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FAQs

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Booking FAQS

Q: Can I book a one way ticket?

A: Coach travel is only available to purchase as a return. However, your ticket will remain valid if you choose to travel on one half of the journey.

Q: My location is sold out. What can I do?

A: Please keep an eye on our website for any potential updates.

Q: Can I book on behalf of someone else?

A: It is important that the personal details linked to the account match the lead passengers as we may need to contact them with important updates.

Q: Do I need to add the names of my additional passengers?

A: We only require the full name of the lead passenger.

Q: Can I pay in instalments?

A: Payment plans are available when booking in advance.

Q: When will I receive my coach e-ticket?

A: All coach e-tickets will be emailed to the lead passenger at least two days before the event.

Q: When will I receive my entrance ticket?

A: Your entrance ticket will either be emailed by the event organiser, posted by Royal Mail Secure Delivery, or attached to your coach e-ticket depending on the requirements from the promoter. In all circumstances, you will receive your entrance tickets at least two days before the event. It’s important that the lead passenger’s personal details are up to date before tickets are sent.

Q: How do I update my email address, phone number or home address?

A: If any of your personal details have changed since booking, please contact us with your BGC reference and new details with as much notice before your event as possible.

Q: Can I have a refund of my coach-only booking?

A: Yes, but only if every passenger has opted for FLEXI and the refund request is made at least 10 days prior to the event start date. Please contact us with your BGC reference to proceed.

Q: Can I have a refund of my coach & entrance ticket package?

A: Yes, but only if every passenger has opted for FLEXI and the refund request is made at least 30 days prior to the event start date. Please contact us with your BGC reference to proceed.

Q: I have a coach & entrance ticket package. Can I have a refund of either the coach travel or entrance tickets alone?

A: We cannot process any partial refunds of coach & entrance ticket packages.

Q: Will my entrance ticket remain valid if I choose not to travel by coach?

A: Yes.

Q: I don’t have FLEXI. Can I have a refund?

A: As per our T&Cs, all standard bookings are non-refundable and FLEXI cannot be added after the booking process has been completed.

Q: I opted for Ticketplan. What does that cover?

A: Ticketplan protection covers illness and accidents. You can request a refund from Ticketplan directly if you feel as though your situation is covered by their terms and conditions.

Q: Can I transfer my whole booking to someone else?

A: Yes, if you have not yet received your e-ticket. Please contact us with your BGC reference along with the name, email address, home address and phone number of the new lead booker. Without FLEXI, this will incur a £10 amendment fee which will be charged to the new lead booker’s account. Tickets will not be sent until this fee has been paid.

Q: Can I transfer part of my booking to someone else?

A: No. We cannot split bookings up.

Q: Can I change my pick-up location?

A: Yes, subject to availability. Please contact us with your BGC reference and location request. Without FLEXI, this will incur a £10 amendment fee +/- any fare difference.

Q: I have purchased a coach zone add-on via Ticketmaster. How do I confirm my coach seat?

A: Ticketmaster will email you with discount codes and a step-by-step guide on how to redeem them on our website around 10 weeks prior to the event start date. You must redeem your codes before the specified deadline to be guaranteed a seat on our coach. Please contact Ticketmaster directly if you have not received your discount codes.

Q: I have purchased a coach bundle with my entrance ticket via a third party (including Ticketmaster). What should I do next?

A: Nothing. You will receive a BGC booking confirmation from us via email in the run-up to the event.

Q: Can I request a refund of my coach travel purchased via a third party?

A: No. We are separate companies and therefore have no access to your original payment. You will need to contact your ticket seller directly to discuss this further.

Accessibility

Q: How do I make an accessibility request?

A: Please fill in the accessibility request form with the details of your request with as much notice as possible before your event so that we can have the best chance of meeting your needs.

Coach travel FAQs

Q: Where do I find my departure time and location?

A: All final information is provided in your e-ticket.

Q: What time will I arrive at the event?

A: We do not give out ETAs as we cannot predict unforeseen delays. However, we aim to get customers to all events in time for gates opening.

Q: Where will I get dropped off at the event?

A: The drop-off location, which is allocated to us by the event, is never more than a short walk away from the exit.

Q: I am only using the return part of my ticket. How do I find out where to get picked up from after the event?

A: You must contact us in the week before your event to request the exact pick-up location for your return journey. Without doing so, you run the risk of missing your transport.

Q: What is what3words?

A: We recommend using this online tool which can be used to share and save precise locations.

Q: What time will I arrive back after the event?

A: We do not give out ETAs as we cannot predict unforeseen delays. Due to the nature of event travel, it is impossible for us to give you an estimate that would be accurate enough to plan any onward travel.

Q: Will my coach be direct?

A: Journeys are not always direct and are always subject to change.

Q: Will my party be able to sit together?

A: Seats are allocated on a first come first served basis. For the best chance of sitting together, please arrive promptly to your pick-up location.

Q: Will my coach have a toilet?

A: While a toilet onboard is likely, we cannot always guarantee this.

Q: Will my coach have a USB charging point?

A: We cannot guarantee this.

Q: Can I eat and drink on the coach?

A: Water is always permitted. Other food and soft drinks are down to the discretion of your driver. Alcohol is not permitted onboard and must be stored in the underneath compartment. Drinking alcohol on coaches to and from football games is against the law.

Q: I’m having issues with my coach travel. How do I contact you?

A: For on-the-day travel queries and issues, please follow the contact advice on your e-ticket.

Q: I think I have left something behind on the coach. How do I retrieve it?

A: For all lost property requests, please contact us with your BGC reference and as much detail about the coach you travelled on as possible.

Luggage FAQs

Q: I have a day return coach ticket. Can I leave anything on the vehicle for the return journey?

A: It is recommended that you bring all belongings with you when you leave the coach as we can’t always guarantee you’ll be on the same vehicle for your return journey.

Q: I have a weekend return coach ticket. What is my luggage allowance?

A: You are permitted to bring one large rucksack or medium-sized suitcase, one tent, one camping chair, one sleeping bag and one piece of hand luggage that can fit comfortably on your lap.

Q: Is there an alcohol limit?

A: Yes. Passengers are limited to 8 cans and one bottle/box of alcohol each which must not exceed the luggage allowance.

Q: Can I bring a trolley?

A: No. All trollies, including granny trollies, are strictly not permitted as luggage space on coaches is limited. Drivers reserve the right to refuse your coach travel if you bring a trolley.

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