Our Trading Charter With You....

 

1. 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:-

• transport,

• accommodation,

• other tourist services not ancillary to transport or

accommodation and accounting for a significant

proportion of the package.

 

2. Why should I read this?

Because it is very important. Our Trading Charter forms a

key part of our agreement with you because it not only

comprises the booking terms and conditions for the

booking of your package, but also the Consumer Guarantee

(described below) from The Bonded Coach Holidays Group

(“BCH Group”), part of the Confederation of Passenger

Transport UK, providing protection for the money you pay

to us for the booking should we go out of business. Both the

booking terms and conditions and the Consumer Guarantee,

together with the confirmation of booking we give you at the

time we commit to your booking for you, together make up

the legally binding contract between you as the lead name

making the booking, anyone else in your party and us.

When you make this booking as the lead name you

undertake that you are 18 and have the authority to accept,

and do accept, on behalf of your party the terms of this

Trading Charter. This contract is made subject to the terms

of this Trading Charter, which are governed by English Law,

and the non-exclusive jurisdiction of the English Courts.

However, if you are resident in Scotland or Northern Ireland,

you are able to choose the law and courts in your country, but

if you wish to do so we would ask you to request this before

placing your booking.

This Trading Charter and the Consumer Guarantee

will not apply to any booking involving any type of flight.

Instead, if you are booking a holiday which includes a

flight, you will be supplied with the full booking conditions of

the ATOL holder arranging your holiday with whom you have

a contract. Your booking agent will have a copy or

alternatively you can request one prior to booking your

holiday from.

 

3. 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, use a travel or

booking agent, email, or visit our website. Whichever way

you contact us, the contract is made when your booking is

entered on to our reservation system and we issue a

confirmation of booking. We will send you, or your booking

agent the confirmation of your booking within 14 days.

Please check this confirmation very carefully to ensure all the

information is correct and tell us, or your agent, immediately

of any errors.

 

4. 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.

 

5. BCH Group 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:

5.1 wherever possible, arrange for your package to be

completed;

5.2 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;

5.3 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.

 

6. 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.

 

7. 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.

Our commitment is always conditional upon any balance

being paid before the dates listed below.

If you book within our balance due period you will need

to pay the total package cost at the time of your booking.

If you do not pay the outstanding balance for your

package on or before the date when it is due we may

cancel your booking and you will be required to pay the

cancellation charges detailed below. The date of cancellation

will normally be the date on which we receive your written

confirmation that you intend to cancel or 15 days after the

balance due date, whichever comes first.

Deposit per person as specified on the holiday itinerary.

Your balance is due 8 weeks prior to departure.

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.

 

8. 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, which confirms there is

a contract between us. The agent then holds this money on

our behalf. The agent holds the balance you pay on our behalf

until the date the balance is due. The agent will then forward

to us.

 

9. 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:-

À� Transportation costs such as fuel and/or fuel tax,

ferry operator fares and tolls, embarkation or

disembarkation fees at terminals;

À� Exchange rates applied to the particular package

booked; or

À� 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, which

excludes insurance premiums and any amendment

charges, will be absorbed. An administration fee of £1

per person will be paid by you. If this means that you

would have to pay an increase of more than 10% of the

price of your package before increase, you may cancel it

and receive a full refund of all monies paid, except for

any amendment charges. We will consider an

appropriate refund of insurance premiums paid if you

can show that you are unable to transfer or reuse your

policy. Should you decide to cancel for this reason, you

must exercise your right to do so within 14 days from the

issue date printed on your revised invoice. Alternatively,

you can accept an offer of an alternative comparable

package of equivalent or superior quality, if available, or

an alternative package of lower quality, if available. You

may then transfer payment made in respect of the

original package to the alternative package. If the cost of

the alternative package is less than the original package,

the difference in price will be refunded. We will also pay

compensation as set out below. Please note that travel

arrangements are not always purchased in local currency

and some apparent changes have no impact on the price

of your package 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 on 6th November 2015 using the following

currencies.

Country Exchange rate. £1 = 1.35 Euros.

 

10. Can I change my package arrangements?

After we have issued our booking confirmation we will do our

best to accommodate any changes you may want to make but

we cannot guarantee to do so. Any changes must be notified

to us in writing and signed by the person who made the

booking. If we are able to make the changes an amendment

fee may be payable plus the cost that we incur in making the

amendment. The costs of making a change increases the

closer to the departure date you want to make it. Some

arrangements, like particular types of tickets, cannot be

changed without paying a cancellation charge of up to 100%

of the cost of the ticket.

 

11. Can I transfer my booking to someone else?

You can transfer your booking to someone else provided you

give us written notice. This person must be able to satisfy all

the conditions for the package and a change cannot normally

be made later than seven days prior to departure. We may

make an administration charge for every transfer we make

plus any reasonable additional costs caused by the transfer.

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.

 

12. 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 via the office at which you

made your original booking. 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

either the travel agent or we receive your written confirmation

of your cancellation. You must also return any tickets or

vouchers that you have received. A reduction in room

occupancy may increase the charges for the remaining

passengers by the application of supplements for low

occupancy of rooms.

 

13. Scale of Cancellation Charges

Period before departure within Amount of cancellation

which written cancellation of Charge as a %

package price is received of total package cost

More than 42 days Deposit only

42 – 29 days 30% or Deposit,

if greater

28 – 15 days 45%

14 – 8 days 60%

7 days to day of departure 100%

 

14. What happens if you change my package?

The arrangements for your package will usually have been

made many months in advance. Sometimes changes are

unavoidable and we reserve the right to make them at any

time. Most of these changes are likely to be minor and we will

do our best to keep you or your booking agent informed.

If, after booking and before departure, we make a

significant change to your package you will have the option of

withdrawing from the package without penalty or alternatively

you may transfer to another package without paying an

administration fee. 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.

 

15. Scale of Compensation

We will pay you compensation for significant changes on the

following scale:

Period before departure in which Amount

significant change is notified to you per

or your agent person

More than 42 days Nil

29 to 42 days £10

15 to 28 days £15

8 to 14 days £20

0 to 7 days £25

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 within the period indicated in the description of

the package; 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.

 

16. 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:

o a third party unconnected with the provision

of the travel arrangements, or

o 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

o 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 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

convention. These include the Athens Convention

(applies to transport by ship), the Berne Convention

(applies to transport by rail), the Geneva

Convention (applies to transport by road) and the

Paris Convention (applies to accommodation). You

can get copies of the relevant conventions from the

Internet or from us. You should also note that these

conventions limit or remove the amount of

compensation that you can claim for death, injury,

delay to passengers and loss, damage and delay to

luggage. We will apply the limits of these

Conventions to any payments to you as if we were

the carrier.

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.

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.

 

17. 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 complete a

Holiday Report Form which is available from the

driver/representative. You will be given a copy of this report

which you should keep. If, on your return from your package,

you remain dissatisfied you should write within 28 days to

Truemans Coaches (Fleet) Ltd, Truemans End, Lynchford Road,

Ash Vale, Aldershot GU12 5PQ.

In your letter you will need to quote your booking

reference number, holiday number, departure date and the

number of the Holiday Report Form [or alternative method of

identifying the form] which you completed at the time.

If you do not tell us at the earliest opportunity about a

problem giving rise to your complaint we cannot take steps to

investigate and rectify it 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

independent arbitration scheme and full details are available

from them. The scheme is a simple and inexpensive way of

resolving complaints by reference to documents alone and

there is restricted liability on the customer in respect of costs.

The scheme is not available for claims for more than £1,500

per person and there is a limit of £7,500 per booking.

Normally there is a time limit of 9 months from the date of

return from your package 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.

 

18. Our Coaches

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.

Specific seats will not be allocated on coaches which

operate on feeder services between joining points and

main package departure points, on coaches which carry

out transfers to and from seaports or airports.

 

19. Hotel Facilities

Some hotel facilities, such as indoor or outdoor swimming

pools or leisure facilities, may from time to time be withdrawn

for routine maintenance or be subject to seasonal availability.

The provision of these facilities is therefore not guaranteed.

 

20. Health & Safety during your package

In some foreign countries, standards of infrastructure, safety

and hygiene may be lower than those to which we are

accustomed in the UK. You should therefore exercise greater

care for your own protection. Further information can be

obtained from your GP or from your travel agent who can

provide you with the leaflet “Health Advice for Travellers”

published by the Department of Health. Some people may be

at risk from discomfort or deep vein thrombosis (DVT) if they

remain immobile on a journey for a long period of time. If you

are planning to undertake a bus or coach journey of more

than 3 hours you should consult your doctor if you have ever

had DVT or pulmonary embolism, a family history of clotting

conditions, cancer or treatment for cancer, a stroke, heart or

lung disease or if you have had major surgery in the past 3

months. We reserve the right to refuse any booking in the

absence of a doctor's certificate confirming that you are fit to

travel. During the journey we will provide comfort stops as

frequently as possible. During these stops you are encouraged

to get off the coach and walk around. Exercise reduces any

discomfort which may be caused by periods of immobility.

During any journey you should drink alcohol only in

moderation as it leads to dehydration.

 

21. Passenger behaviour

We want all our customers to have a happy and carefree

holiday. But you must remember that you are responsible

for your behaviour and the effect it may have on others. If you

or any member of your party is abusive or disruptive or

behaves in a way which, in our reasonable opinion,

could cause damage or injury to others or affect their

enjoyment of their holiday, or which could damage

property, we have the right, after reasonable consideration, to

terminate your contract with us. If this happens we will have

no further obligations or liability to you. The coach

driver/representative, ship's captain, or authorised official

of other means of transport is entitled to refuse you boarding

if in their reasonable opinion you are unacceptably under the

influence of drink or drugs or you are being violent or

disruptive. If you are refused boarding on the outward journey

we will regard it as a cancellation by you and we will apply

cancellation charges according to the scale set out above. If

the refusal is on the return journey we have the right to

terminate the contract and will have no further obligations or

liability to you.

 

22. No smoking policy

Smoking is not permitted on our coaches.

 

23. Pets

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.

 

24. Pick up point, itineraries, travel documents

and passport

You are responsible for ensuring that you are at the correct

departure point, at the correct time, with the correct

documents and we cannot be held liable for any loss or

expense suffered by you or your party because of an incorrect

passport or late arrival at the departure point.

If you are a British citizen travelling outside the

United Kingdom you must have a full UK passport valid for

a minimum of three months after your scheduled date of

return. Non-UK citizens must seek passport and visa advice

from the relevant consulates or embassies of the countries you

plan to visit prior to making a booking for one of our packages

(and you are advised to check with the relevant consulate or

embassy to ensure you allow sufficient time before your

departure to apply for a visa). 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.

When you have paid the balance we will send you or

your booking agent all the necessary labels so that you

receive them in good time for your holiday. Certain travel

documents may have to be retained by us and your

driver/courier will then issue them to you at the relevant time.

If you lose a travel document after it has been issued to you

we will require you to meet the direct cost charged by the

carrier/supplier for the issue of a duplicate or replacement.

Truemans Coaches reserve the right to modify itineraries

to conform with requests from the competent authorities in

the United Kingdom and any other sovereign state through

which the tour will operate. We recommend that you read the

British Foreign and Commonwealth Office (FCO) advice about

your holiday at www.fco.gov.uk.

Excursions which are included in the cost of your

booking and are part of your package are detailed on the

relevant brochure page and refunds will not be made for any

excursion not taken. Optional excursions may be booked and

paid for in resort but these will not form part of your booking.

Admission fees to buildings, grounds etc. are not

included in the price of the package unless otherwise stated

on the relevant brochure page.

 

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 refreshments and meals.

 

26. Do I need to take out travel insurance?

We strongly advise all our customers to take out travel

insurance to 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 package, 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.

 

27. What assistance will you give me if things go

wrong when it is not your fault?

In addition to what has already been stated (and without

affecting that), if you, or any member of your party, suffer

death, illness or injury whilst overseas arising out of an

activity which does not form part of your package travel

arrangements or an excursion arranged through us in the UK,

we shall at our discretion, offer advice, guidance and

assistance. Where legal action is contemplated and you want

our assistance, you must obtain our written consent prior to

commencement of proceedings. Our consent will be given

subject to you undertaking to assign any costs, benefits

received under any relevant insurance policy to ourselves. We

limit the cost of our assistance to you and any member of your

party to £5000 per party.

 

28. 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 on-line, 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 either you or your booking agent should contact

Truemans Coaches.

 

29. Special requests

If you require a special diet please tell us before booking, or as

soon as you are medically advised, and send us a copy of the

diet. We will notify the hotel or hotels identified in your

booking but please note that some hotels may not have

facilities to provide special diets and we cannot be held liable

for their failure to do so unless the hotel has confirmed in

writing that a special diet will be catered for. Where we think

that a hotel is likely to be unable to cope with a special diet,

we will tell you prior to your booking confirmation being

issued so that you can exercise your right to cancel your

package booking without charge. Any extra costs incurred by

you during your package must be paid to the hotel by you

prior to departure from the hotel.

You should also detail any other requests, for example,

low floor rooms, particular rooms or locations on the special

requests section of the booking form [or other method of

confirming in writing that the request was made.] We will

pass your request to the relevant supplier but this does not

necessarily mean that your request will be fulfilled. If a request

can be fulfilled you may incur an extra charge payable either

to us or direct to the hotel. Please note that requests cannot

be guaranteed unless we confirm on your booking

confirmation that this is a guaranteed requirement

 

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.

 

31. Entertainment

Some of our hotels arrange additional entertainment.

Where this is part of the package 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.

 

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 checking

companies, public authorities such as customs/

immigration if required by them, or as required by law.

Additionally, where your package is outside the

European Economic Area (EEA), controls on data protection in

your destination may not be as strong as the legal

requirements in this country. We will not, however, pass

information on to any person not responsible for part of your

travel arrangements. This applies to any sensitive information

that you give to us such as details of any disabilities or

dietary/religious requirements. If we cannot pass this

information to the relevant suppliers, whether in the EEA or

not, we cannot provide your booking. In making this booking,

you consent to this information being passed on to the

relevant persons. Please note that where information is held

by your travel agent, this is subject to your agent's own data

protection policy.

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.