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Terms & Conditions
Heathside Travel Limited provide coach services under an International Operators License within the guidelines established by the Department of Transport. All the vehicles meet the roadworthiness specifications which govern the passenger transport industry.
All drivers employed by Heathside Travel Limited are qualified and competent to drive the company’s vehicles. All our drivers hold valid driver certificates of Professional Competence and attend mandatory training. Our driving staff also have CRB/DBS checks carried out every three years.
1.0 ‘Conditions’ means the Terms and Conditions under which the Company provides coach services ‘Company’ means Heathside Travel Limited.
1.1 ‘Client’ means the organisation, individual or an agent. ‘Passenger’ means the person or persons being carried by the Company’s vehicle.
1.2 ‘Quote’ means the agreed set price which is defined by the company to the client.1.3 ‘Private Hire’ means a client who may hire the companies vehicles on an ad hoc basis
1.4 ‘Regulations’ means that the company provides coach services based upon European Community Regulations. ‘Tachograph’ is a device for recording time, distance, speed and rest taken on each vehicle during the day’s journeys.
1.5 ‘Contract’ means the agreement between the company and the client.
1.6 The following conditions apply whether a contract has been made verbally or in writing. The hirer acts on behalf of all the passengers travelling on Heathside Travel vehicles or any third party owned vehicles.
1.7 If the hirer is a company, group, or partnership, an individual must be named as a responsible person and be at least 18 years of age. The hirer is responsible for the actions and decisions of all the passengers on board including any additional costs incurred in performing the contract. This will apply even if the hirer is not onboard at the time. Additional costs include additional hire time (charged per hour), damages and any additional parking charges.
1.8 The company will only accept instructions from the hirer. If the hirer is not going to travel with the party, a representative must be chosen and the company informed prior to the hire taking place. We must be notified no later than the day before the hire.
1.9 The Client is wholly responsible for providing the detail of the services required in writing or email to the company at all times.
1.10 Quotations are given on the basis of the most direct route and on information provided by the hirer. The route used will be at the discretion of the company unless it has been particularly specified by the hirer in which case it will be clearly shown on the confirmation and confirmed by the company.
1.11 All quotations are given subject to the company having available a suitable vehicle at the time the hirer accepts the quotation. The company can substitute one of its vehicles with a third parties’ vehicle with no notice, so long as the third party vehicle is of the same executive standard.
1.12 Quotations are valid for 1 month unless otherwise stated in writing by letter or email.
1.13 Quotations are given for coach and driver only. Any additional charges such as parking will be separately identified and will be the hirer’s responsibility unless otherwise specified.
1.14 Verbal or written confirmation by the company is the basis for the acceptance of a hiring or for a subsequent alteration to its terms.
1.15 Clients are responsible for reconfirming the reservation in writing by post or email and by paying the deposit (if stated) within 72 hours of making the reservation (booking). Failure of making a deposit payment could lead to the booking being cancelled at any time.
1.16 Any last minute changes to the requirements by the client must be made in writing and emailed to [email protected]
1.17 The vehicle will depart at times agreed by the hirer and it is the responsibility of the hirer to account for all passengers at those times. The company will not accept liability for any losses incurred by passengers who fail to follow instructions given by the hirer or driver. For example: If the hirer has 3 passengers missing at departure time and the driver must depart, Heathside Travel Ltd will not be responsible for any costs incurred by any passengers for return travel.
1.18 If the hirer wishes to cancel any agreement, this must be confirmed in writing, the company’s relevant terms and conditions will apply, or the following scale of charges will apply in relation to the total hire charge:
Up to 10 days notice – 25% of the hire cost
5 – 9 days notice – 35% of the hire cost
2 – 3 days notice or less – 50% of the hire cost
24 hours notice or less – 100% of the hire cost
Any deposits paid are non-refundable. Refunds are at the managers discretion in difficult circumstances where travel may not happen. For example – Cancelled event due to Covid 19.
In addition to this, the cost of any accommodation, meals, theatre tickets, parking fees, ferry and/or shuttle costs which have already been purchased by the company will be charged to the hirer, plus any administration charges incurred by the company which is set at 20% of additional costs.
1.19 Cancellation due to inclement weather conditions will be charged as above.
1.20 On private hire, no animals (other than guide dogs and hearing dogs notified to the company in advance) may be carried on any vehicle without prior written agreement from the Company.
1.21 No bill or poster is to be displayed on any vehicle without the written consent of the Company. Any poster or flyers displayed without written consent will be removed without warning.
1.22 Should an existing contract be cancelled, in writing, by either party, this will result in any credit terms being revoked and all outstanding monies will become due with immediate effect. All our contracts that run for more than 3 months will require a 1 month notice period.
Insurance
2.0 All Clients or passengers are responsible for maintaining active adequate travel insurance cover for all passengers travelling on the company’s vehicles.
2.1 The client’s insurance cover must indemnify the company against liabilities which are out of the control of the Company.
2.2 The Client’s insurance cover must indemnify the company from any such direct or indirect service failure or negligence by the client, their servants or agents.
2.3 The Company accepts any personal property of the hirer and their passengers on the understanding that it will take all reasonable steps to avoid loss or damage.
2.4 The hirer should notify the company or the driver if items of exceptional value are to be carried on the vehicle. It is the hirer’s responsibility to minimise risk of loss when property is left unattended. Any property left on a Heathside Travel Ltd vehicle will always be the responsibility of the hirer not the driver.
Contract – Terms of Payment
3.0 Subject to any special terms, the Client must pay for the provision of coach services, before the journey is undertaken. Payment can be made by BACS, cheque or cash. Please also see point 1.15 above regarding deposit payments.
3.1 Clients who maintain an annual agreement with the Company will be invoiced for the provision of coach services on a daily, weekly or monthly basis according to the Tariff Agreement and Contract.
3.2 Clients who are contracting on an ad hoc basis will need to make payment in accordance with the following terms:
- A pro forma invoice will be issued, with UK outstanding payments due 10 days prior to the date of travel and outstanding overseas payments due 15 days prior to travel.
- Immediate payment is required for all late notice bookings (i.e. less than 10 days before date of travel)
- The Company reserves the right to levy additional charges for additional mileage or time than that agreed. The charges will be pro rata and in accordance with the formula advised on the booking confirmation.
3.3 In the event of a Termination of Contract by the Client, the Company is without prejudice to any right or remedy entitled to cancel the reservations and any further reservations without further notice
Provision of Coach Services
4.1 The Company maintains the right to define the route taken by any vehicle, unless specifically agreed prior to the start of the journey.
4.2 The Company’s drivers maintain the final decision upon the route taken by the vehicle, with full consideration for the safety and wellbeing of his/her passengers.
4.3 The Company takes every precaution to meet pick-up and set-down deadlines but is indemnified by the Agent or Client in the event of delays which are out of the Company’s control.
4.4 The hirer cannot assume use of the vehicle between outward and return journeys, nor to remain at the destination for the hirer’s use unless this has been agreed with the Company in advance. This will normally be written as ‘day rate’ or ‘standby time’.
4.5 Clients’ representatives, guides, tour leader or escorts undertake the responsibility at their own risk and must indemnify the Company against service failure.
4.6 Representatives must be qualified and competent to represent the Agent or Clients
4.7 Representatives must be dressed in accordance with the Clients instructions and/or the passenger ‘type’
4.8 Representatives must be insured by the Clients and indemnify the Company thereof.
4.9 Representatives jurisdiction cannot in any way impinge upon the safety of the vehicle
4.10 Representatives on a part-time basis must meet all the normal requirements for full-time representatives
4.11 Representatives using Company equipment on the vehicles are obligated to return the equipment without damage and in full
working order
4.12 Representatives meeting vehicles are wholly responsible for liaison according to the contract terms.
4.13 Representatives must accept as final, such decisions by the driver, which are in accordance with the Road Traffic Act and Passengers Safety and reflect the best possible route.
4.14 The Drivers retain final discretion over the pick-up and set-down location in compliance with the Road Traffic Regulations and local restrictions at the time of the journey. Should the Client, or any person claiming to represent the Client, insist that passengers are picked up/set-down in a location not approved by the driver the Client agrees that it will be responsible for the payment of any parking/traffic violation penalty or fine which may be incurred and agrees that it will reimburse the Company within 7 days of receipt from the Company of details of such penalty or fine. There will also be an administration fee of 20% of the total cost of fines.
4.15 The Contract and Reservations detail regarding arrival and departure times are defined on the Driver’s Work Ticket.
4.16 Drivers are responsible for the vehicle movement under the direction of the Traffic Manager who monitors general traffic situations.
4.17 Drivers provided by the Company are qualified and competent. They will endeavour to arrive punctually, subject to road traffic conditions, dressed in full company uniform and will offer assistance where possible to passengers and representatives.
4.18 Drivers are not responsible for the storage of luggage in defined compartments. Drivers are there to assist you in the loading of luggage. Luggage may not be stowed within the vehicle seating area/ gangways/emergency exits. The decision of where luggage is stowed is the driver’s decision and his/hers alone.
4.19 All vehicles hired by the company are subject to restrictions on carrying luggage for statutory safety reasons. The hirer accepts that the driver shall be the sole judge as to whether and to what extent passengers’ property is carried. Large, bulky items may not be able to be carried, and the hirer should take all steps to notify the company in advance of such requirements.
4.20 The Client indemnifies the Company against loss or damage to luggage or any such personal possession owned by the passengers.
4.21 The driver is not responsible for any porterage but has sole responsibility and discretion over the storage of passengers luggage.
4.22 Any possessions left on board during or after the journey will be retained by the driver and handed in to the Traffic Manager on return to the Company’s depot.
4.23 The Client indemnifies the Company against any such claim which may arise from loss or damage.
4.24 The driver is responsible for the safety of the vehicle at all times, and as such may remove any passenger whose behaviour prejudices safety. The hirer is responsible for any damage caused to the vehicle by any passenger for the duration of the hire.
4.25 The driver must maintain a record of his hours on a tachograph and must be able to demonstrate that he/she meets the regulations under the Company’s operational procedures.
4.26 The hours of operation for the driver are regulated by law and the hirer accepts the responsibility of ensuring the hire keeps to the hours and times agreed by the Company. Neither the hirer or any passenger shall delay or otherwise interrupt the journey in such a way that the driver is at risk of breaching regulations relating to driving hours and duty time. If any breach is likely to occur the hirer will be responsible for any additional costs incurred unless it is outside the control of the hirer.
4.27 The Company reserves the right to allocate a vehicle suitable for the requirement from the Client
4.28 The Client at the point of reservation may specify the size of the vehicle but the Company maintains the right to provide a vehicle which meets the requirement without prejudice to the reservations.
4.29 The Company reserves the right to provide a larger vehicle than that specified at no additional charge unless any extra seats are used in which case an additional pro rata charge will be made to the hire charge:
19 seater – £50
35 seater – £72
41 seater – £85
55 seater – £100
4.30 Clients specifications for coaches will be accommodated strictly on a first come first serve basis with availability being confirmed at the time of reservation.
4.31 The Company reserves the right to provide an alternative vehicle from a sub-contractor, who meets wherever possible all the Company’s quality criteria, without prior notice to the Client.
4.32 The Company gives its advice on journey time in good faith and can only be used as a guide. However, as a result of breakdown or traffic congestion, or other events beyond the reasonable control of the Company, journeys may take longer than predicted and in those circumstances the company will not be liable for any loss or inconvenience suffered by the hirer as a result.
4.33 The Company reserves the right to park the vehicle only in areas as defined by the Road Traffic Regulations or by local authorities which govern the parking of coaches.
4.34 Any ‘on board services’ provided by the Company are without prejudice and liability. The Company is indemnified by the Client against any claim or injury, directly or indirectly related to the provision of ‘on board services’; toilet facilities, hot & cold drinks & food, audio and visual facilities.
4.35 Any such notice in the coach for the benefit or well-being of the passengers are deemed to be understood and, unless requested, will be complied to without further representation by the Company or Driver.
Safety
5.1 The Company is governed by strict Code of Conduct. All safety measures are taken in accordance with the Road Traffic Act and Industry Regulations.
5.2 Passengers are requested to observe the international seat belt sign displayed adjacent to their seat and ensure that whilst the vehicle is in motion, they remain seated with their seat belt on at all times.
5.3 Passengers are requested not to get up from their seat to disembark until the vehicle is stationary at its destination.
5.4 Passengers should be encouraged by the hirer to familiarise themselves with emergency exits and procedures.
5.5 To comply with vehicle insurance regulations our vehicles may not carry more passengers than the number of seats on that vehicle, which is compliant to the construction and use regulations.
5.6 Currently there is no approved booster seat for coaches and no legislation at this time which states that booster seats must be used on coaches. It is, therefore, a parental decision as to whether or not it is appropriate to use a baby seat/child seat/booster.
5.7 It is the responsibility of the parent to ensure that any form of child restraint is correctly secured. All our vehicles are fitted with 3 point seat belts.
5.8 In the event of an incident or accident the driver, if able, will vacate the vehicle and ensure the passengers safety and immediately inform the Traffic Manager who will initiate a vehicle replacement if required or instruct the driver on the next course of action.
5.9 The Client Representative will, at all times, assist the driver in maintaining the passengers’ safety
5.10 In the event of a vehicle breakdown, the Company maintains the obligation to replace the vehicle with a vehicle of a comparable specification.
5.11 Any specialist needs for passengers who may have a disability must be defined at the time of reservation. All liabilities relating to the assistance and well-being of disabled passengers must remain with the Client or the Client’s representative. In the absence of a specific disclaimer, the acceptance of the Terms indemnifies the Company from any such claims.
Alcohol, Food and Drugs on Heathside Travel ltd Vehicles
6.1 Under the terms of the Sporting Events (Control of Alcohol) Act 1985 the Company does not allow the consumption of alcohol whilst being carried by a Public Services Vehicle to football matches.
6.2 Alcohol may be carried on the vehicle, with the exception of football match transfers – the storage is under the direction of the Driver.
6.3 The Director/s maintains the discretion by which any alcohol may be carried or consumed on any of the companies’ vehicles. The Directors decision will be final.
6.4 In the interest of passenger safety and comfort, it is Company Policy to that the consumption of food on the vehicles other than on a vehicle fitted expressly for that purpose, food (including fizzy drinks and alcoholic beverages) may not be consumed on the vehicle without prior written consent from the Company.
6.5 The carriage and/or use of drugs in or on a company vehicle is not permitted at any time.
6.6 In the event of complaint about the Company’s services, the hirer should endeavour to seek a solution at the time by seeking assistance from the driver or from the company. If this has not provided a remedy, complaints should be submitted in writing and within 14 days of the termination date of the hire. Our address can be found on our website – www.heathsidetravel.co.uk
Liability, Indemnity and Force Majeure
7.1 Notwithstanding the provision of the Contract or any remedy which might otherwise be available, the company’s sole liability to the Client shall be found to be achieved unless specific representation is made in writing/by email/fax and proven to be substantiated through arbitration.
7.2 Except in respect of death or personal injury caused by the Company’s proven negligence, the Company shall not be liable to the Client by any reason or any implied warranty, condition or other terms under common law or under express terms hereof.
7.3 Provision of coach services by the Company to the Client is made under, and in accordance with, the law governing England and Wales. The acceptance of the Contract by the Client will deem an acceptance of the law governing the provision of such coach services (to include Company Law and Road Traffic Law).
7.4 The Company accepts no liability for any incident, accident, damage or injury, including death, as a result of an Act of God/Force Majeure.
General
8.1 Any notice of change, whatsoever, to be given by either party to the other under the existing conditions shall be in writing/by email/fax and acknowledgment must be sent of notice by the initiator in writing/by email/fax.
8.2 Any such dispute between the Client and the Company, if the need arises, will be heard within the jurisdiction of the English Courts.
Bonded Coach Holidays – Trading Charter and Booking Conditions
1. FINANCIAL PROTECTION
Your contract is with Heathside Travel Ltd of Forest Edge, 1 Humber Road, Ferndown, Dorset, BH22 8XN. When you book a holiday with us, which does not include a flight, the money you pay us for the booking will be protected by Bonded Coach Holidays (BCH) and the Association of Bonded Travel Organisers Trust Limited (ABTOT), this is a Government approved consumer protection scheme. The scheme will also ensure your repatriation in the event the company becomes insolvent. Our Trading Charter and Booking Conditions set out clearly and simply the responsibility we have to you and in turn, you have with us, when a contract is made. Please see the Consumer Guarantee at https://www.abtot.com/bch-abtot-members-directory/ There is no financial protection if you purchase just transport or accommodation-only from us. We fully comply with the Package Travel and Linked Travel Arrangements Regulations 2018. The combination of travel services offered to you is a package holiday within the meaning of the Regulations. Therefore, you will benefit from all rights applying to package holidays. Heathside Travel Ltd will be fully responsible for the proper performance of the holiday and providing assistance if you are in difficulty. Your key rights will be in the details of the tour which will be provided prior to booking.
2. BOOKING AND PAYMENT
When a booking is made, the ‘lead name’ on the booking guarantees that he or she is 18 or over and has the authority and accepts on behalf of the party the terms of these booking conditions and pays the deposit indicated in the brochure and as confirmed in the pre-contract information. After we receive your booking and all appropriate payments, if the arrangements you wish to book are available, we will send you or your booking agent a confirmation invoice within 14 days. This confirmation will include any special requests we have agreed. All monies paid to your booking agent are held by them on your behalf until we issue our confirmation invoice, thereafter your booking agent holds the money on our behalf. A binding agreement will come into existence between us when we dispatch this invoice to the ‘lead name’ or your booking agent. Please check the confirmation carefully to ensure all the information is correct. This contract is governed by English Law, and the jurisdiction of the English Courts.
Single occupancy of rooms, when available, may be subject to a supplementary charge and these will be shown in the brochure. You can book by paying a deposit for each person named on the booking, but our commitment is always conditional upon the balance being paid as: Deposit £50 per person. The balance of the price of your holiday must be paid at least 8 weeks before your departure. If you book within our balance due period, you will need to pay the total holiday cost at the time of booking. If the balance is not paid in time, we reserve the right to cancel your holiday, retain your deposit, and apply the cancellation charges set out in the paragraph below. The date of cancellation will normally be the date we receive your written confirmation that you intend to cancel or 15 days after the balance due date, whichever comes first. Where optional items are purchased as part of the holiday, these are payable on the balance due date except where items, such as theatre tickets, have been specifically purchased for you. In this case the cost will be payable at a separate date notified to you and will not normally be refunded unless we obtain a refund from the supplier we use.
3. BROCHURE ACCURACY
Although Heathside Travel Ltd make every effort to ensure the accuracy of the brochure information and pricing, regrettably errors do sometimes occur. You must therefore ensure you check the price and all other details of your holiday with us at the time of booking and when you receive our confirmation invoice.
4. OUR PRICING POLICY
Heathside Travel Ltd endeavour to ensure that the most up to date and correct prices are shown in our brochure. Occasionally, an incorrect price may be shown, due to an error. When we become aware of any such error, we will endeavour to notify you at the time of booking (if we are then aware of the mistake) or as soon as reasonably possible. We reserve the right to cancel the booking if you do not wish to accept the price which is applicable to the holiday. Local Authorities in many towns and cities throughout Europe have introduced new tourist taxes which must be paid directly to the hotel by all guests in person. These taxes are not included in our prices, but we will notify you when applicable.
Holiday prices include all travel, hotel accommodation and meals as specified in the holiday description and VAT payable in the UK where applicable. The price of the holiday will not be subjected to any surcharges except those arising from exchange rate changes, transportation including the price of fuel, air & ferry operator fares and tolls, embarkation or disembarkation fees at terminals, duties and taxes (including the rate of VAT). Even in these cases we will absorb the cost equivalent to cost of the first 2% of the holiday price. Amounts more than this plus £1 administration fee and Travel Agents commission will be surcharged to you. If this means the total cost of the holiday increases by more than 8% then you are entitled to cancel your holiday and receive a full refund of all monies paid except any insurance premium and amendment charges. We will communicate the options with you either through email or letter, with a reminder if necessary. If you exercise the right to cancel, we must receive written notice within 20 days of the date of the surcharge invoice.
5. IF YOU CHANGE YOUR BOOKING
If, after our confirmation has been issued, you wish to change to another of our holidays or change departure date, we will do our utmost to make the changes, but we cannot guarantee to do so. However, notification must be received in writing at our offices from the person who booked the holiday, at least 4 weeks before departures. This must be accompanied by a payment of £20 to cover our administrative costs, plus costs we incur in making the amendment. Alterations cannot be made within 4 weeks of departure and any such request for an alteration will be treated as a cancellation of the original booking and will be subject to the cancellation charges set out in paragraph below. Some arrangements cannot be changed without paying a cancellation charge of up to 100% of the ticket cost. Some arrangements cannot be changed without paying a cancellation charge of up to 100% of the ticket cost.
6. TRANSFERRING YOUR BOOKING
You can transfer your booking to somebody else, but the person must satisfy all the conditions of the holiday and you must inform us either by letter or email no less than 7 days before departure. This transfer will cost £20 plus reasonable costs to make the transfer. You will remain responsible for ensuring payment before the balance due date. This is in addition to (and does not affect) the separate liability of the transferee to us.
7. IF YOU NEED TO CANCEL YOUR HOLIDAY
You or any member of your party, may cancel your holiday at any time provided the cancellation is made by the person signing the booking form and is communicated to us in writing via the office who made your original booking. You must pay cancellation charges to cover our administration costs and to compensate for the risk of us not reselling the holiday. If the holiday is resold a refund will be made. Your cancellation will take effect from the date on which we or our agent receive your written confirmation of your cancellation. You must also return any tickets or vouchers you have received. A reduction in room occupancy may increase the charges for the remaining passengers by the application of supplements for low occupancy of rooms. Where bought in supplies, such as ferries, hotel accommodation etc have been bought in on your behalf, and where the terms and conditions of the supplier are non-refundable, these products will be charged to you at the full retail rate. If this applies, the non-refundable items will be deducted from your holiday costs and the following scale of charges will be applied to the remainder:
You may cancel your holiday without paying any termination fee before the start of the holiday, in the event of unavoidable and extraordinary circumstances occurring at the place of destination or its immediate vicinity, for instance, if there are serious security problems at the destination which are likely to affect the package.
8. ALTERATIONS TO YOUR HOLIDAY BY US
We hope that we will not have to make any change to your holiday but, because our holidays are planned many months in advance, we sometimes do need to make minor changes. We reserve the right to do this at any time. We will let you or your booking agent know about any important changes as soon as possible, including the minimum number of passengers required on the trip. If after booking, and before departure, we make a major change to your holiday, you will have the option of withdrawing from the holiday without penalty or transferring to another holiday without any charge. In either case, we will pay you compensation, according to the scale set below. A major change includes the time of your departure or return time by more than 12 hours, a change in departure point, location of resort or type of hotel, a change in cross channel travel, or specification of the coach. If we tell you about any of these changes after we have confirmed your holiday booking (other than force majeure), you may either:
– accept the new arrangements offered by us; or
– accept a replacement holiday from us of equivalent or similar standard and price (at the date of the change), if we can offer you one; or
– cancel your holiday with us and receive a full refund of all monies.
Either way, we will pay you compensation, using the Compensation table shown
IMPORTANT NOTE Compensation will not be payable if the holiday is cancelled because the number of persons booked is less than the number required, or for events beyond our control, which include: war, threat of war, riots, civil disturbances, terrorist activity and its consequences, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks and pandemics, unavoidable and unforeseeable technical problems with transport for reasons beyond our control or that of our suppliers; hurricanes and other actual or potential severe weather conditions and any other similar events. You are also advised to check with The Foreign and Commonwealth Office Advice Unit regularly at www.fco.gov.uk/travel prior to travel.
All holidays operate if the minimum number of participants is met. However, in no case will we cancel your holiday less than 2 weeks before the scheduled departure date, except where you have failed to pay the final balance or because of force majeure (force majeure means an event which we or the suppliers of the services in question could not foresee or avoid and is therefore beyond our control).
9. OUR RESPONSIBILITY TO YOU
We accept responsibility for ensuring the holiday which you book with us is supplied as described in our publicity material and the services offered reach a reasonable standard and if you are in difficulty, we will assist you. If any part of our holiday contract is not provided as promised, you may terminate the contract without paying a termination fee and we will pay you appropriate compensation if this has affected your enjoyment of your holiday. We will, however, not be liable if there are any unforeseeable or unavoidable actions of a third party not connected with our travel services, or there were unavoidable or extraordinary circumstances, or the lack of conformity is due to a traveller in the party. We accept responsibility for the acts and/or omissions of our employees, agents and suppliers except where they lead to death, injury or illness. Our liability in all cases shall be limited to a maximum of twice the value of the original holiday cost (not including insurance premiums and amendment charges). We accept responsibility for death, injury, or illness caused by the negligent acts and/or omissions of our employees or agents together with our suppliers and sub-contractors, servants and/or agents of the same whilst acting within the scope of, or during their employment in the provision of your holiday. We will accordingly pay to our clients such damages as might have been awarded in such circumstances under English Law. In respect of carriage by air, sea, tunnel and rail and the provision of accommodation our liability in all cases will be limited in the manner provided by the relevant international convention.
If we make any payment to you or any member of your party for death or personal injury or illness, you will be asked to assign to us or our insurers the rights you may have to act against the person or organisation responsible for causing the death, personal injury or illness. This clause does not apply to any separate contracts that you may enter for excursions or activities during or outside of your holiday. If you or any member of your party suffer death, illness or injury whilst overseas arising out of an activity which does NOT form part of your holiday, we may offer guidance and where legal action is contemplated and you want our assistance, you must obtain our written consent prior to any proceedings (We limit the cost of our assistance to you or your party to £5,000 per party)
10. IF YOU HAVE A COMPLAINT
If you have a problem during your holiday, please inform your Tour Manager, your driver or the relevant supplier/resort representative immediately who will endeavour to put things right. If your complaint cannot be completely resolved locally, you must complete a Holiday Report Form which can be obtained by your driver or local representative, which you should keep. Our contact number, for unresolved complaints will be our office number on 01202 892202 (open in office hours) If you remain dissatisfied please follow this up within 14 days of your return home by writing to “Heathside Travel Ltd” giving your original booking reference number and all other relevant information, including the reference of the Holiday Report Form. It is therefore a condition of this contract that you communicate any problem to the supplier of the services in question AND to our representative whilst in resort and obtain a written report form. If you fail to follow this simple procedure, we cannot accept responsibility as we have been deprived of the opportunity to investigate and rectify the problem. Should you wish to pursue the complaint further, BCH ABTOT have an Alternative Dispute Resolution scheme and full details are available from them. Please contact them at ABTOT 117 Houndsditch London EC3A 7BT.
11. OUR COACHES
We will always use our reasonable endeavours to provide a coach to the specification in our brochure or advert but reserve the right to substitute an alternative vehicle should there be unforeseen circumstances. There is a seating plan but, in some cases, operational reasons may require a coach with a different configuration. We reserve the right to alter a coach seating plan and allocate seats other than those booked. Single passengers may be required to share a double seat with other single passengers. When your booking is confirmed, you will be offered the best seats that are available at that time. If you feel that you require two seats, then these must be booked and paid for in advance, at the time of booking. If you fail to do this and it transpires that the seat allocated to you is insufficient for your needs and there is no alternative seating available, then you will be refused access to the coach and any payments made will be liable to forfeiture. Specific seats will not be allocated on coaches operating a feeder service between joining points and main holiday departure points or on coaches that carry out transfers between airports, seaports etc.
12. HOTEL FACILITIES
Some hotel facilities and entertainment may be withdrawn for routine maintenance or be subject to seasonal availability and provision of the facilities cannot be guaranteed. Single occupancy of rooms may be subject to a supplementary charge.
13. HEALTH AND SAFETY
In some foreign countries, standards of infrastructure, safety and hygiene may be lower than those to which we are accustomed in the UK. You should therefore exercise greater care for your own protection. There may be countries that we visit that have special medical requirements for tourists. These regulations are subject to change and our clients are responsible for complying with entry and current health requirements. If you are not sure of the health requirements for the country you are visiting, you are advised to check with your own GP before travelling. You are also advised to refer to the Department of Health leaflet “Health Advice for Travellers”.
Some people may be at risk from discomfort or deep vein thrombosis (DVT) if they remain immobile on a journey for a long period. If you are planning to undertake a journey of more than three hours, you should consult your doctor, if you have ever had DVT, pulmonary embolism, a family history of clotting conditions, cancer or treatment for cancer, stroke, and heart or lung disease or If you have had major surgery in the past three months. We reserve the right to refuse any booking in the absence of a doctor’s certificate confirming that you are fit to travel. Where we provide comfort stops you are encouraged to walk around. Exercise reduces any discomfort, which may be caused by periods of immobility. NO SMOKING is allowed on our coaches (including E-Cigarettes) and we do not allow pets or any other animals, although we accommodate registered assistance dogs, but not on overseas holidays.
14. TRAVEL DOCUMENTS, ITINERARIES, PICK-UP POINTS AND PASSPORTS
For all Continental holidays, you will require a full 10-year British Passport (machine readable) valid for a further 6 months after your holiday. If you do not hold a full British Passport or have any doubts about your status as a resident British subject, you must check with the Embassies or Consulates of the Countries to be visited to confirm the Passport or visa requirements when you book. We cannot accept responsibility if passengers are not in possession of the correct travel documents. For full details on passport requirements, please contact ‘the identity and passport service’ on 0300 222 0000 (www.direct.gov.uk)” You are responsible for ensuring you are at the correct departure point, at the correct time and with the correct documents. Heathside Travel Ltd reserve the right to modify itineraries to conform with requests from competent authorities both within the UK and abroad. Excursions which are included in the cost of your booking are detailed on the brochure page and refunds will not be made for excursions not taken. Optional excursions booked and paid for in resort do not form part of your booking. Admission fees to buildings may not be included in the price of the holiday, please check.
15. SPECIAL REQUESTS
All special needs and requests, if agreed, should be mentioned at the time of booking and be included in the confirmation of the holiday. These cannot be guaranteed except where confirmed as part of our holiday commitment to you and are detailed on your holiday booking confirmation. We are keen to ensure that we plan the arrangements for your holiday so that special needs and requests can be accommodated as far as possible. If you will need assistance or may be unable to fully enjoy all aspects of your holiday you must tell us in advance so that we can maximise your enjoyment of the holiday. We will need to know if you will need special facilities in the hotel, taking part in the excursions or have difficulty boarding and travelling on the coach or other means of transport. Before booking your holiday, you should be sure that you and your party are both physically and mentally capable of completing the itinerary. If you need advice or further information either you or your booking agent should contact Heathside Travel Ltd. If you will require a special diet please tell us at the time of booking, or as soon as you are medically advised, together with a copy of the diet.
16. PASSENGERS WITH DISABILITIES
We want everyone to enjoy our travel arrangements. We are happy to advise and assist you in choosing a suitable holiday. But, as some of the accommodation and resorts featured may not cater for even minor disabilities, it is important that, when booking, you advise us of any disability, specific need or complex need you may have and any special requirements that will make sure the holiday is suitable. If a passenger requires personal assistance (for example, assistance with feeding, dressing, toileting, mobilising) then this passenger must travel with an able-bodied companion or 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 provide such assistance.
IMPORTANT You must tell us if you have an existing medical condition, disability or complex need that may affect your holiday or other group members’ enjoyment of it before you book your holiday. We reserve the right to request a doctor’s certificate confirming the passenger is fit to travel. If, in our reasonable opinion, your chosen holiday is not suitable for your medical condition or disability, we reserve the right to refuse your booking. You are responsible for bringing with you the proper clothing and equipment, which we advise you about in our printed trip information. We want you to enjoy your holiday and will help you select an appropriate trip.
17. PASSENGER BEHAVIOUR
We want all our customers to have a happy and carefree holiday. You are responsible for your behaviour and hygiene and the effect it may have on others. If you or any other member of your party is abusive, disruptive or behaves in a way that could cause damage or injury to others or affect their enjoyment of their holiday or which could damage property, we have the right to terminate your contract with us and we will have no further liability or obligation to you. The coach driver/representative, ship’s captain, or authorised official 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. If on your return journey, we have the right to terminate the contract with you. We also request that mobile telephones are not used on the coach.
18. TRAVEL INSURANCE
We strongly advise that you take out personal travel insurance for the trip. We have arranged travel insurance with P J Hayman & Company Ltd which is outlined below and on our website. You may use an alternative insurer, but you must advise us. The insurance should cover medical and repatriation costs, personal injury, loss of baggage and cancellation charges. If you do not have adequate insurance and require our assistance during your holiday, we reserve the right to reclaim from you any medical repatriation or other expenses which we may incur on your behalf which would otherwise have been met by insurers. You must advise us if you use an alternative insurer, the policy number and 24-hour contact number. We have teamed up with travel insurance specialists, P J Hayman & Company, to bring you a travel insurance policy specially designed for Coach Holidays. You can get an instant quote and immediate cover by calling 02392 419 855, quoting ‘Heathside’. Alternatively, you can apply online using the link on our website.
19. LUGGAGE
Please restrict your luggage to a suitcase weighing no more than 18 kgs per person. We cannot accept responsibility for loss or damage to luggage unless through our negligence. Please do not leave valuable items in your suitcase when left on the coach. Please contact us for our policy on mobility scooters
20. GENERAL DATA PROTECTION REGULATIONS
We comply with the GDPR 2018 Regulations, our data controller is Heathside Travel Ltd and our data protection policy can be found at www.heathsidetravel.co.uk or you can request a copy from Forest Edge, 1 Humber Road, Ferndown, Dorset, BH22 8XN.
21. EMERGENCY CONTACT
Our emergency contact details are Tel: 01202 892202 Email: [email protected]
22. PUBLICATION DATE
This brochure was printed in the UK by Heathside Travel Ltd in November 2022
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