HOLIDAY TRAVELLERS CHARTER
The Travellers Charter sets out clearly and simply the responsibilities which we have to you and which in turn you have to us when a contract is made between us. Your contract is with Star Cars & Coaches Ltd.
PARTIES TO THE CONTRACT
In this charter the Company shall mean Star Cars & Coaches Limited and the Passengers shall mean the persons being carried by Star Cars & Coaches Limited or persons whom the Company makes any travel arrangements.
OUR COMMITMENT TO YOU – WE RESERVE YOUR HOLIDAY
When you make your booking with us, accompanied by the required deposit, you have indicated that you agree to buy that holiday, tour or excursion with us. The Company will assume that the person making the booking with us has the authority to act on behalf of all the others contained within that booking. Any persons attempting to reserve holiday should be aware of the binding nature of the contract conditions and should fully understand them before committing to it.
WE CONFIRM YOUR BOOKING
The company’s acceptance of the booking shall be indicated by the issue of a Booking Confirmation normally within 7 days of the receipt by us of the deposit. This confirmation which contains all the relevant details of the holiday reserved will be sent either directly to the address of the first named passenger on the booking or the passengers’ Booking Agent. It is the passenger’s responsibility to ensure that the details included on the Booking Confirmation meet their requirements in every respect and to notify the Company immediately if that is not the case. By the issue of it Booking Confirmation the Company confirms its intention, subject to there being sufficient numbers of bookings for an economical operation, to provide you with the holiday as booked in accordance with the Itinerary published in the brochure.
SPECIAL REQUESTS
If you have any special requests which are not included in the holiday price i.e. low floor or special diet etc., you MUST include this request at the time of booking and ensure that it is noted on the Booking Confirmation when received. Your request will be passed on to the hotel(s) concerned; however, we cannot guarantee that they will be able to comply. The Company will not therefore accept any booking which is conditional upon a special request being satisfied.
PRICE PROMISE
The Company guarantees that once you have received our booking confirmation the price of your holiday will not be increased to cover currency fluctuations. We do reserve the right to change brochure prices and promise to advise you of any changes at the time of booking.
EMERGENCY TELEPHONE NUMBER: 01213731111
The Company maintains this emergency telephone line, which is usually manned 24 hours per dat. The number is printed at the top of your Booking Confirmation and should be used to report any problem before or during the holiday. This facility could be particularly helpful to passengers who experience a problem on the day of departure. Please make a note of this number and keep it safe, it could prevent unnecessary worry and hassle.
IF WE CHANGE YOUR HOLIDAY
The arrangements for your holiday are usually made many months in advance and changes are unavoidable. Most of these changes are likely to be minor and we and our representatives will endeavour to keep you informed. However, where before departure we must alter significantly an essential term in this contract such as price, (if price changes are allowed in the contract), resort, quality of main hotel (not including overnight hotels on touring holidays), or Itinerary changes involving a destination being eliminated, we will notify you of the change as soon as possible. In such circumstances you will be given the following options
- to accept the changes to the contract
- to take a substitute holiday of equivalent quality if we can offer you one.
- to take a substitute holiday of lower quality if we can offer you one and to recover from us the price difference between the substitute and original holidays.
- to have repaid to you as soon as possible all the monies paid by you under the contract.
IF WE CANCEL YOUR HOLIDAY
It is necessary in order to operate any holiday that certain level of passenger numbers are achieved. If this number is not achieved before the balance due date the holiday may be cancelled and an alternative holiday offered at a discounted price. You will then have the choice of accepting this alternative or receiving a refund of all monies paid in respect of your booking. The company guarantees that under no circumstances will the cost (including the discount) of any specific alternative holiday offered exceed that of the original holiday even though the alternative offered may be of superior quality. The Company undertakes not to cancel any holiday after the balance due date except (i) where you have not paid the full amount due, or (ii) as a result of unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised.
LUGGAGE RESTRICTIONS
Our coach providers vehicles have plenty of space for everyone to bring along a suitcase and a piece of hand luggage. Please be sensible about how much you pack. The general guide is no more than 15 kilos but, if you can’t lift it, we probably can’t either. Additionally, there is only limited space for wheelchairs and walking aids so please let us know if you need to bring any of these aid’s so we can make sure there’s room on the coach. Restrictions apply. We can only accept 1 electric scooter per tour, and this is subject only to the required space being available – please check at the time of booking.
YOUR COMMITMENT TO US – BOOKING AND PAYING A DEPOSIT
By completing a booking and paying the stated deposit shown against each holiday, you are binding all persons included to the terms of this Travellers Charter. Any deposits paid against each holiday is non-refundable.
PAYING THE BALANCE OF THE HOLIDAY
The balance outstanding on any holiday is due 6 weeks prior to departure. Any booking received after the payment due date must be paid for in full. No reminders will be sent.
IF YOU CANCEL YOUR HOLIDAY
Please note deposits paid on holidays are non-refundable. You can cancel your holiday in writing at any time. If you cancel your holiday less than 42 days before your travel date and if we can re-sell your holiday, we will replay monies paid less your non-refundable deposit, plus £30 per person administration charge. We strongly recommend that travel insurance is taken out at the time of booking to cover you in the event of cancellation leading up to and during your holiday. Alternatively, you have the right to transfer the booking to another person if they satisfy all the conditions applicable to the package and that you give the Company at least 7 days’ notice of your intention to do so. Both you and the person to whom you transfer the booking will be responsible for payment of any outstanding monies and in addition there will be an administration fee of £30 for each person substituted.
IF YOU CHANGE YOUR BOOKING
Minor changes to the balance due date such as additional requests, joint point amendments etc. necessitating the issue of a new Booking Confirmation will be allowed subject to the payment of an £8 per person amendment fee. After the balance due date whilst we will attempt to accommodate minor changes on the same basis, no guarantee can be given. For major changes such as transfer to a different holiday or departure date after the balance due date, we reserve the right to treat such changes as cancellations and levy the cancellation charges as set out in the “If we cancel your holiday” section of the contract.
IF YOU WISH TO COMPLAIN
In the unlikely event that you or any member of your party have cause for complaint about any aspect of your holiday, it is essential that our driver/courier or representative is informed immediately and given the opportunity of resolving the problem. If this is not possible you must contact our office on 0121 373 1111. We will issue you with a reference number which should be quoted in any correspondence regarding the complaint which must be sent with 28 days of your return from holiday to us at Star Cars & Coaches Limited, 718 Chester Road Erdington Birmingham B23 5TE
CONDITIONS OF CARRIAGE
Air and sea carriers have their own conditions of carriage and when you travel with them as part of your holiday you will also have a contract with them based upon those conditions which may permit them to limit their liability to you under national law or international convention. Copies of these conditions are available from the Company upon request.
TRAVEL DOCUMENTS ETC
You are responsible for ensuring that all your travel documents are valid for the relevant journey, e.g. passengers, visa, etc. Where the journey is through a country with rules concerning minimum or maximum amounts of foreign currency carried in or out of the country, you must comply with such rules.
DATA PROTECTION STATEMENT
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we need to use the information you provided (such as name, address, any special 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 and transport companies etc. The information may also be provided to public authorities such as customs/immigration if required by them, or as required by law.
THE DESCRIPTIONS CONTAINED WITHIN THIS BROCHURE HAVE BEEN PROCVURED VIA PUBLICITY MATERIALS PRODUCED BY THE VENUES CONCERNED AND OR ONLINE MARKETING. STARCARS & COACHES LIMITES ACCEPTS NO LIABILITY FOR ANY DISCONTENT OR DISPLEASURE CAUSED BY THOSE DESCRIPTIONS.
(E &OE)