Essential information

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.

Your Financial Protection

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.

Changing your booking or travel

If, after you have confirmed your booking, you wish to make any alterations, an administration charge of £25 will be made per child. 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.

If we are forced to make changes

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 1.415 Euros to £1 as published on the Financial Times Website on 16th November 2015. You will be notified 8 weeks before departure if a surcharge is due on your holiday.

Cancelling your holiday or travel

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.

Reservations Department

Coach/ferry 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.

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 Manage/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 call us on  0333 321 2114 and speak with one of our Senior Team. Alternatively, you can email 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.

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 form. 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, 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 or visit ABTA's website

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.

Data protection

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.

Please click here for details of our privacy policy.


We regularly take photographs and videos for promotional and training purposes. If you do not want any member of your family to appear in these, you must write to PGL Customer Service and inform PGL staff on arrival at the centre.

The details here are published in good faith in November 2015.