Important information for booking a
RED FUNNEL HOLIDAY
Please read and understand the booking conditions applying to Red Funnel Holidays. If you have any questions about the following, please connect with our customer service team and they will be happy to assist.
Customer Booking Terms & Conditions
All and any business undertaken by Southampton Isle of Wight and South of England Royal Mail
Steam Packet Company Limited, trading as Red Funnel Ferries, Red Funnel Holidays and Isle of Wight
Holidays whose registered office is at 12 Bugle Street, Southampton, SO14 2JY (hereinafter called
“the Company”), 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
Booking Terms & Conditions, 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 and or included in, or travelling on, the booking (hereinafter called “the Customer”).
No agent or employee of the Company has the Company's authority to alter or vary the conditions.
1.1 Bookings will be defined as Red Funnel Holidays bookings when they contain an applicable Accommodation element
1.2 Bookings can be made either;
1.2.1 Online at www.redfunnel.co.uk, or;
1.2.2 by calling our Contact Centre, subject to £5.00 booking fee
1.3 A discount of 25% on vehicle ferry travel (originating from and returning to Southampton) is applicable to the first vehicle (or for 4 foot passengers on the vehicle ferry only) only when booked in conjunction with accommodation through Red Funnel Holidays.
1.3.1 Applicable to new bookings only, and not valid in conjunction with any other promotional offer, voucher or season ticket. Not valid for freight or commercial vehicles.
1.3.2 Excludes any other packages already including the ferry crossing.
1.3.3 Red Funnel reserves the right to cancel or amend this offer at any time.
1.3.4 If Red Funnel is unable to fulfil an accommodation booking for whatever reason, the 25% discount for ferry travel is no longer applicable and standard ferry travel rates will apply.
1.4 Specific ‘Packages’ may be subject to their own specific Terms & Conditions, that may either work in conjunction with these and/or supersede specific noted elements, as written accordingly.
1.5 On making a booking You, the Customer, and any applicable members of the booked party are agreeing to be bound by these Red Funnel Holidays Customer Booking Terms & Conditions
1.5.1 These may include specific site or establishment rules or Terms & Conditions as detailed on the Red Funnel Holidays website or as issued directly by the Accommodation Supplier
188.8.131.52 Any concerns regarding any such site or establishment rules or Terms & Conditions should be raised directly with the Accommodation Supplier immediately, and secondly with Red Funnel Holidays in accordance with Clause 12
2.1 If booking online, full payment can be made at time of booking online via our website with credit or debit card, or PayPal.
2.2 For bookings made on the phone with our Contact Centre full payment can be made at time of booking via our Contact Centre colleagues with credit or debit card, and may be subject to a telephone booking fee, which will be detailed at the time.
2.3 For holidays booked within 30 days of outbound departure date, whether booked online or on the telephone via the Contact Centre, full payment is always due at point of booking.
2.4 Payment Plans may be available to Customers for holidays booked 61 or more days prior to outbound departure date dependant on minimum booking elements, values and booking date in relation to travel date;
2.4.1 Minimum booking value is £100;
184.108.40.206 If booking contains Accommodation only, or Accommodation and Attraction tickets or other applicable elements, Accommodation value must be a minimum of £100 for Payment Plans to be applicable
220.127.116.11 If booking contains Ferry Travel and Accommodation, regardless of what other products are included in the booking, the Accommodation and Ferry Travel combined total must be £100 or more for Payment Plans to be applicable
18.104.22.168 Other products added to a booking may not be eligible to count towards minimum values but will form part of the Payment Plan terms
2.4.2 Red Funnel Holidays Payment Plan Payment Terms; (applicable where a booking contains an accommodation element)
22.214.171.124 For bookings made 61 days or more prior to outbound departure date and adheres to the minimum value;
|Days before Outbound|
|61 or more days||10% Deposit (10% of total holidays costs incl. all booked elements)|
|60 days||50% of Accommodation cost|
|30 days||Remaining balance|
126.96.36.199 For bookings made between 31 days and 60 days prior to outbound departure date and adheres to the minimum value;
|Days before Outbound|
|60 days||100% of Accommodation cost Plus 10% of all other booked elements|
|30 days||Remaining balance|
188.8.131.52 Payments may be made by Credit or Debit card online or over the phone via the Contact Centre, as applicable and available.
184.108.40.206.1 Further payments, after initial booking and deposit via the Contact Centre are not subject to extra charge.
220.127.116.11 Payment Plan Payments are taken automatically and it is the Customers responsibility to ensure the payment card details remain valid with sufficient funds available.
18.104.22.168.1 The Customer must agree to save Credit or Debit Card details to their Red Funnel account. Card details will be stored securely with our payment provider.
22.214.171.124.1.1 If making a booking over the phone via the Contact Centre, it may be necessary for the Customer to log into their Red Funnel account and add their card details for future payments; this remains the responsibility of the Customer, and failure to do so resulting in the non- payment of Payment Plan Payments will result in the cancellation of the booking as per clause 126.96.36.199
188.8.131.52 If any payment(s) is not received the Company reserves the right to treat the booking as cancelled and levy charges as detailed in clause 8
2.5 By making any payment(s), whether in part or in full, and securing any booking, Customers are agreeing to, and are bound by, these Red Funnel Holidays Customer Booking Terms & Conditions.
3.1 Whilst Red Funnel will endeavour to provide our customers with the best prices available, Red Funnel is not a price comparison site and advertises only prices provided to us by the accommodation providers. As such Red Funnel take no responsibility, nor offer any compensation for offers or alternative pricing that may be available elsewhere.
3.2 Prices are based on projection of known costs at the time they are published (whether in print or digital format) and VAT at the applicable rate. The Company may, in certain circumstances absorb some of the increase in any changes in VAT but reserves the right to amend the VAT element of prices in the event of a change in the rate of VAT.
3.3 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,
4.1 For the avoidance of doubt, no contract exists between the Customer and the Company, and therefore no party is bound by these Red Funnel Holidays Customer Booking Terms & Conditions, until such time as the Company receives payment against a booking, whether in part or in full, and issues a confirmation.
4.2 Once received it is the responsibility of you, the Customer, to check all confirmation details and advise accordingly if incorrect.
4.3 It is the responsibility of you, the Customer, to check and adhere to any Key/Essential information detailed on the applicable Red Funnel Accommodation page and/or email confirmation and any of its attachments or links.
4.4 The Company accepts no responsibility for any incorrect or undisclosed details that result in the amendment, cancellation or non-provision of the booking, related services or part thereof by the Accommodation Supplier.
5.1 By providing the Company with your details, you are enabling the Company to process your booking accordingly. In doing so, certain details will be passed to your Accommodation Supplier, including names, telephone number(s), email address and any ‘notes’ or ‘special requirements’ as added at the time of booking.
5.1.1 Any details passed on are for the express reason of facilitating, including but not limited to booking, amendments and cancellation, of the specific booking.
5.1.2 The Company takes no responsibility for details passed to the Accommodation Supplier outside of this process and/or directly between the Customer and the Accommodation Supplier for any reason.
5.2 By making payment(s) whether in full or in part and/or accepting confirmation you, the Customer, agree to Red Funnel storing, using and passing on the contact details (to the Accommodation Supplier only) for the reasons
6.1 It is the responsibility of the Customer, but the Company highly recommends, that each traveller obtains adequate travel insurance at time of purchase but at least prior to departure.
6.2 The Company accepts no responsibility in any way (monetary or otherwise) for failure of the Customer to secure adequate insurance(s), including but not limited to amendments, cancellations, onward travel plans or any other issues arising whilst travelling or during your stay.
7.1 The Company will endeavour wherever possible and practicable to comply with amendments and alterations requests but is not bound to do so once a booking has been confirmed.
7.2 The Company reserves the right to make the following charges in case of each or any amendments or alterations:
7.2.1 £25 amendment fee. Payable at time of amendment and non-refundable.
7.2.2 Any additional costs arising from the requested changes, including but not limited to increased accommodation and/or service costs and amendment fees charged by the Accommodation Supplier
184.108.40.206 If Accommodation Suppliers choose to charge these locally/directly, this will be detailed by the Company to the Customer at the time of the amendment, and before confirming any such amendment.
7.2.3 If the amendment request pertains to the ferry travel element of the booking, the amendment terms, including but not limited to amendment fees and fare changes, as per the fare booked will apply, see Terms & Conditions of Carriage - Vehicle Ticket Types
220.127.116.11 If the ferry element to be amended relates to ‘Special Fares’ for the Red Funnel Isle of Wight Camping & Touring Package, or any other Red Funnel Package, then the relating Terms & Conditions will be that of ‘Saver Fares’, unless otherwise noted in the Red Funnel Isle of Wight Camping & Touring Package, or related Package information pages, or expressly agreed otherwise by the Company.
7.2.4 If the amendment pertains to any other element, including but not limited to ferry travel or Red Funnel supplied extras not included in the fare terms, and/or 3 rd party supplies such as events, attractions or activities, the amendment terms as per the element booked will apply.
7.3 The Company will use all commercially reasonable endeavours to work with Accommodation Suppliers to accommodate any amendment requests. However, if the Company is unable to facilitate and confirm requested changes then the Customer will have the option to accept the booking in the state prior to the amendment request, or cancel the booking, but in either instance the Terms & Conditions as set out here in the Red Funnel Holidays Customer Booking Terms & Conditions remain applicable.
7.4 By completing a booking with Red Funnel Holidays, the Customer, on behalf of themselves and any person(s) forming a part of that booking, named or not and having been part of the original party or not, at any time until travel is completed, is accepting the Red Funnel Holidays Customer Booking Terms & Conditions and all of the terms contained within.
8.1 For any booking confirmed by the Company, and later cancelled by the Customer, for any reason, cancellation charges as detailed in clause 8.2 will be payable;
8.1.1 For the avoidance of any doubt, failure to arrive for booked sailings, accommodation, events or any other booked element, on the scheduled day, and if applicable at the scheduled time, or curtailment for any reason, will be treated as a cancellation by the Customer.
8.2 Cancellation charges as detailed below are calculated in relation to the number of days prior to outbound travel that the cancellation is received by the Company
Days before Outbound Departure
|57 or more days||10% of the total holiday cost, or deposit paid (whichever is the greater)|
|56 – 28 days||30% of the accommodation cost Plus applicable cancellation terms as per fare type and/or other elements booked|
|27 - 14 days||50% of the accommodation cost Plus applicable cancellation terms as per fare type and/or other elements booked|
|13 - 7 days||80% of the accommodation cost Plus applicable cancellation terms as per fare type and/or other elements booked|
|6 days or less (including on or after departure date, non-travel/arrival, or|
|100% of the accommodation cost Plus applicable cancellation terms as per fare type and/or other elements booked|
8.2.1 The date of cancellation will be the date on which valid communication of cancellation is received by the Company, this may be via phone, email or online where available.
9.1 The Company will use all reasonable and commercially practicable endeavours to
provide all holidays as per advertised, booked and confirmed, including any
confirmed amendments where applicable. However there may be instances beyond
the Company’s reasonable control where this may not be possible.
9.2 The Company will endeavour to ensure all information advertised, in whatever
format or media, is correct and up to date, and the Company will endeavour to
provide the booked holiday, as advertised, once it has been confirmed. However,
due to circumstances beyond the Company’s reasonable control, including but not
limited to, accidents, incidents, repairs, renovations, adverse weather conditions or
changes in Government Legislation, there may be times when Accommodation
Suppliers may need to amend or withdraw services, facilities or their timings. Such
events are regrettable, but should the Company be notified of such prior to the date
of departure, the Company will use commercially reasonable endeavours to contact
and notify the Customer.
9.2.1 Available information and options available to the Customer will be
dependent upon individual circumstances and will be at the Company’s
9.3 The Company reserves the right to amend the Customers booked holiday whether
by reason of any matter stipulated in clauses 9 and 10, or otherwise, but will
endeavour to notify the Customer as soon as possible of any such amendment.
9.4 In the event of any amendments or cancellations of the Customers holiday the
Company will use commercially reasonable endeavours to offer alternative
arrangements, whether in whole or part thereof, of a similar standard to that
booked and confirmed. In which case the Customer may;
9.4.1 Accept the alternative arrangements or part thereof;
9.4.2 Purchase another available holiday from the Company;
9.4.3 By accepting clause 9.4.1 or 9.4.2 the customer is also accepting;
18.104.22.168 any refund owed where the new value is less than the previous
22.214.171.124 to pay any excess balance owed where the new value is higher than
that of the previous holiday;
126.96.36.199 If the Customer refuses to pay any applicable excess the booking in
its entirety will be cancelled and the Company will refund all monies
paid. No further compensation will be due or payable.
188.8.131.52 including accepting any refund owed where the new value is less
than the previous holiday, or paying any excess balance owed where
the new value is higher than that of the previous holiday
9.4.4 Cancel the booked holiday;
184.108.40.206 the Company will refund all monies you have paid, and no further
compensation will be payable.
9.4.5 Cancelling the activity/other element of the holiday, in accordance with that
elements’ own individual Terms & Conditions or Cancellations Policy, if
different from or not included in the Red Funnel Holidays Customer Booking
Terms & Conditions
9.5 Please note the Company’s liability for any amendments or cancellation of the
Customers booked holiday will be limited to providing alternative arrangements, or
part thereof, or a full refund of the booked holiday. Other than such refunds
detailed, no other compensation whatsoever will be payable by the Company in
respect to any costs incurred, losses or damages suffered by the Customer as a
result of any failure by the Company to provide the holiday booked and confirmed.
10.1 No responsibility will be taken by the Company for any implications caused by circumstances beyond the reasonable control of the Company and will be deemed as Force Majeure. These circumstances may include, but are not limited to, acts of God, war or threat of war, riot, civil strife, terrorist activity, industrial dispute, cyber security threats or attacks, natural and nuclear disaster, fire or explosions, governmental actions, adverse conditions, technical problems affecting transport, closure or congestion of a seaport.
10.2 In any such circumstances deemed as Force Majeure, the Company will use reasonable commercial endeavour to notify the Customer as soon as possible, as well as to limit or mitigate any implications to any element of your booked holiday, but can take no responsibility for any losses incurred in such circumstances
11.1 Ferry sailing schedules and timetables are for guidance only and are subject to change as a result of changes in the Company’s operating procedure. Where Customers have booked specific sailing times the Company will use commercially reasonable endeavours, subject to clause 10, to carry Customers, and booked vehicles where applicable, on the sailing for which the booking was made or on the nearest available sailing, subject to Red Funnel Conditions of Carriage . The Company will display any changes to the sailing schedule and timetables wherever practical, including but not limited to Red Funnel terminals, website(s), apps etc, and will endeavour to contact the Customer directly, where reasonable and applicable.
12.1 The Company hopes all Customers have a trouble free and enjoyable holiday but recognise that things can and do occasionally go wrong. In the unlikely event that any Customers find cause to complain about any Accommodation or Accommodation Supplier, or any other service provided by or in association with Red Funnel during the holiday, the following procedure must apply;-
12.1.1 Accommodation Suppliers must be given the right to attempt rectify any issues or complaints and as such all issues must first and immediately be raised with the Accommodation Supplier at the earliest opportunity. Thus, allowing the Accommodation Supplier opportunity and time to make every effort, deemed commercially reasonable, for a satisfactory resolution.
12.1.2 In addition to clause 12.1.1 Red Funnel Holidays must be contacted as soon as possible in order to fully log any issues – failure to do so will hinder the Company’s abilities to investigate or make judgement on any such complaints.
12.1.3 Any issue or complaint not made apparent to the Accommodation Supplier and Red Funnel Holidays at the original point at which the complaint or issue arises may not be investigated or deemed valid if raised at a later date.
12.1.4 Red Funnel Holidays may contact the Accommodation Supplier in order to expedite a satisfactory resolution. However, if the Accommodation Supplier fails to address the issue(s), or does so in a manner not deemed satisfactory, as agreed by the Company in its absolute discretion, and if the Customer chooses not to continue the stay in that Accommodation, the Company will endeavour, but cannot guarantee, to help provide alternative accommodation (of the same or similar standard if possible).
220.127.116.11 If alternative accommodation cannot be found at a similar standard and cost but is found but at a higher value the Customer may choose to accept this but may be liable for such charges.
12.1.5 With any alternative accommodation the Customer will initially be liable for payment in full. No refunds will be considered at initial point of complaint but will be subject to investigation as detailed in clause 12.2
12.1.6 If the Company for any reason is unable to find alternative accommodation for the Customer to relocate to, the Customer may choose to;
18.104.22.168 Remain in the booked and confirmed accommodation
22.214.171.124 Seek own alternative accommodation, in accordance with clause 12.1.5
126.96.36.199 Cancel the remainder of the holiday booking and complete return travel, in accordance with clause 8
12.1.7 Regardless of option chosen, both the Accommodation Supplier and Red Funnel Holidays must be notified at the earliest possible opportunity.
12.1.8 In any event Red Funnel will endeavour to be flexible in amendments to booked ferry travel times and amendments, but this will remain subject to availability.
12.1.9 For any complaint to be fully investigated (including whether refunds or compensation are to be considered) all complaints must;
188.8.131.52 be received by the Company within 10 days of the return date of the booking,
184.108.40.206 be in writing, either;
220.127.116.11.1 Emailed to [email protected], or
18.104.22.168.2 Posted to Customer Services
12 Bugle Street
22.214.171.124 Include the following, in detail where applicable and possible;
126.96.36.199.1 Red Funnel Booking Reference Number
188.8.131.52.2 Details of the complaint
184.108.40.206.3 Actions taken
220.127.116.11.4 Name of the person handling the complaint for the Accommodation Supplier
18.104.22.168.5 Name of the person handling the complaint for Red Funnel Holidays
22.214.171.124.6 Including/Attaching any relevant documentation orphotographic evidence that will aid the investigation or support claim(s).
12.2 Refunds or compensation will only be considered after full investigation, and only after the full complaint’s procedure has been adhered to as detailed in the Red Funnel Holidays Customer Booking Terms & Conditions
12.3 All complaints received in adherence with the Red Funnel Holidays Customer Booking Terms & Conditions will be fully investigated, including obtaining a full report from the Accommodation Supplier, and the Company will endeavour to respond to the Customer within 21 days.
12.4 The Company in this instance is an intermediary and will endeavour to remain neutral and unbiased; as such your comments will be passed directly to the Accommodation Supplier and their response passed directly to you where possible, but cannot be held responsible for any responses from Accommodation Supplier.
12.5 The Company will endeavour to facilitate a speedy and satisfactory resolution in any complaint, and in doing so it may be necessary for the Company to make judgement on evidence gathered in the investigations, which it does at its absolute discretion.
12.5.1 The Company reserves the right to make necessary judgements and to close the complaint when it deems it resolved, also reserving the right not to enter into further correspondence of the same once deemed resolved and closed
13.1 The Company’s current standard Terms and Conditions of Carriage apply to the conveyance of passengers, goods and vehicles. Copies of these 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:
13.1.1 the provisions of the Athens Convention may be applicable, and
13.1.2 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
13.1.3 the Athens Convention presumes that luggage has been delivered undamaged unless written notice is given to the carrier:
126.96.36.199 in the case of apparent damage, before or at the time of disembarkation or re-delivery, or
188.8.131.52 in the case of damage which is not apparent or of loss, within 15 days from the date of disembarkation or redelivery or from the time which such re-delivery should have taken place.
13.2 Please note that in accordance with UK Department of Transport:
13.2.1 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
13.2.2 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:
184.108.40.206 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.
220.127.116.11 all cylinders should be adequately secured against movement of the ship.
18.104.22.168 the supply should be shut off at the cylinders during the entire voyage.
22.214.171.124 leaking and inadequately secured or connected cylinders will be refused for shipment.
14.1 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.
15.1 The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for Southampton IOW & SE Royal Mail Steam Packet Co. Limited (Red Funnel Holidays) - 5268, and in the event of their insolvency, protection is provided for the following;
15.1.1 non-flight packages
15.2 ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if transportation was included in your package. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with Southampton IOW & SE Royal Mail Steam Packet Co. Limited (Red Funnel Holidays)
The company has done its best to ensure that all the information published (printed or digital formats) is correct at the time of publication to any such media. All accommodation is subject to availability.