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:-
- other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package.
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;
- 1.2 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.
- UK – 2/3 days £20.00 per person; 4/5 days £30.00 per person; 6/8 days £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 or if Air Travel is involved.
The deposit in 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, 8 or 10 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:
- Transportation costs such as fuel and/or fuel tax, ferry operator fares and tolls, embarkation or disembarkation fees at terminals;
- Exchange rates applied to the particular package booked; or
- 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 moniespaid, 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 and 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 May 2017, £1.00 sterling to Euro 1.15.
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.
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 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. In either case we will pay you compensation according to the scale set out below.
A significant change includes a change in departure time or return time of more than 12 hours, a change of departure point, location of resort or type of hotel, (excluding single overnight hotels on touring packages where the quality of the hotel is comparable), a change of mode when crossing the Channel, or the specification of the coach.
If you withdraw from the package because we have made a significant change or if we have to cancel your package for any reason other than non-payment by you we will offer you the choice of:
- A comparable replacement package if available or
- A replacement package 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 set bearing in mind the need to safeguard the booking arrangements of other customers.
We will pay you compensation for significant changes on the following scale. Period before departure in which significant change is notified to you or your agent
6 days or over
5 days & under
|More than 56 days
Payment of compensation according to the scale set out above will not affect your statutory right to claim further compensation if, in all the circumstances, you remain dissatisfied.
If, prior to departure, we make a significant change to your package arrangements or cancel your package we will pay you compensation on the above scale unless:-
The package is cancelled because the number of persons who agreed to take it is less than the minimum number required, and you were informed of the cancellation in writing or where the performance of our contractual obligations is prevented or affected (for example but not limited to delay, cancellations, change of itinerary, change of accommodation, change of transport) by 'Force Majeure'.
Force Majeure means an event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid and is therefore an event beyond our or the supplier’s reasonable control. These events include but are not limited to strikes, riots, political/civil unrest, government acts, hostilities, war, threat of war, terrorist activity or threat of terrorist activity, industrial disputes, natural or nuclear disaster, fire, flood, tornadoes, hurricanes, transportation problems, airport closures, and severe weather conditions. We suggest that you take out adequate travel insurance to cover such eventualities.
[In the unlikely event that the performance of our contractual obligations are prevented or affected due to Force Majeure after departure, we regret we will be unable to make any refunds (unless we obtain any from our suppliers)]
Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure. We will follow the advice given by the Foreign Office.
Payment of compensation according to the scale set out above will not affect your statutory right to claim further compensation if, in all the circumstances, you remain dissatisfied.
If, after departure, we need to make a change to a significant proportion of your package 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. Unless the change is as a result of unusual and unforeseeable circumstances beyond our control (force majeure as described above), you will also be entitled to compensation.
|CANCELLATION BY CLIENT
|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:
||25% cancellation charge
||35% cancellation charge
||50% cancellation charge
||65% cancellation charge
|Under 7 days
||100% cancellation charge
What is the extent of our liability?
Your package contract with us will be performed or provided with reasonable skill and care. We accept responsibility if you or customers named in the booking suffer death or personal injury, or the contractual arrangements are not provided as promised as a result of the failure of us or our agents or suppliers or the employees of each whilst acting in the course of their employment unless the failure or improper performance is due to you, or any of the following:
- A third party unconnected with the provision of the travel arrangements, or
- Unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or
- An event which we or our suppliers, even with all due care, could not foresee or forestall.
Provided that in these 3 events we would still endeavour to give prompt assistance if you are in difficulty and, if you inform us that you don’t believe you have received the contracted service, we will make prompt efforts to find appropriate solutions.
For claims which involve death or personal injury we do not impose any restriction upon our liability to the extent that it arises from our negligence.
For all other claims which do not involve personal injury or death:
- The most we will have to pay if we are liable to you is twice [see note 31] the price you’ve paid for your package (not including insurance premiums and amendment charges).
- Our liability will also be limited in accordance with/or in line with all relevant international conventions. The above suppliers (such as accommodation or transport providers) have their own booking conditions or conditions of carriage, and these conditions may limit or remove the relevant transport provider's or other supplier's liability. You can get copies of such conditions from our offices, or the offices of the relevant supplier. We will pay you in accordance with these conditions which are incorporated into the Trading Charter. [See note 31] 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.
NB: this clause does not apply to any separate contracts that you may enter into for excursions or activities during or outside of your package.
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.The Confederation of Passenger Transport UK has an Alternative Disputes Resolution scheme (ADR) and full details are available from them. 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. It can only be used if all avenues of resolution have failed.
We will always use our reasonable endeavours to provide a coach to the specification as described in our brochure or advertisement but reserve the right to substitute an alternative vehicle should unforeseen circumstances arise. There is a seating plan of the coach for each package, 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 packages 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.
If you feel that you require two seats, then these must be booked and paid for in advance, at the time of booking. If you fail to do this and it transpires that the seat allocated to you is insufficient for your needs and there is no alternative seating available then you will be refused access to the coach and any payments made will be liable to forfeiture.
Specific seats will not be allocated on coaches which operate on feeder services between joining points and main package departure points or on coaches which carry out transfers to and from seaports, airports etc.
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.
WWe want all our customers to have a happy and carefree holiday. But you must remember that you are responsible for your behaviour and hygiene 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.
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 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.
Passengers with disabilities
We want to ensure the arrangements for your package are suitable and appropriate. Not all the packages in this brochure may be suitable for you and if we reasonably consider we cannot provide what is required, we will not accept the booking.
Should you or a member of your party have any medical condition or disability that may affect your/their holiday or that of other passengers, you must provide full written details to us at the time of booking so that we can advise you of the suitability of the holiday. This applies whether the booking is made, in person, in writing, or by telephone. If a particular issue is identified, we reserve the right to request a doctor’s certificate confirming that the passenger is fit for travel and reserve the right to refuse any booking in the absence of such doctor’s certificate being produced upon request.
If a passenger requires personal assistance (for example but not limited to assistance with feeding/dressing/toileting/mobilising) then this passenger must travel with an able bodied companion/carer and written confirmation that such assistance will be provided for the entirety of the holiday is required at the time of booking. Coach drivers/tour managers are unable to offer such assistance.
Whilst we will make every reasonable adjustment to do so, if we are unable to accommodate the needs of a passenger or believe that the medical condition or disability of a passenger is likely to adversely affect other passengers, we reserve the right to decline the booking. We also reserve the right to cancel any holiday and impose cancellation charges if we are not fully advised of any relevant disability or medical condition at the time the booking is made and subsequently decide that we are unable to accommodate this passenger. This applies whether we advise that we are unable to accommodate a passenger either before departure or during the holiday and if this occurs during the holiday then we will seek the additional costs of returning the passenger home.
We want you to enjoy your package and will try to help you select an appropriate trip. If you need advice or further information please contact us.
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 byyou direct to a hotel will not be considered.
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.
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.
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.
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.
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.
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 is not allowed at any time on the coach, this includes E-Cigarettes. Please advise at the time of booking if you require a non smoking bedroom as some hotels still have smoking rooms available.
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.
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.
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.
We do not allow pets to taken on our packages. Registered Assistance Dogs will normally be accommodated on UK packages but not on overseas packages.
Every effort has been made to ensure that all details enclosed are correct at the time of going to print (May 2017). The brochure is merely a guide for you to make your holiday choice and we cannot accept responsibility for changes that may occur.
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.
For the comfort of all passengers, mobile telephones should not be used while the coach is in motion, except in emergencies.
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.
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 Trustmember. Admission to the property will be included in the holiday package.
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.