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Coronavirus Travel Advice

 

Latest update March 23rd

 

ABTA Refund Credit Vouchers

ABTA has modified its scheme of protection to allow the issue of protected Refund Credit Vouchers, in place of immediate cash refunds for any cancellation of travel arrangements originally protected under the ABTA scheme because of the Covid-19 situation. 

Therefore, if you booked a ski holiday which was due to depart between March 15th and April 19th, you may apply for an ABTA Refund Credit Voucher, see more

 


 

The general situation

The Foreign Commonwealth Office (FCO) advises against all but essential international travel which takes place immediately and applies initially for a period of 30 days, from March 17th.

The Coronavirus situation is having a huge impact on holidays and we understand that you may have questions about any cancelled ski holiday or upcoming summer holidays. We want to reassure you that we’re working hard to help our customers and our advice is always guided by the FCO and ABTA, with whom we are working very closely. 

 

Are any Winter ski holidays for 2019/20 still running?

We are sorry to say that all of our winter ski and board holidays for this season (ending April 19th 2020) have now stopped. 

If you booked a ski holiday departing between March 15th and April 19th 2020, then we are actively making contact with all group leaders to reschedule their travel plans. We thank you in advance for your patience as our team has a large task to do.

 

What should I do if my ski holiday has been affected

We have contacted all group leaders for holidays departing between March 15 and April 19th. Please liaise directly with your group leader to learn about the guidance that we have given. We are offering these customers the option to change their travel date for an alternative holiday or destination in either our winter or summer products. 

You do not have to rebook the same date, destination, property or even book the same passengers. This is a credit voucher and all we ask is that the same Group Leader remains on the booking. You can do this by rebooking with us; or applying for a Credit Voucher if you are not yet ready to rebook.

 

How to apply for a voucher or to re-book

 

ABTA Refund Credit Vouchers

All of our customers with ski holidays which were due to depart between March 15th and April 19th have the option to apply for an ABTA Refund Credit Voucher to use before July 31st, in order to rebook a holiday for any time to depart in the next 24 months.

Being able to provide you with a Credit Voucher makes it much quicker to process any cancelled holidays.

We are getting a lot of demand for next winter’s holidays, so if you are looking to rebook and apply for a credit voucher, please contact our UK Operations team at your earliest convenience

 

More on Credit Vouchers

 

Travel Insurance

If you would like to apply for a refund, then in line with current advice from ABTA and the Foreign Commonwealth Office (FCO), you should check with your travel insurance provider to see if you have cover available under your policy to claim for a refund. Once you have this information, please contact our UK Operations team who will discuss next steps. 

It is a condition of our booking terms that you have valid travel insurance.

 

If I rebook, are my monies financially protected?

Your credit voucher covers all travel arrangements under the ABTA scheme of protection so that your monies are protected in the event of the failure of Alpine Elements Ltd. You may use your voucher to rebook a holiday with us - for any departure date during the next 24 months - and you don't have to rebook the same date, destination or property. At the point of rebooking, your new holiday will offer the same level of consumer protection as the original package: where all of your monies are 100% fully financially protected by the CAA and ABTA.

 

Are Alpine and Ocean Elements summer 2020 holidays still running?

All our summer holidays are planned to run as normal and so our normal booking terms will apply to cancellations and amendments.

There will only be a change to this, if the FCO advises all but non essential travel, or if local authorities place too many restrictions which mean that your holiday cannot run at the same level of enjoyment for our guests.

The travel ban currently in existence in Greece and France is for a 30 day period (from the March 17th). If there is a change to this, we will inform anyone that has booked with us immediately, to discuss options. 

 

Will a refund be offered for cancelled holidays?

For guests who have booked a ski holiday between March 15th and April 19th, we are issuing credit vouchers to use toward future holidays. For holidays yet to depart, we will be discussing flexible travel options with you within six weeks of your departure date. Because of high call volumes and the nature of homeworking, please do not contact us, we will contact your group leader directly. 

 

Can I book a new holiday for a date in the future?

Yes of course! If you would like to plan your next holiday for later in 2020 or 2021, we are happy to help. You can book with confidence, your money will be financially protected - even if the situation changes in the coming weeks.

 

I haven’t yet paid the balance of my summer holiday. Can I wait and see what happens?

We ask you to settle the balance payment for your holiday (by the due date detailed on your Confirmation Invoice). You can do this, safe in the knowledge that we will provide you with a Refund Credit Voucher if we have to cancel your holiday for any reason.

 

Should I cancel my summer holiday?

All our holidays for summer 2020 are due to go ahead as planned. If there are no FCO restrictions preventing you from travelling, then there should be no reason to cancel. We really hope you continue to holiday with Alpine Elements and Ocean Elements, but please note that our standard booking terms and conditions apply to any amendments or cancellations. This policy is being reviewed and updated regularly. 

 

What will happen if my summer holiday is affected?

You should check the FCO travel advice for the country you are travelling to. Should their travel advice change to advise against travelling to your destination and your holiday is affected, we will contact you to discuss your options.

 

Should I be concerned about booking a holiday?

We can understand that the situation is causing some concerns, but we would never operate a holiday to a destination which is unsafe to do so, and if any travel restrictions come into force then we will contact you as soon as we know to discuss your options.

 

If you would like to contact us

We are experiencing an extremely busy time at present. If you would like to contact us to apply for a Voucher and change your holiday please email ukoperations@alpineelements.co.uk and we will respond within 48 hours.

 


 

Further Information

Traveling by public transport (air and bus)
If you are travelling by public transport, including by air or transfer bus from the airport to your resort: we would advise that you strenuously follow the World Health Organisation’s (WHO) recommendations, such as: regular hand washing, not touching your nose, mouth and face, covering your mouth and nose when coughing and sneezing, and avoiding close contact with anyone showing symptoms of respiratory illness such as coughing and sneezing.  

 

What shall I do if I am displaying symptoms
Before you depart: Please check if any of your group are displaying symptoms, or if they suspect they may have been in contact with an affected person. In either case, they must seek immediate medical advice to check whether they can travel; and speak to their travel insurance company. 

In resort: If you start to display symptoms in resort, please contact your resort rep, chalet host or hotel rep immediately and confine yourself to your bedroom

 

What Happens if I Decide to Cancel My Trip?
If you decide not to travel and choose to cancel your holiday then our usual cancellation terms apply. We advise that you contact your travel insurance provider in advance to check your terms for cancellation.

 

Will I be covered by my travel insurance if I decide to cancel?
Usually, your travel insurance will only cover you if your trip was planned for an area the FCO has now specifically advised against travelling to. However, we would advise you check with your travel insurance provider as there may be exceptions for other instances, such as if you are concerned about a serious underlying medical condition.

 

Should I book holiday insurance?
According to personal finance expert Martin Lewis, if you currently have a holiday booked for any destination, you should get insurance as soon as possible because the situation at your destination could quickly change.

Should the FCO change its advice and warn against travel to a new area you should be covered if your insurance is taken out before the advice changes, but should you try to take out insurance after the fact you will not get it.

 

What’s happening at the airports when I arrive?
Some airports have introduced measures to help contain Coronavirus. Please visit the Geneva or Grenoble airport website to check on any specific measures that have been introduced.

 

What happens if travel advice changes while I am on holiday?
We will respond accordingly to any advice by the FCO (or foreign government agencies) and we will communicate these changes to you. Do send your email address to ukoperations@alpineelements.co.uk with details of your departure date; resort and chalet or hotel. Or sign up to our newsletter so that we have your contact details in place.

 

Help us to stay in touch with you 
If you are travelling with us we like to keep you updated with news as it develops,  however we can only send advice and information to group leaders and newsletter database members for whom we have an email address.

To join our database do send your email address to ukoperations@alpineelements.co.uk or sign up to receive our standard Alpine Elements newsletters which may be used to convey travel advice and information (in a more urgent situation) as well as our standard resort company news and promotions. You may unsubscribe at a later date.

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