PLANNING THE C.N.A. WAY


 

 

WE CAN CALL YOU


 

 

We will call during our office hours at your preferred time

0115 9610590

COME AND SEE US

office

We offer free parking, a private planning suite and a great cup of coffee! Call to book a meeting.

0115 9610590

Business Hours

Monday - Friday: 9am to 6pm
Saturday: 10am to 5pm
Sunday: Closed

Address

Complete North America
Private Road No. 2
Colwick Quays Business Park
Colwick
Nottinghamshire
NG4 2JY

cnaoffice

THE C.N.A WAY

• Be inspired by our website

• Call or mail our qualified North America experts

• Tell them your ideas, tastes, interests & budget

• Receive a personally tailored itinerary & cost

• Change any aspect of our proposal to suit you

• One assigned Account Manager for your holiday from start to finish

cna-office

PLAN A TRIP

Plan a Trip to USA & Canada

Helpful Information

The 'Complete North America' Experience

Complete North America ~ Who are you?

Complete North America ~ Who are you? The story of Complete North America began in 1999. Founders Duncan Harwood and Roger Thompson had both held senior positions at other tour operators specialising in travel to North America. Both possessed a burning desire to be masters of their own destiny and develop for themselves their obvious passion and ability to create unique travel experiences to the USA & Canada. The early days were not easy, securing trading licenses from The Association of British Travel Agents and the Civil Aviation ATOL license was a real challenge for a start-up company but was a fundamental requirement in their eyes, no compromise could be acceptable when it came to offering complete financial protection and security for their customers. Bitter challenges from previous employers, the terrorist attacks in America on September 11th 2001, and the resulting war in Iraq were just a few of the hurdles they had to overcome. But ultimately their desire to succeed born out through a lot of hard work, an unwavering commitment to serving their customers to the best of their ability and for offering unique and innovative travel experiences to the continent of North America saw the company steadily expand from the early days in August 1999, to what it is today – A multi million pound company operating from a sound financial footing and employing a team of 13 people. Our team are the MOST important part of the start, middle and end of your holiday experience so, take a minute to meet them ~ Staff Profiles. The business plan in 1999 is the same as it is to this day, to harness the power of the internet to communicate their services and products to those looking to enjoy a unique and personalised travel experience to the USA or Canada. In addition to this, customers are always welcome to visit our headquarters in Nottingham where our brand spanking new and redesigned office awaits your next adventure!

Can I amend any of your itineraries or are they fixed as per the website?

Yes of course! We pride ourselves on the amount of experience we have of travelling within North America so we want to provide you with a holiday that will match your every need ~ we can either start with a set itinerary and make changes or if you have a plan in mind please let us know and we can advise accordingly we work with virtually every hotel in the USA & Canada, all scheduled airlines that fly to all airports in both countries, several car hire companies, numerous motorhome providers and most sightseeing attractions to make your holiday absolutely perfect – All you have to do is tell us what you wish to do – Either call us or email, whichever is the best for you.

What if I know where I want to go but I don’t know how to put it together?

What if I know where I want to go but I don’t know how to put it together? Leave it to us! We LOVE tailor making your holidays, so just pick up the phone and talk to one of our experienced and knowledgeable Account Managers and we can advise on the very best adventure for you ~ we will always encourage you to do a bit of research before you call as we want you know be passionate about where you want to travel but, give us the starting point (be it a particular city, or National Park or even film name!) and we will guide you from there. We generally like to pre-arrange the entire package for you ~ so to include your return Trans-Atlantic flights, transfers, any car hire that may be required, accommodation, excursions and attraction tickets. However, if you need us to organise only part of this then please do let us know, we can be flexible to suit your requirements. Please remember though, the best deals are always able to be given when we package everything up, certain offers that we may be able to give may not be applicable to you if some elements of the holiday are not booked through Complete North America ~ please ask your Account Manager and they will expand on this if needed.

Do you get to experience the places I want to go?

Unfortunately…yes!! When we make a purchase we value the advice of somebody who knows the product I am interested in buying. We know that we’re not going to buy a Land Rover from a Ford dealer or an iPhone from a Sony shop. So in the same sense we don’t wish to be a travel operator selling travel to all corners of the globe knowing a little bit about everything but a lot about nothing. Quite simply the USA & Canada is our destination of choice so it’s where we focus our time and resource, to know the most and offer the best level of service possible – It’s a passion not just our job. For our own experiences to wet your travelling appetite, please see C.N.A. Travellersand even more importantly, for our customer’s experiences please read through our testimonials section, there might just be something on there that you’ve always wanted to do ~ Client holiday Experiences

Am I protected ~ do you hold an ATOL licence?

Your package holiday shown is sold by Complete North America Limited as a member of the Hays Travel Independence Group. All payments will be handled by Hays Travel Limited and will be financially protected by the Civil Aviation Authority under Hays Travel Limited’s ATOL Number 10531. The ATOL scheme ensures that you will not lose the money you have paid over and will not be stranded abroad should the ATOL holder fail. When you buy an ATOL protected air holiday package or flights from us you will receive a Confirmation Invoice from us confirming your arrangements and your protection under the Hays Travel Limited Air Travel Organiser’s Licence number 10531. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk. If you buy arrangements that do not include flights then this financial protection does not apply.

What are your booking conditions?

For all the information that you need relating to our booking conditions, please refer to our website ~ Booking Conditions

Do you arrange holidays for groups? (10 people or more)

Yes we have many years of experience with group holidays, ranging from incentive groups, hen/stag parties, wedding parties, specialist groups, events and if required we can provide a member of our own team to escort you for an even higher level of service and comfort for your party – please call us for more details and we can get the best rates and the best holiday for you and your party or for more information on our group booking and management service with a case study please click here ~ Groups

Booking Process

How do I book my holiday with Complete North America?

It’s simple! If you would like to go ahead with the holiday arrangements that we have provided to you, simply all/email your Account Manager, ready with your full contact details, date of birth and passport information, deposit payment details and any further questions that you may have and we will take you through the process. If you would like for your Account Manager to contact you at a mutually convenient time, please do not hesitate to ask for a call back.

Can I call into your office to book/talk about my holiday plans?

We would love you to come and see us! We think our offices are pretty cool, we’ve created a customer presentation suite where you can enjoy a coffee and watch any kind of presentation on our widescreen TV’s, oh and you get to meet our pet Yellowstone National Park Grizzly Bear called Lyra! Our office hours are from 9am to 6pm Monday to Friday and 10am to 5pm on a Saturday – We do require a pre-booked appointment to ensure your Account Manager and the presentation suite are available at a convenient time to suit you.

What deposit do you need from me to confirm my holiday with you?

Your initial non-refundable deposit payment is usually just £150.00 per person. This amount can change depending on the dynamics of your holiday booking, but you will be notified by your Account Manager at that time and the amount will be confirmed to you in writing on your travel quotation or proposal. Please also be aware that we do have special low deposit payment offers from time to time so look out for these offers too!

What forms of payment do you accept for my deposit?

There are a number of ways that we can accept your deposit payment from you. If you would like to pay via credit or debit card over the phone, we accept all major cards (Visa, Visa Debit, MasterCard, Maestro Debit and AMEX). You can action a bank transfer directly to us ~ please note our bank details below ~ or you can send us a cheque in the post. Bank Transfer ~ To action a bank transfer to us, please first notify your Account Manager that this is your preferred way to pay. We would ask that you include your personal reference number (please ensure that you ask your Account Manager for this detail) so that we can track this payment. Some transfers can take a few days to reach us but please be assured that we will notify you via email as soon as it clears into our account.

Complete North America Banking Details:

Barclays Bank
53 Fawcett Street
Sunderland
SR1 1RS
Account Name: Hays Tour Operating Ltd
Sort code 20-83-69
Account No.73258505

Do you charge a credit card fee for payments?

We don’t charge any credit card (Visa/MasterCard/AMEX) fee when making a payment for your initial non-refundable deposit as detailed to you by your Account Manager, as we can absorb the relatively small fee passed on to us from the credit card companies, however we do need to charge a 2% fee when you are due to make your remaining balance payment if you choose to use your credit card. This can of course be avoided by paying by via debit card, cheque or bank transfer (see above for our bank account details). In the event that you are travelling within 10 weeks of your holiday departure date, full balance will be required and if you choose to use a credit card to make this payment, then a 2% fee will apply. If you are not sure, please speak to your Account Manager.

What happens after I pay my deposit?

When you have concluded the process of supplying all details to your Account Manager and paid your deposit, we then work to put in place all agreed travel arrangements within 14-21 working days. Once all bookings are confirmed we send you a ‘Confirmation invoice’ document via email detailing everything we have booked on your behalf with the receipt for your deposit payment. At this point it’s really important that you check everything is correct and as you expected, if not you need to call your Account Manager. Once you are happy with everything you must sign and return to us the ‘Confirmation Acknowledgement’ that accompanies the confirmation as a separate attachment.

When do you need my balance payment?

All outstanding payments due must be received at least 12 weeks prior to departure but fear not, we will contact you closer to the time via email with a friendly reminder, along with a few important points to remember to organise before you travel!

Between the time that your holiday arrangements are confirmed in writing to you and your scheduled departure date, we would encourage you to do a little research on the areas that you are visiting so that you make the most of your time there! Please see our Recommended Excursions section for ideas as to those special extras that you may wish to pre-arrange through us to really make this an experience and adventure to remember. If there is anything that is not on here that you wish to do, please do ask your Account Manager and they will advise from there.

When do I get my travel documents?

Complete North America will send your travel documents to you approximately 2-3 weeks prior to your departure date. In the majority of cases we dispatch your travel documents by Federal Express courier and as such a signature will be required upon delivery. Unless otherwise specified we will send your travel documents to the address as detailed on your ‘Confirmation/invoice’ document but, we can arrange for them to be sent to an alternative address such as your work, a neighbour or family member. Please provide this detail at least 4 weeks prior to your departure date in writing (Email is fine!)

North America Visa / ESTA Requirements

Do I need a visa to travel to the usa?

In most circumstances, no visa is required for travel to the USA for any British Citizen passport holder and many other European passport holders, who intend to travel for up to 90 days within the USA. We are allowed to enter the USA as part of the ‘Visa Waiver’ scheme, which is now known as an ‘ESTA’. This is an electronic process filled out online by you, the traveller, and MUST be completed at least 72 hours prior to departure. Please note that a separate one is needed for each person, you cannot travel as a group/family on one Visa Waiver application number. Further details along with the relevant website where you can obtain an ESTA form part of your ‘Confirmation invoice’ document as emailed to you by your Account Manager. If you do not hold a British passport, but would like to find out if you still fall under the ‘Visa waiver’ scheme, please refer to https://travel.state.gov/content/visas/en/visit/visa-waiver-program.html

Can you tell me more about the ESTA?

ESTA stands for Electronic System for Travel Authorisation. For those of you who have been lucky enough to travel the America before may recall completing green forms on the aircraft just prior to landing ~ Well effectively these green forms have been replaced by this online process. Every passenger has to apply/obtain ESTA authorization at least 72 hours prior to his/her UK departure. For every new ESTA application a $14.00 fee is applicable. Payments can be made by credit card directly when you complete your application. Your application will not be submitted for processing until all payment information is received. Once granted the ESTA is valid for 2 years. For more information/authorisation please visit the official US government site: https://esta.cbp.dhs.gov

Please note there are various other websites that will try to charge a handling fee that is considerably more than the $14.00 fee so please ensure you visit the official website as detailed.

Do I need a visa to travel to Canada?

Commencing from March 15, 2016 it is possible to speed up your entry into Canada by applying online for an Electronic Travel Authorization (eTA) at a cost of just CA$7.00 per person, if you hold a British or Irish Passport or any other passport as listed http://www.cic.gc.ca/english/visit/visas.asp

This process will become compulsory for travel from 1st October 2016 – however in the meantime, for 2016, we at C.N.A. recommend that you apply for an eTA to smooth your entry into Canada.

If you prefer not to apply for an eTA you will need to present the immigration officer with your flight tickets (e-ticket/itinerary) showing proof of entry and departure from Canada in addition to your passport and you will need to complete an immigration form on the aircraft prior to arriving in Canada – please do not hesitate to speak to our experienced team by calling 0115 9610590 if you are unsure.

What is an eTA?

eTA stands for Electronic Travel Authorization. For anyone who has travelled to Canada in the past you may recall completing a form on the aircraft just prior to landing ~ Well effectively these forms have been replaced by this online process.
For every new eTA application a CA$7.00 fee is applicable. Payments can be made by credit card directly when you complete your application. Your application will not be submitted for processing until all payment information is received.
Once granted the eTA is valid for 5 years and the current cost is CA$7.00. For more information/authorisation please visit the official Canadian Government site:
https://onlineservices-servicesenligne.cic.gc.ca/eta/welcome?lang=en&_ga=1.256411464.2145267427.1450271554
Please note there are various other websites that will try to charge a handling fee that is considerably more than the CA$7.00 fee so please ensure you visit the official website as detailed.

Flights / UK Air Departures

Which airport do we depart from in the UK?

In most cases, the direct (non-stop) flights with the scheduled airlines will depart from London Heathrow. There are also some direct non-stop departures from Manchester and London Gatwick into a limited number of US cities, these are very few but we will of course advise you accordingly of the available departures based on the airline’s current schedules during the process of preparing your personal travel quotation.

Can I fly from any other airports in the UK?

Due to our extensive and well established arrangements with the Trans-Atlantic airlines, we are able to offer domestic connections from most of the major cities within the UK and also Europe. The main airports that we are able to offer connections from are; Manchester, Newcastle, Birmingham, Bristol, Glasgow, Aberdeen and Edinburgh. Please note that in most cases your flight will not be direct, there will be at least one stop en-route to the US ~ but we will of course advise of the most efficient and cost effective options for you based on your specific requirements.

How do I find out which terminals I’m travelling to/from?

Please refer to your Booking Confirmation for this information as we confirm this as part of your flight details ~ we also encourage you to re-check your flight departure at 48 hours prior to your departure to ensure that no flight schedules have changed and all is as you expect.

How do I book seats on my flight in advance?

In some cases we are able to pre-assign your seats but please be aware that these are always subject to availability and never guaranteed. Some airlines will not allow you to pre-assign your seats until 90 days prior to your departure, and some will charge you a fee for doing so prior to the 24 hours free online check-in and seat assignment. It’s very important that you refer to the respective websites of your airline to read their own seating policy detail.

‘Advance Passenger Information’ or APIS – what is this?

For security reasons, most countries now require airlines to provide details about their passengers before they travel. This is known as Advance Passenger Information (APIS) ~ this usually consists of your full name as per passport, your date of birth, gender, where you are flying to and your emergency contact details. This information needs to be provided by you and given directly to the airline via their website. Please log into your flight booking using the reference number that we detail on your booking confirmation document and provide this detail at least 72 hours prior to your departure.

Providing your APIS should not be confused with applying for your visa waiver/ESTA. You will still need to follow the entry rules for the United States as well as any customs and passport control regulations ~ please see our ‘ESTA/Visa Waiver FAQ’ for more detail.

What experience can I typically expect on-board my flight?

The major airlines that we work with are all renowned for their exceptional service; the inclusions whilst on board the aircraft will depend on the class that you are booked in and the airline itself. Please refer to your respective airline for more detail.

What is my checked baggage allowance?

If travelling in Economy Class then the checked baggage (the bag that will go in the aircraft’s hold) allowance is generally one bag per person weighing up to 23kg. If travelling with British Airways then a second bag can be included for a cost of £34.00 (correct at time of print) which would need to be arranged directly with British Airways prior to travel commencing.

If travelling in a ‘Premium Economy/World Traveller Plus’ cabin then the allowance is generally 2 bags per person with a maximum weight of 23kg per bag. The next classes up (Business/Club World Class and First/Upper Class) will vary between airlines, so please refer to your respective airline and ensure that you are looking at the ‘Trans-Atlantic’ luggage allowance.

Please note that a local charge for your hold luggage may occur if travelling on domestic flights within the USA and if applicable this will be detailed to you as part of your travel documentation pack.

What is my hand baggage allowance?

This will vary again depending on the airline that you travel with however, in general you are allowed one piece to fit their specified dimensions, a handbag or briefcase in addition to this and also a laptop bag if needed. Some airlines will allow fairly large weight allowances for hand luggage BUT you must ensure that the dimensions as specified are met.

Can I check-in online?

Yes, in most cases you can check-in online 24 hours prior to your flight departure, and no earlier. You will need to log on to your respective airline’s website and log into your booking using your reference number as detailed by us on your booking confirmation document. This process will speed up the time taken when at the airport, as you will not need to check-in there but simply drop your bags in the designated area as instructed.

Is it possible to upgrade my flights?

If travelling with either British Airways or Virgin Atlantic it may be possible to upgrade your flights from ‘Economy Class’ to ‘Premium Economy Class. The cost of such an upgrade does vary according to the time of year and flight availability at the time, however we will be pleased to inform you of the applicable cost if this is something you are interested in. If you would like to travel in ‘Business Class’ or ‘Upper/First Class’ we can again provide you with the necessary supplements for travelling in such a class of service.

Transportation on Arrival

How do I get to my first hotel?

If you would like assistance we can arrange airport transfers in most locations and if such a service had been included as part of your holiday this will be detailed on your Booking Confirmation. Otherwise our personal experience is that in most locations in the USA and Canada a taxi can often be the quickest and most cost effective option with well organised taxi ranks in operation at most American and Canadian international airports.

If you would prefer for us to organise a private transfer, whether it be a limo or sedan then we also offer this service ~ prices are subject to availability at time of booking so please ask us and we will quote accordingly!

Car Hire in North America

Changes from June 2015, how does this affect my rental?

Starting June 8th 2015 our rental partners in the USA and Canada will accept the following UK licences:

– Paper driving licences issued prior to the introduction of the photo card in 1998 will remain valid and will be accepted for rental when presented with a passport and valid credit card in the name of the renter.
– For photo card licences issued after 1998, the photo card must be within its validity dates and should be presented along with a valid credit card in the name of the renter.

Please note that these requirements apply to rentals in the USA and Canada only.

Can additional drivers be added to my car rental?

Depending on the car hire company we use for your holiday, in most cases we will able to include up to 3 additional drivers (USA) with your car rental with no additional charge, the actual car rental agreement will be made in one name, that person as mentioned needs to present a valid credit card, and the other drivers can then be added to the rental agreement by presenting their valid driving licences (both parts if holding photo ID licence) at the depot when collecting the hire car. In Canada, there can sometimes be a limit to two drivers but, this is not always the case as it will depend on who your car hire is booked with. Your Account Manager will confirm this to you at time at proposal stage.

What is the car rental minimum age limit in the USA and/or Canada?

You can actually hire a car from the age of 18 years in the US with a valid and full UK licence however, this is only within certain states ~ namely Wisconsin and New York. Anywhere outside of these you will have to be at least 21 years old with a valid and full UK drivers licence. Between the ages of 21 and 24 years we will include car insurance for you but there is an additional fee of $25.00 plus taxes/fees per driver per day applicable ~ this must be paid directly to the car rental company on collection of the vehicle ~ you are NOT safe to drive without this. You will see more below relating to motor home hire.

Is there an upper age limit when hiring a car?

No, as long as you hold a full and valid UK driving licence and there is no reason why you should not drive in the UK, then there are no upper age restrictions.

I don’t have a credit card, will this cause a problem?

If renting a car or motorhome in the USA or Canada a credit card is required when collecting the vehicle and it is *very* important that the lead name that such a reservation is made under holds a valid credit card. It is also likely that hotels in the USA/Canada will ask for credit card details when checking in to cover the cost of incidentals. If no one in your party has a credit card please contact your Account Manager and they will be able to advise further.

Can you guarantee the make and model of the vehicle that I pick up?

In one word, no. We are not able to guarantee the exact make or model of the vehicle that we quote to you in the vast majority of situations, purely because the car hire company will not guarantee this to us. You will be booked under your desired category (e.g. an ‘Intermediate car’ or a ‘Standard SUV’ or ‘Convertible Car’) but we cannot guarantee which car it will be until you pick up the keys. We will always note the example make and model as given by the car rental company but this is just an example to give you an idea of size, specification and the number of people/luggage it will hold.

What about the American muscle cars, can these be guaranteed? (Please!)

It might seem slightly contradictory to the previous FAQ but, in very certain locations across the USA we can quote for some of those specialist vehicles that all you petrol heads ask for ~ these will *always* be subject to availability, and they are only available on round-trip rentals and not one-ways, so why not go all out and enhance your road-trip and hire a Ford Mustang or Chevy Camaro for your holiday ~ all you need to do is ask!

What’s included in your Alamo Gold Package?

Unlimited mileage,  Collision Damage Waiver (CDW), Liability Protection (LP) ($1 million liability coverage), All airport fees, All State/local taxes and surcharges, 24 hours Roadside Assistance, One tank of fuel, Cover up to 4 drivers in total

Roadside Plus – this optional extra can only be added and paid for locally at a cost of $4.99 plus taxes/fees per day of rental

Key replacement: replacement keys or a locksmith will be sent.
Flat Tire: if the vehicle’s spare tire is installed and serviceable, it will be installed to replace a flat tire. If no inflated spare tire is available, the vehicle will be towed in accordance with the towing provision.
Towing: Towing charges will be covered at no additional cost should the vehicle be inoperable.
Jump start: A battery boost will be provided in an attempt to start the vehicle.
Lockout service: If the keys are locked inside the vehicle, service will be sent to gain entrance.
Fuel delivery: A limited supply of gasoline will be delivered to the vehicle to enable you to reach the nearest open service station. (Up to three gallons or equivalent litres).

PAI – Personal Accident Insurance/ PEC – Personal Effects Coverage – this combined optional extra can only be added and paid for locally at a cost of $5.50 plus taxes/fees per day of rental

Renter Option
Personal Accident Insurance is offered at participating locations. This policy is issued by National Union Fire Insurance Company. PAI protects you in the event of accidental death or bodily injury for the duration of the rental. Your passengers will also be covered, but only while they are entering, occupying or leaving the car.

PAI Benefits 

Renter Each Passenger
$175,000 Loss of Life $17,500 Loss of Life
$3,000 Medical Expenses $3,000 Medical Expenses
$200 Ambulance $200 Ambulance

Total Liability of $225,000 per accident
PAI coverage will not apply if you have violated the Rental Agreement, or if loss results from intentionally self-inflicted injury, aircraft travel, while committing or attempting to commit an assault or felony, in consequence of being intoxicated or under the influence of any narcotic.

PEC Benefits

PERSONAL EFFECTS COVERAGE (PEC)
This coverage is offered at participating locations. This policy is issued by National Union Fire Insurance Company. PEC is sold in conjunction with Personal Accident Insurance (PAI). PEC covers theft or damage to the personal effects owned by you, the renter, your immediate family members who permanently reside with you and your business associates. This is in effect while travelling or in any hotel or building enroute during a trip with the rental car for the duration of the rental.

PEC Benefits

Renter Each Covered Person
$525 ($25 deductible) $525 ($25 deductible)

Total aggregate insurance of $1,500 per rental period. (Excludes certain types of personal effects; loss or damage due to theft unless reported to police or due to mysterious disappearance or while in care, custody, or control of a common carrier; also wear and tear; gradual deterioration; and government action.)

Motorhome (RV) hire in North America

Where do I collect my RV from?

Full details of the RV company’s address and collection process will form part of your travel documentation pack sent to you approximately 2-3 weeks prior to departure.

How do I get to the RV depot?

As we work with several RV companies, this can vary depending on the company that you are renting your vehicle through. Transfers are provided between certain locations by certain RV companies and if this is applicable to you this inclusion will be detailed on your Booking Confirmation, otherwise you would need to make your own way to the relevant depot.

I don’t have a credit card, will this cause a problem?

If renting a motorhome in the USA or Canada a credit card is required when collecting the vehicle and it is *very* important that the lead name that such a reservation is made under holds a valid credit card. It is also likely that hotels in the USA/Canada will ask for credit card details when checking in to cover the cost of incidentals. If no one in your party has a credit card please contact your Account Manager and they will be able to advise further.

What is the minimum/maximum age to rent an RV in the USA and/or Canada?

You can actually hire an RV from the age of 21 years with a valid and full UK licence ~ you are even okay to drive motorhomes up to a length of 39 feet (I know!!) on a full and valid UK licence at no additional charge.

Most motor home companies do not have an upper age limit to drive however, there is one that will limit you up to 79 years so, please check with your Account Manager for more specific information.

What’s actually included when renting an RV with Complete North America?

To ensure that you have everything you need, we like to provide you with as much as we possibly can on a pre-paid basis so there are no ‘surprises’ or ‘hidden extras’ when you arrive to pick your vehicle up. Typically we will quote for; your nightly rental, all necessary insurances and taxes, a vehicle kit, personal kits for all party members, pre-paid mileage (whether it be unlimited or in blocks of 500 miles/800 kilometres), one way fees (if applicable) and transfers where available. There are certain extras that we can look to pre-arrange for you, whether it be a toaster, a bike rack or a coffee machine, but these are subject to availability and dependent on the motor home provider that you ultimately chose to hire from.

What about the campsites ~ do you reserve these for me?

We really do encourage you to do some of the planning and research for your RV holiday, it is after all the most free and flexible way to travel! In the case that you want to pre-reserve your camp sites ~ and this is strongly recommended in the Summer months around popular areas i.e. National Parks ~ then you will need to visit like likes of www.koa.com (Kamps of America) where you can book your camp sites all at once.

Do I need to reserve my camp sites or can I just stop where I like?

This is a slightly tricky question to answer but, in our experience we would recommend reserving your camp sites if you are travelling with children, are not too familiar with the area, visiting areas that are very popular, i.e. National Parks, or simply wanting to stick to a schedule.

Campsites have great facilities, so you shouldn’t need to stop ‘on the road’ but it doesn’t mean to say that you can’t. Each state will have its own laws, rules and regulations as to where you can camp so please do check this out prior to your travel ~ we really wouldn’t want any mug shots in our photo competition!!

What do the camp sites cost?

There are so many camp sites to choose from, and the price will differ on their; location and the facilities they offer; the size of motor home you are driving and the type of site you want, and whether they are privately run or not. If you budget around the $35.00 per night mark, you shouldn’t be far off overall.

What’s the typical mileage that an RV will do?

Typically, the motor homes will do anywhere between 8-12 miles to the gallon (eek!) ~ this will depend on the terrain that you’re covering, how big the vehicle is and of course how economically you choose to drive it!

What documents do I need when I pick up my rental?

You will need you current driver’s licence ~ the licence must not expire during the rental period ~ a credit card in the name of the lead renter/driver and your passport.

How many people can drive the RV?

All adults aged 21 years and over who are staying in the vehicle (must not exceed maximum capacity) are able to drive the vehicle as long as a valid and full UK licence is held ~ please present this information at time of RV pick up.

Is there a security deposit required for RV hire?

Yes, in most cases this will be anywhere up to $1000.00 per incident ~ your credit card will be swiped to reserve this amount so please ensure that you have a valid credit card handy. This is not necessarily true for all RV rental companies that we use, so if you want to reduce this to zero there are further options with certain companies ~ please just ask.

I’ve never driven an RV before, will I get any guidance?

You will receive a full orientation of the motorhome, including the maintenance use and responsibility of the vehicle. Orientation will include a video introducing general concepts of motorhome use as well as a personal instructional walk around of motorhome by a qualified instructor. Operator manuals are provided for clients to take with them. You will also have the opportunity to practice in the RV car park so please do take up this opportunity!!

Holiday Vouchers

  1. Voucher valid until expiry date stated ~ currently for all new bookings confirmed on or before Dec 31. 2017 for travel up to & including Mar 31. 2018.
  2. Voucher valid to the value as stated on it.
  3. Each original voucher has its own unique no. (i.e. 010015) ~ this must be advised at time of enquiry/booking.
  4. Each original voucher (Not copy) must be redeemed to C.N.A. Nottingham office at time of booking in order for voucher value discount to be applied.
  5. Voucher cannot be used against ‘flight only’ bookings. Moreover, travel must consist of at least 2 of the following components:
  6. A minimum 7 nights prepaid accommodation.
  7. A minimum of 14 days car rental.
  8. Return transatlantic flights.
  9. Voucher(s) can be used against new bookings only taken from Apr 01. 2016
  10. Voucher (s) can be used in conjunction with other C.N.A. company offers.
  11. Voucher(s) not redeemable for cash.
  12. Voucher(s) valid against C.N.A. holidays only.
  13. Voucher(s) are available to purchase in the following denominations – £25, £50, £100

Hints & Tips from the team

What is the best way to take my holiday money to the USA & Canada?

There are several options – cash, credit card, pre-paid currency cards, travellers cheques and use of own debit card – as we are not qualified to advise the detail of each product we suggest that you contact your bank or a foreign exchange bureau for more advice. In our experience though, a credit card is absolutely vital when travelling as they’re widely accepted and are used as a guarantee when checking in, hiring cars and motorhomes.

Breakfast in North America

Eating breakfast in North America is such a big part of the culture, especially in the States, try and venture out of your hotel and find yourself a great little diner or restaurant and treat yourself to a real American breakfast, you can always eat in a hotel back at home! If you’re not always in the mood for a big breakfast you can always grab a bagel and a coffee from a local establishment before hitting the road!

Sat Nav (GPS)

If we were only allowed to recommend one thing that every traveller on a driving program should pay for it would be a GPS system – we never travel without one. They are most effective when cross referenced with the tailored routings we give you as you should not always follow the GPS, unless you want to spend the whole time on Interstates (Equivalent of our motorways) but in the heart city or just for monitoring progress they are invaluable and in conjunction with our special route maps it’s a winning combination!

Phone Cards

If you think you may want to make telephone calls during your time in America or Canada then please please make it a priority to obtain a pre-paid phone card from a convenience store like Walgreens although many places sell them. You will be able to make International calls for a fraction of the cost encountered using mobile phones or indeed dialling directly from a hotel phone. You can still use a hotel phone, you simply dial a free phone number on the pre-paid card, enter you unique pin number and then the number you want to dial. As an example a $25 card will last most people 2 weeks if you were to call a landline in the UK for say 5/10 minute call once a day, where as just ONE call of the same length dialled directly from a hotel phone is likely to cost the same.

Petrol or Gas!

The price of gas varies widely across the USA but you may find the following link useful to check on the going rates currently ~ http://www.gasbuddy.com/ Please keep in mind there can still be quite wide local variations particularly around National Parks where you should expect to pay more.

Car Parking

Unless otherwise stated on the hotel website expect to pay for your parking. This is more common in the cities. This is not a charge that we can ‘pre-pay’ for you so please do not assume that we have! Most hotels rather than motels offer the option of self-parking or valet parking (where you drive up to the door and an attendant takes your car) the latter obviously costing more and again is a more common option in the cities or hotels/resorts that might considered to be 4-5 star. Charges vary wildly but in the major cities could be $30-50 per night!

Excursions

We can pre-book many excursions or attraction tickets to enhance your holiday experience. To view our ever growing list of pre-bookable excursions please click here

One specific attraction to note – Alcatraz (San Francisco)

If there is one attraction in the whole of America you should pre-book before you go, it’s Alcatraz. For days (or even months) in advance the ferries that take you across to the island are booked up, particularly in summer so please if you are going to San Francisco speak to your Account Manager who will be happy to book it for you and add it to your package with us. By the way it’s well worth it – fabulous experience!

Can you get me tickets to sporting events?

We can indeed assist with tickets for sporting events – American Football, Baseball, Golf, Motor Sports, Ice Hockey, Basketball etc. All tickets are subject to availability and this service is offered as part of our holiday booking service, Please call us for more details.

Tipping

A real hot potato for us Brits ~ in America it’s part of the culture and ultimately it encourages some of the best customer service in the world. So what do you tip? The most common times you will need to offer a tip (Gratuity) are the following, these are very broad guys there is no set rule:

  • Dining: Between 15% – 20% is considered normal.
  • Luggage assistance (Hotel Bellman): If you accept help with you luggage on arrival at hotels $1 or $2 per bag is normal, this would be the same if they collect your luggage from the room and load your car up for you on departure.
  • Hotel concierge: Tricky one this, I would tip $5-$10 depending on what they did for you. If they arrange the most fabulous table at a wonderful restaurant and the chef comes to say hello you can always go back to the concierge at the hotel, thank them and offer them a further small tip.
  • Parking: If you valet park pay $1 each time the parking attendant fetches your car from the parking lot for you (Your valet parking charge will be billed separately to your room).

Drive south on the Pacific Coast Highway

If possible plan your itinerary to drive south along the Californian Pacific Coast Highway – this puts you on the coast side of the highway and affords better views. Driving north is fabulous too and there are lots of pull outs to stop for pictures so this tip needs to be kept in context but if you have the choice my tip will give you just that little bit extra on one of the world’s most amazing coastal drives.

Las Vegas hotel check-in

When checking in at your hotel in Las Vegas expect to see airport style lines… Rather unique to Las Vegas but such is the size of each hotel and the numbers of people that come and go every day that check-in here is on a grand scale – Just a heads up to be prepared.

United States of America Public Holidays

Travelling during any public holiday or Federal Holiday as they are also known in America will mean things get a little busier just like anywhere else. Unless you particularly wanted to be part of any celebration we’d advise trying to plan you travel to avoid public holidays. To check on the dates for public holidays this year click here

Got a tip for your fellow travellers?

We’d be delighted to add it to the list just drop it in an email to us and we’ll do the restenquiry@completenorthamerica.com

Our trading policy is both professional and fair at all times. The Booking Conditions are simply a clearly set out contract which details the responsibilities of Complete North America and you, the customer.

If you would like to speak to us directly about our Booking Conditions, please call us on 0115 961 0590.

Conditions
These conditions shall form the sole contract between the person signing the Confirmation Document and all other persons named on the Booking Confirmation (referred to as the ‘Passenger’) and Complete North America Limited (referred to as the ‘Company’). These conditions may not be altered or varied except by notice in writing to the person signing the document by a duly authorised officer of the Company. When booking a holiday, the Passenger(s) will be asked at a given point to complete, sign and return the Confirmation Document. Where an inclusive holiday is provided by another supplier then their respective ‘Booking Conditions’ will apply to which we the ‘Company’ and you the ‘Passenger’ must comply.

Contract
No contract shall exist between the Company and the Passenger until the Company has received the Confirmation Document duly signed and completed together with the deposit amount as specified by your Account Manager (usually £150 per person but subject to change) or, in the case of telephone reservations, when a credit card has been used for the deposit to secure the reservations. When you contact us to make a booking, we act as an agent for the relevant carrier which will be disclosed on your documentation. We reserve the right to substitute the carrier, if necessary. When you have paid the required deposit and we have confirmed your booking, a contract exists under which we accept responsibility for the provision of all the services described in our invoice. The balance of the full holiday price must be paid either at the time of booking, or no later than twelve weeks before departure, failing which the booking shall be deemed to have been cancelled and cancellation charges will apply. For bookings made within ten weeks of departure, the full cost must accompany the Confirmation Document. The person signing the Confirmation Document shall be deemed to act as Agent for all persons shown thereon and that signature shall bind all members of the travelling party jointly and severally to the Booking Conditions.

Your Financial Protection
When we package your holiday for you we act as agent of Hays Tour Operating Limited (ATOL 10531). Your contract will be with Hays Tour Operating Limited and the following booking conditions will apply to your booking. All payments will be handled by Hays Tour Operating Limited will be financially protected by the Civil Aviation Authority under Hays Tour Operating Limited ATOL Number 10531. The ATOL scheme ensures that you will not lose the money you have paid over and will not be stranded abroad should the ATOL holder fail.

When you buy an ATOL protected air holiday package or flights from us you will receive a Confirmation Invoice from us confirming your arrangements and your protection under the Hays Tour Operating Limited Air Travel Organiser’s Licence number 10531. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk. If you buy arrangements that do not include flights then this financial protection does not apply.

Your Financial Protection. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is 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 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 the 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 contact 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).

If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

Insurance
Complete North America insists that adequate Travel Insurance is in place as we feel it is essential for your security and peace of mind. Complete North America can offer you comprehensive Travel Insurance, however, it is ultimately your responsibility to ensure you and all members of your party have in place adequate holiday Travel Insurance. We suggest this is in effect at the time deposits are paid to Complete North America Limited.

Your Holiday Price
When you make a booking you must pay a deposit of £150 (Excluding any special offers that might be applicable from time to time) On certain tailor-made holidays a higher deposit may be required and you will be advised of this at the time these bookings are made.

The balance of the price of your travel arrangements must be paid at least 12 weeks before your departure date. If the deposit and/or balance is not paid in time, we reserve the right to cancel your travel arrangements and retain your deposit.

The cost of the travel arrangements shown on your confirmation is calculated using the prevailing buying/selling rate of exchange for the US$ and the CA$ as published in the Financial Times on the date your deposits for these travel arrangements are received.

Changes in transportation costs, including the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and exchange rates mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission.

If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges.

We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must do so within 14 days from the date printed on your final invoice.

Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.

Amendment of Booking by you
If, after we have confirmed a booking, you request any amendments to your travel arrangements, communication charges and other expenses will be payable by you together with an amendment fee of £100.00 per alteration, whether or not we are successful in complying with the request. This does not include where cancellation charges should be applied and any increase in price. Name changes have to be treated as cancellation and rebook and you will be asked to pay any additional supplier costs if applicable as well as the above charges.

Alterations or amendments requested less than 12 weeks prior to departure will be treated as cancellations and will be subject to the appropriate cancellation charges. Should you alter arrangements at any time during your holiday without our consent, we cannot be liable for extra expenditure you incur as a result, i.e. local cancellation charges, transfers etc. Neither shall we be liable to pay you a refund for unused services.

Cancellation of Booking by you
Should you, or a member of your party, be forced to cancel, you must advise Complete North America in writing, this letter should be signed by the person who signed the original Confirmation Document. Cancellation charges, excluding insurance premium, will be calculated from the date written notification is received by Complete North America as shown below:

  • More than 84 days – Loss of Deposit
  • 84 – 64 days – 30% unless booking made within 84 days of travel & then 100% cancellation will apply
  • 63 – 50 days – 50% unless booking made within 63 days of travel & then 100% cancellation will apply
  • 49 – 36 days – 70% unless booking made within 49 days of travel & then 100% cancellation will apply
  • 35 – 16 days – 90% unless booking made within 28 days of travel & then 100% cancellation will apply
  • 15 days – Day of departure – 100%

Note: Where the deposit is higher than the percentage of the booking value at the respective time of cancellation the greater of the two amounts will apply. 

Alteration or cancellation of booking by Complete North America
Although Complete North America will make every reasonable effort to provide you with the holiday arrangements you book, occasionally it may be necessary for us to alter holiday arrangements for a number of reasons. We reserve the right to make such amendments at any time, however, this would not occur less than 14 days before the commencement of travel arrangements. Should these changes be minor, which includes the change of airline, alternative comparable arrangements will be offered. However, if a major change becomes necessary you will then have the choice of either: i). Accepting the changed arrangements as notified to you, ii). Purchasing another available holiday from us, or iii). Cancelling your holiday. Complete North America will not cancel your travel arrangements after the date when payment of the balance is due unless it is necessary to do so as a result of hostilities, political unrest or other circumstances amounting to force majeure, unless the client defaults in payment of such balance. Within 12 weeks of departure you will also be entitled to compensation in accordance with the scale below; provided we have received full payment. Period before scheduled departure date within which material modification is notified to you:

Compensation per person

  • 42 days or more – Nil
  • 41 – 29 days £10.00
  • 28 – 15 days £20.00
  • 14 – Day of departure £30.00

Important Notes
A material change is one made before the date of departure and one which includes a significant change of resort, a change of accommodation to that of a lower category and/or price, a change of flight time of more than 12 hours, or a change of airport which is inconvenient to you. Payment of compensation as in the scale above will not be paid for any change caused by war or threat of war, civil strife, industrial disputes, natural disaster, bad weather, terrorist activity, technical or maintenance issues with transport, changes of schedules or operational decisions of air carriers or similar circumstances beyond the control of Complete North America.

Liability
We always do our best to ensure that your holiday arrangements are satisfactory and we have taken all reasonable care to see that the various components parts of your holiday conform to a suitable standard. Accordingly Complete North America stand by the holiday arrangements we provide and accept responsibility should the services we offer prove deficient or fall sort of a reasonable standard. We also accept responsibility for not only the acts and/or omissions of our employees but also those of our suppliers. We are not however to be responsible for, nor do we accept liability arising out of death, bodily injury or illness caused to the signatory to the booking form and/or any person included in it. If any service called into question consists of carriage by air or by sea then our obligation and liability is limited in the manner provided by international conventions governing air and sea carriers. Complete North America accepts no responsibility during the course of your holiday for, and shall not be liable in respect of, loss, injury or damage caused by force majeure, events such as strikes, riots, civil strife, political unrest, hostilities, war or threat of war, terrorist activity, epidemic, quarantine or medical regulations, industrial dispute, fire, flood, nature and nuclear disasters, technical or weather problems affecting transport, aircraft grounding, closure of airport or ports or other similar events. If you or a member of your party is prevented from travelling on an aircraft because in the opinion of any person in authority at the airport (including by way of example but not of limitation of the police, pilot, or security personnel) you appear by reason of intoxicating liquor or misuse of drugs, either to be unfit to travel or likely to cause discomfort or disturbance to other passengers, our responsibility for your journey or holiday, including any return flight, thereupon ceases. Full cancellation charges will then apply and no refunds will be given. Furthermore, we will then be under no obligation whatsoever to pay you compensation or costs which you may incur in respect of or as a result of alternative arrangements you make. The Civil Authority Regulations allow all scheduled flight times and details to be changed by the airline or operator without prior notice. We cannot, of course, be in any way responsible for such changes. The responsibility of the Transatlantic and US domestic Airlines in connection with the holidays we book is limited to the carriage of passengers and their luggage in accordance with the Conditions of Carriage of the participating airlines. Many of these conditions employed by airlines and other carriers are subject of international agreements. On rare occasions where departures are delayed due to circumstances beyond the carrier’s control, such as adverse weather conditions and strikes, we regret that any expense incurred as a result is the client’s responsibility and refunds cannot be given in respect of hotel accommodation or meals not taken as a result of such a delay.

Complaints
Complete North America appreciates that in spite of everything, problems can arise. The majority of complaints can be sorted out on the spot and it is essential that you call the contact number that Complete North America will supply for problems and complaints. This number should be used as soon as a problem or reason for complaint arises. In the case of hotel reservations, the relevant number will be printed on your hotel voucher/confirmation. You should also where possible contact Complete North America by telephone/fax or email so that we may assist in trying to rectify any problem immediately. It is also essential that you let us know about all complaints within 30 days of your return to the UK. If contact is not made to our office this will obviously prevent Complete North America from taking action whilst your vacation is in progress. Complaints reported to our office, once you have returned home, must be received in writing. They will be acknowledged within 7 days of receipt, and a full response will be made within 28 days of receipt. In the unlikely event that we cannot resolve a dispute arising out of, or in connection with this contract, the complainant may (if you wish) be referred to arbitration under a special scheme which, though devised by arrangement with the Association of British Travel Agents is administered quite independently by the Chartered Institute of Arbitrators. This scheme provides a simple and inexpensive method of arbitration on documents alone with a restricted
liability on you in respect of costs. This scheme does not apply to claims for an amount greater than £1500.00 per person or £7500.00 per booking form or to claims, which are solely, or mainly in respect of physical injury or illness or the consequences of such injury or illness. The application for arbitration must be made within nine months of return from the holiday, but in special circumstances this period must be extended.

Health
You should ensure that you are aware of any specific requirement relating to health in the country you are visiting. You should consult the D.H.S.S. leaflets SA40 & SA41 (The Travellers guide to Health) available from the Department of Health. You should also check with your own doctor before your departure as to whether any inoculations are considered available and necessary for your destinations.

Documentation
All passengers must be in possession of a valid ten-year passport. British Citizen passport holders, staying in the USA for no more than 90 days do not require a visa, providing they are travelling on a return and/or onward scheduled airline ticket and have no criminal record. They must however complete the ESTA or Visa Waiver application at least 72 hours prior to travel by visiting https://esta.cbp.dhs.gov/esta/ US Customs and Border Protection make a small charge for this service which is currently $14 per application. British Citizens’ passports should have a validity of at least 3 months after your departure from North America. It is the responsibility of non British Citizens to ensure that they are in possession of the correct documentation to allow them to enter their country of destination. If you have any questions regarding your entry documentation for the United States and Canada then it is your responsibility to check this prior to departure with the relevant Embassy or Complete North America.

Seat Requests
Whilst we endeavour to assist with a request, we are unable to confirm or guarantee specific seats. The nonallocation of specific seats prior to, or on the day of departure, is not considered sufficient grounds for the passenger to amend or cancel their holiday arrangements.

We (Complete North America Ltd) are committed to protecting and respecting your privacy.

This policy (together with our terms & conditions of use and any other documents referred to in it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data, and how we’ll treat it.

For the purpose of the Data Protection Act 1998 (the Act), the data controller is:

Complete North America Limited, Unit 7D, Colwick Quays Business Park, Colwick, Nottinghamshire, NG2 2JY.

Information We May Collect from You
We may collect and process the following data about you:

  • Information that you provide by filling in forms on our website (“our site”). This includes information provided at the time of registering to use our site, subscribing to our service, posting material or requesting further services. We may also ask you for information when you report a problem with our site.
  • If you contact us, we may keep a record of that correspondence.
  • We may also ask you to complete surveys that we use for research purposes, although you don’t have to respond to them.
  • Details of transactions you carry out through our site and of the fulfilment of your orders.
  • Details of your visits to our site including, but not limited to, traffic data, location data, weblogs and other communication data, whether this is required for our own billing purposes or otherwise and the resources that you access.

IP Addresses and Cookies
We may collect information about your computer including, where available, your IP address, operating system and browser type, for system administration and to report aggregate information to our advertisers. This is aggregate data about our users’ browsing actions and patterns, and doesn’t identify any individual.

For the same reason, we may obtain information about your general internet usage by using a cookie file which is stored on the hard drive of your computer. Cookies contain information that’s transferred to your computer’s hard drive. They help us to improve our site and to deliver a better and more personalised service. They enable us:

  • to estimate our audience size and usage pattern;
  • to store information about your preferences, and so allow us to customise our site according to your individual interests;
  • to speed up your searches;
  • to recognise you when you return to our site.

You can refuse to accept cookies by activating the setting on your browser which allows you to do this. However, if you select this setting you may be unable to access certain parts of our site. Unless you’ve adjusted your browser setting so that it will refuse cookies, our system will issue cookies when you log on to our site.

Please note that our advertisers may also use cookies, over which we have no control.

Where We Store Your Personal Data
The data that we collect from you may be transferred to, and stored at, a destination outside the European Economic Area (EEA). It may also be processed by staff operating outside the EEA who work for us or for one of our suppliers or Members. Such staff may be engaged in, among other things, the fulfilment of your order, the processing of your payment details and the provision of services. By submitting your personal data, you agree to this transfer, storing or processing. We’ll take all reasonable steps to ensure that your data is treated securely and in accordance with this privacy policy.

Unfortunately, the transmission of information via the internet isn’t completely secure. Although we’ll do our best to protect your personal data, we can’t guarantee the security of your data transmitted to our site; any transmission is at your own risk. Once we’ve received your information, we’ll use our reasonable endeavours to try to prevent unauthorised access.

Uses Made of the Information
We may use information held about you in the following ways:

  • To provide you with information, products or services that you request from us or which we feel may interest you, where you’ve consented to be contacted for such purposes.
  • To carry out our obligations arising from any contracts entered into between you and us.
  • To allow you to participate in interactive features of our service, when you choose to do so.
  • To notify you about changes to our service.

If you’re an existing customer, we’ll only contact you by electronic means (email or SMS) with information about goods and services similar to those which were the subject of a previous sale to you.

If you’re a new customer, and where we permit selected third parties to use your data, we (or they) will contact you by electronic means only if you’ve consented to this.

If you don’t want us to use your data in this way, or to pass your details on to third parties for marketing purposes, please tick the relevant box situated on the form on which we collect your data.

Disclosure of Your Information
We may disclose your personal information to third parties:

  • As explicitly or implicitly instructed by you.
  • If Complete North America Ltd or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
  • If we’re under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms & conditions of use and other agreements; or to protect the rights, property, or safety of Complete North America Ltd, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.

Your Rights
You have the right to ask us not to process your personal data for marketing purposes. We’ll inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise your right to prevent such processing by checking certain boxes on the forms we use to collect your data. You can also exercise the right at any time by contacting us at Unit 7D, Colwick Quays Business Park, Colwick, Nottingham, NG4 2JY. Please mark your correspondence for the attention of the Data Controller.

Our site may, from time to time, contain links to and from the websites of our Members, partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we don’t accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Access to Information
The Act gives you the right to access personal information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.

Changes to Our Privacy Policy
Any changes we may make to our privacy policy in the future will be posted on this page and, where appropriate, notified to you by e-mail.

Travel Insurance is the one element of your holiday you cannot afford to leave home without, we make it our responsability as your travel provider to ensure we can offer you competitive rates for a quality level of cover and this is something we have very much been able to achieve through our membership of the Hays Travel Group.

As a customer of Complete North America it makes sense to take your travel insurance with us. Hopefully you never have need to use it but when you do we will be there to help with providing appropriate invoices, confirmations and whatever else you need to process your insurance claim quickly and with the minimal amount of fuss.

Cover Offered
The grid below shows rates for our most popular 17 day and annual multi trip policies based on our ‘Gold’ cover level.

Party size

17 day single trip Policy Worldwide Inc. USA/Canada

18-24 day single trip Policy Worldwide Inc. USA/Canada

Annual Multi Trip Policy Worldwide Inc. USA/Canada

Per Person

£49.00

£69.00

£79.00

Per Couple

N / A

N / A

£129.00

Family*

£126.00

£136.00

£159.00

* Denotes family of 2 adults and up to 5 children.

Summary of cover
Please click here for a summary of the cover offered