New Trading Charter
- Does this Trading Charter Apply to My Booking?
- Why should I read this page?
- How and when do I make this contract with you?
- How is my money for the package I book protected?
- BCHG Consumer Guarantee
- Payments by Credit Card
- When do I need to pay for my package and how much?
- Can you change the price of my package after you have issued the booking confirmation?
- Can I change my package arrangements?
- Can I transfer my booking to someone else?
- How can I cancel my package?
- What happens if you change my package?
- What is the extent of your liability?
- What do I need to do if I have to complain?
- Coach seating
- Health & Safety on holiday
- Passenger behaviour
- Special needs
- Special requests
- Single rooms
- Entertainment
- Data Protection
- Suitability of holidays
- Suitcases
- Travel Documents
- Passports
- Smoking
- Seat belts
- Hotel classifications
- Hotel amenities
- Brochure details
- Gratuities
- Mobile telephones
- Travel insurance
- Punctuality
- National Trust properties
- Departure points
- Office opening hours
OUR TRADING CHARTER WITH YOU
Bibbys of Ingleton Ltd, New Road, Ingleton, Carnforth, Lancs, LA6 3NU. Registered in England No: 2606845
Does this Trading Charter Apply to My Booking?
Yes, if you are booking a “package” to which the Package Travel, Package Holidays and Package Tours Regulations 1992 apply and which does not comprise a flight, but not otherwise.
In brief, those Regulations apply to a booking of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation:
1) transport,
2) accommodation,
3) other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package.
Why should I read this page?
Because it is very important. Our Trading Charter forms a key part of our agreement with you because it not only comprises the booking terms and conditions for the booking of your package, but also the Consumer Guarantee (described below) from The Bonded Coach Holidays Group (“BCH Group”), part of the Confederation of Passenger Transport UK, providing protection for the money you pay to us for the booking should we go out of business. Both the booking terms and conditions and the Consumer Guarantee, together with the confirmation of booking we give you at the time we commit to your booking for you, together make up the 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 are 18 and have the authority to accept, and do accept, on behalf of your party the terms of this Trading Charter. This contract is made subject to the terms of this Trading Charter, which are governed by English Law, and the non-exclusive jurisdiction of the English Courts. However, if you are resident in Scotland or Northern Ireland, you are able to choose the law and courts in your country, but if you wish to do so we would ask you to request this before placing your booking.
This Trading Charter and the Consumer Guarantee will not apply to any booking involving any type of flight. Instead, if you are booking a holiday which includes a flight, you will be supplied with the full booking conditions of the ATOL holder arranging your holiday with whom you have a contract. Your booking agent will have a copy or alternatively you can request one prior to booking your holiday from.
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, email, or visit our premises at Ingleton Industrial Estate, New Road, Ingleton, Carnforth, Lancs LA6 3NU. 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. Please check this confirmation very carefully to ensure all the information is correct and tell us immediately of any errors.
How is my money for the package I book protected?
Your money is protected by the Consumer Guarantee described below and provided to you by the BCH Group. This is possible because we subscribe to the Code of Conduct of the BCH Group, which requires us to take out a bond from a financial entity in favour of the BCH Group for it to use to provide protection for your package money in the unlikely event that, for financial reasons, we can’t carry out our booking obligations to you.
BCHG Consumer Guarantee
The Bonded Coach Holiday Group guarantees to you that in the event of our failure through insolvency to provide your package as booked, BCH Group will:
1.1 wherever possible, arrange for your package to be completed;
2.2 where failure occurs after your package has begun, arrange for you and those in your party covered by the booking to be returned by an appropriate means of transport to their UK area of departure;
1.3 if the package cannot be completed as booked, to reimburse your booking-payments received by us, provided that BCH Group will first take in to account and withhold an appropriate amount if any part of the service has already been provided (including any substituted service) or you are entitled to a refund from your credit card provider.
In the event that you are to be reimbursed under the BCH Group consumer guarantee, you will be asked to assign absolutely to BCH Group any right, claim or cause of action which you may have arising out of or connected with the subject matter and will be asked to assist BCH Group in any claim brought by them connected with the subject matter.
Payments by Credit Card
If you made payment for the booking of any services using a credit card it is likely in many circumstances that you have recourse against the credit card company in the event of services not being supplied in whole or in part due to the supplier’s financial failure. In those circumstances, you will be advised to check that you have exhausted your remedies against the credit card company.
When do I need to pay for my package and how much?
We reserve the right to alter the prices of any of the packages that we advertise. At the time of booking you will be told the current price of the package. You can book by paying a deposit for each person named on the booking. You will be told at what point in time you will become committed to a booking, but we are not committed to the booking until such time as we provide you with our confirmation of booking.
Deposits required:
UK – 2-3 day £20.00 per person | 4-5 day £30.00 per person | 6-8 day £60.00 per person
Republic of Ireland & Europe – £80.00 per person
The deposit may be higher if a theatre or concert ticket is included.
THE DEPOSIT IS NON REFUNDABLE
If you book within our balance due period you will need to pay the total package cost at the time of your booking. Your balance is due 6 or 8 weeks prior to departure. The balance must be paid by the date stated on you booking form, if the balance is not paid on time we reserve the right to cancel your holiday and retain the deposit.
A REMINDER WILL ONLY BE SENT IF THE BALANCE IS NOT PAID BY THE DUE DATE.
Payments can be made in cash, or cheque (payable to Bibbys of Ingleton Ltd) or you can pay by Mastercard/Visa. Where optional items are purchased as part of the 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.
Can you change the price of my package after you have issued the booking confirmation?
Yes we can, but only in very limited circumstances and not within 30 days of your departure. The price of your package can be varied due to changes in:
1 Transportation costs such as fuel and/or fuel tax, ferry operator fares and tolls, embarkation or disembarkation fees at terminals;
2 Exchange rates applied to the particular package booked; or
3 Dues and taxes including changes in VAT or any other Government imposed charges.
In the case of any variation described above, an amount equivalent to 2% of the price of your package, any amendment charges, will be absorbed. An administration fee of £1 per person will be paid by you. If this means that you would have to pay an increase of more than 10% of the price of your package before increase, you may cancel it and receive a full refund of all monies paid, except for any amendment charges. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your revised invoice. Alternatively, you can accept an offer of an alternative comparable package of equivalent or superior quality, if available, or an alternative package of lower quality, if available. You may then transfer payment made in respect of the original package to the alternative package. If the cost of the alternative package is less than the original package, the difference in price will be refunded. Please note that travel arrangements are not always purchased in local currency andf some apparent changes have no impact on the price of your holiday due to contractual and other protection in place. We calculate the price of your package using the exchange rates quoted in the Financial Times Guide to World Currencies dated June 2012, £1.00 sterling to Euro 1.23
Can I change my package arrangements?
If, after a confirmation of booking has been issued, you wish to change your holiday to another destination we will do our utmost to make the changes and you will be asked to pay an administration charge of £15.00 per booking, plus any further costs we incur in making this alteration. You should be aware that these costs could increase the closer to the departure date that changes are made, in particular once your balance becomes due. Please note, if you want to transfer to a different holiday you must cancel & transfer at the same time, you cannot cancel your booking and transfer the deposit at a later date. It is not possible to transfer any holidays to the following year or to subsequent brochures. If you wish to make a significant alteration after you have paid the balance (eg; change of departure date or destination) this will be treated as a cancellation and will be subject to our cancellation charges.
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 package and you will remain responsible for ensuring that the package is paid for by the balance due date. This is in addition to (and does not affect) the separate liability of the transferee to us.
How can I cancel my package?
You, or any member of your party, may cancel at any time provided that the cancellation is made by the person in whose name we issued the confirmation of booking and is communicated to us in writing. You will have to pay cancellation charges set out in the scale below 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 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.
If the client cancels more than 56 days prior to departure THE DEPOSIT IS FORFEITED.
If the client cancels less than 56 days prior to departure the following scale of charges apply:
- 56/43 days = 25% cancellation charge
- 42/29 days = 35% cancellation charge
- 28/15 days = 50% cancellation charge
- 14/07 days = 65% cancellation charge
- Under 7 days = 100% cancellation charge
What happens if you change my package?
The arrangements for your package will usually have been made many months in advance. Sometimes changes are unavoidable and we reserve the right to make them at any time. Most of these changes are likely to be minor and we will do our best to keep you or your booking agent informed.
If, after booking and before departure, we make a significant change to your package you will have the option of withdrawing from the package without penalty or alternatively you may transfer to another package without paying an administration fee.
A significant change includes a change in location of resort or quality of hotel, (excluding single overnight hotels on touring packages where the quality of the hotel is comparable).
If you withdraw from the package because we have made a significant change we will offer you the choice of: A comparable replacement package if available 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 set bearing in mind the need to safeguard the booking arrangements of other customers.
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.
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 the price the person affected paid for their holiday. We will only have to pay this maximum amount if everything has gone wrong and you have received no benefit from your holiday.
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 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. If we make any payment to you or any member of your party for death or 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.
What do I need to do if I have to complain?
If you have a complaint during your package you should tell the driver/representative or supplier at the earliest opportunity so that they can do their utmost to resolve the problem immediately. If they are unable to resolve the problem to your satisfaction you should notify us in writing within 14 days of your return.
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 at the time. We will take into account the date you first drew the problem to the attention of our driver/representative or supplier when responding to your complaint and it may affect your rights under this Trading Charter if we have not been able to investigate and remedy the situation at the time.
Coach seating
Requests for particular seats can be made when booking but because allocations are made on a first come, first served basis early booking is advisable. When your booking is confirmed you will be offered the best seats that are available at that time. We reserve the right to change your seat and allocate you a different one for operational reasons, but this will happen rarely. We accept no liability in the event of such a change.
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. 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 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.
Passenger behaviour
We want all 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 set out above. 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.
Special needs
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 recognise that not all our holidays will be suitable for people with disabilities and mobility problems. Some tours involve a great deal of travelling and changes of hotels and it is not possible for our driver(s) to provide a sufficient level of care, particularly in cases of poor mobility. If each passenger who has a disability is accompanied by a companion who is able to provide the necessary assistance, and the coach steps can be negotiated then you are most welcome. We are pleased to carry your folding wheelchair or walking frame in the luggage compartment but you MUST notify us of your intention to bring one. We regret that due to health & safety we are unable to carry battery powered wheelchairs or mobility vehicles on our feeder minibuses and small coaches, we will only carry them on tour vehicles if there is sufficient space in the luggage compartment and a travelling companion is present to lift and handle the mobility vehicle. It is not the drivers responsibility to handle mobility vehicles. Mobility vehicles must be brought to our depot before you book a holiday so we can confirm if the vehicle is suitable to be transported in the luggage compartment of our vehicles.
Passengers with these types of vehicles MUST board the coach at our depot in Ingleton and as space is limited only 1 SMALL mobility vehicle will be allowed per tour. Please do not be offended if a mobility vehicle is refused as we will not jeopardise the practicalities and smooth running of the tour.
We are keen to plan arrangements for your holiday so that special needs and requests can be accommodated as far as posWe 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.
Drivers cannot act as carers for passengers at departure, during the journey or on arrival at destination.
Our drivers will be happy to provide general assistance to passengers but will not be expected to:
1) Provide assistance that extend to bodily lifting and carrying of any passengers on and off the coach.
2) Undertake any action that may put their health, safety, welfare or legal requirements for a break in duty at risk.
Special requests
If you have any special requests, for example, low floor rooms, non smoking rooms, special diets etc, THEY MUST BE MADE WHEN BOOKING. We will pass your request to the relevant supplier but this does not necessarily mean that your request will be fulfilled. Please note that requests cannot be guaranteed unless we confirm on your booking confirmation that this is a guaranteed requirement. Requests made by you direct to a hotel will not be considered.
Single rooms
Single rooms get booked very quickly, and we would suggest that if you are travelling alone you should book early to avoid disappointment. AS EACH HOTEL ONLY OFFERS A LIMITED NUMBER OF SINGLE ROOMS, WE WOULD ASK THAT WHERE IT IS POSSIBLE TO SHARE A TWIN ROOM WITH A FRIEND YOU ARE TRAVELLING WITH, THAT YOU SHOW CONSIDERATION TO THE SINGLE TRAVELLER BY DOING SO Some hotels make a single supplement charge which we must pass on to you. The payment of a single room supplement does not imply that any room allocated will be anything other than a single room.
Entertainment
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
Records are held on computer to enable us to offer the best possible service to our customers. Information is held only to send you details of forthcoming holidays or inform you of any changes affecting your booking. We do not pass names and addresses on to third parties without your permission. If you no longer wish to receive brochures from us, please telephone 015242 41330 we will amend our database immediately.
Suitability of holidays
Please note that some tours can be demanding with several hotels being used. Please read the itinerary carefully before deciding on your holiday to make sure the holiday or hotel will be suitable for you. If you are unsure about booking, please contact our office and we will do our best to advise you and help you make your decision.
Suitcases
All baggage and personal belongings are carried at owners risk and Bibbys of Ingleton will not accept any responsibility for loss or damage except where such loss or damage is caused by proven negligence of the company’s employees.
Due to the health and safety of our employees you must keep to one MEDIUM sized suitcase per person, maximum weight 18 kg (40 lb). We reserve the right to refuse to carry suitcases which exceed the weight limit and ask you to remove any excess weight. On tours where there is overnight hotels it is advisable to take in addition a small overnight bag and your main case can be left in the luggage hold. You can also take a small travel bag or handbag on board the coach.
Travel Documents
When you have paid the balance we will forward to you all the necessary documents/labels/pick up information. You will receive coach holiday information approximately 28 days before departure and air holiday information approximately 10 days before departure. Certain documents such as flight tickets or theatre tickets will be retained by us and given to you on departure.
Passports
For all continental holidays you will require a British Passport. We cannot accept responsibility if passengers are not in possession of the correct travel documents and no refunds can be given to those unable to complete their journey for this reason. The E111 has been changed to the EHIC European Health Insurance Card, please make sure you are in possession of one when travelling abroad.
Smoking
Smoking is not allowed at any time on the coach. There will be frequent stops to ensure that smokers are not too inconvenienced. Please advise at the time of booking if you require a non smoking bedroom as some hotels still have smoking rooms available.
Seat belts
New legislation has been introduced regarding the use of seat belts. It is now your own responsibility to ensure your seat belt is securely fastened at all times.
Hotel classifications
Any ratings shown are the official ratings of the country concerned, and may differ from normal British standards. Please note in some European countries, especially Austria ‘twin beds’ can be two separate mattresses in a double frame with single duvets.
Hotel amenities
All the amenities described in this brochure will normally be available for the enjoyment of our customers. However, some amenities (lifts, swimming pools etc) may occasionally require servicing or cleaning and therefore we cannot guarantee that they will always be available.
Brochure details
Every effort has been made to ensure that all details enclosed are correct at the time of going to print (October 2012). The brochure is merely a guide for you to make your holiday choice and we cannot accept responsibility for changes that may occur.
Gratuities
Gratuities to our drivers are not included in the cost of the holiday. Any donations should reflect on the service you have been given by our representative. We also recommend that gratuities should be made on an individual basis rather than a group collection. Check with your driver regarding gratuities for hotel staff as each hotel has its own system.
Mobile telephones
For the comfort of all passengers, mobile telephones should not be used while the coach is in motion, except in emergencies.
Travel insurance
From 1 January 2009 the sale of travel insurance was regulated by the Financial Services Authority. As we do not hold the necessary authorisation, we are no longer able to offer or advise on Travel Insurance related matters, therefore, you will have to make alternative arrangements. We have leaflets available which allow you to purchase Insurance either by website or call centre.
We strongly advise all clients to take out travel insurance. It is not compulsory in law to take out travel insurance for a tour within the United Kingdom, but it is compulsory for our tours operating outside the United Kingdom. You will be required to provide us with your travel policy details and emergency contact number when travelling to Europe, Republic of Ireland, Jersey and Isle of Man. Bibbys of Ingleton will not accept responsibility or any liability due to the failure of any person to take out adequate insurance cover.
Punctuality
Passengers are asked to be punctual at all times when on a Bibbys holiday. Times will be given by your tour driver and he will only be permitted 15 minutes waiting time.
National Trust properties
There will be no refunds or reductions when visiting National Trust properties if you are a National Trust member. Admission to the property will be included in the holiday package.
Departure points
We pick up at the following: Lancaster, A6/Forton, Morecambe, Carnforth, Heysham, Milnthorpe, Arnside, Grange over Sands, Kendal, Windermere, Ambleside, Ulverston, Kirkby Lonsdale, Settle, Skipton, Keighley, Cross Hills, Bingley, Shipley, Bradford, Harrogate, Pateley Bridge, Summerbridge, Dacre Banks, Darley, Birstwith, Hampsthwaite, Killinghall, Starbeck, Knaresborough, Ilkley and Barnoldswick. We can also pick up at some villages en route – please enquire. ANOTHER OPTION IS TO LEAVE YOUR VEHICLE AT OUR DEPOT AT INGLETON INDUSTRIAL ESTATE.
Please do not change your pick up point without informing us first. 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.
Office opening hours
Monday-Friday 9.00 am – 5.00 pm Saturday 9.00 am – 12.30 pm.