THE holiday park operator Pontins has apologised after a report found that it committed multiple acts of racial discrimination against Irish Travellers.
Pontins, which suddenly shut its park in Prestatyn last November, was served with an unlawful act notice in February by the Equality and Human Rights Commission (EHRC) following its investigation.
The investigation uncovered company systems and practices aimed at barring Irish Travellers from its holiday parks between 2013 and 2018.
The EHRC’s investigation found 11 unlawful acts which discriminated against Irish Travellers. The discriminatory practices included:
- Creating a list of common Irish surnames labelled as “undesirable guests”, instructing staff to decline or cancel bookings made under those names.
- Instructing call centre staff to listen for Irish accents to identify Irish Travellers and decline or cancel their bookings.
- Labelling Irish Travellers and their associates as “undesirables”.
- Maintaining a “banned guest” list, containing people Pontins suspected of being Irish Travellers and their associates like family or friends.
- Introducing rules requiring guests to appear on the electoral register, a practice found to be discriminatory against Gypsies and Travellers, who are less likely to be on the register.
A Pontins spokesperson said: “On behalf of the owners, directors, senior managers and all of us here at Pontins, we would like to reiterate our apologies regarding the serious issues raised by the EHRC in their report.
“In particular, we want to apologise directly to the traveller and gypsy community. The refusal to allow guests to stay at our parks because we suspected they were Irish Travellers was clearly wrong.
“We accept the serious nature of the issues raised in the report. We deeply regret any distress caused, particularly to members of the traveller and gypsy communities who have been directly affected.
“Working with the EHRC, we are fully committed to ensuring ongoing compliance with the Equality Act 2010, implementing a zero-tolerance approach to discrimination of all forms and to fostering an inclusive and welcoming environment for all of our guests.”
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Implementation of a one-year “action plan” to tackle discrimination against Irish Travellers at Pontins has begun today (September 2).
The action plan, developed with the Equality and Human Rights Commission (EHRC), sets out the steps Pontins must take to address its discriminatory policies.
The action plan, agreed between Pontins and the EHRC, sets out the steps Pontins must take to address its discriminatory policies.
It includes the introduction of a zero-tolerance approach to discrimination, and the removal of the electoral roll terms with a commitment to not reintroducing the term.
A Pontins spokesperson added: “We have reviewed the points raised by the EHRC and have developed and entered into a one-year action plan, that will be monitored by the EHRC, to ensure ongoing compliance with the Equality Act 2010.”
The practices were originally revealed by a whistleblower, who shared the list of “undesirable guests” with the EHRC in 2020.
This led to the equality watchdog entering into a legally binding agreement with Pontins in 2021, to end the practices and prevent further discrimination.
But the EHRC terminated the agreement in 2022 and launched a formal investigation after Pontins failed to comply with the agreement’s terms.
To address the unlawful acts uncovered by the EHRC, the actions agreed will focus on the monitoring of booking policies, the introduction of safeguards in systems and processes, a whistleblower action plan, and engagement with Traveller communities.
Baroness Kishwer Falkner, chairwoman of the EHRC said: “Race and ethnicity should never be a barrier to going on holiday.
“I hope those affected are reassured that when the EHRC find evidence of such flagrant discrimination, we act to hold those responsible to account.
“The wider holiday sector should ensure that their policies and procedures do not breach equality law.”
The EHRC said it will monitor Pontins’ implementation of the action plan.
Prestatyn Sands Holiday Park was operated by Pontins up until its closure, effective immediately, on November 30, 2023.
The site has yet to be sold or re-opened.
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