Check Points appears in every issue of Group Travel Organiser magazine looking at the more serious side of being a group organiser. If you have any comments or questions on this, or any other subject, please contact us.

For most group organisers, using a coach will form a major part of whatever trip they are organising. Indeed, it may well be a significant part of the fabric of the entire trip consequently it is not a luxury to get the process of booking a coach right. Many GTOs will be familiar with these processes, but some may not be so obvious and it is worth looking at these in detail.

Choosing an operator

Most GTOs will already have a good working relationship with a coach operator they have used before. But it may be the operator is not suitable for every job. Some, for example, may not have experience in operating in Europe or doing longer tours. Don’t be afraid to use another company if this is the case, making sure you have contracted the most appropriate operator for your trip.

Price is always clearly going to be a factor in making your choice, but it really shouldn’t be the primary one. You may find prices vary considerably, but make sure you are comparing the entire proposition, not just the price. When making comparisons, make sure the information supplied by you is accurate and the same in each case, and equally that you are very clear on the details of the prices you have received.

Take note of what features the company can offer such as; the age and specification of vehicles, experience of drivers, backup in case of breakdowns, etc. as all of these factors should affect the price offered.

You may, for example, be willing to pay more for a higher specification vehicle if you are planning a long trip or touring holiday, rather than a short day trip when you might expect to spend much less time on the vehicle.

You will find listings of operators in yellow pages, but using the internet, it is possible to find listings of companies that are part of the CPT’s accreditation scheme, Coachmarque, and other groups such as the Coach Tourism Council and the Guild of British Coach Operators.

Quotations

Quotations for work should be made on the basis of accurate information supplied by you. This is important, as, for example, the number of drivers may depend on the timing of the itinerary. Ask what the quotation includes and whether extras such as parking or road tolls are included, or whether you will be expected to pay these separately. On tours or longer day trips, it is important to establish whether it will be you or the operator who pays for the drivers accommodation and or meals.

Usually, you will at least have chance to advise that you will take responsibility for this, although conversely the company may insist on minimum requirements. The quotation will usually be subject to availability of vehicles and drivers, and ask how long it is valid for – you might find that
going back six months later the price has changed!

Booking the vehicle

Assuming you are happy with the price quoted and you go ahead and book, you will receive a booking confirmation from the company which is the contract between you. You and the operator need to be clear on who the group organiser is as the coach operator will require this nominated person to be responsible for the management of the group, including ensuring the adherence to instructions on times of departure etc.

When you receive the contract, you should ensure that it contains the following important information:

What size of vehicle has been booked and the maximum number of passengers that can be carried
The itinerary that will be operated with a mutual understanding on where the driver will need to take legal rest breaks. This is particularly important as it is often a source of conflict between drivers and organisers. It is also worth establishing how the company will operate the day – will the coach stay at the destination, for example, or will it return to base?
An agreement on additional charges that may accrue as a result of changes in the itinerary.
Whether the company has a right to impose surcharges where, for example, the date of hire is some time away and the price of fuel has changed significantly in the intervening period.
Details of payment terms including any deposit required.
Details of any cancellation terms. Typically, operators will almost certainly require cancellation charges within five days of a job, usually rising to 100% of the charge where the cancellation on the day itself. GTOs need to consider the implications of this if the coach is booked to go to an event that might be cancelled at the last minute.
An understanding of what the coach operator’s responsibilities will be in the case of breakdowns or delays.
An agreement on under what circumstances the operator might substitute another vehicle (including those from other operators) or ancillary facilities for all or part of the hire.
Cautionary information on the obligations of the Organiser in respect of the Package Travel Regulations.
Information on the company policy for carrying luggage and personal property.
A policy on gratuities for the driver.
It is also vital to know just what is reasonable for the coach operator to provide and what it isn’t. For example, one regular bone of contention is where an organiser asks for the provision of a particular driver, or has a particular expectation of what the driver will do. As a contract is a two way agreement, it must be absolutely clear between each party as to what the requirements are. For example, it is no good just expecting a driver to become a ‘tour manager’ as well unless this has been made clear in the contract. Likewise, specific requests for a particular driver have to made against the background that on a practical basis, the company is unlikely to be able to guarantee this and failure to provide will not be a breach of the contract.

Finally, when the trip is a resounding success, it’s always nice to write to the company and tell them. Mention the driver in particular if appropriate – the company will record this and it’s a vital part of maintaining staff morale. If it isn’t a success, write anyway and give them a chance to put it right!