WHY SHOULD I READ THIS PAGE?
Because it is very important. Our Trading Charter forms a key part of our agreement with you and forms the basis of a legally binding contract between you as the lead name making the booking, anyone else in your party and us. When you make this booking as the lead name you undertake that you have the authority to accept, and do accept, on behalf of your party the terms of these booking conditions. This contract is made subject to the terms of these booking conditions, which are governed by English Law, and the non-exclusive jurisdiction of the English Courts. If you did not see this trading charter before you made your booking and you are not happy to proceed with the booking now you have seen it, please return all documentation to us within 7 days of receiving this charter. Your booking will be cancelled and your monies returned in full provided you have not commenced your travel.
HOW AND WHEN DO I MAKE THIS CONTRACT WITH YOU?
We welcome you making contact with us in a number of ways. You can write to us, phone us, e-mail or visit our office. Whichever way you contact us the contract is made when your booking is entered on to our reservation system and we issue a confirmation of booking. We will send you, the confirmation of your booking within 7 working days. Please check this confirmation very carefully to ensure all the information is correct and tell us immediately of any errors.
HOW IS MY HOLIDAY MONEY PROTECTED?
We subscribe to the Code of Conduct of the Bonded Coach Holidays Group ("BCHG") of the Confederation of Passenger Transport UK. BCHG requires a bond to be taken out to provide protection for your holiday money in the unlikely event that a Member cannot, for financial reasons, carry out their obligations to their passengers. BCHG Consumer Guarantee The Bonded Coach Holiday Group guarantees to bona fide customers that in the event of failure of a bona fide Member, it will:
(1) wherever possible, arrange for a holiday or tour to be completed;
(2) where failure occurs after a holiday has begun, arrange for customers to be returned
by an appropriate means of transport to their UK area of departure;
(3) if the holiday or tour cannot be completed as planned, the reimbursement of
payments made by the customer to the BCHG Member, other than payments made by certain credit cards. Vouchers are excluded.
When do I need to pay for my holiday and how much?
At the time of booking you will need to pay a deposit for each person named on the booking. The balance must be paid before the dates listed below. If you book within our balance due period you will need to pay the total holiday cost at the time of your booking. If you do not pay the outstanding balance for your holiday on or before the date when it is due we may cancel your booking and you will be required to pay the cancellation charges detailed below. The date of cancellation will normally be the date you confirm in writing that you intend to cancel or 15 days after the balance due date, whichever comes first. Deposit £40 per person for UK tours & £60 per person for European holidays. Your balance is due 6 weeks prior to departure. Where optional items are purchased as part of the tour package these are payable on the balance due date except where items, such as theatre tickets, have been specifically purchased for you. In this case the cost will be payable at a separate date notified to you and will not normally be refundable unless we obtain a refund from the supplier we use.
IF I USE AN AGENT WHO DOES MY MONEY BELONG TO?
Your agent will hold your deposit on your behalf until we issue a confirmation of your booking. The agent then holds this money on our behalf. The agent holds any balance you pay on your behalf until the date the balance is due. The agent will then hold this balance payment on our behalf.
CAN YOU CHANGE THE PRICE OF MY HOLIDAY AFTER YOU HAVE ISSUED THE BOOKING CONFIRMATION?
Yes we can, but only in very limited circumstances. The price of your holiday is subject to change for an increase or decrease in any of the following costs: - Transportation costs including fuel (including fuel tax), ferry operator fares and tolls, embarkation or disembarkation fees at terminals. Exchange rates applied to the particular holiday booked. Dues and taxes (including the rate of VAT). Even in this case, we will absorb an amount equivalent to 2% of the holiday price, which excludes any insurance premium, and any amendment charges. Only amounts in excess of this 2% will be surcharged, but where a surcharge is payable there will be an administration charge of £10 together with a separate amount to cover your agent’s commission. If this means paying more than an extra 10% on the holiday price, you will be entitled to cancel your holiday with a full refund of all money paid. Should you decide to cancel because of this, you must exercise your right to do so within 14 days from the issue date printed on the revised invoice. Alternatively, you may prefer to take a comparable alternative holiday, if available, details of which will be provided with the revised invoice. We will not surcharge you after the date that your balance is due unless the change relates to any amount set by or payable to a Government of a country forming part of the holiday and even then no surcharge will be imposed less than 30 days pre-departure. In addition to sterling we use the following currencies in calculating our holiday prices. Below are the equivalent exchange rates to £1 sterling from the Daily Telegraph on 5th Nov 2010. £1 =Euro 1.12. Applies to all continental destinations and Ireland.
CAN I CHANGE MY HOLIDAY ARRANGEMENTS?
After we have issued our booking confirmation we will do our best to accommodate any changes you may want to make but we cannot guarantee to do so. Any changes must be notified to us in writing and signed by the lead person of the booking. If we are able to make the changes an amendment fee of £10 will be payable plus any additional charge for the facilities requested. Any significant alteration after the balance due date will be treated as a cancellation of the original booking and will be subject to the cancellation charges detailed below. A significant alteration would include a change of departure date, holiday or hotel, or number of people travelling.
CAN I TRANSFER MY BOOKING TO SOMEONE ELSE?
You can transfer your booking to someone else provided you give us reasonable notice. This person must be able to satisfy all the conditions for the holiday and a change cannot normally be made later than 14 days prior to departure. We will make an administration charge of £10 per person for every transfer we make plus any reasonable additional costs caused by the transfer. You will remain responsible for ensuring that the holiday is paid for by the balance due date.
HOW CAN I CANCEL MY HOLIDAY?
You, or any member of your party, may cancel at any time provided that the cancellation is made by the lead person who booked and is communicated to us in writing via the office at which you made your original booking. You will have to pay cancellation charges set out in the scale above right - to cover our estimated loss resulting from the cancellation. If you are insured against cancellation you may be able to recover the charges from your insurers. Your cancellation will take effect from the date when either the travel agent or we receive your written confirmation of your cancellation. You must also return any tickets or vouchers that you have received. A reduction in room occupancy may increase the charges for the remaining passengers by the application of supplements for low occupancy of rooms.
SCALE OF CANCELLATION CHARGES
Period before departure within which written cancellation of holiday is received
Amount of cancellation written cancellation charge as a %
More than 42 days
30% or deposit if greater
21 days - Departure day
Total holiday cost
WHAT HAPPENS IF YOU CHANGE MY HOLIDAY?
The arrangements for your holiday will usually have been made many months in advance. Sometimes changes are unavoidable and we reserve the right to make them. Most of these changes are likely to be minor and we will do our best to keep you informed. If, after booking and before departure, we make a significant change to your holiday you will have the option of withdrawing from the holiday without penalty or alternatively you may transfer to another holiday without paying an administration fee. In either case we will pay you compensation according to the scale set out below. A significant change would involve a change in departure date or departure point, location of resort or quality
of hotel, (excluding single overnight hotels on touring holidays) or the specification of the coach. On all our holidays we reserve the right to use either a ferry or the Channel Tunnel for short sea crossings to France. If you withdraw from the holiday because we have made a significant change or if we have to cancel your holiday for any reason other than non-payment by you we will offer you the choice of: A comparable replacement holiday if available; or: a replacement holiday of lower quality together with a refund of the price difference; or: a full refund of the money you have paid. When we have notified you of the changes and options available, you must tell us your decision as soon as
possible and within any timescale we may need to set bearing in mind the need to safeguard the holiday arrangements of other customers.
SCALE OF COMPENSATION
We will pay you compensation for significant changes on the following scale:
Period before departure in which significant Period before departure in which significant
change is notified to you or your agent
Amount per person
More than 28 days
Payment of compensation according to the scale set out above will not affect your right to claim further compensation if, in all the circumstances, you remain dissatisfied. Compensation will not be paid where the change is made as a result of events beyond our control including war or threat of war, riot, civil strife, terrorist activity, industrial disputes, fire, quarantine, epidemic or health risks, natural or nuclear disasters, port and terminal closures and/or adverse weather conditions. If, after departure, we need to make a change to a significant proportion of your holiday we will do our best to make suitable alternative arrangements at no extra cost to you. If it proves impossible to make
suitable alternative arrangements or if you have reasonable grounds for refusing the alternative offered, we will arrange transport back to your point of departure or to an alternative location that we agree to.
WHAT IS THE EXTENT OF YOUR LIABILITY?
We accept responsibility if you or any member of your party is killed or injured as a result of an activity forming part of your holiday arrangements which you booked with us before your departure; or if any part of your holiday arrangements, booked with us in the UK, is not as described in the brochure or not of a reasonable standard; if the failure in your holiday arrangements or any death or personal injury is due to any fault on our part or that of our agents or suppliers whilst acting in the course of their employment. We do not accept responsibility if the failure, death or personal injury is not caused by any fault of ours or of our agents or suppliers or is caused by you or someone not connected with your holiday arrangements; or if the failure, death or personal injury is due to unusual or unforeseen circumstances which, even with all due care, we, or our agents or suppliers, could not have anticipated or avoided. Where you, or any member of your party participate in sports or any other activity that involves an element of risk whilst on holiday and this has been arranged completely independently of Craig-y-Don Travel it should be understood that participation is at the individual’s own risk and it is their own responsibility to obtain the relevant insurance. For claims which do not involve personal injury, illness or death, the most we will have to pay if we are liable to you is three times the price the person affected paid for their holiday (not including insurance premiums and amendment charges). We will only have to pay this maximum
amount if everything has gone wrong and you have received no benefit from your holiday. Craig-y-Don Travel does not accept any liability for any changes or delays to any form of transportation where this does not form any part of the holiday you have booked with us.
If you or any member of your party is killed, injured or becomes ill as a result of transport by ship, train or coach, any liability which we may have to pay compensation is limited in line with the Athens Convention (applies to transport by ship), the Berne Convention (applies to transport by rail) and the Geneva Convention (applies to transport by road). You can get copies of the relevant conventions from us if you ask. You should also note that these conventions may limit or remove the carrier's liability to you and the amount which the carrier has to pay you. If we make any payment to you or any member of your party for death, personal injury or illness, you will be asked to assign to us or our insurers the rights you may have to take action against the person or organisation responsible for causing the death, personal injury or illness. Our suppliers (such as accommodation or transport providers) have their own booking conditions or conditions of carriage, and these conditions are binding between you and the supplier. Some of these conditions may limit or remove the relevant transport provider's or other supplier's liability to you. You can get copies of such conditions from our offices, or the offices of the relevant supplier.
WHAT DO I NEED TO DO IF I HAVE TO COMPLAIN?
If you have a complaint during your holiday you should tell the driver/representative or supplier at the earliest opportunity so that they can do their upmost to resolve the problem immediately. If they are unable to resolve the problem to your satisfaction you should complete a Holiday Questionnaire which is available from the driver/representative.
You will be given a copy of this report which you should keep. If, on your return from - holiday, you remain dissatisfied you should write within 28 days to The Manager, Craig-y-Don Travel, The Garage, Back Pleasant Street, Craig-y-Don, Llandudno LL30 1LQ. In your letter you will need to quote your booking reference number, holiday number, departure date and the number of the Questionnaire Form [or alternative method of identifying the form] which you completed at the time. If you do not tell us at the earliest opportunity about a problem giving rise to your complaint we cannot take steps to investigate and rectify it. In deciding how to respond to your complaint we will take into account the date you first drew the problem to the attention of our driver/representative or supplier.
IF I DO NOT AGREE WITH YOUR DECISION CAN I REQUEST ARBITRATION?
Yes you can. If we cannot resolve your complaint amicably you may request that the dispute is referred to an independent arbitration scheme established by the Confederation of Passenger Transport UK (CPT). Full details of this scheme will be provided on request or you can request or you can obtain a copy from the CPT. This arbitration scheme provides a simple and inexpensive method of arbitration on documents alone with restricted liability on the customer in respect of costs. This scheme does not apply to claims for an amount greater than £1500 per person. There is also a limit of £7500 per booking. Normally there is a time limit of 9 months from the date of return from your holiday within which to
request arbitration but in exceptional circumstances the scheme can be used beyond this date. This scheme does not apply to claims that arise mainly in respect of physical injury or illness or the consequences of any illness or injury.
There is a seating plan of the coach for each holiday, but it is possible that on occasions operational reasons will require a coach with a different configuration to be used. We therefore reserve the right to alter a coach-seating plan and allocate seats other than those you have booked. Requests for particular seats can be made on most holidays when booking but because allocations are made on a first come, first served basis you are recommended to book early. When your booking is confirmed you will be offered the best seats that are available at that time. If you know someone who may want to book later but sit near you please discuss this with the booking clerk at the time you make your booking.
Specific seats will not be allocated on coaches which operate on feeder services between joining points and main holiday departure points, on coaches which carry out transfers to and from seaports.
HEALTH & SAFETY ON HOLIDAY
In some foreign countries, standards of infrastructure, safety and hygiene may be lower than those to which we are accustomed in the UK. You should therefore exercise greater care for your own protection. Further information can be obtained from your GP or from your travel agent who can provide you with the leaflet "Health Advice for Travellers" published by the Department of Health. Some people may be at risk from discomfort or deep vein thrombosis (DVT) if they remain immobile on a journey for a long period of time. If you are planning to undertake a bus or coach journey of more than 3 hours you should consult your doctor if you have ever had DVT or pulmonary embolism, a family history of
clotting conditions, cancer or treatment for cancer, a stroke, heart or lung disease or if you have had major surgery in the past 3 months. We reserve the right to refuse any booking in the absence of a doctor's certificate confirming that you are fit to travel. During the journey we will provide comfort stops as frequently as possible. During these stops you are encouraged to get off the coach and walk around. Exercise reduces any discomfort which may be caused by periods of immobility. During any journey you should drink alcohol only in moderation as it leads to dehydration.
We want all of our customers to have a happy and carefree holiday. But you must remember that you are responsible for your behaviour and the effect it may have on others. If you or any member of your party is abusive or disruptive or behaves in a way which, in our reasonable opinion, could cause damage or injury to others or affect their enjoyment of their holiday, or which could damage property, we have the right, after reasonable consideration, to terminate your contract with us. If this happens we will have no further obligations or liability to you. The coach driver/representative, ship's captain, or authorised official of other means of transport is entitled to refuse you boarding if in their reasonable opinion you are unacceptably under the influence of drink or drugs or you are being violent or disruptive. If you are refused boarding on the outward journey we will regard it as a cancellation by you and we will apply cancellation charges according to the scale in “cancellations”. If the refusal is on the return journey we have the right to terminate the contract and will have no further obligations or liability to you.
NO SMOKING POLICY
We operate a strict no smoking policy on all our coaches. We make frequent comfort stops. The no smoking policy of other carriers and suppliers will vary and will be supplied if you contact our office.
We do not allow pets to be taken on our holidays. Registered Assistance Dogs will normally be accommodated on UK holidays but not on overseas holidays.
PICK UP POINT, ITINERARIES, TRAVEL DOCUMENTS AND PASSPORTS
You are responsible for ensuring that you are at the correct departure point, at the correct time, with the correct documents and we cannot be held liable for any loss or expense suffered by you or your party because of an incorrect passport or late arrival at the departure point. If you are a British citizen travelling outside the United Kingdom you must have a full UK passport valid for a minimum of three months after your scheduled date of return. Non-UK citizens must seek passport and visa advice from the consulates of the countries you plan to visit prior to making a booking for one of our holidays the name on the passport must match the name on the ticket. If, a person in your party changes name after the booking is made you must tell us immediately so that we can issue the ticket in the new name. When you have paid the balance approximately 42 days before departure, we will forward you all the necessary travel documents/labels so that you receive them in good time for your holiday. Certain travel documents may have to be retained by us and your driver/courier will then issue them to you at the relevant time. If you lose a travel document after it has been issued to you we will require you to meet the direct cost charged by the carrier/supplier for the issue of a duplicate or replacement.
Craig-y-Don Travel reserves the right to modify itineraries to conform to requests from the competent authorities in the United Kingdom and any other sovereign state through which the tour will operate. Included excursions are detailed on the relevant brochure page and refunds will not be made for any excursion not taken. Optional excursions may be booked and paid for in resort but these will not form part of the package booked with us. Admission fees to buildings, grounds etc. are not included in the price of the holiday unless otherwise stated on the relevant brochure page.
WHAT HAPPENS IF I AM DELAYED?
Your travel insurance may cover you for some delays. In addition where you are delayed for more than six hours in any one day we will seek to minimise any discomfort and where possible, arrange for refreshments.
DO I NEED TO TAKE OUT TRAVEL INSURANCE?
We strongly recommend our customers to take out travel insurance.
WHAT ASSISTANCE WILL YOU GIVE ME IF THINGS GO WRONG WHEN IT IS NOT YOUR FAULT?
If you, or any member of your party, suffer death, illness or injury whilst overseas arising out of an activity which does not form part of your package travel arrangements or an excursion arranged through us in the UK, we shall at our discretion, offer advice, guidance and assistance. Where legal action is contemplated and you want our assistance, you must obtain our written consent prior to commencement of proceedings.
Our consent will be given subject to you undertaking to assign any costs, benefits received under any relevant insurance policy to ourselves. We limit the cost of our assistance to you and any member of your party to £5000 per party.
Unfortunately, many hotels overseas do not provide adequate facilities for guests with mobility problems or who suffer from other disabilities. But whether you are planning a holiday overseas or in the UK, please notify us before you book if you or any member of your party has special needs or suffers from any disability. We are keen to plan arrangements for your holiday so that special needs and requests can be accommodated
as far as possible. If you will need assistance or special facilities in the hotel, or may have difficulties in taking part in excursions or boarding and travelling on the coach or other means of transport you must let us know in advance. Not all the holidays in this brochure will be suitable for you. We want you to enjoy your holiday and will try to help you select an appropriate trip. If you need advice or further information either you or your booking agent should contact the Office Manager.
If you will require a special diet please tell us before booking, or as soon as you are medically advised, and send us a copy of the diet. We will notify the hotel or hotels on your holiday but please note that some hotels may not have facilities to cope with special diets and we cannot be held liable for their failure to do so. Where we think this is likely to happen we will tell you prior to your booking confirmation being issued so
that you can exercise your right to cancel your holiday booking without charge. Any extra costs incurred must be paid to the hotel by you prior to departure from the hotel. You should also detail any other requests, for example, low floor rooms, particular rooms or locations on the special requests section of the booking form [or other method of confirming in writing that the request was made.] We will pass your request to the relevant supplier but this does not necessarily mean that your request will be fulfilled. If a request can be fulfilled you may incur an extra charge payable either to us or direct to the hotel. Please note that requests cannot be guaranteed unless we confirm on your booking confirmation that this is a guaranteed requirement.
Single occupancy of rooms when available may be subject to a supplementary charge and this will be shown on the brochure page. Some hotels provide the first 4 or 5 rooms free and make a charge subsequently.
Some of our hotels arrange additional entertainment. Where this is part of the holiday details are given on the respective brochure page. Where it is not specified it may still be available but is at the discretion of the hotel and is not guaranteed. It may be withdrawn if there is a lack of demand or for operational reasons.
DATA PROTECTION ACT
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we, and your travel agent, need to use the information you provide such as name, address, any special needs/dietary requirements etc. We take full responsibility for ensuring that proper measures are in place to protect your information. We must pass the information on to the relevant suppliers of your
travel arrangements such as hotels, transport companies etc. The information may also be supplied to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law. Additionally, where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not, however, pass information on to any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities or dietary/religious requirements. If, we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking, you consent to this information being passed on to the relevant persons. Please note that where information is held by your travel agent, this is subject to your agent's own data protection policy. Your data controller is the Office Manager. You are entitled to a copy of your information held by us. If you would like to see this, please contact us. We retain your full contact details and other information in secure files and electronic storage facilities. We may use this information to contact you by mail, telephone or electronic means. We will provide you with details of other goods and services including those of selected third parties. If you do not wish to receive the further information about products and services [from either ourselves or third parties] please write to the data controller.
DOOR-TO-DOOR PICK UP
Door to door pick up’s are free of charge/complimentary, to client’s who live in the local area (within 3 miles of our base). This free service, does not form part of our Holiday Contract with you, the client, and is at our (the operator, Craig-y-Don Travel) discretion. If we, the operator, are unable to drive our designated vehicle to your property for you to take advantage of this free service, due to location of your property, roadwork’s, hazardous road conditions, i.e. snow & ice, etc., then it is your responsibility, as the Client, to make arrangements to meet the coach at a designated (by ourselves) pick-up point within the local area. We cannot be held responsible for any costs involved in your arrangements to meet the coach at the designated pick-up pint/or drop-off point. Please note, that every effort will be made on our part to ensure that you are collected as planned, and alternative arrangements would only be deemed necessary in extremely difficult/hazardous conditions/circumstances.
Your driver will always endeavour to assist you in getting your luggage on and off the coach. However, he is not obliged to carry your luggage any further. Porterage may not be available at most hotels, and if so may incur an extra charge.
PUBLICATION DATE AND DETAILS
This brochure was published in the United Kingdom by Craig-y-Don Travel in October 2010