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All and any business undertaken by Southampton Isle of Wight and South of England Royal Mail Steam Packet Company Limited, trading as Red Funnel Holidays at 12 Bugle Street, Southampton, Hampshire SO14 2JY including where appropriate its employees agents independent contractors and sub-contractors who shall all have the benefit of the defences and limitations provided by these conditions (“the Company”) is transacted subject to the conditions set out below and each condition of any agreement between the Company and all those listed on a Booking Form on whose behalf the signatory has signed. No agent or employee of the Company has the Company’s authority to alter the conditions. The Company is a member of the Passenger Shipping Association and the security of all monies paid in respect of your holiday is protected by the Passenger Shipping Association Bonding Scheme (further details are available on request).

Your Booking
Bookings may be made by telephone (a £5 booking fee may apply) or via the internet.

The Company will, upon confirmation by the relevant suppliers of your preferred holiday, require the full balance payment.  The Company will then issue by email (or printed and posted at a charge of £5) a confirmation of your booking.  For the avoidance of doubt, no contract exists until the Company receives full payment and issues a written confirmation.

Alterations by you
If you wish to make changes to your booking after written confirmation has been sent to you, and it is 14 days or more prior to departure, the Company will endeavour to comply with such requests, but is not bound. To cover administration costs, the Company will charge a fee of £25 (plus, if applicable, an additional amount reflecting the required changes).  Alterations may not be made less than 13 days prior to departure and the booking will be treated as cancelled.  Amendments to ferry times, which will incur a fee of £5 per leg, may be requested subject to availability.  Any allowed amendment to the booking must keep it within the valid dates of the package. 

Cancellations
For any booking confirmed by the Company and later cancelled by you for any reason, cancellation charges as detailed below will be payable.

The date of cancellation will be the date on which written communication of the cancellation is received by the Company as detailed on the following scale:-

Period Before Scheduled Departure Within Which Cancellation is Notified Cancellation Charge Expressed as a Percentage of a Total Holiday Cost to the Company.
More than 56 days20%
56 - 28 days30%
27 - 14 days50%
13 - 7 days
80%
6 days - departure date or after
100%

We strongly recommend you take out travel insurance, which subject to terms and conditions of the policy, may include protection against cancellation charges.

Alterations or cancellations by the company
The Company has done its best to ensure that all information on this website is correct at the time of going online and will endeavour to provide the holiday once it has been confirmed by the Company. However, after the website is updated, parks may decide to change their details or facilities may be withdrawn temporarily due to repair, renovation, adverse weather conditions or changes in Government Legislation. Such events regrettably, are beyond the Company’s control, however, when advised of any significant changes, the Company will endeavour to contact you prior to date of departure. The Company also reserves the right to amend the holiday at any time.

The Company will use reasonable endeavours to offer alternative arrangements or an alternative holiday in the event of any amendments/cancellation by the Company in which case you will have the choice of either:

1. accepting the alternative arrangements/holiday,

2. purchasing another available holiday from the Company,

3. cancelling your holiday.

If you choose option 1 or 2, the Company will recalculate the cost of your holiday and will refund the excess monies you have already paid if the new holiday is of a lower value to the one originally booked. If the new holiday is of a higher value then you will be required to pay the excess. In addition but subject to Force Majeure, the Company will pay compensation on the scale shown below. If you choose option 3. or if you refuse to pay the excess (if any in relation to options 1 and 2), the Company will refund all monies you have paid and no further compensation will be payable.

Period Before Scheduled Departure Within Which you are Notified of a Change Compensation per Adult
More than 28 days
Nil
28 days or less (3/5 Package)
£10.00

Please note the Company’s liability for any amendments or cancellation of your holiday will be limited to providing you with alternative arrangements/holiday or a full refund of your holiday. The compensation payment referred to above will be payable by the Company as a goodwill payment and other than such compensation payment and any refunds by the Company as referred to above, no other compensation whatsoever will be payable by the Company for any loss damage or any consequential loss you may suffer as a result of any failure by the Company to provide the holiday originally booked.

Complaints
The Company hope you have a trouble free and enjoyable holiday, but recognises that things can and do occasionally go wrong. In the unlikely event that you find cause to complain about the holiday park, or any other service provided during the holiday, the following procedure must apply.

1. In order for the problem to be resolved on the spot, the complaint MUST IMMEDIATELY be brought to the attention of the management at the camping/holiday park. Unless a complaint has first been brought to the attention of the management at the park, The Company will not carry out a full investigation nor consider any possible relocation.

2. If the holiday park manager is unable to resolve the problem to your satisfaction, and you choose not to continue your holiday at the reserved accommodation, the Company will endeavour, but cannot guarantee, to provide alternative accommodation or, as the case may be, alternative activity. You could, however, be liable for payment in full for the new booking. Any refund cannot be considered on the day.

3. Should you decide not to relocate, or the Company is unable to relocate you, you may choose to:
3.1 remain at the reserved holiday park,
3.2 seek own alternative holiday park, or
3.3 return home.

4. If you choose option 3.2 or 3.3, you must advise the park manager immediately and notify the Red Funnel Holidays Department.

5. In any event, in order for the Company to carry out a full investigation of the complaint including obtaining a full report from the relevant holiday park, and considering any refund, you should, in addition to the requirement in condition 1. above, write within 10 days of returning from your holiday, giving your booking reference, details of the complaint, what action was taken, the name of the person who dealt with the complaint and attaching (if any) any relevant documentation. If the Company is not notified within 10 days of your return from holiday, the investigation may be seriously hampered. Should this prove to be the case, the Company reserves the right to reject the complaint.

Force Majeure
Compensation payments referred to in condition above, do not apply to changes caused by circumstances beyond the reasonable control of the Company including, without limitation, acts of God, war or threat of war, riot, civil strife, terrorist activity, industrial dispute, natural and nuclear disaster, fire or explosions, governmental actions adverse conditions, technical problems affecting transport, closure or congestion of a sea port.

Routings and Timings
Ferry sailing schedules are for guidance only and are subject to change as a result of changes in the Company’s operating procedure. In the event that passengers have booked specific sailing times the Company will use reasonable endeavours, subject to Force Majeure, to carry passengers or cars on the sailing for which the booking was made or on the next available ferry. The Company will display any changes to the sailing schedule at the ferry terminal and/or on their website.

Conditions of Carriage
The Company’s current standard Terms and Conditions of Carriage apply to the conveyance of passengers, goods and vehicles. Copies of the Conditions are available on the Company’s web site or otherwise on request at the Company’s offices. In accordance with the Carriage of Passengers and their Luggage by Sea (Domestic Carriage) Order 1987, the Company gives the following notice:

1. the provisions of the Athens Convention may be applicable, and

2. the Athens Convention in most cases limits the carrier's liability for death or personal injury or loss of or damage to the luggage (including a vehicle) and makes special provisions for valuables, and

3. the Athens Convention presumes that luggage has been delivered undamaged unless written notice is given to the carrier:

3.1.1. in the case of apparent damage, before or at the time of disembarkation or re-delivery, or

3.1.2. in the case of damage which is not apparent or of loss, within 15 days from the date of disembarkation or re-delivery or from the time which such re-delivery should have taken place.

Please note that in accordance with UK Department of Transport:

1. the provisions of the Athens Convention may be applicable, and

2. the Athens Convention in most cases limits the carrier's liability for death or personal injury or loss of or damage to the luggage (including a vehicle) and makes special provisions for valuables, and

3. the Athens Convention presumes that luggage has been delivered undamaged unless written notice is given to the carrier:

3.1.1. in the case of apparent damage, before or at the time of disembarkation or re-delivery, or

3.1.2. in the case of damage which is not apparent or of loss, within 15 days from the date of disembarkation or re-delivery or from the time which such re-delivery should have taken place.

4. when motor vehicles are shipped, drivers must ensure that the petrol tank is not so full as to create a possibility of spillage and that the ignition is switched off.

4.1. the carriage of gas cylinders in caravans and boats on RORO ferries. All cylinders must be declared by passengers to the officer-in-charge of the vessel and the following conditions will apply:

4.2. the maximum number of cylinders carried is three, except in the case of small expendable cartridges hermetically sealed and packed in an outer container, when up to twelve may be carried.

4.2.1. cylinders should be adequately secured against movement of the ship.

4.2.2. the supply should be shut off at the cylinders during the entire voyage.

4.2.3. leaking and inadequately secured or connected cylinders will be refused for shipment.

Law and Jurisdiction
English law shall apply to any dispute under these conditions and the parties submit to the non-exclusive jurisdiction of the English Courts save that in the first instance any dispute under these conditions shall, if not resolved between the parties in the first instance, be referred by the parties to the Passenger Shipping Association whose decision on any matter in dispute shall be final and binding on the parties.

All information is correct at the time of going online – January 2012.

RedFunnel Address post@redfunnel.co.uk.

Contact Centre: For travel, accommodation and enquiries call +44 (0)23 8001 9192

Switchboard: Tel +44 (0)23 8024 8500. Fax +44 (0)23 8024 8501.

Registered in England: 002404, VAT number: GB 902 873131. All Rights Reserved, © 2014 Red Funnel (i-fdb2466b)

Isle of Wight Port Addresses: Red Funnel Isle of Wight Ferries, Trinity Road, East Cowes, Isle of Wight PO32 6RA | Red Funnel Red Jet Ferries (West Cowes), Fountain Yard, West Cowes, Isle of Wight PO31 7AR.

Southampton Port Addresses: Red Funnel Isle of Wight Ferries (Terminal 1), Terminal 1, Dock Gate 7 off Town Quay Road, Southampton, SO14 2AR | Red Funnel Red Jet Ferries (Terminal 2), Terminal 2, Town Quay, Southampton SO14 2AQ.

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Southampton <> West Cowes, Isle of Wight

Service is operating normally

 
 

Southampton <> East Cowes, Isle of Wight

Service is operating normally

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