1.The Holiday Contract. The Inclusive Holiday Contract is with Steam Packet Holidays Limited and commences on receipt of deposit or payment in full. In the event of a telephone booking, a copy of the terms and conditions will be forwarded to you. If you do not accept the terms and conditions, you must advise Steam Packet Holidays in writing within 7 days and you are entitled to a refund of all monies paid.
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for Steam Packet Holidays Ltd, and in the event of their insolvency, protection is provided for the following:
- non-flight packages and
- flight inclusive packages that commence outside of the EU, which are sold to customers outside of the EU.
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad. Please note that bookings made outside the EU are only protected by ABTOT when purchased directly with Steam Packet Holidays Ltd.
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here .
3.Holiday Payment. At the time of booking, please send a deposit of £40/€60 per adult and £20/€30 per child. The balance is payable 6 weeks before your holiday commences. If the booking is made within 6 weeks of your departure date, the full cost of the holiday must be paid at the time of booking.
4.Alterations Made By You. If you wish to change any of the details of your holiday after we have sent the confirmation, you may be liable to a charge of £15/€20 per booking to cover any administration costs incurred.
5.Cancellations. Should you cancel your holiday, a cancellation fee is payable. The fee is calculated from the table below. A cancellation is regarded as valid only if stated in writing to Steam Packet Holidays Ltd. The lead name of the holiday booking must also sign the written cancellation.
PLEASE NOTE: Refunds will not be made unless travel tickets and documents are returned to Steam Packet Holidays Limited.
| Period before scheduled departure within which written notification is received by steam packet holidays
|Amount of cancellation charge (expressed as a % of total holiday price, excluding insurance premium
| More than 42 days
| 29 - 42 days
| 15 - 28 days
| 1 - 14 days
|On or after departure
6.Cancellations Or Changes To Your Holiday Made By Us.
(a) Within our control. In the unlikely event that we cancel or make major changes to your confirmed holiday, we will offer you an alternative. If we are unable to offer you an acceptable alternative holiday you may cancel completely and we will refund all payments already made.
(b) Beyond our control. Should we be forced to cancel your confirmed holiday, or make major changes to it, as the result of industrial action, natural disaster, inclement weather, transport technical problems, port closures, civil disturbance, riot, terrorist activity, government action, threat of war or any other situations beyond our control, we would of course, offer you an alternative holiday at the normal cost, or give you a full refund.
What is meant by ‘major’ changes. A major change is one that involves an alteration to the time of departure or return by more than 12 hours, a change of departure port, or a change of hotel to one of a lower standard.
Minor alterations. Should we have to make small changes to your holiday details you or your Travel Agent will be notified at the earliest opportunity.
7. Travel Delays. In the event of a delay to your departure by sea, Steam Packet Holidays Limited will assist as much as possible. Should your delay be greater than 12 hours, SteamPacket Holidays Limited will pay £20/€30 for the first full 12 hours that a client is delayed, and £10/€15 for each 12 hours thereafter, up to a maximum of £60/€95 per person. This compensation will be paid provided you do not have any insurance cover offering the same or similar compensation scheme. This action will only be undertaken provided the delay has been caused by a direct result of strike, industrial action, adverse weather conditions or mechanical breakdown of sea vessel.
8.Price Guarantee. The price of your travel arrangements is subject to surcharges on the following items for increases in: transportation costs e.g. fuel, action such as increases in VAT or any other Government imposed increases. Even in this case, we will absorb an amount equivalent to 2% of the holiday price which excludes insurance premiums and any amendment charges. Only amounts in excess of this 2% will be surcharged but where a surcharge is payable there will be an administration charge of 50p/€1 together with an amount to cover agents’ commission. If this means paying more than 10% on the holiday price, you will be entitled to cancel your holiday with a full refund of all money paid except for any amendment charges. Should you decide to cancel because of this, you must exercise your right to do so within 14 days from the issue date printed on the invoice. Steam Packet Holidays Limited reserves the right to amend its published prices including those published in this brochure.
9.Complaints. In the unlikely event that you experience a problem with your accommodation, you should immediately contact the hotelier or accommodation agent/owner in order that they be given the opportunity to resolve the problem to your satisfaction. If the problem cannot be resolved by the hotelier or accommodation agent/owner, you should then contact Steam Packet Holidays by telephone on (01624) 645777 for assistance (answer phone service outside of office hours). Should the matter still remain unresolved locally and you wish to take it up with us on return, the lead name on the booking should write to Steam Packet Holidays within 14 days quoting the booking reference and all relevant details concerning the complaint. We regret that we are unable to look into complaints concerning holiday accommodation if the above procedure has not been adhered to.
If, despite our best efforts and having followed the above procedure for reporting and resolving your complaint, you feel that it has not been satisfactorily settled, we recommend that it is referred for arbitration under the ABTOT Travel Industry Arbitration Service. An Independent Arbitrator will review the documents relating to any complaint and deliver a binding decision to bring the matter to a close.
Details of this scheme are available from The Travel Industry Arbitration Service, administered by Dispute Settlement Services Ltd
9 Savill Road , Lindfield , Haywards Heath , West Sussex RH16 2NY
ABTOT , Tower 42 , Old Broad Street , London EC2N 1HQ.
This scheme cannot however decide in cases where the sums claimed exceed £1,500 per person or £7,500 per booking form, or for claims which are solely or mainly in respect of physical injury or illness or the consequence thereof.
10.Our Responsibility To You. We accept responsibility for the acts and omissions of our employees and agents and for those of our suppliers. We also accept responsibility if any service which we are obliged to provide by our contract with you proves not to be of reasonable standard. In cases where SteamPacket Holidays Limited is liable for failure to perform or improper performance of the services involved in the holiday package, such liability should be limited in accordance with the Athens Convention of 1974 on Carriage by Sea, and the Paris Convention of 1962 on the Liability of Hotel keepers; whereas, moreover, with regard to damage other than personal injury, Steam Packet Holidays Limited’s contract limits liability to twice the value of the holiday.
11.Conditions of Carriage. When travelling with a carrier, the Conditions of Carriage of that carrier will apply, some of which may exclude or limit liability. The conditions applying to your journey are available for inspection at the offices of Steam Packet Holidays Limited.
1.Accommodation. Rooms are normally available from 2.00pm on day of arrival. Many hotels have family rooms, which are usually large double rooms with extra beds, therefore, space may be somewhat restricted. We regret that requests cannot be guaranteed.
2.Special Requirements. Please advise us of any special requirements at the time of booking and Steam Packet Holidays will endeavour to ensure they are provided. These requests are at the discretion of the hotel or self catering establishment and Steam Packet Holidays Limited cannot guarantee or accept any liability for failure to provide a request by the accommodation establishment. Passengers are also referred to the Isle of Man Steam Packet Company’s Conditions of Booking and Carriage, (www.steam-packet.com/conditionsofcarriage) and regulation 1177/2010, which contain provisions applying to the carriage of disabled persons or persons with reduced mobility.
3.Pets. On Fast crafts: Dogs are carried only in vehicles on the well ventilated car decks. The only exceptions are Guide Dogs, Assistance Dogs such as Hearing Dogs and Dogs for the Disabled (accompanied by an owner).
On the conventional vessel Ben-my-Chree: For the benefit of all passengers it is preferred that dogs travel in vehicles on the well ventilated car decks. There is also a designated side lounge in which passengers may travel with their dogs for a charge per dog per single leg crossing. In addition there are two cabins which can accommodate dogs with their owner at a cost per cabin (dogs must also be booked and there is a charge per dog each way). The Isle of Man Steam Packet Company reserve the right to restrict the number of dogs which may be booked on a particular sailing.
Please call for further information.
T: 01624 64 57 77 (UK)
T: 1800 523 177 (ROI)
E: [email protected]