A) Coach Holidays - Our Trading Charter with you
B) Day Excursion - Conditions of Carridge
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Coach Holidays - Our Trading Charter with you
1. Why should I read this page?
Because it is very important. Our Trading Charter forms a key part of our agreement with you and forms the basis of a 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 have the authority to accept, and do accept, on behalf of your party the terms of these booking conditions. This contract is made subject to the terms of these booking conditions, which are governed by English Law, and the non-exclusive jurisdiction of the English Courts. If your holiday involves any travel by air your contract will be with the ATOL holder named on the individual brochure page. These contract terms and financial guarantees will not apply to any holiday involving any type of flight. Instead, you will be supplied with the full booking conditions of the ATOL holder arranging your holiday. Your booking agent will have a copy or alternatively you can request one prior to booking your holiday from Peterborough Travel Consultants/Impression Holidays 14 Westgate Arcade, Peterborough PE11PY. If you did not see this trading charter before you made your booking and you are not happy to proceed with the booking now that you have seen it please return all documentation to us or the travel agent through whom you booked within 7 days of receiving this charter. Your booking will be cancelled and your monies will be returned in full, provided you have not commenced your travel.
2. How and when do I make this contract with you?
We welcome you making contact with us in a number of ways. You can write to us, phone us, use a nominated travel agent, e-mail or visit our website. Whichever way you contact us the contract is made when your booking is entered on to our reservation system and we issue a confirmation of booking. If your confirmation is not immediately issued, we will send you, or your agent the confirmation of your booking within 7 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.
3. How is my holiday money protected?
Impression Holidays & Excursions Ltd are a company committed to customer satisfaction and consumer financial protection. We are therefore pleased to announce that, at no extra cost to you, and in accordance with 'The Package Travel, Package Tours Regulations 1992' all passengers booking with Impression Holidays & Excursions Ltd are fully insured for the initial deposit, and subsequently the balance of monies paid as detailed in your booking confirmation form. The policy will also include repatriation if required, arising from the cancellation or curtailment of your travel arrangements due to the insolvency of Impression Holidays & Excursions Ltd. This insurance has been arranged with MGA Cover Services Ltd (registered address Farren House The Street, Farren Court Cowfold West Sussex RH 13 8BP, company registration: 08444204 authorized and regulated by the Financial Conduct Authority registration number 597536) under a binding authority with the insurer CBL Insurance Europe Limited (registered address 2nd Floor 13-17 Dawson Street Dublin 2 Ireland, who are authorized and regulated by the Financial Conduct Authority registration number 203120)
In the unlikely event of Insolvency you must Inform MGA Cover Services Ltd immediately on +44 (0) 20 3540 4422. Please ensure you retain this booking confirmation form as evidence of cover and value.
Policy exclusions: This policy will not cover any monies paid back to you by your Travel Insurance or any losses which are recoverable under another insurance or bond.
4. When do I need to pay for my holiday and how much?
At the time of booking you will need to pay a deposit for each person named on the booking. The balance must be paid before the dates listed below. Where you use an agent they may require you to pay them earlier than this date and will advise you separately of their balance due date. If you book within our balance due period you will need to pay the total holiday cost at the time of your booking. If you do not pay the outstanding balance for your holiday 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 you confirm in writing that you intend to cancel or 15 days after the balance due date, whichever comes first.
Deposit of £35 per person is required on all coach holidays priced under £200, except London Theatre Breaks: deposit of £80 per person.
Your balance due date is as follows:
On coach holidays up to and including four days: 4 weeks before departure.
On coach holidays of five days or more: 6 weeks before departure.
Where optional items are purchased as part of the tour 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.
5. If I use an agent who does my money belong to?
Your 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 to us.
6. Can you change the price of my holiday after you have issued the booking confirmation?
Yes we can, but only in very limited circumstances. The price of your holiday 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 terminal.
Exchange rates applied to the particular holiday booked.
Dues and taxes including charges in VAT or any other Government imposed changes.
In the case of any small variation, an amount equivalent to 2% of the price of your holiday, which excludes insurance premiums and any amendment charges, will be absorbed or retained. For larger variations, this 2% will still be absorbed for increases, but not retained from refunds. In either case, there will be an amount to cover agents commission. If this means that you have to pay more than 10% of the price your holiday, 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 final invoice. Alternatively, you can accept an offer of an alternative comparable holiday of equivalent or superior quality, if available, or an alternative holiday of lower quality, if available. You may then transfer payment made in respect of your original holiday to the alternative holiday. If the cost of the alternative holiday is less than the original holiday, the difference in price will be refunded. We will also pay compensation as set out in clause 12 below. Please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your holiday due to contractual and other protection in place. In addition to sterling we use the following currencies in calculating our holiday prices. Prices below are the equivalent exchange rate to £1 sterling from the Financial Times Exchange Cross Rates dated Thursday 11th November 2010. Euro 1.182, Switzerland SFr 1.572.
Please note that some apparent changes may not affect the price of your holiday due to contractual protection which we have in place.
7. Can I change my holiday arrangements?
After we have issued our booking confirmation we will do our best to accommodate any changes you may want 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 per booking, per person will be payable plus any additional charge for the facilities requested. Any significant alteration after the balance due date will be treated as a cancellation of the original booking and will be subject to the cancellation charges detailed below. A significant alteration would include a change of departure date, holiday or hotel, or number of people travelling.
8. 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 holiday 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 holiday is paid for by the balance due date.
9. 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 who signed the booking form 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.
10. Scale of Cancellation Charges
Period before departure Amount of cancellation charge as a %
within which written Holidays up to Holidays of
cancellation of holiday and including 5-days and
is received 4-days over
More than 42 days Deposit Deposit
41 to 29 days Deposit 30% - or deposit, if greater
15 to 28 days 50% 50%
8 to 14 days 70% 70%
0 to 7 days including voluntary 100% 100%
termination whilst on holiday
11.What happens if you change my holiday?
The arrangements for your holiday will usually have been made many months in advance. Sometimes changes are unavoidable and we reserve the right to make them. Most of these changes are likely to be minor and will do our best to keep you informed.
If, after booking and before departure, we make a significant change to your holiday you will have the option of withdrawing from the holiday without penalty or alternatively you may transfer to another holiday without paying an administration fee. In either case we will pay you compensation according to the scale set out below.
A significant change includes a change in departure time or return time of more than 12 hours, a change of departure point, location of resort or quality of hotel (excluding single overnight hotels on touring holidays where the quality of the hotel is comparable), a change of mode when crossing the Channel, or specification of the coach. If you withdraw from the holiday because we have made a significant change or if we have to cancel your holiday for any reason other than non-payment by you we will offer you the choice of:
A comparable replacement holiday if available; or:
a replacement holiday of lower quality together with a refund of the price difference; or:
a full refund of the money you have paid. When we have notified you of the changes and options available, you must tell us your When we have notified you of the changes and options available, you must tell us your decision as soon as possible and within any timescale we need to set bearing in mind the need to safeguard the holiday arrangements of other customers.
12. Scale of Compensation
We will pay you compensation for significant changes on the following scale:
Period before departure Compensation per person
within which a 'significant Holidays up to Holidays of
change' is notified to and including 5-days and
you or your travel agent 4-days over
More than 42 days Nil Nil
41 to 29 days Nil £10
15 to 28 days £10 £15
8 to 14 days £15 £20
0 to 7 days £20 £25
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 prior to departure, we make a significant change to your holiday arrangements or cancel your holiday we will pay you compensation as stated above unless:
the holiday 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 within the period indicated in the description of the holiday; or
the holiday is changes or cancelled by reason of unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised. These circumstances include war or threat of war, riot, civil strife, terrorist activity, industrial disputes, fire, quarantine, epidemic or health risks, natural or nuclear disasters, port terminal closures and adverse weather conditions.
If, after departure, we need to make a change to a significant proportion of your holiday 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 (as described above), you will also be entitled to compensation.
13. What is the extent of your liability?
We accept responsibility if you or any member of your party is killed or injured as a result of an activity forming part of your holiday arrangements which you booked with us before your departure; or if any part of your holiday arrangements, booked with us in the UK, is not as described in the brochure or not of a reasonable booked with us in the UK, is not as described in the brochure or not of a reasonable standard; if the failure in your holiday arrangements or any death or personal injury is due to any fault on our part or that of our agents or suppliers whilst acting in the course of their employment. We do not accept responsibility if the failure, death or personal injury is not caused by any fault of ours or of our agents or suppliers or is caused by or someone not connected with your holiday arrangements; or if the failure, death or personal injury is due to unusual or unforeseen circumstances which, even with all due care, we, or our agents or suppliers, could not have anticipated or avoided. For claims which do not involve personal injury, illness or death, the most we will have to pay if we are liable to you is twice the price the person affected paid for their holiday (not including insurance premiums and amendment charges). We will only have to pay this maximum amount if everything has gone wrong and you have received no benefit from your holiday.
If you or any member of your party is killed, injured or becomes ill as a result of transport by ship, train or coach, any liability which we may have to pay compensation is limited in line with the Athens Convention (applies to transport by ship), the Berne Convention (applies to transport by rail) and the Geneva Convention (applies to transport by road). You can get copies of the relevant conventions from us if you ask. You should also note that these conventions may limit or remove the carrier's liability to you and the amount which the carrier has to pay you. If we make any payment to you or any member of your party for death, 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. Our suppliers (such as accommodation or transport providers) have their own booking conditions or conditions of carriage, and these conditions are binding between you and the supplier. Some of these conditions may limit or remove the relevant transport provider's or other supplier's liability to you. You can get copies of such conditions from our offices, or the offices of the relevant supplier.
14. What do I need to do if I have to complain?
If you have a complaint during your holiday you should tell the driver/ representative or supplier at the earliest opportunity so that they can do their utmost to resolve the problem immediately. If they are unable to resolve the problem to your satisfaction you should complete a Holiday Report Form which is available from the driver/representative. You will be given a copy of this report which you should keep. If, on your return from holiday, you remain dissatisfied you should write within 28 days to the Managing Director, Peterborough Travel Consultants/Impression Holidays 71 Ledbury Road, Peterborough PE3 9RF. In your letter you will need to quote your booking reference number, holiday number, departure date and the number of the Holiday Report Form which you completed at the time. If you do not tell us at the earliest opportunity about a problem giving rise to your complaint we cannot take steps to investigate and rectify it. In deciding how to respond to your complaint we will take into account the date you first drew the problem to the attention of our driver/representative or supplier.
15. If I do not agree with your decision can I request arbitration?
Yes you can. If we cannot resolve your complaint amicably you may request that the dispute is referred to an independent arbitration scheme established by the Confederation of Passenger Transport UK (CPT). Full details of this scheme will be provided on request or you can obtain a copy from CPT. This arbitration scheme provides a simple and inexpensive method of arbitration on documents alone with restricted liability on the customer in respect of costs. This scheme does not apply to claims for an amount greater than £1500 per person. There is also a limit of £7500 per booking. Normally there is limit of 9 months from the date of return from your holiday within which to request arbitration but in exceptional circumstances the scheme can be used beyond this date. 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.
16. Children's reduction
Child reductions are available on all centred holidays for all children between 4 and13 when a child shares a room with two full paying passengers (unless stated otherwise on the individual brochure page). These child reductions are shown in the price panel on the appropriate brochure page.
17. Coach seating
There is a seating plan of the coach for each holiday, 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. It may be necessary to reallocate single seats. Requests for particular seats can be made on most holidays 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 to you then 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 holiday departure points, on coaches which carry out transfers to and from airports and seaports or on Peterborough Travel Consultants/Impression Holidays connecting services.
18. Heath & 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.
19. Passenger behaviour
We want all our customers to have a happy and carefree holiday. But you must remember that you are responsible for your behaviour and the effect it may have on others. If you or any member of your party is abusive or disruptive or behaves in a way which, in our reasonable opinion, could cause damage or injury to others or affect their enjoyment of their holiday, or which could damage property, we have the right, after reasonable consideration, to terminate your contract with us. If this happens we will have no further obligations or liability to you.
The coach driver/representative, ship's captain, or authorised official of other means of transport is entitled to refuse you boarding if in their reasonable opinion you are unacceptably under the influence of drink or drugs or you are being violent or disruptive. If you are refused boarding on the outward journey we will regard it as a cancellation by you and we will apply cancellation charges according to the scale in section 10. If the refusal is on the return journey we have the right to terminate the contract and will have no further obligations or liability to you.
20. No smoking policy
We operate a strict no smoking policy on all of our coaches, however frequent comfort stops are made especially during longer journeys. The no smoking policy of other carriers and suppliers will vary and will be supplied on request if you contact the Impression Holidays / Peterborough Travel Consultants head office at the address shown above.
We do not allow pets to be taken on our holidays. Registered Assistance Dogs will normally be accommodated on UK holidays but not on overseas holidays.
22. Pick up point, itineraries, travel documents and passport
You are responsible for ensuring that you are at the correct departure point, at the correct time, with the correct documents and we cannot be held liable for any loss or expense suffered by you or your party because of an incorrect passport or late arrival at the departure point. If you are a British citizen travelling outside the United Kingdom you must have a full UK passport valid for a minimum of six months after your scheduled date of return. Non-UK citizens must seek passport and visa advice from the consulates of the countries you plan to visit prior to making a booking for one of our holidays. The name on the passport must match the name on the ticket. If someone in your party changes name after the booking is made you must tell us immediately so that we can issue the ticket in the new name.
When you have paid the balance and approximately 10 to 14 days prior to departure 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. Impression Holidays / Peterborough Travel Consultants 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. Included excursions are detailed on the relevant brochure page and refunds will not be made for any excursion not taken. Optional excursions may be booked and paid for in resort but these will not form part of the package booked with us. Admission fees to buildings, grounds etc. are not included in the price of the holiday unless stated otherwise on the relevant brochure page.
23. 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.
24. Do I need to take out travel insurance?
We strongly recommend all of our customers to take out travel insurance. It is not compulsory in law to have travel insurance for our tours within the United Kingdom but it is compulsory for our tours operating to destinations outside of the United Kingdom. You do not need to take out our travel insurance but you should have insurance, which is at least as good or better than the insurance we offer. We will however, require from you details of your Insurance company, policy number and 24 hour emergency contact number. If you do not have adequate insurance and require our assistance whilst on 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.
25.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 an 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, 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 £5000 per party.
26. Special needs
Unfortunately, many hotels overseas do not provide adequate facilities for guests with mobility problems or who suffer from other disabilities. But whether you are planning a holiday overseas or in the UK, please notify us before you book if you or any member of your party has special needs or suffers from any disability. We are keen to plan arrangements for your holiday so that special needs and requests can be accommodated as far as possible. If you will need assistance or special facilities in the hotel, or may have difficulties in taking part in excursions or boarding and travelling on the coach or other means of transport you must let us know in advance. Not all the holidays in this brochure may be suitable for you. We want you to enjoy your holiday and will try to help you select an appropriate trip. If you need advice or further information either you or your booking agent should contact the Sales Manager.
27. Special requests
If you have a special request, we will do our best to help, but we cannot guarantee that it will be fulfilled. Please inform us of your request before you make your booking and ensure that you provide as much detail as possible. If fulfilment of your special request is vital to your holiday, it must be specifically agreed with us before or at the time when you make your booking. We will comply with any special request which has been specifically agreed. General confirmation that a special request has been noted or passed on to our supplier is not confirmation that your request will be met. All special requests are subject to availability unless and until they are specifically confirmed by us. If fulfilment of your special request incurs any additional costs, we will either invoice this prior to your departure or inform you that it will have to be paid locally. If your special request relates to 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 contact the hotel or hotels on your holiday but please note that some hotels may not have the facilities to cope with special diets and we cannot be held liable for their failure to do so unless we have specifically confirmed to you that a special diet will be catered for. Where we think that a hotel is unlikely to be able to cope with a special diet we will tell you prior to issuing a booking confirmation so that you can exercise your right without charge.
28. Single Occupancy
Single occupancy of rooms when available may be subject to a supplementary charge and this will be shown on the appropriate brochure page.
Some of our hotels arrange additional entertainment. Where this is part of the holiday, 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.
30. 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 Area (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 the Sales Manager. You are entitled to a copy of your information held by us and if you would like to see this, then please contact us. We retain your full contact details and other information in secure files and electronic storage facilities and may use this information to contact you by mail, telephone or electronic means with details of our products. If you do not wish to receive further information about products and services from ourselves then please write to the data controller.
31. Publication date and details
Our Summer Coach Holiday brochure is published in the United Kingdom by Impression Holidays. Details printed in this brochure are correct at time of publication, but due to continuous service improvement, may be subject to change.
We would like to thank the following contributors, companies and tourist boards for their assistance: Albatross Travel Group, Arundel Castle, Austria National Tourist Board, Bournemouth Tourism, BUGA 2011, Cumbria Grand Hotel Grange-over-Sands, Discover Devon, Fáilte Ireland, German National Tourist Board, Lion Hotel Criccieth, Longleat, Queens Hotel Paignton, Royal York & Faulkner Hotel Sidmouth, Swiss National Tourist Board, Tatton Park, Ullswater Steamers, and Visit Wales.
Day Excursions - Conditions of Carriage
Please read these conditions of carriage carefully, if these do not meet your requirements a full refund will be granted within 7 days of the date of your booking (48 hours in the case of bookings being made within 28 days of departure).
Impression Holidays & Excursions Ltd subscribes to the Confederation of Passenger Transport UK and Coach Tourism Council. These conditions of carriage set out clearly and simply the responsibilities which we at Impression Holidays & Excursions Ltd have to you and which you in turn have to us.
Booking your excursion
You may book an excursion by visiting our travel office or by telephone. Full payment is required at the time of initial reservation, but seats can be held on option for 7 days (48 hours within 14 days of departure) pending receipt of payment. Your booking will be confirmed by the issue of a travel ticket showing your boarding point, time* and seat number(s). * It is not always possible to confirm your boarding time at time of booking. If this is the case, we will telephone you at least 2 days prior to travel to confirm your boarding time.
Seat allocations are made on a first come, first served basis, we recommend you book early to avoid disappointment. Your allocated seat will be clearly stated on your travel ticket. Occasionally, it may be necessary to reallocate single seats. Please note that all passengers must wear a seatbelt whilst travelling on our coaches and we operate a strict no smoking policy.
If you change your booking
If, after your travel ticket has been issued, you wish to change to another of our day excursions we will do our utmost to make the changes, provided that notification is received at our office from the person in whose name the booking was made. This must be accompanied by a payment of £5.00 to cover administration costs. Any alteration by you within 14 days of departure (or 28 days of departure where Theatre/Entrance Tickets have been purchased) will be treated as a cancellation of the original booking and will be subject to the cancellation charges set out below. Other alterations such as the addition of requests or change of pick-up point that require a reconfirmation to be issued must be notified and accompanied by a payment of £5.00 to cover administrative costs. Changes of pick-up point or any additional special requests cannot be guaranteed within 14 days of departure.
If you cancel your excursion
You, or any members of your party, may cancel your excursion at any time provided that the cancellation is made by the person in whose name the booking was made. Any cancellation will be subject to the cancellation charges set out below.
Period before departure Amount of cancellation
within which cancellation charge shown as % of
is received excursion price
More than 14 days 50%
14 days or less 100%
For excursions where Theatre/Entrance Tickets have been
purchased the following cancellation charges will apply.
More than 28 days 50%
28 days or less 100%
NOTE: If the reason for cancellation is covered under the terms of an insurance policy, you may be able to reclaim these charges.
If your boarding time is not stated on your confirmation, we will contact you at least 2 days before travel to confirm your boarding time and point. All drivers have a list of passengers joining at each point shown on clients' tickets, and in the event of clients not being at the arranged point will make every endeavour to trace them. The coach will wait a reasonable time, but if a client is delayed or not able to join the coach early notification will avoid unnecessary delay and inconvenience to other passengers.
Delays/missed show/event etc.
Impression Holidays & Excursions Ltd. arrange departure times to give reasonable allowance for delays which may be incurred en route to venues. In the event of delays beyond the reasonable control of Impression Holidays & Excursions Ltd. (e.g. accidents/roadwork's etc.) liability is restricted to returning you to your point of departure. If the delay/missed show/event is caused by a coach breakdown limit of liability is restricted to refund of coach fare and return to point of departure.
Entries, events, meals, shows etc.
All arrangements made for meals, visits, theatre, etc., and for the use of road vehicles, trains, or any other means of conveyance operated by persons or bodies other than ourselves, are made by us as agents for and on behalf of our passengers and on the express conditions that we will not be responsible for any loss, damage, injury, delays or inconvenience caused to or sustained by passengers other than by the negligence of the company and its employees who are under the direct control of the company. Any terms and conditions imposed by such other contractors through the company shall be binding on the passengers as if they had directly contracted such services. In the event of a show/event being cancelled twelve hours or more before commencement of the performance Impression Holidays & Excursions Ltd will make every endeavour to contact clients to inform them of the cancellation.
Passports will be required for any excursions to Europe and we advise non EC citizens to check with the appropriate Embassy regarding any additional visa requirements. Due to weight restrictions, there will be limits to the amount of goods you can bring home and our drivers will advise you of these limits on the day of travel. Passengers are recommended to be in possession of a European Health Insurance Card. We reserve the right to change the method of cross channel travel at any time.
We recommend you consult your doctor before undertaking a coach journey of more than 3 hours if you have ever had DVT or pulmonary embolism; a family history of clotting conditions; an inherited tendency to clot; cancer, or treatment for cancer in the past; undergone major surgery in the last 3 months; had hip or knee replacement within the last 3 months; ever suffered from a stroke, heart or lung disease.
Some excursions involve long journeys and/or some walking and some visitor attractions (especially theatres) may have steps and no lifts. We always make a special effort to help disabled customers and if you tell us about your disability before you book, it will help us to help you. Our drivers are happy to provide general assistance to passengers but will not be expected to provide assistance that extends to the bodily lifting and carrying of any passengers, or to act as carers for any customer during the tour. We are happy to transport wheelchairs and scooters, at your own risk, as we cannot be held responsible for any damage to them. Due to Health & Safety legislation, passengers are wholly responsible for loading and unloading, assembling and dismantling their scooters (into no more than five pieces) and each piece must weigh less than 20kg.
In order to comply with Health & Safety Regulations, any customer wishing to board the coach with items other than normal hand luggage, must obtain authorisation from Impression Holidays & Excursions Ltd at the time of booking - any such item must weigh less than 20kg. We reserve the right to refuse permission to board if we consider a passenger has any items or equipment that will be detrimental to the health and safety of our staff and/or other customers. Our drivers are not permitted to take any action that may put at risk their health, safety, welfare or the legal requirements for a break in duty.
If we have to cancel or amend an excursion
Every effort is made to ensure our excursions operate. We do reserve the right to withdraw an excursion due to lack of support or circumstances beyond our control. This rarely happens and would not be made later than 5 days before travel. In such cases your fare will be refunded in full and this would be the limit of our liability. It is always our intention to operate an excursion in accordance with the published itinerary, but we reserve the right to cancel or amend any excursion should circumstances dictate, either prior to or during an excursion. We cannot accept liability for changes made necessary by events or actions beyond our control. We reserve the right to pass on increased costs beyond our control such as VAT, change in entry rate, rise in fuel cost etc.
Children travelling on their own
Children 15 years of age and under must be accompanied by an adult. However, Children 16 years of age may travel unaccompanied only with the written permission from a parent or guardian. In these instances additional Children under the age of 16 will not be permitted to accompany any Child travelling as an Adult.
We are unable to guarantee that particular stars will appear in any show performances.
No animals, other than guide and hearing dogs, may be carried on our coaches.
If you have a complaint
If you have a complaint during your excursion, please inform, in the first instance, the supplier of the service and then inform our driver/courier who will do his/her best to help you there and then. If the matter is not resolved on the day you must notify us in writing within 14 days of the completion of your excursion and this must be sent to Impression Holidays & Excursions Ltd, 14 Westgate Arcade, Peterborough PE1 1PY. Failure to establish your complaint immediately in accordance with the above procedure may affect the outcome of it.
Impression Holidays & Excursions Ltd reserves the unconditional right to refuse a booking or terminate a client's booking in the event of unreasonable conduct which in Impression Holidays & Excursions Ltd's opinion is likely to cause damage, distress, danger or annoyance to other clients, employees, property or to any third party. If you are prevented from travelling or continuing your excursion by such actions, Impression Holidays & Excursions Ltd's responsibility for your excursion thereupon ceases. Full cancellation charges will apply and Impression Holidays & Excursions Ltd will be under no obligation for any refund, compensation or loss which you may incur. You are responsible for ensuring that you are at the correct departure point at the correct time, and we cannot be liable for any loss or expense suffered by passengers because of their late arrival at any departure point.
In view of the relatively high cost of some of our inclusive Day Excursions we strongly recommend that our clients are covered by personal Travel Insurance. A small insurance premium will give you peace of mind and ensure a refund of most of your excursion cost in circumstances such as personal or close family illness, public transport breakdown etc. Full details of our travel insurance cover are available on request.
Every effort is made to ensure that details published in this brochure are accurate, but due to our continuous service improvements, may be subject to change.