General Information, Terms & Conditions of Service.
Our General Information is designed to help you understand our commitment to you and our relationship whilst we aim to serve your best interests as clients and valued customers.
1) Vehicles and Coaches
We maintain and contract in where necessary a prestige fleet, of limousines, MPV’s, Mid-sized Coaches and full-sized Executive Coaches. Facilities such as air conditioning, wifi access, reclining seats and audio/video feature throughout. Whilst Toilet facilities are available on all Executive Coaches, drinks facilities do not. Our fleet does not operate any wheelchair accessible vehicles, although MPV’s and larger, may accommodate those with certain disabilities, along with a wheelchair, subject to our Terms & Conditions (Clause 16)
Where we advertise a scheduled sightseeing tour service, or in the event of fulfilling a specific group travel arrangement, we reserve the right to allocate the appropriate vehicle to the numbers booked, and in keeping with any related group activity.
As our smaller vehicles do not have onboard toilet facilities, we make regular comfort stops, and these arrangements are to be made in conjunction with your allocated chauffeur/driver.
2) Limousine Chauffeurs, Coach Crews, Tour Guides & Tour Managers
Limousine and Coach Charters within the mainland of Ireland will be crewed by one driver. A Guide, tour manager, escort /host/hostess may be present at our discretion depending on the planned itinerary and/or advertised service. Tours to the UK mainland and the Continent beyond may require the use of an additional driver due to regulations. There may be occasional days when only one driver will operate your tour. When we operate a short three-day tour outside of Ireland, we may use only one driver.
Our Staff, and particularly our Chauffeurs and Coach Drivers are governed by European Legislation/Directives. The Working Time Directive 2002/15/EC and those, which appertain to the operation of SPSV and PSV vehicles. All Limousine Chauffeur drivers are monitored by the National Transport Authority (by App Login) and are not permitted to drive beyond 11 hours in three consecutive days, and Coach Drivers (monitored by Tachograph) no longer than 8 hours in any given day with the exception of mitigating circumstances. Nevertheless, the working time directive requires being on shift should not exceed 8 hours, and a working week be no greater than 48 hours.
3) Pre-planning your own itineraries
When planning your trip to Ireland, Google map distances may appear nearby or local, but Ireland’s charm is in its rural heritage and road conditions may not be reflective of these conditions to an outside observer. It is advisable to email your suggested itineraries, prior to booking to ensure expectations can be met. Naturally, we would be delighted to assist you where practical in planning your vacation or corporate visit. Please also be aware of the above EU regulations. It may be the case that your busy day means a Chauffeur driver will not be readily on hand for any ad-hoc late evening activity.
4) Reserved Seats. (Not applicable for Private Charters)
For tours using a full-sized executive style coach, seats are allocated on your main tour coach at the time of booking. Occasionally seats may be allocated by your feeder driver for the comfort of all concerned. Front of Coach seats can be reserved at a cost of 12 euro per person for up to 6 days duration, 20 euro per person for tours of 7-8 days and 25 euro for tours beyond this duration. Please note: Children under 15 years old are not permitted to in the front seats of any coach. On some coaches, the legroom on front row seats, central seats, and seats directly in front to the washroom may be slightly less than is available in other seats due to the presence of a low screen in front. If your tour is cancelled or merged for any reason and a reserved seat is not available, you will be refunded the supplement paid. No other compensation will be payable. Central view seats are available to pre-book, free of charge. Pre-book facilities do not apply to special interest tours using smaller minibus coaches.
All our coaches and vehicles operate a ‘strictly no smoking onboard policy’ which includes the use of electronic cigarettes.
5) Food & Alcohol
In the interests of all, we do not permit taking or consuming hot food or ice-cream on board any of our vehicles. Alcohol can only be taken on board our vehicles at the discretion of your driver as luggage. We discourage the consumption of alcohol within all our vehicles, which may result in the suspension of service.
6) Seat Dimensions (Not applicable for Limousines & Private Charters)
Coach Seats that feature on both minibuses and executive coaches are approximately 450mm (17.71inches) wide. Given the nature of coach travel, larger passengers that exceed this width will reduce the space available for the person sitting next to them. This reduction may cause discomfort and impact on their enjoyment. If you are unable to be seated within the space provided or the above width without touching or overlapping the neighbouring seat, you must advise us at the time of booking. In the interests of passenger comfort, you may be asked to pay for another seating space subject to availability so that you occupy two adjoining seats in order to full fill your booking. If you omit to provide us with this information and it becomes apparent when joining the tour that you need more space than one seat provides you may be asked to pay for an additional seat, subject to availability. If there is a refusal or no seats available, we reserve the right where we have a reasonable cause in the interests of passengers in the adjoining seat to cancel your travel arrangements/booking. In this case, full cancellation charges apply, no refunds or expenses met and we will have no future liability.
Private Charters & Limousines. Luggage space is determined by vehicle size chosen and group size. Limousines like a private car are limited to 420 litres of space overall. MPV’s whilst larger, and able to carry up to 7 passengers, this restricts its luggage carrying capacity, where normally it would accommodate 4 passengers with luggage handsomely. Again Sprinters, seating 7 – 16, at 14-16 this may again restrict overall luggage capacity when carrying passengers on an international vacation.
When booking we can advise you on the best type of vehicle to choose, dependent on the kind of visit you are making, and the numbers in your group. If you are on a corporate visit and have presentation equipment, or on an adventure style holiday, with recreational equipment, please discuss your luggage requirement fully before booking. We cannot be held responsible for carriage requirements over and above that beyond that which was advised at the time of booking although every reasonable effort will be made to assist.
Scheduled or Advertised Tours & Larger Group Travel. Due to space, weight and health and safety restrictions, you must limit your luggage to one medium-sized suitcase, a weight limit of 20kilos, plus one piece of hand luggage (max 5 kilos) per person. The overhead lockers and racks on coaches are significantly smaller than aircraft lockers. Hand luggage must not be stored under coach seats due to potential damage of loose luggage. We reserve the right to refuse to carry any baggage which exceeds limits. If in the driver’s opinion your luggage is overweight you may be asked to empty some of the contents into an additional suitcase on arrival to a departure point, or on arrival at a port. At a port, this case may be left there incurring deposit fees payable at the time. Please Note: It’s your responsibility to ensure that your luggage is loaded on the coach/vehicle prior to departure. Please also see our booking conditions for additional information. For designated tours and trips denoted as a shopper or shopping experience, our numbers are restricted in such a way as to be able to accommodate two full-sized supermarket carrier bags, per person on each advertised departure. For Airport transfers that involve the transfer of excess baggage requirements, notice is required at the time of booking in order that we can make suitable arrangements. Failure to inform may result in our inability to accommodate your excess requirements and we may be required to cancel your booking.
8) Sea/Tunnel Crossings
Sea Crossing to the UK mainland are either scheduled from Dublin, Dun Laoghaire, Rosslare, or Belfast. From the UK mainland to the Continent from Dover, Folkestone or Harwich. Dublin to Holyhead 3:15 mins. Rosslare to Fishguard 4: hours. Belfast to Cairnryan Scotland 2:15 mins. Dover to Calais 90 mins. Folkstone to Calais by Eurotunnel 35 mins. All timings are approximate and our advertised itineraries incorporate details of any service used. It is not always possible to advise of any changes to your crossings prior to the start of your holiday/vacation.
9) Booking your own flights
If you book ground arrangements with us and make your own airline reservations, all flight booking will be your responsibility and are subject to the terms and conditions of the airline involved. In the event of your flight is cancelled or changed by the airline, we regret that we cannot permit the change or cancellation of your booking arrangements with us without payment of the applicable charges as set out in our booking conditions. When joining an advertised tour/travel package, please allow a sufficient time buffer and a margin of error for delays which may occur regarding your inbound flight, likewise when planning your outbound flight after your tour/travel arrangements have ended. Customers are advised to keep checking their airline’s website for any information regarding their specific flights.
10 ) Booking of Airport, Hotel or Venue Transfers.
Transfers in General: We offer this service on the understanding of providing a straight forward collection and transfer to your destination; as per the timed arrangements made by phone, or email and confirmed by us by email; and likewise that all passengers are ready to travel at the agreed time of departure. Only pre-determined passenger numbers or those specified on the booking will be transported. Cancellations must be confirmed in writing by either post or email. We require a minimum of 24 hours notice. Cancellations less than 12 hrs are subject to a 50 % charge. No shows are charged in full. Only passenger numbers stated in your booking can be accommodated, excess luggage will be carried if space allows as outlined in our booking conditions. Wheelchair accessible vehicles are not available, and we require confirmation at the time of booking if one is a requirement.
Payment is either by Credit Card/Paypal online, or directly to the driver as specified in the booking arrangements. Passengers booking from overseas for inbound flights are requested to make a Paypal/or Electronic Transfer payment. We ask that you print out a copy of your booking confirmation, and keep a copy with you for the day you travel.
On the day our Chauffeur/ Drivers endeavour to text and/or phone in order to confirm arrival, or just prior to arrival, and/or leave a message at reception if a collection is from a hotel or business premises. Unless otherwise agreed at the time of booking, our transfer arrangements quoted do not include a stand-by rate whereby we are obliged to wait for further instruction, or await passenger attendance before departing, although with good reason, we will stand a time difference of 10/15 minutes given adequate communication beforehand, prior to considering any booking as being a ‘No Show’. No refunds are given in this regard should this time frame be contravened.
‘Stand-by Rates’ at cost of 40 euro per hour are only included if negotiated at the time of booking and if it is known that the arranged time of collection/departure is to be considered an estimation or flexible. Such stand-by’s will become apart of your overall travel plans and cost quotation and will specify the allowable time flexibility before termination of service. This consideration is with regards to both EU working time directives, drivers hours, service demand and service requirements.
Airport Transfers: Such arrangements are considered to incorporate an element of stand-by flexibility for arrivals for customs clearance and baggage collection. A maximum time of 60 minutes for airport, rail or seaport collections will be allocated, whereupon non-contact with the client will classify the booking to be a no-show and will be subject to a none refundable cancellation clause. It is your responsibility to ensure we are notified of any alteration or perceived delay to your travel arrangements either on landing and if known prior to your inward or outbound flights. Any stand-by arranged thereafter is at a rate of 40 euro per hour, paid to the driver and subject to our operating agreement.
We carefully select all accommodation, which features in our advertised and private chartered tour programmes to ensure a degree of comfort and a suitable location to operate the tour and its excursions. All hotel information is supplied within advertising literature or in the case of a private charter at the time of quotation.
For advertised and scheduled tour services, some hotels may feature annexes for sleeping which are close by, with meals (if included) taken in the main hotel. Each room either has a twin or a double bed. In some countries and in Ireland, twin rooms may consist of a double bed and single bed, or a combination of a double bed and a pull out sofa bed, or two single beds. When travelling on the continent the type of bed in your room can be dependent on the country you are visiting and for this reason, we cannot fully guarantee any combination of single or double beds in advance. Should there be more than two persons in your booking requesting to share one room, the additional bed may be a fold-away, roll-a-way type bed. All rooms will feature en-suite facilities. Where a hotel has been named, we reserve the right to substitute another hotel of a similar or higher standard.
Single Rooms: If you book a single room, it is highly likely that you will be allocated a single room and not sole occupancy of a double or twin room. However, if you require a double or twin room, this will be on a request only basis with an added supplement charge if available.
Family Rooms: These are made available to us on a request basis and we cannot guarantee to have these readily available on any scheduled tour plan. However, for small group travel/ and our Chauffeur tours, we may be able to accomodate you request. Please note the definition of a family room is 2 Adults and 1-2 children under the age of 16 sharing, and these are supplied on this understanding. Should a party fall outside this definition we reserve the right to surcharge, on the basis of our exposed liability to the contracted hotels.
Travel Kettles: Due to voltage/electrical issues in most hotels, travel kettles are not permitted on any of our advertised or chartered travel packages.
Please note: If demands exceed the services originally designated for a particular advertised tour package, extra availability may sourced from a higher-priced venue than originally advertised. There may be facilities in your room that may incur a charge payable locally, eg mini-bar, mini-safe, film/satellite service, concierge etc. Leisure facilities such as swimming pools, saunas etc where available may also incur a local charge. Please be aware, smoking laws can vary in public places, dependent on the country visited. Presently smoking in Ireland is prohibited in Public Houses, Restaurants, Venues, Shopping Malls and places of public gathering indoors.
11) Special requirements relating to health issues/disabilities/reduced mobility.
As part of our customer care, we want to make sure you have chosen the right travel package and tour plan. Limousine, MPV’s, Coach travel and coach tour packages may not be suitable for people with certain disabilities medical conditions and reduced mobility. Whilst wheelchair/s can be accommodated in Limousines, MPV’s Mid-sized and Executive Coaches, we cannot guarantee that assistance will be available if a person booking an advertised tour package has any special requirement in relation to mobility, medical condition or disability. We will only accept a booking if that particular person is travelling with someone who is fully able to attend to the needs of their travelling companion. Many of our pre-planned excursions visit places of interest and public buildings may not be accessible by wheelchair or by persons of limited walking abilities. Some sightseeing tours may involve walking long distances, sometimes over cobbled or uneven surfaces. When we include accommodation in your travel package, these facilities may have ground floor rooms or rooms with step-free access available, in some instances, lifts may not be available. Access to hotels may occasionally involve walking from the coach park and some may have steps to reception. Your booking is accepted on the understanding and awareness that there may not be a facility for assistance to be provided. Therefore we cannot accept responsibility for instances where difficulty occurs. Please also see our Booking Conditions in relation to health issues, disability and medical conditions.
12) Luggage Handling
Due to security and operational regulations, we may not be able to handle luggage at airports, rail stations and ports. We will assist the porters of hotels with the unloading and offloading of the coaches’ luggage compartment. We do not take responsibility for handling any additional pieces of luggage (unless specified at the time of booking a private charter) which is outside of our luggage size stipulations, or any personal items or hand luggage. For those partaking in an advertised tour package, we will handle one piece of luggage per person (max 20 kg) which has been checked in with our driver. All luggage must be clearly labelled with the labels supplied by us.
13) Excursions and attractions
Other than itineraries relating to private chauffeur and private charters, certain excursions are included in the cost of our advertised tour packages. If you choose not to go on an included excursion, for whatever reason, no refunds will be made. Optional excursions can be booked with your coach driver/tour manager/courier and operate strictly subject to availability and demand. In the event of cancellation of any optional excursion for any reason, our liability will remain limited to a refund of the price paid. The running order of included and optional excursions may be altered without prior notice.
Please note: Unless specifically stated, entrance fees to places of interest mentioned in any of our itinerary descriptions are not included. Once you have paid for your optional excursion there is a strict no refund policy. Cancellations for medical reasons please claim through your travel insurance company. Unfortunately, we are unable to accept credit payment for optional excursions, optional lunch packages and or places of interest/museum entrance; these must be paid for in cash to you coach driver/tour manager/courier. Traveller’s cheques are not acceptable in payment for optional excursions.
14) Christmas & New Year
Please remember some countries do not celebrate Christmas and the festive season in a similar or in the traditional way we do. Often Christmas Eve is considered the main celebratory event. Restaurants and bars may also have shorter opening hours and food menus and decorations may reflect their own traditions. We would like you to enjoy Christmas and the New Year in the Irish, British and Continental way but please bare in mind this is also their holiday period too.
15) Christmas Markets
Publicised dates for the various Christmas markets featured in our tours programme are correct at the time of printing. Should any market not take place on the dates advertised will be due to circumstances beyond our control and we reserve the right to alter our itineraries accordingly. Please refer to our booking conditions.
16) Ferry Crossings & River Cruises: Should your itinerary feature a river crossing or river cruise and where meals are stated in the description and/or excursion price, please note drinks are not included in the price and will have to be paid for at the time. If your travel package has an advertised river crossing, river cruise, please note that the level of the river can have an effect on your itinerary. Where it is necessary to amend your itinerary as a result following discussion with the Captain you will be advised as soon as possible. A no-smoking policy applies to all cabins, and there may be charges for particular amenities, although there are possibilities on certain cruise ships to choose the location of your deck subject to availability.
17) Travel Documents
Booking confirmations for all private charters and advertised day trips will be by email, or by post if specifically requested at the time of booking. This detail will constitute your travel documents.
For advertised tours and short breaks which leave the mainland of Ireland, and or involve overnight hotels, Travel Documents, confirming departure times, hotel details, coach seating, pick-up points and/or including your travel insurance documents (if organised through us) will be dispatched 7-10 days before departure.
Please check these documents immediately on receipt. It is your duty to ensure you have the correct and valid documentation. We accept no responsibility or any liability in respect of those passengers who do not have the correct valid documents to hand, including passports and visas.
18) Passports & Visas
It is your responsibility to ensure you have a valid passport and any required visa(s) when travelling outside the jurisdiction of the Republic of Ireland, or when travelling in to Ireland from countries outside of the European Union. Due to border regulations that may be enforced, we will ask at the time of booking to provide us with the relevant information prior to arrival or travel if Visas are a requirement. If you fail to do so by the stipulated date we reserve the right to cancel your holiday in which the cancellation charges shown in our Booking Conditions will be payable. There are no Visa requirements for European Continental travel for Irish and British passport holders. None – European passport holders should check the passport and visa requirements with the consulate or embassy of the country being visited or travelled through in good time before booking your holiday. All information here is provided in good faith and for guidance only, you must check with the relevant embassy how to apply and the time scale required to process.
19) Protecting your passport whilst away
Some countries require you to carry a passport or identification documents at all times. Please ensure you keep it on your person and in a safe and secure place. It is advised to keep a separate note of your passport number and date of issue and we recommend that our clients travelling with us as inbound passengers or travelling on the European Continent take a photocopy of their passport and any applicable visas. These should be packed separately from your actual passport and visa. We also recommend leaving a copy at home with your chosen emergency contact or relative. Please remember that it is useful to keep a small note of two relatives or friends who may be contacted in an emergency on the inside back cover of your passport.
Important to note for those travelling into the European Union and into the United Kingdom, you will require local currency to use during your stay. Exchange facilities are not guarantees in any of the hotels we use. Please check with your travel agent, or bank, or call us if you are unsure of the currency required far an individual country. Our itineraries include details of currencies required for purchasing optional excursions, entrances or admissions.
21) Health Requirements and Recommendations
At the time of going to print, there are no compulsory health requirements for any travel within the European Union. Requirements and recommendations may change at any time. It is your responsibility to ensure you are aware of the latest position in good time before departure and take the necessary precautions before travelling to Europe, or travelling outside of the European Union. Information can be obtained from the National Travel Health Network www.nathnac.org.
22) Medical Services
We advise that when travelling with Carrig Coaches whether for private charter arranged, from outside Ireland or for participating in travel itineraries that take you into the United Kingdom or Continent Europe, that all clients have suitable medical and travel insurance in place. We reserve the right to cancel any travel arrangement as outlined in our Booking Conditions if such cover is not confirmed at the time of booking or prior to departure.
23) Children & Infants
With the exclusion of those travel packages to designated theme parks, resorts, or specifically chartered school/educational trips, coach travel may not be suitable for children under the ages 8 years. However, we will consider individual requests on the application. Customers aged 18 and under at the time of travel must be accompanied by an adult, parent, guardian, or aged over 18 years old. We reserve the right to refuse to carry any passenger not complying with the above and levy full cancellation charges as detailed in our booking conditions. Under French law at least one person in each room must be aged over 18 or over, under US law at least one person in each room must be aged 21 or over.
24) Pregnant Women
Due to circumstances such as rough sea crossings, rough road conditions and mountainous regions, women who are more than 28 weeks pregnant at the time of your travel arrangements commencing are not permitted to travel on our advertised packages or private charter tour itineraries. With prior consultation, we can accommodate travel on airport transfers only.
25) Your destination (if outside of the Republic of Ireland)
Legal requirements and general standards applicable to safety, hygiene, fire precautions, seat belt laws etc, vary from country to country and can in some instances be lower than what is deemed acceptable in Ireland or the United Kingdom for example. The monitoring and enforcement of such matters are governed by the authorities of the countries concerned and the compliance the responsibility of the overseas supplier of the services concerned. It is the requirements and standards of the country in which any services which make up any part of your travel arrangements which apply to those services and not those of our own.
26) Prices & Brochure Accuracy – Changes & Editions
Our brochures web pages and sales literature is produced many months in advance, and whilst every effort is made to ensure accuracy of descriptions, images and prices regrettably errors do occasionally occur. Also, changes may have to be made. Maps, where illustrated, are for guidance only and not to scale. Whilst every effort is made to maintain prices we must reserve the right to increase or decrease them at any time after publication as costs and exchange rates fluctuate. We also have the right to correct errors. All prices appearing on our literature and websites are available by telephone. You are responsible for checking all details of your chosen package or quotation with us directly, or through your travel agent at the time of booking.
27) Early Booking Special Offers
Early booking ‘Special offers’ for our advertised travel packages featured on our websites, social media, or sales literature cannot be used in conjunction with any other offers and are subject to
28) Early Booking Special Offers & Credit Card charges
No charges are applied for payments made by debit cards
29) Booking Deposits & Refunds
We request a 10% deposit with all bookings. Any bookings 5 weeks from the due departure date, we will require the full balance amount. For bookings taken well in advance of departure, we request full balance 8 weeks prior to departure. For cancellations up to 8 week prior to departure we offer a full refund of the balance paid amount (90%) Between 8 - 5 weeks, 70% of the balance figure. Cancellations five weeks from the date of departure incurs a loss of deposit and balance. We are duty bound to the supply contracts of our suppliers in upholding this clause.
30) Privacy Statement
Carrig Coaches Ltd, are data controllers and therefore subject to the laws and protections offered by the jurisdiction of the Republic of Ireland. In order to process any bookings made with us, or to respond to any requests, we need to collect certain personal details from you. These include, where applicable, the names and contact details of yourself and anyone associated with your booking, next of kin details, passport information, credit card/debit card or any other payment information, details of any disability, medical condition or reduced mobility which may affect your chosen travel arrangements, or any insurance you wish to purchase from us, and any dietary restrictions which may disclose your religious beliefs. During the course of any travel arrangements made with us, your driver is authorised to collect and process payment by credit or debit card on our behalf for any excursion we offer. We also are required to pass on your personal details to the businesses and authorities (such as border, insurance, hotel, Ferry, credit card company, or bank, Customs etc) and other third parties who need to know them so that your travel package/arrangements and excursions can be provided. In making your booking, you are consenting to your personal data being passed on to the relevant businesses and authorities and other third parties involved in providing the fulfilment of your travel package/arrangements.
We may use and store your personal data (except sensitive personal data) for future marketing purposes (for example sending brochures, details of promotions including email and telephone ) We may also pass on your details to selected companies and suppliers so that they can send on information on their products and services that we believe may be of interest. If you do not wish for us to do any or all of the above, please let us know at the time of booking, or at any time thereafter by accessing our privacy tools on this website.
Other than in relation to government and public authorities to whom we have no control, we will take appropriate steps which are intended to ensure that those we pass your data to, for any reason, agree to keep it secure, only uses it fro the purposes of providing their service and does not collect any personal data from you in the course of providing there service. If we cannot pass on personal data to relevant suppliers or any other third party as applicable we are unable to fulfil your booking.
We agree we will only deal with the personal details you provide as mentioned above unless you agree otherwise. You are entitled to ask us what details of yours are being held or processed and for what purpose and to who they are disclosed. We do not charge a fee to respond to such requests. We promise to respond within 40 days of receiving your written request. In certain limited circumstances, we are entitled to refuse your request. If you are concerned that any of your details being processed are inaccurate or incorrect, you are required to inform us immediately.
Mac Tours Ireland & Beyond
Published November 2020