Stena Line Travel Group Terms of Business

These terms apply to contracts arranged by Stena Line Travel Group AB (STG or us or we), both for the provision of accommodation and as a disclosed agent for Stena Line Limited, Stena Line Irish Sea Ferries Limited or Stena Line BV (the ferry operator) in relation to ferry bookings and any other supplier specified in the written confirmation issued to you when you make a booking. The provisions set out in these Terms of Business will be subject to the terms of business of the ferry operator, any other supplier or the disclosed agent of any other supplier that is providing or arranging an element of your holiday. Unless otherwise agreed you can choose the individual products or services (or a combination of these) from those set out on our website. STG’s registered office address is Box 1324, S-252 78 Helsingborg, Sweden.


Your holiday contract

When a booking is made the ‘lead name’ on the booking guarantees that he or she has the authority to accept and does accept on behalf of all members of your party the terms of these booking conditions. A contract will exist, and is binding on both parties, once STG has confirmed your booking via e-mail and you have paid the deposit or full payment by the agreed date.

Your contract is made on the terms of these booking conditions which are governed by English law and the jurisdiction of the courts of England and Wales. If you live in Scotland, Northern Ireland or the Republic of Ireland the courts of Scotland, Northern Ireland or the Republic of Ireland (as appropriate) can deal with any disputes.


Your financial protection

STG provides full financial protection for bookings made with us through a bond held with the Swedish public authority “Kammarkollegiet”. For further information see http://www.kammarkollegiet.se/node/702. This means that when you book your ferry travel and accommodation together with us, your monies are secure.

For bookings made in Ireland, in such circumstances, any monies due would be refunded to you by the Department of Transport in Dublin, through a bond taken out by us. If abroad, return travel would be arranged to Ireland by the Department of Transport.

This bonding does not apply to the purchase of individual products and services, such as accommodation or ferry only arrangements.


Your travel insurance

We strongly recommend that you purchase appropriate travel insurance at the time you pay your deposit. If you do not purchase travel insurance, you may not be able to recover cancellation charges, medical costs, repatriation and other expenses that may arise if things do not go according to plan.


Your holiday price

When you make your booking you must pay a deposit of £50 or 10% of the total holiday price if greater. If you are booking non-refundable accommodation the full payment of the total holiday price is due at the time of booking. Full payment of the total holiday price must be received not later than the days before commencement of your holiday as set out below or at the time of booking if that is within the days before outward travel set out below:



Ferry + self-catering accommodation At least 45 days before the date of outward travel
Ferry + hotel At least 25 days before the date of outward travel


The payment arrangements for some bookings may vary from this and if so, you will be advised at the time of booking.

If the deposit and/or full payment is not received on time, we reserve the right to cancel your travel and/or accommodation arrangements and retain any deposit. Any monies paid to your travel agent are held by the agent on our behalf at all times.

Payment may be made by major credit or debit cards. A charge of £5 applies to credit card payments, no charge applies for payment by debit card.

For all telephone bookings a £10 service fee applies.

Ferry tickets will be booked on behalf of the ferry operator.

Please note that we reserve the right to vary the prices shown on our website at any time before you book. You will be advised of the current price at the time of booking. Once you have booked we will not increase your holiday price other than for changes in VAT or any other Government imposed levy. If these changes result in a cost increase for us, we retain the right to pass these additional charges onto you to increase the price of your holiday by an amount equal to the increase.


If you change your booking before departure

If, after your booking has been confirmed, you wish to change your travel and/or accommodation arrangements in any way, we will do our utmost to make these changes but it may not always be possible.

Accommodation

An amendment fee of £10 per change will be charged for any changes to your accommodation requirements, including arrival date, accommodation or customer name.
When changing to a different date or accommodation, changes may be made as follows;


Self-catering accommodation Up to 31 days before departure
Hotel Up to 4 days before departure


Thereafter changes will be regarded as a cancellation and you will have to make a new booking. Changes may lead to additional costs arising from the change.

Bookings can be modified or cancelled at no extra cost, within 7 days from the original date of booking, provided that these are made at least 40 days before departure. If you have paid the deposit, and you cancel this will be refunded.


Ferry

If you wish to change your ferry booking, then a charge will be made in addition to any differences in fare or amendment fees levied by the ferry operator:


Amending by telephone £10 per booking
Amending via website Free of charge via My booking


Amendments to another departure time or date may also be subject to additional payment.

We shall not be held liable for amendments, changes to the travel schedule or cancellations of ferries.

Note: Certain travel arrangements (e.g. non-refundable hotel bookings and selected ferry fares) cannot be changed after a reservation has been made and any such alteration request will incur a 100% cancellation charge.

After departure: If you do not use any part of the services covered by your booking e.g. accommodation, you will not be entitled to reimbursement.


If you cancel your holiday

You may cancel your travel and/or accommodation arrangements at any time prior to departure. The cancellation must be submitted by telephone or e-mail stating your booking reference and departure date. The cancellation date is the date of receipt by us of the cancellation.

Cancellations can be made to the following telephone number 08445 768 768 or 08445 768 885 (Minicom for deaf and hard of hearing). You can also cancel by email at holidays@stenalinetravelgroup.com. Contact centre opening hours are 08:00 – 20:00 (Mon – Fri) & 09:00 – 17:00 (Sat & Sun). Opening hours on public holidays may vary.

Your cancellation will be confirmed by us via e-mail. If a booking includes several products, the corresponding cancellation rules for every single product apply.

If you cancel your booking or do not commence your journey (for example, due to missed connections), cancellation charges will apply;


Cancellation charges (based on days before departure) for:

Self-catering
31 days or more 10% of the total accommodation price*
16 – 30 days 20% of the total accommodation price*
8 – 15 days 50 % of the total accommodation price*
0 - 7 days 100 % of the total accommodation price *or deposit if greater


Hotel
4 days or more 10% of the total accommodation price*
3 days or less 100 % of the total accommodation price


Ferries


As STG acts as an agent for your ferry travel, the cancellation charges that apply for the ferry element of your holiday are set out in the Terms of Business of the ferry operator.


If we change or cancel your holiday

If we are aware of any change to the details shown on our website, we will inform you at the time of booking. After you have booked, it is unlikely that we will have to make any changes to your travel and/or accommodation arrangements, but we do plan the arrangements many months in advance.

If we make a major change to your holiday (i.e. a change of scheduled ferry departure time of more than 12 hours (8 hours in the case of short breaks), a change of ferry route, a change of holiday location or change to a lower standard of accommodation – any other change is ‘minor’), we will inform you or your travel agent as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel and/or accommodation arrangements of comparable standard from us if available, or cancelling your booked holiday and receiving a full refund of all monies paid. In all cases, except where the major change arises due to reasons of force majeure, we will pay compensation appropriate to your booking;


Period before departure within which notice of cancellation or major changes notified to you or your agent. Amount you will receive from us for each paying adult or child included in the booking.
More than 8 weeks Nil
29 – 56 days £10
15 – 28 days £20
13 days or less £30


Complaints

If you have a problem during your holiday, please inform the relevant supplier (e.g. your hotelier or ferry operator) immediately to give them an opportunity to put things right. If your complaint is not resolved locally, please let us know immediately, and follow this up within 60 days of your departure by sending an e-mail to holidays@stenalinetravelgroup.com. , stating your booking reference and other relevant information. Please, keep your e-mail concise and to the point, and if possible include a daytime telephone number where we may contact you. Complaints which are submitted after this period will not be considered.


Our liability to you

(i) We accept responsibility for ensuring that your arrangements, which you book with us, are supplied as described on our website. If you have a special request for anything that is not automatically part of the travel arrangements you book through us please advise us when you book and we will pass this information on to the accommodation and/or ferry operator and/or any other supplier we work with. Where possible they will try and help you but we cannot guarantee that we, or the relevant accommodation and/or ferry operator and/or other supplier, can meet your request. We will only be bound to comply with special requests to the extent that we have specifically agreed to do so in writing on your booking confirmation. If any part of your travel and/or accommodation arrangements is not provided as promised, we will pay you appropriate compensation if this has affected the enjoyment of your holiday, unless the failure to perform or improper performance of any contractual obligation is caused by:
(a) your own fault or the fault of anybody else included in your booking or
(b) a third party unconnected with the provision of any service contracted for and the failure is unforeseeable or unavoidable, or
(c) (i) any unusual and unforeseeable circumstance beyond our control the consequence of which could not have been avoided even if all due care had been exercised; or
(ii) an event which we or any supplier of services, even with all due care, could not foresee or forestall. In any event, our liability shall be limited to a maximum of twice the cost of your holiday arrangements.

(ii) We accept responsibility for death, injury or illness caused by the negligent acts and/or omissions of our employees or agents, our suppliers and sub-contractors, whilst acting within the scope of, or in the course of their employment in the provision of your travel and/or accommodation arrangements. Subject to (iii) below we will pay to you such damages as might have been awarded in such circumstances under English law.

(iii) if any international convention applies or governs any of the services or facilities arranged or provided by us, or provided by any of the relevant accommodation or ferry providers or other third party our liability will be limited in the manner provided by the relevant international convention. In respect of carriage by sea the Athens Convention 1974 applies. You can obtain a copy of the Athens Convention 1974 from Stena Line Limited, Stena House, Station Approach, Holyhead, Anglesey, LL65 1DQ.


Passenger rights regulations

Your rights with respect to delays and cancellations pursuant to Regulation (EC) No 1177/2010 of the European Parliament and of the Council of 24 November 2010 on the rights of passengers when travelling by sea and inland waterway are set out in the Terms of Business of the ferry operator.

Your rights and our responsibilities with respect to the carriage of disabled persons or persons with reduced mobility are set out in the Terms of Business of the ferry operator.


Your liability to us

Our relationship with you is based on the terms of this contract and on our obligation to provide the contracted services to you with reasonable care and skill. You have a contractual responsibility to act in a reasonable way whilst on holiday with us. Any behavior by you which is, in the reasonable opinion of the ferry operator or site owner or manager or any other person in authority, disruptive or likely to adversely affect the enjoyment of other holidaymakers, will be a breach of the contract and our obligation to provide any contracted services to you will end.


Conditions of carriage

The contractual terms of the ferry operators will apply to this contract. These may contain terms which affect your rights to compensation. You may ask for copies of the relevant conditions of carriage from Stena Line Limited, Stena House, Station Approach, Holyhead, Anglesey, LL65 1DQ.


Data Protection

In order to process your booking and to ensure that your holiday arrangements run smoothly and to meet your requirements, we need to use the personal information you provide (such as name, address, any special needs etc.). If you are booking on our website, we use cookies. If you do not want to allow us to store cookies on your computer, please disable ‘managing cookies’ in your browser, although this may prevent you making your booking successfully online.

We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel and/or accommodation arrangements such as transport companies, hotels etc.

This includes any sensitive information you give us, such as details of any disabilities. If we cannot pass this information to the relevant suppliers, we cannot provide your booking. In making a booking, you consent to this information being passed on to the relevant persons.

The information may also be provided to public authorities such as police or customs if required by them, or as required by law. We will not, however, pass any information on to any person not responsible for part of your travel and/or accommodation arrangements. We will hold your information, where collected by us, and may use it to inform you of offers in the future, usually by e-mail. If you do not wish to receive such approaches in the future, please let us know so that we can avoid sending you unwanted communications.


Passports and Visas

It is your responsibility to ensure you have valid travel documents, including valid passports and/or visas to enter the countries you intend to visit or re-entry into the UK or Ireland. Please remember UK Nationals and Irish citizens require a valid full passport but do not require visas for travel to Holland. If you do not have the valid documents you will not be able to board. STG or the ferry operator may be liable for a fine, or other costs, if you try to travel without the correct documentation. We reserve the right to recover any such costs from you. It is your responsibility to be aware of your own individual travel requirements.

Non EU passengers are responsible for ensuring they have correct documentation. Please refer to the relevant embassy. We are not responsible for any costs incurred as a result of you being refused entry.