1. The Camping and Caravanning Club and what we do
We are The Camping and Caravanning Club Limited (“The Club”) of Greenfields House, Westwood Way, Coventry CV4 8JH. Our business is to make arrangements with suppliers (airlines, motorhome companies, ferry operators, campsites, etc) under which they will provide the services which together comprise your holiday. The deposit, is £500 per person plus holiday cover premiums and payable at the time of your booking, is our assurance of your serious intent and it is on the basis of this assurance that we make all the booking arrangements on your behalf. Some companies may charge for the full amount of the airline journey at the time of booking and this may not be refundable. The deposit will not be refunded in the event that you decide to cancel your booking. When you have made a booking, we will send you a booking confirmation invoice detailing all aspects of your booking and at that point a contract between you and us will arise. Please check that all your holiday and travel details in this confirmation invoice are correct and as advised at the time of booking. As soon as your booking confirmation is received it is your responsibility to check the details and call us within 48 hours if there are any errors so that we can rectify them. Regrettably we cannot accept any responsibility for errors, omissions or amendments after this time. Any amendments made after this time will incur the relevant amendment fees. 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. The Camping and Caravanning Club respects your right to privacy and takes full responsibility for ensuring that proper security measures are in place to protect the information you supply. The Camping and Caravanning Club will not pass information on to any person not responsible for part of your travel arrangements.
2. Special requests
We will pass on to the supplier concerned (e.g. airlines, motorhome company, hotels) any special requests which you have notified to us and which are detailed in your booking confirmation invoice but we cannot guarantee that your requests will be met and we accept no liability to you in respect thereof.
3. Payment terms
The total charge for the goods and services comprising your holiday will be clearly shown on your booking confirmation invoice. We must receive the balance of your holiday, which is shown as outstanding, not less than 12 weeks prior to your departure date. We will not issue a reminder. In the case of late bookings, where the departure date is less than 12 weeks away when we issue the Booking Confirmation, full payment must be made at the time of booking. If any surcharges become applicable (see condition 5) we will send you a revised invoice, to which the foregoing payment terms will apply. If we have not received the outstanding balance by the due date as specified above you will be deemed to have cancelled the holiday and will be liable to us for cancellation charges as described in condition 11. When paying by cheque please allow 7 clear banking days for the cheque to clear, cheques should be made payable to “The Camping and Caravanning Club”. Mastercard, Visa and Maestro cards are accepted (sorry we are unable to accept Electron and American Express). Cheques are not accepted for non-refundable payments which are required by some transport carriers and some other products.
4. What does your holiday price include?
Your booking confirmation invoice will detail all the goods and services which we will agree to procure or arrange on your behalf. During your holiday you will inevitably incur additional expenditure in respect of other items.
• Campsite fees on tailor made fly drive holidays;
• Motorhome fuel or refills of propane gas; motorhome security and cleaning deposits;
• Motorway tolls; park entrance fees; food and other provisions; items of personal expenditure;
• Personal travel and emergency medical insurance (save where we have agreed to arrange these policies on your behalf in which case they will be listed on the Booking Confirmation invoice as included in the holiday price).
5. Price changes
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 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 administration charges. You will be charged for the amount over and above that, plus an administration charge of £1 per person. If this means paying 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 administration charges. Should you decide to cancel: 1) You must do so within 14 days from the date on your final invoice; 2) We will provide a refund of insurance premiums paid to us if you can show that you are unable to transfer or reuse your policy. Should the price of your holiday go down due to 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. Holiday cover
If you are not taking our personal insurance cover, please note that providing us with proof of alternative cover is a condition of booking. If you would like more information regarding our insurance you should telephone us on 02476 475340 particularly if you feel the Holiday cover may not meet your needs. We reserve the right to cancel your booking if you do not have full insurance cover and any cancellation charges incurred as a result would be your liability.
Where you have asked us to arrange personal travel insurance on your behalf the cover will be provided by Intana, a trading name of Collinson Insurance Services Ltd, under the terms and conditions set out in the Holiday cover section. All travel insurance premiums include Insurance Premium Tax at the prevailing rate.Your policy documentation will be sent to you together with your booking confirmation invoice at the time of booking. You may cancel your holiday cover within 14 days of receiving your policy documentation. We will refund your premium in full provided no claims have been made.
7. Changes to your booking by customer
You may ask us to change one or more of the details of your holiday booking at any time. If we receive your request at least 12 weeks prior to your departure date we will attempt to accommodate your request, subject to availability. A minimum administration fee of £50 will be charged for any alteration which requires any of our suppliers to be issued with new instructions. In the event that your transport or rental or accommodation charges change as a result of your alteration, both the £50 administration fee and the changed transportation/accommodation costs will be reflected in your revised confirmation invoice. If we receive your request less than 12 weeks prior to your departure date we will also try to accommodate your request. In addition to the fee referred to above, where some component of the price of the holiday is dependent upon the number or characteristics of the persons in the party, any change to those numbers or characteristics will result in the price being recharged on the basis of the new party. In the event that we are unable to accommodate your revised requirements, we reserve the right to treat it as a cancellation and a new booking to which cancellation charges described in Condition 11 apply.
Some suppliers, and airlines, special fares/deals are in some cases non-refundable as soon as they are booked. In addition some suppliers and airlines may consider a name change or other change to an existing booking as a cancellation and rebooking with up to 100% cancellation charges payable by you. Please check at the time of booking.
8. Transfer of booking by customer
If you or any member of your party are prevented from proceeding with the holiday you may have it transferred to another person provided:
i we receive written notification of the transfer, full details of the transferor and transferee and payment of £50 to cover associated administrative costs at least 30 days before your departure date;
ii the transferee meets any conditions which were applicable to the holiday which you booked (e.g. regarding eligibility for price discounts).
Our acceptance of the transfer means that both you, the transferor and the transferee will be jointly and severally liable to us for payment of any balance of the holiday price then outstanding and also for any supplement which our suppliers might impose as a result of the transfer.
For flight inclusive packages you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after the tickets have been issued, you will have to pay the full cost of an alternative flight (if available) if you wish to transfer after tickets have been issued.
9. Changes to the booking by The Club
Arrangements are often made many months in advance. Occasionally we, the airlines and/or suppliers have to make changes to and correct errors in published and other details before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we reserve the right to do so. However we will only cancel your confirmed booking 12 weeks or less before departure where you have failed to comply with any requirement of these Terms and Conditions, entitling us to cancel, or where we are forced to do so as a result of circumstances outside of our control or because an insufficient number people have booked your chosen arrangements and we have notified you of this not less than 12 weeks before departure.
Most changes are minor. Occasionally we have to make a significant change. Significant changes include the following when made before departure;
i. a change of accommodation to that of a lower official classification or standard for the whole or a major part of the time you are away;
ii. a change of outward departure time resulting in the overall length of time you are away being reduced by 24 hours or more; or
iii. a change of UK departure point to one which is substantially more inconvenient to you (except for between airports within or around the same city, for example London Gatwick and London Stansted Airports).
If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:
a) accepting the changed arrangements or
b) purchasing alternative arrangements from us of a similar standard to those originally booked if available (if the alternative is less expensive than the original, we will refund the difference) or
c) cancelling or accepting the cancellation in which case you will receive a full refund of all monies you have paid to us.
10. Cancellation of booking by The Club
We will have to cancel your holiday if you fail to pay the outstanding balance by the due date (see condition 3) and also in the circumstances stipulated in condition 9. We also reserve the right where necessary to cancel your holiday at any time prior to 12 weeks before your departure date. In this last case we will try to offer you an alternative holiday where this is practicable. We will only cancel your holiday within 12 weeks of your departure date for reasons beyond our control such as those listed in condition 9.
If we cancel your holiday for reasons such as those listed in condition 9 our only liability to you will be to refund promptly all monies previously paid by you to us in respect of the holiday. If we cancel for reasons for which we are to blame we will, where required under the regulations, pay you compensation.
Compensation payments do not apply where changes have been forced on us by reason of war or threat of war, riots, civil strife, terrorist act, industrial disputes, nuclear and natural disasters, adverse weather conditions, endemic health risks, unavoidable technical problems to transport or the closure or congestion of ports or similar events beyond our control.
Where we are obliged to make major changes to your holiday after it has begun we shall use our best endeavours to provide you with alternative arrangements and, where we are required to do so under the regulations, compensate you for the difference between the services originally agreed and the services actually provided.
In accordance with EU Regulations 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/ transfer. We do this by listing carriers to be used or likely to be used as follows: Air Canada, Air France, Air New Zealand, Air Paraguay, Air Transat, American Airlines, British Airways, Cathay Pacific, Delta, Emirates, Etihad, KLM, Lufthansa, Malaysian Airlines, Qantas, SAA, Qatar Airways, Singapore Airlines, TAM Airlines, TAP, Thomas Cook Airlines, United Airlines, Virgin Atlantic, Virgin Blue and WestJet. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change.
11. Cancellation of booking by customer
You may cancel your holiday booking at any time. Cancellation may be in respect of all or merely one or more members of the party. We will only effect the cancellation upon written or verbal notice by the person who made the booking. We recommend that you make the cancellation by email or telephone. If you cancel by telephone, please ask for the name of the person you speak to. If you decide to cancel in writing, please obtain proof of delivery. To compensate us for the risk that we might not be able to resell all or any part of the cancelled holiday we shall be entitled to impose a charge as shown below:
|84 Days and over
|83 to 43 days
||Total flight price plus 30% of the remaining price*
|42 to 29 days
||Total flight priceplus 60% of the remaining price*
|28 to 15 days
||Total flight price plus 90% of the remaining price*
|14 days to the day of departure†
||100% of the price of holiday
† Day 1 of itinerary if no flight booked with Worldwide Motorhoming Holidays
*Percentage of the remaining price of the holiday, excluding the priceof the flight
The ‘price of holiday’ for these purposes does not include Holiday cover premiums; these will automatically be forfeited in the event of a cancellation. In the case of amended bookings, the above conditions will apply to the earliest date of either the original booking or the amended booking.
Cancellation charges for airline travel, cruises and certain other services booked in connection with these holidays, may vary from the above and from company to company – these are available on request. If the reason for the cancellation falls within the terms of your Holiday cover policy you may be able to recover the cancellation charge from the Holiday cover company.
12. Customer complaints and problems
If you have a complaint about any component of your holiday you should report that complaint immediately to the supplier of the service concerned. If you are unable to resolve the problem you should contact us using the telephone number which will be provided to you prior to departure and we will use our best endeavours to help you. If a medical or other emergency arises during the holiday please follow the directions or recommendations set out in your Holiday cover policy. If the policy does not apply to the situation which has arisen you may contact us on the telephone number referred to above and we will try to help. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with this contract. The arbitration scheme is arranged by ABTA and administered independently. It provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking. Neither does it apply to claims which are solely in respect of physical injury or illness or their consequences. The scheme can however deal with compensation claims which include an element of minor injury or illness subject to a limit of £1,000 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within 18 months of the date of return from holiday. Outside this time limit arbitration under the scheme may still be available if we agree, but the ABTA Code does not require such agreement. For injury and illness claims, you can request the Mediation Procedure and we have the option to agree to mediation. Further information on ABTA’s assistance in resolving disputes can be found on www.abta.com
13. Brochure descriptions
The Club has made every effort to ensure that the descriptions and all other information in this brochure is accurate and to ensure that information held on file is up-to-date and correct. However, customers should be aware that circumstances may change. Accordingly, we reserve the right to change any of the services and facilities or other information described or given in this brochure before you enter into a binding contract with us. We will notify you of these changes on your booking confirmation. If suppliers notify us of important changes after you have booked but before your departure date every effort will be made to ensure that you are informed of them before you travel.
14. Conditions of suppliers
The services which make up your arrangements are provided by independent suppliers (tour operator/airline/motorhome provider/accommodation provider) whose terms and conditions are incorporated into this contract. Copies of the relevant terms and conditions will be provided to you with your initial quote and/or booking confirmation. The supplier’s Terms and Conditions will apply to your booking and we advise you read these carefully as they contain important information about your booking.
In the event of a delay experienced at the outward or homeward airports of departure, the Club will not be responsible for refreshments/meals and overnight accommodation. We strongly recommend that the appropriate holiday cover is taken out to cover such eventualities.
15. Our responsibility for your holiday
We accept responsibility for the acts and omissions of our employees, agents and suppliers (provided of course that such acts or omissions are within the scope of or in the course of their employment or duties) and we will, where required under the regulations, compensate you in the event that the holiday which we are contractually obliged to provide is not of a reasonable standard. However, we limit our liability to you in accordance with the following provisions:
i. We accept no liability where the failures that occur in the performance of the contract:
a) are the fault of yourself, some other member of your party or some third party unconnected with the provision of the services contracted for;
b) are due to unusual or unforeseen circumstances beyond the control of the Club, its agents or suppliers and which could not have been avoided even if all due care had been exercised or to an event which the Club, its agents or suppliers could not, even with all due care, have foreseen or forestalled.
ii. We limit our liability to you in accordance with the provisions of the 1974 Athens Convention on carriage by sea; the 1999 Montreal Convention on carriage by air; the 1962 Paris Convention on the liability of hotel keepers and the 1961 Berne Convention on carriage by rail;
iii. Where we are liable to pay compensation this will be subject to a maximum amount equivalent to twice the cost of your holiday and directly attributable expenses.
This maximum applies when you have derived no enjoyment whatsoever from your holiday. In other circumstances we will pay you such lower sum as is reasonable, taking into account all the circumstances, in particular the extent to which your holiday was affected. This limitation shall not apply where the failure in performance of the contract has resulted in death or personal injury.
Where the cause of failure in the performance of the contract is the acts or omissions of our agents or suppliers our acceptance of liability is subject to you and your party members assigning to us your rights against them and giving us your co-operation in any legal action which we may take against them.
Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be published at EU airports and will be available from airlines. However reimbursement in such cases will not automatically entitle you to a refund of your holiday cost from us. Your right to a refund and/or compensation from us is set out in clause 9. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the Civil Aviation Authority on 020 7240 6061 www.caa.co.uk
16. Passport, visa, immigration & health requirements
Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. We do not accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements.
We highly recommend you consult with your doctor before travel to check for any recommended vaccinations and/or medication for the country or countries you intend to visit.
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your package holiday provided by us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with the Club. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
The holiday price as quoted at the time of booking, at which time your deposit will be taken, will be confirmed as definite, subject to surcharges as detailed in section 5.
Prices shown on our website and in our brochure, which make up the inclusive cost quoted on our final invoice, are based on special contract rates. Verbal and website quotations will be regarded as provisional until confirmed in writing on your confirmation invoice. In the unlikely event of an administrative error resulting in incorrect prices being displayed in the brochure or on the website, we reserve the right to correct the price. Offers are not combinable unless expressly stated and may be withdrawn at any time. We have no control or jurisdiction over prices that may be changed at the destination for the same or similar services and can accept no responsibility or liability if these differ from those quoted therein.
All prices are indicated for guidance only. The holiday price that we confirm to you in writing at the time of booking is the price including increases or reductions that you will pay.
19. Alternative ATOL holder & assignment of ATOL claims
We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t 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 are unable to provide the services listed on your ATOL Certificate (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.
20. Governing law
All matters arising from this contract shall be 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 live there and wish to do so.
21. Personal data
The protection of personal privacy is an important concern to The Camping and Caravanning Club. Any personal data collected will be treated in accordance with current data protection legislation. We will use your personal data to process and manage all elements of your booking. In order to meet our booking obligations to you, we will share relevant personal data with Club partners including accommodation providers, airlines, ferry, travel & car hire companies, motorhome & tour providers, campsites and insurers.
For more information about our data protection policy please go to www.campingandcaravanningclub.co.uk/aboutus/privacy-policy/
The EU Package Travel Regulations are currently being updated. Links to the updated Terms and Conditions will be provided with future booking confirmations, or you can contact us for an updated copy when they are available.