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Important Notes and General Holiday
Information
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This guide contains
important information which, in conjunction with our Fair Trading
Agreement, must be read carefully before you book. These booking
conditions contain some exclusions and limitations of liability. If any part of the conditions proves to be
invalid or unenforceable, the rest of the conditions will remain valid.
Insurance
It is a condition of booking that you & all other members of your party
including infants & children take out a suitable insurance policy for
your travel arrangements as we are unable to accept responsibility for any costs incurred as a result of you not having
adequate insurance. For overseas holidays, if you choose not to take our
insurance & choose a different company, you must tell us so we can record the details. Details of our insurance policy are
available upon booking. Some activities may require additional coverage;
check with your insurance provider. In addition to ensuring that you have private holiday insurance, for customers
travelling within the European Economic Area, it’s recommended you
obtain a European Health Insurance Card. For details visit www.ehic.org.uk. This card is NOT a replacement for adequate travel
insurance & will not satisfy your obligation to secure such insurance.
Luggage
Every effort will be made to look after personal luggage but it is
carried at your own risk. It is your responsibility to see that your
luggage is on the correct coach, vehicle or other mode of transport provided. The responsibility remains with you at pick up
points, custom checks and hotels to ensure that your luggage and
personal luggage is correctly labelled and placed on the correct coach, vehicle or other mode of transport provided. Our personal
holiday insurance includes cover for delayed luggage and personal items.
Please ask us for details.
Hand luggage: You may take 1 item of hand luggage You should be able to
lift this yourself into overhead storage compartments.
Hold/luggage-locker luggage: Luggage will only be accepted if packed &
secured in a suitcase or similar containers & capable of withstanding
reasonable handling. Any passenger presenting luggage insecurely or insufficiently packed, or already damaged, waives
their right to any subsequent claim. You must not include in your hold
luggage – medication, money, jewellery, precious metals, computers, personal electronic devices, negotiable papers,
securities or other valuables, business documents, passports & other
identification documents. The coach operator has no liability for loss or damage to valuable or fragile items packed in hold
luggage however caused. For health & safety reasons, no single item of
luggage should weigh more than 23kg.
Excess luggage: Carriage of all excess luggage is subject to capacity on
the day of departure.
Lost/damaged luggage: if you do not notify us of any loss of your
luggage within 48 hours of the discovery of the loss, we will have no
liability to you. Luggage is carried at your own risk. Our personal holiday insurance includes cover for loss of/damage to luggage.
Please ask us for details.
Labelling of luggage: your luggage must be clearly labelled with your
name, destination, hotel and return drop-off point. Please use the label
provided for this purpose.
Disorderly behaviour
The tour driver has authority over the coach and passengers whilst they
are boarding, alighting and on board. He/she may prevent you from
travelling if you are considered unfit to do so, or if you pose a danger to the vehicle or passengers. The driver will exercise
this right if, for example, you are found to be drunk before or after
boarding, if you smoke on board or use threatening, abusive or insulting words or behaviour. In those circumstances, we, or
the coach operator, at our reasonable discretion, may terminate your
holiday. We will not be responsible for completing your holiday arrangements, nor will we, or the coach operator, be liable
for any refund, compensation or other costs you may have to pay. Please
read our Fair Trading Agreement for more information.
Delays
We believe it’s our responsibility to look after you if your coach is
delayed for reasons other than Force Majeure. We will keep you informed,
& we will provide light refreshments for a delay of 3 - 6hrs, depending on available facilities. If the delay is 6 - 12hrs
we will provide a meal, or vouchers for a meal. For a delay of 12 -
18hrs, we’ll provide overnight accommodation, if this is necessary & possible. If a delay exceeds 12hrs, you are entitled to
cancel your holiday & receive reimbursement of the cost of the coach
element only (this is not a right to reimbursement of the full holiday cost). Our personal holiday insurance policy includes
compensation for major delays. You can buy this when you book your holiday.
Infants
Due to the nature of coach holidays, we do not recommend travel for
infants although we are happy to carry infants on family breaks for
example: family theme parks and Butlins holidays.
Infants are 3 years and under. Infants must sit on an adult’s lap with
the seat belt secured around the adult or as laid down under legislation
at the time of travel. If an additional seat has been
purchased for an infant, a car seat can be used, as long as it has a
proper restraining harness. You must bring your own car seat. It should
be in good condition and must conform to British
Safety standards. We cannot guarantee that the car seat will fit the
coach seat and/or safety belt. The carriage of car seats is at the
discretion of the coach operator. Infants cannot be carried on
feeder services. We recommend you bring your own travel cot as some
hoteliers cannot guarantee that there will be a cot available on the
date you arrive. Bear in mind that no extra luggage allowance is given for cots. Hoteliers may charge extra for cots and
meals.
Medical Conditions
If you have a medical condition, serious illness, recently undergone
surgery, or have suffered a recent accident, you must be cleared for
travel by your GP.
Wheelchairs
We will accept lightweight wheelchairs for travel, subject to them being
able to be folded and stowed away in the luggage hold of the coach. We
regret we are unable to accept wheelchairs
which are over 20kg in weight. We MUST be advised at the time of booking
that a folding wheelchair is being taken. Some resorts/attractions may
not be suitable for the disabled or passengers
with walking difficulties (please contact our office for further
details). Dismantled, dry-cell battery powered wheelchairs may be
carried if pre-booked and subject to availability. They must be
easily stored in an upright position when collapsed for carriage.
Battery terminals must be protected against short circuit. You should
bring the operating instructions of your wheelchair & you
must be able to disconnect the batteries if the power cannot be switched
off. We recommend that customers have insurance cover for the full
replacement value of their wheelchair. You or a
member of your party must be able to assist in the handling of the
wheelchair in and out of the coach luggage hold. Wheelchairs are carried
entirely at your own risk. Please note, occasionally,
inclusions such as stately homes do not offer full access to
wheelchairs. We accept no responsibility for this and suggest you
contact the relevant bodies directly.
Travelling while pregnant
If you are pregnant you should check with your doctor that it is safe
for you to travel and to take part in tour activities and inclusions.
Please check your travel insurance policy for any restrictions
that apply to travelling whilst pregnant as many policies cover only up
to the 28th week.
All Inclusive, Inclusive, Free Bar and Drinks Inclusive Holidays
These terms are used loosely and you should check actual inclusions in
the individual holiday descriptions. Local laws on the minimum age for
alcohol consumption will apply. Times for free drinks, meals & snacks can vary. Your All Inclusive package may not
include bottled mineral water & specific (e.g. imported or branded)
drinks. A la carte meals may not be included. Some restaurants require reservations & are subject to availability. Not all
bars & restaurants operate on an All Inclusive basis. Cash bars may
operate once All Inclusive bars close. Hotels can refuse to serve alcohol to guests who, in their judgement, are intoxicated. For
a full description of what’s included, see the individual holiday description.
Excursions and attractions
We will endeavour to fulfil all excursions as described in the holiday
description. However, we reserve the right to change the venue or
destination or cancel the excursion where necessary, for example: due to adverse weather conditions or due to closure of historic
houses or attractions. Where possible, suitable alternatives will be
provided, in keeping with the tour. In the event of an excursion being changed or withdrawn, it will not be deemed to be a
major change on the holiday and will not be accepted as a reason for
cancellation nor will consideration to compensation be given. Channel crossings are by tunnel or ferry. We reserve the right to
use, or change to, either without notice. We expressly reserve the right
to prevent you from participating in the excursions we provide, whether pre-booked or purchased in resort, if, in the
opinion of our staff or those of the excursion provider, you are either
unsuited to undertake the excursion, or if you appear to be under the influence of drugs or alcohol. In these circumstances no
refund will be offered.
Other notes
Public holidays & religious festivals may affect the availability of
resort & hotel facilities. The tourist office for your chosen
destination can provide details.
Departure times: Your final travel ticket will show the final departure
details. We will not consider refunds or compensation for late arrivals
at a coach joining point or excursion joining point.
Meal service: May change from buffet to waiter service, or vice versa.
Coach seat numbers: May be changed for operational reasons.
Sea views: May be partly blocked by trees from both public & guest
rooms.
Pool views: May either look directly onto or have a side view of the
pool.
Balconies: If your accommodation is described as having a balcony, this
will be a terrace if your room is on the ground floor.
Sea views and supplements: Occasionally, hotels charge for sea-views or
premium rooms. Where these have been paid for in advance, every effort
will be made to secure the required request.
However, we cannot guarantee availability and, if on arrival at a
destination, the request is not fulfilled, Leisuretime’s sole liability
will be the refund of the supplement paid.
Hotel ratings: Tourist classifications are based on information provided
by the hotels at the time of going to press. Occasionally, the hotel may
de-classify. This is not a sign in change of standard or loss in quality but is generally due to a corporate decision. Ratings
are indicative of facilities e.g. hairdryers, night porters etc. and not
necessarily of superiority in standards.
Hotel facilities: Some hotels offer facilities such beauty treatments.
These are not included in the cost of your holiday and pre-booking
direct with the hotel is necessary.
En-suite: Where facilities include en-suite, either a bath or a shower
may be provided. If a bath and a shower is provided, the shower may be
an over-bath shower.
Family & 4-bedded rooms: These may not be larger than standard rooms.
Single rooms: Even if you have paid a supplement, single rooms may be
smaller than double rooms.
Single room supplements: We endeavour to contract single rooms without
supplement but even when we do, the number of single rooms is limited.
When we have reached this limit, we may be able to offer you a single room at an additional charge. Once you have
accepted this additional charge, we are unable to refund this charge.
Alcohol & smoking: You may not drink alcohol on a coach. All coaches are
non-smoking. You may not consume your own alcohol at the hotel. Most
hotels are non-smoking throughout. Some hotels have designated smoking areas. Failure to comply may result in
you & your party being denied hotel access or boarding of the coach.
Seat belts: It is a LEGAL REQUIREMENT for all coach passengers to wear
safety belts where these are fitted to the vehicle. We will not consider
compensation should you and/or a member of your party not be seated with your seat belt fastened whilst the vehicle
is in motion.
Passenger transfers & feeder services: to enable a wider selection of
departure points, you may be required to change coaches at a central
service area. If a feeder service is a ‘free of charge’ service we will not consider claims for compensation, refunds or payment
for alternative methods of transport due to delays with and outbound or
return feeder service. If this service is ‘paid for’ service, we will only consider claims for compensation, refunds or
payment for alternative methods of transport due to delays with and
outbound or return feeder service up to the value of the amount paid to us for the service.
Special requests: We will always do our best to meet your requirements
BUT NO GUARANTEE IS GIVEN as this does not form part of your holiday
contract.
Building Work: From time to time, building work & its associated noise
is unavoidable in a resort. We do not control such work, & we do not
always receive advance notice of when it will begin.
Roads & pathways in some countries may not be up to the standard found
in the UK, therefore please be aware that some roads & paths may be
uneven.
Check in/out: On the last day of your holiday, you may have to leave
your room before or after breakfast so it can be prepared for the next
guests. Check-in time is usually 3 - 4pm.
Extra local charges: Some accommodation facilities may incur extra local
charges. For example, you’ll often need to pay to use the safety deposit
box in your room. Where facilities such as sports, beauty treatments & tuition are included in your holiday price,
these will carry a limit as to the number of sessions that can be taken.
A la carte meals may not be included in your holiday price even if you have booked half board, full board or all inclusive.
Meal Arrangements: Main meals referred to in hotel descriptions are
lunch & dinner - usually in the hotel’s main restaurant or in a function
room reserved for groups. Use of other restaurants (including à la carte) may incur a supplement. Where a number of
restaurants are stated, not all will necessarily be open at the same
time. Full board plus means breakfast, lunch (sometimes packed) & dinner. Half board means breakfast & dinner. Breakfast on the
Continent is usually Continental style. Infant meals are usually payable
locally.
Dress Code: Most hotels require gentlemen to wear long trousers & shoes
for dinner.
On-site Facilities: On occasions, a number of facilities within a
complex may be under separate management, & may close without notice.
Where a hotel features an on-site bar a certain level of noise must be expected.
Put-u-up Beds: Put-u-up beds are only advised for those aged 16 & under.
Floor space may be reduced due to a put-u-up bed being set up in the
room.
Single Rooms: Single rooms & twin bedded rooms for sole occupancy are
available in most hotels, although demand for single rooms always
exceeds availability. Single rooms may be inferior in both size & location. If a single person occupies a double room they
will usually be asked to pay an additional supplement. Hotels price
their rooms as doubles or family rooms & they do not reduce the rates a rooms has sole occupancy. The costs to the hotel of
providing the room - heating, lighting, cleaning etc. are the same
regardless of how many people occupy that room. The prices we charge reflect the costs of under occupancy of the rooms
contracted to us.
Our Prices, Offers and Group Travel
Prices
Brochure prices were accurate at the time the brochure was printed. We
reserve the right to change holiday prices throughout the season
depending on the availability of places. Prices include a cost for fuel that was estimated at the time of printing. We reserve the
right to add a fuel supplement to holiday prices. We may also change the
price of insurance.
Exchange rates: The price of your holiday in the latest edition brochure
was calculated using the exchange rate quoted in the ‘Financial Times
Guide to World Currencies’ on 02 January 2010 of Pound Sterling 1.00 = Euro 1.1283.
What’s included
The basic holiday cost in the panels includes the following: Return
coach travel from your selected coach joining point; Accommodation &
meals as confirmed on your invoice and/or the holiday description; Luggage allowance; Excursions as stated in the holiday
description; Estimated fuel costs; All obligatory hotel service charges
& taxes; VAT on all holidays at the current rate.
Reduced child prices: Reduced prices for 1st & 2nd children only apply
to children sharing a hotel room with 2 full-fare-paying adults.
Children not sharing with at least 2 adults pay the adult price. Children are aged 3-12yrs inclusive in unless otherwise stated in
the hotel description.
Group Travel Conditions: Great savings for groups of 10 or more.
Group discounts are based on the number of passengers travelling; Group
discounts are available to adults only on groups of 10 or more; All
members of the group must travel on the same date, for the same duration & to the same accommodation; Payment must be
made by the group organiser in a maximum of 4 payments. Group discounts
may not be available in conjunction with any other offers featured in this brochure or at time of booking.
All group discounts are subject to availability & the normal booking
conditions, & may be withdrawn at any time; Cancellations within the group will incur standard cancellation charges & may result
in the loss or reduction of discounts; Your group can request its own
transport no additional charge (for groups of 35 or more).
Travel Advice
For the most up to date information ask us or your travel agent for
further information on any travel restrictions, entry & stay
requirements, visa & travel advice to your particular destination.
Customs Information: A customs guide for travellers entering the UK can
be obtained from the Customs & Excise National Advice Service on 0845
010 9000 or at www.hmce.gov.uk.
Inoculations: It is the responsibility of all passengers to ensure that
prior to travel they have taken the necessary health precautions
applicable to their chosen destination. Advice about destinations can change, therefore please consult with your doctor at
least 2 months before your departure, as some treatments should begin
well in advance of travel. Other sources of information include the Department of Health’s free leaflet Health
Advice for Travellers (0800 555 777), your doctor, a specialist travel
clinic or MASTA (Medical Advisory Services for Travellers Abroad 0208 994 9874).
Local taxes & visas: Some countries/islands make a charge on every
visiting tourist. This charge has to be paid by each person, sometimes
to the hotelier, sometimes at the local airport on arrival or departure. It is unlikely that you will have to pay any
additional charge on a Leisuretime holiday.
Local Laws: In some destinations, local laws & religious customs can
lead to the withdrawal of certain facilities. You should also be aware
drinking & gambling ages vary by destination.
Passports & Entry Requirements: For the latest details of any travel
restrictions, entry & stay requirements, visa & travel advice to your
particular destination, visit the Foreign Office website at www.fco.gov.uk/travel or call 0845 850 2829 & visit the Passport Service
website at www.ips.gov.uk for passport information before booking or
travelling. Holders of non-UK passports should always check with their embassy, high commission or consulate before
booking.
Passport names & name changes: The name on the passport must match the
name on the ticket, otherwise you may not be able to travel & insurances
may be invalid. If someone in your party changes their name after the booking is made, you must tell us
immediately so we can issue the ticket in the new name. If you’ve
already received the ticket, simply return it & we’ll reissue one in the correct name (an amendment fee will be applicable).
Safety First: We take reasonable care to make sure that the services
which make up the holidays advertised by us are provided by efficient &
reputable businesses. These businesses should follow the local & national laws & regulations of the country where they
are provided. However, overseas safety standards are generally lower
than in the UK, for example, few hotels meet EC fire safety recommendations even in Europe. Usually we cannot make
changes to facilities developed in accordance with these local
standards.
Excursion Safety: We work with excursion suppliers to ensure they
operate to appropriate safety standards. If you use an alternative
supplier, this will be at your own risk.
Health & Hygiene: We promote good hygiene practices within hotels, but
the hygiene standards, particularly in some countries may be lower than
in the UK. Extra care should be taken by pregnant women, infants & the elderly. It may be advisable to consult
your GP before booking if you have concerns.
Language Assistance: In the event of guests requiring police or hospital
assistance we will do our utmost to assist but we do not provide
official translation/interpretation services. You must ensure you have adequate personal holiday insurance.
Mobility: Whilst our hotels are obliged to comply with local health &
safety standards, & many offer ramps & specially adapted rooms, if you
have particular concerns regarding your mobility, you are advised to contact us for information on the suitability of the
accommodation you have in mind, prior to booking.
Swimming Pool & Beach Safety: It’s unlikely the pool or beach in your
holiday accommodation will have a lifeguard. Children must always be
accompanied by an adult in the pool, including children’s pools & surrounding areas including any beach. Familiarise
yourself with any flag warning systems in operation on local beaches, &
take into account local conditions. Always check swimming conditions.
Special Needs: Let us know in advance if you require any special
arrangements. If you fail to pre-book your wheelchair, we reserve the
right to refuse to carry it. If the extent of your disability is such that you cannot get on and off the coach unaided then we reserve
the right to refuse to carry you.
Information about You
Your Information: This refers to information such as your name, contact
details, travel preferences & special needs/disabilities/dietary
requirements that is supplied to us, including any information about other persons on your booking relating to the same
(‘your information’). Your information is collected when you request
information from us, contact us (& vice versa) or make a booking with us. You are responsible for ensuring that other members of
your party are aware of the content of our Privacy Policy & consent to
your acting on their behalf in all your dealings with us. We will update your information whenever we get the opportunity to
keep it current, accurate & complete.
Our Use of Your Information: (1) For the purpose of providing you with
our services, including your holiday or insurance, etc., we may disclose
your information to our service providers. In order for you to travel overseas, it may be mandatory (as requested government
authorities at the point(s) of departure &/or destination) to disclose
your information for immigration, security & antiterrorism purposes, or any other purposes which they determine appropriate. Even
if not mandatory, we may exercise our discretion to assist where
appropriate. (2) We may collect & use your information for the purposes set out by the Office of the Information
Commissioner. We may also disclose your information to companies who act
as ‘data processors’ on our behalf, or to our service providers’ operating systems or business functions on our
behalf, some of whom are outside the UK/EEA. These purposes include
administration, providing services (& contacting you where necessary), customer care, improving our service, business
management & operation, re-organisation/structuring/sale of our
business, risk assessment, security & crime prevention/detection, research & analysis, marketing, monitoring,
measuring & assessing customer purchasing preferences & trends, dispute
resolution, credit checking & debt collection. (3) Some of your information (such as health or religion) may be considered
‘sensitive personal data’ under the Data Protection Act 1998. We collect it to cater to your needs or act in your interest, & we are
only prepared to accept sensitive personal data from you on the
condition that we have your positive consent. By booking with us you
also agree for your insurers, their agents & medical staff to disclose information (which may contain sensitive
personal data) to us in circumstances where we need to act in the
interest of everyone in the group. For example, if your illness at resort is infectious we may need to make special arrangements for you
& also ensure that you do not return with the group immediately. If you
do not agree to Our Use of Your Information above, we cannot do business with you or accept your booking.
Direct Marketing Material: (1) We may from time to time contact you with
information on offers of goods & services, brochures, new products,
forthcoming events or competitions from our holiday company. Our websites will assume you to agree to e-communications when
you make a booking. You will be given the opportunity on every
e-communication we send you to indicate that you no longer wish to receive our direct marketing material. (2) You may
indicate your preference regarding receiving 3rd party direct marketing
material. (3) If do not wish to receive such information or would like to change your preference, please refer to point (2) of
‘Your Rights’ below.
Your Rights: (1) You have the right to ask in writing for a copy of the
information we hold about you (for which we may charge a fee) & to
correct any inaccuracies in your information. (2) You have the right to ask in writing not to receive direct marketing
material about our products & services. If the following facilities are
available, you can amend your previous preference on our website(s), using our ‘unsubscribe email’ or in literature which you
subsequently return to us. Once properly notified by you, we will take
steps to stop using your information in this way.
Foreign Controls: Outside the European Economic Area (EEA), note that
controls on data protection in such countries may not be as strong as
the legal requirements in this country.
Use of Tools, “Cookies” & Links to Other Websites: If our contact &
dealing with you is via our website(s), we may use ‘cookies’. Cookies
allow us to identify your computer but not you personally. You can set your web browser to refuse cookies. However, you
may not be able to enjoy all the facilities or book via our website if
you do so. We collect information relating to customer trends & patterns & use cookies & software tools to measure
site usage & related information. If you’re making a purchase, we may
use cookies to keep track of the transaction from one web page to another. Our website(s) may contain links to the privacy
policies of those websites. It’s your responsibility to check these
sites.
Monitoring: To ensure that we carry out your instructions accurately, to
help improve our service & in the interest of security, we may monitor
&/or record: (1) your telephone calls; (2) customer activities using CCTV recording equipment in & around our premises; &
(3) customer transactions & activities on our website. All recordings
are & shall remain our sole property.
Security Statement: We have taken all reasonable steps to have in place
appropriate security measures to protect your information.
Changes to this Policy: Any changes to this Policy will be either posted
on our website, in our brochure &/or made available on request.
Data Protection Policy: To ensure that your holiday runs smoothly, we (&
your travel agent, if you use one) need to use information such as your
name & address, special needs, dietary requirements, etc. We will apply appropriate security measures to
protect this data. However, we must pass it to suppliers of your travel
arrangements, including hotels & transport companies.
We may also supply it to security or credit checking companies, & to
public authorities such as customs & immigration. If your holiday is
outside the European Economic Area (EEA), controls on data protection in your destination may not be as strict as in the UK.
We will only pass data, including sensitive information regarding
disabilities or dietary & religious requirements, to people responsible for your travel arrangements. If we cannot pass this
information to the relevant suppliers, in the EEA or elsewhere, we
cannot provide your booking. When you make this booking, you consent to this information being passed to the relevant people.
Information held by your travel agent is subject to that company’s own
data protection policy.
Help & Assistance
Pre Travel Services
If you wish to contact us before you travel, you can do so on one of the
following telephone numbers:
Bookings, Amendments or General Enquiries: 029 2025 7777
Groups – 10 passengers or more: 029 2025 7777
Alternatively you can e-mail us at mail@leisuretime.co.uk or write to us
at the following address, including your booking reference details, if
applicable:
Pre Travel Services, Leisuretime, South Gate House, Wood Street, Cardiff
CF10 1EW
After Travel Services
If you wish to contact us when you return from your holiday you can do
so by writing to us at the following address, including your booking
reference, destination and date of travel:
After Travel Services, Leisuretime, South Gate House, Wood Street,
Cardiff CF10 1EW
Travel Agent Support
If you’re a Travel Agent & require support please contact us on:
Agent Reservations & Administration 029 2025 7777
Group Bookings 029 2025 7777 |
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Fair Trading Agreement
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OUR AGREEMENT WITH YOU
Leisuretime and The Coach Holiday Shop are trading divisions of Leisure
Time (Wales) Limited, Company Number 3182743, having its Registered
Office address at South Gate House, Wood
Street, Cardiff CF10 1EW. This Fair Trading Agreement sets out what you
are legally entitled to expect from us when you buy our travel services.
Those travel services are as advertised by us
but may also have restrictions as set out in the holiday description.
This Fair Trading Agreement applies to all holidays sold by Leisuretime
and should be read carefully before you book in
conjunction with ‘Important Notes and General Holiday Information’, the
content of which may affect your holiday arrangements made by us.
This Fair Trading Agreement sets out clearly and simply the
responsibilities which we have to you and in turn you have to us when a
contract is made between us. The contract is made when
you or your agent asks us to make a booking and we accept it by written
confirmation of the terms set out in this agreement. Your obligation is
to pay the price of the holiday or to have to make a
cancellation. Our obligation to provide you with the holiday you have
booked. Our specification of that holiday is clearly stated in the
brochure or flyer and our terms are clearly stated here.
By asking us or your travel agent to confirm your booking, you are
accepting on behalf of all persons travelling on your booking that the
terms of this Agreement, which incorporate the
information, restrictions and obligations set out in our holiday
descriptions and the conditions of any terms and conditions of carriage
constitute the entire agreement between us with regard to
your booking and your travel arrangements. You also consent to our
processing personal information about you and other members of your
party. Where the context permits, reference to ‘you’
and ‘your’ will include you and all persons travelling on this booking.
Your contract with us shall be governed by and construed in accordance
with the law of England and Wales. You agree to
submit to the exclusive jurisdiction of the courts of England and Wales
over any claim or matter arising under or in connection with your
contract with us.
1. Your travel booking
Whether you book alone or as a group, we will only deal with the lead
booking name in all subsequent correspondence, including changes,
amendments & cancellations. You must be at least 18
years old at the time of booking & possess the legal capacity &
authority to book as the lead name & travel on holidays with us & take
up the offers advertised by us if they are still available. You
are responsible for ensuring the accuracy of the personal details or any
other information supplied in respect of yourself & any other person
travelling on the booking & for passing on any
information regarding the booking or any changes made in relation
thereto, to all persons travelling on the said booking, including but
not limited to information on schedule changes or copies of
booking confirmations. In addition, you are also responsible for (a)
notifying us prior to the time of booking of any personal circumstances
& needs pertaining to a person included in the booking
including, without limitation, whether any such person is not self
reliant or is a person with reduced mobility – for example if you, or a
member of your party, have difficulty in walking 100 metres
or climbing a flight of stairs unaided; & (b) notifying us at any time
from the time of booking until 48 hours prior to departure by calling us
if any person travelling on the booking has ceased to be
self reliant or a person with reduced mobility or if a person previously
reported to be with reduced mobility or as not being self reliant does
no longer fall into either category. It is a condition of
your booking with us that you & all other members of your party,
including infants & children, are adequately insured on holiday. Any
person who is under 18 years old must be accompanied by
an adult on his or her journey. There may be other restrictions &
conditions on some offers, but these are explained in the details of
those offers. When you or (if you are booking through a travel
agent) your travel agent asks for your booking to be confirmed, we will
confirm the booking there & then. Next, we will send you or your travel
agent a Confirmation Invoice. If there is any change
to any of the details discussed at the time of booking, before the
Confirmation Invoice is issued, we will notify you of any new or changed
details, including a change to the total price (if any). If
any detail on the Confirmation Invoice is not correct tell us or your
travel agent immediately. If there is an obvious error on the
Confirmation Invoice we reserve the right to correct it as soon as
we become aware of it and no later than 7 days before you go. The
contractual terms of this Fair Trading Agreement apply between you & us
because you have chosen a Package Holiday with
us (hereafter, a “holiday”) which is a ‘package’ within the meaning of
The Package Travel, Package Holidays & Package Tours Regulations 1992 &
will enjoy the benefits conferred by it.
Excursions or other tours that you may choose to book or pay for whilst
you are on holiday, whether or not booked through one of our official
representatives, are not part of your package
holiday provided by us. In the unlikely event of our insolvency, the
BAWTA Repatriation Scheme will ensure that you are not stranded abroad.
In the event that our costs increase as a result of
the changes made by the government, we reserve the right to adjust the
prices shown in this brochure to reflect those changes in costs.
2. The Price You Pay
All prices we advertise are accurate at the date published, but we
reserve the right to change any of those prices from time to time.
Prices include a cost for fuel that was estimated at the date of
this publication. We reserve the right to add a fuel supplement to
holiday prices should this increase after the date of this publication.
We reserve the right to increase the price of your holiday
after you have booked but no later than 30 days before the departure
date stipulated & will forward an Amendment Invoice reflecting any
changes made. After a Confirmation Invoice has been
sent to you, any increase to your holiday price will be as the result of
changes in our costs of supplying your holiday resulting from
transportation charges, (fuel & other transport charges which
form part of our contract with the transport provider), currency
fluctuations & government action. An administration charge & any
relevant travel agent’s commission is included within these
amounts. If the increase would be 2% or less of the holiday price shown
on your Confirmation Invoice (excluding insurance premiums & any
amendment charges), we will absorb the changes in
our costs described above & will only pass on any increase above that
level. If the increase is more than 10% of the holiday price (calculated
as above), then: –
1. You may cancel your holiday booking within 14 days of the Amendment
Invoice date & receive a refund of all monies paid to us except any
amendment charges; we will only consider an
appropriate refund of insurance premium paid if you can show us that you
are unable to transfer or re-use your policy; & 2. the increase will be
considered a Major Change as described in
section 4 below &, unless you choose to cancel under paragraph 1 above,
you will be entitled to the alternatives set out in section 4 for those
circumstances, but in either case you will receive
compensation in accordance with section 4.
The price quoted on the last Amendment Invoice issued is guaranteed,
unless you change your holiday booking. Any increases in our costs which
occur after the last Amendment Invoice has
been sent will be borne by us. Should you instruct your credit/debit
card company to ‘charge back’ any payment(s) properly due from you in
respect of your booking, we will charge you an
administrative fee of £10 per incident & associated costs. We further
reserve the right to cancel your booking &/or take legal action against
you for all outstanding payment(s).
3. If we cancel your booking
We aim to provide your holiday as booked. But if, for example, there are
not enough people booked on your holiday, we may cancel it. We reserve
the right to cancel your holiday in any
circumstances but if we cancel your holiday you can either have a refund
or accept a replacement holiday from us of equivalent or closely similar
standard & price (if one is available). This shall
be the limit of our responsibility to you. Should you choose to accept
an alternative holiday, the terms & conditions of your holiday will not
change & these conditions will still apply to your
booking. We will not cancel your holiday less than 7 days before you go,
unless this is the result of one of the events in the ‘Important note –
events beyond our control’. If we do cancel your
holiday within 7 days before you go, we will pay you compensation of £10
per person, (unless we cancel your holiday because you do not pay us the
balance of the holiday price or because of
one of the events listed in the ‘Important note – events beyond our
control’).
4. If we change your booking details
We hope that we will not have to make any change to your holiday but,
because our holidays are planned many months in advance, we sometimes do
need to make changes. We reserve the
right to do this at any time. We will let you or your travel agent know
about any important changes when you book. If you have already booked,
we will let you know as soon as we can, if there is
time before your departure. Departure times shown by us are for guidance
only & may change. Your Confirmation Invoice will show the latest
planned timings. Your actual departure time will be
shown on your ticket, which you should check carefully as soon as you
receive it.
Major changes to your holiday
Occasionally, we have to make major changes to your holiday with us.
Major changes are those which significantly alter an essential term of
this contract, such as price (if price changes allowed
in contract), location of resort or quality of main hotel (not including
single overnight hotels on tours). If we tell you about any of these
changes after we have confirmed your holiday booking, you
may either:
- accept the new arrangements offered by us; or
- accept a replacement holiday from us of equivalent or closely similar
standard & price, if one is available; or
- cancel your holiday with us & receive a full refund of all monies
paid.
Either way, we will pay you compensation, using the Compensation table
shown, unless the change is for reasons beyond our control (see the
`Important note – events beyond our control’) &
we will always refund the difference in price if the replacement holiday
is of a lower standard & price. Major changes to your holiday for which
we will pay compensation, unless the change is for
reasons beyond our control (see `Important note - events beyond our
control’), using the scale shown, may include the following changes: a
significant change of destination; a change in
accommodation to that of a lower category, a change in the time of your
departure by more than 12 hours, a change of departure point. This
standard payment will not affect your statutory or
other legal rights. We will only make one payment for each
full-fare-paying adult in the holiday booking. Any children not paying
the full adult fare will receive 50% of these amounts.
If the change is not acceptable to you
If any major change indicated above is not acceptable to you, you can
cancel your holiday booking. In this case, we will refund all the money
you have paid us & will pay you compensation, as
shown, depending on how many days before your holiday we tell you about
this change unless the change is for reasons beyond our control (see
`Important note - events beyond our control’).
This standard payment will not affect your statutory or other legal
rights.
Any compensation payable will be on these scales based on how many days
before your booked holiday departure we tell you of a major change.
Period before departure when a Major Change is notified Compensation
payable per person
More than 42 days nil
42-29 days £5.00
28-15 days £10
14-8 days £15
7-0 days £20
Important note – events beyond our control
Events beyond our control include: war, threat of war, riots, civil
disturbances, terrorist activity, industrial disputes, natural & nuclear
disasters, fire, epidemics, health risks, technical problems
with transport (including changes due to rescheduling or cancellation by
an airline or a coach operator) for reasons beyond our control or that
of our suppliers; closed or congested airports or
ports, hurricanes & other actual or potential severe weather conditions,
& any other similar events. Please ensure that you are adequately
insured.
5. Our responsibility for your holiday
We will arrange for you to receive the services that make up the holiday
that you choose & that we confirm. These services will be provided
either directly by us or through independent suppliers
contracted by us. We are responsible for making sure that each part of
the holiday you book with us is provided to a reasonable standard & as
was advertised by us (or as changed & accepted
by you). If any part of your holiday is not provided as described, we
will pay you appropriate compensation unless this is due to reasons
beyond our control (see `Important note – events beyond
our control’). We have taken all reasonable care to make sure that all
the services which make up the holidays advertised by us are provided by
efficient & reputable businesses. These
businesses should follow the local & national laws & regulations of the
country where they are provided. However, overseas safety standards are
generally lower than in the UK, for example few
hotels yet meet EC fire safety recommendations even in Europe. Please
remember that some amenities (e.g. lifts, swimming pools etc.) require
cleaning and servicing and may therefore not be
available at all times. Some services may be affected by weather
conditions and their availability will be entirely at the discretion of
the provider of the services. Entertainment provided by the
hotels is frequently subject to demand and its nature and/or frequency
may be varied if there is lack of demand.
6. Personal injury 1
This section covers injury, illness or death while you are using the
holiday services that we have arranged for you. We have no direct
control over the way our suppliers provide their services but
everyone employed or contracted by us or by our suppliers is expected to
carry out their duties in accordance with accepted standards of
behaviour. If they do not carry out their duties in
accordance with accepted standards of behaviour (or at all) & that fault
results in your injury, illness or death, we may make a payment to you.
We will not make any payment if your injury,
illness or death was caused by an event or circumstances which the
person who caused it could not have predicted or avoided even if they
had taken all necessary & due care. We will not make
any payment if your illness, injury or death was your own fault. If we
do make a payment, it will be similar to one you would receive under
English & Welsh law in an English or Welsh court. Note:
We will make such payments for injury, illness or death on the basis
that you are expected to accept that:
1. You must tell us & the supplier involved about your injury or illness
while you are in the resort (see section 13). You should also write to
our After Travel Services about your claim within 7
days of coming home from your holiday to allow us to investigate it
properly & cooperate with us so as to enable us to carry out such
investigation. Please include a letter about your injury or
illness from your doctor.
2. You should transfer to us any rights you have against the supplier or
any other person.
3. You should co-operate fully with us if we or our insurers want to
enforce those rights.
4. Any payments we make may be limited in accordance with international
conventions. We ask you to transfer your rights to us so that we can
claim back from suppliers any payments we make
to you, plus any legal or other costs.
7. Personal injury 2
This section covers damages, injury, illness or death which is not
connected with the arrangements made by us. If you or someone on your
holiday booking is injured, falls ill or dies while taking
part in an activity which is not part of the holiday, or you need to
incur unpredictable extra expenses for which we are not liable because
the event is beyond our control (see `Important note –
events beyond our control’) we will, where appropriate & subject to our
discretion, try to help if we can but you must pay all costs incurred.
8. Your Financial Protection
The Package Travel, Package Holidays & Package Tours Regulations 1992
require us to provide security for the monies that you pay for the
package holidays booked from us & for your
repatriation in the event of our insolvency. We provide this security by
placing your money into a Bank of Scotland Trust Account. Your money
will not be released to us until after your return
from holiday. If you book arrangements other than a package holiday from
us, the financial protection referred to above does not apply.
9. What happens to holiday complaints?
We can usually sort out any complaints you may have whilst you are on
holiday. If you have a complaint about your arrangements whilst away,
you must immediately notify the supplier of the
service in question locally. You should report any hotel complaint to
the hotel management and allow them the opportunity to resolve the
matter for you. Complaints regarding your transport or
other service arrangements should be reported to the transport provider
or supplier concerned as soon as a problem arises. If they are unable to
resolve the problem, you should contact us
straight away by telephone/fax & we will endeavour to assist. If you are
still not satisfied, you must write to our After Travel Services
department with 7 days of your return from holiday. Please
write your holiday reference number on your letter, & include your
daytime & evening telephone numbers. If you do not give us the
opportunity to resolve any problem locally by reporting it to the
supplier, or calling & informing us, then we may not be able to deal
positively with any complaint on your return. We will try to resolve
your complaint to your satisfaction. If we cannot agree, you
can take your complaint to a County Court or another suitable court.
YOUR AGREEMENT WITH US
10. Paying for your travel arrangements
You will be required to pay a deposit to us for each person when you
book unless this is within 8 weeks of departure when the full amount for
the booking is payable. The deposit amount will be
specified by us or your travel agent when your booking is made. If it is
not specified then it will be the amount that we ask you to pay when you
book, even if this is 100% of the holiday price. If
you pay less than the deposit under a low deposit booking scheme, then
this is only part of the deposit referred to in this paragraph. The
remaining deposit will be due on cancellation or date
specified at time of booking or on your confirmation invoice. Please
note that your booking deposit may be increased or there may be a charge
payable for some accommodation, holidays or
bookings where it is necessary to secure specific facilities with full
payment at the time of booking e.g. theatre tickets, airlines tickets.
Once confirmed, the booking deposit, additional charges
paid & insurance premiums will not be refunded in the event of
cancellation except in the circumstances specified in Sections 2, 3 or 4
or as otherwise required by law. This is your only
commitment until 8 weeks before you go. Usually, within 2 weeks of
booking, we will send you a Confirmation Invoice showing how much you
owe us. You must pay the amount on the last
Invoice issued by us, at least 8 weeks before you go on holiday. If you
don’t, we reserve the right to treat your booking as cancelled & to
charge you a cancellation charge, in accordance with
section 12. If you pay money for your booking to a travel agent
appointed by us, they will hold that money as our agent from the time
they receive it until they pay the money to us. If your
payment is made by card a handling fee will apply, please check fee at
time of booking. This may also apply to some debit cards. Cash, personal
cheques, building society & bankers' drafts are
accepted.
11. If you change your booking
1. If you want to change any details of your booking (such as changing
to a different holiday or changing a name in your booking) or to cancel
an optional extra you have booked, we will do our
best to help but please note that more major changes, such as those that
would lower the basic price of your holiday will be treated by us as a
different holiday. We charge an ‘Amendment Fee’
for each detail of the booking which we allow you to change without a
cancellation. If you make the allowed change more than 56 days before
departure, the fee will be £10 per change per
person. If you make the allowed change within 56 days of departure, the
amendment fee will be £20 per change per person. Name change, & or
departure details such as date & time changes
are not always allowed by other transport providers whenever they are
made. Whilst we will do our best to change the details of the booking,
please bear in mind that most other transport
providers treat name & departure detail changes as a cancellation &
charge accordingly. These charges will be passed on to you. Changes to
the lead name on a booking, will result in you
having to pay for the cancelled holiday & buy a new holiday at full
cost. If the change means we must send you new tickets, we cannot make
the change until we have received all your old travel
documents, including tickets.
2. Some types of accommodation (for example single rooms or hotel rooms
with reductions for 3 adults) are priced according to the number of
people staying there. If your booking changes
because someone in your party cancels, we will recalculate your booking
cost based on the new number of people going. If fewer people share the
accommodation, then the cost for them may
go up. This extra cost is not a cancellation charge, & it is not covered
by our insurance.
3. If you are prevented from taking the holiday you have booked, you may
transfer your booking to another person, provided you meet the following
conditions:
- You must authorise us to make the transfer;
- The person to whom you transfer your holiday booking must comply with
all the terms of the existing booking;
- That person must accept the transfer & the terms of our Fair Trading
Agreement;
- That person must show us new evidence of their holiday insurance, as
your policy cannot be transferred to another person (and the premium
cannot be refunded);
- We will also charge amendment fees in accordance with this section.
This will be added to the new Invoice issued;
- You cannot transfer a holiday booking within 7 days of departure; &
- You will remain responsible for the payment of any balance on that new
Invoice should that person fail to pay it.
12. If you cancel your booking
If you want to cancel your booking or part of it, you or your travel
agent must advise us. Once we receive your notice of cancellation you
should expect to receive a Cancellation Invoice within 14
days. If you do not, then please contact us. To cover the cost of
processing your cancellation & to compensate us for the risk that we may
not be able to resell your travel arrangements, we
make a cancellation charge on the scale shown below. The person who made
the booking is responsible for paying this charge. The size of the
charge depends on when we receive your
notification. Please note that for certain travel arrangements e.g. air
holidays and theatre/show holidays, the cancellation charge may be
higher than those shown. In certain cases a 100%
cancellation fee applies as soon as the booking is made.
Charges are based on how many days before your booked departure (not
including day of departure) we receive your cancellation notice. These
charges are a percentage of the
total cost of your booking, not including your insurance premium:
43+ days = deposit only
42 to 29 days = 30% (or deposit, whichever is greater)
28 to 15 days = 50%
14 to 5 days = 70%
less than 5 days 100%.
Please check your insurance policy to see if you are covered for the
cancellation charge.
13. Conduct while travelling
You are responsible for ensuring that you are at the correct departure
point at the correct time and we cannot be liable for any loss or
expense suffered by passengers because of their late
arrival at any departure point. Coach excursions are included in the
price of many holidays and refunds cannot be made for passengers not
wishing to go on these excursions. Final departure
times and points will be as stated on your final travel tickets and
included excursion times will be posted on the hotel notice board or as
notified by the tour driver. We reserve the right to refuse
to accept you as a customer or continue dealing with you if your
behaviour is disruptive or affects other travellers or is threatening or
abusive towards our staff or suppliers staff, on the
telephone, in writing or in person. If the driver of your coach or any
of our staff believes that you could be disruptive or that you are
suffering from a contagious disease, they can also refuse to let
you proceed with your travel arrangements or restrict your movements. If
you are disruptive & this means you are not allowed to travel we will
treat your booking as cancelled by you from that
moment, & you will have to pay full cancellation charges (see section
12). If this occurs overseas then you will become responsible for your
own return home & any other members of your group
who cannot or will not travel without you. If you are refused carriage
because of your disruptive behaviour, or you are under the influence of
alcohol or drugs, we may pass on your details to
other tour operators for their information. This in turn may make it
difficult for you to book other holidays. In any of these circumstances
no refunds or compensation will be paid to you & we may
make a claim against you for any costs & expenses incurred as a result
of your behaviour e.g. the cost of diverting a coach, aircraft or ship
to remove you. Criminal proceedings may also be
instigated.
14. Your accommodation
1. Any accommodation we arrange for you must only be used by those
people named on your Confirmation Invoice (or on latest Amendment
Invoice issued). You are not allowed to share the
accommodation or let anyone else stay there. You are responsible for the
cost of any damage caused to your accommodation or its contents during
your stay. These charges must be met by
you & may have to be paid locally. Some hotels may make a small
additional charge for porterage and tea or coffee served after meals.
Gratuities to the hotel staff and drivers/couriers are
discretionary.
2. Hotel entertainment and themes: A wide variety of entertainment is
supplied by the hotels from dancing to pianists to bingo. We have tried
to indicate those holidays in which it is provided.
Please note however, that the style and frequency of entertainment is
always at the management’s discretion. Similarly, a hotel may be
operating a theme (such as Turkey & Tinsel, Country &
Western, Olde Time...) which we have not featured in our package. We
will endeavour to inform you of such entertainment. However, providing
Leisuretime fulfils the package originally sold, we
do not consider the imposition of themes to be detrimental to the
holiday and will not consider compensation claims.
15. The conditions of your ticket
When you travel by air or by sea, your journey may be subject to certain
international conventions such as the Warsaw Convention, Montreal
Convention or Athens Convention. You agree that
the transport company’s own ‘Conditions of Carriage’ will apply to you
on that journey. When arranging this transportation for you, we rely on
the terms & conditions contained within these
international conventions & those ‘Conditions of Carriage'. You
acknowledge that all of these terms & conditions form part of your
contract with us as well as with the transport company.
16. Contacting you
If you book via our website or have opted in other circumstances for us
to contact you via e-mail, we may communicate with you using the e-mail
address you have provided. For example, to
provide your e-confirmation, e-ticket, e-cancellation, etc. We will
assume that your e-mail address is correct & that you understand the
risks associated with using this form of communication.
You may still have to contact us as required in our terms & conditions. |
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