Important Information
Crusade Holidays Ltd subscribes to the Code of Conduct of the
Bonded Coach Holidays Group (BCH) of the Confederation of Passenger
Transport (CPT) and has been approved for membership of BCH. The
BCH requires a bond to be taken out to provide protection in the unlikely
event that a member cannot carry out his obligations to his passengers
for financial reasons. Our Trading Charter and holiday information sets
out clearly and simply the responsibilities which we at Crusader Holidays
have to you and which you in turn have to us when a contract is made
between us. The contract is made when you make a booking and we
accept it by written confirmation on the terms set out in this brochure.
When signing the Booking Form for your holiday you will sign on behalf
of yourself, and the others named in your party, that you have read,
understood and have accepted this Trading Charter and the Holiday
information provided in this brochure. Your obligation is to pay the
price of the holiday and recognise your liabilities if you wish to alter the
holiday or have to make a cancellation. On our part we have obligations
to provide you with the holiday you have booked. Our specification
of that holiday and our terms are clearly stated in this brochure. Your
contract is entered into with Crusader Holidays Ltd. Any other subsidiary
companies of Crusader Holidays Ltd involved in the booking or
management of your holiday shall be deemed to act as our agents. This
Trading Charter applies to all holidays sold from this brochure. Brochure
published October 2009.
use it is important. This Trading Charter, together with the
important Holiday information, forms the basis of a legally binding
contract between you (the person making the booking and everyone
else named) and us (Crusader Holidays Ltd.). If you take a few moments
to study them you will see that they set out in simple terms what
responsibilities we each have under the contract. Reading it now may
help to avoid problems later.
You can make the contract in a number of ways -
1. By filling in the booking form and posting it to us with your deposit.
2. By making your booking by telephone.
3. By booking through your travel agent.
4. By visiting our offices at Clacton-on-Sea in person.
5. By booking via the internet.
The contract between us is made when your booking is entered on our
computer immediately after we receive the booking, and a booking
reference number is produced. At that moment the contract between
us begins. We will send you or your agent a confirmation usually within
24 hours. Please check it carefully to ensure all the details are correct
and inform us or your agent immediately of any errors. We cannot be
responsible for mistakes if we are not notified. The contract appertains to
all persons named on the booking form.
We are members of BCH and all holidays in this brochure are fully bonded, which means that in the unlikely
event of our insolvency you will not be stranded on holiday, whether abroad or in the UK, and you will be
refunded any money you have paid to us for an advanced booking.
When you make your booking you must pay a deposit of £50 for every person named on the booking. If you
book WITHIN THE BALANCE DUE DATE you must pay the total price of the holiday (including any insurance
premiums) at the time you book.
In other cases, you must pay the balance of the price of the holiday on or before the balance due date. If you
do not, we may cancel your booking and you will have to pay the cancellation charges set out in section 8.
Deposits per person and balance due dates (the period before departure date on which your full balance
normally becomes due) are:
Holidays in Britain & Europe:1 month before travel
Until we have a contract with you, your travel agent holds your deposit on your behalf, After that he holds it for
us. Any money you pay him for the balance of your holiday he holds for you until the due date on your invoice.
After that date he holds it for us. As soon as you pay any money to your travel agent in respect of a booking
which includes air travel, they will hold that money on your behalf at all times.
Yes, but only in very limited circumstances. The price of your travel arrangements is subject to surcharges
on the following items for increases in: transportation costs e.g. fuel, ferry operator fares and any other
ferry operator surcharges which are part of the contract between ferry operators (and their agents) and us;
scheduled airfares and any other airline surcharges which are part of the contract between airlines (and their
agents) and us; Government action such as increases in VAT or any other Government imposed increases;
currency in relation to adverse exchange rate variations.
Even in this case we will absorb an amount equivalent to 2% of the holiday price which excludes insurance
premiums and any amendment charges. Only amount’s in excess of this 2% will be surcharged but where a
surcharge is payable there will be an administration charge of £1 together with an amount to cover agents,
commission.
If this means paying more than 10% of the holiday price you will be entitled to cancel your holiday with a full
refund of all monies paid except far any premium paid to us for holiday insurance and amendment charges.
Should you decide to cancel because of this you must exercise your right to do so within 14 days from the
issue date printed an the invoice. We will not surcharge you within 30 days of your departure.
In additional to sterling we use the Euro in calculating our holiday prices at an exchange rate of £1 = €1.15
set on 11/09/09.
If you want to make any changes to your booking such as changing the date, room type or joining point, we will
do our best to help but we cannot guarantee to make the changes that you want. If we do manage to make the
changes we will charge a fee of £10 to cover our administration costs providing that all notifications of changes
are received no later than the due date of the balance payment of your holiday.
Any alteration by you made later than the original balance date 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 £10 to cover administration costs. Please note that it is not possible to
transfer any holidays to the following year.
Yes you, or any member of your party, may cancel your holiday at any time, but if you do so you will have to
pay us cancellation charges based on the scale below. When you cancel you must inform us or your travel
agent in writing and your cancellation only takes effect from the date we or your travel agent receive your notice
in writing, signed by the person who made the booking, together with any travel tickets or vouchers we may
already have sent you. Please note that if only part of a booking is cancelled this may mean that the
accommodation booked will be under occupied and may result in the remaining passengers having to pay
any applicable supplements e.g. changing a twin room to a single.
Cancellation charges are based on the following scale:
More than 1 Month Deposit only
Less than 1 Month Total holiday payment
Alternatively, you have the right to transfer the booking to another person provided that they satisfy all the
conditions applicable to the package and as long as you give the Company at least seven days written notice
of your intention to do so. Both you and the person to whom you transfer the booking will be responsible for the
payment of any outstanding monies and in addition there will be an administration charge of £25 per passenger
to cover costs incurred.
NOTE: If the reason for cancellation is covered under the terms of an insurance policy, you may be able to
reclaim these charges.
The arrangements for your holiday are likely to have been made many months in advance and changes are
sometimes unavoidable. Most of these changes are likely to be minor and we will do our best to keep you
informed.
(a) Changes before departure
If we have to make a significant change to your holiday after you have booked, you will have the option of
withdrawing from the holiday without penalty or you may accept the changes with a variation in the price to take
account of the changes. A ‘significant change’ is one that involves changing your departure date; departure
point; resort area; or reducing the quality of your main hotel. Compensation for such changes is payable on the
scale in (c) below.
(b) Cancellation and withdrawal
If you withdraw from the holiday because of a significant change made by us or if we have to cancel the holiday
for any reason (except where it is your fault) you will be offered the choice of
1. a replacement holiday of equivalent or superior quality where available, or
2. a replacement holiday of lower quality where available and a refund of the price difference, or
3. a full refund.
Once we have notified you of the changes and the options available, you must notify us as soon as possible of
your decision.
We will pay you compensation for significant changes on the following scale:
(c) Period before departure within which a significant change is notified to you or your travel agent
More than 28 days NIL
15 to 28 days £10
8 to 14 days £15
0 to 7 days £20
No other claims for compensation or expenses will be considered.
Important - compensation payments do not apply to changes caused by reasons of war; riots; civil strife;
terrorist activity; industrial disputes; natural or nuclear disasters; fire; epidemic or health risk; technical
problems to transport; port or airport closures; adverse weather conditions and similar events beyond our
control.
(d) Changes after departure
If after departure a significant proportion of your holiday cannot be provided we will make suitable alternative
arrangements for you to continue the holiday at no extra cost to you. If it is impossible to make alternative
arrangements or you have reasonable grounds for refusing the alternative offered we will transport you back
to your point of departure or another place agreed to by you.
(e) Compensation in general
In all cases not specifically covered by sections (a), (b) and (c) where we are liable to pay compensation to you
we limit our liability in two ways;
1. As if we were covered by the international conventions which govern the services we provide to you.
2. To a maximum of the cost of the holiday.
We accept responsibility for ensuring that all component parts of your holiday as described in this brochure are
supplied to you to a reasonable standard. If any such part is not provided in the advertised manner, we will pay
you reasonable compensation unless the non-provision was due to circumstances which we could not predict
and which were beyond our control, such as adverse weather, road or traffic conditions or the matters referred
to in paragraph b above. For all claims other than death or personal injury which result from non performance
or improper performance of the contract by us, our liability to each claimant is limited to the total cost of the
holiday per person.
Holiday prices include all coach travel, hotel accommodation and meals as specified in the holiday
description and VAT where applicable. Morning coffee, afternoon tea and other refreshments are not included.
Some hotels may make a small charge for porterage and tea or coffee served after dinner. Gratuities to hotel
staff and driver/couriers are discretionary. Unless specifically indicated in the tour itinerary or description,
entrance fees, guide fees and city sightseeing tours are not included in the holiday cost.
In the UK, breakfast is defined as an ‘English breakfast’ and in Europe it is defined as ‘Continental breakfast’
unless otherwise stated. Evening meals are generally three courses and in the UK there will usually be a
choice of courses on the menu. In continental hotels, there may be a restriction in choice.
INCLUDED EXCURSIONS
The itinerary for your chosen holiday is summarised on the appropriate brochure page. To help you in planning
your holiday, the excursions which are included in the price of your holiday are clearly shown in the brochure.
Minor changes to the brochure itinerary and the final itinerary will not entitle you to compensation. Unless
otherwise stated, excursions to cities and other major places of interest do not include guided tours or entrance
fees to places of interest. Whilst you are on an included excursion, a guided boat cruise, a cable car ride or
entrance to an attraction may be offered as an optional activity at a reasonable charge.
OPTIONAL EXCURSIONS
0n some of our coach holidays you will be offered a selection of optional excursions which can be bought only
through your driver or courier. You are under no obligation to take these optional excursions, but we accept
responsibility for them if you do. Customers choosing not to take an optional excursion will normally have time
at leisure at the starting point of the optional excursion. 0ptional excursions may not operate when demand is
insufficient.
The driver/courier or representative on your holiday is there to deal with any queries or problems that you may
encounter. If you have a problem during your holiday, you MUST inform them immediately. In most cases these
difficulties can be rectified on the spot and it is never possible to reverse hotel problems (i.e. room or food)
after you have returned from your holiday. Consequently, any such complaint cannot be investigated if no prior
notice is made to our driver/courier and no claims will be entertained under these circumstances. If they are
unable to resolve the problem to your satisfaction you should complete a Holiday Report Form which is
available from your tour driver.
If the matter cannot be put right on the spot, you must notify us in writing so that we are in receipt of your
complaint within 21 days of the completion of your holiday and this must be sent to The Customer Relations
Manager, Crusader Holidays Ltd, Crusader Business Park, Clacton on Sea, Essex CO15 4HP and must quote
your booking reference number, holiday destination and departure date. Failure to establish your complaint immediately in accordance with the above procedure may effect the outcome. Please note that we can only
respond to one letter per booking and that comments written on our questionnaire forms are not classed as a
formal complaint.
WHAT HAPPENS TO COMPLAINTS?
All complaints that are received are thoroughly investigated and customers kept informed at each stage of the
investigation. Sometimes these investigations can take time awaiting response from our suppliers. We can
normally agree an amicable settlement of the few complaints that we receive.
If we cannot amicably resolve your complaint you may request that the dispute is referred to an independant
arbitration scheme administered by the Confederation of Passenger Transport. Full details of this scheme will
be provided on request or you can obtain a copy from the Secretary, CPT UK, Imperial House, 15-19 Kingsway,
London, WC2B 6UN. This scheme provides a simple and inexpensive method of arbitration on documents
alone with restricted liability on the customer in respect of costs.The Scheme does not apply to claims for an
amount greater than £1,500 per person. There is also a limit of £7,500 per booking form. Neither does it apply
to claims which are solely or mainly in respect of physical injury or illness or the consequences of such injury
or illness.
If you, or a member of your party, are persistently disruptive or seriously affect the enjoyment of other
holidaymakers, we have the right to terminate the contract. In such circumstances we will have no further
obligations or liability to you.
After consultation with his manager, the coach driver is entitled to refuse boarding to you if, in their opinion, you
are unacceptably under the influence of drink or drugs. If you are refused boarding on the outbound journey or
flight for this reason we will regard this as a cancellation of the contract by you and cancellation charges will
be levied according to the scale in section 9. If the refusal is on the return journey or flight we have the right
to terminate the contract. In such circumstances we will have no further obligations or liability to you. If you
are disruptive during the journey or flight the coach driver may have to divert to off load you. In those
circumstances you will also be liable to us and/or airline for the costs incurred by the diversion.
Furthermore, for the comfort and enjoyment of the rest of our passengers, you may not:-
a) Bring a pet, livestock or any other animal.
b) Play a radio or a cassette player on a coach.
c) Smoke at any time on our coaches.
d) Bring alcohol onto the coach for the purpose of consumption of it.
NB: You are responsible for ensuring that you are at the correct pick up point, on time, throughout the holiday.
We would also ask you to consider other passengers and refrain from using mobile phones on the coach.
No, you can choose to buy your own insurance if you want but, if you do so, you MUST have insurance which
is as good as or better than the insurance we offer.This is essential as we prefer you to take insurance because
a happy holiday needs peace of mind. There is no upper age limit and the premium which includes goverment
taxes is added to the cost of your holiday at the time of booking. Full details of cover can be found under the
INSURANCE heading.
Please note that our insurance is only valid for residents of the UK.
You are responsible for ensuring that you are at the correct departure point at the correct time and we cannot
be held liable for any loss or expense suffered by your party because of late arrival at the departure point. Your
booking confirmation confirming your departure point will be sent to you or your agent after we have received
your deposit payment. 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 any of your travel documents we will replace these for
an administration charge of £10. Crusader Holidays Ltd. reserves the right to modify itineraries to conform with
requests from the competent authorities in the UK and any other sovereign state through which the holiday
will operate.
Unless otherwise stated, excursions to cities and other major places of interest do not include guided tours or
entrance fees to places of interest. Included excursion are detailed on the relevant holiday page and refunds
will not be made for any excursion not taken.
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.
If you choose to terminate your holiday of your own volition for whatever reason, Crusader Holidays Ltd will not
be liable for any additional expenses incurred and no refunds will be given for any part of the holiday not taken.
All special needs and requests MUST be entered on the booking form. We will do our best to provide what you
want but WE CANNOT GUARANTEE IT. Some special requests such as dietary requirements may involve
extra charges which may have to be paid far locally at your hotel. Please note that the location, position, size
or type of any room cannot be guaranteed and, in the main, room allocation is the responsibility of the hotelier.
However, all special requests, such as low floor rooms, are passed on and we make every endeavour to see
that they are considered. Our liability for the provision of extra facilities for which a supplement is paid, shall be
limited to the brochure price of that supplement.
This brochure is issued subject to applicable Acts of Parliament and Government Regulations and the company
reserves 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 tours run.
When you travel on an aircraft, train or ship, the conditions of carriage of that carrier apply and are subject to
National and International conditions which may limit or exclude liability. Your contract made under the terms of
this Trading Charter is subject to English (Scottish) law and jurisdiction. Some coach journeys are operated by
vehicles other than those owned by Crusader Holidays and the specification may be different to that detailed in
this brochure. The Public Service Vehicles (Conduct of Drivers, Conductors and Passengers) Regulations as
amended 1990, apply to all coaches on any holiday in the UK.
Single occupancy of rooms will in most cases be subject to a supplementary charge. The booking of single
rooms automatically obliges the client to accept the supplement. The payment of a single room supplement
does not imply that any room allocated will be anything other than a single room.
E111 FORM - On all holidays to the Republic of Ireland and any holiday where an excursion to a Member State
of the EC is offered, included or optional, it is advisable to carry with you a completed E 111 form. This form
is available from the Post Office and entitles you to free or reduced cost emergency state medical treatment
in the EC. At present, there are no special heath requirements, such as inoculations, for any of the countries
featured for UK citizens. As health recommendations vary from time to time you should seek medical advice
prior to departure.
UK citizens travelling on holiday abroad MUST have a valid 10 year passport before they leave the UK. British
citizens should allow sufficient time from the date of posting a correctly completed application form to receipt
of their passport.
NB: Most countries require a passport to be valid for at least six months beyond the length of your stay. At
the time of our brochure going to press, visas were not required by holders of British Passports to any of the
destination countries covered in our brochure. We strongly advise all our customers to keep their passports
securely on their person or locked in a hotel security safe throughout their holiday with us.
NON-EC CITIZENS
Holders of non-EC passports may well be subject to varying visa requirements for certain countries visited
on our holidays, and they should check either with their travel agent or with the appropriate embassies or
consulates to ascertain any visa requirements and the likely time needed to obtain them. All of our holidays
to Continental Europe travel through France via the Dover to Calais short sea crossing.
We cannot accept responsibility if passengers are not in possession of the correct travel documents and
we cannot entertain any refunds in respect of holidays uncompleted and/or additional expenses incurred.
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