BONDED COACH HOLIDAYS
TRADING CHARTER (AND BOOKING CONDITIONS)

1- FINANCIAL PROTECTION

Your contract is with Motts Leisure Ltd. trading as Crusader Holidays of Garside Way, Stocklake, Aylesbury, Bucks, HP20 1BH. When you book a holiday with us, which doesn’t include a flight, the money you pay us for the booking will be protected by the Bonded Coach Holidays (BCH), 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 BCH Consumer Guarantee at www.bch-uk.org.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. Crusader Holidays 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 ant 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 below:

Holiday Type No of Days Deposit pp Final payment prior to departure
UK, Ireland & Continental Coach Holidays 5 days and less £50 42 days
7 days or more £75 42 days
Air Holidays N/A £150 98 days
River Cruises N/A £150 98 days
Ocean Cruises Less than 4 days £150 98 days
4 days or more £250 98 days

The balance of the price of your holiday must be paid at least 42 days (or 98 days for cruise and air holidays) 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 may 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.

Payments by Credit Card – If you have made payment for the booking of any services using a credit card, it is likely in many circumstances that you have recourse against the credit card company in the event of services not being supplied in whole or part due to the supplier’s financial failure. In those circumstances, you will be advised to check that you have exhausted your remedies against the credit card company.

3-BROCHURE ACCURACY

Although Crusader Holidays 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.

Much of the photographic material used in this brochure has been supplied by various British and European Tourist boards and we thank them for their assistance. Some of the pictures are used to express the atmosphere of a particular destination or to inform of local attractions that are available and it should not be implied that any particular holiday itinerary includes places or attractions featured in photographic material on any brochure page. All images are protected under copyright by their respective owners. We would like to thank the companies and customers who provided images for use in the brochure.

4- OUR PRICING POLICY

Crusader Holidays 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 unless otherwise stated.

Holiday prices include all travel, hotel accommodation and meals as specified in the holiday description and VAT payable in the UK where applicable. Morning coffee, afternoon tea and other refreshments are not included unless specified. Some hotels may make a small charge for porterage and tea or coffee served after dinner. Gratuities to hotel staff and driver/couriers are discretionary. Unless specifically indicated in the tour itinerary or description, entrance fees, guide fees and city sightseeing tours are not included in the holiday cost. All coach travel is included except where it specifically states ‘optional’ or as an extra on that tour for example rail trips, cable cars, gondola rides, guided tours or entrance fees etc. In the UK, breakfast is defined as an ‘English breakfast’ and in Europe it is defined as ‘Continental breakfast’ unless otherwise stated. Evening meals are generally three courses and in the UK there will usually be a choice of courses on the menu. In continental hotels, there may be a restriction in choice.

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 the cost of 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. The currency exchange rate used in the holiday costings are based on rates as at the publication date of this brochure. In calculating our holiday prices, we have applied an exchange rate of £1= €1.10 set on 01/08/18.

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 signed the booking form, at least 42 days before departures. This must be accompanied by a payment of £20 pp to cover our administrative costs, plus costs we incur in making the amendment. Please note that changes to air travel arrangements are not possible once booked. Alterations may not be able to be made within 42 days 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.

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 £20 to cover administration costs. Please note that it is not possible to transfer any holidays to the following year.

If you choose to terminate your holiday once it has commenced of your own volition for whatever reason, Crusader Holidays will not be liable for any additional expenses incurred and no refunds will be given for any part of the holiday not taken.

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. This is in addition to (and does not affect) the separate responsibility of the transferee to us. This does not apply to Air or Cruise holidays.

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 lead person on the booking 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. Cancellation charges paid cannot be used as payment towards such supplement. 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:

Date of Cancellation All UK, Ireland & Continental Coach Holidays Air Holidays River Cruises Ocean Cruises
Prior to 98 days Deposit only Deposit only Deposit only Deposit only
98 – 45 days Deposit only 90% 90% 90%
44 – 43 days Deposit only 90% 100% 100%
42 – 15 days 70% 90% 100% 100%
14 – 8 days 70% 100% 100% 100%
7 – 1 days 90% 100% 100% 100%
On day of departure or later including voluntary termination during holiday 100% 100% 100% 100%

Cancellation charges still apply even if the balance is overdue and the amount has not yet been paid. If the reason for cancellation is covered under the terms of an insurance policy, you may be able to reclaim cancellation charges. In the event of unavoidable and extraordinary circumstances occurring at the place of destination or its immediate vicinity and which significantly affect - (a) the performance of the package or (b) the carriage of passengers to the destination. the traveller may terminate the package travel contract before the start of the package without paying any termination fee.

Period before departure within which written cancellation of package price is received Amount of cancellation Charge as a % of total package cost
More than 56 days Deposit only
55 - 49 days 30% or Deposit, if greater
48 - 22 days 50%
21 - 8 days 70%
7 - 1 days 90%
Departure day or later including voluntary termination during the package Total package cost

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. 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,

Period before departure in which significant change is notified to you or your agent Amount per person
More than 42 days Nil
28 to 41 days £10
15 to 27 days £15
8 to 14 days £20
0 to 7 days £25

IMPORTANT NOTE Compensation will not be payable if the holiday is cancelled or changed 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. Note that where the package travel contract is terminated under paragraph 7, the traveller is entitled to a full refund of any payments made for the package, but is not entitled to additional compensation. 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 6 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 £5000 per party)

10- IF YOU HAVE A COMPLAINT

If you have a problem during your holiday, you MUST 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 local and you remain dissatisfied please follow this up within 14 days of your return home by writing to Crusader Holidays, Motts Leisure Ltd., Garside Way, Stocklake, Aylesbury, Bucks, HP20 1BH or email enquiries@crusader-holidays.co.uk giving your original booking reference number and all other relevant information. Our contact number for unresolved complaints will be our office number on 01296 336666 (open in office hours). 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. 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. No claims will be entertained under these circumstances. Should your complaint not be resolved and you wish to pursue the complaint further the Bonded Coach Holiday Group have an Alternative Dispute Resolution scheme and full details are available from BCH/CPT. Please contact them at, the Confederation of Passenger Transport, Fifth Floor South, Chancery House, 53-64 Chancery Lane, London. WC2A 1QS.

Please note that we can only respond to one letter per booking and that comments written on our questionnaire forms are not classed as a formal complaint. All complaints that are received are thoroughly investigated. Sometimes these investigations can take time awaiting response from our suppliers.

11- OUR COACHES-SEATING ARANGEMENTS

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 given a choice of seats that are available at that time. We cannot accept bookings which are conditional on the provision of specific seats. Please note that in front of seats 1, 2, 3, 4, 27, 28, there is a modesty board as the entrance/exit steps are located there and as a consequence there may be a slight reduction in leg room. 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.

If you feel that you require two seats, then these must be purchased in advance at the time of booking. If you fail to do this and it transpires that the seat allocated 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.

There are occasions when our coaches are delayed due to traffic congestion, ferry or flight delays etc. We cannot accept liability for these delays, howsoever caused. Whilst we go to great efforts to ensure that everything functions correctly to ensure a smooth and enjoyable holiday, there are occasions when mechanical items can fail. In the event of any such failure, Crusader Holidays will attempt to minimise any inconvenience but we cannot be financially liable should such occur.

12- HOTEL ACCOMMODATION AND FACILITIES

Accommodation throughout the UK, Europe & ROW varies and our range of hotels includes everything from 5 star establishments to homely, family-run hotels. We go to great lengths to ensure that your holiday accommodation will be of an acceptable standard and every effort will be made to provide the type of room that you have booked.

(a) Hotel grading: Hotel grading and classification systems vary so widely throughout the UK and Europe that they do not represent a consistent method of comparing accommodation standards from one country to another. We advise you to look upon them merely as a general guide.

(b) Additional facilities: Our liability for the provision of additional facilities for which a supplement has been paid is limited to the published price of that supplement. Rooms with private facilities will include EITHER bath and WC OR shower and WC. Where you specify a preference for either a bath and WC or a shower and WC we will make every effort to accommodate your request. We CANNOT guarantee your preference will be met. Occasionally, in older hotels, a wash basin may be located in the bedroom rather than the bathroom. Please note that in Continental Europe it is not normally the custom to have tea or coffee facilities in rooms.

(c) Room type: When booking a double room you should clearly request either a double bed or twin beds, otherwise we shall assume that either is acceptable. Please note that many hotels in Europe have a majority of twin bedded rooms and that bookings for double rooms are only taken on a request basis. In some hotels, particularly in Continental Europe, a twin bedded room may have a single king-size base with two mattresses, each with its own bed linen. Three and four bedded rooms are normally twins or doubles with extra beds and are not suitable for adults and space will be limited. The room description shown on your holiday confirmation refers to the main hotel on your holiday. Overnight hotels may offer different room types. Please note that the location, position, size or type of any room cannot be guaranteed. Room allocation is the responsibility of the hotelier. However, all special requests, such as low floor rooms, are passed on and we make every endeavour to see that they are considered.

(d) Single rooms: Single rooms are always in short supply and early booking is advised. If a payment for single room supplement is shown against the holiday, then that price must be paid. The payment of a single room supplement does not imply that any room allocated will be anything other than a single room.

(e) Overnight hotels: In the best interests of our customers, it may sometimes be necessary or desirable to change the location of single overnight hotel stops, We will do our very best to notify you in advance if such a change is necessary but we reserve the right to make such a change without notice. The alternative hotel will always be of an equivalent standard to the original.

(f) Special diets: It may be difficult for some hotels to fulfil special dietary requirements. If in doubt, it would be beneficial for the client to telephone the hotel direct to ascertain the position and to arrange payment with them for additional charges that may be incurred.

(g) Hotel amenities: All the amenities described on the appropriate brochure page, leaflet or advert will normally be available for the enjoyment of our customers. However some amenities (lifts, swimming pools and so on) may occasionally require servicing or cleaning and therefore we cannot guarantee that they will always be available. Some resort services may be affected by weather conditions or out-of-season reductions or cancellations. Unless otherwise indicated in this brochure, certain amenities (such as sun beds, sporting activities and entrance to discos or nightclubs) may incur an additional charge. Entertainment provided by hotels is frequently subject to demand and the type or frequency may be varied if there is a lack of demand or insufficient numbers staying at the hotel. In many hotels you may be asked to share a table in the restaurant with other guests. If a hotel has lifts, these are described as serving some, most or all floors or rooms. Many hotel buildings are historic rather than purpose-built and therefore there may also be some steps on a floor served by a lift, which lead to or from public rooms. Most UK hotels include tea or coffee making facilities in the bedrooms. Where this facility is provided there may be a charge for additional beverage supplies.

(h) Bath/shower mats: For your own safety, there are bath/shower mats provided in your en-suite room. If they are not, then please request one from the hotel reception who will be happy to provide one.

(i) Suitability: If you have any concerns whatsoever about the suitability of a hotel or holiday for your own particular requirements, please contact us prior to booking in order that we can request precise information from the hotel or supplier to establish the suitability of the hotel or holiday for your needs. Whilst we aim to provide general information about hotel facilities, this may not be sufficient to establish suitability in every case e.g allergy sufferers may need further information about whether a hotel accepts pets or not. It is your responsibility to request this specific information as we cannot be aware of every possible requirement our passengers may have.

(j) Compliance: Every effort is made to ensure that each hotel and service provider complies with all local laws, rules and regulations directly or indirectly applicable to the provision of services including, without limitation, those relating to construction, maintenance, insurance, sanitation, hygiene, fire, health and safety. Each hotel / service provider will refrain from any acts or omissions which might endanger the health or safety of passengers. They will ensure that all staff are properly trained for evacuation of guests in the event of emergency. They will produce on demand all relevant certificates, licences and approvals.

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. SMOKING is not 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 the period required for the country or countries you are visiting. If you do not hold a full British Passport or you have any doubts about your status as a resident British subject, you must check with the Embassy 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)”

Like most large companies, we operate a network of feeder services linked to interchange points. A list of the joining points available can be found in the brochure. Please note that these times are only estimated times and you MUST refer to your travel documents for the precise departure times. Some holidays and feeder journeys are operated by vehicles other than those owned by Crusader Holidays and the specification may be slightly different from that detailed. Please note: We regret that, due to time constraints, we are unable to pick up or drop off at any place other than those published with the exception of anything agreed as part of our home pick up service. No changes of joining point may be made less than 14 days before your holiday departure.

You are responsible for ensuring you are at the correct departure point, at the correct time and with the correct documents. Crusader Holidays cannot be held liable for any loss or expense suffered by your party because of late arrival at the departure point, whether at the joining point or during your holiday. We 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. Minor changes to the brochure itinerary and the final itinerary will not entitle you to compensation. Unless otherwise stated, excursions to cities and other major places of interest do not include guided tours or entrance fees to places of interest. Whilst you are on an included excursion, a guided boat cruise, a cable car ride or entrance to an attraction may be offered as an optional activity at a reasonable charge.

Optional excursions: On some of our coach holidays you will be offered a selection of optional excursions which can be bought only through your driver or courier. You are under no obligation to take these optional excursions, but we accept responsibility for them if you do. Customers choosing not to take an optional excursion will normally have time at leisure at the starting point of the optional excursion. Optional excursions may not operate when demand is insufficient. Refunds will not be given once payment has been made to the driver/courier if you change your mind or do not take part. Please note that any part of the itinerary that incurs a charge is payable directly by the customer unless the itinerary specifically states that the item is included. This includes extra such as, rail journeys, cable cars, boat trips, entrance fees etc. We reserve the right to change or withdraw an optional excursion and or change prices without notice.

15- SPECIAL REQUESTS

All special needs and requests, if agreed, should be made known at the time of booking and be included in the confirmation of the holiday. You should check your holiday confirmation to ensure that the request appears. These cannot be guaranteed except where confirmed as part of our holiday commitment to you and are detailed as definite on your holiday booking confirmation. Some special requests such as dietary requirements may involve extra charges which may have to be paid for locally at your hotel. 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, you or your booking agent should contact us. 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.

One most tours we can carry up to 2 folding wheelchairs in the luggage compartment and we would request that you notify us or your travel agent of your intention to bring one. We regret that, due to health and safety regulations, we are unable to carry battery powered wheelchairs. In certain circumstances, we may be able to carry a small mobility vehicle provided they conform with size and weight regulations and you are accompanied by an able bodied person who can dismantle and re-assemble the device and load it into the luggage area. Please contact our reservations staff for further details. If you do not advise us of any disabilities, we cannot be responsible for any inconvenience or costs incurred by you and this may include us having to refuse to take you on holiday. All passengers must be able to negotiate the entrance steps to the coach.

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. 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 the refusal is 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 save for exceptional circumstances.

18 - TRAVEL INSURANCE

We strongly advise that you take out personal travel insurance for the trip. We can arrange comprehensive travel insurance with Wrightsure Insurance Group, which is outlined above. Travel insurance purchased through us is non-transferable. You must advise us of details of the insurer and the emergency assistance company providing cover and the policy number and 24 hour contact number. 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.

As long as the UK is part of the EU, it is advisable on all holidays to the Republic of Ireland and any holiday where an excursion to a Member State of the EC is offered, included or optional, to carry with you your EHIC card. Details for this are available from the Post office or online and entitles you to free or reduced cost emergency state medical treatment in the EC.

19- LUGGAGE & LOST PROPERTY

Please be aware that the handling of luggage is your responsibility except for in hotels where it is stated that porterage will be provided. You are responsible for the movement of your luggage at the interchange and must be able to personally load onto the coach any items that you wish to take with you. Please restrict your luggage to a suitcase weighing no more than 18 kgs per person. Should you choose to utilise one suitcase between two persons then the maximum weight should again be no more than 18 kilograms. We reserve the right to impose charges for excess baggage weight. Health and Safety regulations may prevent suitcases weighing in excess of this from being lifted onto the coach. A small hold-all may also be taken on board the coach. You MUST affix to your luggage the Crusader Holidays luggage label provided with your travel documents to assist us with your luggage transfers. 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.

Any items of lost property found on our coaches will be handed into our office as soon possible. It is then available from there for collection. We cannot, however, accept responsibility for any items of lost property left on our coaches. The return of lost items via post can be arranged at your cost however the company accept no responsibility for any items lost or damaged during this process.

20 – GENERAL DATA PROTECTION REGULATIONS

We retain your full contact details and other information in secure files and electronic storage facilities. We may use this information to contact you by mail, telephone or electronic means. If you do not wish to receive marketing information about our products and services, then please contact us. We must pass your information on to the relevant suppliers of your travel arrangements and we take full responsibility for ensuring that proper measures are in place to protect your information. In making this booking, you consent to this information being passed on to the relevant persons or suppliers. We comply with the GDPR 2018 Regulations, our data controller is the General Manager and our data protection policy can be found at www.crusader-holidays.co.uk or you can request a copy from Crusader Holidays, Garside Way, Stocklake, Aylesbury, Bucks, HP20 1BH

Occasionally, your driver may have a Crusader Holidays Tour Camera on board, any pictures taken by the driver may be used for promotional purposes in our brochure and on our social media channels – including Facebook and on our website. If you are unhappy for your picture to taken and used for these purposes, please inform your driver at the start of the tour. If the pictures taken are going to be used for anything other than this we will contact you directly to gain consent

21- EMERGENCY CONTACT

Our emergency contact details are Tel: 07720 592963 Email: operations@crusader-holidays.co.uk

PUBLICATION DATE. This Trading Charter was printed on 1 August 2018.

Crusader Holidays
Garside Way
Stocklake
Aylesbury, Bucks
HP20 1BH
: 01255 425453 / 01296 336666

Motts Leisure Limited t/a Crusader Holidays is registered in England with company number 02929519.

Motts Leisure Limited are an Appointed Representative of Wrightsure Services (Hampshire) Limited who are authorised and regulated by the Financial Conduct Authority. (Their firm reference number is 311394).

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