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Frequently Asked Questions


Frequently Asked Questions

How safe is my money once the holiday is booked?

The Wilfreda Group are members of the Bonded Coach Holiday Group of the Confederation of Passenger Transport UK Ltd. This is a government approved consumer protection scheme. This ensures that in relation to the coach package holidays described on this website or in our brochure that the clients’ monies are protected by a Bond which may be called upon in the unlikely event of the members Insolvency. Clients are recommended to inspect the current membership certificate at our registered office or alternatively go to www.bch-uk.org or telephone 0207 240 3131 to confirm current membership. All holidays to Jersey by Air are covered under ATOL 0752 and not by the Bonded Coach Holiday Group. All Ocean Cruises are covered under ABTA No. V9945 and not by the Bonded Coach Holiday Group.

How do I make a booking?

You can book online using our easy-to-use search bar on the homepage to find your ideal holiday. Alternatively, you can call our Reservations Team on 01302 330 330. We are open from 9.00am to 5.30pm Monday to Friday, 9.00am to 1.00pm Saturday. Closed Sunday and Bank Holidays.

What is the deposit?

Deposits vary depending on the holiday; either ask our reservations team over the phone or check the deposit amount when booking online. All deposits are non-refundable and non-transferable.

Will you send me a reminder of my balance payment?

No, reminders are not sent out, but the date that your balance is payable is shown on your confirmation notice, so please make a note of this.

Can I pay my balance online?

Yes, just go to www.wilfreda.co.uk/my-account to pay your balance online.

Can I make changes to my booking?

Yes but any amendment to your booking within 6 weeks of departure or once final payment has been received is subject to an amendment fee of £10.00 per person.

When will I receive my travel documents?

You will receive your tickets giving your exact pick-up and return time 7 days before travel.

Will my coach go via an interchange?

The majority of our holidays operate using interchanges. You will be collected from a local joining point and taken by feeder coach to a central interchange. On arrival you will transfer to you tour coach. The same procedure operates in reverse at the end of the holiday. This allows us to offer a wider choice of joining points. It is also possible to make your own way to our interchanges to connect with your tour.

How many pick-ups will there be?

The number of pick-up points will vary from tour to tour, but we try and limit the number of pick-ups to five on most tours, were possible.

Are my seats guaranteed?

Seats on most coach holidays can be reserved at the time of booking; however we cannot take bookings which are conditional on the provision of a specific seat. We try to conform to the seating plans, providing the corresponding seat numbers, however it is not always possible on some tours. We do not allocate seats on the feeder service, or on optional excursions.

Do you charge extra for front seats?

From 2020 onwards, we will be charging a supplement for seat numbers 1, 2, 3, 4, 5, 6, 7, 8 on all holidays. Seat numbers 1, 2, 3, 4 carry a supplement of £5 per person on holidays of 2-4 days and £10 per person on holidays of 5+ days. Seat numbers 5, 6, 7, 8 carry a supplement of £2.50 per person on holidays of 2-4 days and £5 per person on holidays of 5+ days.

What size suitcase can I take?

On coach holidays, you can take one medium sized suitcase per person (max weight 15kgs). We reserve the right to refuse suitcases which exceed the weight limit, or ask you to remove any excess weight. A small holdall may also be taken on-board the coach, any medication should be carried in your hand luggage. On air holidays or cruises, please check your luggage allowance at your time of booking.

Can I make special requests?

If you have any special requests for services not included in the holiday price, for instance low floor bedrooms or walk in showers - you must notify these to us at the time of booking. Please check these are detailed on your holiday confirmation. We will do our best to provide for your requirements, however, special requests cannot be guaranteed.

What do I do if I have special dietary needs?

Passengers are requested to inform us of any food allergies/requests at the time of booking and we will attempt to accommodate them, however special arrangements cannot be guaranteed.

Can I take a wheelchair or scooter?

A limited amount of motorised scooters can be taken, provided they can be broken down to pieces weighing less than 20kg each and can fit in a car boot along with your luggage. You must have an able bodied travel companion to lift your motorised scooter on and off the coach. We regret that the driver is unable to assist due to Health and Safety regulations. Carriage of motorised scooters must be pre-booked at the time of booking and is chargeable at £5.00. Folding manual wheelchairs and walking frames are accepted free of charge. Carriage of manual wheelchairs and walking frames must be pre-booked at the time of booking.

Do the bedrooms have tea/coffee making facilities?

Yes, in the UK, Isle of Man, Ireland and the Channel Islands however, this facility is unfortunately very rarely available in European hotels.

Smoking Policy

We operate a strict no smoking policy on all our coaches including e-cigarettes, but we do have regular comfort breaks.

What is the cancellation policy?

You may cancel your break at any time, but if you do so you will have to pay us cancellation charges based on a scale. When you cancel you must inform us in writing and your cancellation only takes affect from the date we receive your notice in writing, signed by the person who made the booking, together with any travel tickets or vouchers we may have already sent you. Please note that if only part of the booking is cancelled this may mean that the accommodation booked will be under occupied and may result in the remaining guests having to pay any applicable supplements, e.g. changing a double/twin to a single.

What if my tour is cancelled?

If we have to cancel your tour we will let you know as soon as possible, offering an alternative departure or holiday. A full refund will be given if alternative arrangements are not suitable.

Do you sell holiday insurance?

Yes we do sell holiday insurance. When you book with us, please enquire about it then.

What do I do if there is something I do not like while on holiday?

We would encourage you to resolve any issues while you are away, speaking to your driver, hotel staff or other Wilfreda Beehive representative, to ensure that you have the best possible time on holiday. If you do not log an issue whilst away, we will be unable to follow this up on your return.