Covid Guarantee

Book in confidence. Travel with trust.

Your money and your safety is protected with our Covid Guarantee
Your booking is automatically protected should you need to amend or move your dates due to Covid-19.

A number of services booked with National Express Transport Solutions automatically benefit from our Covid Guarantee

  • We will rearrange your booking free of charge if you need to change your date of travel due to coronavirus – no strings attached*
  • FREE of charge booking amendments up to 2 days before the date of travel*
  • 100% refund on all bookings that we cancel due to coronavirus*
  • We will always get you home*
  • All bookings that you cancel 8 days or more prior to the date of travel will receive an 80% refund on the cost of the coach hire with remaining 20% being credited on your account with us*
  • FREE ticket freezing & pro-rata refunds for commuter customers
  • NEW flexible bookings terms for packaged coach holidays**
  • Full money-back guarantee on packaged day trips**
covid guarantee

View our Covid Safety page to find out more about our enhanced and new on-board safety measures, views FAQ’s and read our Customer Guidance Pack.

Bookings and travelling during Covid-19… we’ve got you covered

Private coach hire

Find out how we are helping you to book and travel in confidence during the covid-19 pandemic

Commuter services

Ticket freezing options and flexible ticketing to support your new shift pattern

Holidays & day trips

All new flexible booking terms for all customers of the Lucketts Travel Group, part of NETS.

Business travel

Find out how to get in touch to find out how you business travel solution could be impacted

Not ready to book?

No worries! We understand that the idea of booking anything travel-related during these unprecedented times can be nerve-racking. We would love to keep you update with the latest guarantee updates, service updates and special offers.

Don’t worry – there’s no catch. We just want to keep you in the know and we will be ready and waiting to help you on your journey.

Our Covid Guarantee and promise to you in detail…

We will rearrange your booking free of charge / All bookings that you cancel 8 days or more prior to the date of travel will receive an 80% refund

We will rearrange your booking free of charge if you need to change your date of travel due to coronavirus – no strings attached / All bookings that you cancel 8 days or more prior to the date of travel will receive an 80% refund on the cost of the coach hire.

Any hirer who makes a cancellation as a result of CoronaVirus will still be contractually obliged to pay the cancellation fees in accordance with the T&Cs agreed to at the time of booking. These are as follows:
Days prior to cancellation charge:

  • 8 days or more 20%
  • 6-7 days 25%
  • 3-5 days 35%
  • 2 days 50%
  • 1 day 75%
  • Day of Travel 100%

However, we will allow the following adjustments to assist customer requirements during this time:

  1. To avoid forfeiting an amount paid or owed against a booking, you will be given the option to retain the 20% Transport Planning Fee, or any further amount paid, as credit towards the rescheduling of the hire at a later date in 2020/21. The rescheduled hire will require a new quote & may affect the price. There will be no admin fee for the rearranged hire.
  2. For hires that are cancelled with 2 or fewer days left to the date of travel, the hirer will still be required to pay the cost of the driver for the hire.
  3. For all hires that incur additional costs, the hirer will still be required to pay any of these that are not recoverable by the company when rescheduling the hire, including, but not limited to, Driver costs, driver accommodation costs, ferries & crossings, admission tickets, theatre tickets, catering costs, or other ancillary products purchased by the company for the purpose of this hire.
FREE of charge booking amendments up to 2 day before date of travel
  • Standard booking details including pick up date & times, return journey date and times, pick up and drop off locations and passenger numbers can be amended for FREE up to 2 days prior to the initial date of travel. The updated booking will require a new quote & may affect the price. There will be no admin fee for updating these details.
100% refund on all bookings that we cancel due to Coronavirus
  • If National Express Transport Solutions (NETS) stop running private coach hire services due to Government restrictions i.e. travel bans or restricted travel for large group events, NETS will refund 100% of the value already paid for the booking.
  • For all hires that incur additional costs, the hirer will still be required to pay any of these that are not recoverable by the company when rescheduling the hire, including, but not limited to, Driver costs, driver accommodation costs, ferries & crossings, admission tickets, theatre tickets, catering costs, or other ancillary products purchased by the company for the purpose of this hire.
We will always get you home
  • If the full group needs to self-isolate due to contracting coronavirus prior to their return journey, we will rearrange your return journey at no extra cost. Same day rearrangements will incur a charge and the cost of the rearranged hire may also incur a charge
  • If the full group needs to self-isolate due to contracting coronavirus prior to their return journey, the vehicle and driver can stay with the group for the duration of the isolation period. There will be an additional charge incurred for the vehicle and driver to remain with the group.
  • If part of the group needs to isolate due to contracting coronavirus and the remainder of the group will travel on the scheduled return journey, we will arrange a second return journey for the isolating passengers. This will be arranged free of charge and the customer will only be charged for coach hire.**

** All isolating passengers will be required to provide evidence of negative coronavirus tests and must be temperature checked prior to boarding the vehicle.

FREE ticket freezing & pro-rata refunds for commuter customers
  • All customers will have the ability to freeze their commute tickets for free if we are required to suspend our commuter services in line with Government guidelines.
  • For customers who have purchased ticket(s) and no longer require our services, pro-rata refunds are available 
NEW flexible bookings terms for packaged coach holidays

Coach holidays flexible booking terms

All flexible booking terms for coach holidays and day trips end 31/12/20. Flexible booking terms include:

    • Low deposit – Secure your holiday for just £25pp, when you book before 31.12.2020*
    • Book now, pay later – Along with our new low deposit offer, we have extended the deadline for holiday payments. The full balance of your holiday is now due just 4 weeks before departure, valid until 31.12.2020*.
    • Free amendments – Until the end of 2020, you can change or transfer your booking up to 28 days before departure for no extra cost*.
    • New enhanced insurance cover – Our optional travel insurance can include cover for Covid-19 for a small supplement.

*Flexible booking terms are valid for new holiday bookings made by 31.12.2020. Flexible booking terms do not apply to Airtours or Cruise holidays. New low deposit of £25 has been reduced from our standard £75, and is valid for new bookings made by 31.12.2020. Book by 31.12.2020 to qualify for our Book Now, Pay Later offer. Amend your booking for free (normally £5 fee per change) by 31.12.2020. All holidays are subject to availability. Lucketts Travel reserves the right to end this offer at any time.

Full money-back guarantee on packaged day trips

Packaged day trips guarantee

To offer day trip customers peace of mind whilst booking with the Lucketts Travel Group, we are offering a full money-back guarantee if we have to cancel or postpone a trip due to Covid-19. We also offer enhanced Covid-19 insurance cover for European day trips.

*For private coach hire customers only. Does not apply to commuter, contracted services, business travel, coach holidays and day trip customers.

**Packaged coach holidays and day trips are run by the Lucketts Travel Group, part of National Express Transport Solutions.

Not ready to book yet?

No worries! We understand that the idea of booking anything travel-related during these unprecedented times can be nerve-racking. We would love to keep you update with the latest guarantee updates, service updates and special offers. 

Don’t worry – there’s no catch. We just want to keep you in the know and we will be ready and waiting to help you on your journey.

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