Customer Charter

Customer service and commitment to our customers has been the driving force behind what the Golden Tours brand stands for. We strive to get it right, first time, every time. Occasionally things do not go as planned. We believe that you have the right to know what level of service you can expect from us all the time, even in those rare moments when we fall short of the very high standards we have set ourselves.

We aim to collectively make a positive contribution to the tourism industry, by highlighting national and international points of interests that are delivered to you in a responsible, insightful and entertaining way.

Offering the best price possible

Our pricing is constantly being updated to ensure that our customers get the best price possible. Golden Tours is committed to providing exceptional value and quality, our prices always includes local taxes in our pricing.

Golden Tours price guarantee is simple, if you find a lower priced tour or an activity by the same operator and priced in the same currency, we will refund the price difference within 72 hours of booking with us

For further information regarding requesting a refund and price guarantee and condition please refer to our Best-Price-Guarantee

Notifying customers of known delays, cancellations and diversions

There may be times when weather, adverse traffic, road closures or events that may lead to delays, cancellations or diversions. When this happens we will make available the most current, accurate information about your booking.

We will:

  • Provide our and other appropriate personnel the information that we know about cancellations and diversions.
  • Explain the reason for the delay, cancellation or diversion based on the information that we have.
  • Make information on known delays, cancellations and diversions available if you call us and on our website.
  • Contact you about cancellations when the event is known as soon as possible before departure, if you have provided us with valid contact information in your booking.

Cancellations and refunds

We permit full refunds for our full and half day coach tours up to 24 hours prior to departure. We will process refunds within 48 hours.

100% cancellation charge applies to bookings cancelled within 24 hours.

Theatre tickets, rail trips, lunch and dinner products, overnight tours, attraction tickets, open top bus tours and Warner Bros studio tours cannot be cancelled once booked.

Assisting and enabling customers with special needs

At Golden Tours we do our best to give all our customers full care and attention, but we do need to know at the time of booking if there are any special needs or requirements. It is particularly important that we are advised of any disabilities and also if you intend to bring any specialist equipment such as a wheelchair with you. If you have a medical condition, please consult your Doctor if you are in doubt about your suitability to travel.

Our branded Warner Bros. Studio Tour buses and all our open top buses have wheelchair access.

At Golden Tours our policy is to maintain and improve the current standards of accessibility to our services for people with disabilities or whose mobility is impaired. We take into account the provisions set out in the Equality Act 2010, and whilst we encourage third party venues, and industry partners to adopt such measures we are unable to guarantee their standard of compliance.

Ensuring responsiveness to customer complaints

We want you to enjoy your experience with us. Sometimes however things do not go according to plan and if you feel that we have not lived up to your expectations, or that we could improve our service in some way. Please let us know by email and we will respond to you within 3 - 5 business days.

Being environmentally responsive

Golden Tours continuously looks for ways to be environmentally friendly. All our coaches are brand new with 2013 plates and our buses have an average fleet age of 7 years. Our coaches are fully emissions compliant with European directive EURO5. Furthermore all our coaches and buses run on biodiesel and mineral engine oil.

Our environmental philosophy also applies to how we operate our transport depot. All waste is either recycled or responsibly disposed. In addition we are in the process of installing a new water reclamation plant that will enable to wash our fleet more efficiently and is able to reuse 70% of water.

The necessary small print

We take our Customer Service Charter very seriously and we aspire to deliver our commitment day after day. However, the Customer Service Charter does not create contractual or legal rights. Our terms and conditions set out these rights and the obligations of both parties when you do business with us. They include and uphold all the rules and laws that we, as a sightseeing and tour company, must operate within.