The Member Charter
Park Lane has, since its founding, declined to publish a corporate mission. This document — held in our archives and revised only when occasion truly demands it — is the closest equivalent. It sets out, in plain terms, what every member is entitled to expect of us.
On confidentiality
Every conversation between a Park Lane member and the firm is held in confidence. We do not disclose your name, your itinerary, your travelling companions, or any detail of your arrangements to any third party except as strictly required to deliver the services you have requested.
We do not sell, rent, or otherwise share member information. We do not include members in marketing materials, case studies, or testimonials without explicit written consent — and where we do, names and identifying details are altered.
On availability
Every member holds the resolution-desk telephone number. It is answered, twenty-four hours a day, three hundred and sixty-five days a year, by a person — never by an automated service, never by a queue — empowered to make decisions on the firm’s behalf.
The average answer time, measured continuously, is under sixty seconds. Calls placed outside Swiss business hours are taken by a director on rotation; the call is not transferred to a third-party answering service.
On the named director
Each member is assigned a senior travel director. This is not a salesperson, not an account manager, not a relationship coach. It is the person who composes your itineraries, knows your preferences, and is reachable directly.
Should that director leave the firm or take extended leave, you are notified personally and introduced to a successor — in writing — before any handover takes place.
On independence
Park Lane accepts no commission from any travel partner — not from airlines, not from hotels, not from drivers, not from fixers. We are paid by our members alone.
Where partner rates are billed through us, they are passed at cost. Where rebates or volume discounts arise from our arrangement with a partner, they are credited to the relevant member’s account. Our recommendations are therefore as independent of partner influence as we know how to make them.
On what we do not do
We do not advertise. We do not solicit referrals through reward schemes. We do not maintain a presence on social media. This website does not use cookies, analytics, or tracking pixels of any kind.
New members come to us by introduction, by quiet recommendation, or by reading a page like this one and writing to us.
On disagreement
When a member is unhappy with our work, we ask only that they tell us so. The director responsible will respond in person, in writing, within two business days. Where the matter cannot be resolved between member and director, it escalates to the head of operations, and from there, if necessary, to the directors of the firm.
We have not, in three decades of operation, taken a member dispute to a third party. We do not intend to.
On the end of a membership
A member may end their membership at any time, for any reason or for none. The unused portion of the annual fee is refunded pro rata.
The director who has served the member writes a letter of farewell — not a marketing document, not a request to reconsider — and the member’s records are destroyed in accordance with our Privacy Notice, save what we are legally required to retain.
These commitments have not materially changed since the firm's founding. We update this charter only where language has dated or where a clarification serves the member; we do not revise it to soften an obligation.
Last updated · May 2026