Terms and Conditions - Robinsons Holidays

Please read the following terms and conditions carefully.

Why should I read this page?
Because it is very important. Our Trading Charter forms a key part of our
agreement with you and forms the basis of a 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 have the
authority to accept, and do accept, on behalf of your party the terms of these
booking conditions. This contract is made subject to the terms of these booking
conditions, which are governed by English Law, and the non-exclusive jurisdiction
of the English Courts. These contract Terms and Financial guarantees will not apply
to any holiday involving any type of flight.
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, e-mail, visit our website or use a nominated travel agent. 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 agent the confirmation of your booking within seven working days. Please
check this confirmation very carefully to ensure all the information is correct and
tell us, or your agent, immediately of any errors.
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.
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.
BCHG Consumer Guarantee
The Bonded Coach Holiday Group guarantees to bona fide customers that in the
event of failure of a bona fide Member, it will:
(1)Wherever possible, arrange for a holiday or tour to be completed;
(2)Where failure occurs after a holiday has begun, arrange for customers to be
returned by an appropriate means of transport to their UK area of departure;
(3)If the holiday or tour cannot be completed as planned, the reimbursement of
payments made by the customer to the BCHG Member.
When do I need to pay for my holiday and how much?
At the time of booking you will need to pay a deposit for each person named on the
booking. The balance must be paid before the dates listed below.
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 below. The date of cancellation will normally be the
date you confirm in writing that you intend to cancel or 15 days after the balance due
date, whichever comes first.
Deposit £50 per person (air holidays £100).
Your balance is due 8 weeks prior to departure. Where you use an agent, they may
require you to pay them earlier than this date and will advise you separately of the
balance due date.
Where optional items are purchased as part of the tour 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.
Air Holidays Deposit
All Air Holidays featured within this brochure are subject to a £100 deposit and to
the financial terms and conditions of the ATOL holder arranging your holiday.
Air Holidays ñ Airlines subject to an EU Operating Ban
In accordance with EU Directive ñ (EC) No.2111/2005 Article 9, we are obliged to
bring to your attention the existence of a ìCommunity Listî, which contains
details of air carriers subject to an operating ban within the EU Community. A
copy of the ìCommunity Listî is available for inspection at HYPERLINK
"http://ec.europa.eu/transport/air-ban/list_en.htm" The "Legislation"
option link on that section leads to the Directive itself.
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 the
balance you pay on your behalf until the date the balance is due. The agent will
forward to us.
Can you change the price of my holiday after you have issued the
booking confirmation?
Yes we can, but only in very limited circumstances. The price of your holiday is
subject to change for an increase or decrease in any of the following costs:-
ï Transportation costs including fuel (including fuel tax), ferry operator fares
and tolls, embarkation or disembarkation fees at terminals.
ï Exchange rates applied to the particular holiday booked.
ï Dues and taxes (including the rate of VAT). Even in this case, we will absorb
an amount equivalent to 2% of the holiday price, which excludes any
insurance premium, and any amendment charges. Only amounts in excess of
this 2% will be surcharged, but where a surcharge is payable there will be an
administration charge of £1 per person together with a separate amount to
cover your agentís commission. If this means paying more than an extra 10%
on the holiday price, you will be entitled to cancel your holiday with a full
refund of all money paid. Should you decide to cancel because of this, you must
exercise your right to do so within 14 days from the issue date printed on the
revised invoice. Alternatively, you may prefer to take a comparable alternative
holiday, if available, details of which will be provided with the revised invoice.
We will not surcharge you after the date that your balance is due unless the
change relates to any amount set by or payable to a Government of a country
forming part of the holiday and even then no surcharge will be imposed less
than 30 days pre-departure. Where there is a decrease in the above costs the
price of your holiday will be reduced and a refund given. The prices terms and
dates will be those used for applying any increase. In addition to sterling we
use the following currencies in calculating our holiday prices.
Below are the equivalent exchange rates to £1 sterling from XE.com dated 9th
November 2010. Please note that some apparent changes may not affect the
price of your holiday due to contractual protection which we have in place.
Euro Zone Euro £1 = 1.15
Switzerland Swiss Franc £1 = 1.55
Can I change my holiday 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 signed the booking
form or the lead name to whom the booking confirmation has been sent. If we are
able to make the changes an amendment fee of £5.00 may be payable plus any
additional charge 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 detailed below. A significant alteration would
include a change of departure date, holiday or hotel, or number of people travelling.
Can I transfer my booking to someone else?
You can transfer your booking to someone else provided you give us reasonable
notice. This person must be able to satisfy all the conditions for the holiday and a
change cannot normally be made later than fourteen days prior to departure.
We will make an administration charge of £20 per person for every name change we
make plus any reasonable additional costs caused by the change. You will remain
responsible for ensuring that the holiday is paid for by the balance due date.
Transfers made within 6 weeks of travel (excluding 1 week before departure) to a
Robinsons Hotel will incur a £50 per person charge. We are unable to transfer any
holidays that are not to a Robinsons hotel within 6 weeks of travel. Normal
cancellation charges will apply.
How can I cancel my holiday?
You, or any member of your party, may cancel at any time provided that the
cancellation is made by the person who signed the booking form or the lead name to
whom the confirmation has been sent 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. We will tell you before your booking is
confirmed if there have been any changes since the brochure was published.
What happens if you change my holiday?
The arrangements for your holiday will usually have been made many months in
advance. Sometimes changes are unavoidable and we reserve the right to make
them. Most of these changes are likely to be minor and we will do our best to keep
you informed.
If, after booking and before departure, we make a significant change to your
holiday you will have the option of withdrawing from the holiday without
penalty or alternatively you may transfer to another holiday without paying an
administration fee. In either case we will pay you compensation according to the
scale set out below.
A significant change would involve a change in departure date, time or return time
of more than twelve hours or departure town, location of resort or quality of hotel,
(excluding single overnight hotels on touring holidays). We reserve the right to use
on the short sea crossing between England & France either ferry or Channel tunnel.
If you withdraw from the holiday because we have made a significant change or if
we have to cancel your holiday for any reason other than non-payment by you we
will offer you the choice of:
ïA comparable replacement holiday if available;
or:
ïA replacement holiday of lower quality together with a refund of the price
difference;
or:
ïA 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 need to set
bearing in mind the need to safeguard the holiday arrangements of other customers.
Scale of Compensation
We will pay you compensation for significant changes on the following scale:
Period before departure in which significant change is notified to you or your agent
Compensation for short breaks of below four days will be paid at 50% of the above.
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.
Compensation will not be paid where the change is made as a result of events
beyond our control including war or threat of war, riot, civil strife, terrorist activity,
industrial disputes, fire, quarantine, epidemic or health risks, natural or nuclear
disasters, port and terminal closures and/or adverse weather conditions.
You are entitled, if appropriate to be compensated by the Robinsons Holidays for the
non-performance of the contract except where:
a) The package is cancelled because the
number or 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.
If, after departure, we need to make a change to a significant proportion of your holiday
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.
What is the extent of your liability?
We accept responsibility if you or any member of your party is killed or injured as
a result of an activity forming part of your holiday arrangements which you
booked with us before your departure; or if any part of your holiday
arrangements, booked with us in the UK, is not as described in the brochure or
not of a reasonable standard; if the failure in your holiday arrangements or any
death or personal injury is due to any fault on our part or that of our agents or
suppliers whilst acting in the course of their employment. We do not accept
responsibility if the failure, death or personal injury is not caused by any fault of
ours or of our agents or suppliers or is caused by you or someone not connected
with your holiday arrangements; or if the failure, death or personal injury is due
to unusual or unforeseen circumstances which, even with
all due care, we, or our
agents or suppliers, could not have anticipated or avoided.
Where you, or any member of your party, participate in sports or any other activity
that involves an element of risk whilst on holiday and this has been arrangedd
completely independently of Robinsons it should be understood
that participation
is at the individualís own risk and it is their own responsibility
to obtain the relevant
insurance.
For claims which do not involve personal injury, illness or death, the most we will
have to pay if we are liable to you is twice the price the person affected paid for
their holiday (not including insurance premiums and amendment charges). We
will only have to pay this maximum amount if everything has gone wrong and you
have received no benefit from your holiday.
Robinsons do not accept any liability for any changes or delays to any form of
transportation where this does not form any part of the holiday you have booked
with us.
If you or any member of your party is killed, injured or becomes ill as a result of
transport by ship, train or coach, any liability which we may have to pay
compensation is limited in line with the Athens Convention (applies to
transport by ship), the Berne Convention (applies to transport by rail) and the
Geneva Convention (applies to transport by road). You can get copies of the
relevant conventions from us if you ask. You should also note that these
conventions may limit or remove the carrier's liability to you and the amount
which the carrier has to pay you.
If we make any payment to you or any member of your party for death,
personal injury or illness, you will be asked to assign to us or our insurers the
rights you may have to take action against the person or organisation
responsible for causing the death, personal injury or illness.
Our suppliers (such as accommodation or transport providers) have their own
booking conditions or conditions of carriage, and these conditions are binding
between you and the supplier. Some of these conditions may limit or remove the
relevant transport provider's or other supplier's liability to you. You can get copies
of such conditions from our offices, or the offices of the relevant supplier.
What do I need to do if I have to complain?
If you have a complaint during your holiday 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 holiday, you remain
dissatisfied you should write within 28 days to Customer Services, Robinsons
Holidays, Park Garage, Great Harwood, Blackburn BB6 7SP.
In your letter you will need to quote your booking reference number, holiday
number, departure date and the number of the Holiday Report 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. In deciding
how to respond to your complaint we will take into account the date you first
drew the problem to the attention of our driver/representative or supplier.
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
established by the Confederation of Passenger Transport UK. Full details
of this scheme will be provided on request or you can request a copy from
CPT, Drury House, 34-43 Russell Street, London WC2B 5HA.
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.
COACH SEATING
There is a seating plan of the coach for each holiday, 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 holidays 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.
Fo operational reasons specific seats will not be allocated on coaches which
operate on feeder services between joining points and main holiday departure
points. These vehicles may not have the facilities of the main tour coach. On
some occasions excursions may be combined and seating allocations may not
apply.
Health & Safety on holiday
In some foreign countries, standards of infrastructure, safety and hygiene may
be lower than those to which we are accustomed in the UK. You should
therefore exercise greater care for your own protection. 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.
Passenger behaviour
We want all our passengers 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 shown. 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.
No smoking policy
We operate a strict no smoking policy on all our coaches. We make frequent
comfort stops. The no smoking policy of other carriers and suppliers will vary
and will be supplied on request if you contact Robinsons Holidays.
Pets
We do not allow pets to be taken on our holidays. Registered Assistance
Dogs
will normally be accommodated on UK holidays but not on overseas holidays.
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
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.
Scale of Cancellation ChargesAmount of cancellation charge as a %
Period before departure within
which written cancellation of
holiday is received
More than 42 daysDeposit
41 - 30 days30% - or deposit, if greater
29 - 16 days45%
15 - 8 days60%
7 - 1 days 90%
Departure day or later including
voluntary termination whilst on holidayTotal holiday cost
Amount per person
More than 42 daysNil
25 to 42 days £10
15 to 24 days £15
8 to 14 days£20
0 to 7 days£25
OUR TRADING CHARTER WITH YOU
O. & C. Holdsworth Ltd. t/a Robinsons Holidays, 9 Harrison Road, Halifax
HX1 2AF Registered in England No. 255149
Booking Conditions
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