Ulsterbus Tours of Travel Centre, Europa Buscentre, Glengall St., Belfast BT12 5AH ("we", "us" and "our").
1. Does this Fair Trade Agreement apply to my booking?
Yes, if you are booking a 'package' to which the Package Travel, Package Holidays and Package Tours Regulations 1992 apply and which does not comprise a flight, but not otherwise.
In brief, those Regulations apply to a booking of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation:
other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package.
2. Why should I read this page?
Because it is very important. Our Fair Trade Agreement forms a key part of our agreement with you because it not only comprises the booking terms and conditions for the booking of your package, but also the Consumer Guarantee (described below) from The Bonded Coach Holidays Group ("BCH Group"), part of the Confederation of Passenger Transport UK, providing protection for the money you pay to us for the booking should we go out of business. Both the booking terms and conditions and the Consumer Guarantee, together with the confirmation of booking we give you at the time we commit to your booking for you, together make up the legally binding contract between you as the lead name making the booking, anyone else in your party and us.
When you make this booking as the lead name you undertake that you are 18 and have the authority to accept, and do accept, on behalf of your party the terms of this Fair Trade Agreement. The contract is made subject to the terms of these booking conditions which are governed by the law of Northern Ireland.
Please ensure that you take a few moments to study them as they set out what responsibility we each have under the contract. Reading it now may help you avoid problems later.
This Fair Trade Agreement and the Consumer Guarantee will not apply to any booking involving any type of flight. Instead, if you are booking a holiday which includes a flight, you will be supplied with the full booking conditions of the ATOL holder arranging your holiday with whom you have a contract. Your booking agent will have a copy or alternatively you can request one prior to booking your holiday.
3. How and when do I make this contract with you?
You can make a contract in a number of ways. You can call into our office, write to us, phone or email, use an approved travel agent or book online at www.ulsterbustours.com.
Whichever way you contact us the contract between us is made when your booking is entered on our booking system and a booking reference number is produced. At that moment the contract between us begins.
We will send you a confirmation booking within seven working days. Please check this confirmation very carefully to ensure all the information is correct and tell us, or your agent, immediately of any errors.
4. How is my money for the package I book protected?
Your money is protected by the Consumer Guarantee described below and provided to you by the BCH Group.
This is possible because we subscribe to the Code of Conduct of the BCH Group, which requires us to take out a bond from a financial entity in favour of the BCH Group for it to use to provide protection for your package money in the unlikely event that, for financial reasons, we can't carry out our booking obligations to you.
Financial Protection for Air Tours - When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
5. BCH Group Consumer Guarantee
The Bonded Coach Holiday Group guarantees to you that in the event of our failure through insolvency to provide your package as booked, BCH Group will:
wherever possible, arrange for your package to be completed;
where failure occurs after your package has begun, arrange for you and those in your party covered by the booking to be returned by an appropriate means of transport to their UK area of departure;
if the package cannot be completed as booked, to reimburse your booking-payments received by us, provided that BCH Group will first take in to account and withhold an appropriate amount if any part of the service has already been provided (including any substituted service).
If you have paid all or any part of the holiday with a credit card, you should apply for a refund from your credit card provider.
In the event that you are to be reimbursed under the BCH Group consumer guarantee, you will be asked to assign absolutely to BCH Group any right, claim or cause of action which you may have arising out of or connected with the subject matter and will be asked to assist BCH Group in any claim brought by them connected with the subject matter.
6. Payments by credit card
If you 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 in 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.
7. When do I need to pay for my holiday and how much?
We reserve the right to alter the prices of any of the packages that we advertise. At the time of booking you will be told the current price of the package. You can book by paying a deposit for each person named on the booking. You will be told at what point in time you will become committed to a booking, but we are not committed to the booking until such time as we provide you with our confirmation of booking. Our commitment is always conditional upon any balance being paid before the dates listed below.
The balance must be paid to Ulsterbus Tours at least 4 weeks before the holiday departure date (8 weeks for Continental Tours and 12 weeks for Air Tours). If you use a Travel Agent they may require you to pay them earlier than this date and they will advise you separately of their balance due date. If you book within these times, you must pay the full holiday cost at the time of booking.
If you do not pay the outstanding balance for your package on or before the date when it is due we may cancel your booking and you will be required to pay the cancellation charges detailed below. The date of cancellation will normally be the date on which we receive your written confirmation that you intend to cancel or 15 days after the balance due date, whichever comes first.
Deposit per person £50 for UK and Ireland tours, £150 for Continental tours and £250 for Air Tours. Deposits for Sports Breaks are variable and will be notified at the time of booking.
Where optional items are purchased as part of the package, these are payable on the balance due date except where items, such as theatre tickets, have been specifically purchased for you. In this case the cost will be payable at a separate date notified to you and will not normally be refundable unless we obtain a refund from the supplier we use.
8. If I use a travel agent who does my money belong to?
Your travel agent will hold your deposit on your behalf until we issue a confirmation of your booking. The agent then holds this money on our behalf. The agent holds the balance you pay on our behalf until the date the balance is due. The agent will then forward the balance to us.
9. Can you change the price of my holiday after you have issued the booking confirmation?
Yes we can, but only in very limited circumstances and not within 30 days of your departure. The price of your package can be varied due to changes in:
transportation costs such as fuel and/or fuel tax, ferry operator fares and tolls, embarkation or disembarkation fees at terminals; exchange rates applied to the particular package booked; or
dues and taxes including changes in VAT or any other Government imposed charges.
In the case of any variation described above, any increase equivalent to 2% of the price of your package, which excludes insurance premiums and any amendment charges, will be absorbed. An administration fee of £1 per person will be paid by you. If this means that you would have to pay an increase of more than 10% of the price of your package before increase, you may cancel it and receive a full refund of all monies paid, except for any amendment charges. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your revised invoice. Alternatively, you can accept an offer of an alternative comparable package of equivalent or superior quality, if available, or an alternative package of lower quality, if available. You may then transfer payment made in respect of the original package to the alternative package. If the cost of the alternative package is less than the original package, the difference in price will be refunded. We will also pay compensation as set out below. Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you after deduction of an administration fee of £1 per person.
Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your package due to contractual and other protection in place.
10. Can I change my holiday arrangements?
After we have issued our booking confirmation we will do our best to accommodate any changes you may wish to make but we cannot guarantee to do so.Any changes must be notified to us in writing and signed by the person who signed the booking form. If we are able to make the changes an amendment fee of £10.00 will be payable plus any additional charges if you are buying a more expensive holiday.Some arrangements, like particular types of tickets, cannot be changed without paying a cancellation charge of up to 100% of the cost of the ticket.
11. Can I transfer my booking to someone else?
You can transfer your booking to someone else provided you give us reasonable notice. This person must be able to satisfy all the conditions for the package and a change cannot normally be made later than seven days prior to departure. We will make an administration charge of £10 per booking for every transfer we make plus any reasonable additional costs caused by the transfer. You will remain responsible for ensuring that the package is paid for by the balance due date. This is in addition to (and does not affect) the separate liability of the transferee to us.
12. How can I cancel my holiday?
You, or any member of your party, may cancel at any time provided that the cancellation is made by the person in whose name we issued the confirmation of booking and is communicated to us in writing via the office at which you made your original booking. You will have to pay cancellation charges set out in the scale below to cover our estimated loss resulting from the cancellation. If you are insured against cancellation you may be able to recover the charges from your insurers. Your cancellation will take effect from the date when either the travel agent or we receive your written confirmation of your cancellation. You must also return any tickets or vouchers that 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.
13. Scale of cancellation charges
Period before departure
Cancellation charge expressed as
that cancellation is notified
a % of the total holiday cost
43 days plus
Loss of deposit
Loss of deposit
42 to 28 days
27 to 14 days
13 to 7 days
6-days to day of
departure or later
14. What happens if you change my holiday?The arrangements for your holiday have usually been made months in advance. Sometimes changes are unavoidable and we reserve the right to make them. Most of these changes are likely to be minor but where they are significant we will notify you as soon as reasonably possible before your departure date.
A significant change includes a change in departure date or return time of more than 12 hours, a change of location or resort area, or reducing the quality of your main hotel (excluding single overnight hotels on touring holidays where the quality of the hotel is comparable) or a change of tour itinerary which involves a destination being completely eliminated from the revised itinerary.
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.
If you choose (a) or (b) we will pay you compensation on the scale below. If you choose (c) we will refund all monies paid by you plus compensation on the scale below. No other claims for compensation or expenses will be considered.
When we have notified you of the changes and options available you must tell us of your decision as soon as possible and within any timescale we may need to set bearing in mind the need to safeguard the holiday arrangements of other customers.
15. Scale of compensation
Period before departure within which significant change is notified to you or your travel agent
Compensation Per Person
More than 42 days
42 - 29 days
28 - 15 days
14 - 8 days
7 - 0 days
If, prior to departure, we make a significant change to your package arrangements or cancel your package we will pay you compensation on the above scale unless:
the package is cancelled because the number of persons who agreed to take it is less than the minimum number required, and you were informed of the cancellation in writing or where the performance of our contractual obligations is prevented or affected (for example but not limited to delay, cancellations, change of itinerary, change of accommodation, change of transport) by Force Majeure.
Force Majeure means an event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid and is therefore an event beyond our or the suppliers reasonable control. These events include but are not limited to strikes, riots, political/civil unrest, government acts, hostilities, war, threat of war, terrorist activity or threat of terrorist activity, industrial disputes, natural or nuclear disaster, fire, flood, tornadoes, hurricanes, transportation problems, airport closures, and severe weather conditions. We suggest that you take out adequate travel insurance to cover such eventualities.
[In the unlikely event that the performance of our contractual obligations are prevented or affected due to Force Majeure after departure, we regret we will be unable to make any refunds (unless we obtain any from our suppliers)]
Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure. We will follow the advice given by the Foreign Office.
Payment of compensation according to the scale set out above will not affect your statutory right to claim further compensation if, in all the circumstances, you remain dissatisfied.
If, after departure, we need to make a change to a significant proportion of your package we will do our best to make suitable alternative arrangements at no extra cost to you. If it proves impossible to make suitable alternative arrangements, or if you have reasonable grounds for refusing the alternative offered, we will arrange transport back to your point of departure, or to an alternative location that we agree to. Unless the change is as a result of unusual and unforeseeable circumstances beyond our control (force majeure as described above), you will also be entitled to compensation.
16. What is the extent of our liability?
Your package contract with us will be performed or provided with reasonable skill and care. We accept responsibility if you or customers named in the booking suffer death or personal injury, or the contractual arrangements are not provided as promised, as a result of the failure of us or our agents or suppliers or the employees of each whilst acting in the course of their employment unless the failure or improper performance is due to you, or any of the following:
a third party unconnected with the provision of the travel arrangements, or
unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or
an event which we or our suppliers, even with all due care, could not foresee or forestall,
provided that in these 3 events we would still endeavour to give prompt assistance if you are in difficulty and, if you inform us that you don't believe you have received the contracted service, we will make prompt efforts to find appropriate solutions.
Except as specifically set out in these conditions, we will not accept any further or different liability than the Package Travel, Package Tours and Package Holidays Regulations impose. It is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us.
For claims which involve death or personal injury we do not impose any restriction upon our liability to the extent that it arises from our negligence. For all other claims which do not involve personal injury or death:
The most we will have to pay if we are liable to you is twice the price you've paid for your package (not including insurance premiums and amendment charges).
Our liability will also be limited in accordance with/or in line with all relevant international convention. These include the Athens Convention (applies to transport by ship), the Berne Convention (applies to transport by rail), the Geneva Convention (applies to transport by road) and the Paris Convention (applies to accommodation). You can get copies of the relevant conventions from the Internet or from us. You should also note that these conventions limit or remove the amount of compensation that you can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We will apply the limits of these Conventions to any payments to you as if we were the carrier.
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 take action against the person or organisation responsible for causing the death, personal injury or illness.
Please note that this clause does not apply to any separate contracts that you enter into for excursions or activities during or outside of your package. In the cases of Collette Worldwide Holidays, Gleneagle and Maritime Hotel, and The Royal Hotel, Bray, and where noted, Ulsterbus Tours are agents of the respective tour supplier. In all other products offered herein, Ulsterbus Tours are the principal operator.
17. What do I need to do if I have to complain?
If you have a complaint during your holiday you should tell the driver/courier/representative at the earliest opportunity so that they can do their utmost to resolve the problem immediately.
If they are unable to resolve the matter to your satisfaction you must notify us in writing within 28 days after the end of the tour. Please address your letter to The Manager, Ulsterbus Tours, The Travel Centre, Europa Buscentre, Belfast, BT12 5AH and give the tour title and departure date. 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 upon which you first drew the problem to our attention or that of our representative or supplier. It may affect your rights under this Fair Trade Agreement if we have not been able to investigate and remedy the situation at the time.
The Confederation of Passenger Transport UK has an arbitration scheme and full details are available from them. This scheme does not apply to claims that arise mainly in respect of physical injury or illness or the consequences of any illness or injury.
18. Our Coaches/Seating Arrangements
We will always use our reasonable endeavours to provide a coach to the specification as described in our brochure or advertisement but reserve the right to substitute an alternative vehicle should unforeseen circumstances arise. There is a seating plan of the coach for each package, but it is possible that on occasions operational reasons will require a coach with a different configuration to be used. We therefore reserve the right to alter a coach seating plan and allocate seats other than those you have booked.
Coach seat numbers are shown on your ticket and you retain the same seat throughout the tour. Passengers occupying seats other than those assigned to them may be asked to change seats. Requests for particular seats can be made on most packages when booking but because allocations are made on a first come, first served basis you are recommended to book early. When your booking is confirmed you will be offered the best seats that are available at that time. If you know someone who may want to book later but sit near you please discuss this with the booking clerk at the time you make your booking.
Specific seats will not be allocated on coaches which operate on feeder services between joining points and main package departure points, on coaches which carry out transfers to and from seaports or on Goldline or Cross Channel Services.
The seats on our coaches are approximately 450mm wide (17.71 inches). If you are unable to sit within the space provided by a seat of the above dimensions you must advise us at the time of booking. In these circumstances you may, subject to availability, be allocated two adjoining seats (subject to payment of any additional charge).
If you feel that you require two seats, then these must be booked and paid for in advance, at the time of booking. If you fail to do this and it transpires that the seat allocated to you is insufficient for your needs and there is no alternative seating available then you will be refused access to the coach and any payments made will be liable to forfeiture.
If you do not provide us with the information at the time of booking, it may be that on arrival to commence your tour you will be unable to be accommodated on the coach and we then reserve the right to cancel your holiday with the application of full cancellation charges. No refund will be made to you nor will any expenses be met and we will have no further liability to you.
19. Hotel Facilities
Some hotel facilities, such as indoor or outdoor swimming pools or leisure facilities, may from time to time be withdrawn for routine maintenance or be subject to seasonal availability. The provision of these facilities is therefore not guaranteed.
20. No smoking policy
We operate a strict No Smoking policy, which includes E-Cigarettes, on all our coaches and in all our buildings and terminals.
21. Conditions of carriage
When you are travelling on an Ulsterbus Coach you are carried under the Ulsterbus Limited Conditions of Carriage, a copy of which can be provided to you on request.
When travelling on a ferry or transport provided by any other courier, the Conditions of Carriage of that carrier apply and are subject to any applicable National Conditions or International Conventions which may limit or exclude liability. The Public Service Vehicle (Conduct of Drivers, Conductors and Passengers) Regulations 1990 as amended apply to all coaches throughout any holiday in the UK.
22. Is there anything I cannot bring on the coach?
You cannot bring a pet or other animal (other than a guide dog in the UK and Ireland and then only by arrangement). You must not play a radio or music player on a coach. Consideration must be given to others in the use of mobile phones and excessive use is prohibited.
23. Passenger Conduct
We want all our customers to have a happy and carefree holiday but you must remember that you are responsible for your behaviour, hygiene and the effect which it may have upon others.
Ulsterbus reserves the unconditional right to refuse a booking or terminate a person's holiday in the event of either you or any member of your party being abusive, disruptive or behaving in a way which in our reasonable opinion, or in that of our suppliers, could cause damage or injury to others or affect the enjoyment of their holiday, or which could cause damage to property or to any Third Party. If this happens we will have no further obligations or liability to you.
Our driver/courier or the authorised official of any accommodation, visit, amenity or other means of transport used during a tour (e.g. ship) is entitled to refuse you boarding if in their reasonable opinion you are unacceptably under the influence of drink or drugs or are being violent, abusive or disruptive. If this happens we will have no further obligations or liability to you.
If you are refused boarding on the outward journey we will regard it as a cancellation and the full cancellation charges as set out in paragraph 9 will apply.
If the refusal is during the tour or upon the return journey, we have the right to terminate the contract without any further obligation to you and you will have to make your own arrangements thereafter. If this happens, Ulsterbus will not be under any obligation to pay you any refund or to compensate you for any loss which you may incur.
You should note that you are responsible for ensuring that you are at the correct departure point at the correct time. We cannot be liable for any loss or expense suffered by passengers because of their late arrival at any departure point.
All of the hotels and transport which we use have their own terms and conditions relating to conduct and behaviour and responsibility for any injury or damage caused to property, staff or customers. Copies of these terms and conditions can be made available by us upon request. In the event of any claim being made for personal injury, loss or damage and any liability or obligation being imposed on us which arises as a result of unreasonable behaviour or conduct by you or any member of your party, we will require you to fully indemnify us in respect of all sums which we are required to pay arising from your conduct.
When you have paid the balance, we will send you or your booking agent all the necessary labels so that you receive them in good time for your holiday. Certain travel documents may have to be retained by us and your driver/courier will then issue them to you at the relevant time. If you lose a travel document after it has been issued to you we will require you to meet the direct cost charged by the carrier/supplier for the issue of a duplicate or replacement. Ulsterbus Tours reserve 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 tour will operate. We recommend that you read the British Foreign and Commonwealth Office (FCO) advice about your holiday at www.fco.gov.uk http://www.fco.gov.uk.
24. What happens if I am delayed?
Your travel insurance may cover you for some delays. In addition, where you are delayed for more than six hours in any one day, we will seek to minimise any discomfort and where possible, arrange for refreshments and meals.
25. Is the cost of excursions included in the price?
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 and use of guides, etc. are included in the price of the holiday unless otherwise stated in the brochure. Optional excursions may be booked and paid for in resort but these will not form part of your booking.
26. Do I need a passport or travel documents?
You are responsible for ensuring that you have the correct travel documents. We cannot be held liable for any loss or expense suffered by you or any member of your party because of an incorrect passport. If you are travelling on a Continental Holiday you will need to have a full 10 year British/Irish/EU Passport. We strongly recommend that you carry your passport or other photographic identification when embarking on any of our tours.
If you are not a resident British/Irish/EU citizen or do not hold a full British/Irish/EU Passport you must seek passport and visa advice from the consulates of the countries you plan to visit prior to making a booking on one of our holidays.
You should note this application for a 10 year passport can take a matter of months and you should ensure that you make any application for a passport in sufficient time. Details can be found on www.nidirect.gov.uk/passports or www.dfa.ie/home.
27. Do I need to take out travel insurance?
Our tours do not include insurance in the price but a Holiday Travel Insurance Scheme is available - for details see 'Holiday Insurance'.
We strongly recommend all our customers to take out a travel insurance policy, albeit not necessarily the one offered by Ulsterbus, for all tours to cover such things as cancellation charges, should you fall ill or have an accident before travelling or medical & repatriation costs should you have to go to hospital during your trip. If you choose not to take out a travel insurance policy and require our assistance during your trip, we reserve the right to reclaim any expenses that we may incur on your behalf, which would otherwise have been met by a travel insurance policy.
Ulsterbus Limited trading as Ulsterbus Tours is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts.
28. What assistance will you give me if things go wrong when it is not your fault?
If you, or any member of your party, suffer death, illness or injury whilst overseas arising out of any activity which does not form part of your package travel arrangements or an excursion arranged through us in the UK, we shall at our discretion, offer advice, guidance and assistance. Where legal action is contemplated and you want our assistance, you must obtain our written consent prior to commencement of proceedings. Our consent will be given subject to you undertaking to assign any costs, and benefits received under any relevant insurance policy to ourselves. We limit the cost of our assistance to you and any member of your party to £5,000.00 per party.
Hotel accommodation varies across our programme and among the geographical areas which we cover. We use hotels ranging from 4 stars to small independent hotels. Customers' attention is drawn to the star ratings clearly marked beside each one, as these are the most widely recognised indicator of accommodation standards.
30. Passengers with disabilities and health considerations
We want to ensure the arrangements for your package are suitable and appropriate. Not all the packages in this brochure may be suitable for you and if we reasonably consider we cannot provide what is required, we will not accept the booking.
Should you or a member of your party have any medical condition or disability that may affect your/their holiday or that of other passengers, you must provide full written details to us at the time of booking so that we can advise you of the suitability of the holiday. This applies whether the booking is made on-line, in person, in writing, or by telephone. If a particular issue is identified, we reserve the right to request a doctors certificate confirming that the passenger is fit for travel and reserve the right to refuse any booking in the absence of such doctors certificate being produced upon request.
If a passenger requires personal assistance (for example but not limited to assistance with feeding/dressing/toileting/mobilising) then this passenger must travel with an able bodied companion/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 offer such assistance.
Whilst we will make every reasonable adjustment to do so, if we are unable to accommodate the needs of a passenger or believe that the medical condition or disability of a passenger is likely to adversely affect other passengers, we reserve the right to decline the booking. We also reserve the right to cancel any holiday and impose cancellation charges if we are not fully advised of any relevant disability or medical condition at the time the booking is made and subsequently decide that we are unable to accommodate this passenger. This applies whether we advise that we are unable to accommodate a passenger either before departure or during the holiday and if this occurs during the holiday then we will seek the additional costs of returning the passenger home.
If you need advice or further information either you or your booking agent should contact us and we will make arrangements to meet our Accessibility Manager.
31. Special requests
If you require a special diet please tell us before booking, or as soon as you are medically advised, and send us a copy of the diet. We will notify the hotel or hotels identified in your booking but please note that some hotels may not have facilities to provide special diets and we cannot be held liable for their failure to do so unless the hotel has confirmed in writing that a special diet will be catered for. Where we think that a hotel is likely to be unable to cope with a special diet, we will tell you prior to your booking confirmation being issued so that you can exercise your right to cancel your package booking without charge. Any extra costs incurred by you during your package must be paid to the hotel by you prior to departure from the hotel.
You should also detail any other requests, for example, low floor rooms, particular rooms or locations on the special requests section of the booking form (or other method of confirming in writing that the request was made.) We will pass your request to the relevant supplier but this does not necessarily mean that your request will be fulfilled. If a request can be fulfilled you may incur an extra charge payable either to us or direct to the hotel. Please note that requests cannot be guaranteed unless we confirm on your booking confirmation that this is a guaranteed requirement.
32. Single occupancy
Single occupancy of rooms when available may be subject to supplementary charge as added by respective hotels, and this will be shown on the brochure page.
Some of our hotels arrange additional entertainment. Where this is part of the package, details are given on the respective brochure page. Where it is not specified it may still be available but is at the discretion of the hotel and is not guaranteed. It may be withdrawn if there is a lack of demand or for operational reasons.
34. Data Protection Act
In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we, and your travel agent, need to use the information you provide such as name, address, any special needs/dietary 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, transport companies, etc. The information may also be supplied to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law.
Additionally, where your holiday is outside the European Economic Areas (EEA) controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not, however, pass information on to any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities or dietary/religious requirements. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we cannot provide your booking. In making this booking, you consent to this information being passed on to the relevant persons. Please note that where information is held by your travel agent, this is subject to your agent's own data protection policy.
Your data controller is Ms Kay Sharkey. You are entitled to a copy of your information held by us. If you would like to see this, please contact us. 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. We may provide you with details of other goods and services including those of selected third parties. If you do not wish to receive further information about products and services from either ourselves or third parties, please write to the data controller.
35. Health and Safety on holiday
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. Further information can be obtained from your GP or from your travel agent, who can provide you with the leaflet Health Advice for Travellers published by the Department of Health. Some people may be at risk from discomfort or deep vein thrombosis (DVT) if they remain immobile on a journey for a long period of time. If you are planning to undertake a bus or coach journey of more than 3 hours you should consult your doctor if you have ever had DVT or pulmonary embolism, a family history of clotting conditions, cancer or treatment for cancer, a stroke, heart or lung disease or if you have had major surgery in the past 3 months. We reserve the right to refuse any booking in the absence of a doctor's certificate confirming that you are fit to travel. During the journey we will provide comfort stops as frequently as possible. During these stops you are encouraged to get off the coach and walk around. Exercise reduces any discomfort which may be caused by periods of immobility. During any journey you should drink alcohol only in moderation as it leads to dehydration.
Under normal circumstances most Western European countries do not require visitors to be inoculated or vaccinated, and at the time of publication of this brochure none were required for the countries visited in our itineraries. However, we will indicate any known vaccination or other health requirements where possible for each country to be visited, if the need arises. 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.
37. European Health Insurance
All UK residents travelling to Mainland Europe need an E.H.I.C. in order to receive necessary health care while visiting a European Union Country or Switzerland. All UK residents are entitled to receive an E.H.I.C. - you can apply online at www.ehic.org.uk, by phone on 0845 606 2030, by post or pick up a form and pre-addressed envelope at the Post Office.
38. Publication date and details. This brochure was printed in the United Kingdom by Ulsterbus Tours November 2017.
39. VAT NumberGB 617 546 234
Ulsterbus Limited T/A Ulsterbus Tours
a: 3 MILEWATER ROAD, BELFAST, County Antrim, BT3 9BG
tel: 028 9033 7004 fax: 02890 246926
Status Disclosure Information
The Financial Conduct Authority (FCA) is the independent regulator of financial services. Use this information to decide if our services are right for you.
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Ulsterbus Limited T/A Ulsterbus Tours is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts as an intermediary.
Ulsterbus Limited T/A Ulsterbus Tours offer and act on behalf of a limited panel of insurance providers (see below). Towergate We do not charge fees for arranging insurance, we may however receive an economic benefit or retain a part of any premium by way of remuneration. Our sales agents may also be remunerated on the sale of individual products. Fees may be applied by insurers for such things as mid-term adjustments and cancellations. Please check the individual policy information for full details.
We hold any insurance money (premiums, refunds or claims money) as the agent of the insurer under a risk transfer agreement.
You WILL NOT receive advice or a recommendation from us for insurance. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.
We always aim to provide a first class service, however if you have any cause for complaint any enquiry can be raised either in writing, email or by telephoning ITC Compliance Limited, 4 Monarch Court The Brooms, Emersons Green, Bristol, BS167FH, firstname.lastname@example.org, 0845 177 22 66 or 0117 4403700. Should you remain dissatisfied you have the right to ask the Financial Ombudsman Service to review your case by either writing, email or by telephoning Financial Ombudsman Service, Exchange Tower, London, E149SR, 0800 023 4567, email@example.com, www.financialombudsman. org.uk. You may be entitled to compensation should we be unable to meet our liabilities as an insurance intermediary under the Financial Services Compensation Scheme (FSCS). Your entitlement to compensation will depend upon the type of business and the circumstances of your claim. Insurance advising and arranging is covered for 90% of the claim, without any upper limit or for compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS.
Details of ITC Compliance Limited's authorisation can be confirmed by contacting the Financial Conduct Authority on 0800 111 6768 or by visiting the FCA's website http://www.fca.org.uk/register.
As an organisation we are committed to treating our customers fairly, before, during and after a sale.
Before the sale you can expect:
· To have any significant and unusual exclusions or exceptions to the policy brought to your attention.
· A clear statement of price, including where applicable a breakdown of any interest charges.
· Details of your cancellation rights and our complaints procedure.
· Copies of your policy documentation or information as to when these documents will be dispatched.
After the sale you can expect:
· Not to encounter any barriers to cancelling your policy within regulatory agreed timeframes.
· To have any complaint dealt with in a timely and professional manner.
If at any time you feel you have not been treated fairly by any member of our staff please contact us at the address or telephone number above.
Demands And Needs Statement
This travel insurance policy will suit the Demands and Needs of an individual, or group (where applicable) who have no pre-existing medical conditions, are travelling to countries included within the policy terms and who wish to insure themselves against the financial impact of specified unforeseen circumstances/events relating to or occurring during their trip. Subject to policy exclusions, terms, conditions and maximum specified claim limits; full details of which may be found in your Insurance Product Information Document (IPID) and policy booklet.
You may already possess alternative insurance(s) for some or all of the features and benefits provided by products purchased; it is your responsibility to investigate this. We will not provide you with advice about the suitability of this product for your individual needs but we will be happy to provide you with factual information to assist you in making an informed buying decision.
All policies have exclusions and restrictions to them. It is very important that you read and understand these and only purchase the policy if you are happy that you and (where applicable) every member of your party meet the eligibility criteria: Specifically for travel our policy may NOT be applicable for you if:
· You are over the maximum specified age at the time of your trip
· You have pre-existing medical conditions
Examples of these and other conditions and restrictions and what to do if you are unsure about any aspect of an exclusion are contained within your policy information.
If after purchasing a policy should you find it does not meet your requirements you have 14 days from the date of issue, or prior to travel (whichever is sooner) to cancel the policy.
If you do decide to cancel your money will be refunded in full, provided no claims have been made or incident likely to give rise to a claim has arisen.
Travel policies will not cover travel to areas where the Foreign and Commonwealth Office has advised against 'all travel'. If you are not sure whether there is a travel warning for your destination, please check with the Foreign and Commonwealth Office (phone 020 7008 1500 or visit their website at www.fco.gov.uk).
It is your responsibility to do this and no information or guidance will be provided by ourselves in this regard.
Confidentiality and Data Protection
Your information will only be disclosed/provided to third parties for the purposes of providing, arranging, administering and renewing insurance contract(s) and for the purposes of monitoring and/or enforcing compliance with regulatory rules/codes. A list of these third parties can be found below. For full details of where your information will be sent and the purpose of such data transfer, please ask us.
Your information will be retained for a period of up to twelve years. During this time you have the right to obtain details of the information held and how it has been processed. If you would like to exercise any of these rights or have any concerns with how we are processing your data then please contact the Data Protection Officer at Ulsterbus Limited T/A Ulsterbus Tours, 3 MILEWATER ROAD, BELFAST, County Antrim, BT3 9BG; telephone: 028 9033 7004. If we are unable to resolve your concerns then you have the right to refer the matter to the Information Commissioner's Office. Further details about your rights and how to lodge a complaint can be found on the Information Commissioner's Office website (www.ico.org.uk/for-the-public/).
I confirm that I have been provided with the a copy of this document together with all relevant policy documentation to enable me to make an individual informed buying decision based on my own personal circumstances and the merits of the policy. This buying decision was my own and I did not receive a personal recommendation or advice from Ulsterbus Limited T/A Ulsterbus Tours.
If you are intending to purchase an insurance product your signature below will act as confirmation that you did not receive any recommendation or advice from us regarding the suitability of the product for your circumstances; that you have received the documentation below * and had the opportunity to review and question any items that may be unclear to you and that you have made an individual informed buying decision based on your own personal circumstances and the merits of the policy:
· This document (status disclosure)
· A policy booklet or similar, detailing policy terms, conditions, exclusions and your cancellation rights
· Price information including all applicable taxes and where applicable interest payments
If you have not had access to these documents please ask a member of staff who will be happy to assist.