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Coronavirus FAQ

You can book with confidence with us, this winter

It is important to us that you are completely confident in booking your ski holiday this winter. All our holidays are fully protected by ATOL, so if your holiday is cancelled at a later date, you will always have the option to change your dates or have a full cash refund paid to you within 14 days. 

For further peace of mindwe have developed our Covid-19 promise to give you greater freedom to cancel or amend dates if you need to.

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Are many people booking ski holidays now?

All Tour Operators (including us) have greatly limited their stock this year. Many of our guests are reserving our chalets now by paying a deposit (especially groups for 6 and up) safe in the knowledge that all of our holidays are ATOL protected. 

This means that even if your holiday is cancelled at a later date, you will always have the option to change your dates, take a refund credit or have a full cash refund - paid to you within 14 days.


Can I amend my dates later?

As part of our Covid-19 promise,  if you have symptoms of Covid, or have been asked to self-isolate, or your local area goes into lockdown - then you can amend your dates / destination or rebook for free*, between 7 and 14 days before departure. 

Furthermore, if you have a simple ‘disinclination to travel’, then we will also allow you to amend your dates / destination, or rebook for free* up until 42 days before departure. 

*See cancellations and amendments below.

See our Covid Promise


How does your Refund Guarantee work?

If the FCDO travel advice changes within 7 days prior to departure and/or we cannot operate your holiday due to Covid-19 restrictions, we guarantee a full cash refund of your holiday, back to your bank account within 7 to 14 days.

More on Refund Guarantee


If your holiday is cancelled due to Covid-19

If your holiday is suspended due to Covid (see qualifying reasons below), you may at any time up until 7 days prior to departure choose one of the following 3 options: 

  1. Change your destination or departure date to a later date in the season, or to the following season, for no amendment fees [1].

  2. Accept a cash refund of monies paid to Alpine Elements which will be paid back to you within 14 days or as soon as is practicably possible - in line with latest ABTA guidelines.

  3. Accept to receive a refund credit for the full amount of your holiday paid to Alpine Elements - which will be available for you to use to re book, anytime within 12 months of the original departure date. If you take this option, we will offer you an additional 10% off your future holiday.

[1] There will be no amendment fee to change the dates of your holiday accommodation/services, catering services, ski extras (like lift pass, ski hire) and transfers. If you are flying scheduled airlines (like Easyjet) an amendment fee may apply for the flight only.

Our Covid-19 Promise


What if I have Covid-19 and my travel insurance does not cover me?

If you have symptoms of Covid, or have been asked to self-isolate, or your local area goes into lockdown - then we will amend your booking for free*, between 7 and 14 days before departure. 

*See cancellations, rebookings & amendments below.


What if I have to self isolate and I’m due to go on holiday in that time?

If you are due to go on holiday, but, within 14 days before departure you are diagnosed with COVID-19, or have symptoms or have been asked to self-isolate, send us your medical certificate and we will amend your booking for free*, but no later than 7 days before departure. You can also amend for free if your local UK area goes into lockdown. 

*See cancellations, rebookings & amendments below.


My local area is in lockdown and my holiday is due to depart

If your holiday is due to depart within the period that your local area is in a lockdown, you may change your booking dates to any other holiday on sale, free of amendment fees. If your new holiday is cheaper, you’ll be refunded the difference. If it’s more expensive, you’ll need to pay the difference.

Our normal terms & conditions apply for cancellations. If you wish to cancel your holiday, we advise you speak to your insurance company.


How will my refund be given?

If your holiday is cancelled due to FCDO advice restricting travel, then we will offer you an alternative destination similar to your booked holiday or you can choose to take a full cash refund. Refunds are paid within 14 days directly to your group leader’s bank account. If you choose a holiday that is of a higher value then you may have to pay additional costs.


What happens if my destination resort introduces a quarantine period?

We are always guided by the FCDO advice, and we will not operate holidays to resorts if you need to quarantine or self isolate on arrival. If you have to self isolate or quarantine on your return home, you will have the option to change your holiday for no amendment fee, before you go


My holiday is still going ahead but I no longer wish to travel. Can I amend or cancel?

If you no longer wish to travel and your holiday is still going ahead then our normal booking terms & conditions apply.


I’m nervous about flying, can I drive to the Alps?

Yes you can! The drive across France is not as long as you may think and if you are nervous, we always recommend self-driving via the Eurotunnel, so you can get from your home to your accommodation in the Alps without being in contact with a single person, mask free!

You can book any of our holidays without flights, and we are offering bigger than normal discounts for self-travel holidays.


 

Should I pay my balance?

We understand that you may be feeling uncertain about paying your balance. Unfortunately, if you don’t continue with payments your holiday will be cancelled as we have to make ongoing preparations for our holiday.

To give you peace of mind, we’d like to reassure you that all of our flight-inclusive package holidays are ATOL protected - so you can pay your balance, knowing that should your holiday be cancelled at a later date, you’ll have the option to change your dates, take a refund credit or a full cash refund within 14 days.


What is your plan for safely running chalets and hotels?

We have been running our chalets and hotels since July and have had many very happy guests. We have implemented many new changes to include a general capacity restriction, with special focus on transfer coaches, mealtime planning, public areas (lounges), use of leisure facilities and activities planning so you can still enjoy the mountain and all it offers.

Our staff have been thoroughly retrained in COVID-specific hygiene standards so that our hotels and chalets offer the best possible protection, and we only work with our most trusted suppliers

SEE STAYING SAFE


What will the experience be like in resort?

At the current time, it is mandatory to wear a facemask on ski lifts for anyone aged 11+ years, and, we are told, that a Buff is acceptable. So, perhaps nothing much has changed for those used to wearing Buffs!

The French resorts are not looking at capacity reductions on the lifts, so we shouldn’t see more queues than usual. If you are concerned about cabin or bubble lifts, then all of our resorts have chairlifts you can use to access the same slopes.


*Free Holiday Cancellations, Rebookings & Amendments

There will be no amendment fee to change the dates or destination of your holiday accommodation/services, catering services, ski extras (like lift pass) and transfers. If you are flying scheduled airlines (like Easyjet) an amendment fee may apply to the flight itself, in order to change your flights. 

If you choose to change dates and your new holiday is a higher cost you will pay the difference, if it is a lower cost then we will refund the difference.


 

Qualifying reasons for cancelling due to Covid

  1. That there is a significant change with the ongoing Covid-19 situation from the time you booked, making international travel impossible from the UK to your destination, or your destination resort to be closed.

  2. That Alpine Elements have confirmed we cannot operate your holiday due to border closures, or if the FCO have banned all but essential travel to your destination - and that such advice covers your departure date.

  3. If you display symptoms of Covid-19 within 14 days prior to your departure. Check with Govt advice on symptoms and please appreciate that we will need a doctor’s note to confirm that your symptoms indicate infection of Covid-19.

Except as stated otherwise, our standard terms will apply


 The content of this page does not seek to change any part of our standard Terms and Conditions and if any ambiguity arises, our standard Terms and Conditions will apply

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