Customer Charter

Our promise to you

Customer service and commitment to our customers has been the driving force behind what the Golden Tours 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 charges apply to bookings cancelled within 24 hours.

Theatre tickets, rail trips, lunch and dinner products, overnight tours and attraction tickets cannot be cancelled once booked, unless stated otherwise on the relevant individual product page. 

Cancel your booking and receive a full refund up to 48 hours before your departure time on our Warner Bros Studio Tour London with return transportation products. 

Golden Tours open top bus tours can be cancelled up to midnight (UK time) the night before departure, for a full refund.  
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 [email protected] and we will respond to you within 7 business days.
Being environmentally responsive

We are committed to helping keep the transportation industry sustainable and environmentally friendly, with vehicles that pave the way to a greener future. We champion the widespread adoption of clean and efficient transportation solutions, mitigating the impact of carbon emissions on our planet while ensuring seamless mobility for people and goods.

We prioritize our customers' needs and preferences, providing them with a diverse fleet of environmentally responsible vehicles tailored to your specific requirements. All our coaches are modern with 2019 plates and our buses have average an fleet age of just 5 years. Our coaches are fully emissions compliant with European directive EURO6. Furthermore, all our coaches and buses run on biodiesel and mineral engine oil.

We recognize our responsibility to protect and preserve the environment. We aim to reduce greenhouse gas emissions, air pollution, and dependence on fossil fuels, contributing to a cleaner and healthier planet for generations to come.

Embracing cutting-edge technology and advancements in transportation, we continually strive to push the boundaries of sustainability. Including, the use of a water reclamation plant which enables us to wash our fleet more efficiently and can 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. Our terms and conditions can be viewed here and should be referred to in order to fully understand your rights and our obligations.

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