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Information and Travel Advice


Mobility Policy

All tours which are Suitable for Mobility Scooters will be limited to a carriage of a maximum of 2 scooters. These are allocated on a first come first served basis.

Our drivers are NOT permitted to assist with the lifting of your scooter on or off our coach. Should you require a mobility scooter it will be your responsibility to handle this at all times.

Please note: Mobility scooters and wheelchairs are not accepted on any of our feeder vehicles.

A lot of the resorts we have offer the opportunity to hire Mobility Scooters once you get to the hotel. The ladies in the office will be pleased to look into this for you if you feel that this would be something you would like us to do for you. Please contact us on 01530 816425 for more information

Pricing Policy

Roberts Travel Group endeavour to ensure that the most up to date and correct prices are shown in our brochure. Occasionally, an incorrect price may be shown, due to an error. When we become aware of any such error, we will endeavour to notify you at the time of booking (if we are then aware of the mistake) or as soon as reasonably possible.

We reserve the right to cancel the booking if you do not wish to accept the price which is applicable to the holiday.

Local Authorities in many towns and cities throughout Europe have introduced new tourist taxes which must be paid directly to the hotel by all guests in person. These taxes are not included in our prices but we will notify you when applicable.

Holiday prices include all travel, hotel accommodation and meals as specified in the holiday description and VAT payable in the UK where applicable.

The price of the holiday will not be subjected to any surcharges except those arising from exchange rate changes, transportation including the price of fuel, air & ferry operator fares and tolls, embarkation or disembarkation fees at terminals, duties and taxes (including the rate of VAT). Even in these cases we will absorb the cost equivalent to cost of the first 2% of the holiday price. Amounts more than this plus £1 administration fee and Travel Agents commission will be surcharged to you. If this means the total cost of the holiday increases by more than 8% then you are entitled to cancel your holiday and receive a full refund of all monies paid except any insurance premium and amendment charges.

We will communicate the options with you either through email or letter, with a reminder if necessary. If you exercise the right to cancel we must receive written notice within 20 days of the date of the surcharge invoice.

Privacy Policy

The Roberts Travel Group (Trading as Roberts Coaches Ltd and Roberts Tours Ltd) is committed to protecting your privacy and maintaining the security of any personal information received from you. We comply with the requirements of the data protection legislation in the UK. This policy explains how we use the information that we collect, how you can instruct us if you wish to limit our use of your information and the procedures that we follow to protect your privacy.

The information we collect and how we use it

We collect your information when you sign up for our email Newsletter, book a holiday, daytrip or other services online. We ask you for your name, address and email address and if you book a holiday, day trip or travel pass the details of the credit or debit card by which you will make payments. We subsequently collect details of the services that you order from us and the payments due and made for those services.

We may use aggregate information and statistics to monitor usage of our website to help us to improve and develop our website.

We may also collect infomration when you voluntarily complete our surveys or when you provide feedback to us.

From time to time we may carry out market research to help us to improve our service to our customers and increase customer satisfaction. We or our agents or sub-contractors may contact you by email post or telephone to ask for your feedback and comments on our service.

We may wish to provide you with information about the products and services that we have to offer. You consent to us contacting you by e mail post or telephone for this purpose.

We may wish to provide you with relevant information about products and services provided by third parties that we think may be of interest to you. You consent to us contacting you by e mail post or telephone for this purpose. If you would prefer not to receive this, please send your request to info@robertscoaches.co.uk

In the unlikely event that we receive an abusive, offensive or threatening communication from you or we have reason to suspect fraud or dishonesty we reserve the right to disclose details to the police or your internet service provider.

Our use of cookies and other tracking or passive data collection technology

We use a technology known as "cookies" as part of our normal business procedure to track patterns of behaviour of visitors to our site. A cookie is an element of data that our Website sends to your browser which is then stored on your system. You can set your browser to prevent this happening. It is advised that you contact your internet service provider (ISP) or your internet browser from their designated websites to find out how to do this. These details can be provided in the HELP button on your internet browser.

How we protect your information

The internet is NOT a totally secure medium. However, we have put in place various security measures. Although we cannot risk compromising security by giving full details, we do use various technologies which may include firewalls, encryption, use of passwords and others We also have internal procedures covering storage, access and disclosure that we follow to keep your information confidential.

Sale or merger of business

If our business is sold or merged with another business your details may be disclosed to our advisers and to any prospective purchasers or merger partners and their advisers. If our business is sold your details will be passed on to the new owner of the business.

Updating your information

If any of the information that you have given to us changes (for instance you change your email address or other contact details) or if you wish to cancel your registration to use our site, please let us know by sending an e mail to info@robertscoaches.co.uk

Your consent and changes to this policy

By submitting your information to us you consent to the use of that information as set out in this privacy policy.

If we change this policy we will post details of the changes on this page and also send an email to you to alert you to the change. If you continue to use our site, that will signify your consent to that change. Because of the global nature of the underlying structure of the internet, your information may be transferred in transit to countries outside the European Economic Area that do not give equivalent protection to your personal information and its use. We have taken the steps mentioned above to try to protect the security of your information. By submitting your information to us you consent to any such transfers as may occur.

You consent to us transferring your data to countries outside the European Economic Area in connection with providing to you any services outside the European Economic Area

How to contact us

We welcome your feedback and views on this privacy policy. If you would like to contact us with queries or comments please send an e mail to info@robertscoaches.co.uk

Holiday Travel Insurance

A client holiday travel insurance scheme is available to eligible passengers travelling on our holidays which is arranged by Wrightsure Services (Hampshire) Limited and underwritten by Great Lakes Insurance SE (GLISE). GLISE is a German insurance company with its headquarters at Königinstrasse 107, 80802 Munich. UK Branch office: Plantation Place, 30 Fenchurch Street, London, EC3M 3AJ, company number SE000083. GLISE, UK Branch, is authorised by Bundesanstalt für Finanzdienstleistungsaufsicht and subject to limited regulation by the FCA and Prudential Regulation Authority, registration number 769884.

Our client holiday travel insurance policies are administered by ERGO Travel Insurance Services Ltd (ETI): Registered in the UK, company number 11091555. Authorised and regulated by the FCA, register number 805870 and registered office: Plantation Place, 30 Fenchurch Street London, EC3M 3AJ. Details about the extent of GLISE’s and ETI’s authorisation and regulation by the Prudential Regulation Authority, and regulation by the FCA are available upon request.

Wrightsure Services (Hampshire) Ltd is authorised and regulated by the FCA (their registration number is 311394) and is permitted to advise on and arrange general insurance contracts. You can check these details online using the Financial Services Register (accessible from https://register.fca.org.uk) or by contacting the FCA Consumer Helpline on 0800 1116768.

Should you wish to take out this travel insurance please include the appropriate premium when booking your holiday.

DEMANDS AND NEEDS

This insurance policy will suit the demands and needs of an individual or group (where applicable) who have no excluded medical condition(s), are travelling in countries included within the policy terms and who wish to insure themselves against unforeseen circumstances/events detailed in the cover section below. Subject to the terms, conditions and maximum specified sums insured.

IMPORTANT

We will not provide you with advice about the suitability of this 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 24-hour emergency service from Mayday Assistance Limited. The following is a brief summary of the cover available. Full details of cover and exclusions will be forwarded with your confirmation 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.

SUMMARY OF COVER

Section and Cover Benefit (Up to) Excess
1. Cancellation and
Curtailment/
£1,500 Nil
2. Travel delay and disruption
- Delay £20 per 12hrs (max £60) Nil
- Abandonment after 12 hours £1,500 Nil
- Miss Departure £100 UK/£300 EU Nil
3. Emergency medical
and repatriation
Expenses £2,000,000 EU/£2,500 UK Nil
- Hospital confinement benefit UK £10 per 24hrs (max £100) Nil
- Hospital confinement benefit outside of the UK
£15 per 24hrs (max £450) Nil
- Funeral expenses and body repatriation £5,000 EU/£1,500 UK Only Nil
- Emergency dental treatment £250 Nil
- Taxi fares £1,000 Nil
4. Personal accident N/A
- Death (aged over 18) £15,000
- Death (under 18) £1,000
- Death (aged 70 or over) £7,500
- Permanent total disablement £15,000
- Loss of limb(s) or total and irrecoverable loss of Sight
5. Personal effects and money £1,500 Nil
- Single Item/Valuables limit £200/£400
- Personal money £200 Nil
- Cash £200 (£50 under 18) Nil
- Loss of passport/travel documents £200 Nil
6. Luggage delay £50 per 12hrs (minimum 12 hours - max £100) Nil
7. Personal liability £2,000,000 Nil
8. Legal costs and expenses £25,000 Nil

HEALTH CONDITIONS

Insurers shall not be liable for claims where at the time of taking out the policy and between that time and your departure:-:

a) You are aware of any medical condition or set of circumstances that could reasonably be expected to give rise to a claim (for example the state of health of a Close Relative, Business Associate or any person on whom Your travel plans depend).

b) The Insured Person whose medical condition gives rise to a claim:

i) Is receiving, or on a waiting list for, surgery, in-patient treatment or investigations in a hospital, clinic or nursing home.

ii) Is travelling against any health requirements stipulated by the carrier, their handling agents or other public transport provider.

iii) Is travelling against the advice of a Medical Practitioner or for the purpose of obtaining medical treatment abroad.

iv) Has been given a terminal prognosis.

Please note: If you are on medication at the time of travel, your medical condition(s) must be stable and well controlled.

If you are travelling outside of the UK you must notify the Change in Health helpline immediately if a change in health occurs (including any change to medication) between the date this policy is issued and your scheduled date of departure.

RESIDENCY

If you or anyone else named on this policy has not been a resident in the UK for the past 6-months this policy cannot cover you.

SIGNIFICANT EXCLUSIONS

In addition to the above the policy also contains the following main exclusions:

Any costs of repatriation or evacuation as a result of you taking part in any excluded Hazardous Activities and Sports including dangerous expeditions or from an area which is considered by Insurers to be a War Risk or Civil Hazard area.

Loss of or damage to money and valuables whilst left unattended or in/from luggage in transit.

Loss of or damage to telecommunications and motor vehicle related equipment and accessories.

ravel against the advice of the carrier, any other public transport provider, the Foreign Office or the World Health Organisation.

Any insurance event arising from you being the driver, rider or passenger of a quad bike, all-terrain vehicle or motorcycle when the insured person is not wearing a crash helmet, whether legally required locally or not.

Examples of these and other conditions and exclusions are contained within the policy wording, a specimen copy of which is available upon request. If after purchasing a policy from us 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 and receive a full refund of your premium.

OPTION TO CANCEL

If after purchasing a policy from us 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 and receive a full refund of your premium.

PROTECTING YOUR INFORMATION

We will only use your personal details in line with our Privacy Notice. This can be found on our website or is available in hard copy format upon request and you should read this carefully and contact us immediately if you have any queries. Your personal information includes all of the details you have given us to process your insurance policy (we will not ask for more information than is necessary). We may share your data with Third Parties for the provision and ongoing performance of your insurance policy. Your data may be transferred outside the UK. All of the personal information you supply to us will be handled strictly in accordance with the applicable Data Protection regulations and legislation.

Roberts Coaches Limited are an Appointed Representative of Wrightsure Services (Hampshire) Limited who are authorised and regulated by the FCA (their registration number is 311394) and which is permitted to advise on and arrange general insurance contracts. You can check these details online using the Financial Services Register (accessible from www.fca.org.uk) or by contacting the FCA Consumer Helpline on 0800 111 6768.

We do not charge fees for our insurance related services however we and Wrightsure Services (Hampshire) Limited may receive some form of renumeration in relation to the arrangement of insurance.



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