No surcharges - guaranteed
Foreign Office Advice
What to pack
Passports and travel documentation
Disabilities and medical conditions
Eurostar departure times
Maintenance and development work
Our ABTA membership
Our AITO membership
Links to external websites
Head office and contact address
Before you go
Booking confirmation/invoice and tickets
A deposit is required to reserve any of our holidays. Bookings can be made over the phone by contacting our Reservations team on (01904) 521936, directly on the website, or via selected Travel Agents. Full payment is due at the time of booking if less than 60 days (70 for cruise holidays) prior to departure. Once your booking is confirmed we will send you a confirmation summarising the arrangements made on your behalf, the outstanding balance and the date by which it must be received by us. Please check these details carefully and contact us immediately if there are any inaccuracies. Ensure that the title, initials or forenames and surnames shown on the confirmation match those on your passport, as we will make your travel reservations using this information and any inaccuracies will cause problems at a later date. As your holiday approaches, we write to you again approximately 10-12 weeks prior to your departure to remind you of certain points concerning your holiday. Your travel documents are sent out approximately 2 weeks prior to departure, although in most cases (apart from Eurostar tickets) the tickets will be held by your Tour Manager and handed out as required.
No surcharges - guaranteed
Once you have booked and paid us the appropriate deposit for your holiday, we guarantee that you will not be surcharged. This means that even if a cost increase is imposed upon us by a supplier - for example due to an increase in fuel costs - and we need to increase the holiday price for all new bookings, we guarantee that a price rise will not affect you, if you have already booked your holiday. It really does pay to book early.
Foreign Office Advice
Global and political situations do change. Your safety is our first consideration and if the Foreign Office advises against travel to a certain country, we act on this advice. The Foreign Office issues regular advice and updates. You are advised to check this information on their website www.fco.gov.uk/knowbeforeyougo or contact the FCO Travel Advice Unit on 0845 850 2829 before you travel.
What to take with you
Taking the right luggage on holiday can make the difference to your enjoyment. Although we try and arrange porterage where we can, you will usually need to lift your own suitcase onto and off trains, and as many European trains do not have a specific luggage carriage, you will have to stow your case in the designated area within the carriage or in the rack above your seat. You may also need to carry it some distance between platforms/stations or to hotels. With this in mind, we recommend that you take one small suitcase and one piece of hand luggage per person. A good tip is to try lifting your luggage up and down the stairs at home to see how comfortable you are transporting your luggage while on holiday.
As a guide, we recommend one suitcase and one small piece of hand luggage per person, and suggest the popular 'vertical' suitcases with built-in wheels and a retractable handle measuring around 61cm x 38cm x 23cm - (24" x 15" x 9"). For our worldwide holidays, all luggage must adhere to the strict luggage restrictions imposed by the scheduled airline used on our holiday.
If you would like to avoid carrying your cases from home, across London, and all the way to your holiday destination, Treyn is pleased to recommend the services of both "Carry My Luggage" and "The Baggage Man". Both independent companies offer a cost-effective and reliable door-to-door luggage collection and delivery service. Your case will be collected from home a few days prior to the holiday departure so that it can be waiting for you at your main hotel. On the way home, you can leave your case behind in the hotel to be collected and returned home. The services are available either one-way or return. Further details of these services are available on request.
What to pack
Casual dress is acceptable on the majority of our holidays, there is no pressure whatsoever put upon our customers to conform to one strict dress code - it is your holiday and you should feel comfortable. People do tend to dress slightly more formally, especially in the evenings, on cruises, or for gala/farewell dinners. We have tried to give you an indication of the dress code on cruises. Where there is a specific dress requirement, we will advise you within your holiday documentation.
Passports, visas and insurance
Passports and travel documentation
Please note that you are entirely responsible for ensuring that everyone in your party has the necessary correct and up-to-date personal documentation before you start the holiday. We do not accept any liability if you or any member of your party is refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.
It is your responsibility to ensure that each person travelling in your party has a current valid passport plus any visas required for non-UK/EU citizens. For British Citizens, a standard 10-year British passport is required for all holidays which must be valid for at least six months beyond your planned date of return travel. If your passport expires before this, or if your passport is endorsed in any way, it may still be acceptable, but you should contact your local passport office or the consulate or embassy of the country/countries you plan to visit/transit through, for detailed advice. Further information can be found on the Foreign and Commonwealth Office website (http://www.fco.gov.uk). Non-British citizens should also check passport and visa requirements with the relevant consulate(s). Customers applying for a first British passport should allow at least six weeks to obtain one as they are now required to attend a personal interview with the Passport Office. Customers renewing their passport should allow a minimum of two weeks. However, in all cases, please apply as far ahead as possible so as to allow time for unexpected delays.
We will advise British Citizens with a British passport at the time of booking of any visa requirements. If you have a British passport issued outside of the UK or if you are not a British Citizen, you must check entry requirements with the relevant embassy or consulate of the country/countries that you plan to visit or transit through.
We indicate in the 'Departure Panel' section of each tour whether British Citizens require a visa to enter the country or countries included in the holiday. The countries for which a visa is needed (by British Citizens holding a British passport) are listed below along with the details of how these may be obtained.
The process of applying for holiday visas with embassies can often be confusing, tedious and time consuming as rulings change on a regular basis. We therefore recommend a Visa Agency who are an established and experienced Visa Agent; saving you time and worry. Dealing with this Visa Agent avoids costly trips to visit embassies to spend several hours queueing or making endless telephone calls. The agent takes care of all the necessary paperwork; and importantly they make sure you get the right visas on the right dates for the holiday that you are travelling on. Whilst you are free to apply with embassies directly, many customers have mentioned that peace of mind is the biggest advantage that the agency offers through their service, knowledge and efficiency - money well spent.
Please note that this Visa Agency is not affiliated with Treyn Rail Holidays in any way; this is simply a recommendation based on our experience.
|India||British Citizens require a tourist visa. Applications must be made through VFS India - an agency acting for the Indian High Commission. Our recommended visa agency will assist with applications.|
|Turkey||British nationals need a visa to enter Turkey, except for cruise ship passengers entering the country for a day trip and returning to the ship the same day. British Citizens can get a multiple entry visitor visa, valid for 90 days, on arrival at any port of entry on payment of £10 in cash (Scottish currency is not accepted). You can also get a visa in advance online at www.evisa.gov.tr (if you're visiting as a tourist or on business) or from the Turkish Consulate in London.|
British Citizens must obtain clearance to enter the United States at least 72 hours prior to departure by completing the ESTA (Electronic System for Travel Authorisation) form online at esta.cbp.dhs.gov. Details of how to obtain the clearance will be sent to you with your confirmation of booking. An administration fee is required to obtain the basic clearance.
Clearance is granted providing the conditions of the US Visa Waiver Programme (VWP) are met. Under the VWP, you must have a valid, individual, machine-readable passport. A British passport is machine-readable where there are two lines of letters, numbers and chevrons (>>>>) printed at the bottom of the personal information page. If there are no lines of text, the passport is not machine-readable and you will need to apply for a US visa. Please note you will not be eligible to enter the US visa-free if you have certain serious communicable diseases, a criminal record or if you have been arrested, even if this did not lead to a conviction. If you do not meet the conditions of the VWP, you will need to apply for a special restricted visa ASAP. The application process can be lengthy and could also involve an interview. There may be a cost incurred.
Please note: When travelling on any of our cruise holidays, if you wish to explore the ports independently then you may need to obtain visas. Contact us for details.
We will forward full details about applying for your visa through our recommended agency in good time prior to your holiday in order that you may be able to apply and receive the relevant visas for your holiday in good time prior to departure.
We endeavour to keep the information regarding visa requirements up to date but costs and requirements may change on a regular basis and we recommend that you check the latest position in good time before your departure.
Insurance and holiday duration
It is a condition of booking that you take out sufficient and appropriate travel insurance cover. We recommend you do this at time of booking so that your deposit is recoverable in the event of a cancellation covered by the policy.
It is your responsibility to ensure that all members of your party have appropriate travel insurance cover and that any insurance policy purchased is adequate for your/their particular needs and valid for the entire duration of the holiday. The duration of the holiday in the brochure includes the day of departure and day of return and is the period to be used for insurance purposes. Please remember to extend the duration of your insurance cover if you choose to extend your holiday. We do not check alternative insurance policies.
To take advantage of our insurance, please contact us for details. If you take out your own cover please advise us of the Insurance Company Name, your policy reference number and the 24-hour emergency telephone number. Read your policy details carefully and take them with you on holiday.
Health and Mobility
Disabilities and medical conditions
Although our tours are designed to be conducted at a leisurely pace, they can also be physically demanding and porterage is not always available. Regrettably, many of our tours are therefore not suitable for the disabled traveller. Please advise us before any booking is made if anyone in your party has a medical condition or disability that may affect your/their holiday arrangements or if there are any health or fitness concerns which may affect your/their ability to cope with a tour. If we are to help you choose the right holiday for your health and fitness, we must be aware of all details. Please note that Tour Managers cannot provide individual assistance with boarding trains or coaches, or handle your luggage.
It is your responsibility to provide us with full and accurate details of your mobility, health and fitness (including any disability) of all members of your party, so we can advise you on the suitability of tours. We have a Mobility team within the office who will be happy to provide guidance about our holidays and answer any further questions you may have about a specific holiday. Please advise us before any booking is made if anyone in your party has a medical condition or disability that may affect your/their holiday arrangements or if there are any health or fitness concerns which may affect your/their ability to cope with a tour. Please also remember to advise us of any changes to mobility or fitness levels between booking your holiday and travelling.
If you are in any doubt as to whether the holiday you hope to book is suitable for you, please discuss this with our Reservations Team at the time of making your booking. We want all our customers to enjoy their holiday to the full, and are here to help answer any mobility, disability, health and fitness issues concerns. You must also advise us of any change to your level of mobility between booking your holiday and joining your tour.
The Department of Health's leaflet (T7.1) "Health advice for travellers" is available at Post Offices, by phoning 0845 605 0707 or online at www.dh.gov.uk, showing health requirements and advice for the countries you are visiting. We advise you to check with your doctor in good time prior to your departure as to which inoculations are necessary. For European holidays, you should obtain the European Health Insurance Card (EHIC) for access to health care in many European countries. Further information is available from the NHS Choices website or by calling 0191 218 1999. Please note - the EHIC card is not a substitute for comprehensive travel insurance.
Accommodation and meals
All our basic holiday prices are expressed in £ sterling and are per person, based on 2 people sharing:
- Supplements for accommodation upgrades are usually expressed per room or cabin/sleeper, on the assumption that two people are occupying it
- Single supplements or prices are naturally expressed per person and cover the full duration of the tour
- In some hotels, triple or family rooms may be available and we are happy to provide a quotation accordingly
- A hotel room shared by two people may contain a double or twin beds. In some countries a double bed may consist of two beds pushed or linked together (termed as 'Continental Double')
- A single hotel room may be a 'true' single or may be a single occupancy of a double or twin room. Either way, the supplement shown is payable. We cannot guarantee single use of a double room unless this is specifically received in writing from our suppliers.
- Whilst we request for rooms to be to the same standard for all customers, hotel rooms, particularly in older properties, may differ in size and amenities offered
- All of our hotels offer en-suite accommodation. En suite facilities always consist of a private WC with either bath or shower. Some of our sleeper train services offer shared WC and Shower facilities
- Sleeping accommodation on our trains is likely to take the form of seating that converts into a berth at night
- Rooms/cabins are not usually available before about 2pm on arrival day and must be vacated by about 11am on departure day. You may request a specific configuration, room type or room location but, while we pass on all requests to our hotel partners, neither we nor they can guarantee that what you want can or will be provided.
If you have any special requests relating to your accommodation, please do not hesitate to bring these to the attention of our staff at the time of booking.
Please check the 'What's Included' panels to see what meals are included on each holiday.
Hotels: Meals are generally taken in the restaurant of the hotel. We usually dine together, with a set 'table d'hote' style menu that will often feature regional dishes. Drinks are usually not included in our arrangements.
Trains: If you are travelling in Standard Premier Class on Eurostar a light snack and drinks are included, served at your seat.
Cruise Ships: Meals are normally included, and are taken in the ship's main restaurant.
Special diets: If you have a specific dietary need please discuss it with us before you book. We will do our best to cater for special diets when notified in advance. The more information we have, the better, but even then, some suppliers find it difficult to satisfy every requirement.
If you have any special meal requests such as vegetarian, Coeliac, low fat etc. then please bring these to the attention of our staff as soon as possible in the booking process.
The price of your holiday usually allows us to reward staff who serve you during your time on a Treyn holiday and on some occasions, your Tour Manager will provide a gratuity on behalf of the group. However, there are instances when an additional gratuity may be appropriate, perhaps because it is customary in your host country, or because of the nature of the activity undertaken, or simply because you have received exceptional service.
Cruising has an established culture of tipping and your Tour Manager will be on hand to offer advice on this. Such additional gratuities will be on an individual basis and at your own discretion. However, our river cruise partners recommend you should budget for tips of approximately €8-12 per person per day, provided you feel you have received good service. On ocean cruises there is often a fixed service charge of approximately US$10 per person per day plus a 15% gratuity automatically added to bar charges and wine purchases.
If you would like to show your appreciation of your Tour Manager by the payment of a personal gratuity to him/her, previous experience suggests that a reasonable guideline would be an amount of c. £1 per person per day. However, we would stress that any amount you may wish to give as your way of saying 'thank you' is entirely a matter for your own personal discretion.
Itineraries and travel arrangements
Our holidays are planned many months in advance. We do our best to follow the detailed itineraries shown, but reserve the right to make changes if we need to react to schedule changes or local conditions. The sightseeing tours and excursions described may also have to be amended to suit local conditions or Public Holidays.
We have included only a brief description of our optional excursions in the brochure. Full details, including prices, will be sent to you around 10-12 weeks before you travel. Please note that all optional excursions are subject to a minimum number of participants in order to operate, and the day of operation may change.
We request rail reservations many months in advance in Standard Class. Although we do our best to follow the routes noted in the itinerary there might be occasions when a different routing or departure time is necessary due to timetable variations or seat availability. Increasingly, trains are 100% non-smoking, and reservations are requested in non-smoking accommodation, although at busy times we may be allocated some smoking seats. We cannot make specific requests for smoking seats. Prices quoted in this brochure are based on special fares, negotiated with our rail partners for group travel. Should you wish to travel on any Eurostar or other rail service, other than that included as part of your group holiday, a Rail Variation Fee of £20 per person per service will apply in addition to the difference in cost between our special group fare and the normal published fare applicable at time of request for the journey in question. Any change involving sleeper services will be quoted on an individual basis.
Eurostar departure times
Where possible we have included an idea of the departure time of the Eurostar service from St Pancras International within each itinerary. Please note, these times are provisional. We request Eurostar rail reservations many months in advance and on occasions it may be necessary to revise the departure time which has been stated in the brochure due to circumstances beyond our control, such as timetable variations or seat availability. Exact Eurostar departure times will be available approximately 10-12 weeks before your departure and we will write to you in the form of an Update Letter to confirm these to you.
It's not just London that can boast direct links to the Continent. Travellers from the South of England can also connect to the Eurostar at Ebbsfleet International, which is conveniently situated close to the M25 and other major road links, and the station has lots of parking spaces. For travellers who wish to avoid London, departing from Ebbsfleet International can get your holiday off to a hassle-free start.
Unfortunately not all Eurostar services to and from St Pancras International stop at Ebbsfleet International. Those people travelling from Ebbsfleet may have to travel on an earlier train from the group who depart from St Pancras International and meet them in Paris or Brussels. If this is the case, a Rail Variation Fee of £20 per person will apply as we will be required to obtain an individual ticket for you.
In the event of any undue delay, the group will be looked after in accordance with the standard practice of the scheduled carrier or transport operator. Travel Insurance policies can be worth their weight in gold under such circumstances and we strongly recommend that you take a fully comprehensive policy to cover you for your holiday.
International flights are provided by major airlines. If known at time of printing, we show the name of the airline we plan to fly with. The type of aircraft is not usually known at this point, but if it is of interest to you we are happy to provide this information when we can. Regardless of any information given in good faith, operational changes can be made by an airline at any point and we cannot be responsible for this.
Prices quoted in this brochure are based on special fares offered to us by the airlines for group travel. These represent a reduction on the normal IATA fares that generally include greater flexibility. Should you wish to book our holiday using a flight other than that shown in the brochure, a Flight Variation Charge from £40 per person will apply in addition to the difference in cost between our special fare and the normal IATA fare for the flight(s) required. Tickets at our special fare are valid only on the airline and dates shown and do not automatically entitle passengers to switch to another carrier in the case of a flight cancellation, delay or technical problem with the aircraft or the reservation.
While we pass on any airline seating requests, no guarantees can be given by us or by the airline. Additional leg-room will be provided if you purchase an upgrade.
The vast majority of flights operate without problems, although the reality of air travel in the world today is that congestion and economic pressures can lead to the possibility of lost luggage, delay, cancellation and overbooking. Crowded airports, queues, check-in, security and flights are often a test of patience and endurance, and customers should be prepared to cope with the consequences of disruption including delays. In the event of undue delay the group will be looked after in accordance with the standard practice of the scheduled carrier or transport operator. Travel Insurance policies can be worth their weight in gold under such circumstances and we strongly recommend that you take a fully comprehensive policy to cover you for your holiday.
Maintenance and development work
Every holiday visits a number of different destinations. There may well be maintenance, re-development, building, road works or track work in the vicinity of any of the hotels. If we know about such work and any associated disruption or noise that is reasonably likely to affect the enjoyment of your holiday, we make every effort to tell you about it as quickly as possible. Please appreciate that we are not the only passengers travelling on the trains or ships used in our holidays, nor the only guests staying in the hotels. We cannot be held responsible for the behaviour or noise of others.
In some countries, you may experience laws and standards that might not be the same as you are used to in the UK. On some holidays we visit countries with less advanced infrastructures. Travellers with an open, yet cautious mind and a flexible approach should enjoy the experience.
ABTA, ATOL and AITO
Our ABTA membership
Treyn is a tour operator member of ABTA, the Association of British Travel Agents, and our ABTA number is V2170. ABTA's main aims are to maintain high standards of trading practice for the benefit of its members, the travel industry at large and the consumers they serve. Both ABTA and its members help holidaymakers to get the most from their travel and assist them when things do not go according to plan.
As an ABTA member, we are obliged and committed to follow the organisation's Code of Conduct. This ensures that our customers receive a high standard of service, fair terms of trading, and clear and accurate information on issues such as passports and visas, health requirements, and details of any alterations to your holiday. In the event of things going wrong, the Code of Conduct ensures that we respond to any complaint within strict time limits.
For further information about ABTA, the Code of Conduct and also the independent arbitration scheme available to customers if you have a complaint visit http://www.abta.com/ or call 020 3117 0500. Alternatively, ABTA may be contacted at the following address:
30 Park Street
Our ATOL number is 3278. Many of the flights and flight-inclusive holidays on this website and in our brochures are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website or in our brochures. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. Please see our booking conditions for information, or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate
Our AITO membership
Treyn is a member of the Association of Independent Tour Operators, an organisation representing over 150 of Britain's best specialist tour operators. Members of AITO strive to create holidays with high levels of professionalism and a shared concern for quality, personal service and customer satisfaction. The Association encourages the highest standards in all aspects of tour operating and all members are fully bonded for clients' protection, in compliance with UK and European regulations. Treyn - like all other AITO members - are also bound by the organisation's Quality Charter.
For further information about AITO visit http://www.aito.co.uk/ or call 020 8744 9280.
Links to external websites
Throughout the website we provide links to external websites owned by third parties, for example the Foreign & Commonwealth Office and the Department of Health. Please note that such third parties are not ABTA members and that Treyn Holidays Ltd is not responsible for the content of their sites. For links to each page of this website, see our website sitemap.
Important information about Treyn Holidays
Head office and contact address
Treyn Holidays Ltd
9 St Saviourgate
Tel: 01904 734939
Registered in England No: 3208093
VAT Registration No: 870 3844 14
Cancellation and Travel Insurance
We feel that it is essential to have good quality travel insurance in place whenever you venture abroad. We have arranged this special policy exclusively for clients of Treyn through a leading specialist broker, Voyager Insurance Services Ltd. This insurance is underwritten 100% by AmTrust Europe Ltd. Voyager Insurance Services Ltd and AmTrust Europe Limited are authorised and regulated by the Financial Conduct Authority. This policy summary does not contain the full terms and conditions of the cover. Full terms and conditions can be found in the policy document that will be sent with your booking invoice, a copy of which is available in advance upon request.
Premiums per person - UK destinations
|Duration||Age 16-64||Age 65-74||Age 75+|
|Up to 6 days||£12.50||£21.00||£27.50|
|7 to 12 days||£21.00||£36.00||£52.00|
Premiums per person - European destinations
|Duration||Age 16-64||Age 65-74||Age 75+|
|Up to 6 days||£21.00||£39.00||£61.50|
|7 to 12 days||£39.50||£69.00||£119.50|
Premiums per person - Worldwide destinations
|Duration||Age 16-64||Age 65-74||Age 75+|
|Up to 18 days||£79.00||£149.00||£205.00|
|19 to 25 days||£99.00||£175.00||£252.00|
These premiums and cover are valid at the time of the brochure going to press but could be subject to change after the date of publication. Premiums inclusive of Insurance Premium Tax at the current rate. Premium is based on age at date of departure. Maximum age at date of departure for Worldwide destinations is 79 - alternative cover for persons aged 80 and over may be arranged by telephoning AllClear on 0845 250 5350.
To be eligible for this insurance, you must:
- be a permanent resident of the United Kingdom, Channel Islands or Isle of Man and registered with a medical practitioner in your home country.
Significant or unusual exclusions and limitations
There are some situations which you are not covered for. These generally involve anything you already know about or that is caused by deliberate or careless acts on your part. Full details of these are given in the policy document. Please also see the Important Notes set out below.
Significant features and benefits
Your policy includes the following benefits which are explained in detail in the policy document:
Duration of cover
This policy of insurance will run for the period shown on your Holiday Booking Invoice.
Your right to cancel
You have 14 days from the receipt of your documentation to cancel your policy if you feel it does not meet your requirements.
Customer service/Making a complaint
Our aim at all times is to provide a first-class standard of service. If you feel this objective has not been achieved and wish to register a complaint, please contact us. Details are shown in the policy.
Financial Services Registration
We are authorised and regulated by the Financial Services Authority Our Registration Number is 488024.
We would like to draw your attention to some important features
of your insurance including:
1. Insurance document
You should read this document carefully. It gives full details of what is and is not covered and the conditions of the cover. Cover can vary from one policy to another so you should familiarise yourself with this particular insurance.
2. Conditions and exclusions
Specific conditions and exclusions apply to individual sections of your insurance, whilst general exclusions and conditions will apply to the whole of your insurance.
This insurance contains restrictions regarding pre-existing conditions of the people travelling and of other people upon whose health the trip depends. You are advised to read the document carefully.
4 Property Claims
These claims are paid based on the value of goods at the time you lose them and not on a 'new for old' replacement cost basis. Deductions will be made in respect of wear, tear and depreciation.
This insurance has limits on the amount the insurer will pay under each section. Some sections also include other specifi c limits, for example, for any one item or for valuables in total.
Under some sections of this insurance, claims will be subject to an excess. This means each person will be responsible for paying the fi rst part of their own claim under each applicable section.
7. Reasonable care
You need to take all reasonable care to protect yourself and your property, as you would if you were not insured. Any amounts the insurers will pay for property left unattended in a public place or unattended vehicle is very limited, as specified in the wording.
8. Sports and activities
You may not be insured if you are going to take part sports and activities where there is a generally recognised risk of injury. Please check that this insurance covers you, or ask us.
9. Customer service
We always try to provide a high level of service. However, if you think we have not lived up to your expectations, please refer to the wording in the policy which outlines our complaints procedure.
10. Cancellation rights
This insurance contains a 14 day 'cooling off' period during which you can return it and get a full refund, providing you have not travelled and there are no claims. We reserve the right to deduct from the rebate of premium the reasonable costs incurred in processing the original sale and cancellation. Please note cancellation rights do not apply if your contract is a short term insurance of less than one month duration.
11. Fraudulent claims
It is a criminal offence to make a fraudulent claim.
Definition of pre-existing medical conditions:
Any condition that has required referral to or consultation with a specialist clinic or hospital for treatment, tests or investigation within the 12 months prior to;
1. the date that this insurance was arranged, or
2. the date that you subsequently made arrangements for a trip (if this is an annual multi-trip policy), or
3. the date that you extended the original period of insurance, whichever is the latest.
Information you need to tell us
There is certain information that we need to know as it may affect the terms of the insurance cover we can offer you. You must, to the best of your knowledge, give accurate answers to the questions we ask when you buy your travel insurance policy. If you do not answer the questions truthfully it could result in your policy being invalid and could mean that all or part of a claim may not be paid. If you think you may have given us any incorrect answers or if you want any help, please contact Voyager Insurance Services Ltd on 01483 562662 as soon as possible and we will be able to tell you if we can still offer you cover.
You are not covered for any directly or indirectly related claims if at the time this insurance was arranged and each time you make arrangements for a trip;
• you or your travelling companions are planning to travel
against the advice of a medical practitioner, or
• you or your travelling companions are travelling specifically to seek, or you know you will need, medical treatment while you are away, or
• you or your travelling companions are on a waiting list for treatment or investigation, or
• you, your travelling companions or any non-travellers have been given a terminal diagnosis.
Terms of Insurance Business
Treyn Holidays, as a trading name for Great Rail Journeys Limited of Saviour House, 9 St Saviourgate, York, YO1 8NL, is authorised and regulated by the Financial Conduct Authority (FCA). Our Firms Registration Number is 488024. We are permitted to arrange, advise on, deal as an agent of insurers and clients, and assist in claims handling but only with respect to Connected Travel non-investment insurance policies. You can check these details on the FCA's Register by visiting the FCA's website www.fca.org.uk/register or by contacting the FCA Consumer Helpline on 0800 111 6768.
Your duty of disclosure
Your insurance is based upon the information you provide to the insurers when arranging or renewing the insurance or making any mid-term changes. You must ensure that all such information given is complete and accurate. Please take care to answer all questions honestly and to the best of your knowledge.
You are responsible for all answers or statements that you make when arranging the insurance, on proposal forms, statements of fact, claim forms or other material documents and you should ensure these are full and accurate.
If you do not answer the questions correctly at the start of the policy or fail to advise the insurers promptly of changes to the information you have given during the period of insurance, this may invalidate your insurance cover and could mean that part, or all, of a claim may not be paid.
How to cancel
You may have a statutory right to cancel this policy within a short period. If you cancel within 14 days you will receive a full refund of premium. Please refer to your policy summary or your policy document for further details. If you wish to cancel outside that period you will not receive a refund of premium except in exceptional circumstances and at the discretion of our insurer.
Protecting your information
All personal information about you will be treated as private
and confidential (even when you are no longer a customer), except
where the disclosure is made at your request or with your consent
in relation to administering your insurance, and except where law
Some or all of the information you supply to us in connection with your insurance proposal may be passed to insurance and other companies for underwriting, claims and premium collection purposes. Your data will be held in accordance with the Data Protection Act 1998, under which you have a right of access to see personal information about you that is held in our records, whether electronically or manually. If you have any queries, please write to the Customer Relations Manager at the above address.
How to claim
Please refer to your policy summary or your policy document if you need to notify a claim. You should contact the insurer direct as soon as possible using the contact details provided, If in doubt about whom you should contact, please contact us on 01904 521900.
Fees and charges
We never make charges to clients in excess of the premium amount charged by insurers.
Protecting your money
Prior to your premium being forwarded to the insurer, and for your protection, we hold premiums received as agent of your insurer and so your policy is treated as having been paid for once you have paid us.
It is our intention to provide a high level of service at all times, However, if you have reason to make a complaint about our service you should contact the Customer Relations Manager at the above address or ring 01904 521900. You may be entitled to refer the matter subsequently to the Financial Ombudsman Service. You can contact the Financial Ombudsman Service by telephone on 0845 080 1800 and further information is available at www.financial-ombudsman.org.uk If you do decide to refer any matter to the Financial Ombudsman Service your legal rights will not be affected.
We are covered by the Financial Services Compensation Scheme. You may be entitled to compensation from the scheme if we cannot meet our obligations. This depends on the type of business and the circumstances of the claim. Insurance advising and arranging is covered for 100% of the first £2,000 and 90% of the remainder of the claim, without any upper limit. For compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from the FSCS on 020 7892 7300 or by visiting www.fscs.org.uk
Joining your holidayLondon has so many attractions, activities and entertainment options... the theatres, the museums, the parks and the shops are all waiting to be explored! So why not begin your holiday by arriving there a day or more prior to the start of your tour? We can arrange so much - including travel to and from London and overnight hotels - to help you get the most out of your time and begin your tour in real style.
Door to door luggageIf you would like to avoid carrying your cases from home, across London, and all the way to your holiday destination, Treyn is pleased to recommend the services of both "Carry My Luggage" and "The Baggage Man". Both independent companies offer a cost-effective and reliable door-to-door luggage collection and delivery service. Your case will be collected from home a few days prior to the holiday departure so that it can be waiting for you at your main hotel. On the way home, you can leave your case behind in the hotel to be collected and returned home. The services are available either one-way or return. Further details of these services are available on request.
Travelling to LondonWe appreciate that many of our customers travel from a variety of places in the UK to St Pancras International in London to join our European tours, some more distant than others. As our European tours generally commence at St Pancras International during the morning of the first day, it is often more convenient to make your way to London the previous day, so you are fresh and rested before joining your tour. Let us make it easy for you by booking rail tickets to London and an overnight hotel near St Pancras International.
UK rail connections
Buying tickets for UK train services can be a tricky business - there are so many fares to choose from, each with different rules and restrictions. As you are connecting with an international departure, we strongly recommend that you book a fully flexible ticket to ensure that should the departure times for your holiday change, your rail ticket can allow for these changes.
We can book fully-flexible UK rail tickets from your local station to join your holiday whether this be a European holiday from St Pancras or a UK holiday. The prices are competitive and tickets are not restricted to a particular train or time of day, and in most cases offer you a free choice of routes.
For an up to date quote from your local station, please ask one of our Tour Advisors.
Joining Eurostar at Ebbsfleet or Ashford International
It's not just London that can boast direct links to the
Continent. Travellers from the South of England can also connect to
the Eurostar at Ebbsfleet International, which is conveniently
situated close to the M25 and other major road links, and has lots
of parking spaces. For travellers who wish to avoid London,
departing from Ebbsfleet International can get your holiday off to
a hassle-free start.
Unfortunately not all Eurostar services to and from St Pancras International stop at Ebbsfleet International. Those people travelling from Ebbsfleet may have to travel on an earlier train from the group who depart from St Pancras International and meet them in Paris or Brussels. A Rail Variation Fee of £20 per person will applicable in this instance as we have to purchase an individual ticket for you.
- By train: Southeastern have launched their Kent Highspeed trains which now call at Ebbsfleet International.
- By car: Located less than 3 miles from Junction 2 of the M25, and very close to the other major road links of the M2, M20 and A2, you will fi nd this station easy to reach by car.
- Secure parking facilities: There is ample parking around the station complex, charged from £8.00 per day or £37 per week. Pre booking is available by visiting www.eurostar.com (You will require a Eurostar booking reference to pre-book parking, call our Customer Services team to obtain your reference).
This Kent station offers a handy, time-saving alternative to travelling up to London for many people departing from South or South-East England. As at Ebbsfleet, a variation fee will be levied against you. Contact our Customer Services team for more details if you would like to join your tour at Ashford.
- By train: Ashford International is served by local rail services from Kent and East Sussex provided by Southeastern and Southern Railway.
- By car: Ashford International is located less than 10 minutes from junction 10 of the M20 (A20), and is easily reached from the M25.
- Secure parking facilities: The station also offers secure parking facilities with charges starting as low as £1 for up to 1 hour (short stay), £4.50 for up to 5 hours or £11.50 for up to 24 hours. Alternatively you can buy a weekly ticket for £69. No pre-booking is required for these parking services.
Eurostar First Class Upgrades
When you settle into your reserved seat on board the high-speed Eurostar train, your holiday has already begun. Should you wish, we will be pleased to arrange for you to be upgraded to Standard Premier Class. Please call us for a quote.
Spending a night in London before your tour can make such a difference to the first day of your holiday - you can arrive in the capital in good time, relaxed and ready to join your Tour Manager the next morning. You may even want to take in a show on the West End, or dine in one of London's famous restaurants. Perhaps on your return to London, you would like to break your journey with an overnight stay before continuing home. We are able to book a wide range of hotels in central London or, for our holidays beginning with a flight, at Heathrow, Gatwick or Manchester Airport for the night before or after your holiday. The hotels listed below are some of the more popular hotels our customers book in Central London, others are available on request.
|Hotel||Board||Star||Weekday room rate||Weekend room rate|
|Pullman London St Pancras||B&B||4-star||From £215||From £165|
|Travelodge Central Euston||Room||3-star||From £138||From £138|
|Hotel Russell||B&B||4-star||From £215||From £190|
|Imperial Hotel||B&B||3-star||From £118||From £118|
|President Hotel||B&B||3-star||From £108||From £108|
The prices above are from prices and are per room per night based on 2 sharing a twin/double room, subject to availability. Prices may change without prior notice. Booking conditions apply. If you would like a quote for your particular holiday please contact us on 01904 521900
Extending your European holiday
Many of our holidays include a final stopover in Paris or Cologne en route to London. Why not extend your holiday by enjoying an extra night or two in one of these attractive cities, returning to London in your own time? Or travel out a few days early and meet your group in one of these fantastic locations.
Mercure Terminus Nord, Paris
This 3-star hotel is full of character, in an exceptional location facing the Gare du Nord station. Bedrooms are well equipped with en suite bathroom, safe, hairdryer, satellite and pay TV as well as direct dial telephone. Decorated in typical Parisian style, the public rooms, including the bar, reflect the hotel's high standard.
Best Western Grand City Hotel Cologne or Tryp by Wyndham Cologne City Centre, Cologne
Both hotels are well appointed 4-star hotels with a bar, lounge and restaurant. Room facilities include en suite bathroom, tea and coffee making facilities (available on request), minibar with free soft drinks, cable TV, hairdryer and telephone. A laundry service is available at both hotels.
Conveniently located between the Grand Place and Brussels-Midi Eurostar terminal, the Hotel Bedford is an ideal place to stay and explore Brussels. The spacious rooms include a hairdryer, cable TV and a safe. The hotel restaurant offers buffet and a la carte dining, and the hotel piano bar is a perfect place to relax on an evening.
Terms and Conditions
The following Booking Conditions, together with the Essential Information section found on this website, form the basis of your contract with Great Rail Journeys Limited trading as Treyn Holidays. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have read these booking conditions and agree to them. References to "you" and "your" means all persons named on the booking (including anyone who is added or substituted at a later date), or any of them as applicable. References to "holiday", "booking", "tour" or "arrangements" means the holiday arrangements that we agree to make, provide or perform (as applicable) as part of our contract with you, unless otherwise stated.
3. Your contract
4. Holiday Prices/Price Guarantee
5. Reservation and Confirmation
6. Suitability of the Tour and Behaviour
7. Alterations to Your Booking
8. Cancellations by You
9. Changes and Cancellations by Us
10. Force Majeure
11. Our Liability to You
12. Complaints and Problems
14. Conditions of Suppliers
15. Special Requests and Medical Conditions/Disabilities
16. Excursions, Activities and Brochure/Website Information
18. Denied Boarding Regulations
19. Rail Reservations
20. Your Financial Protection
21. Data Protection
1. Making your booking
The party leader is responsible for making all payments due to us as referred to in clause 2. Once we (or one of our authorised travel agents) have received all appropriate payments, we will, subject to availability, confirm your holiday over the telephone (where you or your travel agent make the booking by telephone) or by e-mailing or otherwise sending a booking confirmation letter/invoice to the person who makes the booking ("party leader"). Where you book through one of our authorised travel agents, the booking confirmation letter/invoice and all other communications will be sent to your agent and you should also contact us through the agent. Alternatively, you can book online via our website in which case your holiday booking will be acknowledged by e-mail and a booking confirmation will follow. The acknowledgement of your booking is not a confirmation of it. All references in these booking conditions to the confirmation of your booking means the booking confirmation letter/invoice. A provisional booking can be made by phone but you must send the applicable payment within 7 days, or the provisional booking will automatically lapse.
You are required to send us the appropriate deposit per person (as detailed on the relevant tour page) or full payment if booking within 60 days of departure (75 days for cruise holidays) and all applicable insurance premiums (if our insurance is required) at the time of booking. In addition to the deposit applicable to the holiday, a further deposit is required of a minimum of 20% of the additional cost for any booking variations including flight and hotel upgrades and holiday extensions. Please note, deposits are not refundable except where expressly stated in these booking conditions. The balance of the cost of your holiday must be paid no less than 60 days before departure (75 days for cruise holidays). If you are paying by credit card, a charge of 2% will apply (no charge will be applied for payments made by cheque or debit cards). If a cheque payment is declined by your bank for any reason, a charge of £30 will be made. If you return your payment counterfoil before the date that payment is due, this authorises us to take payment early. If we do not receive all payments in full and on time, we are entitled to assume that you wish to cancel your booking. In this case, we will be entitled to keep all deposits paid or due at that date. If we do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in clause 8 depending on the date we reasonably treat your booking as cancelled. Except for flight-inclusive bookings, all monies you pay to one of our authorised travel agents for your holiday with us will be held by the agent on your behalf until a contract between us comes into existence. After that point, your agent will hold the monies on our behalf until they are paid to us. For flight-inclusive bookings, all monies paid to such agents for your holiday with us will be held on behalf of and for the benefit of the Trustees of the Air Travel Trust subject to the travel agent's obligation to pay such monies to us in accordance with our trading terms unless we fail. In the unlikely event of our financial failure, all monies then held by the travel agent or subsequently paid by you to the travel agent will be held by the agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation on the agent to pay such monies to us. We may occasionally run low deposit promotions allowing customers to secure their holiday for less than the regular amount. Please note that in the event of a booking cancellation the balance between the promotional and regular deposits must still be paid.
3. Your contract
A binding contract between us comes into existence when we dispatch our confirmation invoice to the party leader or your travel agent. English law (and no other) will apply to your contract and to any dispute, claim or other matter of any description that arises between us ("claim") except as set out below. We both also agree that any claim (and whether or not involving any personal injury) must be dealt with under the ABTA or AITO Arbitration Schemes (if the Scheme is available for the claim in question - see clause 13) or by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your contract and any claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).
4. Holiday Prices/Price Guarantee
Please note changes and errors occasionally occur. We reserve the right to increase/decrease and correct errors in advertised prices at any time before your holiday is confirmed. Before you make a booking, we will give you the basic price for your chosen holiday. You should check all details before you make your booking. Upgrades or additional facilities that you have requested are on a request basis with our suppliers and prices for these will only be confirmed once the prices have been confirmed by our suppliers. For all holidays, once you have accepted the basic price and a booking has been made, that price is fully guaranteed and will not be subject to any surcharges.
5. Reservation and Confirmation
When we (or one of our authorised travel agents) receive all appropriate payments we will, subject to availability, reserve your chosen holiday and confirm your booking by sending our confirmation letter/invoice to you or your travel agent. It is very important that you check your confirmation letter/invoice when you receive it in order to ensure it is correct. Contact us immediately if any information that appears on the confirmation letter/invoice or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracy in any document within 14 days of our sending it out (5 days for tickets). We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so. The only exception to this requirement to meet costs is where the mistake in question was made by us and there is good reason why you did not tell us about it within these time limits.
6. Suitability of the Tour and Behaviour
We reserve the right in our absolute discretion to terminate without prior notice the holiday arrangements of any customer whose behaviour is such that it causes or is likely to cause, in our reasonable opinion, or in the opinion of any Tour Manager or any other person in authority, distress, damage, danger or annoyance to any third party, or damage to property. In these circumstances all our obligations to you under this contract or otherwise shall cease, full cancellation charges apply and we shall not be liable for any refund, compensation or costs incurred by you whatsoever. Our tours can be physically demanding. We are also entitled to terminate your holiday where, in the reasonable opinion of any person in authority (including office staff or your Tour Manager when you join your holiday), your physical condition means you are unable or likely to be unable to cope with the tour or to experience significant difficulties in doing so. It is your responsibility to disclose an accurate account of your mobility and all other relevant information relating to your health and fitness at the time of booking. You must advise us of any change to your level of mobility or health and fitness between booking your holiday and joining your tour. See also clause 15.
7. Alterations to Your Booking
Please notify us in writing if circumstances arise whereby you wish to transfer to another available holiday in this brochure, depart on a different date or make other alterations to your confirmed holiday. Any alterations requested 60 days or more (75 days or more for cruise holidays) prior to departure will be subject to a minimum alteration fee of £40 per person together with costs or charges incurred or imposed by any of our suppliers. Any alteration to your booking requested less than 60 days (75 days for cruise holidays) prior to departure will be regarded as a cancellation and cancellation charges as set out in clause 8 will be payable. Name changes can be made up to 21 days prior to departure for an alteration fee of £40 per person together with any costs or charges incurred or imposed by any of our suppliers.
8. Cancellations by You
Should you wish to cancel your holiday, notice can be given
verbally but must be followed up in writing by the party leader.
Where the cancellation charge is shown as a percentage, this is
calculated on the basis of the total cost payable by the person(s)
cancelling, excluding insurance premiums and amendment charges.
Insurance premiums arranged through us are not normally refundable.
Amendment charges are not refundable. The amount of the
cancellation fee depends upon the date when the written notice of
cancellation is received by us.
The scale of cancellation charges is as follows:
|61 days or more||Loss of deposit*|
|From 42 to 60 days||30% of final invoice|
|From 28 to 41 days||50% of final invoice|
|From 14 to 27 days||75% of final invoice|
|13 days or less prior to departure||100% of final invoice|
|76 days of more||Loss of deposit*|
|From 61 to 75 days||45% of final invoice|
|From 42 to 60 days||60% of final invoice|
|From 28 to 41 days||75% of final invoice|
|From 14 to 27 days||80% of final invoice|
|13 days or less prior to departure||100% of final invoice|
Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned. Where any cancellation reduces the number of full paying party members below the number on which the price, or any concessions agreed for your booking were based, we will recalculate these items and re-invoice you accordingly. Any such additional costs are not cancellation charges.
*Including loss of any additional deposit paid for holiday variations and holiday extensions
9. Changes and Cancellations by Us
We start planning the holidays we offer many months in advance
and occasionally, we have to correct errors and/or make changes to
the information contained in our brochures, our website and other
details, both before and after bookings have been confirmed, and
also cancel confirmed bookings. Whilst we always endeavour to avoid
changes and cancellations, we must reserve the right to do
Minor Changes by Us: A minor change is any change which, taking account of the information you have given us at the time of booking or which we can reasonably be expected to know as a tour operator, we could not reasonably expect to have a significant effect on your confirmed holiday.
Significant Changes by Us: Occasionally, we have to make a "significant change" before departure such as a change of accommodation to that of a lower official classification or standard for the whole or a major part of the time you are away, a change of accommodation area for the whole or a major part of the time you are away, a change of outward departure time or overall length of time you are away of twelve or more hours, a change of UK departure point to one that is significantly more inconvenient for you or a significant change of itinerary missing out one or more major destination substantially or altogether.
Cancellations by Us: All our escorted holidays are organised on the basis of a minimum number of clients (usually 15). In the unlikely event the holiday has to be cancelled because of insufficient numbers, you will be informed at least 60 days (70 days for cruise holidays) prior to departure. If we have to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of the following options:
a) accepting the changed arrangements; or
b) purchasing an alternative holiday from us, of a similar standard to that originally booked if available. We will offer you at least one alternative holiday of equivalent or higher standard for which you will not be asked to pay any more than the price of the original holiday. If this holiday is in fact cheaper than the original one, we will refund the price difference. If you do not wish to accept the holiday we specifically offer you, you may choose any of our other, then available, holidays. You must pay the applicable price of any such holiday you choose. This will mean your paying more if it is more expensive or receiving a refund if it is cheaper; or
c) cancelling or accepting the cancellation in which case you will receive a full refund of all monies you have paid to us.
Please note, the above options are not available where any change made is a minor one.
If we have to make a significant change or cancel we will, where appropriate, pay you reasonable compensation depending on the circumstances and when the significant change or cancellation is notified to you.
Compensation will not, however, be payable and no liability, beyond offering the above mentioned choices, can be accepted where;
a) we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care; or
b) we have to cancel because the minimum number of client bookings required to run your holiday has not been reached and we have notified you at least 60 days (70 days for cruise holidays) before departure; or
c) we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time).
In any of the circumstances referred to above we will not therefore be liable for the cost of any service (such as, but not limited to, flights, hotels and connecting rail travel) that is purchased in connection with any holiday but which is not booked through us, or for any related expenses such as cancellation charges or amendment fees, which cannot be used or has to be cancelled or amended as a result of our having to cancel or make a significant change to any holiday.
Except as set out above, we will, where appropriate, pay you any reasonable proven costs and expenses you incur as a result of a cancellation or significant change.
Very rarely, we may be obliged as a result of "force majeure" (see clause 10) to change or terminate your holiday after departure but before the scheduled end of your time away. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds (unless we obtain any refunds from our suppliers), pay you any compensation or meet any costs or expenses you incur as a result.
10. Force Majeure
Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our contract with you is prevented or affected by or you otherwise suffer any damage or loss (as more fully described in clause 11(2) below) as a result of "force majeure". In these booking conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include (whether actual or threatened) war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
11. Our Liability to You
(1) We promise to make sure that the holiday arrangements we
have agreed to make, perform or provide as applicable as part of
our contract with you are made, performed or provided with
reasonable skill and care. This means that, subject to these
booking conditions, we will accept responsibility if, for example,
you suffer death or personal injury or your contracted holiday
arrangements are not provided as promised or prove deficient as a
result of the failure of ourselves, our employees, agents or
suppliers to use reasonable skill and care in making, performing or
providing, as applicable, your contracted holiday arrangements.
Please note, it is your responsibility to show that reasonable
skill and care has not been used if you wish to make a claim
against us. In addition, we will only be responsible for what our
employees, agents and suppliers do or do not do if they were at the
time acting within the course of their employment (for employees)
or carrying out work we had asked them to do (for agents and
(2) We will not be responsible for any injury, illness, death, loss (including loss of possessions and loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:
a) the act(s) and/or omission(s) of the person(s) affected or any member(s) of their party or
b) the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable or
c) "force majeure" as defined in clause 10 above.
(3) Please note, we cannot accept responsibility for any services that do not form part of our contract. This includes, for example, any additional services or facilities that your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised in our brochure or on our website and we have not agreed to arrange them as part of our contract and any excursion or activities you purchase during your holiday. Please also see clause 16 "Excursions, Activities and Brochure/Website Information". In addition, regardless of any wording used by us on our website, in any of our brochures or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.
(4) The promises we make to you about the services we have agreed to provide or arrange as part of our contract - and the laws and regulations of the country in which your claim or complaint occurred - will be used as the basis for deciding whether the services in question had been properly provided. If the particular services that gave rise to the claim or complaint complied with the local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided.
(5) Where we are found liable for loss and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is £1,000 per person affected unless a lower limitation applies to your claim under this clause or clause 11(5) below. For all other claims that do not involve death or personal injury, if we are found liable to you on any basis the maximum amount we will have to pay you is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total unless a lower limitation applies to your claim under clause 11(5) below. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your holiday.
(6) Where any claim or part of a claim (including those involving death or personal injury) concerns or is based on any travel arrangements (including the process of getting on and/off the transport concerned) provided by any air, sea rail or road carrier to which any international convention or EU regulation applies, the maximum amount of compensation we will have to pay you will be limited as set out below. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier concerned would have to pay under the international convention or regulation that applies to the travel arrangements in question (for example, the Warsaw Convention as amended or un-amended and the Montreal Convention for international travel by air and/or for airlines with an operating licence granted by an EU country, the EC Regulation on Air Carrier Liability No 889/2002 for national and international travel by air, the Athens Convention (as amended by the 2002 protocol with effect from 31st December 2012) for international travel by sea and COTIF, the Convention on International Travel by Rail). Please note: where a carrier would not be obliged to make any payment to you under the applicable International Convention or Regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money that you have received or are entitled to receive from the carrier for the complaint or claim in question. Copies of the applicable international conventions and regulations are available from us on request.
(7) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (a) that on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (b) that did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses including, without limitation, self-employed loss of earnings.
12. Complaints and Problems
In the unlikely event that you have any reason to complain or experience any problems with your holiday whilst away, you must immediately inform your Tour Manager and the supplier of the service(s) in question. Any verbal notification must be put in writing and given to your Tour Manager and the supplier as soon as possible. Until we know about a problem or complaint, we cannot begin to resolve it. Most problems can be dealt with quickly. If you remain dissatisfied, however, you must write to us within 28 days of your return to the UK giving your booking reference and full details of your complaint. Only the party leader should write to us. If you fail to follow this simple complaints procedure, your right to claim the compensation you may otherwise have been entitled to may be affected or even lost as a result.
Disputes arising out of, or in connection with your contract that cannot be amicably settled may be referred to arbitration if you so wish under an arbitration scheme arranged by ABTA and administered independently. The scheme provides for a simple and inexpensive method of arbitration on documents alone with restricted liability on you in respect of costs. Full details can be obtained from the ABTA website (www.abta.com). This scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking. Neither does it apply to claims that are solely or mainly in respect of physical injury or illness or its consequences. The scheme can however deal with compensation claims that include an element of minor injury or illness subject to a limit of £1,500 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within 18 months of the date of return from the holiday. Outside this time limit arbitration under the scheme may still be available if we agree, although the ABTA Code does not require such agreement. For injury and illness claims, you can request the ABTA mediation procedure and we have the option to agree to this. Alternatively, AITO's Independent Dispute Settlement (details on request from the Association of Independent Tour Operators, 133a St Margaret's Road, Twickenham, TW1 1RG) may be called upon by either side to bring the matter to a speedy and amicable solution.
14. Conditions of Suppliers
Many of the services that make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions (see clause 11(5)). Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned.
15. Special Requests and Medical Conditions/Disabilities
If you have any special request, you must advise us in writing at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met unless we have specifically confirmed this. For your own protection, you should obtain confirmation in writing from us that your request will be complied with (where it is possible for us to give this) if your request is important to you. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. We regret we cannot accept any conditional bookings, i.e. any booking that is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as "standard" bookings subject to the above provisions on special requests. If you have any medical condition or disability that may affect your holiday or any health or fitness concerns that may affect your ability to cope with the tour, please give us full details before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. You must also advise us as soon as possible of any change in any disability or medical condition or your health or fitness or if any medical condition or disability that may affect your holiday develops after your booking has been confirmed. Please also see clause 6.
16. Excursions, Activities and Brochure/Website Information
The information contained in our brochure and on our website is correct to the best of our knowledge at the time of the brochure going to print/at the time of publication on our website. Whilst every effort is made to ensure the accuracy of the brochure, website and prices at the time of printing/publication, regrettably errors do occasionally occur and changes may be made. You must therefore ensure you check all details of your chosen holiday (including the price) with us or your travel agent at the time of booking. We may provide you with information (in our brochure, on our website and/or when you are on holiday) about activities and excursions that are available in the area you are visiting or to purchase from us in the UK or from your Tour Manager during your holiday. Except for excursions and activities that are purchased from us or your Tour Manager, we have no involvement in any such activities or excursions that are not run, supervised, controlled, recommended, inspected or endorsed in any way by us. They are run by local operators or other third parties who are entirely independent of us and full responsibility for providing and operating the excursion or activity rests with the local operator/provider. The local operator's terms and conditions will apply. They do not form any part of your contract with us even where we suggest particular operators/other third parties and/or assist you in booking such activities or excursions in any way. We cannot accept any liability on any basis in relation to such activities or excursions and the acceptance of liability contained in clause 11(1) of our booking conditions will not apply to them. We do not, however, exclude liability for the negligence of ourselves or our employees resulting in your death or personal injury. We cannot guarantee accuracy at all times of information given in relation to such activities or excursions or about the area(s) you are visiting generally (except where this concerns the services that will form part of your contract) or that any particular excursion or activity that we have not contracted to provide will take place as these services are not under our control. If you feel that any of the activities mentioned in our brochure or on our website that are not part of our contract are vital to the enjoyment of your holiday, write to us immediately and we will tell you the latest known situation. If we become aware of any material alterations to resort/area information and/or such outside activities that can be reasonably expected to affect your decision to book a holiday with us, we will pass on this information at the time of booking. Optional excursions and activities that are booked with us or your Tour Manager do not form part of your holiday contract with us unless purchased at the same time as the rest of your holiday. You will have a separate contract with us for any such optional excursion or activity. Under this contract, we accept responsibility for selecting reputable local operators to arrange and provide your excursion or activity in accordance with applicable local laws but will not be liable for the excursion or activity itself or for the acts or omissions of the local operator or any of its employees, agents, suppliers or subcontractors or any other person(s) connected with the excursion or activity (other than our own employees). In the event that we are found liable for the excursion or activity on any basis, we are entitled to rely on all limitations and exclusions of liability contained or referred to in these booking conditions.
In accordance with EU Directive (EC) No 2111/2005, we are required to bring your attention the existence of a "Community List" that contains details of air carriers that are subject to an operating ban within the EU Community. The Community List is available for inspection at http://ec.europa.eu/transport/modes/air/safety/air-ban/index_en.htm. We are also required to advise you of the carrier(s) or, if the carrier(s) is not known, the likely carrier(s) that will operate your flight(s) at the time of booking. Where we are only able to inform you of the likely carrier(s) at the time of booking, we shall inform you of the identity of the actual carrier(s) as soon as we become aware of this. Any change to the operating carrier(s) after your booking has been confirmed will be notified to you as soon as possible. We are not always in a position at the time of booking to confirm flight timings that will be used in connection with your flight. Where flight timings are given at the time of booking or detailed on your confirmation these are for guidance only and are subject to alteration and confirmation. The latest timings will be shown on your tickets, which will be dispatched to you approximately two weeks before departure. You must accordingly check your tickets very carefully immediately on receipt to ensure you have the correct flight times. It is possible that flight times may be changed even after tickets have been dispatched. We will contact you as soon as possible if this occurs. Any change in the identity of the carrier(s), flight timings, and/or aircraft type (if given) will not entitle you to cancel or change to other arrangements without paying our normal charges except where specified in these conditions. Regardless of any information given in good faith, operational changes may be made by an airline at any point and we cannot be responsible for these. If the carrier(s) with whom you have a confirmed reservation becomes subject to an operating ban as above as a result of which we/the carrier(s) are unable to offer you a suitable alternative the provisions of clause 9 (Changes and Cancellations by Us) will apply. Prices quoted in this brochure and on our website are based on special airfares offered to us by the airlines for group travel. These represent a reduction on the normal IATA fares that entitle passengers to privileges and flexibility that our clients do not normally require as part of the holiday. Should you wish to book our holiday using a flight other than that shown in the brochure/on our website, a flight variation charge from £40 per person will apply in addition to the difference in cost between our special fare and the normal IATA fare for the flight(s) required. Tickets at our special fare are valid only on the airline and dates shown and do not automatically entitle passengers to switch to another carrier in case of a flight cancellation, delay or technical problem with the aircraft or the reservation. Please note that most airlines now operate 100% non-smoking services.
18. Denied Boarding Regulations
If your flight is cancelled or delayed, your flight ticket is downgraded or boarding is denied by your airline, depending on the circumstances, the airline may be required to pay you compensation, refund the cost of your flight and/or provide you with accommodation and/or refreshments under EC Regulation No 261/2004 - the Denied Boarding Regulations 2004. Where applicable, you must pursue the airline for the compensation or other payment due to you. Subject to the final sentence of this clause, all sums you receive or are entitled to receive from the airline concerned by virtue of these Regulations represent the full amount of your entitlement to compensation or any other payment arising from such cancellation, delay, downgrading or denied boarding. This includes any disappointment, distress, inconvenience or effect on any other arrangements. The fact a delay may entitle you to cancel your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight. We have no liability to make any payment to you in relation to the Denied Boarding Regulations as your entitlement to any compensation or other payment (as dealt with above) is covered by the airline's obligations under the Denied Boarding Regulations. If, for any reason, we make any payment to you or a third party that the airline is responsible for in accordance with the Denied Boarding Regulations, you must, when requested, assign to us the rights you have or had to claim the payment in question from the airline. If your airline does not comply with these rules you may complain to the Civil Aviation Authority on 020 7453 6888 or by email to email@example.com or see www.caa.co.uk - Referring Your Complaint to the CAA. Please note, your rights under clause 9 ("Changes and Cancellations by Us") and clause 11 ("Our Liability to You") of these booking conditions are not affected by the above Denied Boarding Regulations except that we are entitled to argue that the amount you receive or are entitled to receive from the airline is sufficient to meet any compensation obligation we may have to you as your tour operator as a result of any such cancellation, delay, downgrading or denied boarding.
19. Rail Reservations
We request rail reservations many months in advance but occasionally there are insufficient First Class seats available. In these situations we will book Standard Class seats and refund the difference to you. Although we do our best to follow the routes noted on the itinerary there might be occasions when a different routing and/or departure time is necessary due to timetable variations or seat availability. Increasingly, trains are 100% non-smoking, and reservations are requested in non-smoking accommodation, although at busy times we may be allocated some smoking seats. We cannot make specific requests for smoking seats. Prices quoted in this brochure and on our website are based on special fares, negotiated with our rail partners for group travel. Should you wish to travel on any Eurostar or other rail service, other than that included as part of your group holiday, a rail variation charge of £20 per person per service plus any additional cost will apply. Any change involving sleeper services will be quoted on an individual basis in addition to the difference between our special group fare and the normal published fare applicable at the time of request for the journey in question.
20. Your Financial Protection
The Package Travel, Package Holidays and Package Tours
Regulations 1992 require us to provide security for the monies that
you pay for the package holidays booked from this brochure or our
website and for your repatriation in the event of our insolvency.
We provide this security by way of an ATOL (ATOL number 3278)
administered by the Civil Aviation Authority for packages that
include a flight and a bond held by ABTA (ABTA number V2170) for
packages that do not include a flight (www.abta.com).
When you buy an ATOL protected flight or flight inclusive holiday* from us, you will receive an ATOL Certificate**. This lists the flight, accommodation, car hire and/or other services that are financially protected, where you can get information on what this means for you and who to contact if things go wrong. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
*Many of the flights and flight-inclusive holidays on this website and in our brochures are financially protected by the ATOL scheme. But ATOL protection does not apply to all holiday and travel services listed on this website or in our brochures. Please ask us to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected. If you do receive an ATOL Certificate but all the parts of your trip are not listed on it, those parts will not be ATOL protected. For more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate.
**ATOL Certificates will be issued for all flight and flight inclusive holiday bookings made on or after 1st October 2012. Although ATOL Certificates will not be issue before 1st October 2012, all flight and flight inclusive holiday bookings made prior to this date will also be protected by the ATOL scheme as set out above.
If your holiday does not include flights, ABTA will financially protect your holiday by ensuring you receive a refund or, if your arrangements include return travel to the UK (other than flights) you are returned to the UK in the event that your holiday cannot be provided as a result of our insolvency. Please go to www.abta.com for a copy of the guide to ABTA's scheme of financial protection.
21. Data Protection
Great Rail Journeys Limited, encompassing Treyn Holidays, is a data controller for the purposes of the Data Protection Act 1998. Please be assured that we have measures in place to protect the personal information you give us. This information will be passed on to the relevant suppliers of your travel arrangements. It may also be provided, either by us or by the suppliers of your travel arrangements, to public authorities such as banks and credit card companies, customs or immigration if required by them, or as required by law. Certain information may also be passed on to security or credit checking companies or insurance providers. The above applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements but we will obviously only pass these on where necessary to do so to provide the service you have requested. If we cannot pass on this information as set out above, we may be unable to provide your booking or other services you have requested (for example, travel insurance). In making your booking, you consent to this information being passed on to the relevant persons who may be outside the EU/European Economic Area. If you travel outside the EU/ European Economic Area, controls on data protection may not be as strong as the legal requirements in the UK. We would like to use your details for marketing purposes (e.g. sending you our brochures) and to pass them on to other companies within our group who may also contact you for marketing purposes. If you do not wish to receive any further information from us or other companies in our group please let us know this at the time you give us your details or, if you do not do so then, at any time subsequently. You are generally entitled to ask us (by letter or e-mail) what details of yours are being held or processed, for what purpose and to whom they may be or have been disclosed. We will charge a fee to respond to such a request. We promise to respond to your request within 40 days of receiving your written request and fee. In certain limited circumstances we may be entitled to refuse your request. To improve our service, calls may be recorded for training and quality purposes.
This website is controlled and operated by Treyn Holidays, Saviour House, 9 St. Saviourgate, York, YO1 8NL. Please read these Terms & Conditions carefully before continuing with your use of this website. By accessing or using this website, you agree to these Terms & Conditions. The Terms are meant to protect all of our website visitors and your use of this website indicates your agreement with these Terms & Conditions.
Use of the Website
This website may only be used for your own personal use. None of the material may be copied or used for any commercial purposes. You may not copy, distribute, alter, transmit, sell or reproduce any of the material on this website.
Copyright and Website Material
All copyright and other intellectual property rights in material (including text, photographs and videos) contained in this website are either owned by Treyn Holidays or have been licensed for use on this website. You may only use this website and the material contained as set out above. If you wish to do anything else, you must obtain the written permission of Treyn Holidays. The trademarks, logos and service marks displayed on this website belong to us or other third parties. You are not permitted to use these without written permission.
Links to Other Sites
This website may contain links to external websites. We are not responsible for the content of these sites.
We endeavour to keep the video footage shown on this Site as up-to-date as possible, but we accept no liability for any changes which may occur between the time of filming and the time you come to view the footage.
Statement on Cookies
Any information that we receive from you via this website will be used and held by us in accordance with our Privacy Statement. Treyn Holidays reserves the right to modify or update these Terms at any time. By using this website you are accepting these Terms & Conditions.
Great Rail Journeys Ltd, encompassing Treyn Holidays, is a data controller for the purposes of the Data Protection Act 1998. Please be assured that we have measures in place to protect the personal information you give us. This information will be passed on to the relevant suppliers of your travel arrangements. It may also be provided, either by us or by the suppliers of your travel arrangements, to public authorities such as banks and credit card companies, customs or immigration if required by them, or as required by law. Certain information may also be passed on to security or credit checking companies or insurance providers. The above applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements but we will obviously only pass these on where necessary to do so to provide the service you have requested. If we cannot pass on this information as set out above, we may be unable to provide your booking or other services you have requested (for example, travel insurance). In making your booking, you consent to this information being passed on to the relevant persons. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in the UK.
We would like to use your details for marketing purposes (e.g. sending you our brochures). We would also like to pass your details on to other companies within our group who may also contact you for marketing purposes. If you do not wish to receive any further information from us or other companies in our group please let us know this at the time you give us your details or, if you do not do so then, at any time subsequently.You are generally entitled to ask us (by letter or e-mail) what details of yours are being held or processed, for what purpose and to whom they may be or have been disclosed.We will charge a fee to respond to such a request.We promise to respond to your request within 40 days of receiving your written request and fee. In certain limited circumstances we may be entitled to refuse your request. To improve our service, calls may be recorded for training and quality purposes.
It is possible to alter the size of text on our webpages for maximum visibility and readability. All standard Internet browsers provide options to increase or decrease text size. Find your browser below for instructions:
Microsoft Internet Explorer
Select 'View' from the menu bar and move your cursor to 'Text Size'. To choose from 'Largest' to 'Smallest' click on the size you wish to use.
Select 'View' from the menu bar, move your cursor to 'Zoom' and select 'Zoom Text' Only. Select 'View' from the menu and then 'Zoom' once again. Click on 'Zoom In' or 'Zoom Out' to alter the text sizing on a page you are viewing.
Select the wrench, or spanner, icon on the menu bar. Select 'Settings', move to 'Show advanced settings' and then the section labelled 'Web content'. The font size drop-down menu allows you to select a comfortable reading size.
Select 'Preferences' from the Safari menu, then choose 'Appearance'. Go to 'Select', located alongside 'Standard Font', and choose the text size you wish to display by clicking on a number in the 'Sizes' column. You will also need to select a size from the 'Fixed-width font' option.