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Frequently asked questions

How do I make a booking?
Where can I find a booking form?
What methods of payment do you accept?
What currencies do you accept for payment?
Why is there a supplement for single travellers?
How do I cancel my booking?
What happens if I cancel my booking?
What happens if The Cultural Travel Company cancels my trip?
How long before departure can The Cultural Travel Company cancel a trip?
Are flights included?
Can I book flights with you?
Can I book extra nights before and/or after a trip with you?
Can I request a specific room or facilities at the hotel(s)?
Can you assist with dietary restrictions?
What is the typical age of client travelling with you?
Is there an age limit to travel on your trips?
What level of mobility do I need to join your trips?
How many clients will I be travelling with?
What is the minimum number of clients required for a trip to run?
Do I need to arrange travel insurance for my trip?
I am travelling by myself, will I be ok?
What are my options during free time?
What is your relation to Martin Randall Travel?
Do you work with travel agents?
How do I provide feedback or log a complaint?

How do I make a booking?

You can book on our website or call us on +44 (0)20 3370 1988. When you make your booking you must pay a deposit of 10% of the holiday cost per person. In addition, you must send us a signed booking form. Your booking is not confirmed until we have received both your deposit and signed booking form. We will then send you a Booking Confirmation, after which your deposit becomes non-returnable and non-transferable (except in special circumstances mentioned in the Booking Conditions). The balance of the price of your trip must be paid at least 8 weeks before your departure date. We will send you the Final Documents approximately 3 weeks before the departure date. Please note we do not offer optional bookings.

Where can I find the booking form?

You will find our booking form on the website and in our brochure. Please contact us if you need assistance.

What methods of payment do you accept?

Payment can be made on our website, by telephone, bank transfer or cheque (payable to The Cultural Travel Company, with the trip code(s) written on the reverse). We accept American Express, MasterCard, and Visa. Payments by credit card incur an additional processing charge of 2%.

If you pay by bank transfer please include ‘Re: Cultural Travel Company’, your surname and the code of the trip(s) you are booking (e.g. CE123).

Bank Address: Handelsbanken, 2 Chiswick High Road, London, W4 1TH, United Kingdom.
Account Name: Martin Randall Travel Ltd
Bank sort code: 40-51-62
Account number: 24467736
IBAN: GB20 HAND 4051 6224 4677 36
BIC Code: HAND GB22

What currencies do you accept for payment?

You can only pay in pound sterling.

Why is there a supplement for single travellers?

This is because hotel rates are set per room and not per person. We do not add anything to the supplement a hotel charges for single occupancy of a room. For greater comfort we offer double rooms for single use where possible.

How do I cancel my booking?

For legal reasons, we need to receive your cancellation in writing. This can be either by email or post. The cancellation date is the day on which we receive your cancellation in writing.

What happens if I cancel my booking?

After we have received your cancellation in writing, a cancellation fee applies which varies according to the period of notice you give. Up to 57 days before the trip the deposit only is forfeited. Thereafter a percentage of the total cost of the trip will be due. Between 56 and 29 days: 40%. Between 28 and 15 days: 60%. Within 14 days: 100%.

Please note if you cancel a booking in a double or twin room but the person you are sharing your room with is still travelling, that person will be liable to pay the single supplement.

What happens if The Cultural Travel Company cancels the trip?

You will be fully refunded if we cancel a trip. Please refer to our Terms and Conditions for more information.

How long before departure can The Cultural Travel Company cancel a trip?

In the unlikely event we have to cancel a trip, you will be notified at least 8 weeks before the departure date. If running a trip would mean an unjustifiable risk to safety, we may decide to cancel a trip at any time prior to departure.

Are flights included?

No, flights or any other means of transport to get to and from the starting and finishing points of a trip are not included. You have to make your own way to and from the destination, leaving you the flexibility to choose the most convenient and cost-effective way to meet us there.

Can I book flights with you?

No, we do not arrange flights or trains to get to and from the starting and finishing point of our trips. Please contact us if you need travel advice or visit www.google.co.uk/flights to search and compare flights online.

Can I book extra nights before and/or after a trip with you?

Yes, we can check availability and prices with the hotels we work with. Please note we charge an amendment fee or £25 per booking. Some hotels may offer better rates if you book online.

Can I request a specific room or facilities at the hotel(s)?

We will try to accommodate your wishes and certainly pass on your request to the hotels but specific rooms or facilities cannot be guaranteed.

Can you assist with dietary restrictions?

We will do our best to satisfy your dietary requirements. Please let us know your specific wishes at the time of booking and we will ensure hotels and restaurants are informed accordingly.

What is the typical age of client travelling with you?

This being our first season, the average age of our clients may vary. We expect the majority of clients to range from 55 to 75 years old.

Is there an age limit to travel on your trips?

We have not set specific age limits but generally our trips are not suitable for young children.

What level of mobility do I need to join your trips?

Our trips are active and involve plenty of walking, often on uneven surfaces, and standing around. A normal level of fitness should be sufficient to keep up. To measure your fitness, please take these simple self-assessment tests

How many clients will I be travelling with?

Our group size differs per trip but we expect approximately 20 clients per trip. The maximum number of clients we allow on each trip ranges from 25 to 30.

What is the minimum number of clients required for a trip to run?

For the first season, starting from September 2017, we are guaranteeing every departure. That means there is no minimum number of clients required and we will not cancel a trip because of low booking numbers.

Do I need to arrange travel insurance for my trip?

Yes, it is a condition of booking that you have adequate travel insurance. Cover for medical treatment, repatriation, loss of property and cancellation charges must be included –including cover in the unlikely event we having to cancel the trip. Please note we do not provide travel insurance, you must arrange your own. For more information, please refer to www.fitfortravel.nhs.uk and www.nhs.uk/healthcareabroad

I am travelling by myself, will I be ok?

Our trips are perfect for single travellers, and we welcome them on our trips. Our trip assistant will ensure you will not feel left out during independent meals and other free time.

What are my options during free time?

This is time for you to do as you wish; you can explore independently or reflect and rest. Our trip assistant is at hand to recommend sights, activities, shops and restaurants to visit.

What is your relation to Martin Randall Travel?

The Cultural Travel Company is a division of Martin Randall Travel Ltd. Our itineraries are designed in collaboration with them and we draw from their many years of expertise and experience. We also have access to their carefully-recruited pool of speakers.

Do you work with travel agents?

No, we only sell directly to clients.

How do I provide feedback or log a complaint?

To provide feedback about your experience with The Cultural Travel Company, please complete our online feedback form. Alternatively, you can contact us by email or telephone. If you have a complaint and we cannot find a suitable solution, please visit www.abta.com and use their procedure. On their website you will find information about ABTA’s Code of Conduct and assistance in resolving disputes. You can also access the European Commission Online Dispute (ODR) Resolution platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved.