Important Holiday Information - Condor Breaks

01621 734111

Book for 2019

Telephone bookings now being taken for 2019 holidays.

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Important Holiday Information

CHECK-IN AT THE SEAPORT

We recommend that passengers should check-in at Poole or Portsmouth at least 90 minutes before the departure time shown on your ticket. Foot passengers should allow at least 45 minutes. Allow extra time for disabled clients or anyone with special requirements, and use your hazard lights in the queue to bring Condor Ferries staff to your attention. See Condor Ferries’ disabled facilities.

TAKING YOUR CAR

Please ensure that you take a full driving licence, registration document and insurance certificate (which should include cover for Jersey and Guernsey).

FREE LUGGAGE ALLOWANCE

There is no luggage weight restriction on the catamaran service from Poole (if taking your car) or on any ship service. For adults and children (4 years +) travelling on the catamaran without a car there is a “reasonable luggage allowance” per person, and no item should weigh more than 25kg. NB: Foot passengers should ensure their luggage is labelled.

SECURITY CHECKS

Visitors to the Channel Islands may be asked to identify themselves. Please take with you a proper means of identity e.g. passport (see note below), bus pass, Citizen Card or driving licence with photograph and ensure it is readily accessible at the port. Visitors who cannot identify themselves properly are likely to incur serious travel delays.

PASSPORTS

Although Passports are not required in the Channel Islands for citizens of the UK or Eire, please note the Security Check above. Other nationalities should check with their travel agent or embassy. NB: However, don’t forget that for day excursions to France you will need to take your passport.

SEATS

A guaranteed seat is automatically included on all Condor Ferries services. If you have paid a supplement for upgraded seating, or a cabin (ship service only) please ensure these are detailed on your Condor ticket.

CAR PARKING AT THE PORT

Poole Port

A secure car park is run by Poole Harbour Commission. Passengers collect a ticket on entry and pay on return at the machine located by the pedestrian gate. Payment is made by cash or credit card and the ticket is validated to allow exit. Car park tariff: £10 per day or part thereof (correct as at Jan 2018).

Portsmouth Port

The multi-storey car park is just metres from the ferry terminal and open 24 hours a day. There are also parking spaces for people with disabilities and/or reduced mobility inside and outside the car park as well as additional bays adjacent to the main terminal building. Car parking enquires can be made on 02392 873378. Car Park Tariff: – Approximately £10.00 per day or part thereof.

CUSTOMS EXAMINATION

This will take place on arrival at UK port on the return journey.

ADVERSE WEATHER & OTHER DELAYS

The catamaran may not operate if the weather is bad (e.g. if the wind strength in the Channel is force 6 or more). Condor Ferries will do their utmost to assist and where possible, offer alternative arrangements.
However, for obvious reasons, no guarantee can be given. In such circumstances neither Condor Ferries nor Condorbreaks are liable in respect of any extra costs incurred, or loss of holiday time. Holiday insurance is absolutely essential and is considered a condition of booking. To cater for such circumstances please ensure that you have sufficient funds to pay for any additional expenses. For those clients who have taken out an insurance cover such expenses may, in certain instances, be reclaimed – please keep receipts.

Prior to travel outbound and homeward bound, we advise that you telephone the CONDOR FERRIES HOTLINE – 24 hour recorded information. Please note that catamaran sailings may be cancelled, delayed or brought forward, in line with meteorological advice, as passengers safety is paramount:
For all UK departure ports and Guernsey Tel: 01202 207216
JERSEY: Tel 01534 872240. GUERNSEY (local calls only) 12023.

Please provide a mobile telephone contact number in order that Condor Ferries and/or Condorbreaks will send a text message in the event of a reschedule or amendment to your sailings.

In addition, in cases of emergency, our Burnham-on-Crouch office is manned daily (except 25-26 December and 1 January) Mon – Thurs: 9am – 6pm, Fri/Sat: 9am – 5.30pm, Sun and Bank holidays: 10am – 4pm. The telephone number is 01621 784666.

Please note that if you decide to cancel your holiday as a result of adverse weather, this will be classed as “an act of God”, there will be no refund made and you should make the appropriate claim on your insurance policy.

GENERAL INFORMATION

DISABLED CLIENTS

We are most anxious to assist wherever possible. It is therefore vitally important that full details are provided to us in good time and to avoid any possible confusion, in writing. If you need any further information or advice at any time, please ask.
Clients who are confined to a wheelchair must advise us well in advance of travel.

If you have requested assisted boarding, please check-in 90 minutes prior to departure using your hazard lights in the queue. The Condor Ferries check-in staff will direct you to the correct queue. See http://www.condorferries.co.uk/plan-your-trip/disabled-facilities.aspx for further details.

The catamaran services from Poole plus the ship service from Portsmouth feature facilities for the disabled. NB: Where wheelchair assistance to board, or disembark from the catamaran has been requested, it is quite likely that the Carrier will require you to be in possession of a medical certificate from your doctor confirming your fitness to travel, plus advice of any medication you are taking. In some instances, this written information is required prior to travel and where applicable we will notify you or your travel agent. Where for medical reasons special services are required (such as special diets, etc) we are always pleased to assist where possible. In such circumstances would you kindly advise us of any requirements in writing, and in good time.

If you are hiring a self-drive car in Jersey or Guernsey, please take with you your UK disabled car-driver sticker. In Jersey disabled clients can park in official disabled areas although a Jersey ‘disc’ card is required from the Visitor Centre at Jersey Tourism. In other areas where ‘scratch’ cards are required for parking in authorised areas clients displaying their UK disabled car sticker are entitled to park for double the normally allowed time. Further information for Blue badge holders on Jersey.

In Guernsey, UK parking discs are permissible. However, it is not permitted to park on a yellow line. In any short term parking areas (30 mins or 1 hour) where the UK disc is displayed, parking is allowed for up to 2 hours.
Important When taking delivery of your car please seek updated information. Avis in Jersey or Europcar in Guernsey car rental staff will be pleased to assist you.

TRAVELSMITH – FAITHFULLY YOURS

In keeping with Company policy we are always striving to provide the very best of service. We have a team of highly experienced representatives in Jersey and Guernsey on hand seven days a week to offer assistance and to try to resolve any problems that may occur in a fast, friendly and efficient manner. No one likes a complaint, neither client nor tour operator, although it is inevitable, however hard we try, that some complaints will be received. Our immediate priority is to resolve such problems on the spot so that little or no holiday disruption is caused.

Should you have a complaint whilst on holiday, it is vitally important that you contact the supplier of the service (e.g. Hotel Manager) and our representatives so that we may have the opportunity to restore holiday satisfaction with a minimum of delay, and in accordance with our booking conditions. Remember too, in extreme cases our Head Office (tel: 01621 784666), is open daily year-round (excluding 25-26 Dec, 1 Jan) and we will be pleased to assist wherever possible

If, on your return from holiday, you have an unresolved complaint, you must contact the Operations department at Condorbreaks, with full written details, in order that we can carry out a swift investigation.

We are a privately-owned family company and wholly dependent upon the goodwill and future recommendation of our clients.
We are always receptive to suggestions and ideas which may further improve the quality of our service.

SPECIAL DIETS

Higher grade hotels usually offer a sufficient choice of menu to cater for all tastes. However, we must point out that in guesthouses and many middle range hotels where special diets such as vegetarian meals are requested, the menu will be very limited and should be advised to us in advance. Breakfast may not always be a cooked English breakfast, but may be a full Continental style breakfast.

HOTEL EXTRAS TO BUDGET FOR

Please note that any extra costs incurred whilst on holiday such as laundry, additional drinks, telephone calls, etc, should be settled direct with the hotel, prior to departure, and will be subject to 5% Goods and Sales tax in Jersey.

DUTY-FREE ALLOWANCE

Leaflets are available detailing the duty-free allowance is per person. The Channel Islands are outside of the European Union and duty free allowances still apply.

HOLIDAY INSURANCE

Holiday insurance cover is considered essential.
As a general rule remember to obtain receipts for any expenses incurred that may be included in a claim. Any loss or damage to your luggage by the shipping company whilst in their custody must be reported immediately and an official report obtained from the Carrier. If you lose any valuables, please report to the police within 24 hours and obtain acknowledgement from them.

HEALTH COSTS IN THE CHANNEL ISLANDS

Guernsey does not have a reciprocal agreement with the UK; meaning that visitors will have to pay for medical treatment provided, if taken ill during their stay. More information here.

Whilst emergency treatment will be provided in the A&E departments, it is considered essential that all visitors to the C.I. be in possession of appropriate travel insurance which includes cover for all other medical expenses incurred, and possible repatriation.
Most policies do NOT cover medical expenses incurred in the C.I. This is because most travel insurance policies only provide cover for medical expenses incurred outside the UK, but for the purposes of the policy cover, insurers usually include the C.I. within their definition of the United Kingdom. This has the effect that the policy would not respond to a claim for any medical expenses incurred during your stay.

Jersey have recently reinstated the reciprocal agreement with the NHS, for emergency cover. Further information can be found here.

The EHIC card is NOT valid in the Channel Islands.

CHANNEL ISLANDS CURRENCY

Jersey and Guernsey both trade in sterling, thus British coins and notes mix freely with their own, so there’s no problem. All the big banks have branches in the Islands and cheques and credit cards are widely accepted.

CHILDREN’S MEALTIMES

Some hotels in the Channel Islands (mainly higher grade), provide earlier evening meals for children, in order to enable adult guests to dine in a more relaxed manner and may insist that families with babies and young children use this facility. Some hotels may make a charge for food consumed by children under two years where Travelsmith have made no charge for the holiday.

BABY-LISTENING SERVICES

Those hotels offering this facility normally make arrangements for their reception staff to ‘listen-in’ on a regular, although not permanent, basis. Certain higher-grade establishments may be able to offer full baby-sitting facilities, arranged directly with the hotel on arrival and payable direct. If this service is specifically required, please ask in advance.

SWIMMING POOLS

Where the brochure shows holiday accommodation with pools, please note that the pool may not always be in use during the early and late seasons. It should also be noted that lifeguards are generally not provided. Furthermore, all pools may be subject to closure or restricted use in line with regulations that may be imposed by the local authority at any time. You are not permitted to use a swimming pool outside certain hours – please check with the establishment – due to safety measures and cleaning procedures etc.

SHOPPING

The Channel Islands are free of VAT in the shops and restaurants, however there is GST tax of 5% in Jersey.

EXCURSIONS

There is a wide range of excursions available, all bookable through your local representative. Please note that no refunds are available for unused excursions unless 24-hours prior notice is given (except when bad weather or operational reasons prevent the excursion/s from taking place).

A WORD ABOUT CONDUCT

We should point out that with the support of ABTA (the Association of British Travel Agents) all hotels, airlines, shipping lines, etc, have the right to refuse admission/transportation to any persons behaving in a disorderly manner to the discomfort of fellow holidaymakers. Moreover, any such persons will have no redress regarding refunds on tickets, etc. We are sure that this ruling can only help improve matters for the vast majority of clients.

AMENDMENTS TO TRAVEL ARRANGEMENTS

Should you wish to amend your return travel arrangements, please notify your Travelsmith representative or contact our head office. If it is possible for us to make a change, higher charges will apply as in many cases the special rates upon which your holiday cost has been based, are linked to specific ferry departures and/or days. Obviously, in the case of an emergency (e.g. family illness) such costs may be covered by holiday insurance.

SPECIAL REQUESTS

We regret that any requests made are not guaranteed unless confirmed on your service voucher.

TRANSFERS

If a private taxi transfer has been arranged, please ensure you re-confirm your return travel arrangements with our local representative, or directly with the taxi firm.

*Transfers are not provided for those clients who are taking their own car, bicycle or who have booked a self-drive hire car for the full holiday duration with arrangements to pick up/leave the car at the port.

HOLIDAYS IN JERSEY

TRANSFERS

Transfers from Jersey harbour and vice versa with Tantivy Blue Coaches can be pre-booked – please check your confirmation and ensure you have transfer vouchers. A Tantivy coach will be awaiting your arrival to take you to your holiday accommodation: please contact your Travelsmith/Condorbreaks representative on arrival.

NB: Please check your return pick-up time with Tantivy Blue Coaches 48 hours prior to your departure telephone 01534 706706.

†For clients staying at the Norfolk hotel, St Helier, transfers are with Waverley Coaches. To check your return pick-up time, 48 hours prior to your departure, or if you have any other queries, check with hotel reception.

GOODS AND SALES TAX

Please note that the States of Jersey charge a 5% GST. This will be added on to the price of any items you purchase in Jersey. This will include any extra’s purchased at your holiday accommodation such as drinks etc.

TRAVELSMITH REPRESENTATIVES

We have local representatives at your service and our local staff will always be pleased to assist if you have a query or problem.
If your query or problem is materially affecting the enjoyment of your holiday, it is vitally important that you contact our representatives at once in order that we are given the opportunity to resolve any problems whilst you are on holiday as for obvious reasons, it is impossible to resolve such matters retrospectively. Our Jersey representative can be contacted on 01534 737317 and their local mobile number will be detailed on the Welcome Pack provided upon arrival.

Nov-Mar: Mon-Sat 9am – midday
Apr-Oct: Mon-Fri 9am-2pm, Sat 9am-1pm, Sun 9am-midday
Answerphone at other times, telephone 01534 737317.

If you should require us to secure alternative accommodation on arrival or during your stay (due simply to it being unsuited to your requirements) our representatives will, of course, render their assistance but we should point out that you will be asked to meet any additional cost incurred.

HOLIDAYS IN GUERNSEY

TRANSFERS

Transfers from Guernsey airport or harbour and vice versa are included in the holiday cost where indicated on your holiday confirmation. A coach will be awaiting your arrival to take you to your holiday accommodation: please contact your Travelsmith representative on arrival, Island Courier Services, tel: 01481 200001. Your transfer is arranged with Island Coachways, tel: 01481 720210 (07:00 – 17:30) or outside of these hours, please contact the Duty Manager on < href="tel:+447781 120 210">07781 120 210. Please check your confirmation and ensure you have transfer vouchers.

NB: Please check your return pick-up time with our representative or Island Coachways at least 48 hours prior to your departure.

HOLIDAYS IN ALDERNEY, HERM, SARK

Transfers by taxi from Alderney airport or harbour where indicated on your holiday confirmation – Island Taxi’s will be waiting for you outside the “Arrivals Terminal.” Should your flight arrive early, pick up the Freephone which goes straight through to them.
In the event of any queries please contact Island Taxi’s on 01481 823823

On Sark, luggage is transferred from and to the harbour. Ensure all bags are clearly labelled. Transfers by horse and carriage are payable direct unless advised by us to the contrary. There is no transfer service available in Sark on Sundays.

For passengers to Herm, porterage is included from the quayside.

Since there are no Travelsmith/Condorbreaks representatives’ resident in Alderney, Sark or Herm, please contact the Hotel Manager if you require assistance. In cases of emergency please contact Head Office on 01621 784666 or 01621 734111.

Disabled clients who are travelling to the smaller islands must advise us well in advance of travel, as special transfer arrangements may be necessary.

YOUR HOLIDAY ACCOMMODATION IN THE CHANNEL ISLANDS

HOTELS AND GUESTHOUSES

Gradings are set by Visit Britain. Full details can be found here.

On arrival clients may usually occupy their rooms from noon, 3pm at the latest, and are requested to vacate them on departure day by 10am. Holidaymakers arrive and depart the Channel Islands at many different times of day and hotels sometimes provide a light meal outside normal mealtimes but this is purely at their own discretion. (For this reason clients arriving in the evening are advised to eat en route.) Half board commences with the evening meal and terminates with breakfast (these arrangements may vary during Christmas and New Year periods and in some guesthouses and hotels on Sundays, where lunch may be substituted in place of an evening meal – please check on arrival).

Double bedded rooms may be zip-and-link twins.

MEALS – TEMPORARY ABSENCE

Please note that no allowance can be given for unused accommodation or meals not taken due to temporary absence, including late arrival on first day or early departure on last day.

CAMPING

Notes on camping and equipment:
Normally clients will be able to occupy their tents by 1pm (or earlier if possible). Departing clients should vacate their tents by 9:30am so that all equipment is ready for new arrivals. However, those campers with an afternoon departure may request a later departure with the campsite.

In the vast majority of cases, cars cannot be parked alongside tents (for safety reasons). However, the campsite has adequate parking facilities.

SELF-CATERING

Arriving clients may normally occupy their units from 1pm and are asked to vacate them on departure day before 10am. Linen, towels and tea towels are provided. Basic provisions can be ordered on your arrival. Simply send your list direct to your holiday accommodation stating arrival date. Payment to be made on arrival.

CAR PARKING

For motorists hiring or taking their own car, where parking at your holiday accommodation is available, advice is shown in the individual description. For obvious reasons town centre hotels are less likely to have parking facilities. There are a number of car parks/parking areas, some requiring scratch card payment. These can be purchased from many shops and garages) in Jersey. In any event it may not be possible to obtain public parking adjacent or close to your hotel. Some hotels may make a charge for car parking – please ask for details. See http://www.gov.je/Travel/Motoring/Parking/Pages/index.aspx for further details.

Hire cars in Guernsey provide a parking disc free of charge. If you bring your own car, you may buy this disc from garages and other outlets for just £2.50. Parking in designated areas is then free. See http://www.gov.gg/parking for further details.

POOLE PORT

The Passenger Terminal
New Harbour Road South
Hamworthy
Poole
Dorset
BH15 4AJ
Telephone: 01202 207215

PORTSMOUTH PORT

Portsmouth International Port
George Byng Way
Portsmouth
Hampshire
PO2 8SP
Telephone 02392 865164

JERSEY PORT

The Elizabeth Terminal
St Helier
Jersey
Telephone: 01534 601000

GUERNSEY PORT

White Rock
St Peter Port
Guernsey
Telephone: 01481 729666