Pontins has issued an apology after it was revealed that the company had been cancelling bookings made by individuals with Irish accents and surnames. The Equality and Human Rights Commission (EHRC) conducted an investigation which uncovered Pontins’ discriminatory practices between 2013 and 2018. The holiday operator used various tactics to prevent Irish Travellers from attending their parks, including turning people away based on their accent or surname.
The investigation identified 11 unlawful acts of discrimination against Irish Travellers. These included implementing an electoral roll requirement in booking terms, maintaining a list of Irish surnames labelled “undesirable guests” internally, and monitoring calls within the contact centre to cancel bookings made by individuals with Irish accents or surnames. Baroness Kishwer Falkner, chair of the EHRC, emphasised that race and ethnicity should never hinder someone from going on holiday.
Pontins publicly apologised for their actions and committed to implementing an action plan in collaboration with Traveller communities. The plan includes developing a whistleblower system and adopting a zero-tolerance approach towards discrimination. The company expressed regret for any distress caused, particularly to affected members of the traveller and gypsy communities. They acknowledged the seriousness of the issues raised and pledged to ensure ongoing compliance with the Equality Act 2010.
The spokesperson for Pontins reiterated their apology and stated their commitment to fostering an inclusive and welcoming environment for all guests. Despite the closure of Pontins in Prestatyn last year, the company is dedicated to addressing the concerns raised by the EHRC. They have initiated a one-year action plan, monitored by the EHRC, to comply with equality laws and prevent discrimination in the future.