Pontins has issued an apology to Irish Travellers after the British holiday park operator was found to have been discriminating against the community.
The apology is part of an action plan developed by the Equality and Human Rights Commission (EHRC) following an investigation into Pontins which uncovered company systems and practices aimed at barring Irish Travellers between 2013 and 2018.
"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 Equality and Human Rights Commission in their report," a Pontins spokesperson said on Monday.
"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 Equality and Human Rights Commission, 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.
“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 EHRC's investigation, which was published in February, said in part: "At Pontins, race discrimination was company policy that staff had to follow.
"Holidaymakers were routinely discriminated against when Pontins felt their name, accent or address indicated they were part of this ethnic group."
The discrimination was formalized, in part, by a list of "undesirable guests" that was published on Pontins' intranet.
"We have been informed by our Operations Director that we do not want these guests on our parks," the list of Irish surnames said.
A note on the list added: "If you find any undesirable guests trying to book then we need to refuse the booking using our T&C [terms and conditions]."
Additionally, in 2018, Pontins introduced a term in its booking terms and conditions stipulating that UK resident guests must appear on the electoral roll.
The original photograph of the 'undesirable guest list'. (EHCR)
Upon the publication of the EHCR's investigation in February, Pontins said "the specific incidents reported by the EHRC are historic issues, pre-dating 2018."
It added: "We apologize to all who may have been affected. Pontins is committed to ensuring ongoing compliance with the Equality Act 2010."
The EHRC said on Monday that the new action plan agreed upon with Pontins "will introduce a zero-tolerance approach to discrimination," including the removal of the electoral roll terms.
The EHRC further said that to address the unlawful acts uncovered, 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 Equality and Human Rights Commission said on Monday: “Race and ethnicity should never be a barrier to going on holiday.
“Pontins has today apologized to the Irish Traveller community it discriminated against and has begun work to introduce strict safeguards and guarantee a zero-tolerance approach to discrimination.
“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. Our investigation report recommended removal of electoral roll terms and conditions across the sector."
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