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Red Funnel Holidays - Booking Conditions

Please ensure that you have read and understood these conditions prior to booking

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 email or printed confirmation. No agent or employee of the Company has the Company’s authority to alter the conditions. The Company is a member of The Association of Bonded Travel Organisers (ABTOT).and the security of all monies paid in respect of your holiday is protected by ABTOT (further details are available on request).

1. Your booking

1.1 Bookings may be made by telephone (a £5 booking fee may apply) or via the Internet.

1.2 Method of booking and payment options.

1.2.1  On-line "live" bookings - reservations are processed via the internet for the accommodation offering live bookings, to complete the booking, if more than 60 days prior to outward travel date, you can opt to pay in full or select the payment plan option (when booking ferry travel at the same time) the first payment, being the deposit, is non refundable.  If booking less than 60 days prior to travel then the full balance of the accommodation is required. The Company will, upon confirmation by relevant suppliers of any special requirements, issue an email or printed confirmation. If choosing the payment plan option, it is your responsibility to notify Red Funnel should your registered payment card change. Please register the new card online via and call 0844 844 9988 to notify us that the payment will be from an alternative card. If any payment(s) within the plan are unsuccessful, the booking will be cancelled which will invalidate all related documents previously sent.
1.2.2  On-line booking requests and bookings made by telephone - The Company will, upon confirmation by the relevant suppliers, yourself and be in receipt of the full payment of the holiday, issue an email or printed confirmation of your holiday, including any relevant documentation.
For the avoidance of doubt, no contract exists until the Company issues a confirmation and receives the deposit or full payment.

1.3 We recommend that all travellers obtain travel insurance before departure.

1.4 The discount on ferry travel to the Isle of Wight applies to accommodation bookings made with Red Funnel. The discount applies to return fares to the Isle of Wight on Red Funnel vehicle and foot passenger ferry services only. The ferry discount is 25% off the first vehicle in a booking (or for 4 foot passengers). Applies to new bookings only. Not valid in conjunction with any other promotional offer, voucher or season ticket. Not valid for freight or commercial vehicles. Red Funnel reserves the right to cancel or amend this offer at any time.

2. Payment of balance

Full payment must be received by the Company no later than 60 days before departure, failing which, the Company reserves the right to treat the booking as cancelled and levy charges as detailed in condition 4. For bookings made within 60 days of the departure date, full payment must be made at the time the Company confirms the booking in accordance with condition 1.2 above.

3. Alterations by you

3.1 If you wish to make changes to your booking after written confirmation has been sent to you, 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) unless the alteration only includes an amendment to ferry times, in which case a fee of £5.00 per leg will apply.

3.2 If the number of persons in a booking change, the holiday price will be recalculated on the basis of the new party size. Any increase in price per person as a result of a part-cancellation, e.g. an under-occupancy charge for a room, will be indicated along with a cancellation charge on a revised invoice. The cancellation charge will be calculated in accordance with condition 4.

3.3 As stated above, the Company will use reasonable endeavours to accommodate any other reasonable changes you may propose to your booking. However, if the Company is unable to make any change requested and you do not wish to continue with the booking as made, then the booking will be treated as cancelled on the date f your request for the change. Please note, unless the Company in its absolute discretion otherwise agree, a change of departure date or transfer to another hotel or self-catering site or activity will be treated as a cancellation (see condition 4) and not as a change to your booking.

3.4 Any additional person added to the booking will be deemed to have knowledge of and to have accepted these conditions.

4. Cancellations

4.1 For any booking confirmed by the Company and later cancelled by you for any reason, cancellation charges as detailed in condition 4.2 below will be payable.

4.2 The date of cancellation will be the date on which written communication of cancellation is received by the Company. Where a payment plan applies, the deposit is non-refundable, if subsequent payments have been made then the following scale applies:-

Cancellation is Notified to the CompanyCancellation Charge Expressed as a Percentage of a Total Holiday Cost.
 More than 56 days
 56 – 28 days
 27 – 14 days
 13 – 7 days
 6 days – departure date or after

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

5. Alterations or cancellations by the company

5.1 The Company has done its best to ensure that all information in the brochure (and website) is correct at the time of going to print and will endeavour to provide the holiday once it has been confirmed by the Company. However, after the brochure is printed, hotels/self catering parks may decide to change the meal service, 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 whether by reason of any matter stipulated in condition 6 below or otherwise.

5.2 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:

5.2.1 accepting the alternative arrangements/holiday,
5.2.2 purchasing another available holiday from the Company,
5.2.3 cancelling your holiday, or
5.2.4 cancelling the activity element of the holiday.

5.3 If you choose option 5.2.1 or 5.2.2, 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 condition 6, the Company will pay compensation on the scale shown below. If you choose option 5.2.3 or if you refuse to pay the excess (if any in relation to options 5.2.1 and 5.2.2, 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 ChangeCompensation
 per Adult
More than 28 days Nil
28 days or less: Short Breaks (five nights or less)
28 days or less: Traditional (six nights or more)

5.4 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 in condition 5.2 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 in condition 5.2 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.

6. Force majeure

Compensation payments referred to in condition 5.2 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.

7. 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 condition
6 above, 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.

8. Complaints

8.1 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 establishment, or any other service provided during the holiday, the following procedure must apply.

8.2 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 holiday establishment. Unless a complaint has first been brought to the attention of the management at the establishment the Company will not carry out a full investigation nor consider any possible relocation.

8.3 If the hotel or site 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.

8.4 Should you decide not to relocate, or the Company is unable to relocate you, you may choose to:

8.4.1 remain at the reserved accommodation/activity,
8.4.2 seek own alternative accommodation/activity, or
8.4.3 return home.

8.5 If you choose option 8.4.2 or 8.4.3, you must advise the establishment manager immediately and notify the Red Funnel Holidays Department.

8.6 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 establishment, and considering any refund, you should, in addition to the requirement in condition 8.2 above, write within ten days of returning from 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 ten 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.

9. Prices

9.1 Prices are based on projection of known costs at the time the latest brochure is printed and VAT at the applicable rate (more accurate prices appear on the Company’s website). The Company may, in certain circumstances absorb some of the increase in VAT but reserves the right to amend the VAT element of prices in the event of a change in the rate of VAT. The Company also reserves the right to amend prices where such amendments arise from Governmental action. In such cases, the Company reserves the right to vary prices accordingly, and re-invoice at the new rate.

10. Conditions of carriage

10.1 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 website 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:

10.1.1 the provisions of the Athens Convention may be applicable, and
10.1.2 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
10.1.3 the Athens Convention presumes that luggage has been delivered undamaged unless written notice is given to the carrier: in the case of apparent damage, before or at the time of disembarkation or re-delivery, or 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.

10.2 Please note that in accordance with UK Department of Transport:

10.2.1 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.
10.2.2 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: 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. all cylinders should be adequately secured against movement of the ship. the supply should be shut off at the cylinders during the entire voyage. leaking and inadequately secured or connected cylinders will be refused for shipment.

11. Booking through travel agents

Red Funnel Holiday bookings may be made through a Travel Agent. Once the holiday has been selected, the Travel Agent will make a booking which the Company will hold for an agreed period. To confirm the booking, the customer is required to pay the appropriate deposit or full balance to the Travel Agent. The Company will then send the Travel Agent a confirmation/invoice which will verify the travel details and the date any outstanding balance is due. The booking through Travel Agents is subject to these conditions.

12. 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 Association of Bonded Travel Organisers Trust whose decision on any matter in dispute shall be final and binding on the parties.

The Company has done its best to ensure that all information in this brochure is correct at the time of going to print (January 2013) or at the time of going online on the Company’s internet site (December 2013). Terms and conditions are also available online at All accommodation is subject to availability.

After the brochure is printed and information is online, serviced/non-serviced accommodation may decide to change the meal service, 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.


Consumer Protection

Red Funnel Holidays is bonded by the The Association of Bonded Travel Organisers (ABTOT). This means that if you book a ferry accommodation package with us, your money is protected should we fail for any reason.

Useful Links

Car Ferry

Isle of Wight Hotel

RedFunnel Address

Call Centre: Tel (within) UK: 0844 844 9988. Tel (Outside UK): 0845 155 2442. Switchboard: (within UK): 0844 844 2699. Fax (within UK): 0844 844 2698.

Registered in England: 002404, VAT number: GB 902 873131. All Rights Reserved, © 2014 Red Funnel (euwest-1b)(i-7c23bc30)

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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Red Jet Hi-Speed service
Southampton <> West Cowes, Isle of Wight
Service is operating normally

Passenger Vehicle Ferry service
Southampton <> East Cowes, Isle of Wight
Service is operating normally

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