Important Information 2018/19

Please read the following pages carefully.

The introduction to this brochure and the questions and answers on these pages, form the terms under which we offer our tours to you, and form the contract that exists between us once we have accepted your booking. If you have any queries that are not

covered here, please feel free to give us a call and we will be happy to help.

 

Fair Trading Agreement

Our Fair Trading Agreement and holiday information sets out clearly and simply the responsibilities which SWANTOURS have to you and which you in turn have to us when a contract is made between us. The contract is made when you make a booking and we accept it by written confirmation on the terms set out in this document.

When signing the Booking Form for your holiday you will sign on behalf of yourself, and the others named in your party, that you have

read, understood and have accepted this Fair Trading Agreement and the Holiday Information provided in this brochure. Your obligation

is to pay the price of the holiday and recognise your liabilities if you wish to alter the holiday or have to make a cancellation. On our part

we have obligations to provide you with the holiday you have booked. Our specification of that holiday and our terms are clearly stated

in this brochure. Your contract is entered into with SWANTOURS. Any other subsidiary companies of SWANTOURS involved in the

booking or management of your holiday shall be deemed to act as our agents. This Fair Trading Agreement applies to all holidays sold

from SWANTOURS. Your Contract with SwanTours.

 

1. You pay a deposit

When you make your booking you must complete a booking form, accepting on behalf of all your party the terms of this Fair

Trading Agreement and pay a deposit of £50 per person on all coach holidays.

 

2. You pay the balance

The balance of the fare must be paid at least 6 weeks (8 weeks for Eire and Continental tours) before the holiday departure date.

If you book within the applicable balance due period you must pay the full 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 cancellation charges set out in Paragraph

4 “If you cancel your holiday”.

 

3. 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, provided that written notification is received by us from the person who signed the booking form

not later than the date which the balance of the original holiday cost was due for payment. This must be accompanied by a

payment of £10 to cover administration costs. Any alteration by you made later than the original balance date will be treated as

a cancellation of the original booking and will be subject to the cancellation charges set out below. Other alterations such as the

addition of requests or change of pick-up point that require a reconfirmation to be issued must be notified and accompanied

by a payment of £10 to cover administrative costs.

 

4. If you cancel your holiday

You, or any members of your party, may cancel your holiday at any time provided that the cancellation is made by the person

signing the booking form and is received by us in writing. As this incurs administrative costs we will retain your deposit and in

addition, apply cancellation charges as shown below:

Note: If the reason for cancellation is covered under the terms of an insurance policy, you may be able to reclaim these charges.

 

5. If you have a complaint

If you have a complaint during your holiday, please inform our driver/courier, or representative who will do his/her utmost

to resolve the problem immediately. 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/courier or representative. If the matter cannot be

resolved immediately, you must notify us in writing within 28 days of the completion of your holiday quoting your reference

number, holiday number and departure date. Failure to establish your complaint immediately in accordance with the above

procedure may affect the outcome.

 

6. Statutory authorities

This brochure is issued subject to applicable Acts of Parliament and Government Regulations and the company reserves the

right to modify itineraries to conform with requests from the competent authorities in the United Kingdom and any other sovereign state through which the tours run.

 

7. Conditions of carriage

When you travel on a coach, aircraft, train or ship, the conditions of carriage of that carrier apply and are subject to National and

International conditions which may limit or exclude liability. Your contract made under the terms of this Fair Trading Agreement is subject to English Law and jurisdiction. Some coach journeys are operated by vehicles other than those owned by SWANTOURS and the specification may be different to that detailed in this brochure. The Public Service Vehicle (Conduct of Drivers, Conductors and Passengers) Regulations as amended 1990, apply to all coaches throughout any holiday in the UK.

 

8. Other terms

On holiday you may not:

a) Bring a pet or any other animal (other than Registered Assistance dogs in the UK and Eire only, by arrangement).

b) Play a radio, ipod, cassette/mp3 player on the coach; use mobile phones unless in the case of extreme emergency on the coach; consume alcohol on the coach.

c) Smoking is prohibited by law. Vaping (E-Cigarettes) is prohibited on board the coach and in many hotels.

 

SWANTOURS reserves the unconditional right to refuse a booking or terminate a client’s holiday arrangements in the event of unreasonable conduct which in SWANTOUR’S opinion is likely to cause damage, distress, danger or annoyance to other clients, employees, property or to any third party. If you are prevented from travelling or continuing your holiday by such a termination SWANTOURS responsibility for your holiday thereupon ceases. Full cancellation charges will apply and SWANTOURS will be under no obligation for any refund, compensation or loss which you may incur. You are responsible for ensuring that you  are at the correct departure point at the correct time, and we cannot be liable for any loss or expense suffered by passengers because of their late arrival at any departure point. Excursions are included in the price of most holidays and refunds cannot be made for passengers not wishing to go on these excursions. Admission fees to buildings, grounds etc. are not included in the price of the holiday unless otherwise stated in the brochure.

 

9. Passports

Identification (passport or photo driving licence) is advisable when travelling to Ireland. For all Continental holidays you will require a full 10 year British Passport. Some Continental countries have been known to refuse entry to a person if their passport expires within 3 months of the date of entry into that country. If your passport is due for renewal shortly, it is advised to renew it early, to ensure that you have at least 3 months unexpired portion remaining at date of travel. If you have any doubts about your status as a resident British subject or you

do not hold a full British Passport, you must check with the Embassies or Consulates of the countries to be visited to confirm the passport or visa requirements needed in your particular circumstances. We cannot accept responsibility if passengers are not in possession of the correct travel documents.

 

10. Health

Under normal circumstances most Western European Countries do not require visitors to be vaccinated. However, we will indicate

any known vaccination or other health requirements where possible for each country to be visited. If you are not sure of the health requirements of the country you are visiting, you are advised to check with your own doctor before travelling.

 

11. Clients with disabilities/or special needs

Our coaches do NOT have any special fittings, or lifts, therefore we do ask that you are able to board and disembark our coaches safely and unaided. Our drivers are not insured to physically assist passengers on and off any of our vehicles, this includes any size vehicle that may be used for our Tours and our home collection service (where applicable). Any assistance offered by any of the drivers and accepted by yourself is at your own risk.

We will accept lightweight wheelchairs for travel, subject to them being able to be folded and can be stowed away in the luggage hold of the coach. Regrettably, we are unable to take wheelchairs over 15kg in weight. We MUST be advised at the time of booking that a foldable wheelchair is being taken on the tour.

Many of the hotels we use have excellent facilities for clients with wheelchairs. However, please ensure you inform us of the extent of your dependence upon the wheelchair at the time of booking, so we can advise on the suitability of your chosen tour, and ensure that a taxi of sufficient size is sent to pick you up from your home address (where applicable).

 

12. Special requirements

If you prefer a ‘low floor room’, a special diet, or perhaps a walk-in shower, we will happily discuss this with the hotel, but we can’t guarantee that they will meet your request. Therefore, if your request is a condition of booking, you must let us know at the time of your initial enquiry, and we can then approach the hotel at that time to ensure your request will be met. In respect of requests for a ‘low floor room’, hotels tend not to attach too great importance to these if they have a lift; if therefore your requests for such a room are for a reason other than finding stairs difficult, i.e. a dislike of heights, please advise at the time of booking.

 

13. Credit card payments

We impose no additional fee when you pay your deposit by credit card, however, balance payment by credit card is subject to

a 2.5% surcharge. Maestro and debit cards carry no surcharge. 14. International Passenger Protection In accordance with “The Package Travel, Package Holidays and Package Tours Regulations 1992” all passengers booking with SwanTours are fully protected for the initial deposit and subsequently the balance of all monies paid to us, including repatriation if required, arising from cancellation or curtailment

of your travel arrangements due to the insolvency of SwanTours. This Insurance has been arranged by International Passenger Protection Limited and underwritten by certain underwriters at Lloyd’s. For further information please go to www.ipplondon.co.uk

 

Our Promise to You

1. We reserve your holiday When you have ascertained that we have available space on the holiday of your choice, and sent us the appropriate deposit a confirmation/invoice will be forwarded to you normally within 14 days of receipt of your signed booking form and the contract is made between us when we issue you this confirmation.

 

 2. Your holiday price Holiday prices include all coach travel, hotel accommodation, meals, excursions and entrance fees (where indicated)   specified in the holiday description including VAT at the current rate where applicable. Morning coffee, afternoon tea and other refreshments are not included (other than complimentary on board coach drinks where indicated). Some hotels may make a small additional  harge for tea or coffee erved after lunch and dinner. Gratuities to the hotel staff and driver/couriers are discretionary.

The price of your holiday is subject to surcharges on the following items: Governmental action, VAT, currency, aircraft fuel, overflying charges, airport charges and increases in scheduled air fares. Even in this case, we will absorb an amount equivalent to 2% of

the holiday price which excludes insurance premiums 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 50p per person. If this means paying more than 10% on the holiday price, you will be entitled to cancel your holiday with a full refund of all money paid except for any premium paid to us for holiday insurance and amendment charges. 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 invoice. Surcharges will not be imposed within 30 days of departure.

 

3. If we change your holiday 

The arrangements for holidays in our brochures are made many months in advance and changes are sometimes unavoidable. Most of these changes may be very minor but where they are significant we will notify you as soon as is reasonably possible before your departure date. A significant change would be regarded as changes in the departure date, departure point, or resort area, reducing the quality of your main hotel (not single overnight hotels on touring holidays) or a change of tour itinerary which involves a destination being completely eliminated from the revised itinerary or reducing the specification of the coach. In the event of a significant change you may decide to:

a) Continue with the holiday as amended or

b) Accept an alternative holiday which we may offer to you or

c) Cancel your booking

 

Period before departure Amount of departure within which cancellation charge written cancellation shown as % of is received holiday price

 

More than 42 days The whole deposit

42-28 days 30% of the tour cost

27-14 days 45% of the tour cost

13-7 days 60% of the tour cost

6 days or less 100% of the tour cost

Day of departure or after 100% of the tour cost

 

www.swantours.co.uk To book call 01805 603706 Monday - Friday, 9am - 5pm

 

Single Supplements

The demand for single rooms continues to increase substantially year on year and hotels find it increasingly difficult to meet this demand. It is probably true to say that we could fill every tour with singles, such is the demand! This situation brings problems of its own; hotels are  becoming very reluctant to allocate a large number of single rooms, particularly if they have to use doubles for sole occupancy. Please note: that unless stated the supplement does not mean a single traveller will have a double room for sole occupancy.

 

4. If we cancel your holiday

All the tours in this brochure are offered subject to our obtaining sufficient bookings for each departure. If this is not the case, we will

usually advise you some months before the tour departs, giving you the option to book an alternative tour or date. However, we reserve

the right to withdraw any tour up to four weeks before departure for tours of six days or more, and two weeks before departure

for tours of fewer than six days. In all cases, we will offer you an alternative tour or a full refund. In the case of “force majeure” we

reserve the right to cancel at any time, giving you a 100% refund or credit note. We regret we are unable to consider claims for interest

on monies which have been held by us.

 

5. What happens to complaints?

All complaints that are received are thoroughly investigated and customers are kept informed at each stage of the investigation.

Sometimes the investigations can take time when awaiting a response from hoteliers. We can normally agree an amicable settlement of the few serious complaints we receive, if the complaint is found to be genuine.

 

6. Our responsibility to you

We accept responsibility for ensuring that all component parts of your holiday as described in this brochure are supplied to you at a

reasonable standard and this includes optional excursions purchased through our employees or agents.

i) Please remember that some amenities (e.g. hotel lifts, swimming pools etc.) require servicing and cleaning and may not therefore

be available at all times. Some services may be affected by weather conditions and their availability is entirely at the discretion

of the provider of the service. Entertainment (particularly live entertainment) provided by hotels is frequently subject to demand

and its nature and/or frequency may be varied if there is lack of demand or insufficient numbers staying in the hotel.

ii) Some excursion itineraries include the use of ferries and other forms of transport which can be affected by inclement weather,

and may have to be cancelled or arrangements changed. Whenever possible a suitable alternative excursion will be offered.

 

A little more information about twin and double rooms Twin rooms

(one room containing two single beds) are increasingly common at hotels, and if you book a double room (one room with one large bed), you might occasionally be allocated a twin. At hotels abroad, a twin room can sometimes contain what appears to be a double bed, but is in fact a double bed base and headboard with separate mattresses and bedding. This is known as a ‘continental twin’.

 

What does ‘a room with private facilities’ mean?

This means the room will have an en-suite shower and toilet, bath and toilet, or bath, shower and toilet. If you have a strong preference for a bath or shower, please advise us before making your booking. Important Information Regarding Channel Island Holidays

It is not possible to take the SwanTourer to Guernsey or Jersey. We use a coach supplied by a local operator and this may not feature increased legroom, on board refreshments or WC. In addition, luggage handling is not available at the port - you have to check-in your own luggage (similar to an airport check-in), after which the luggage is loaded onto trolleys for the transfer to the ferry. At the end of the

crossing, you have to reclaim your own luggage from the carousel, after which trolleys are available. We are increasingly aware that many clients have their own travel insurance cover either by taking out an annual policy or by courtesy of their credit card or bank. However,

for those who do not have cover, we are pleased to offer comprehensive travel insurance. The additional cost of this is indicated on each specific tour and must be paid at the same time as remitting your deposit. If you decline the above travel insurance, you must notify us of your alternative insurance company together with the policy number. The full terms, conditions and exclusion clauses are incorporated

within the insurance document that alone constitutes the contract of insurance between you, the holidaymaker, and the Underwriters.

 

Shown here are brief details only.

Taw and Torridge Limited t/as SwanTours is an appointed representative of Arthur J. Gallagher Insurance Brokers Limited which is authorised and regulated by the Financial Conduct Authority. Registered Office: Spectrum Building, 7th Floor, 55 Blythswood Street, Glasgow G2 7AT. Registered in Scotland. Company Number: SC108909. We only offer travel insurance from a single insurer –

Europaische Reiseversicherung AG (ERV). This travel insurance is suitable for those who wish to insure themselves when travelling against the specified financial loss of unforeseen circumstances and events relating to your trip. A list of the covers and corresponding levels, as well as the main policy exclusions, can be found below. Further details will be in your policy document, a copy of which is available on

request. We have not provided you with any recommendation or advice about whether this product meets your specific insurance requirements. It is your responsibility to decide whether this policy suits your requirements. Should you require any further information, please contact SwanTours. Health Conditions UK Travel – (England, Scotland, Wales, Northern Ireland or Scilly Isles). You do not need to  declare your medical conditions, however, you must comply with the following:

 

1. You are not aware of any reason why the trip could be cancelled or cut short

2. You are not travelling

(a) against the advice of a medical practitioner;

(b) for the purpose of obtaining medical treatment;

(c) if you have been given a terminal prognosis

3. You are not receiving or awaiting tests for any illness or injury as a hospital day case or inpatient. Any claim arising from this illness or injury will not be covered

4. If you are on medication at the time of travel your medical condition must be stable and well controlled IF YOUR MEDICAL CONDITION CANNOT COMPLY WITH THESE TERMS THEN ANY CLAIM RELATED TO THAT MEDICAL CONDITION WILL NOT BE COVERED.

EU Travel – The traveller must inform the underwriters via the health check phone line on 01403 288 423 if they or any

person upon whose health the trip depends;

1. Has any existing or on-going medical condition(s)

2. Is taking any prescribed medication

3. Has or has had any medical condition(s) still requiring periodic review

4. Is awaiting any tests, treatment, investigation, referral or the results of these Please note: You must notify Medical Screening

immediately of any change in your medical circumstances between issue date of policy and time of departure.

This information is correct at the time of printing, but may be subject to change. Please refer to your policy document to check your cover.

 

Important

 – You must take reasonable care to provide us with complete and accurate information to any questions we ask when you take out, make changes to your policy. If you do not provide us with complete and accurate information which is subsequently disclosed, or comes to light  after the commencement date of the insurance, your insurer may consider that you have misrepresented your risk and could either revise the premium and/or change any excess, or the extent of cover may be affected, cancel your policy or refuse to pay claims or both.

Cancellation Rights – If your cover doesn’t meet your requirements, please let SwanTours know within 14 days of receiving your policy document and return all your documents for a refund of your premium. Any premium already paid will be refunded to you providing you have not travelled, no claim has been made or is intended to be made and no incident likely to give rise to a claim has occurred. Claims – Full details of how to make a claim and how to appeal should your claim not be successful can be found in the policy document.

 

Complaints – Should you have a complaint about the sale of your travel insurance policy, please contact The Branch Manager, Arthur J. Gallagher Insurance Brokers Ltd, 6th Floor, Temple Circus House, Temple Way, Bristol BS1 6HG. Should you remain unhappy with our final reply, you may have the right to refer your complaint to The Financial Ombudsman Service, Exchange Tower, London E14 9SR.

 

Opening times are Monday to Friday – 8am to 8pm and Saturday – 9am to 1pm.

Their telephone number 0800 023 4 567 and calls to this number are normally free for people ringing from a “fixed line” phone – but charges may apply if you call from a mobile phone.

0300 123 9 123 calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.

These numbers may not be available from outside the UK – so please call us from abroad on +44 20 7964 0500.

Financial Services Compensation Scheme – We are covered by the Financial Services Compensation Scheme (FSCS). You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 90% of the claim, with no upper limit. Further information is available from the FSCS. Overseas Travel Insurance We believe that your safety and holiday enjoyment are very important.

Therefore travel insurance is a must whenever you travel abroad (either purchased independently or through SwanTours).

 

Travel Insurance - Important Information

Travel Policy

For full details about your cover and the exclusions please refer to the Policy Wording.

Cover Limit Excess Payable

Cancellation up to £2,000 Excess: £50 l Deposit only: £10

Curtailment up to £2,000 £50

Medical & Repatriation Expenses up to £2,000,000 £50

Misse d Departure (not UK) up to £600 £50

Personal Effects and Money up to £1,500 £50

up to total of £200 for valuables £50

up to £200 for lost passport £50

Luggage Delay up to £100 NIL

Personal Liability up to £2,000,000 NIL

Personal Accident up to £15,000 NIL

Legal Cost & Expenses up to £25,000 NIL

General Exclusions (applicable to all sections of cover)

Please read this section carefully as it contains key exclusions.

The policy includes some general exclusions relating to a variety of illnesses which are not covered. Although no ta full list these include alcoholism, dugs or drug addiction, stress, anxiety or depressive conditions, psychiatric illness, terminal illness, AIDS, HIV, suicide attempt thereat. Exclusions are listed in the policy document.

 

www.swantours.co.uk To book call 01805 603706 62 Monday - Friday, 9am - 5pm

SwanTours is an operating title of Taw and Torridge Coaches Ltd.
Registered Office: Grange Lane, Merton, Okehampton, Devon, EX20 3ED
Tel No: 01805 603706   E-mail: office@swantours.co.uk
Registered in London No. 1247327   VAT Reg. No. 284 3762 33
40th Anniversary IPP CPT

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