Insurance & Booking Conditions


Travel Insurance Information.

Insurance* - We cannot over stress the importance of this. If you decide to take out alternative cover please name your insurers to us.This is for your own benefit, so that contact can be made quickly, should the need arise

A Special Coach Holiday Travel Insurance Scheme is available for all passengers travelling on our holidays from AXA Insurance (UK) plc who are authorised and regulated by the Financial Services Authority. Should you wish to take advantage of our Coach Holiday Travel Insurance please include the appropriate premium when booking your holiday.


Bakers Dolphin Coach Travel

a: 48 Locking Road, Weston Super Mare, Somerset, BS23 1HT

tel: 01934 415000 fax: 01934 630455    



The Financial Services Authority (FSA) is the independent regulator of financial services. Use this information to decide if our services are right for you.


Bakers Dolphin Coach Travel is an appointed representative of ITC Compliance Limited which is authorised and regulated by the FSA (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts


Bakers Dolphin Coach Travel only offer travel insurance from a limited number of insurers. A List of these insurers is available on request. No additional fees will be charged for this service.


You WILL NOT receive advice or a recommendation from us for travel insurance. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed


We always aim to provide a first class service, however if you have any cause for complaint any enquiry in the first instance should be addressed in writing to The Compliance Officer, ITC Compliance Limited, at Charnwood House, Marsh Road, Bristol, BS3 2NA. Should you remain dissatisfied you have the right to ask the Financial Ombudsman Service to review your case. You should write to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone 0845 080 1800. You may be entitled to compensation should we be unable to meet our liabilities as an insurance intermediary under the Financial Services Compensation Scheme. Your entitlement to compensation will depend upon the type of business and the circumstances of your claim.



Travel Insurance

This travel insurance policy will suit the Demands and Needs of an individual, or group (where applicable) who have no excluded pre-existing medical conditions, are travelling to countries included within the policy terms and who wish to insure themselves against the financial impact of specified unforeseen circumstances/events relating to or occurring during their trip. Full details of these circumstances/events, levels of cover and terms and conditions can be found in the policy information/booklet.



Our travel insurance policies have a number of exclusions and restrictions to them. It is very important that you read and understand these and only purchase the policy if you are happy that you and every member of your party meet the eligibility criteria: Specifically our policy may NOT be applicable for you if:


You are over the maximum specified age at the time of your trip

You have pre-existing medical conditions

Examples of these and other conditions and restrictions and what to do if you are unsure about any aspect of an exclusion are contained within  your policy booklet.


If after purchasing your policy should you find it does not meet your requirements you have 14 days from  the date of issue, or prior to travel (whichever is sooner) to cancel the policy. If you do decide to cancel your money will be refunded in full, provided no claims have been made or incident likely to give rise to a claim has arisen


The policy does not cover travel to areas where the Foreign and Commonwealth Office has advised against 'all travel'. If you are not sure whether there is a travel warning for your destination, please check with the Foreign and Commonwealth Office (phone 020 7008 0232 or 0233 or visit their website at


It is important that you read and understand the above information. You should have been provided with a copy of all relevant policy documentation to enable you to make an individual informed buying decision based on your own personal circumstances, travel plans and the merits of the policy. This buying decision is your own and you will not have received a personal recommendation or advice from us.


Confidentiality and Data Protection Your information will only be disclosed to third parties in the normal course of arranging and administering any insurance contract(s) and to ITC Compliance Limited for the purposes of monitoring and/or enforcing compliance with any regulatory rules/codes.


Please keep this page with your insurance policy documents.



We will not provide you with advice about the suitability of this

Cover not available over 9 days for UK

Insurance Premium Tax is included at the appropriate rate

product for your individual needs but will be happy to provide

you with factual information. We summarise below the details

of the insurance cover provided which also includes SPECIALITY

ASSISTANCE LTD - 24-hour emergency service. The following

is a brief summary of the cover available. Full details of Cover,

Policy Warranties and Exclusions will be forwarded with your

confi rmation of booking. In any event you may ask for a specimen

copy of the Policy Wording before booking should you wish to

examine this in advance.



For Holidays up to £100 Loss of Deposit ,Cancellation, Curtailment,

Holiday Abandonment excess £Nil each and every loss .For

Holidays of £100 and over Loss of Deposit - £15 ,Cancellation,

Curtailment, Holiday Abandonment excess £45 each and every

loss . Medical and Other Expenses, Personal Property and Money

excess £45 each and every incident per Insured Person. Personal

Liability - Third Party Property Damage Excess £100 each and

every incident.


This insurance contains Health Conditions so you should inform

our Medical Underwriting Team of any medical conditions

that may affect the acceptance of your cover. Please therefore

telephone our Medical Underwriting Team on 0870 906 3142 to

inform them if any one to be covered by this policy or any person

on whose health the trip depends: (a) Has an existing or on-going

medical condition (b) is taking any prescribed medication (c)

Has or has had any condition still requiring periodic review (d) is

awaiting any tests, treatment, investigation, referral or results of

these. Failure to notify them may cause your circumstances to fall

within a policy exclusion.

The Policy contains the following General Exclusions:

You are not covered for anything caused directly or indirectly by

you suffering from stress, anxiety or depression unless it has been

investigated and diagnosed as such by a Consultant specialising

in the relevant fi eld, who must confi rm in writing at your cost that

you are fi t enough to take this trip. You must notify the issuer

of this Policy immediately of any of the conditions listed above

arising between the date the policy is issued and the time of

departure of the trip.



You should read your policy immediately to ensure it meets

with your requirements. If for any reason it does not it must be

returned to the issuer of the policy within 14 days of the date of

issue or prior to travel which ever is the sooner. Your money will be

refunded in full, provided no claims have been made or incident

likely to give rise to a claim has arisen. If you cancel your policy

after 14 days no refund will be given.

Bakers Dolphin Coach Travel and Holidays are an Appointed

Representative of ITC Compliance Limited who are authorised and

regulated by the Financial Services Authority.

Details of ITC Compliance Limited's authorisation (including their authorised number 313486) can be confirmed by contacting the FSA on 0845 606 1234 or by visiting the FSA's website





Your contract with Bakers Dolphin

Coach Travel and Holidays

1. YOU PAY A DEPOSIT When you make your booking you must

complete a booking form, accepting on behalf of all your party the

terms of the Fair Trading Agreement, and pay a deposit of £60 per

person. All monies paid to your Travel Agent are held by him/her

on your behalf until you receive our confi rmation. Thereafter the

travel agent holds the monies on our behalf. 1a. For air holidays the

deposit will be £200 per person.


of your contract with us that you should take out insurance to

cover you in the event of illness, personal injury or death between

booking and departure and during your holiday. If you elect to

insure elsewhere you must write the name and contact number of

your insurance company (and policy number if applicable) on your

booking form.

3. YOU PAY THE BALANCE The balance of the fare must be paid

via the offi ce at which you made your booking at least 4 weeks

before the holiday departure date. If the balance is not paid in time

we reserve the right to cancel your holiday, retain your deposit, and

apply cancellation charges set out in Paragraph 5 'If You Cancel

Your Holiday'. If you book within 4 weeks of the departure date

you must pay the full amount at the time of booking. Any Travel

Agent requesting that you pay balances earlier than these dates will

hold that money as your agent (not as the agent of Bakers Dolphin

Coach Travel and Holidays) until such time as payment is deemed

due by us as per these conditions.

4. IF YOU CHANGE YOUR BOOKING If, after our confi rmation

has been issued, you wish to change to another of our 2009/10

holidays or change departure date we will do our utmost to make

the changes, provided that written notifi cation is received at our

offi ces from the person who signed the Booking Form, or their Travel

Agent, not later than the date on which the balance of the original

holiday cost was due for payment. This must be accompanied by a

payment of £10 to cover administration costs. Any alteration by you

made within 4 weeks of departure 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 reconfi rmation to

be issued must be notifi ed and accompanied by a payment of £15

to cover administrative costs.

5. IF YOU CANCEL YOUR HOLIDAY You, or any members of your

party, may cancel your holiday at any time provided that the

cancellation is made by the person signing the booking form and

is communicated to us in writing via the offi ce at which you made

your booking. As this incurs administrative costs we will retain

your deposit and, in addition, apply cancellation charges up to the

maximum shown below.


All holidays by air are subject to airline terms and conditions.

Alternatively, you have the right to transfer the booking to another

person provided that they satisfy all the conditions applicable to

the package 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 payment

of any outstanding monies and in addition there will be an

administration fee of £10 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.

6. IF YOU HAVE A COMPLAINT If you have a complaint during

your holiday, please inform, in the fi rst instance the supplier of the

service and then inform our driver/courier, or representative who

will do his/her utmost to resolve the problem immediately. If the

matter cannot be put right on the spot, you must notify us in writing

within 28 days of the completion of your holiday and this must be

sent to Customer Relations Manager, Bakers Dolphin Coach Travel

and Holidays.


7. STATUTORY AUTHORITIES 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.

8. CONDITIONS OF CARRIAGE When you travel on an aircraft,

train or ship, the conditions 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 Fair Trading

Agreement is subject to English law and jurisdiction. Some coach

journeys are operated by vehicles other than those owned by Bakers

Dolphin Coach Travel and Holidays and the specifi cation may be

different to that detailed in this brochure. The Public Service Vehicle

(Conduct of Drivers, Conductors and Passengers) Regulations as

amended 1990, apply to all coaches throughout any holiday in

the UK.

9. OTHER TERMS On all holidays you may not: (a) Bring a pet or

any other animal (other than Guide Dogs in the UK and Eire only

and by arrangement.) (b) Play a radio or a cassette player on a

coach (c) Smoke on board a coach. Bakers Dolphin Coach Travel

and Holidays reserves the unconditional right to refuse a booking

or terminate a clients holiday in the event of unreasonable conduct

which in Bakers Dolphin Coach Travel and Holidays 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 holiday by such a termination Bakers

Dolphin Coach Travel and Holidays responsibility for your holiday

thereupon ceases. Full cancellation charges will apply and Bakers

Dolphin Coach Travel and Holidays 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. Excursions are included in the price of most

holidays and refunds cannot be made for passengers not wishing

to go on these excursions. Admission fees to buildings, grounds etc.

are not included in the price of the holiday unless otherwise stated

in the brochure.

10. PASSPORTS For all International holidays you will require a full

10 year British Passport. If you have any doubts about your status

as a resident British subject or you do not hold a full British Passport,

you must check with the Embassies or Consulates of the countries

to be visited to confi rm the passport or visa requirements needed

in your particular circumstances. We cannot accept responsibility if

passengers are not in possession of the correct travel documents.

11. HEALTH Under normal circumstances most countries we visit

on the tours in this brochure do not require visitors to be vaccinated.

However, we will indicate any known vaccination or other health

requirements where possible for each country to be visited. You are

advised to check with your own doctor before travelling.

Our promise to you

1. WE RESERVE YOUR HOLIDAY When you have ascertained or

your travel agent has provisionally confi rmed that we have available

space on the holiday of your choice, a confi rmation / invoice will

be forwarded to you normally within 3 weeks of receipt of your

signed booking form and the contract is made between us when

you receive this confi rmation. In the event that a holiday was sold

through a Travel Agent who defaulted, we guarantee your holiday

on production of adequate documentation to establish the sale.

2. YOUR HOLIDAY PRICE Holiday prices include all coach travel,

hotel accommodation and meals as specifi ed in the holiday

description and VAT at the current rate where applicable. WE




HOLIDAY WILL NOT BE INCREASED. In addition to Sterling we

use the following currencies in calculating our rates and fares for

2009 Below are the equivalent exchange rates to £1 Sterling.

3. IF WE CHANGE YOUR HOLIDAY The arrangements for holidays

in this brochure are made many months in advance and changes

are sometimes unavoidable. Most of these changes are likely to

be minor and we or our representatives will endeavour to keep

you informed. However, where before departure we have to alter

signifi cantly an essential term of this contract, such as location of

resort, quality of main hotel (not including single overnight hotels on

touring holidays) or tour itinerary changes involving a destination

being eliminated, we will notify you of the change as soon as

possible. In such circumstances you will be given the following

options: a) to accept changes to the contract b) to take a substitute

holiday of equivalent or superior quality if we are able to offer you

one; or c) to take a substitute holiday of a lower quality if we are

able to offer you one and to recover from us the difference between

the price of the original holiday and that of the substitute holiday;

or d) to have repaid to you as soon as possible all the monies paid

by you under this contract. * If you choose a) b) or c) we will pay you

compensation on the scale below. If you choose d) we will refund all

monies paid by you, plus compensation

4. IF WE CANCEL YOUR HOLIDAY It is necessary for there to

be a minimum number of passengers in order to operate a tour.

In certain circumstances, therefore, we may have to cancel your

holiday, and if this should occur we will return to you all the money

you have paid to us, or offer you a suitable alternative. However, we

will not cancel your holiday: (a) Immediately prior to the departure

date unless you have not paid for your holiday in full. (b) After the

balance due date, except as a result of hostilities, political unrest

or other circumstances amounting to force majeure. If we have to

cancel your holiday at any time Bakers Dolphin Coach Travel and

Holidays is liable only for any monies you may have paid to Bakers

Dolphin Coach Travel and Holidays at the time of cancellation and

for compensation payments as detailed in paragraph 3 above.

5. WHAT HAPPENS TO COMPLAINTS? All complaints that are

received are thoroughly investigated and customers are kept

informed at each stage of the investigation. Sometimes the

investigations can take time when awaiting a response from

hoteliers. We can normally agree an amicable settlement of the

few serious complaints we receive, if the complaint is found to be


6. ARBITRATION CONDITIONS Disputes arising out of, or in

connection with, this contract which cannot be amicably settled,

may (if the customer so wishes ) be referred to arbitration under

a special Scheme which, though devised by arrangements with

the Confederation of Passenger Transport UK, is administered

quite independently by the Travel Industry Arbitration Service. The

Scheme (details of which will be supplied on request) provides for

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. (There is a time limit of 9 months from

the date of return). Please note that correspondence received

between June and September may take us longer to respond to.

7. OUR RESPONSIBILITY TO YOU 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 and this

includes Optional Excursions purchased through our employees or

agents. 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 traffi c

conditions or the matters referred to in paragraph 4 (b) above. (i)

Please remember that some amenities (eg. hotel lifts, swimming

pools etc) require servicing and cleaning and may not therefore be

available at all times. Some services may be affected by weather

conditions and their availability is entirely at the discretion

of the provider of the service. Entertainment (particularly live

entertainment) provided by hotels is frequently subject to demand

and its nature and/or frequency may be varied if there is lack of

demand or insuffi cient numbers staying in the hotel. (ii) Some

excursion itineraries include the use of ferries and other forms of

transport which can be affected by inclement weather, and may

have to be cancelled or arrangements changed. Whenever possible

a suitable alternative excursion will be offered. (iii) The published

running times of services are estimates only and we will not be

liable for any loss (howsoever caused) arising from delay or failure to

operate services in accordance with published timings.

8. PERSONAL INJURY (Whilst participating in arrangements made

by us) Bakers Dolphin Coach Travel and Holidays has taken all

reasonable and proper steps to ensure that proper arrangements

have been made for all the holidays which are advertised in this

brochure, including Optional Excursions offered by our employees

or agents, and that the suppliers of all the services are effi cient, safe

and reputable and that they comply with local and national laws

and regulations of the country in which they provide those services.

Whilst we have no direct control over the provision of services to

you by suppliers, we will pay to our clients the equivalent of such

damages as they would be entitled to receive under English Law

in an English Court for any personal injury to the client, including

illness or death, caused by the failure to perform or the improper

performance of such services by the servants or agents of ourselves

or any of our suppliers contracted or subcontracted by us to provide

any part of the arrangements for your holiday as described in this

brochure where such failure or improper performance is due to the

fault of such person and not an event which such person could

foresee or forestall even if they had taken all due care. NOTE: We

will make payments as stated above provided: (a) that claims for

personal injury are notifi ed to us within 3 months of the return

from holiday (b) the injured client(s) assign to Bakers Dolphin

Coach Travel and Holidays any rights against a supplier or other

person or party they may have relating to the claim (c) they agree

to cooperate fully with us should we or our insurers wish to enforce

those rights which have been assigned to us or to which we are

subrogated and (d) such payment is limited in the case of transport

by water or air to a maximum of such sums as would be obtained

under the provisions of the appropriate International Conventions.

This assignment is necessary to enable us to try and recover from

suppliers any compensation we have paid to clients, and associated

costs, arising from personal injury to clients caused by the fault of

those suppliers. If we recover more than such compensation and

costs, any excess will be paid to the injured clients.

9. PERSONAL INJURY (Unconnected with arrangements made by

us) Where appropriate and subject to our reasonable discretion, we

will afford general assistance to clients who through misadventure

suffer illness, personal injury or death whilst travelling on a Bakers

Dolphin Coach Travel and Holidays holiday arising out of an activity

which does not form part of the advertised itinerary nor part

of an excursion offered through the company, and which is the

responsibility of a third party.






1. Once issued, tickets are not refundable or transferable to other dates should you or your party have to cancel. We do, however, offer insurance on all events to cover cancellation due to illness

2. We will always make every effort to keep to the published timetable, but the company will not be responsible for any loss through delay, however caused, or for passengers who are not at any departure point at the appointed time. The company reserves the right to cancel any departure, please check 3 days before travel to ensure the tour is definite - monies will be refunded if the tour is cancelled by the coach company. The company reserves the right to change seat numbers on the coach when necessary.

3. Feeder coaches operate from pick up points to connect with the tour coach and stops will be made en-route to pick up other passengers. This allows us to offer a wider selection of tours for your benefit, so we trust you will bear with us and this will not spoil your day out.

4. We recommend you insure your luggage that contains anything valuable, as all baggage and property is carried at the owner's risk. The company will not be liable for loss or damage.

5. Smoking is not allowed on board and persistent offenders will be required to leave the vehicle. Mobile phones should be used with discretion to avoid distracting the driver.

6. Passengers are not allowed to consume alcohol on any of the company's vehicles. Neither are they permitted to enter or remain on a vehicle if the driver considers their behaviour to present a hazard to other passengers.

7. The company is not liable for the costs of transporting unaccompanied minors (15 and under) when they fail to arrive at the pick up point in adequate time for the prearranged time of the coach. This does of course, also apply to adults.

8. Only Guide Dogs and Hearing Dogs are allowed on these services, and they may be carried free of charge. Some itineraries are not suitable for disabled passengers - please check with us before booking to avoid disappointment.

9. The company is not liable for any costs incurred as a result of any cancelled tours or changes to an event beyond our control.

10. Trips to the continent require full name and date of birth to be supplied for the purpose of Customs and Excise enforcement. Restrictions apply on purchase of tax free goods. The company reserves the right to continue the journey without customers who have been held by Customs officials on suspicion of exceeding the recommended allowances for duty free goods. The company accepts no liability or responsibility for securing onward travel or for any consequential costs incurred in customers so doing.

11. The company shall not be liable to the (Client/Customer) under any circumstances for the payment of damages, costs or other compensation or expenses in the event that the company does not, for any reason, receive its pre-ordered and paid allocation of tickets for the event either in whole or in part, from the promoters and the company will, in those circumstances only, be liable and shall immediately, return the payment that has been received from the customer in full.

12. The company reserves the right to alter published prices as a result of price increases in raw materials or other products supplied to the company.

13. Frequent Flyer Bookings & Open Return bookings

Unfortunately if you wish to purchase a Frequent Flyer card or book a pre purchased Frequent Flyer seat or book an open return seat, you will need to still call through to our reservations to do so. If you wish to book your return seat of an open return ticket you must do so by close of the days business 17.00 the day before travel at the latest. Open or Period return tickets must have a return within 30 days of the first outward travel. *(Open Period Return tickets is booking a period return but leaving the date of return open to be booked later)

Frequent Flyer card is only valid for use by the registered cardholder. Is only valid for ten single journeys, a return journey is deemed to be two single journeys. Card is only valid for 6 months from date of issue. The card must be presented to the courier at the start of each journey as proof of identity.

14. Tickets bought on board on Day of Travel

Tickets may be purchased on board the coach on the day of travel. But this will be on a standby basis, based on availability after the pre booked tickets have been boarded first. Unfortunately we can only allow Cash only for tickets bought on board. No Cheques or cards. Tickets can not be booked via reservations or on the web on the day of travel or any time after 17.00 the day before travel. Seats can only be guaranteed if pre-booked

15. All-inclusive prices, Student & Concession Tickets

Based on Day Return coach travel and inclusive of price and attraction.

* Families Tickets = 2 adults / 2 children under 15.

** Concessions 60 or over, disabled applies at all times. Disabled is defined as that contained within the Transport Act 2000.


Proof of status will be required by the courier on the coach for Concessions, such as a Senior bus pass, Pension book or Driving licence. Students will need to present a valid Student pass to be valid for a student ticket.


16. Children - Children ages for travel are 3-15. Children under 3, travel free of charge are not guaranteed their own seat and may therefore have to sit on the parents or guardians lap. If a seat is required then a Child fare must be paid to guarantee. Only one child can travel free with one paying adult. To Travel unaccompanied by an adult a child must be 16 years of age or older.


17.Cancellations for London Flyers

Cancellation within 24 hours will incur 100% cancellation charge. Refunds will only be given on tickets that are cancelled at least 24 hours before the time of travel and will be subject to a £5.00 administration charge. Any request to cancel and request refund must be referred to head office by calling 01934 415000


18. Baggage

One Normal sized suitcase per person will be carried free of charge. You can also take hand luggage inside the coach. Extra luggage (including awkward shaped items) will only be carried if there is space. Any passenger wishing to take delicate items on board instead of stowing them in the hold must pay for an extra seat if the item is stopping fare paying passengers travelling. All luggage is carried at owners risk and the company will not be responsible for any loss or damage. Bicycles is only permitted if the are collapsible make cycles, or are broken down and boxed or strapped of protruding points so as not to cause damage to other luggage that may be in the hold.

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Registered in England No. 3635902.     © 2016 Bakers Dolphin. All rights reserved.