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Insurance & Booking Conditions


Travel Insurance Information.

Insurance* - Choosing the right travel insurance is an essential part of your holiday plans. That is why we have arranged a comprehensive travel insurance policy with the travel insurance specialists Travel & General Insurance Services Limited. Should you wish to take advantage of our Coach Holiday Travel Insurance please include the appropriate premium with your deposit when booking your holiday. J N Baker Limited is an Appointed Representative of Travel & General Insurance Services Limited. All companies are authorised and regulated by the Financial Conduct Authority, full details can be found at

If you decide to take out alternative cover please supply the name of your insurers to us so that contact can be made quickly, should the need arise.


To view a summary of cover please click here Insurance Product Information Document (IPID)

To view the full terms and conditions please click here Policy Wording


Bakers Dolphin Coach Travel

a: 48 Locking Road, Weston Super Mare, Somerset, BS23 3DN

tel: 01934 415000

fax: 01934 422442 email:



The Financial Conduct Authority (FCA) 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 offers travel insurance from one insurer.


You WILL NOT receive advice or a recommendation from us for travel insurance. To check the suitability of the policy with your needs you can call the insurers medical helpline to discuss - call 02392 419 063 - and 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, Monarchs Court, Emersons Green, Bristol, BS16 7FH. 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, Exchange Tower, London E14 9SR. Telephone 0800 023 4567. 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 policy has a number of exclusions and restrictions. 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 have had surgery in the last 12 months

You have pre-existing medical conditions

You are currently receiving treatment or on a waiting list for treatment (including surgery, tests or investigations by your doctor or specialist)

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 reading the policy you find it does not meet your requirements, please return it within 14 days of issue and your premium will be fully refunded, provided you have not travelled or made a claim.


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 1500 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.

Insurance Premium Tax is included at the appropriate rate.

We summarise below the details of the insurance cover provided which also includes Emergency Assistance and repatriation - 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 confirmation of booking as a pdf attached with your Confirmation and Invoice. In any event you may ask for a specimen copy of the Policy Wording before booking should you wish to examine this in advance.



Excesses are per insured person each and every claim, per incident claimed for.

Cancellation up to £2000 - £75 excess (loss of deposit nil for UK, Channel Islands, Isle of Man, Republic of Ireland and £20 Europe)

Cancellation, Curtailment, Abandonment of trip, medical and other expenses (including curtailment and repatriation) - excess £75

Personal accident, hospital benefit, legal costs and expenses - no excess.



This insurance contains Health Conditions so you should inform the insurers Medical Helpline of any medical conditions that may affect the acceptance of your cover. Please telephone the Medical Helpline on 02392 419063 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 field, who must confirm in writing at your cost that you are fit enough to take this trip. You must notify the Towergate Medical Helpline immediately of any changes in medical circumstances arising between the date the policy is issued and the time of departure for 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 are an Appointed Representative of Travel and General Insurance Services 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


When you (the 'lead name') make the booking, you guarantee that they have the authority and accept on behalf of the party the terms of the booking conditions. Upon payment of the deposit (the deposit varies by holiday type from £40-£75 per person. For holidays to the Channel Island and those with air travel the deposit will be £200 per person) a binding agreement will come into existence which is governed by English Law.

All monies paid to one of our apponted Travel Agents are held by them on your behalf until you receive our confirmation. Thereafter the travel agent holds the monies on our behalf.


We strongly advise all our customers to consider taking out travel insurance to cover medical and repatriation costs, personal injury, illness, loss of baggage, cancellation charges or death. If you decide to take out alternative cover please supply the name of your insurers to us so that contact can be made quickly, should the need arise.


The balance of the holiday must be paid via the office at which you made your booking at least 4-6 weeks before the holiday departure date (for holidays to the Channel Island and those with air travel the balance is due 10 weeks before departure).

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 our Trading Charter Point 13: Scale of Cancellation Charges (printed on inside back cover of our brochures).

If you book within 4-6 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.


If, after our confirmation has been issued, you wish to change to another of our holidays or change departure date we will do our utmost to make the changes, provided that written notification is received at our offices from the lead person who made the booking or their Travel Agent, not later than the date on which the balance of the original holiday was due for payment. This must be accompanied by a payment of £25 to cover administration costs. Any alteration made by you 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 re-confirmation to be issued must be notified and accompanied by a payment of £25 to cover administrative costs.


You, or any members of your party, may cancel your holiday at any time provided that the cancellation is made by the lead personand is communicated to us in writing via the office 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.

Scale of cancellation charges - COACH HOLIDAYS:

Period before departure within which written cancellation of package price is received you will lose a % of the total package cost:

More than 42 days - loss of deposit

42-35 days - 40%

34-28 days - 60%

27-14 days - 80%

13-1 days - 100%

Departure day or later including voluntary termination during the package - total package cost.

Scale of cancellation charges - CHANNEL ISLANDS AND AIR:

Period before departure within which written cancellation of package price is received you will lose a % of the total package cost:

More than 56 days - loss of deposit

56-43 days - 30% or deposit if greater

42-29 days - 60%

28-7 days - 90%

less than 7 days - 100%

Departure day or later including voluntary termination during the package - total package cost.

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 £25 per passenger plus any reasonable additional costs caused by the transfer.

Where air travel is included in your holiday the administration charge may differ dependant on the individual airline involved and the charge they make for the transfer. 

NOTE: If the reason for cancellation is covered under the terms of an insurance policy, you may be able to reclaim these charges.


If you have a complaint during your holiday, please inform in the first instance the supplier of the service so that they can do their utmost to resolve the problem immediately. If they are unable to resolve the problem, inform your 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.


All brochures are 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 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.


On all holidays and coach travel you may not: (a) Bring a pet or any other animal (other than Registered Assistance Dogs in the UK and Eire only and by prior arrangement.) (b) Mobile phones and electronic equipment may be used with headphones and with discretion and courtesy to other passengers (c) Smoke including e-cigarettes is not permitted on board any company vehicle.

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.


If you are a British citizen travelling outside the United Kingdom you must have a valid full UK 10 year British Passport valid for a minimum of 3 months after your scheduled date of return. If you have any doubts about your status as a resident British subject or are a Non-UK citizen, you must check with the Embassies or Consulates of the countries to be visited to confirm 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.


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


To book you can write to us, telephone us, online via our website, email or use a selected third party travel or booking agent. When you have ascertained that we have available space on the holiday of your choice, upon receipt of your deposit payment the contract is made between us and a confirmation/invoice will be forwarded to you normally within 7 working days. In the event that a holiday was sold through a third party Travel Agent who defaulted, we guarantee your holiday on production of adequate documentation to establish the sale.


Holiday prices include all coach travel, hotel accommodation and meals as specified in the holiday description and VAT at the current rate where applicable. ONCE YOU HAVE MADE YOUR BOOKING AND PAID A DEPOSIT THEN THE COST OF YOUR HOLIDAY WILL NOT BE INCREASED and WE GUARANTEE THAT THE PRICE OF YOUR HOLIDAY WILL NOT BE SUBJECT TO ANY SURCHARGE.

NB. All air and cruise holidays are subject to surcharges linked to fuel costs - the only surcharge which we apply which are levied by air lines or cruise companies which are beyond our control.


The arrangements for holidays across all brochures 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 significantly 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; or 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.


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. Should this occur we will offer you a suitable alternative or return to you all the money you have paid to us. 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.


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 genuine.


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).


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 traffic 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.


(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 our brochures, including Optional Excursions offered by our employees or agents, and that the suppliers of all the services are efficient, 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 our brochures 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.


(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.

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 - if the tour is cancelled by the coach company the passenger may accept an alternative tour or monies will be refunded. 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 including e-cigarettes is not allowed on board any company vehicle and persistent offenders will be required to leave the vehicle. Mobile phones should be used with discretion and courtesy to other passengers and to avoid distracting the driver.

6. Passengers are not allowed to consume alcohol or hot food 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 Registered Assistance Dogs and Hearing Dogs are allowed on our UK trips with prior arrangements at time of booking, 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. Please advise us at time of booking if you will be bringing a wheelchair or an electric scooter (must be dismantled and weigh no more than 20kgs). Prior to booking please check with us the access arrangements and suitability of the venue meet your needs and/or carer tickets are available to pre-book.

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. If you are a British citizen travelling to the continent you must have a valid full UK 10 year British Passport. At the time of booking full name(s) and dates 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.

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