International Groups: Information for Leaders

Are you bringing an interntional group to PGL?

This guide will help you prepare for your stay with us and will cover what to expect, and our expectations of you.

Before your arrival, ensure you have received the following from your agent or school:

• Names List
• Medical & Dietary Information
• Emergency Contact Details (agent, transport, centre)
• Contingency Fund
• Course Details/Itinerary
• Welcome Talk Checklist

All tour leaders must obtain a criminal records check as per local safeguarding policies. By paying your deposit, you confirm that all accompanying adults have been vetted.

Meet and Greet – Airports Only:

We can provide an additional meet and greet service through a supplier called Ace Handling. They will keep track of your flight and will help liaise with your coach or taxi driver. They will then be able to help provide you with further assistance in getting to your coach or taxi to the centre.

This is only applicable for airport arrivals and this must be pre-arranged with your agent

If you have further concerns and are travelling between Monday to Friday and 08:30 to 17:00 UK time then please contact the support centre and a member of the International Team will be able to provide assistance.

*During the summer we provide weekend emergency travel assistance. You will be provided further information if and when this is applicable to your booking

Happy Travel – Travel Information:

Before you travel, please double check with your agent who has organised the transport you will be using in the UK for your group once you have arrived. If it has been organised by PGL your agent will share with you our Happy Travels document 48 to 24 hours before your arrival date. This document will detail:

• The centre you are travelling to
• The centre’s phone number
• Your flight or train details
• Ace Handling contact, if pre-arranged
• Coach or taxi supplier organised by PGL
• Your specific coach drivers’ phone number, if and when provided by supplier

If you are expecting delays in your travel before getting on your final coach or taxi to the centre then please contact the centre and coach or taxi driver directly.

A PGL Group Leader will be assigned to your group. They’ll greet you, help you settle in, discuss the daily programme and provide a tour of the centre. This is the perfect opportunity to ask questions, confirm details and raise any concerns.

If you have any issues during your stay, first contact your PGL Leader. If they are unavailable, speak to the Duty Manager. Please note that maintenance issues will always be looked into, they may just take more time to resolve. If you have ongoing concerns, please speak to your agent who will liaise with your specific coordinator who will help find a resolution.

English Language Lessons Director of Studies (DOS):
If you are taking English lessons, the DOS will oversee your program and conduct a welcome meeting. All students will take a British Council approved diagnostic test upon arrival to determine their appropriate class and group placement. Their placement will mainly be based on the results of the diagnostic test, however the DOS will also take into consideration, the student’s age and the breakdown of genders within each group.

As a tour leader, you are responsible for your group. PGL colleagues will support you, but your responsibilities will include:

• Your visitor ID must be worn at all times
• You need to know and follow the fire procedures
• Help your group comply with our code of conduct
• Keep the group on time
• At mealtimes you must accompany a child who has known medical and allergy dietary needs
• Administer and manage the medication for your group
• One adult must be contactable at all times

Please refer to the Kids Camp FAQ to understand the important changes in your responsibility.

As a condition of your booking, your agent/school must maintain discipline. Please ensure adherence to our Code of Practice

• Respect others, including PGL staff and local residents
• Celebrate and respect other cultures, nationalities and backgrounds
• Care for property; costs for damage will be charged to the responsible individual
• Follow curfew and minimise noise

Inappropriate Behaviour Includes:

• Underage alcohol consumption
• Leaving without an adult
• Involvement with illegal drugs and or smoking
• Adults and leaders smoking outside designated areas
• Entering opposite-sex accommodations
• Theft or illegal actions
• Bullying or threatening behaviour
• Tampering with safety and or fire systems
• Sharing inappropriate material online

Whilst we put every effort into avoiding this outcome, PGL do have the right to send individuals home for illegal activities or severe misconduct, with costs borne by the individual or group.

Your agent should ensure that all necessary requirements are communicated to the centre prior to your arrival. This will help us provide the appropriate support and make any reasonable adjustments.

It is essential that you are fully aware of all medical, dietary, and additional needs within your group. You will be responsible for assisting any young person in your care with their dietary requirements during each meal.

You will also need to determine if a young person requires a referral to a doctor or hospital, with support from our first-aid qualified staff. In some instances, we may be able to assist with transportation arrangements; if not, we will arrange for a taxi. Please note that the costs for taxis will be the responsibility of the party leader.

The party leader is also responsible for notifying parents or guardians of any visits to a doctor or dentist, hospital visits, or any incidents affecting a member of the group, when appropriate. Therefore, it is important to maintain an up-to-date list of contact numbers for next of kin or have 24-hour access to this information.

Read more about mealtimes and menus here

We are committed to providing you with a quality service and programme. Our teams work diligently to ensure that the experience you have with us is comfortable, positive and meets your expectations.

However, we understand that mistakes can happen and unfortunately there may be times when things may not go as planned. When that happens, your feedback is essential to us.

And so, please speak to your group leader as soon as possible if you encounter any issues, notice any discrepancies to what you believe was agreed prior to your arrival and-or have any suggestions. This will enable the centre team to address the matter promptly and work towards an appropriate resolution.

You will also be asked fill out a survey up to 48 hours before departure; alternatively you can access it here:

Any complaints that have not been addressed on centre and have been forwarded to our Customer Relations team in writing will be investigated and a response will be sent within 28 days of receipt. If cases cannot be resolved through this process you can refer them to either the British Council, an independent body to investigate further or through the arbitration scheme arranged by the Association of British Travel Agents (ABTA).

We have created a useful guide for parents and guardians to let them know what to expect from their child’s PGL holiday: