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.

Cancelling your holiday or travel

In the event you have to cancel your PGL Family Adventures holiday, cancellation fees will apply, as follows as per our standard terms and conditions. If you have purchased our AdventureFlex cover you will be subject to alternative terms and conditions which can be found here.

Cancellation of Holidays:

(*) Please note, if you pay the full balance at the time of booking these charges still apply, please refer to the deposits section for the deposit amounts. 

Cancellation of additional extras:

Optional extras are refundable for holidays cancelled before the day of commencement

Coach/ferry travel costs are forfeited unless written cancellation is received more than 14 days prior to holiday commencement.

All cancellations need to be confirmed to us in writing as soon as possible by emailing families@pgl.co.uk. Please note that cancellation fees are calculated from the date on which we receive written communication and therefore we recommend that you contact us as soon as you are aware of the need to cancel the holiday. It may be possible (for a fee) to change the date or passengers on your booking as an alternative to a full cancellation, if you wish to get a quote or discuss your options please call us on 0333 321 2114. 

Compliments, feedback and complaints

If there is any problem with the holiday, we want to hear about this as soon as possible. Any concerns should be brought to the attention of the Centre Manager/senior member of staff immediately and we will do our utmost to put things right for you. Please note that we are not responsible for any issue, which you were aware of but did not bring to our attention during your holiday. Any reported issue, which has not been resolved to your satisfaction during your holiday, should be advised in writing to PGL within 28 days of the end of your holiday.

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, 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 family are not happy with any aspect of the holiday we recommend that you immediately speak to your Group Leader or any member of PGL staff so we are able to help rectify the issues as soon as possible, 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 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 email us at customerrelations@pgl.co.uk 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 need to find out more information from you we will contact you). Once we have gathered and reviewed all the information required to respond fully, we will do so by phone or in writing. We aim to reply thoroughly and promptly within a maximum of 28 working days of acknowledging your complaint, however, in some instances further time is necessary to be able to respond fully (but we will keep you informed of our progress if this is the case). In the meantime, if you wish to speak with a member of our Senior Team please call us on +44(0) 333 321 2114 and we would be happy to discuss any matters with you.

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. 

Our responsibility

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, sub-contractors 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.

Your responsibility

It is the responsibility of the person making the booking to fully advise PGL of any disabilities, social or behavioural problems that a member of the party currently has, or has recently experienced, which might effect them or other guests during the holiday. We will be pleased to advise you whether we have the staff and facilities to provide an appropriate holiday in these circumstances, with particular reference to such considerations as access, successful participation and health and safety.

The person making the booking also accepts responsibility for advising PGL of dietary requirements and swimming ability of all members of the party.

We reserve the right to exclude any person after holiday commencement if his/her behaviour is incompatible with the general enjoyment and wellbeing of others. The person making the booking accepts responsibility for any repatriation costs incurred together with any additional costs incurred at centre.

For overseas holidays, please note that it is your responsibility to ensure that all members of the party are in possession of a 5 or 10 year passport with at least 6 months remaining before it expires, and a European Health Insurance Card. You can obtain an EHIC on line at www.ehic.org.uk, by calling 0300 330 1350 or from your local Post Office. For further information on the country to be visited, please check the Foreign and Commonwealth Office website https://www.gov.uk/foreign-travel-advice or visit ABTA's website www.abta.com.

ABTA

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.

The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay on all trips that meet the definition of a package. For bookings to our 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 us being unable to provide your holiday due to our insolvency.

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 visit the ABTA website at www.abta.com.

Personal 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 an ideal place to bring mobile phones, expensive watches, jewellery or other precious items which may also not be covered by PGL insurance. Please ensure you have adequate insurance for any personal belongings you are bringing on your holiday.

Parking

We have ample parking on all our centres, however please note that parking is at your own risk and we cannot accept responsibility for any damages.

Data protection + privacy

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. 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 or email: families@pgl.co.uk

Please click here for full details of our privacy policy.