Pontins has publicly apologised for refusing bookings from individuals with Irish accents and surnames over a five-year period. An investigation by the Equality and Human Rights Commission (EHRC) revealed that Pontins employed various methods between 2013 and 2018 to deter Irish Travellers from visiting their parks. The tactics included rejecting individuals suspected of being Irish Travellers based on their accent or surname. The EHRC identified 11 instances of discriminatory practices by Pontins in their report. These included the imposition of an electoral roll requirement in the booking terms, maintaining a list of Irish surnames labelled “undesirable guests,” and monitoring calls in the contact centre to cancel reservations made by people with Irish attributes.
Following the EHRC’s findings, Pontins issued a public apology and committed to implementing an action plan that involves engaging with Traveller communities, establishing a whistleblower system, and adopting a zero-tolerance stance towards discrimination. Baroness Kishwer Falkner, chair of the EHRC, emphasised that race and ethnicity should not hinder anyone from enjoying a holiday and commended Pontins for acknowledging their discriminatory actions. The company expressed remorse for their conduct and acknowledged the need to comply with the Equality Act 2010, eliminate discrimination, and foster an inclusive environment for all guests.
A Pontins spokesperson stated, “We deeply regret any distress caused, particularly to members of the traveller and gypsy communities who have been directly affected.” The company has vowed to work alongside the EHRC and adhere to the Equality Act 2010. Pontins in Prestatyn closed down last year, joining other Pontins locations in Southport and Camber Sands. The incident underscores the importance of upholding equality and inclusivity in the holiday sector to prevent discriminatory practices and ensure a welcoming environment for all individuals.