Our Booking Conditions
1. Financial Protection
When you book a holiday with us, the money you pay us 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. Furthermore, for complete peace of mind, all monies received for holidays and self drive breaks booked directly with David Urquhart Holidays Limited, are held in a trust administered by an independent trustee until your holiday is complete. 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 www.bch-uk.org.
2. Booking and Paying For Your Arrangements
If you wish to confirm the booking you must pay a deposit of £50 per person, plus your insurance premium, plus the cost of any tickets if your holiday includes a ticketed event. Please note that *payments will show on your bank or card statement as ‘Alfa Travel’.
You must ensure you pay the balance of monies due (without any further reminder from us) 42 days before departure. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out below will become payable.
Your booking is confirmed when we issue you with a booking confirmation. If your booking confirmation or any other document is incorrect you must advise us immediately as changes cannot be made later and it may harm your rights if we are not notified of any inaccuracies in any document within ten days of our sending it out (five days for tickets).
Travel Tickets will be forwarded approximately 10 days prior to departure. Since local pick up times are occasionally re-scheduled, it is essential that you check the time shown on your travel ticket and do not rely on your initial confirmation for your pick up time.
We endeavour to ensure that all the information and prices both on our website and in any advertising material that we publish are accurate, however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the travel arrangements that you wish to book before you make your booking.
Adequate travel insurance is a condition of your contract with us, either through our scheme or an equivalent travel policy. If you wish to insure through another company, you must inform us of the insurer’s name and emergency contact number by telephone or by emailing us at [email protected] quoting your booking reference. You must be satisfied that your insurance fully covers all your personal requirements including pre-existing medical conditions, cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.
5. Special Requests
Any special requests must be advised to us at the time of booking e.g. diet, room location, a particular facility at a hotel etc. Whilst every effort will be made by us to try and accommodate your reasonable special requests, we cannot guarantee that they will be fulfilled and they do not form part of your contract with us. Where a payment is made for additional facilities, our liability shall be limited to the brochure price of that supplement.
6. Fitness to Travel and Medical Conditions
Whilst we are not a specialist disabled holiday company but we will do our utmost to cater for any special requirements you may have. If you or any member of your party is mobility impaired or have any medical circumstances or disabilities which may affect your holiday you must contact the David Urquhart Travel Team on 01355 711620 so that we can ascertain if your chosen hotel is able to satisfy your needs. Please note we do not have any vehicles fitted with wheelchair lifts, so it is essential that all customers are able to manage the steps necessary to board a coach either unaided or with the assistance of members of their own party. Due to weight restrictions on our coaches, we cannot accommodate scooters, either on the outbound or inbound journey. Passengers may, however, be able to hire scooters during their stay and they are able to take these on the excursions, so long as the heaviest piece weighs no more than 15kg and the scooter has a brake which can be applied when the coach is moving. Please note that the passenger will be responsible for the scooter and drivers cannot be held responsible for loading/unloading. Should you wish to hire a scooter, please do not hesitate to contact our customer relations team on 01355 711616 and they will be happy to check if the hotel can accommodate scooters and to provide you with hire details for companies local to the hotel.
7. Minimum Number of Passengers
Please Note: for all of the holidays that we offer, we require a minimum of 20 travellers to have booked on each holiday in order for us to be able to operate it. Where we do not receive this number of bookings in respect of your chosen holiday, we may unfortunately be unable to go ahead with providing that holiday and may be required to cancel your holiday as a result. If we choose to cancel in such circumstances, whilst we are not liable to pay you any additional compensation, we will provide an equivalent tour at a discount in accordance with the Package Travel Regulations.
8. If You Change Your Booking & Transfers of Bookings
If you wish to change any part of your booking after our booking confirmation has been issued, you must inform us in writing as soon as possible. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of an administration fee of £20 per person per change if made more than 42 days prior to departure or £40 per person per change if made 42 days or less prior to departure, as well as any costs and charges incurred by us and/or incurred or imposed by any of our suppliers in making this change. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable in accordance with clause 9.
If you or any other member of your party decides to cancel your confirmed booking you must notify us as soon as possible. Should one or more member of a party cancel, it may increase the per person holiday price of those still travelling and you will be liable to pay this increase. Since we incur costs in cancelling your arrangements, you will have to pay the cancellation charges as follows:
|Period before departure in which you notify us||Coach holidays and self drive|
|More than 84 days||Deposit is forfeited|
|43 to 84 days prior to departure||Loss of deposit|
|29 to 42 days prior to departure||40%|
|15 to 28 days prior to departure||55%|
|8 to 14 days prior to departure||75%|
|Less than 8 days prior to departure||100%|
Please note that insurance premiums, amounts paid for tickets and amendments charges are not refundable in any circumstances.
10. If We Change or Cancel
As we plan your holiday arrangements many months in advance we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.
Changes: If we make a minor change to your holiday, we will make reasonable efforts to inform you or your travel agent as soon as reasonably possible if there is time before your departure but we will have no liability to you. Examples of minor changes include change of accommodation to another of the same or higher standard or changes of carriers.
Occasionally we may have to make a significant change to your confirmed arrangements. Examples of “significant changes” include the following, when made before departure:
- A change of accommodation area for the whole or a significant part of your time away.
- A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
- A change of outward departure time or overall length of your arrangements by more than 12 hours.
- A significant change to your itinerary, missing out one or more destination entirely.
Cancellation: We will not cancel your travel arrangements after the balance due date for your holiday, except for reasons of force majeure or failure by you to pay the final balance or where the minimum 30 clients required for a particular travel arrangement is not reached.
If we have to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of:
- (for significant changes) accepting the changed arrangements; or
- having a refund of all monies paid; or
- if available and where we offer one, accepting an offer of alternative travel arrangements (we will refund any price difference if the alternative is of a lower value).
We make every effort to ensure that your trip runs smoothly but if you do have a problem during your tour, please inform the relevant supplier (e.g. your driver/hotelier as applicable) immediately who will endeavour to put things right. If your complaint is not resolved locally, and you wish to complain further, write to: The Customer Care Team, David Urquhart Holidays Limited, East Terrace, Euxton, Chorley PR7 6AF within 28 days of the end of your stay, giving your booking reference and all other relevant information or email [email protected]. Failure to follow the procedure set out in this clause may affect ours and the applicable supplier’s ability to investigate your complaint, and will affect your rights under this contract.
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.
12. Our Responsibility for your Booking
- Subject to the remainder of this clause, we have a duty to provide the services making up your booking with us with reasonable skill and care. We have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused.
- We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:
- The act(s) and/or omission(s) of the person(s) affected; or
- The act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
- Unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
- An event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
- We limit the amount of compensation we may have to pay you if we are found liable under this clause:
- loss of and/or damage to any luggage or personal possessions and money, The maximum amount we will have to pay you in respect of these claims is £25 per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.
- Claims not falling under and which don’t involve injury, illness or death, The maximum amount we will have to pay you in respect of these claims is twice the price paid by you in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your booking.
- It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
- Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.
- Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) relate to any business.
- We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised on our website. For example any excursion you book whilst on the tour, or any service or facility which your hotel or any other supplier agrees to provide for you.
13. Force Majeure
Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by “Force Majeure”. For the purposes of these Booking Conditions, Force Majeure means any event beyond our or our supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, changes as a result of the UK’s decision to leave the EU (if travelling to Ireland), significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned’s control.
COVID- 19 Implications: We both acknowledge the ongoing COVID-19 global pandemic and accept our obligations to comply with any official guidance from the government or local authorities that may be in place both in the UK and/or Ireland and whilst on holiday. You also acknowledge that it may be necessary for us to introduce changes on our coaches, in our hotels, at excursion venues or at the interchanges to enable us to operate safely within the guidelines. Please note that we will have no liability for any refunds, compensation, costs, expenses or other losses of any kind incurred by you where you are unable to proceed with all or a portion of the holiday as a result of being denied entry to a destination or access to services as a result of government guidance in place.
14. Visa, Passport and Health Requirements
If you are travelling to the Isle of Man or Republic of Ireland, it is your responsibility to check and fulfil any passport, visa, health and immigration requirements. Up to date travel advice can be obtained from the Foreign and Commonwealth Office, by visiting https://www.gov.uk/travelaware. We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities.
We want all our customers to have a happy and carefree holiday. All our customers are expected to conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others. If in our opinion, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other customers or any third party, or damage to property, or to cause a delay or diversion to transportation, we reserve the right to terminate your booking with us immediately. In the event of such termination our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other arrangements immediately. We will have no further obligations to you and/or your party. No refunds for lost accommodation or any other arrangements will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party may also be required to pay for loss and/or damage caused by your actions and we will hold you and each member of your party jointly and individually liable for any damage or losses caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the hotel manager or other supplier prior to departure. If you fail to make payment, you will be responsible for meeting any claims (including legal costs) subsequently made against us as a result of your actions together with all costs we incur in pursuing any claim against you. We cannot be held responsible for the actions or behaviour of other guests or individuals who have no connection with your booking arrangements or with us.
Smoking is prohibited by law on all coaches and in the public areas of all hotels throughout the UK. Most hotels, including all Leisureplex Hotels, also prohibit smoking in hotel bedrooms and treat electronic cigarettes and vaping devices as though they were cigarettes made from tobacco and therefore prohibit their use inside the hotel. Failure to follow smoking prohibitions will be considered unreasonable behaviour and the provisions of clause 14 above shall apply.
17. Infectious and Contagious Diseases
If you develop an infectious or contagious disease and in our reasonable opinion your presence on the coach represents a serious risk of infection to other customers we reserve the right to refuse to allow you to travel. In such circumstances, we will make every effort to assist with alternative means of returning you to your point of origin but responsibility for the costs incurred in such alternative transport will be yours. If you have taken the insurance policy offered by us at the time of booking, we will ensure all necessary arrangements are made. If you have insurance through another insurer, it is your responsibility to make contact with your insurer but we will make every effort to assist if requested. Please contact us on our emergency number 01355 711615 to request such assistance.
Animals (other than registered assistance dogs) are not allowed on our trips. If you have a registered assistance dog you must advise us at the time of booking and provide the dog’s registration number or a letter from the Charity who provided the dog, which confirms their assistance dog status.
19. Hotel Amenities
Some facilities (e.g. lifts) are not always available due to sudden breakdowns or the need to service them. Other facilities (e.g. outdoor swimming pools) are only available when weather permits. The nature and frequency of entertainment is also subject to demand and is at the discretion of the hotel.
20. Late Arrival by Passenger and Passengers in Difficulties
We will be unable to delay departures where you arrive late at any of the stops en route during your trip or where you are late to arrive at the departure point and where you miss a pick up you shall have no claim against us for any losses you incur as a result. We will, however, make every effort to assist passengers who get into difficulty through circumstances beyond their control where you notify us and request such assistance by telephoning our emergency number: 01355 711615.
21. Conditions of Suppliers
Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.
Excursions or other tours that you may choose to book or pay for whilst you are on the trip are not part of your contracted arrangements with us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
Each passenger is allowed one suitcase measuring no more than 26in x 8in x 15in and weighing no more than 44lb (20kg). In the interests of the health and safety of our employees and agents, we ask customers to strictly observe this weight limitation on individual suitcases and customers will be refused porterage facilities for suitcases which exceed the weight limit.
Published July 2022