Please read this carefully before making a Booking
In these uncertain times as a result of the UK's relationship with the European Union, Edwards Holidays are delighted to offer some clarity and certainty. With the 29th March fast approaching, it's understandable that you may have questions when it comes to booking your next holiday, especially to Europe. That's why we at Edwards would like to take this opportunity to reassure you that when you book your holiday with us, you are completely protected, whatever the outcome.
Once you have booked your holiday and paid your deposit, we guarantee that whatever happens as a result of Brexit the price of your holiday will not increase.
It is important to check the date that your passport expires. When travelling to the EU after the 29th March 2019, the UK Government recommends that you have 6 months left on your passport on the date you arrive in the EU. You can use the Governments website tool to check the validity of your passport under these rules. https://www.passport.service.gov.uk/check-a-passport
Finally, it is worth noting that it in any event, the UK will enter a transition period in which everything will stay the same until the end of 2020.
1. WHY SHOULD I READ THIS?
By making a booking you, as the lead name, agree on behalf of all persons detailed on the booking that:
a. you have read these Booking Conditions and have the authority to and do agree to be bound by them;
c. you are over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions declare that you and all members of the party are of the appropriate age to purchase those services;
d. you accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking. Please take time to read through these booking conditions and you will see that they set out in simple terms what responsibilities we both have when entering into a contract.
2. HOW AND WHEN DO I MAKE THIS CONTRACT WITH YOU?
You can make the contract in a number of ways. You can write to us, telephone, book online or use a nominated travel agent. Whichever way you choose, the contract is made when your booking is entered onto our reservation system and we issue a confirmation of booking. We will send you, or your agent, the confirmation of your booking usually within 48 hours. Please check this confirmation very carefully to ensure all the information is correct and tell us, or your agent, immediately of any errors. We reserve the right to return your deposit and decline to issue a confirmation at our absolute discretion. If your confirmed arrangements include a flight, we (or if you booked via an authorised agent of ours, that agent) will also issue you with an ATOL Certificate.
3. INSOLVENCY PROTECTION - HOW IS MY HOLIDAY MONEY PROTECTED?
We subscribe to the Code of Conduct of the Bonded Coach Holidays Group (BCHG) of the Confederation of Passenger Transport UK. We therefore provide full financial protection for our package holidays which dont include flights, by way of a bond held by the BCHG (Bonded Coach Holidays Group, Fifth Floor South, Chancery House, 53 64 Chancery Lane, London, WC2A 1QS, Tel: 0207 240 3131, e-mail: firstname.lastname@example.org). The BCHG requires a bond to be taken out to provide protection for your holiday money in the unlikely event that a member cannot, for financial reasons, carry out their obligations to their passengers.
We provide financial security for flight-inclusive packages and ATOL protected flights by way of our Air Travel Organisers Licence number 6176, issued by the Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email: email@example.com.
When you buy an ATOL protected product from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. ATOL protection extends primarily to customers who book and pay in the United Kingdom and European Economic Area (EEA)
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
4. WHEN DO I NEED TO PAY FOR MY HOLIDAY AND HOW MUCH?
At the time of booking you will need to pay a non-refundable deposit for each person travelling. The deposit for overland tours in this brochure is £50.00 per person, for London Theatre Breaks and Events you will need to pay £95 deposit per person, for flight tours, cruises, train or Formula 1 Grand Prix tours you will need to pay a £200.00 deposit per person. Your deposit is not inclusive of any additional packages that you may book as part of your holidays such as theatre tickets etc. The balance is due 56 days prior to departure for overland and 100 days for Disney, flights, cruises or trains. Where you use an agent they may require you to pay them earlier than this date and will advise you separately of their balance due date. If you book within our balance due period, you will need to pay the total holiday cost at the time of your booking. If you do not pay the outstanding balance for your holiday on or before the date when it is due we may cancel your booking and you will be required to pay the cancellation charges detailed in Section 10 below, as a courtesy we may contact you prior to the balance due date, but we are not obliged to do so.
Where optional items are purchased as part of the tour package these are payable on the balance due date except where items 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.
5. IF I USE AN AGENT WHO DOES MY MONEY BELONG TO?
Your agent will hold your deposit on your behalf until we issue a confirmation of your booking. The agent then holds this money on our behalf. The agent holds any balance you pay on your behalf until the date the balance is due. The agent will then forward to us. All monies you pay to the travel agent are held by the agent on behalf and for the benefit of the Trustees of the Air Travel Trust at all times. This is subject to the agents obligation to pay it to us for so long as we do not fail. If we fail, any money held at that time by the agent, or subsequently accepted from you by him, is and continues to be held on behalf of and for the benefit of the of the Air Travel Trust without any obligation to pay that money to us.
6. ACCURACY AND HOLIDAY PRICE
We endeavour to ensure that all the information and prices both on our website and in any advertising material that we publish are accurate, however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before you make your booking.
We reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays. We also reserve the right to increase the price of confirmed holidays solely to allow for increases which are a direct consequence of changes in:
(i) the price of the carriage of passengers resulting from the cost of fuel or other power sources;
(ii) the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and
(iii) the exchange rates relevant to the package.
Such variations could include but are not limited to airline cost changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport providers. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that.
However, if this means that you have to pay an increase of more than 8% of the price of your confirmed holiday (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. 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 the price of your holiday go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of £15. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. There will be no change made to the price of your confirmed holiday within 20 days of your departure nor will refunds be paid during this period.
Promotions and discount offers cannot be combined and may be restricted to limited products as listed on the advert. Discounts cannot be added retrospectively.
7. CAN I CHANGE MY HOLIDAY ARRANGEMENTS?
After we have issued our booking confirmation we will do our very best to accommodate any changes you may want to make, but we cannot guarantee to do so. Any changes must be notified to us in writing and signed by the lead name. If we are able to make the changes, an amendments fee of £15 per booking per occasion will be payable plus any additional charge(s) for the facilities requested. Any significant alteration after the balance due date will be treated as a cancellation of the original booking and will be subject to the cancellation charges as stated in section 10 below. A significant alteration would include a change of departure date, holiday or hotel or number of people travelling. Any significant change made by you on a flight or cruise holiday will usually be treated as a cancellation and you will be held responsible for any costs incurred.
8. CAN I TRANSFER MY BOOKING TO SOMEONE ELSE?
You can transfer your booking to someone else provided you give us reasonable notice. If you wish to make a transfer:
(a) the person you are transferring to must be able to satisfy all the conditions of the holiday;
(b) a change cannot normally be made less than seven days prior to departure;
(c) you must pay any outstanding balance payment along with an administration charge of £15 per booking for every transfer we make plus any reasonable additional costs caused by the transfer; and
(d) the person you are transferring to must agree to these booking conditions and all other terms of the contract between us.
You and the transferee remain jointly and severally liable for payment of all sums owed to us in connection with the booking. If you are unable to find a replacement, cancellation charges as set out in section 10 will apply in order to cover our estimated costs.
In some cases however airlines may refuse to allow passengers to transfer their bookings, regrettably in these circumstances, any significant change by you on a flight or cruise holiday will usually be treated as a cancellation by you and you will be held responsible for any costs incurred by us.
9. HOW CAN I CANCEL MY HOLIDAY?
Cancellation Before Departure:
You or any member of your party may cancel at any time, provided that the cancellation is made by the lead name and is communicated to our head office in writing. You will have to pay the cancellation charges set out in the scale below (in section 10) 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/travel agent receives 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.
Cancellation By You Due To Unavoidable & Extraordinary Circumstances:
You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of unavoidable and extraordinary circumstances occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation. Please note that your right to cancel in these circumstances will only apply where the Foreign and Commonwealth Office advises against travel to your destination or its immediate vicinity. For the purposes of this section, unavoidable and extraordinary circumstances means warfare, acts of terrorism, and significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.
This section 9 outlines the rights you have if you wish to cancel your booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive 2011/83/EU).
10. SCALE OF CANCELLATION CHARGES.
Period before departure within which written cancellation of holiday is received:-
PERIOD BEFORE DEPARTURE % CANCELLATION SCALE
More than 42 days DEPOSIT
42-29 Days* 30%
28-15 days 45%
14-08 days 60%
07 Departure Day 100%
There is a change to the scale of cancellation charges on certain Flight, Cruises and River Cruises Tours. Please refer to a Travel Advisor for details. *Unless lower than deposit amount.
Important Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.
11. WHAT HAPPENS IF YOU CHANGE MY HOLIDAY?
As we plan your holiday arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.
Changes: If we make an insignificant change to your holiday, we will make reasonable efforts to inform you or your travel agent as soon as reasonably possible if there is time before your departure but we will have no liability to you. Examples of insignificant changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same or higher standard, changes of carriers. Please note that carriers such as airlines used in the brochure may be subject to change.
Occasionally we may have to make a significant change to your confirmed arrangements. Examples of significant changes include the following, when made before departure:
(a) A change of accommodation area for the whole or a significant part of your time away.
(b) A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
(c) A change of outward departure time or overall length of your arrangements by more than 12 hours.
(d) A change of UK departure airport except between:
I. The London airports: Gatwick, Heathrow, Luton, Stansted, London City and Southend
II. The South Coast airports: Southampton, Bournemouth and Exeter
III. The South Western airports: Cardiff and Bristol
IV. The Midlands airports: Birmingham, East Midlands and Doncaster Sheffield
(e) A significant change to your itinerary, missing out one or more destination entirely.
Cancellation: We will not cancel your travel arrangements less than 56 days before your departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your holiday before this date if, e.g., the minimum number of clients required for a particular travel arrangement is not reached.
If we have to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of:
i. (for significant changes) accepting the changed arrangements; or
ii. having a refund of all monies paid; or
iii. accepting an offer of alternative travel arrangements of a comparable or higher standard from us, if available (at no extra cost); or
iv. if available, accepting an offer of alternative arrangements of a lower standard, with a refund of the price difference between the original arrangements and the alternative arrangements.
You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again, we will assume that you have chosen to accept the change or alternative booking arrangements.
Insurance If we cancel or make a significant change and you accept a refund, we will provide a full refund of your travel insurance premiums if you paid them to us and can show that you are unable to transfer or reuse your policy.
12. SCALE OF COMPENSATION (not including day trips).
In addition to a full refund of all monies paid by you, we will pay you compensation as detailed below, in the following circumstances:
(a) If, where we make a significant change, you do not accept the changed arrangements and cancel your booking;
(b) If we cancel your booking and no alternative arrangements are available.
The compensation that we offer does not exclude you from claiming more if you are entitled to do so. Period before departure in which significant change is notified to you or your agent Amount per person*
Tours of 6 days or over Tours of 5 days and under
More than 56 days Nil Nil
29 - 56 days £10 Nil
15 - 28 days £15 Nil
8 - 14 days £20 £15
0 - 7 days £25 £20
*IMPORTANT NOTE: We will not pay you compensation in the following circumstances:
(a) where we make an insignificant change;
(b) where we make a significant change or cancel your arrangements more than 56 days before departure;
(c) where we make a significant change and you accept those changed arrangements or you accept an offer of alternative travel arrangements;
(d) where we have to cancel your arrangements as a result of your failure to make full payment on time;
(e) where the change or cancellation by us arises out of alterations to the confirmed booking requested by you; (f) where we are forced to cancel or change your arrangements due to Force Majeure (see section 13).
13. FORCE MAJEURE
Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by Force Majeure. For the purposes of these Booking Conditions, Force Majeure means any event beyond our or our suppliers control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned s control.
Brexit Implications: please note that certain travel arrangements may be affected as a result of the United Kingdoms decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports and changes to the visa requirements of British citizens travelling to, within or through the EU. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our control, we would treat any such changes as Force Majeure, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we will not be liable to pay you any compensation.
14. WHAT IS THE EXTENT OF OUR LIABILITY TO YOU?
(1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an organiser under the Package Travel and Linked Travel Arrangements Regulations 2018, as set out below and as such, we are responsible for the proper provision of all travel services included in your package, as set out in your confirmation invoice. Subject to these Booking Conditions, if we or our suppliers negligently perform or arrange those services and we dont remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your package holiday you may be entitled to an appropriate price reduction or compensation or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this package. The level of any such price reduction or compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these Booking Conditions and the extent to which ours or our employees or suppliers negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.
(2)We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from (a) the acts and/or omissions of the person affected; or (b) the acts and/or omissions of a third party unconnected with the provision of the services contracted for and which were unavoidable and extraordinary; or (c) Force Majeure (as defined in section 13).
(3) We limit the amount of compensation we may have to pay you if we are found liable under this section: (a) loss of and/or damage to any luggage or personal possessions and money: the maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are required to have adequate insurance in place to cover any losses of this kind. (b) Claims not falling under (a) above and which dont involve injury, illness or death: the maximum amount we will have to pay you in respect of these claims is up to three times the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking. (c) Claims in respect of international travel by air, sea and rail, or any stay in a hotel: i) The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport companys own Conditions of Carriage will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those Conditions of Carriage. You acknowledge that all of the terms and conditions contained in those Conditions of Carriage form part of your contract with us, as well as with the transport company and that those Conditions of Carriage shall be deemed to be included by reference into this contract. ii) In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier. iii) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
(4) It is a condition of our acceptance of liability under this section that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
(5) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to us or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
(6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) relate to any business.
(7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
(8) Where it is impossible for you to return to your departure point as per the agreed return date of your package, due to unavoidable and extraordinary circumstances, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3 night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your holiday. For the purposes of this section, unavoidable and extraordinary circumstances mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.
15. WHAT DO I NEED TO DO IF I HAVE TO COMPLAIN?
If you have a complaint during your holiday you must inform the driver / representative as soon as possible to allow them the opportunity to resolve the problem. The driver has been supplied with a complaints receipt book / procedure and details of your complaint must be documented - you will receive a signed copy of the complaint form from the driver. If you encounter any problems with the hotel you must inform the hotel staff immediately to allow them the opportunity of rectifying the matter, in most cases these difficulties can be rectified on the spot. However, it is not possible to rectify any hotel problems (i.e. room, food or service) after you have returned from your holiday.
If your complaint is not resolved locally and you wish to complain further, please contact our Customer Services Team within 14 days of your return from the holiday at the following address: Customer Services, The Courtyard, Parc Busnes Edwards, Llantrisant, Pontyclun, RCT, CF72 8QZ.
Please ensure that you adhere to our Complaints Procedure to assist us with our detailed investigation. We will try to resolve your complaint within 28 days and if this has not been achieved we will contact you to tell you why.
Please note that we offer an Alternative Dispute Resolution service through our Bonded Coach Holidays (BCH) / ABTA membership. Please see section 16 / 17 for further details.
16. IF I DO NOT AGREE WITH YOUR DECISION CAN I REQUEST ARBITRATION?
Yes you can, if we cannot resolve your complaint amicably you may request that the dispute is referred to an independent arbitration scheme either via ABTA (as set out in Section 16) or via the scheme established by the Confederation of Passenger Transport UK. Full details of this scheme will be provided on request or you can obtain a copy from Bonded Coach Holidays, Fifth Floor South, Chancery House, 53 64 Chancery Lane, London, WC2A 1QS, E-mail: firstname.lastname@example.org, Tel:0207 2403131, Fax: 0207 2406565. This arbitration scheme provides a simple and inexpensive method of arbitration on documents alone with restricted liability on the customer in respect of costs. This scheme does not apply to claims for an amount greater than £1500 per person. There is also a limit of £7500 per booking. Normally there is a time limit of 9 months from the date of return from your holiday within which to request arbitration but in exceptional circumstances the scheme can be used beyond this date. This scheme does not apply to claims that arise mainly in respect of physical injury or illness or the consequences of any illness or injury, nor does it apply to air tours.
We are a Member of ABTA, membership number Y6098. We are obliged to maintain a high standard of service to you by ABTAs Code of Conduct. We can also offer you ABTAs scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we cant resolve your complaint, go to www.abta.com to use ABTAs simple procedure. Further information on the Code and ABTAs assistance in resolving disputes can be found on www.abta.com.
18. COACH ALLOCATION
Due to operational reasons (breakdown, availability, low number of passengers etc.) Edwards Coaches reserve the right to use midi or standard (no toilet) coach rather than having to cancel your tour or day trip. We will endeavour to inform clients beforehand unless unforeseen circumstances prevent us from doing so. Occasionally we will be sub contracting some of our tours to other coach companies - which may have a different coach configuration to Edwards Coaches.
19. COACH SEATING
There is a seating plan of the coach for each tour, but it is possible that on occasions, operational reasons will require a coach with a different configuration or in the case of tours with low passenger numbers - passengers from two coaches merged onto one coach. We therefore reserve the right to alter a coach seating plan and allocate seats other than those you have booked. N.B It is important that you are aware of this matter as seat numbers cannot be guaranteed to remain the same as stated on your initial invoice. However, we will endeavour to advise customers when a seat change is to be made. Requests for particular seats can be made on most holidays when booking but allocations are made on a first come first served basis, therefore, you are advised to book early. When your booking is confirmed you will be offered the next available vacant seat.
Specific seats will not be allocated on coaches which operate feeder services between pick up points and main holiday departure points, or on coaches which carry out transfers to and from seaports and airports or on any excursion carried out by a third party.
20. HEALTH AND SAFETY ON HOLIDAY
Some tours in our brochure require average physical ability as there may be an element of walking involved. This does not imply other itineraries are suitable and Edwards Coaches will not accept liability for omissions. It is the responsibility of the client to check directly with our reservations department, Tourist Boards and suppliers to satisfy themselves of the suitability of the holiday itinerary prior to booking the holiday. In some countries, standards of infrastructure, safety and hygiene may be lower than those to which we are accustomed in the UK. You should therefore exercise greater care for your own protection. Further information can be obtained from your GP or from your travel agent who can provide you with the leaflet Health Advice for Travellers published by the Department of Health. When travelling to member states of the EC, we strongly advise you to carry with you an European Health Insurance Card. This European health card allows you to free or reduced health care costs whilst in member states. It is very important that you declare any serious illness or ailments at the time of booking. Some people may be at risk from discomfort or deep vein thrombosis (DVT) if they remain immobile on a journey for a long period of time. If you are planning to undertake a bus or coach journey of more than 3 hours you should consult your doctor if you have ever had DVT or pulmonary embolism, a family history of clotting conditions, cancer or treatment for cancer, a stroke, heart or lung disease or if you have had major surgery in the past 3 months. We reserve the right to refuse any booking in the absence of a doctors 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.
21. PASSENGER BEHAVIOUR.
We want all our passengers to enjoy their holiday. However, you must remember that you are responsible for your behaviour and personal hygiene and the effect it may have on others. If you or any member of your party is abusive, disruptive or behaves in a way which in our reasonable opinion could damage property or cause damage or injury to others or affect their enjoyment of their holiday, we have the right, after reasonable consideration to terminate your contract with us. In the event of this happening we will have no further obligations or liability to you. The coach driver / representative or authorised official is entitled to refuse you boarding if in their reasonable opinion you are under the influence of drink or drugs or you are being violent, abusive or disruptive. If you are refused boarding on the outward journey we will regard it as a cancellation by you and we will apply cancellation charges according to the scale in Section 10, 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. If you are a group organiser (10+ passengers) you must complete and sign a group Disclaimer Form prior to travelling. This form can be obtained from our Travel Shop Advisors.
22. NO SMOKING POLICY.
We operate a strict no smoking policy on all our coaches this includes substitute/dummy cigarettes. Comfort stops are made en-route. The smoking policy of other carriers and suppliers will vary, but in the majority of hotels we use, there is no smoking in any of the guest bedrooms or public areas.
We do not allow pets to be taken on our holidays. However, Registered Assistance Dogs will normally be accommodated on UK holidays.
24. PICK UP POINTS, ITINERARIES, TRAVEL DOCUMENTS, PASSPORT AND EXCURSIONS.
You are responsible for ensuring that you are at the correct departure point at the correct time, with the correct documents and we cannot be held liable for any loss or expense suffered by you or your party because of an incorrect passport or late arrival at the departure point.
Approximately one week prior to departure we will send you or your booking agent a travel ticket with confirmation of your pick-up point and new time if changed and all the necessary colour coded labels so that you receive them in good time for your holiday. Certain travel documents may have to be retained by us, your driver/courier will then issue them to you at the relevant time, and if you lose a travel document after it has been issued to you we will require you to meet the direct cost charged by the carrier/supplier for the issue of a duplicate or replacement.
If you are a British citizen travelling outside the United Kingdom you must have a full UK passport valid for a minimum of six months after your scheduled date of return. Non-UK citizens must seek passport and visa advice from the consulates of the countries you plan to visit prior to making a booking for one of our holidays. The name on the passport must match the name on the ticket. If someone in your party changes name after the booking is made, you must tell us immediately so that we can issue the ticket in the new name.
Edwards Coaches Ltd. Reserve the right to modify itineraries at their discretion. Drivers regulatory hours or to conform to requests from the competent Authorities in the United Kingdom and/or any other sovereign state through which the tour will operate.
Included excursions are detailed on the relevant brochure page and refunds will not be made for any excursion not taken. Admission fees to buildings, grounds etc. are not included in the price of the holiday unless otherwise stated on the relevant brochure page. Edwards Coaches reserve the right to return home earlier than stated on itinerary due to unforeseen circumstances, or operational reasons, without prior notice.
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator
25. WHAT HAPPENS IF I AM DELAYED?
Your travel insurance may cover you for some delays. In addition where you are delayed for more than six hours in any one day, we will seek to minimise any discomfort, and where possible, arrange for refreshment and meals. If you are delayed at the airport, it is the responsibility of the airline to provide you with appropriate refreshments and meals. Edwards Coaches reserve the right, in the unlikely event of a coach breaking down, to replace the tour coach with a standard coach.
26. DO I NEED TO TAKE OUT TRAVEL INSURANCE?
We recommend that you have adequate travel insurance for the duration of your trip. If you decide to decline the insurance we offer, you must advise us of the name and contact telephone number of your insurance company and policy number if applicable, in such circumstances we will not check your policy for suitability and it remains your responsibility to ensure that you are adequately insured. If you do not have adequate insurance and require our assistance whilst on holiday, we reserve the right to reclaim from you any medical, repatriation or other expenses that we may incur on your behalf, which would otherwise have been met by insurers.
Travel Insurance Indemnity
If you have declined to take out insurance cover offered by Edwards Coaches Ltd. t/as Edwards Holidays you are agreeing to undertake on behalf of yourself and all members of your party:
1. To arrange holiday insurance which provides comparable cover to that offered by Edwards Holidays
2. Not to hold Edwards Holidays or the travel agent, responsible for any costs incurred by your party due to your failure to take out adequate insurance
3. To indemnify Edwards Holidays and the travel agent for any costs incurred by them due to your failure to take out adequate insurance cover.
Nothing in this agreement shall limit or exclude your statutory rights
27. WHAT ASSISTANCE WILL YOU GIVE ME IF THINGS GO WRONG WHEN IT IS NOT YOUR FAULT?
If, whilst you are on holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or sub-contractors we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your partys negligence.
28. SPECIAL NEEDS.
Our coaches do NOT have any special fittings or lifts, therefore, we do ask that you are able to board and disembark our coaches safely and unaided. For your information, our drivers are not insured to physically assist passengers on and off any of our vehicles this includes any size vehicle that is used for our Tours and feeder service. Any assistance offered by the driver and accepted by you is at your own risk.
Unfortunately many hotels overseas do not provide adequate facilities for guests with mobility problems or who suffers from other disabilities. 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. If you will need assistance or special facilities in the hotel or may have difficulties in taking part in excursions or boarding/ travelling on the coach or other means of transport you must let us know immediately because NOT all of our holidays may be suitable for you.
We will accept lightweight wheelchairs for travel, subject to them being able to be folded and stowed away in the luggage hold of the coach. We regret that we are unable to take wheelchairs, which are over 15kg (33lb) in weight. We MUST be advised at the time of booking that a folding wheelchair is being taken on the trip. If you do not tell us you are taking additional items we may not be able to accommodate them. Some attractions and tours may not be suitable for the disabled or passengers with walking difficulties. Electric scooters can be hired at most of our chosen destinations however, if you wish to take your own, due to health and safety and weight issues please contact our reservation staff for further information and guidance.
Clients that use nebulisers can take a small hand held (or personal) oxygen cylinder on the coach but for those that need large oxygen cylinders you must arrange for them to be sent directly to the hotel. We cannot carry large cylinders in the lockers/ luggage areas for UK or European Tours.
29. SPECIAL REQUESTS
If you require a special diet please tell us prior to booking or as soon as you are medically advised, if possible please send us a copy of the diet. We will notify the hotel(s) on your holiday but please note some hotels may not have facilities to cope with special diets and we cannot be held liable for their failure to do so. You should also detail any other requests - for example, low floor a particular room or location etc. we will pass your request to the relevant supplier but this does not necessarily mean that your request is definite. If a request can be fulfilled you may incur an extra charge, payable either to us or direct to the hotel. Please note that requests cannot be guaranteed unless we confirm on your booking confirmation that this is a guaranteed requirement.
30. SINGLE OCCUPANCY
Single occupancy of rooms when available may be subject to a supplementary charge and this will be shown on the brochure page or advised at the time of booking. NB If you are charged a Single Room Supplement (SRS) it does not mean that your single room is of a better quality or larger in size to any other single room.
Some of our hotels arrange additional entertainment, which could be bingo, quizzes or music etc. 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 lack of demand or for operational reasons. The hotel reserve the right to change entertainment, once authorisation has been approved by Edwards Coaches, at their discretion. When purchasing a tour that contains tickets (theatre/show/concert), while we endeavour to ensure that all members of your party are seated together this cannot always be guaranteed. Booking fees are not refundable in any event.
32. DATA PROTECTION ACT
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we, and your travel agent, need to use the information you provide such as name, address, any special needs/dietary requirements etc. We take full responsibility for ensuring that proper measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as hotels, transport companies etc. The information may also be supplied to security or credit card checking companies, public authorities such as customs/ immigration if required by them, or as required by law. Additionally where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not, however, pass information on to any person not responsible for part of your holiday arrangements. This applies to any sensitive information that you give to us such as details of any disabilities or dietary/ religious requirements. If we cannot pass this information on to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking you consent to this information being passed on to the relevant persons. Please note that where information is held by your travel agent, this is subject to your agents own data protection policy. Your data controller is Edwards Coaches Ltd. You are entitled to a copy of your information held by us. If you would like to see this, please contact us. We retain your full contact details and other information in secure files and electronic storage facilities, we may use this information to contact you by mail, telephone or electronic means. We will provide you with details of other goods and services including those of selected third parties. If you do not wish to receive further information about products and services, please write to the Marketing Manager.
33. BOOKING ONLINE
Please remember before you proceed to book a holiday on line, please read our on line booking Terms & Conditions very carefully.
Please Note: International bookings can only be accepted with a UK postal Address and a full mobile number including international dialling code and if possible, a UK telephone number.
34. DOOR TO DOOR PICK UPS
Please make sure you refer to the Door to Door pick up terms for any supplementary charges for passengers living outside the designated areas.
35. TRAVELLING WITH CHILDREN
Following recent guidelines from the British Foreign Office, single parents or other adults travelling alone with children should be aware that some countries require documentary evidence of parental responsibility before allowing lone parents to enter the country or, in some cases, before permitting the children to leave the country. The advice strongly suggests that any child or children who travels with a grandparent, aunt etc., must have a signed letter of authority from either the parents or legal guardians of the child and this must be carried with the childs passport, giving permission for the child or children to be taken out of the U.K. (For further information on exactly what will be required at immigration, please contact the appropriate embassy)
36. FOREIGN OFFICE ADVICE
You are responsible for making yourself aware of Foreign Office advice in regard to the safety of the countries and areas in which you will be travelling and to make your decisions accordingly. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure (see section 13).
37. PUBLICATION DATE AND DETAILS.
This brochure was published in the United Kingdom by Edwards Coaches Ltd. The Courtyard, Parc Busnes Edwards, Llantrisant, Pontyclun, RCT, CF72 8QZ in September 2018
Your Holiday Price
Your holiday price includes, a) transport from any of our joining points specified in this brochure. b) Hotel accommodation and meals as specified in the individual holiday descriptions contained in this brochure, (the half board price on British and Continental holidays includes breakfast or continental breakfast and dinner, commencing with dinner on the first day and terminating with breakfast on the last day. except where otherwise stated), c) VAT at 20% where applicable, unless otherwise indicated in the holiday description, entrance fees, guide fees, sightseeing tours and optional excursions are not included in the holiday price. Some hotels may make a small charge for tea and coffee served after dinner. Gratuities to hotel staff and driver/couriers are not included and are discretionary. We reserve the right to increase or decrease holiday prices shown in this brochure but will not do so after your booking has been confirmed except in the circumstances detailed in Section 6 of our Trading Charter above.
We insist that all passengers must keep luggage to a medium sized suitcase and weighing no heavier than 18kg (39.6lb), 2 suitcases for Cruises. In addition a small hold-all may also be taken on the coach. We reserve the right to refuse to carry any passengers exceeding the above limits and you will be asked to remove excess weight. Overnight bags can be used but any luggage left on coach is at your own risk and we cannot be held responsible for any damage or loss to your property. Please note that at some hotels, particularly on the Continent, porterage is not always available between the coach and the hotel. It is unlikely that luggage or personal belongings will be covered by your insurance if left unattended or in an empty vehicle overnight and you must therefore take all belongings with you at overnight stops. All luggage and belongings should be insured to full value and all personal items such as jewellery, cameras, watches etc, should be carried on the person. It is your responsibility to ensure that your luggage and belongings are loaded on to the coach on which you are travelling, especially at ports, interchange pointsand on leaving the hotels. You should ensure that you attach the Edwards colour coded luggage label provided by us to your suitcase. We accept no responsibility if you leave or lose your luggage or your luggage gets damaged in transit.
If you need an extension for your seatbelt, please ask at the time of booking.
Routes shown in this brochure may have to be changed on occasion due to traffic conditions or for other reasons and in consequence it may not be possible to pass through all the places mentioned in an itinerary. Furthermore stops can only be made at a limited number of places according to the time available. Some excursion itineraries include the use of ferries and other forms of transport, which can be affected by inclement weather and may have to be cancelled, in such cases we will seek to provide a suitable alternative. Published running times of services are estimates which may be affected by circumstances outside our control. We reserve the right to change excursions or itineraries without notice when appropriate for operational reasons without compensation.
Child reductions are occasionally available, please ask your travel consultant for details.
Hotel and Meal information
Hotels have been carefully selected to provide clients with good value for money and range from smaller family owned hotels to large luxury hotels. On centred holidays a description of the main hotel is given in the holiday itinerary on the relevant brochure page. The onus is on the customer to ensure that the hotel, resort and itinerary are suitable for their needs. Almost all of our holidays include breakfast and dinner daily (half board) except where stated Set menus are usually provided on Continental holidays and on some British holidays. Please remember when travelling abroad that food served will vary from country to country and on occasions may be prepared and served differently from the way we are used to Breakfast on the Continent usually comprises rolls, butter, preserves and coffee although some hotels now provide a Continental buffet breakfast in Britain, English breakfast is usually provided. Please remember when booking that hotel standards do vary and that