and PGL Response Plan
Coronavirus Information and PGL Response Plan
We are closely monitoring and following government guidelines and advice with respect to Coronavirus (COVID-19).
Further information can be found at:
Our centres are currently not operating until 31st May and a core customer service team are in contact with those affected customers directly.
We currently expect to operate our summer and October holidays as planned but we are monitoring Government guidance closely.
How to contact us has changed see contact us
Centre Operation: General Managers are responsible for:
- Ensuring that all PGL staff and guests are aware, through briefings and signage, of the need to maintain basic personal hygiene and regular hand washing – and that this is followed up in practice
- Ensuring catch it, bin it, kill it signage is on display in all communal bathrooms
- Ensuring hand sanitizer fluid is available at each entrance to the dining room and that it is used by all persons entering
- Ensuring liquid soap is provided in all communal toilets and guest accommodation
- Ensuring that all PGL staff are aware of their obligation to report any illness and making sure that all guests are requested to make similar reports
- Maintaining an enhanced cleaning regime including public spaces and common touch points such as door handles and light switches
In order to prevent viruses spreading, the following guidance sums up our approach and will be adopted at all PGL centres:
As with any other contagious illness that could be passed to other guests or members of staff, guests should not travel if they have shown symptoms such as fever or diarrhoea/vomiting in the last 48 hours.
We follow government and health (eg NHS) advice and guidelines. Any instances of sickness among guests or staff must be assessed on a case by case basis, but the priority is to establish:
- The cause or potential cause of illness (with professional medical advice as necessary)
- The potential for contagion or spread of the infection
- The most appropriate course of action to minimise transmission and contagion; which may include asking the guest/staff member to leave site or to apply quarantine measures.
In response to any illness outbreak, our aim is to isolate those individuals who are currently at high risk, to promote scrupulous personal hygiene, In addition, a vigorous cleaning programme will be established to minimise the further transmission from the contaminated environment.
Any action taken must consider the ‘high risk’ areas of the centre operation; any points of congregation or where there is an increased risk of transmission or contagion through increased physical contact, considering :
- Activities and other elements of the programme
- Dining room and catering facilities
- Accommodation/ communal and shared toilets
- Shared/social areas
- Retail facilities
Additional quarantine and specific plans may need to be applied to individuals who are not presenting symptoms, but are at high risk as they are more susceptible to illness and infectious diseases than others; for example, those who are pregnant, have depleted immunity, have cancer or another serious physical medical condition, or are elderly.
If any guest arrives on Centre and either presents or develops symptoms during their stay; General Managers are responsible for taking all possible steps to mitigate the impact and reduce the risk of further infection and for:
- Ensuring that contact for instructions is made with (as appropriate);
- Health Protection England – https://www.gov.uk/government/organisations/public-health-england
- Health Protection Scotland - http://www.hps.scot.nhs.uk/
- France - Service Veterinaire (part of the DDPP - départementales de la protection des populations)
- Following instructions and advice issued by these bodies with regard to quarantine procedures and travel
- Ensuring the all quarantined guests and/or staff are clear of the procedures and that working in conjunction with party leaders, their day to day needs (eg care, supervision, eating washing, cleaning) etc are met
- Maintaining a system for ‘tracking’ details of cases/suspected cases of infectious illness, with an early warning system that identifies any ‘clusters’ e.g. siblings, same family , same accommodation. It is recommended that this includes both a list and a centre map as this will aid identification of potential contagion.
- Ensuring all staff nominated to undertake the role of Duty Manager and all Heads of Department are familiar with the Infection Control Outbreak Response Plan and know how to access the appropriate designated resources.
- Keeping up to date communication with appropriate members of staff who are specifically trained to respond to an outbreak. Where possible, a dedicated cleaning team for environmental cleaning and servicing should be appointed as this will limit the spread of contagion. No-one involved in food handling should engage in this cleaning
- Making rooms available for isolation if required
- The General Manager (or during their absence the Duty Manager) will inform their Operations Manager
- The Operations Manager will inform the Duty Director
- The Operations Manager will advise if (as appropriate) who must be notified, following government/PHE Guidelines
- Our team will communicate with parents/guardians
The General Manager will ensure that all guests/visitors/staff on site are reminded of the need for high standards of personal hygiene as detailed in the prevention section of this policy.
I have a holiday booked for Easter or May half term, what are my options?
We are currently offering customers booked for Easter or May 2020 two options. To postpone their trip (paying just for the difference in cost of their holiday if relevant, with no amendment fee) or credit the holiday value to a holding account, to be used at a later date, up until and including May half term 2021. You should have received an email with further details on these options, however if not then please contact our holiday consultants at firstname.lastname@example.org.
Is there any change to holidays booked for summer?
We are currently hoping to be able to operate our holidays as normal during summer, however we have a team who are assessing the situation constantly and if this should change then our customers will be the first to know. Please rest assured that we will be in contact with you to determine your options should these holidays not be able to go ahead as planned.
The information below is valid for travellers covered by PGL/Fogg travel insurance. If your trip does not include insurance or you have opted to take different insurance, then please check with your insurer.
I am travelling within the UK, however I wish to cancel. Am I insured to get any monies paid back?
As with most insurance providers, the Fogg Travel Insurance Policy does not cover ‘disinclination to travel’ for any reason, including due to fear of an epidemic or pandemic.
Therefore, should any guests wish to withdraw due to concerns about Coronavirus, then normal cancellation charges will apply.
Please refer to our website for terms and conditions of cancellation information and costs specific to your holiday.
The Government has advised against travel to certain countries/regions, what happens if I am travelling to/from an affected area?
As of Monday 16th March 2020 the FCO (Foreign and Commonwealth Office) has advised against all but essential international travel for British nationals, for an initial period of 30 days.
If the FCO (Foreign and Commonwealth Office) or other official UK government bodies advise against all but essential travel, then PGL may offer suitable alternative dates or destinations.
The FCO advice not to travel is time specific – ie it must be in place 48 hours before travel. We are unable to offer refunds for trips in the future when it is unknown if the same advice will still be valid at the point of travel.
What if our return to the UK is delayed because of Coronavirus?
Costs for any extended stay and delayed travel would be covered by PGL and/or your Fogg Travel Insurance Policy.
What if a guest gets Coronavirus?
Our normal policy applies for illness before travel and so cancellation with a doctor’s note is likely to be covered.
If a guest gets ill during your stay, then this would be covered under the normal terms of insurance.