon as you are able.

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3. My pick up point is not listed?

There are a number of reasons why this may be the case.
1: The filter only lists the first 25 pick ups closest to your postcode. Click 'Clear Filter' to list all our pick up points.

2: Limited pick up points. This is the complete list available for your chosen departure.

3: Due to operational reasons, the pick up is not available. After we work out particular routes, these are the pick up points that remain available.

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4. I cannot find my pick up point

All our pick up points are listed Alphabetically. If you cannot find it, press your CTRL & F button, which will bring up a search window. Type 1 word from your pick up, EG, Holly and allow the search facility to find it for you.
We have now introduced a filter based on your postcode. Click on filter and it will reveal the closest 5 pick up points to your home address.

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5. Where can I find a list of pick up points?

http://www.booking.edwardscoaches.co.uk/Pickup_Routes

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6. How much Deposit do I have to pay?

Deposits are £50 per person for British and Continental Tours; £95 per person for London Theatre Breaks; £200 for Grand Prix, Disney, Cruise & Flight tours. The full balance is payable 8 - 10 weeks before departure;
* Plus insurance if required

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7. When will I get confirmation of my booking?

You will receive a provisional notification (This is not a Confirmation of Booking) instantly if you book online followed by an emailed Confirmation during office hours or within 7 days if you ring one of our offices. 7 days before you travel, you will receive your travel tickets & luggage labels by post.
Please remember to check ALL DETAILS on your confirmation as we do charge an administration charge for any changes after we send your travel ticket.
If you do NOT receive an email, check your "Junk / Spam" email and be sure to add cardiff@edwardscoaches.co.uk to your address book. Also, please check in your account that you have spelt your email address correctly!
Some clients will not accept attachments.

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8. I am not able to view the insurance or confirmation even though I have Adobe?

Some clients have their security settings at too high a level to accept our emails, or others with email attachments.
We recommend you add us to your address book to accept these emails or for further information, copy this link into your browser and decide how best to manage your security settings : - http://www.microsoft.com/windowsxp/using/web/sp2_oe.mspx

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9. What are "Events" and "LIVE!"?

Events are Special Events, such as a Stadium tour or an event that is not a concert or show.
LIVE! tours are Concerts or shows

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10. Insurance Statement - For those requiring Insurance, please read.

Edwards Coaches Ltd are authorised and regulated by the Financial Services Authority.

Edwards Coaches are Appointed Representatives of Giles Insurance Brokers Ltd. Giles Insurance Brokers Ltd are Authorised and Regulated by the Financial Services Authority.

This is the only insurance product we provide.
Whilst there is no health Warranty, the insurer will not be liable for claims if you, a close business associate, a close relative or any person upon Whose health the trip depends;

a) Is receiving or on a waiting list for surgery, in-patient treatment or investigations in a hospital, clinic or nursing home; or

b) Is suffering from anxiety or depression or from any previously diagnosed psychiatric disorder; or

c) Has received medical treatment as a hospital in-patient during the last six months prior to booking the trip unless he/she have obtained satisfactory medical advice on the advisability of taking the trip: or

d) Is expected to give birth before or within eight weeks of the date of return to their Home; or

e) Is travelling against the advice of a Medical Practitioner for the purposes of obtaining medical treatment abroad; or

f) Has been given a terminal prognosis.


14 day cancellation right - You the customer, have the right to cancel the policy with a full refund within 14 days of receipt of the certificate, as long as no claim has been made or intended.

Complaints procedure - Full details are contained within the policy. `

You must take your travel insurance document with you on the tour!

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11. Door to Door (Home Pick Ups)

For more information, please download our brochure page, which outlines any possible charges. A quote will be given at the time of booking.
http://www.edwardscoaches.co.uk/downloads/summerUK/153%20Pick%20ups.pdf

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12. What is my luggage allowance?

A maximum weight of 18kg per case is allowed. We recommend 1 plastic type suitcase of medium size per person. Please pack a separate bag if your Tour includes overnight stops.
For cruise tours, the maximum weight is 25KG

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13. Can I book specific seats?

No. You can request a specific seat and we will do our utmost to grant your seating request, but we do reserve the right to alter seat allocation dependant on coach size and numbers travelling. If your seats are not together, we will inform you as soon as we are able.
For web bookings, seats are allocated on a seat availability basis and we cannot guarantee that they will be together, though we will do our utmost to arrange seats in office hours. However, normal booking terms and conditions will still apply in regards to cancellation due to seating configuration.

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14. Will you send me a reminder when my balance is due?

No. Your Balance Due Date is printed on your Confirmation and Invoice and you must log in to your account or ring us to pay the balance. If you pay by a credit card, you will have to give us your details again as we do NOT keep credit card details on file.

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15. How can I find out "How much will my holiday cost"?

If you click on "Book now", this will give you a guide price to the cost of your holiday or daytrip. This does not include any additional costs or discounts.

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16. How do I claim my "Loyalty Bonus"

You need to claim your due bonus in the "Request" section and our staff will update this for you.
(PLEASE NOTE: Loyalty bonus is not applicable when taking any other offer.)

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17. Do you have Car Park facilities at your Offices?

Yes, we offer secure car parking. Our depots in Llantwit Fardre and Llansamlet in Swansea are monitored by CCTV. Please state at time of booking if you require this facility as car parking space is limited and may be chargeable.

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18. Can I take a wheelchair/walking frame?

As long as it is a non mechanical chair, then yes but spaces are strictly limited and you MUST inform the reservation staff at the time of booking.
For all mechanical chairs/scooters, you must be Registered Disabled and provide us with your badge number when making this request and these must be flat packed and you must also be able to carry them yourself.
Our drivers reserve the right to refuse to lift these without help.

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19. Are there any extra costs?

Yes, there may be a charge for your pick up on selected Door to Door pick ups depending on the area in which you live. You are advised to ring our office for clarification or see the relevant page of our brochure.

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20. Can I pay my balance online?

If you made your booking online, then you can pay online by logging into your account and selecting your departure and "Pay Balance". You do not need to pay the full amount at this stage, but full payment must be made 56 days prior to your departure.
If you made your reservation through our offices, then you cannot make a payment online.

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21. Dragon Tours & WW

A number of our tours show "Dragon Tour" or "WW". Please be sure to select the correct date which displays this on the relevant departure Date.
Dragon Tour denotes a tour travelling on the Dragon Coach and a WW denotes tours with pick ups from West Wales.

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22. Passport Advice

PASSPORT NOTES AND ADVICE
Although the United Kingdom is part of the European Union (EU), you still need to carry a full British 10-year passport (or five-year child passport if you are under 16 and not on a parent's passport) every time you travel to Europe. This includes day trips and travel by Eurostar. Many countries no longer check passports at their land borders, but they still expect visitors to be able to produce a valid form of identification. For UK travellers this is the British passport.
Remember, your passport will be checked at immigration control when you return to the UK.

When does your passport expire?
Some countries will not let you enter if your passport has less than six months left to run. The rules vary by country.
Belgium - 6 months left on your passport
Croatia - 3 months left on your passport
In the following countries your passport only needs to be valid for the duration of the holiday
Austria - France - Germany - Italy - Netherlands - Poland - Spain - Switzerland - Greece (Crete)

Do I need a passport to travel to the Republic of Ireland?
The Republic of Ireland is classed as being part of the Common Travel Area of the UK so you do not need a passport to enter. Most airlines or ferry services only require satisfactory photographic ID (i.e., your passport, driving licence, etc). We recommended that you take your passport if you have one and that you take care to read any advice the airline or ferry service give you about travelling when you book your tickets.

Useful Advice
Before you leave, make sure that:
* you have filled in details of your next of kin on the last page of your passport
* you have noted down your passport number and its date of issue and have put these details in a safe place, separate from your passport
* you have made a photocopy of your passport details page (usually inside the back cover) and left it with a friend
* you take one other form of photo ID with you
* any children who are travelling on your passport will still be under 16 by the end of your journey (if not, they will need their own passport - a child passport if they are under 16 at the start of their travels and an adult one if they will be 16 before they set out).

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23. Do you sell Gift Vouchers?

Yes, Holiday Gift Vouchers are available in denominations of £10, £25 & £50 and can be redeemed against any of our tours. Please ring our offices to purchase. (These are NOT available online)

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24. Offers

All offers are subject to availability and cannot be combined with any other offer / discounts and our Terms & Conditions apply to all bookings.

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Newtown Industrial Estate, Llantwit Fardre, Pontypridd, CF38 2EE

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