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EUROTUNNEL
BOOKING CONDITIONS These Conditions apply when Driveline acts as your tour operator. If Driveline acts as agent for another tour operator, our agency terms and conditions will apply, along with the Booking Conditions of the other tour operator. 1. YOUR FINANCIAL PROTECTION Total Payment Protection (topp) Policy cover: In compliance with the UK Package Travel, Package Holidays and Package Tours Regulations 1992 and the Civil Aviation (Air Travel Organisers Licensing) Regulations 1995 an insurance policy has been arranged with Travel & General Insurance Company plc to protect customers prepayments paid in respect of: - flight inclusive packages commencing and returning to the UK - non-flight inclusive packages commencing and returning to the UK - the ground handling aspects of packages where the customer is responsible for arranging travel to the destination offered in this brochure (subject to the terms of the insurance policy), for: - a refund of such prepayments if customers have not yet travelled - making arrangements to enable the holiday to continue if customers have already travelled or repatriation of customers to the UK in the unlikely event of our financial failure 2. ABTA We are a member of ABTA, membership numbers W6898 and J9411. We are obliged to maintain a high standard of service to you by ABTAs Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. Further information on the Code and arbitration can be found at http://www.abta.com/heretohelp.shtml and see also clause 10. 3. YOUR HOLIDAY CONTRACT: Your contract is with Driveline Europe Ltd (herein after referred to as Driveline). When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. You must be at least 18 years old to make a booking with us. This contract is made on the terms of these booking conditions, which are governed by English Law, and the jurisdiction of the English Courts. You may however, choose the Law and jurisdiction of Scotland or Northern Ireland if you wish to do so. A contract will exist as soon as we issue our confirmation invoice. On receipt of your confirmation invoice, you must check all details along with all other documentation carefully, and advise us straight away if anything appears incorrect. We regret we cannot accept any liability if we are not notified of any inaccuracy in the confirmation invoice or any other document within 10 days of us sending it out (5 days for transport tickets). If you or any of your party is disabled or has any medical condition which may affect their holiday arrangements, full details of the disability/medical condition must be made known to Driveline before booking, so that we can discuss with you the suitability of the holiday that you have chosen. In the event of such details not being made known before booking, then Driveline further reserves the right to cancel the booking at any stage and cancellation charges will be made as shown in section 8 of these conditions. 4. PAYMENT Payment for any of the arrangements in this brochure can be made by any credit card showing the Visa, Access or Master Card symbols (2% administration fee) or debit cards showing the Switch, Delta or Connect symbol (no charges) or by Amex Card (2% administration charge). Cheques and money orders should be made payable to Driveline Europe Ltd. Cheques are not accepted for departures within 21 days of booking. When you make your booking you must pay a deposit of £75 per person together with any applicable insurance premium, for any holiday with a duration of 7 nights stay or more, or with a holiday price, excluding insurance, in excess of £250 per person in either case where the departure date is 12 weeks or more ahead. The balance of the price of your travel arrangements must be paid at least 12 weeks before your departure date. No reminders for payment will be sent. All bookings with a duration of less than 7 nights; or with a value less than £250 per person; or on specified promotions; or any booking made within 12 weeks of travel, full payment is required at time of booking. If the deposit and/or balance is not paid in time, Driveline reserves the right to cancel the booking and retain any deposit paid. All monies paid to any travel agent are held by him on our behalf at all times. 5. YOUR HOLIDAY PRICE i.) We reserve the right to alter the prices of any of the holidays shown in our brochure. You will be advised of the current price of the holiday that you wish to book before your contract is confirmed. ii.)The price of your travel arrangements was calculated using exchange rates quoted by Barclays Bank on 30 November 2007 in relation to the following currencies: Euro 1.4, iii.)Changes in transportation costs, (including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports) and exchange rates mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving 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 final invoice. 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. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. 6. IF YOU CHANGE YOUR BOOKING If, after our confirmation invoice has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing by the person who made the booking, or your Travel Agent. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. You will be asked to pay administration charges as follows, plus any further cost we incur in making this alteration. a):Cross channel travel with or without services such as accommodation, Eurotunnel or Ferry, i) For short breaks more than 7 days before departure £20 per change and 7-3 days before departure £30 per change. No refunds or amendments are permitted with ticket only offers or any booking incorporating speed ferries. No amendments will be permitted within 48 hours of departure. ii) Eurostar bookings with or without services such as accommodation; No changes or amendments are permitted. Eurostar terms & conditions apply, lost or stolen tickets are not refundable. b):This clause relates to the booking of packages . If you or a member of your party is prevented from travelling that person may transfer their place to someone else suggested by you up to 14 days before departure subject to the following conditions: i) the reason for such a transfer is personal illness which prevents you from travelling, death or serious illness of a close family relative, redundancy or unavoidable work commitments, jury service or similar circumstances; and ii) you provide documentary proof such as a Doctors Certificate of the reason for your wish to transfer and iii) you, or the transferee, pays any balance due before the transfer is finalised and iv) the transferee meets any conditions which may apply to the holiday and agrees to these booking conditions and v) you request the transfer in writing and provide full details of the transferee, documentary proof, payment of a fee and return to Driveline all existing documentation. The fee is made up of an amendment fee of £15 per person together with all additional charges of whatever sort imposed by the suppliers providing the component parts of your holiday arrangements. It may be for example, that the air carrier will require payment of cancellation charges and payment of the cost of a replacement ticket. 7. IF YOU CANCEL YOUR HOLIDAY You, or any member of your party, may cancel your travel arrangements at any time. Written notification from the person who made the booking or your travel agent on your behalf must be received at our offices. The time of cancellation is taken as the date written notice is received by Driveline. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in clause 8. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling. (Excluding insurance premiums and amendment charges which are non-refundable in the event of your cancellation.) Please note: i) If you cancel a booking after your tickets have been issued, you must repay us the full amount of all costs we have incurred on your behalf. This may include the full cost of the ticket. i.e.: If your tickets have been issued, no changes or refunds are permitted. 100% charges apply. ii) If you cancel a promotional booking i.e. involving any special offer and/or promotion offered by us which is not advertised in our brochure (including but not limited to any special flight inclusive or any special Eurostar offers) at any time after that booking has been confirmed a 100% cancellation charge will be payable. Please check at time of booking which cancellation charge will apply. Before refunds can be processed we will require unused documentation to be returned to Driveline. Driveline cannot be held responsible for lost or stolen tickets. Note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges. 8. IF WE CHANGE OR CANCEL YOUR HOLIDAY It is unlikely that we will have to make any changes to your travel arrangements, but we do plan the arrangements many months in advance. Occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. However, we will not cancel your travel arrangements less than 12 weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies paid or accept an offer of alternative travel arrangements of comparable standard from us, if available (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out in this clause. Other examples of minor changes include alteration of your outward/return transport by less than 12 hours (6 hours if your booking is for 4 nights or less), change of accommodation to another of the same standard, the withdrawal of a facility, the late opening or closure of an advertised swimming pool, bar or restaurant etc. If we make a major change to your holiday, we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies paid. In all cases, except where the major change arises due to reasons of force majeure, we will pay compensation as detailed below.
If we make a major change or cancel your holiday Period before departure within which notice of Compensation per Cancellation or major paying passenger change is received by us or notified by you. More than 85 days 57 - 84 days 29 - 56 days 15 - 28 days 0 - 14 days Nothing Nothing 5% 5% 15% If you cancel your holiday Cancellation charge as a % of holiday cost (plus insurance premiums) Deposit only 30% or deposit if greater 60% or deposit if greater 90% or deposit if greater Full cost of holiday
The compensation that we offer does not exclude you from claiming more if you are entitled to do so. Force Majeure: This means that we will not pay you compensation if we have to cancel or change your travel arrangements in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions. 9. IF YOU HAVE A COMPLAINT If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier or other service provider) immediately who will endeavour to put things right. If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to our Customer Services Department at Driveline Europe Ltd, 5 Brewers Yard, Ivel Road, Shefford, Beds SG17 5GY giving your booking reference and all other relevant information. Please keep your letter concise and to the point. This will assist us to quickly identify your concerns and speed up our response to you. It is strongly suggested that you communicate any complaint to the supplier of the services in question without delay and keep records of all such communication If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.
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