Terms & Conditions
Please refer to our 2012 brochure for our Terms and conditions relating to our 2012 departures.
Motts Leisure Ltd (T/A) Crusader Holidays 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
Motts Leisure Ltd (T/A) Crusader Holidays. Any other subsidiary companies of Motts Leisure Ltd (T/A) Crusader Holidays 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 January 2012.
Because 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
(Motts Leisure Ltd (T/A) Crusader Holidays .). 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 advance booking.
Days trips are not covered by the BCH Bond however, monies paid are
assured and held in a separate trust account.
When you make your booking you must pay a deposit of £50 on coach
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:
Coach holidays: 42 days
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
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 amounts 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 for 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 on the invoice. We will not surcharge you within 30
days of your departure. In addition to sterling
we use the Euro in calculating our holiday prices at an exchange rate of
£1 = €1.20 set on 15/09/10.
a. More than 1 month before travel
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 £20 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.
b. Within 1 month before travel
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 £20 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:
42 DAYS OR MORE Loss of deposit
BETWEEN 42 DAYS AND 8 DAYS 70% of total holiday cost
BETWEEN 7 DAYS AND 1 DAY 90% of total holiday cost
ON DAY OF DEPARTURE 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 £40 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.
Please note: no changes can be made within 7 days of travel and any
change will be treated as a cancellation.
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
(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
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
(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 and hotel description and VAT where applicable.
Morning coffee, afternoon tea and other refreshments are not included
unless specified. 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.
All coach travel is included except where it specifically states ‘optional’ or
as an extra on that tour for example rail trips, cable cars, gondola rides,
guided tours or entrance fees etc. 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.
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.
On 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. Optional excursions
may not operate when demand is insufficient. Refunds will not be given
once payment has been made to the driver/courier.
Please note that any part of the itinerary that incurs a charge is payable
directly by the customer unless the itinerary specifically states that the item
is included. This includes extra such as, rail journeys, cable cars, boat trips,
entrance fees etc.
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. Likewise, if you
encounter any problems within the hotel, you MUST inform the hotel staff
to allow them to rectify the matter. 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,
Motts Leisure Ltd (T/A) Crusader Holidays , Crusader Business Park, Stephenson Road West,
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 affect
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. Sometimes these investigations can take time
awaiting response from our suppliers.
If we cannot amicably resolve your complaint you may request that the
dispute is referred to an independent 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, Drury House, 34-43 Russell Street, London WC2B 5HA. 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 with you forthwith. In such circumstances we will have no
further obligations or liability to you. The driver is entitled to refuse
boarding to you if, in his 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, 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. For the comfort and enjoyment of the rest of our passengers, you
a) Bring a pet, livestock or any other animal other than a Registered
Assistance dog on UK holidays but not on overseas holidays.
b) Play a radio or personal stereos on a coach.
c) Smoke at any time on our coaches.
d) Bring alcohol on 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.
Yes, but you can choose to buy your own insurance if you wish 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 government taxes, is added to the
cost of your holiday at the time of booking. Full details of cover can be
found on page 147. 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,
whether at the joining point or during your holiday. 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 £20.
Motts Leisure Ltd (T/A) Crusader Holidays . reserves the right to modify itineraries to conform to
requests from the competent authorities in the UK and any other sovereign
state through which the holiday will operate.
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
If you choose to terminate your holiday of your own volition for whatever
reason, Motts Leisure Ltd (T/A) Crusader Holidays will not be liable for any additional expenses
incurred and no refunds will be given for any part of the holiday not taken.
There are occasions when our coaches are delayed due to traffic
congestion, ferry or flight delays etc. We cannot accept liability for these
delays, howsoever caused.
Whilst we go to great efforts to ensure that everything functions correctly
to ensure a smooth and enjoyable holiday, there are occasions when
mechanical items can fail. in the event of any such failure, Crusader
Holidays will attempt to minimise any inconvenience but we cannot be
financially liable should such occur.
Accommodation throughout the UK, Europe varies and our range of hotels
includes everything from 5 star establishments to homely, family-run
hotels. We go to great lengths to ensure that your holiday accommodation
will be of an acceptable standard and every effort will be made to provide
the type of room that you have booked.
(a) Hotel grading Hotel grading and classification systems vary so widely
throughout the UK and Europe that they do not represent a consistent
method of comparing accommodation standards from one country to
another. We advise you to look upon them merely as a general guide.
(b) Additional facilities Our liability for the provision of additional facilities
for which a supplement has been paid is limited to the published price of
that supplement. Rooms with private facilities will include EITHER bath and
WC OR shower and WC. Where you specify a preference for either a bath
and WC or a shower and WC we will make every effort to accommodate
your request. We CANNOT guarantee your preference will be met.
Occasionally, in older hotels, a wash basin may be located in the bedroom
rather than the bathroom. Please note that in Continental Europe it is not
normally the custom to have tea or coffee facilities in rooms.
(c) Room type When booking a double room you should clearly request
either a double bed or twin beds, otherwise we shall assume that either is
acceptable. Please note that many hotels in Europe have a majority of twin
bedded rooms and that bookings for double rooms are only taken on a
request basis. in some hotels, particularly in Continental Europe, a twinbedded
room may have a single king-size base with two mattresses, each
with its own bed linen. Three and four bedded rooms are normally twins or
doubles with extra beds and are not suitable for adults and space will be
limited. The room description shown on your holiday confirmation refers to
the main hotel on your holiday Overnight hotels may offer different room
types. Please note that the location, position, size or type of any room
cannot be guaranteed. 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.
(d) Single rooms Single rooms are always in short supply and early
booking is advised. If a payment for single room supplement is shown
against the holiday, then that price must be paid. The payment of a single
room supplement does not imply that any room allocated will be anything
other than a single room.
(e) Overnight hotels In the best interests of our customers, it may
sometimes be necessary or desirable to change the location of single
overnight hotel stops, We will do our very best to notify you in advance if
such a change is necessary but we reserve the right to make such a
change without notice. The alternative hotel will always be of an equivalent
standard to the original.
(f) Special diets It may be difficult for some hotels to fulfill special dietary
requirements. If in doubt, it would be beneficial for the client to telephone
the hotel direct to ascertain the position and to arrange payment with them
for additional charges that may be incurred.
(g) Hotel amenities All the amenities described on the appropriate
brochure page, leaflet or advert will normally be available for the enjoyment
of our customers. However some amenities (lifts, swimming pools and so
on) may occasionally require servicing or cleaning and therefore we cannot
guarantee that they will always be available. Some resort services may be
affected by weather conditions or out-of-season reductions or
cancellations. Unless otherwise indicated in the brochure, certain amenities
(such as sun beds, sporting activities and entrance to discos or nightclubs)
may incur an additional charge. Entertainment provided by hotels is
frequently subject to demand and the type or frequency may be varied if
there is a lack of demand or insufficient numbers staying at the hotel. In
many hotels you may be asked to share a table in the restaurant with other
guests. If a hotel has lifts, these are described as serving some, most or all
floors or rooms. Many hotel buildings are historic rather than purpose-built
and therefore there may also be some steps on a floor served by a lift,
which lead to or from public rooms. Most UK hotels include tea or coffee
making facilities in the bedrooms. Where this facility is provided there may
be a charge for additional beverage supplies.
(h) Bath/shower mats For your own safety, there are bath/shower mats
provided in your en-suite room. If they are not, then please request one
from the hotel reception who will be happy to provide one.
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 for locally at your hotel. Our liability for
the provision of extra facilities, for which a supplement is paid, shall be
limited to the brochure price of that supplement.
We try our best to provide holidays which all our customers can enjoy, but
we do recognise that not all our holidays will be entirely suitable for people
with disabilities, poor mobility or special needs. Some coach tours, for
example, involve a great deal of travelling and changes of hotel and it is
not possible for our driver(s) to provide a sufficient level of care, particularly
in cases of mobility problems. If each passenger who has a disability is
accompanied by a companion (on a 1 to 1 ratio), who is able to provide the
necessary assistance and the five steps can be negotiated when boarding
the coach, then you are most welcome.
We are pleased to carry your folding wheelchairs in the luggage
compartment and we would request that you notify us or your travel agent
of your intention to bring one. We regret that, due to health and safety
regulations, we are unable to carry battery powered wheelchairs. in certain
circumstances, we may be able to carry a small mobility vehicle provided
they conform with size and weight regulations. Please contact our
reservations staff for further details. If you do not advise us of any
disabilities, we cannot be responsible for any inconvenience or costs
incurred by you and this may include us having to refuse to take you on
Children of five years and over are very welcome on all tours and
reductions where available are detailed on each tour price panel. These
reductions are applicable to children up to 12 years of age in a twin or
triple room sharing with parents. We regret that we cannot carry children
under the age of 5 except to Disneyland Paris. Children of 14 and under
are forbidden to occupy the front seats of the coach.
This brochure is issued subject to applicable Acts of Parliament and
Government Regulations and the company reserves the right to modify
itineraries to conform to 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.
On occasions, to meet demand, some feeder journeys and holidays are
operated by vehicles other than those owned by Crusader Holidays and the
specification may be different to that detailed in this brochure.
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 your EHIC card. Details for this are available
from the Post office or online and entitles you to free or reduced cost
emergency state medical treatment in the EC. Please seek medical
advice with regard to required inoculations 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.
At the time of booking the following information will be required by us to
supply to the UK border Controls agency for your re entry to the UK: Full
Name, Date of Birth, Nationality & Passport number.
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.
All emails and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received an email in error please notify Motts Leisure Ltd (T/A) Crusader Holidays immediately. Emails contain confidential information and are intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received an e-mail by mistake and delete the e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.
Any views or opinions presented in an email are solely those of the author and do not necessarily represent those of the company. Employees of Crusader Holdings Ltd (including Crusader Holidays, & Staines Crusader Coaches) are expressly required not to make defamatory statements and not to infringe or authorise any infringement of copyright or any other legal right by email communications. Any such communication is contrary to company policy and outside the scope of the employment of the individual concerned. The company will not accept any liability in respect of such communication, and the employee responsible will be personally liable for any damages or other liability arising.
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