Terms and Conditions
If you have any questions about our Booking Terms and Conditions please contact us
1. How do I reserve a coach?
Bookings must be made using our online booking form or by fax or letter. An agreed deposit (usually 25% of full charge) is required to secure the booking. This deposit should be sent to our office, along with a completed copy of our booking form giving details of your full requirements for the hire. You should check the details of the hire carefully and notify us immediately of any errors or changes. Provisional reservations will be held for a period of up to 4 working days - if a deposit is not received within this period your reservation may automatically be cancelled without notice.
2. When is the balance due?
The balance for all hires is due not less than 14 days prior to the departure date. Any bookings made where travel is required within 14 days of date of booking, must be paid in full at time of booking. We accept payment by Cash, Cheque (must be with us a MINIMUM of 7 days prior to travel, to allow time for clearance), Bankers Draft, or Credit Card (this transaction may incur further charges). (we need to make arrangements to do the last 2 options)
3. Is there a cancellation fee?
Yes. Should you need to cancel your booking you should inform us by telephone, and then follow this up in writing. Our Cancellation Charges are:
*All costs contributable to external suppliers i.e. (Ferry charges, Guides etc) booked on your behalf may be payable in full. This price will be confirmed when you cancel.
- More Than 14 Days: Deposit Only*
- Less Than 14 Days but more than 48 Hrs: 50% of Total Coach Hire*
- Less Than 48 Hrs: 100% of Total Hire Cost*
4. Can I amend my booking?
Yes. If the change is minimal we do not charge for alteration. However if the amendments change the structure of the hire, then extra charges may occur, chargeable at an applicable rate. LS Travel shall deem the alteration to be minimal or not.
5. Is waiting time changed?
If the waiting time exceeds the hours of the hire, then we make charges per hour or part thereof. These charges are variable according to the hire. Our drivers are governed by EEC Drivers Hours Regulations and these regulations will not be breached under any circumstance.
6. Is the price guaranteed?
The accepted quotation is guaranteed providing the payment schedule for the hire is adhered to and the original structure of the hire is not altered. Once a confirmation has been issued to the hirer, providing there are 30 days prior to the departure date, the company reserves the right to pass on increases in the cost of fuel, taxes imposed by the Governments of the UK and of other countries to be visited during the journey, road tolls, and foreign currency. No surcharges will be levied within 30 days of departure. On notification of such surcharges, the hirer may cancel the booking subject to the scale of cancellation charges shown in paragraph 3. We cannot guarantee the price of external suppliers services booked on your behalf, as this is beyond the control of LS Travel.
In the event of the failure of the company to provide the booked service any refund will be limited to the amount paid for the hire.
8. Do I need travel insurance?
You are covered travelling within our vehicle under Road Traffic Act Insurance Requirements. It is not compulsory to take out further travel insurance although we highly recommend that you do, especially when travelling outside the UK. It is your responsibility, and the responsibility of all passengers in the group to ensure that everyone is adequately insured and has correct travel documents when travelling outside UK.
9. How do I complain?
Should you have reason to complain during the hire, you should inform the driver or courier who will endeavour to rectify the problem for you. If the matter cannot be rectified at the time, you must notify us in writing so that we are in receipt of your complaint within 21 days of the completion of your travel, details of the complaint including date of hire and booking name should be made in writing to:
LS Travel, Spawell, 28 Selah Drive, Swanley, Kent. BR8 7WD (alternatively you can complete our feedback form).
We are confident in being able to reach an amicable resolution to any complaints we receive, however, in the unlikely event of a dispute arising between us concerning the terms of hire, then such dispute will be determined by arbitration. Either you or LS Travel may apply to the Institute of Arbitrators for the case to be heard before an official arbitrator. Any contract between us shall be deemed to have been made under English Law. Complaints arising will also be dealt with under English Law.
- Comments that are written on any questionnaire forms will not be classed as or treated as a formal complaint.
- Failure to establish your complaint immediately in accordance with the above procedure may effect the outcome.
- All complaints that are received are thoroughly investigated and customers are kept informed at each stage of the investigation.
- Sometimes investigations can take time if resolving them includes dealing with other agencies involved in the overall circumstance.
- Please note that we can only respond to one complaint per booking
10. Our responsibilities to you
LS Travel shall supply all the inclusions of the hire as specified in the hire confirmation. We accept responsibility for acts and/or omissions of our employees. We make every effort to adhere to agreed timings, but cannot guarantee this.
We do not accept responsibility for:
- Bodily Injury, death or sickness to the signatory of the contract or any other persons except where this is caused by a member of LS Travel's staff. In this case LS Travel has £5,000.000 Indemnity for third party personal injury arising out of travel on an LS Travel vehicle. This is NOT passenger travel insurance.
11. We do not accept responsibility or liability for:
LS Travel shall not make any refund or compensation in such circumstances.
- Delays or failure to carry you, or for breach of contract where caused by circumstances beyond our reasonable control. The following shall be considered to be circumstances beyond our reasonable control: severe weather conditions, accidents causing delays on the route, unforeseen traffic delays, strike/industrial action, compliance with requests from the police, customs or other government officials and security services, deaths and accidents on the road, vandalism and terrorism, riot or local disturbance or unrest, problems caused by other customers.
- Amenities supplied by third parties such as ferry companies, hotels or any other party contracted on your behalf.
- Any delays caused by strike action, except where such strike action is caused by the employees of LS Travel. 'Acts of God', war or threat of war or any other circumstances affecting passenger safety.
- Any theft or damage to properties of the signatory of the contract or any other person travelling within the contract, except where such theft or damage is caused by a direct action of the employees of LS Travel.
- Delays caused by passengers arriving to the coach later than the specified time of departure or for passengers being held by police, immigration or customs officials. Where such delays are caused the driver shall depart at the specified time and may leave any passenger(s) behind.
- Passengers refusal to adhere to the 'housekeeping guidance' which will be made known to all passengers at the start of the journey.
The route used, unless the Hirer has advised of a particular route or places to be passed en-route, will be specified on the confirmation letter, and will be at the discretion of the Company and/or the Driver.
13. LS Travel Conditions of Carriage
We require that the group organiser or their representative makes themselves known to the driver/courier as soon as possible to discuss any special requirements re travel arrangements or passengers' individual needs.
A Driver's Hours
The hours of operation for the driver are regulated by law, and the hirer accepts the responsibility of ensuring the hire keeps to the hours and times agreed by the company. Neither the hirer nor any passenger shall delay or otherwise interrupt the journey in such a way that the driver is at risk of breaching regulations relating to driving hours and duty time. If any breach is likely to occur, the hirer will be responsible for any additional costs incurred unless it is outside the control of the hirer.
B Seating Capacity
At the time of booking the legal seating capacity will be specified. The hirer must not load the vehicle beyond capacity.
The vehicle's powered chairlift is only to be operated by a member of LS travel.
Wheelchairs will be secured to the vehicle and seat restraints will be applied only by a member of LS Travel.
We require that all passengers using the passenger lift facility be at the journey's pick up points in advance of other passengers. This is to ensure that 'walk on' passengers are able to make best use of available time and that the working space around the lift and wheelchair area is clear and hazard free
We require that you allow additional time for boarding, 'comfort break' and other short stops to accommodate the needs of passengers using the lift or travelling in their wheelchairs; and adapt your itinerary to suit.
We require that if any disability equipment requires the efforts of two people, that you provide, and insure, the 2nd able-bodied person to assist our driver
No bill, poster or notice is to be displayed on any vehicle without the written consent of the company.
No pets shall be carried without the written permission of the company. Guide dogs and hearing dogs are allowed but the company must be informed prior to the date of hire. It is important to note that Eurostar and Eurotunnel do not permit the carrying of any animals.
Musical instruments or radios etc. may be played with permission from the driver.
Smoking is not permitted under any circumstances in our coaches.
Alcohol is only permitted with written permission from the Company. Law prohibits the carrying of alcohol on any part of a coach travelling to or from a designated sporting event. Detailed information is contained in the Sporting Events (Control of Alcohol) Act 1985 and as amended 1992.
It is strictly forbidden for any person to carry or consume drugs of any description except where such drugs are prescribed by a doctor. You may be required to produce medical evidence especially when leaving or entering countries.
J Duty-free and duty paid goods
It is your responsibility alone to ensure that you remain within the current laws with regard to Duty Free and Duty Paid regulations. The company shall not accept responsibility for any delay or confiscation of goods whatsoever. Copies of these regulations are obtainable from every place of departure from Great Britain. The driver shall decide on the amount of heavy goods that the coach can legally carry. Their decision is final.
It is your responsibility to ensure that you return to the coach at the times stated by the driver. These times must be strictly adhered to in order to keep running schedules within the current laws. The driver's stated times are final and no refund or compensation shall be made to anyone returning late or thereby missing the coach.
L Food and drink
Passengers are welcome to bring on board the coach hot drinks, provided they are fitted with a safety lid to avoid spillage, cold non-alcoholic drinks and cold food.
M Disorderly conduct
Passengers are asked to behave in a reasonable, sensible and lawful manner on the coach and shall not: be abusive or threatening to any staff or any other person; or conduct themselves in a way which may endanger them, the coach, or any person or property on board the coach; or obstruct the driver or courier in the performance of their duties or fail to comply with their instructions; or behave in a manner which causes discomfort, inconvenience, damage or injury to other persons; or obstruct or allow any of their luggage to obstruct any aisle or emergency exit; or board the coach whilst they are seriously ill or suffering from any serious contagious illness.
If a passenger fails to comply with any of the behaviour rules above, or we have reason to believe they may continue any conduct in breach of those behaviour rules, we shall be entitled to restrain them, remove them from the coach, refuse them further carriage without refund, and take any other measures as we consider necessary to prevent continuation of such conduct.
The company reserves the right to refuse travel to anyone it deems to be a nuisance or danger to its employees or passengers. In extreme cases of nuisance or danger the company may ask the police to assist in requiring the person(s) concerned to alight. The Company reserves the right to prosecute such offenders.
Whilst we will offer to work with the group organiser in using reasonable efforts to control the behaviour of passengers on the coach, we will not be liable for any act or omission of any other passenger on the coach.
The hirer is responsible for any damage caused to the vehicle by any passenger for the duration of the hire.
* Unless otherwise agreed at time of hire agreement
Any infringement of these conditions could render your hire with LS Travel terminated without refund or compensation.
14. General information
Passports and Visas
It is your responsibility to ensure that you are carrying the correct currency for each country visited, along with a current EC passport, or Non-EC passport with relevant visas. UK citizens travelling abroad MUST have a valid 10-year passport before they leave the UK. We strongly advise all our customers to keep their passports securely on their person. British citizens should allow sufficient time from the date of posting a correctly completed application form to receipt of their passport.
E111 FORM - On all trips to the Republic of Ireland and any trip to a Member State of the EC, it is advisable to carry with you a completed E 111 card. This form to request such a card is available from the Post Office and entitles you to free or reduced cost emergency state medical treatment in the EC. At present, there are no special health requirements, such as inoculations. As health recommendations vary from time to time you should seek medical advice prior to departure.
Holders of non-EC passports may well be subject to varying visa requirements for certain countries visited, and they should check either with a 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 routes into Continental Europe travel through France via the Dover to Calais short sea crossing/Eurotunnel. We cannot accept responsibility if passengers are not in possession of the correct travel documents and we cannot entertain any refunds in respect of uncompleted travel and/or additional expenses incurred.
Generally, one suitcase plus one small piece of hand luggage is allowed. Hand luggage means something that is capable of fitting in an overhead luggage rack or under seats. It is your responsibility to ensure that your luggage contains no dangerous substances and is correctly loaded and unloaded.
We may agree to carry additional luggage such as folding/dismantled bicycles, collapsible pushchairs, manual wheelchairs and other disability aids, subject to available space, and provided that they are able to be packed securely. If we agree to carry any particular luggage on any booking this does not mean that we have agreed to carry that luggage on any subsequent booking you make. Fragile items such as electrical goods, portable televisions and radios will only be carried if they are of reasonable size and able to be securely fastened. Our driver will load your luggage on or off the coach except where in the reasonable opinion of the driver, an item of luggage exceeds the recommended weight, whereby you will be responsible for the lifting of your luggage, on or off the coach.
We are not obliged to carry any of the following items of luggage, and you may not bring them onto the coach without our permission: any weapons, drugs or solvents (other than medicines), live or dead animals, fish or insects, battery powered wheelchairs / disabled scooters, prams, non folding pushchairs, non-folding bicycles and surfboards, or any items which are in our opinion unsafe, or may cause injury or damage to property, or which are considered by us to be unsuitable for carriage by reason of their weight, size, shape or character, or which are fragile or perishable, or items with sharp or protruding edges, or any item over 20kg in weight.
If you take any of these items onto the coach, we may remove them from the coach immediately on discovery, and leave them outside the coach, wherever they may be situated. If you have any doubts as to whether we will carry any particular item, you should check with us prior to your travel date or with the driver on the day. If you take any prohibited items of luggage onto the coach, we shall not be liable for any loss or damage occurring to such items for any reason whatsoever.
You must pack all of your luggage safely and securely, and lock and fasten it, with a view to protecting your luggage from loss, damage or interference, and to protecting any other property on the coach from being damaged by your luggage. Any luggage that is given into our custody should be clearly and appropriately labelled and include a contact mobile telephone number where possible. We will not be obliged to carry any luggage that has not been properly packed or labelled.
All luggage, other than hand luggage will be stored in any hold or other storage compartment on the coach, and not in the passenger compartment of the coach.
Drivers will load and unload luggage, except as described above, but it is your responsibility to see your luggage put on and taken off the coach. Excepting for any luggage stored in the hold of a coach, you must also look after your luggage at all times.
Our driver is only permitted to stop and load or unload luggage in suitable safe and designated loading places.
The driver shall inform you of any security measures being taken whilst you are away from the coach and it is your responsibility to decide whether or not to leave your luggage behind. It is the hirer's responsibility to minimise risk of loss when property is left unattended.
The hirer should notify the company or the driver if items of exceptional value are to be carried on the vehicle.
Small valuable items should not be stowed in the luggage hold under any circumstances but should be taken on board the coach as hand luggage. Small valuable items includes money, medication, jewellery, precious metals, laptop computers, personal electronic devices, negotiable papers, securities or other valuables, business documents, passports, visas, tickets and identification documents. Small valuable items may be placed in the overhead racks or under your seat, but should not be left unattended by you. If placed in the overhead racks, you are responsible for ensuring your luggage is packed safely and securely so as to avoid accident or damage. Where possible, small valuable items should be carried on your person.
If we find any of your luggage on the coach we will store it at such location as we may decide, but all such storage will be at your risk. We may charge you a reasonable administration fee for the storage and return of your lost luggage.
If you have not collected your lost luggage within 1 month of our finding it, we may dispose of your luggage in any manner we wish, including by destruction or sale, and we shall be entitled to keep any sale proceeds. We shall be entitled to open and examine any left or lost luggage. If there are any items which we consider are dangerous or perishable or otherwise unsuitable for storage, we shall be entitled to dispose of those perishable items within 48 hours of our receiving or finding such items.
If during any journey you should lose any of your luggage or any of your luggage is damaged you must notify the driver as soon as possible after you discover the loss or damage. If you find any property on the coach you should hand it over to the coach driver where possible.
Your luggage shall be at your risk at all times, and we will only be liable for any loss of or damage to your luggage caused by our negligence. Our maximum liability to you for any loss of or damage to your luggage, whether for breach of contract, breach of any duty of care in relation to the luggage, our negligence, or any deliberate or negligent acts of any of our drivers, shall be limited to £1,000 for any one claim, for all such loss or damage. This does not include the first £100 of any claim that you may be asked to pay. You should insure your luggage with reputable insurers against all usual and normal risks of loss or damage, to the full replacement value of the luggage, with no excess.
16. Changes to itinerary
From time to time LS Travel may have to change certain aspects of a given itinerary. Wherever possible such changes shall be notified to you in advance.
17. Use of vehicles
While every effort shall be made to supply a LS Travel coach, sometimes a vehicle becomes unavoidably unavailable. In such cases we shall supply the highest standard of vehicle available to us at the time. This form of hire shall be known as 'a sub-hire'. For operational reasons the Company reserves the right to supply a vehicle of a higher specification than reserved at no additional cost.
18. Retention of vehicle
Unless previously agreed with the company, it should not be assumed that the vehicle will remain at the destination until time for the return journey for hirer's use.
19. Wearing of Seatbelts
Under EC Directive 2003/20/EC it is compulsory for all passengers to wear seatbelts.
Failure to wear seat belts will compromise any possible claim for personal injury.
A person making bookings for others, including party bookings, warrants and confirms that he/she has the authority of all individuals concerned to accept these conditions on their behalf and that all individuals concerned accept that they are bound by the conditions. Once we have confirmed the booking these terms and conditions become valid. You as the hirer are liable in all aspects.
Nothing in these terms and conditions affects your statutory rights under English law.