Booking Terms and Conditions
YOUR BOOKING IS WITH PGL TRAVEL LTD UNLESS YOUR BOOKING INVOLVES A FLIGHT IN WHICH CASE YOUR CONTRACT IS WITH PGL AIR TRAVEL LTD.
PGL Travel Ltd or PGL Air Travel Ltd, Alton Court, Penyard Lane, Ross on Wye HR9 5GL.
Tel: 0333 321 2100. Email: email@example.com
Before booking, you guarantee that you have the authority to accept on behalf of your party the terms of these booking conditions and PGL’s Privacy Statement at www.pgl.co.uk/privacy
A booking will exist as soon as we have received your deposit and we have issued the booking confirmation to you. This booking is made on the terms of these booking conditions and you will be our sole point of correspondence.
When you make your booking, you must pay a deposit for each paying member of the party. This deposit is non-refundable unless under the terms of our insurance policy.
Please make cheques payable to PGL Travel Ltd. or PGL Air Travel Ltd. if travelling by air. You can also arrange a BACS transfer - Account Name: PGL Travel Ltd; Sort Code: 15 10 00; Account Number: 21552286.
We require an interim payment to be paid not more than 8 weeks after the due date of the initial deposit. The final balance must be settled no later than 8 weeks prior to your departure or by return of post where receipt of invoice is within 8 weeks.
If the deposits and/or balance is not paid in time, we reserve the right to cancel your travel arrangements. If the balance is not paid in time we shall retain the first and interim deposit.
You, or any member of your group, may cancel your travel arrangements at any time. In the event of cancellation by a paying member more than 8 weeks before your course, the deposit and any interim payments may be transferred to a substitute member. However, if this is not possible, then the deposit and interim payment will be retained by us. For cancellations made less than 8 weeks prior to your course, the payments made may be transferred to a substitute member, but we reserve the right to charge an administration fee of £25, plus any direct costs incurred. However, if a transfer is not possible, please write to us immediately giving full details.
The cancellation will be subject to the following charges:
- 56-29 days before your course: 60%
- 28-15 days before your course: 80%
- 14 days or less before your course: 100%
The date of effective cancellation is calculated on the day of receipt of written advice. If any cancellation brings the number in your group below the minimum number required to qualify for a particular price, then the price will be adjusted accordingly. Please note that cancellation charges may be reclaimed, via insurance, provided that the cancellation occurs within the terms of the policy.
For flight-inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight.
If, after our booking confirmation has been issued, you wish to change your travel arrangements in any way, for example your chosen departure date or accommodation, we will do our utmost to make these changes but it may not always be possible. Any request for changes to be made must be in writing from you. You will be asked to pay an administration charge of £25, and any further cost we incur in making this alteration. You should be aware that these costs could increase the closer you are to the departure date and you should contact us as soon as possible. Certain travel arrangements may not be changeable after a reservation has been made and any alteration request could incur a cancellation charge of up to 100% of that part of the arrangements.
Occasionally we have to make changes and we reserve the right to do so at any time. Most changes will be minor and will be advised at the earliest possible date. In the unlikely event of it proving necessary to alter significantly or cancel your course, we will offer a suitable alternative if available or 100% refund (within 14 clear days) if we are not able, in our opinion, to offer an alternative that is sufficiently comparable. Compensation will be paid as below, per full fare paying passenger, if we have to make a major change to your course within eight weeks of commencement, unless the change is due to circumstances beyond our reasonable control, including but not limited to war, the threat of war, riot, civil strife, actual or threatened terrorist activity, act of God, industrial dispute, governmental action, epidemic, disease, adverse weather or natural or nuclear disaster:
- 56-29 days: 10% of course price per person
- 28-15 days: 15% of course price per person
- 14 days or less: 25% of course price per person
You must inform us without undue delay of any failure to perform or improper performance of the travel services included in your package. If any of the travel services included in your package are not performed in accordance with the contract, or are improperly performed, by us or the travel service suppliers, and this has affected the enjoyment of your travel arrangements, you may be entitled to an appropriate price reduction or compensation or both. We will not be liable where any failure to perform or improper performance of the travel services is due to: you or another member of your group; or a third party unconnected with the provision of the travel services in the package and is unforeseeable or unavoidable; or unavoidable and extraordinary circumstances, which means a situation beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.
Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements. Our liability will also be limited in accordance with and/or in an identical manner to: -
The contractual terms of the companies that provide the travel services that make up your package. These terms are incorporated into this booking; and
Any relevant international convention, for example the Montreal Convention in respect of travel by air, the Athens Convention in respect of travel by sea, the Berne Convention in respect of travel by rail and the Paris Convention in respect of the provision of accommodation, which limit the amount of and conditions under which compensation can be claimed for death, injury, delay to passengers and loss, damage and delay to luggage. We are to be regarded as having all benefit of any limitation of the extent of or the conditions under which compensation is to be paid under these or any conventions.
You can ask for copies of the travel service contractual terms, or the international conventions, from PGL Travel Ltd. Under EU law (Regulation 261/2004) you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation or delay to flights. Full details will be publicised at EU airports and available from airlines. However, reimbursement in such cases will not automatically entitle you to a refund of your tour cost from us. Your right to a refund and/or compensation from us is set out in these booking conditions. If any payments to you are due from us, any payment made to you by the airline or any other service provider will be deducted.
If it is impossible to ensure your return as scheduled due to unavoidable and extraordinary circumstances, we will bear the cost of necessary accommodation, if possible of equivalent category, for a maximum of three nights. The limit doesn’t apply to persons with reduced mobility and any person accompanying them, pregnant women and unaccompanied minors, or persons in need of specific medical assistance, provided that you notified us of these needs at least 48 hours before the start of your tour.
NB this entire clause 7 does not apply to any separate contracts that you may enter into for excursions or activities whilst on tour.
For bookings to UK centres and to overseas centres by coach, PGL Travel Ltd holds a bond with ABTA, membership number V2683. 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.
We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
PGL Air Travel Limited holds an Air Travel Organiser’s Licence (ATOL number 4630) issued by the Civil Aviation Authority (CAA) of 45-59 Kingsway London WC2B 6TE www.caa.co.uk.
When you buy an ATOL protected flight or flight-inclusive tour from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. We will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where we aren’t able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the 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).
If we are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
Coach Travel – For overseas courses, return coach travel from your departure point to centre is included for groups subject to minimum numbers. Coach travel is an optional extra for UK courses.
Length of Course – We consider Day 1 as the day of arrival at UK centres and the day of departure from the UK port/airport for overseas courses. The final day is the departure day from UK centres and the arrival back at UK port/airport for overseas courses. For groups which have a long journey to and from the UK centre, port or airport, such as groups from the North of England, Scotland and Northern Ireland, the actual number of days involved overall may be greater than the advertised tour length.
Groups Travelling from Outside Mainland Britain – For groups from Northern Ireland and other offshore locations, inclusive arrangements start at the appropriate UK mainland port/airport. If the tour starts at a port/airport other than in the UK, a supplement may be payable for additional transport arrangements.
Excursions or evening entertainments that you may choose to independently book or pay for are not part of your package tour provided by us. For any excursion or other tour that you book yourselves, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator. Such excursions or activities booked by you, but not forming part of your package may be stated in your itinerary for your convenience, however this does not mean we assume any responsibility or liability for these arrangements.
Air Travel – Flights, on request, may be operated by either a charter or scheduled service of a major airline. Flights will be in economy class. It is your responsibility to ensure that all names are given in full and exactly as shown on the individuals’ passports. This information is often required at an early stage of booking and some airlines may not permit name changes. All overseas transfers are included, however, transfers from your point of departure to a UK airport are not included.
- Prices are valid for party members in full-time education, aged up to 18 years on the day of departure unless otherwise specified.
- Accompanying adults over and above the free-place allowance may join the course at a supplementary charge.
Your party members’ specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant embassies and/or consulates. We do not accept any responsibility if any member of your party cannot travel because they have not complied with any passport, visa or immigration requirements.
These are valid in conjunction with the particular travel arrangements booked and the route specified. No refund can be made for lost, mislaid, unused, unendorsed or expired tickets, coupons or vouchers.
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.
We expect all guests to have consideration for other people. If, in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the tour of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation or other service. We will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
You and/or other adults accompanying the party agree to act ‘in loco parentis’ at all times and will adequately supervise all members of the party. Where applicable, this responsibility is delegated to PGL centre staff. e.g. for activity sessions. It is your responsibility to ensure that:
- No party member under 18 consumes alcoholic beverages (for French centres only, without prior written consent of the parent/guardian)
- No party member smokes in any smoke-free places or behaves in any other way which may cause a fire hazard.
- All party members wear the lap belts provided for all journeys by coach (not always applicable to coaches sourced overseas).
- No party member breaks a UK or local law.
Any special requests must be clearly notified to us in writing. We do our best to meet any special requests made by you and ensure that these are forwarded to the appropriate persons. We cannot guarantee, however, that special requests will be fulfilled and failure to do so does not constitute a breach of contract. Special requests will only be held to form part of the contract between you and us when they have been confirmed in writing to be guaranteed by us.
We are continually working to enable all young people to enjoy the many benefits of our courses and tours. If members of your party have additional requirements, relating for example to disability, culture, diet etc, please provide full details at the time of booking. We will be pleased to undertake a fair assessment of service provision and identify appropriate resources with reference to such considerations as access, successful participation and health and safety.
We are committed to protecting and respecting your privacy. Please read our Privacy Statement a copy of which can be found at www.pgl.co.uk/privacy.
This privacy statement explains what personal data we collect about you, how and why we use it, who we disclose it to, and how we protect your privacy.
PGL may use your written feedback in promotional materials. If you do not wish to be quoted, please could you inform us on any written material you send us.
We can only issue a VAT invoice for courses at our UK centres. Courses overseas fall within the Tour Operators Margin Scheme (TOMS), and therefore it is not possible to issue a VAT invoice.
If you have a problem with any aspect of your course, we want to be the first to hear. It is essential that you contact your centre manager as soon as possible so that we can try to rectify the situation at the time.
In the unlikely event of it not being resolved, please follow this up within 28 days of your return home by writing to The Customer Services Manager, PGL Travel Ltd, Alton Court, Penyard Lane, Ross on Wye, HR9 5GL giving your booking reference and all other relevant information.
Your booking is governed by English Law, and the jurisdiction of the English Courts. You may however choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so.