Coronavirus Information

 

 

Summer 2020: Update

Firstly, we would like to thank you for your continued patience at this difficult time, particularly as we have had to initially prioritise those customers who were immediately impacted by the closure of our centres, at Easter and May half term, whilst also working as a smaller team from home.

As we ease slowly out of lockdown measures, we continue to plan to be operational this summer. However, it is very important to say that this will also depend on Government guidance as it develops. We are working hard to be able to adapt to any eventuality and be able to run great holidays this summer, in safety, but equally there is a chance that restrictions may ultimately prevent them from going ahead.

Whilst the situation and Government guidance continue to evolve daily, we feel it’s important to set a realistic and clear future date at which you will know if your holiday isn’t going ahead. We are therefore adopting a rolling 21-day planning deadline, ahead of any holiday start date. This will be the point at which we will contact any of you with holidays starting in 21 days’ time, to confirm if we are able to run the holiday. This means that currently any holidays up to and including 7th August 2020 are now cancelled. Our team have contacted all customers for this period, however if you haven't heard from us please email us at holidays@pgl.co.uk and our we will be happy to discuss your options. 

Further information is available below in our updated FAQ's below.

Thank you again for your continued understanding and support as we work through the ongoing impact of the Coronavirus Pandemic.

Family Adventures update: Following the government announcements on the 23rd June we are pleased to announce that we will be running Family Adventures at four UK centres this August. Please click here to visit our families website.

FAQ's: summer 2020

What happens if, 21 days in advance, my holiday isn’t going to go ahead?

We will aim to provide a suitable alternative at no additional charge in 2020 or 2021. This means we would transfer the funds on your existing booking to another comparable booking at a future date.

This can be for any directly comparable holiday (or holidays) in 2020 or 2021, even where the price of the comparable holiday (or holidays) is higher.We will also honour the terms of any special offer you may have received, so long as the original booking terms of that offer are met. Funds from your Adventure Holidays booking, when not paid for by childcare vouchers, are directly transferable to our our Family Adventures product. See here for details on holidays available this August. 

Because plans can change, we also want to give you some further flexibility and peace of mind if you rebook now but subsequently want to amend things down the line. We will therefore allow you to amend the holiday, centre or dates of your rebooking, once, without additional charge, provided it is done at least 56 days prior to the holiday date and remains comparable with your original booking. If you have any outstanding payments against your current booking, our normal payment schedules, as outlined in our terms and conditions, will apply, though will instead be calculated on your rebooked holiday date.

Dates and prices up to the end of August 2021 have now been added to our website, to make it easy for you to see suitable choices and to consider your options now, ahead of the 21-day deadline, should we subsequently contact you to say your holiday is not able to go ahead. If you subsequently choose to cancel your rebooking in the future, the date of cancellation will be taken to be the shorter of;

• The number of days before arrival of the original travel date booked, at the time the rebooking was made or,

• The number of days before arrival of the rebooked travel date, at the time you decided to cancel.

Our standard cancellation terms, as published in our booking conditions will then be applied based on this figure.

If a suitable alternative is not available or you do not wish to rebook, we will issue you a refund. Following current ABTA guidelines, of which we are member, this will be in the form of a ‘Refund Credit Note’ for the full value of all payments made to us. Refund Credit Notes also provide assurances and protect your refund under our ABTA membership, against any risk of insolvency.

Refund Credit Notes can be used as a credit against any future holiday booking throughout 2020 or 2021 when booked by the 31st January 2021. If you do not use your Refund Credit Note or part thereof against another booking with us by the 31st January, you will receive an automatic refund (paid back via the original payment method used for your booking). If you decide not to rebook and request a cash refund instead, we will pay this by the means originally used to pay for your original booking, as soon as we are able to do so, but by the 31st January at the latest.

We recommend that you follow the link below for ABTA’s current advice to all customers, which includes further detailed information on why we, along with other travel companies are having to adopt Refund Credit Notes at this time

Latest ABTA advice click here

I have an outstanding balance for my holiday which is due, when do I need to pay?

We have revised our normal payment deadline policy so that any outstanding balance payments that might be due for July or August bookings do not need to be made until 21 days before the holiday arrival date.

This means you do not have to pay final balance amounts, until you know if your holiday is going ahead at the 21-day point.

I’m not sure I want to go ahead with my summer booking now, what are my options?

Option 1: Rebooking for a future date now

We will rebook a comparable booking for you, later in 2020 or 2021 at no additional charge and therefore you will not be subject to any of the normal cancellation fees and all the money paid to date will transfer to your new booking.

This can be for any directly comparable holiday (or holidays) in 2020 or 2021, even where the price of the comparable holiday (or holidays) is higher. We will also honour the terms of any special offer you may have received, so long as the original booking terms of that offer are met.

Because plans can change, we also want to give you some further flexibility and peace of mind if you rebook now but subsequently want to amend things down the line. We will therefore allow you to amend the holiday, centre or dates of your rebooking, once, without additional charge, provided it is done at least 56 days prior to the holiday date and remains comparable with your original booking. If you have any outstanding payments against your current booking, our normal payment schedules, as outlined in our terms and conditions, will apply, and will instead be calculated on your rebooked holiday date.

Dates and prices up to the end of August 2021 have now been added to our website, to make it easy for you to see suitable choices and to consider your options now, ahead of the 21-day deadline, should we subsequently contact you say your holiday is not able to go ahead. If you subsequently choose to cancel your rebooking in the future, the date of cancellation will be taken as, the shorter of:

• The number of days before arrival of the original travel date booked, at the time the rebooking was made or,

• The number of days before arrival of the rebooked travel date, at the time you decided to cancel.

Our standard cancellation terms, as published in our booking conditions will then be applied based on this figure.

If you want to take up this option now, please email us at holidays@pgl.co.uk with your existing booking reference and new holiday(s) dates and a member of our team will make the necessary changes and confirm the rebooking with you by email.

Option 2: Cancellation

You can choose to cancel your holiday subject to any normal cancellation charges, as outlined in our booking terms and conditions and shown below. If you cancel, and a refund is due, please note that this will be issued as Refund Credit Note (see Refund Credit Note information in section ‘What happens if, 21 days in advance, my holiday isn’t going to go ahead?’ above).

• Up to 57 days prior to commencement – loss of deposits (click here for deposit details)

• 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

Travel costs and optional extras (for example, bedding or camp kits), will be refunded and included within any Refund Credit Notes, however, any premium paid for insurance is non-refundable. We require any cancellations to be requested in writing and therefore if you wish to cancel your booking please email holidays@pgl.co.uk with your booking reference and we will process this and issue your Refund Credit Note. All cancellations will be calculated based on the date on which written confirmation is received.

How do I contact you?

Please email us at holidays@pgl.co.uk. We have an experienced, small team, who are working remotely to respond to customer queries by email. We appreciate this may mean we are not able to respond as quickly as normal, however please bear with us and we will respond as soon as possible.

We will also update the information page on our website to reflect the information in this letter and any future developments or new information that is important or helpful.