Booking & payment
When a booking is made, the 'lead name' on the booking guarantees that he or she is 18 or over and has the authority and accepts on behalf of the party the terms of these booking conditions and pays the deposit indicated in the brochure and as confirmed in the pre-contract information. After we receive your booking and all appropriate payments, if the arrangements you wish to book are available, we will send you a confirmation invoice within 14 days. This confirmation will include any special requests we have agreed. A binding agreement will come into existence between us when we dispatch this invoice to the 'lead name'. Please check the confirmation carefully to ensure all the information is correct. This contract is governed by English Law, and the jurisdiction of the English Courts. Single occupancy of rooms, when available, may be subject to a supplementary charge and these will be shown in the brochure. You can book by paying a deposit for each person named on the booking but our commitment is always conditional upon the balance being paid as below;
- 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 IS NON REFUNDABLE.
The balance of the price of your holiday must be paid at least 6 weeks before your departure. (8 weeks before departure for certain Continental & Air Holidays). The balance due date will be stated on your booking form, if the balance is not paid on time we reserve the right to cancel your holiday and retain your deposit, and apply the cancellation charges set out in the paragraph below. The date of cancellation will normally be the date we receive your written confirmation that you intend to cancel or 15 days after the balance due date, whichever comes first. If you book within our balance due period, you will need to pay the total holiday cost at the time of booking. 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 holiday, 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 may be payable at a separate date notified to you and will not normally be refunded unless we obtain a refund from the supplier we use.
Although Bibbys of Ingleton make every effort to ensure the accuracy of the brochure information and pricing, regrettably errors do sometimes occur. You must therefore ensure you check the price and all other details of your holiday with us at the time of booking and when you receive our confirmation invoice.
Our pricing policy
Bibbys of Ingleton endeavour to ensure that the most up to date and correct prices are shown in our brochure. Occasionally, an incorrect price may be shown, due to an error. When we become aware of any such error, we will endeavour to notify you at the time of booking (if we are then aware of the mistake) or as soon as reasonably possible. We reserve the right to cancel the booking if you do not wish to accept the price which is applicable to the holiday. Local Authorities in many towns and cities throughout Europe have introduced new tourist taxes which must be paid directly to the hotel by all guests in person. These taxes are not always included in our prices but we will notify you when applicable.
Holiday prices include all travel, hotel accommodation and meals as specified in the holiday description and VAT payable in the UK where applicable. The price of the holiday will not be subjected to any surcharges except those arising from exchange rate changes, transportation including the price of fuel, air & ferry operator fares and tolls, embarkation or disembarkation fees at terminals, duties and taxes (including the rate of VAT). Even in these cases we will absorb the cost equivalent to the cost of first 2% of the holiday price. Amounts more than this plus £1 administration fee and Travel Agents commission will be surcharged to you. If this means the total cost of the holiday increases by more than 8% then you are entitled to cancel your holiday and receive a full refund of all monies paid except any insurance premium and amendment charges. We will communicate the options with you either through email or letter, with a reminder if necessary. If you exercise the right to cancel we must receive written notice within 20 days of the date of the surcharge invoice. The currency exchange rate used in the holiday costings are based on rates as at the publication date of this Charter.
If you change your booking
If, after our confirmation has been issued, you wish to change to another of our holidays or change departure date, we will do our utmost to make the changes, but we cannot guarantee to do so. You will be asked to make a payment of £15.00 per booking to cover our administrative costs, plus any further costs we incur in making the amendment. 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. Alterations may not be able to be made within 8 weeks of departure and any such request for an alteration will be treated as a cancellation of the original booking and will be subject to the cancellation charges set out in paragraph below. Some arrangements cannot be changed without paying a cancellation charge of up to 100% of the ticket cost.
Please note: if you want to cancel and 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.
Transferring your booking
You can transfer your booking to somebody else but the person must satisfy all the conditions of the holiday and you must inform us either by letter or email no less than 7 days before departure. As all the pick up times will have been arranged the new passengers may not be able to board at their chosen departure point. You will remain responsible for ensuring payment. This is in addition to (and does not affect) the separate responsibility of the transferee to us.
If you need to cancel your holiday
You or any member of your party may cancel your holiday at any time provided the cancellation is made by the lead person on the booking form and is communicated to us in writing. You must pay cancellation charges to cover our administration costs and to compensate for the risk of us not reselling the holiday. Your cancellation will take effect from the date on which we receive your written confirmation of your cancellation. You must also return any tickets or vouchers 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. Where bought in supplies, such as ferries, hotel accommodation etc have been bought in on your behalf, and where the terms and conditions of the supplier are non-refundable, these products will be charged to you at the full retail rate. If this applies, the non-refundable items will be deducted from your holiday costs and the following scale of charges will be applied to the remainder:
|CANCELLATION BY THE 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:
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
In the event of unavoidable and extraordinary circumstances occurring at the place of destination of its immediate vicinity and which significantly affect - (a) the performance of the package or (b) the carriage of passengers to the destination. The traveller may terminate the package travel contract before the start of the package without paying any termination fee.
Alterations to your holiday by us
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 minor changes. We reserve the right to do this at any time. We will let you know about any important changes as soon as possible. including the minimum number of passengers required on the trip. 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 major change to your holiday, you will have the option of withdrawing from the holiday without penalty or transferring to another holiday without any charge. In either case, we will pay you compensation, according to the scale set below. A major change includes the time of your departure or return time by more than 12 hours, location of resort or type of hotel, a change in cross channel travel. If we tell you about any of these changes after we have confirmed your holiday booking (other than force majeure), you may either:
- accept the new arrangements offered by us; or
- accept a replacement holiday from us of equivalent or similar standard and price (at the date of the change), if we can offer you one; or
- cancel your holiday with us and receive a full refund of all monies
Either way, we will pay you compensation, using the Compensation table shown:
6 days or over
5 days & under
|More than 56 days
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.
IMPORTANT NOTE: Compensation will not be payable if the holiday is cancelled because the number of persons booked is less than the number required, or for events beyond our control, which include: war, threat of war, riots, civil disturbances, terrorist activity and its consequences, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks and pandemics, unavoidable and unforeseeable technical problems with transport for reasons beyond our control or that of our suppliers; hurricanes and other actual or potential severe weather conditions, and any other similar events. You are also advised to check with The Foreign and Commonwealth Office Advice Unit regularly at www.fco.gov.uk/travel prior to travel.
All holidays operate if the minimum number of participants is met. However, in no case will we cancel your holiday less than 4 weeks before the scheduled departure date, except where you have failed to pay the final balance or because of force majeure (force majeure means an event which we or the suppliers of the services in question could not foresee or avoid and is therefore beyond our control).
Our responsibility to you
We will endeavour to ensure the holiday which you book with us is supplied as described in our publicity material and the services offered reach a reasonable standard and if you are in difficulty we will assist you. If any part of our holiday contract is not provided as promised, you may terminate the contract without paying a termination fee and we will pay you appropriate compensation if this has affected your enjoyment of your holiday. We will however, not be liable if there are any unforeseeable or unavoidable actions of a third party not connected with our travel services, or there were unavoidable or extraordinary circumstances, or the lack of conformity is due to a traveller in the party. We accept responsibility for the acts and/or omissions of our employees, agents and suppliers except where they lead to death, injury or illness. Our liability in all cases shall be limited to a maximum of twice the value of the original holiday cost (not including insurance premiums and amendment charges). We accept responsibility for death, injury, or illness caused by the negligent acts and/or omissions of our employees or agents together with our suppliers and sub-contractors, servants and/or agents of the same whilst acting within the scope of, or during their employment in the provision of your holiday. We will accordingly pay to our clients such damages as might have been awarded in such circumstances under English Law. In respect of carriage by air, sea, tunnel and rail and the provision of accommodation our liability in all cases will be limited in the manner provided by the relevant international convention. 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 act against the person or organisation responsible for causing the death, personal injury or illness. This clause does not apply to any separate contracts that you may enter for excursions or activities during or outside of your holiday. 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 holiday, we may offer guidance and where legal action is contemplated and you want our assistance, you must obtain our written consent prior to any proceedings (We limit the cost of our assistance to you or your party to £5000 per party).
If you have a complaint
If you have a problem during your holiday, YOU MUST inform your Tour Manager, your Driver or the relevant Supplier/Resort Representative immediately who will endeavour to put things right. If your complaint cannot be resolved locally you must complete a Holiday Report Form which can be obtained from your driver or local representative, which you should keep. Our contact number, for unresolved complaints will be our office number on 015242 41330 (open in office hours). You must follow this up within 14 days of your return home by writing to Bibbys of Ingleton giving your original booking reference number and all other relevant information, including the reference of the Holiday Report Form. It is therefore a condition of this contract that you communicate any problem to the supplier of the services in question AND to our Representative whilst in resort. If you fail to follow this simple procedure, we cannot accept responsibility, as we have been deprived of the opportunity to investigate and rectify the problem. Should your complaint not be resolved and you wish to pursue the complaint further the Bonded Coach Holiday Group have an Alternative Dispute Resolution scheme and full details are available from BCH/CPT. Please contact them at, the Confederation of Passenger Transport, Fifth Floor South, Chancery House, 53-64 Chancery Lane, London. WC2A 1QS.
Our coach seating arrangements
We will always use our reasonable endeavours to provide a coach to the specification in our brochure or advert, but reserve the right to substitute an alternative vehicle should there be unforeseen circumstances. There is a seating plan but in some cases, operational reasons may require a coach with a different configuration. We reserve the right to alter a coach seating plan and allocate you different seats for operational reasons, other than those booked. Single passengers may be required to share a double seat with other single passengers to maximise the available seating. When your booking is confirmed, you will be given a choice of seats that are available at that time. Specific seats will not be allocated on coaches/minibuses operating a feeder service between joining points and main holiday departure points or on coaches that carry out transfers between airports, seaports etc. 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 purchased in advance at the time of booking. If you fail to do this and it transpires that the seat allocated is insufficient for your needs and the is no alternative seating available, then you will be refused access to the coach and any payments made will be liable to forfeiture.
Some hotel facilities and entertainment may be withdrawn for routine or emergency maintenance or be subject to seasonal availability and provision of the facilities cannot be guaranteed. Single occupancy of rooms may be subject to a supplementary charge.
Health & safety
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. There may be countries that we visit that have special medical requirements for tourists. These regulations are subject to change and our clients are responsible for complying with entry and current health requirements. If you are not sure of the health requirements for the country you are visiting, you are advised to check with your own GP before travelling. You are also advised to refer to the Department of Health leaflet 'Health Advice for Travellers'.
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. Smoking is not allowed on our coaches (including E-Cigarettes).
Travel documents, itinerary's, pick-up-points & passports
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 21 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. You are responsible for ensuring you are at the correct departure point, at the correct time and with the correct documents Bibbys of Ingleton reserve the right to modify itineraries to conform with requests from competent authorities both within the UK and abroad.
For all Continental holidays, you will require a full 10-year British Passport (machine readable) valid for a further 6 months after your holiday. If you do not hold a full British Passport or you have any doubts about your status as a resident British subject, you must check with the Embassy or Consulates of the Countries to be visited to confirm the Passport or visa requirements when you book. We cannot accept responsibility if passengers are not in possession of the correct travel documents. For full details on passport requirements, please contact ‘the identity and passport service' on 0300 222 0000 (www.direct.gov.uk).
The E111 has been changed to the EHIC European Health Insurance Card, please make sure you are in possession of one when travelling abroad. You can obtain a free document by applying online www.ehic.org.uk.
All special needs and requests if agreed, should be entered on the booking form and be included in the confirmation of the holiday. These cannot be guaranteed except where confirmed as part of our holiday commitment to you and are detailed on your holiday booking confirmation. We are keen to ensure that we plan the arrangements for your holiday so that special needs and requests can be accommodated as far as possible. If you will need assistance or may be unable to fully enjoy all aspects of your holiday you must tell us in advance so that we can maximise your enjoyment of the holiday. We will need to know if you will need special facilities in the hotel, taking part in the excursions or have difficulty boarding and travelling on the coach or other means of transport. Before booking your holiday, you should be sure that you and your party are both physically and mentally capable of completing the itinerary. If you need advice or further information, you should contact Bibbys of Ingleton. If you will require a special diet please tell us at the time of booking, or as soon as you are medically advised.
We 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 also request that mobile telephones are not used on the coach save for exceptional circumstances.
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. Before booking your holiday, you should be sure that you and your party are both physically and mentally capable of completing the itinerary.
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.
You must tell us if you have an existing medical condition, disability or complex need that may affect your holiday or other group member’s enjoyment of it, before you book your holiday. We reserve the right to request a doctor’s certificate confirming that the passenger is fit for travel. If in our reasonable opinion, your chosen holiday is not suitable for your medical condition or disability, we reserve the right to refuse your booking. You are responsible for bringing with you the proper clothing and equipment, which we advise you about in our printed holiday information leaflet. We want you to enjoy your holiday and will help you select an appropriate trip.
We strongly advise that you take out personal travel insurance for the trip. It is compulsory for our tours travelling to Europe, Ireland, Channel Islands and Isle of Man, Isle of White, Scottish Island Tours and with any travel that includes a ferry or flight. You will be required to provide us with your travel policy details and emergency 24 hour contact number. Bibbys of Ingleton will not accept responsibility or any liability due to the failure of any person to take out adequate insurance cover.
The insurance should cover medical and repatriation costs, personal injury, loss of baggage and cancellation charges. If you do not have adequate insurance and require our assistance during your holiday, we reserve the right to reclaim from you any medical repatriation or other expenses which we may incur on your behalf which would otherwise have been met by insurers.
Holidays by air
Holidays travelling by air are booked through an ATOL registered agent. They are subject to their booking conditions which we will supply on request.
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. Please do not leave valuable items in your suitcase when left on the coach.
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.
Excursions & visits
Excursions which are included in the cost of your booking are detailed on the brochure page and refunds will not be made for excursions not taken. Optional excursions booked and paid for in resort do not form part of your booking. There will be no refunds or reductions when visiting National Trust or English Heritage properties if you are a National Trust or English heritage member. Admission to the property will be included in the holiday package.
Data protection act
We comply with the GDPR 2018 Regulations, our data controller is Bibbys of Ingleton and our data protection policy can be found at Bibbys of Ingleton or you can request a copy from Bibbys of Ingleton, New Road, Ingleton, Carnforth, LA6 3NU.
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.
We do not allow pets or any other animals, although we accommodate registered assistance dogs, but not on overseas holidays.
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.
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 may be able to pick up at some villages en route - please enquire. Another option is to leave your vehicle IN OUR SECURE CAR PARK 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.
This Trading Charter was published - October 2018.