booking terms and conditions
The small print (important – please read)
Please take time to read the following terms and conditions carefully. They are the basis of the contract between yourself and PGL.
A contract will exist between us when we have taken your booking and required payment. You will then automatically receive a confirmation/invoice detailing exactly what has been booked. If you think anything is incorrect please contact us straight away. All correspondence will be with the person named on the confirmation invoice who accepts the following conditions on behalf of all participants. The contract between us is governed by English Law and any dispute will be dealt with under the exclusive jurisdiction of the courts of England and Wales. Any monies paid to an appointed agent will be held by the agent for PGL until they are paid over to PGL.
The balance of your account is payable not later than 12 weeks before holiday commencement. If payment is not made by the due date, we reserve the right to advise you of the cancellation of your holiday booking and make a cancellation charge at the appropriate rate. Full payment must accompany bookings made within 12 weeks of departure.
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked with PGL and for your repatriation in the event of our insolvency. We provide this security by way of a bond held by ABTA.
If you book arrangements other than a package holiday from us, your monies are protected by way of a bond held by ABTA.
For bookings to UK centres and to overseas centres by coach, PGL Travel Ltd holds a bond with ABTA. This arrangement means your money will be refunded or you will be brought back to the UK (where your contracted arrangements include return travel to the UK) if already abroad in the unlikely event of our being unable to provide your holiday due to our insolvency.
PGL Air Travel Limited holds an Air Travel Organiser’s Licence issued by the Civil Aviation Authority (CAA) (ATOL number 4630). This means the bookings inclusive of air travel are ATOL protected. We, or the suppliers of the services you have bought, will provide you with the services you have bought (or a 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 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 contract 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). For further information, visit the ATOL website at www.atol.org.uk.
If, after you have confirmed your booking, you wish to make any alterations, an administration charge of £25 will be made per amend. Any such amendment may be telephoned to PGL in the first instance but must be confirmed in writing immediately thereafter with the appropriate amount enclosed. However, if a major amendment is requested less than 8 weeks prior to the starting date of the holiday, we reserve the right to treat your request as a cancellation and charge the appropriate cancellation fee as detailed below.
In order that all our staff have the correct information we cannot accept additions or alterations to travel arrangements within 7 days of the commencement of the holiday.
PGL will do its utmost to provide all of the arrangements that have been confirmed, but must reserve the right to alter or cancel any activities, accommodation or other arrangements, including escorted travel, if operational, weather or other considerations so dictate.
If we have to make a major change to your holiday, we will offer a suitable alternative if available, or 100% refund, if we are not able, in our opinion, to offer an alternative that is sufficiently comparable. Compensation will be paid as below if we have to make a major change to your holiday within 8 weeks of holiday commencement, unless the change is due to circumstances beyond our reasonable control, including but not limited to war, riot, civil commotion, act of God, industrial dispute, Government action, epidemic, disease, adverse weather or natural disaster.
- 56–29 days – 10% of holiday price
- 28–15 days – 15% of holiday price
- 14 days or less – 25% of holiday price
The price of your holiday is subject to surcharge due to unforeseen increases in fuel costs, Government action such as increases in VAT or any other Government imposed increases or adverse currency exchange rate variations.
Even in this case, we will absorb an amount equivalent to 2% of the holiday price which excludes insurance premiums and any amendment charges. Only amounts in excess of this 2% will be surcharged but, where a surcharge is payable, there will be an administration charge of £1 together with an amount to cover agents’ commission where relevant.
If this means paying more than 10% of the holiday price, you will be entitled to cancel your holiday with a full refund of all money paid except for any premium paid to us for holiday insurance and amendment charges. Should you decide to cancel because of this, you must exercise your right to do so within 14 days from the issue date printed on the surcharge advice.
The prices of our holidays abroad have been fixed according to an exchange rate of 1.19 Euros to £1 as published in the Financial Times on 12th December 2016. You will be notified 8 weeks before departure if a surcharge is due on your holiday.
If you find that you cannot take your PGL holiday and have to cancel, for whatever reason, your deposit will be forfeited to cover our costs. If we receive your written cancellation within 56 days of your holiday commencement date, higher cancellation charges will be made, as follows:
- 56 to 29 days prior to commencement – 30% of the total holiday price
- 28 to 15 days prior to commencement – 45% of the total holiday price
- 14 to 1 days prior to commencement – 100% of the total holiday price
- On or after the commencement date – 100% of the total holiday price
The date of effective cancellation is calculated on the day of receipt of written advice in our Reservations Department.
Travel costs are forfeited unless written cancellation is received more than 14 days prior to holiday commencement. Your PGL holiday insurance may cover the cost of cancellation. If in doubt don’t hesitate to contact our brokers, Fogg Travel Insurance Services, on 01623 631 331.
If you have any feedback regarding any aspects of the holiday, prior during or after the holiday then we would like to hear from you and we want put this right for you as soon as possible. If you wish to contact someone regarding any aspect of this then you can do the following:
Prior to the holiday:
If booking via our team at Head Office you will be sent an online questionnaire to gather your feedback, however, if you wish to speak to someone regarding your experience, then please call us on 0333 321 2114 and one of our Senior Team would be happy to speak with you.
During the holiday:
If your child is not happy with any aspect of the holiday we recommend that they immediately speak to their Group Leader or any member of PGL staff so we are able to help rectify the issues as soon as possible. If your child does not feel comfortable doing this then there is a discreet ‘chatter box’ system on centre which allows them to communicate their concerns in writing. If you wish to speak to anyone regarding any concerns or issues during the holiday we recommend that in the first instance you contact the centre directly and speak with one of the Guestcare Team, who can speak with your child or address any issues raised, alternatively you can speak with one of our team at Head Office and we can advise or assist you further.
After the holiday:
We want to hear all about your experience as we always use feedback to continuously monitor and improve our holidays and ensure we are delivering the highest levels of customer care and service. Once the holiday is over we will send you an online feedback form for you as a parent and for each child that visited the centre and ask for you to rate all aspects of the holiday and provide as much feedback as possible. Unfortunately due to the large volume of feedback forms that we receive we are unable to provide responses for these and therefore if you wish to raise a complaint in relation to the holiday we recommend that you call us on 0333 321 2114 and speak with one of our Senior Team or alternatively email email@example.com or write to us at PGL Travel Ltd, Alton Court, Penyard Lane, Ross on Wye HR9 5GL, with the details of your complaint/feedback.
Once we received your email, one of our Senior Team will take responsibility for responding to your feedback/complaint. We will carry out an investigation, including speaking with any key staff and requesting logs or evidence that provides clarity for the issues you have raised. If we feel further information is required prior to doing this, we will be in touch via phone. This is usually within 7 working days, but can take longer during busy periods. Once we have collated all information required to respond to you, we will do so by phone or in writing within 28 days, although our aim is always to do this sooner.
If you are still unhappy, your complaint may be referred to arbitration under a special scheme arranged by the Association of British Travel Agents in conjunction with the Institute of Arbitrators. This scheme provides for a simple and inexpensive method of arbitration on documents alone, with restricted liability on a customer in respect of costs. The scheme does not apply to claims for an amount greater than £5,000 per person. There is also a limit of £25,000 per booking form. Neither does it apply to claims which are solely or mainly in respect of physical injury or illness or the consequences of such injury or illness. The scheme can however deal with compensation claims involving minor injury or illness, subject to a limit of £1,000 per person. Application for arbitration must be made within 9 months of return from holiday. Further details can be supplied by ABTA on request. Their address is: 30 Park Street, London SE1 9EQ.
If your complaint relates to an online booking, the EU Commission Online Dispute Resolution (ODR) platform is also available for you to submit your complaint here
PGL accepts responsibility for those elements of the holiday arrangements which are under our direct control, and for the acts and/or omissions of our employees, agents, subcontractors and suppliers. Save as set out below, no liability is accepted for personal illness, injury or death.
We do accept responsibility for any personal illness, injury or death which results from the negligent (as the word is understood in the English Law) acts or omissions of any servant or agent, or any supplier, working on our behalf in the provision of services or facilities to you and whilst acting within the scope of their employment.
Please note, however, that we do not accept liability for any air or sea carriers whose individual conditions of carriage apply and are often subject to international agreements. We cannot be held responsible for the failure or inability of any equipment or computer programme to recognise or correctly interpret or process any date as the true or correct date, or to continue to function correctly beyond that date.
We cannot be held responsible for the loss of enjoyment or additional expenses due to delays or changes in any travel arrangements or other services which are caused by circumstances amounting to force majeure, such as, but not limited to war, riot, civil commotion, act of God, Government action, epidemic, disease, natural disaster, industrial dispute or adverse weather conditions. We can only be liable for the provision of special requests where we have confirmed their availability in writing.
Should you or any member of your party have the misfortune to suffer illness, injury or death during the period of your holiday, arising out of an activity which does not form part of the arrangements made by us, we shall, where appropriate, and subject to our reasonable discretion and prior agreement, give you and your family every help that we can by way of initial assistance, including initial legal costs associated there with, up to a maximum value of £5,000 per booking. You must request such assistance within 90 days from the date of the misadventure and in the event of there being a successful claim for costs against a third party or there being suitable insurance policies in force, the costs incurred by PGL shall be recoverable from yourselves.
We shall not be liable in respect of any loss of profits, damage to goodwill or any type of special, indirect or consequential loss even if such loss was reasonably foreseeable or we have been advised of the possibility of you incurring the same. Subject to the above, and excluding liability for death or personal injury, our liability shall be limited to £15,000 (pounds sterling) in respect to any one claim.
It is the responsibility of the parent/guardian to advise PGL of a child’s special diet and swimming ability in writing or by telephone at the time of booking. This information will be reconfirmed to you in our documentation. (All children participating in water sports must be able to meet PGL’s swimming requirements as detailed in the Parent Guide.)
It is also the responsibility of the parent/guardian or other person acting in ‘loco parentis’ to fully advise PGL, when booking, and then follow this up in writing, of any illness, disabilities, social or behavioural problems that a youngster currently has, or has recently experienced, which might affect the youngster or other guests during the PGL holiday We may request written confirmation confirming the suitability of the holiday for your child with particular reference to such considerations as social compatibility, physical access, successful participation and health and safety. We will naturally treat any personal information sensitively and respect confidentiality. We are committed to making our holidays as accessible to as many guests as possible, however, very occasionally we may not be able to provide the service required and will refund any deposit paid.
We reserve the right to exclude any person before or after holiday commencement if important personal details have not been fully declared and/or his/her behaviour is incompatible with the general enjoyment and wellbeing of others. Collection would be entirely at the responsibility and expense of the person acting in ‘loco parentis’ to whom any costs for damage and other expenses incurred would also be charged.
Behaviour deemed inappropriate may include (but is not limited to):
- Under age buying and consumption of alcohol
- Leaving the site unless accompanied by a PGL member of staff
- Suspected involvement with illegal drugs
- Smoking outside of designated areas and smoking by under 16s
- Entering accommodation used by the opposite sex
- Theft or illegal activities
- Threatening behaviour, bullying, offensive or insulting language to other guests, PGL staff or any other person resident on centre
- Anti social behaviour affecting other guest’s enjoyment of their holiday
- Leaving rooms during the night without a legitimate reason
- Deliberately tampering with safety systems (e.g. CCTV, Fire Alarms)
- Misuse of mobile devices
- Sharing or viewing inappropriate material or abuse of social or other media
- Damaging other guests property
Your personal property, including baggage, is your own responsibility at all times, unless any loss or damage is due to our negligence or failure to carry out our responsibility. Please note that an adventure holiday is not the place to bring mobile phones, expensive watches, jewellery, photographic equipment or other precious items which may not be covered by the PGL insurance.
The personal information requested at the time of booking and on subsequent proformas is held on computer and required to allow our employees, agents, sub-contractors and suppliers to provide the promised holiday to our normal high standards. By providing us with the information required for booking you are deemed to accept the above and to have gained consent from the parents of all members of your party to disclose their details to us. At time of booking or requesting a brochure, whichever is sooner you will be asked if you wish to receive future mailings from PGL and/or carefully selected third parties. If you do not wish to receive these mailings, please advise at the time of booking or alternatively write to the PGL Marketing Department, Alton Court, Penyard Lane, Ross on Wye HR9 5GL.
We regularly take photographs and videos for promotional and training purposes, if you do not want your child to appear in these you must write to PGL Customer Service and inform PGL Staff on arrival at the centre.
PGL Travel Ltd is a Member of ABTA with membership number V2683. ABTA and ABTA Members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street , London, SE1 9EQ Tel: 020 3117 0500 or www.abta.com
Important note: It is a condition of special offers that we advertise online for our UK holidays that customers also purchase insurance from us at the time of booking. You will not be able to complete your booking online unless you have included insurance in your basket at the time you complete the checkout procedure.
The details here are published in good faith in December 2016.