Frequently Asked Questions

What do you do to keep me and my group safe?

All our vehicles have safety belts fitted, a mixture of three point and lap belts. Our vehicles are maintained to standards well above the industry requirements and regularly pass their annual MOT tests on first attempt. For further details on how we maintain our vehicles please visit our Fleet Maintenance page. Drivers rest breaks are planned well in advance to ensure they get more than their required rest breaks before undertaking any lengthy/strenuous duties. All our vehicles are checked every morning for defects and should any be found they are either rectified before departing our depot or a substitute vehicle dispatched.

Is there VAT on the price of coach hire?

Coach hire is exempt from VAT therefore there are no extra charges levied.

What size coaches do you have available for hire?

We have minibuses offering 8 – 19 seats, our coaches range from 40 – 71 Seats and our Double Deckers range from 77 – 80 Seats.

How long is my coach hire quotation valid for?

If there are no changes to your requirements, all our quotations are valid for 3 months from time of request.

When is payment required by?

For Coach Hire bookings we require payment 7 days prior to departure unless by prior arrangement with our bookings team. For all Holidays & Day Trips, full payment is required prior to departure. For further details please see our relevant Terms & Conditions.

What insurance policies do you hold?

All our vehicles are covered under our Motor Insurance policy, we also hold valid Public and Employers Liability Insurances. Full details of these are available upon request.

What is your current DVSA Operator Compliance Risk Score (OCRS)?

We have held a Double Green OCRS Score for over 5 years now meaning we have consistently been scored as ‘lowest risk’ for non compliance in regards to vehicle road worthiness (annual MOT and depot inspections) and traffic checks (roadside inspections and drivers hours/tachograph infringements). This is a Driver & Vehicle Standards Agency (DVSA) initiative, further details on how scores are calculated can be found here. For further details of our current OCRS score please contact our Mablethorpe Transport Office.

Can I have my drivers contact information?

We do not give out our drivers personal contact information. However, we have a number of company mobile phones which we issue to our drivers for use on Holidays, Day Trips & Coach Hire Bookings. Should you need to contact your driver whilst using our services, please request these details from him.

How do I cancel my booking?

You may cancel your booking with us at any time by contacting our Mablethorpe Booking office and we may request confirmation of this in writing. Please view our Day Trips , Holiday and Coach Hire Terms and Conditions for details of our cancellations policy.

Am I entitled to a refund?

Please read our Day Trips, Holiday andCoach Hire Terms and Conditions for full details of our refund policies.

Can I make amendments to my booking?

You can contact our Mablethorpe Booking Team at any point up to 24 hours prior to departure to discuss any changes you may require. Our team are incredibly flexible and will endeavour to serve your needs as best as they can. Certain changes may alter the quoted price however these will be discussed and agreed upon with you before being confirmed.

Are your Drivers DBS checked?

All our drivers go through enhanced Disclosure and Barring Service (DBS) checks before starting their employment and every 3 years thereafter. They also undertake Equality & Diversity Training as part of these checks.

What facilities are available on board your coaches?

Each vehicle is different therefore should you have any specific requirements from the coach such as a toilet, TV and DVD Player or reclining seats please ensure these are requested at time of quotation/booking and we will ensure a suitable vehicle is supplied. All facilities are subject to serviceability. For a full list of coach facilities please view our coach hire page.

Can I reserve my coach seat and is there a charge for this?

There is no charge to allocate specific seats at time of booking, this is done on a first come first serve basis. Your seat will remain yours for the duration of the Day Trip/Holiday however seats can only be classed as reserved upon receipt of our minimum required deposit.

How do I receive my ticket/confirmation?

If booking a Day Trip or Holiday online simply print your confirmation or save it on your smart phone and present it to our driver when boarding the coach. For Holidays we will either email or post your confirmation paperwork to you and for Day Trips we shall either email your confirmation or ensure it is available to collect from our Mablethorpe office or from the driver on day of departure.

Can I change my reserved coach seat number?

Should you wish to change your seat number prior to departure please contact our Mablethorpe booking team who will endeavour to move you to your preferred seat subject to availability.

How can I pay for my Day Trip, Holiday or Coach Hire Booking?

We can accept payment for all our services either by Cash, Debit/Credit Card (except American Express), BACS transfer or by cheque. Please note, cheque payments must be cleared before departure.

Is my money protected?

We provide Passenger Protection Insurance which protects all monies paid for Package Holidays in the unlikely event of company insolvency and closure.

Where can I join the coach for Day Trips and Holidays?

All our coach holidays offer a Door to Tour Collection service included in the price of your holiday. You shall be contacted no less that one week prior to departure confirming your collection time and pick up arrangements. Our Day Excursions have set pick up routes and times between Chapel St Leonards, Mablethorpe & Louth which can be found allocated to each excursion listed on our website or in our brochure. Additional pick ups may be available upon request from our Mablethorpe Booking office.

Do you have Car Parking available for Day Trips & Holidays?

Yes, we have a small number of car parking spaces available at our Mablethorpe Depot however we have very limited numbers and must be reserved in advanced on a first come first served basis.

Do you take comfort stops en-route to Day Trip/Holiday destinations?

Yes, we always plan comfort stops when driving time exceeds 2 hours or inline with your drivers Working Time/Drivers Hours regulations.

Where do you drop passengers off at Day Trip/Holiday destinations?

When planning Holiday & Day Trips we always endeavour to drop our passengers in the safest, most convenient and central location available to us. The coach may park elsewhere and not be available during your stay so please check with your driver if you wish to leave any of your personal belongings on the coach.

What time will we arrive at our Day Trip/Holiday Destination?

This can vary depending on a number of factors such as traffic levels or length of journey, however we plan all our Day Trips to arrive at their destination between 11am and midday and Holidays to arrive at pre-allocated hotel check-in time.

How long do we get at a Day Trip/Holiday Destination?

This can vary depending on the itinerary for the day however for most day trips we always endeavour to provide at least 4 hours in any destination. Our Holidays have pre-arranged itinaries and timings are agreed between the driver and his passengers on a day by day basis. Please check this with our Booking Team prior to departure.

Where can I retrieve my lost property from?

We keep lost property for a maximum of 3 weeks which can be retrieved from our Mablethorpe Depot. Please contact our transport office prior to your arrival to ensure we have your item.

What support do you have in place in the event of vehicle breakdown during my Day Trip/Holiday or Coach Hire?

All our vehicles are maintained to standards well above industry requirements however in the unlikely event of our vehicle presenting a technical fault we always have 3 managers available for our driver to contact and allow them to action required processes. We will endeavour to get you moving within 1 hour of initial vehicle fault by either supplying a replacement vehicle, using our extensive contacts in the nationwide coach industry to hire in a replacement vehicle or by our inhouse mechanics/recovery team repairing the vehicle on the roadside.

What is your current DVSA Operator Compliance Risk Score (OCRS)?

We have held a Double Green OCRS Score for over 5 years now meaning we have consistently been scored as ‘lowest risk’ for non compliance in regards to vehicle road worthiness (annual MOT and depot inspections) and traffic checks (roadside inspections and drivers hours/tachograph infringements). This is a Driver & Vehicle Standards Agency (DVSA) initiative, further details on how scores are calculated can be found here. For further details of our current OCRS score please contact our Mablethorpe Transport Office.

Do you accept Mobility Scooters/Wheelchairs on Day Trips/Holiday?

Yes, we are happy to transport small Mobility Scooters and Wheelchairs in the luggage compartments of our coaches by prior agreement with our Mablethorpe Booking Team. Our driver will assist with the loading but should not be required to lift anymore than 15kg. Unfortunaltely, we do not offer wheelchair accessibility into the saloon of the coach. Our driver will be available to assist you upon request.

Grayscroft Coaches, Company Number 00842789
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