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ABTA Refund Credit Vouchers and rebooking with us

Regarding all ski holidays which were due to depart between March 15th and April 19th 2020, we will issue your group leader a Refund Credit Voucher to the value of money you have already paid. It protects your money to the same level as your original booking and may be used to reschedule your holiday with us, for any date next winter or summer. You may even change resort, departure date and/or passenger names, or book more than one holiday with your credit voucher.

Your Refund Credit Voucher will be valid until July 31st, but this date may be extended*; giving you a little more time to make your mind up about your future holiday plans. If you have not used your voucher to re-book with us by its expiry date, you will be able to apply for a cash refund in line with ongoing guidance from ABTA.

*ABTA are in discussions with the government, and it is likely that they will extend the July 31st deadline, giving you more time to decide on your future holiday plans, and giving us more time to deal with any cash refund requests.

 

How can I rebook my holiday

We are very thankful to all our guests who have chosen to rebook with Alpine Elements, your loyalty means a great deal to us. When you choose to rebook, your monies are fully protected by the ABTA / ATOL scheme.

If you are looking to rebook then please fill out the form below or email our UK Operations team and we will be in contact very shortly to discuss your options.

We are getting a lot of demand for next winter’s holidays, and our early booking discounts are still available, so now is a good time to get things moving.

 

REQUEST TO AMEND YOUR HOLIDAY

 

Can I get a cash refund?

The unprecedented scale of the Covid-19 crisis has had a dramatic impact on businesses across all sectors. The travel sector has been significantly affected, with the government advising against all non-essential travel overseas.

This situation has led to an unprecedented and high volume of refunds, which are all due at a single point in time. ABTA has therefore changed its guidance to travel companies and is advising we offer Refund Credit Vouchers rather than cash refunds.

Your consumer protection via the ATOL scheme has now been applied to all Refund Credit Vouchers. This means that your money is safe with us, and fully protected, in all circumstances, to the same level as your original holiday.

 

Why have things changed with cash refunds on holidays?

Our booking terms state that we pay refunds within 14 days, but due to the scale of the situation and other, more complex factors, ABTA has changed its guidance to travel companies and is advising we offer Refund Credit Vouchers rather than cash refunds. This effectively gives us more time to refund, and holds your money securely in the meantime.

We understand that it can be frustrating not to receive an immediate refund and we would like nothing more than to conclude matters more swiftly for you. However, please understand that we are not simply ‘sitting on your money’. The majority has been used to prepay for the goods and services of your holiday: such as flights, accommodation and transfers which we are not able to recoup from our suppliers at this time. It affects all Tour Operators, who, like us, are having to get refunds from suppliers so that we can pass them back onto our customers.

It is for reasons like this that ABTA have advised we offer a Refund Credit Voucher to extend the deadline* for operators to refund their customers. You will have until this deadline to reschedule your holiday; and if you choose not to do so then you will be able to apply for a cash refund on or after the deadline date, in line with ongoing advice from ABTA.

*The initial deadline is July 31st, however it is likely ABTA will change their advice to extend the July 31st deadline, giving you more time to decide on your future holiday plans, and giving us more time to deal with any cash refund requests.

 

When will I get a refund?

The initial guidance from ABTA is that Refund Credit Vouchers will be valid until July 31st, but this date may be extended. This means that if you have not used your Voucher to rebook another holiday with us, you will be entitled to apply for a cash refund in line with ongoing guidance from ABTA.

We are very thankful to all our guests who have chosen to reschedule with us, it means a great deal and it helps us process things much faster if you can rebook. We are getting a lot of demand for next winter’s holidays, so if you would like to rebook, do contact our UK Operations team as soon as you can.

 

How can I use my Refund Credit Voucher

You can use your Refund Credit Voucher on another Alpine Elements, iGOSKI or Ocean Elements holiday departing before October 2021, to replace your cancelled holiday. If your new holiday is cheaper than the one you originally booked, you’ll pay the lower amount. If you choose a holiday that’s more expensive than your original booking, you’ll need to pay the difference in price.

You do not have to rebook the same date, destination, property or even the same passengers. You may change as many of your party members as you like, we simply ask that the same Group Leader remains on the booking and will travel with the group.

 

How can I rebook my holiday

We are very thankful to all our guests who have chosen to rebook with us, your means a great deal to us.

We are getting a lot of demand for next winter’s holidays, so if you are looking to rebook please fill out this quick form and we will be in contact very shortly to discuss your options. Alternatively you may email our UK Operations team.

 

REQUEST TO AMEND YOUR HOLIDAY

 

Can I use the Refund Credit Voucher against more than one booking?

Yes, you can use your refund Credit Voucher on more than one booking, and on any of our brands: Alpine Elements Winter Ski, Summer Active, Ocean Elements and iGOSKi or a mix of these.

 

I don’t know when I can travel yet in 2021. When do I need to decide?

You can redeem your Refund Credit Note up to July 31st 2020 against any Alpine Elements Ski or Ocean Elements Beachclub holiday, for travel between July 2020 and October 2021.

ABTA are in discussions with the government which may lead to the extension of the industry's Refund Credit Vouchers to remain ATOL protected. This would give you a longer period to decide on a future holiday. We will inform you if this happens.

 

Can I be sure my money is safe?

Yes, of course. Your holiday money is fully protected by ABTA / ATOL on your Refund Credit Voucher.

 

Travel Insurance

If you would like to apply for a straight refund at this time, 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. Our UK Ops team will help you with any paperwork required. 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.

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