Coronavirus FAQ
You can book with confidence with us, next summer
It is important to us that you are completely confident in booking your summer holiday.
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:
- Change your destination or departure date to a later date in the season, or to the following season, for no amendment fees [1].
- Accept a cash refund of monies paid to Alpine / Ocean Elements which will be paid back to you within 14 days or as soon as is practicably possible - in line with latest ABTA guidelines.
- 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 dates for accomodation-only or self travel holidays or holidays with our charter flights. If you are flying scheduled airlines (like Easyjet) an amendment fee may apply.
What if I have Covid-19 and my travel insurance does not cover me?
If you are due to go on holiday, but, within 4 weeks before departure you are diagnosed with COVID-19, or have symptoms or have been asked to self-isolate, send us your medical certificate or confirmation you have to self isolate and we will amend your booking for free*. You can also amend for free if your local UK area goes into lockdown. *EasyJet flights may carry an amendment fee.
If the price of your amended holiday is higher, you’ll need to pay the difference. If it’s lower, you’ll be refunded the difference.
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 4 weeks before departure you are diagnosed with COVID-19, or have symptoms or have been asked to self-isolate, send us your medical certificate or confirmation you have to self isolate and we will amend your booking for free*. You can also amend for free if your local UK area goes into lockdown. *EasyJet flights may carry an amendment fee.
If the price of your amended holiday is higher, you’ll need to pay the difference. If it’s lower, you’ll be refunded the difference.
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.
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.
What is your plan for safely running chalets, hotels and Beach Clubs?
We have been running our chalets, hotels and Beach Clubs over last summer, 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
What will the experience be like in the Alps?
At the current time, it is mandatory to wear a facemask on ski/bike lifts for anyone aged 11+ years, and, we are told, that a Buff is acceptable.
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.
All activities were running as normal during summer 2020, albeit with slight capacity restrictions and distancing, (which made the activities better, if anything!), and we enjoyed all our usual array of fantastic family pursuits, from whitewater rafting to rock climbing and everything in between!
The great thing about our holidays is that they take place outdoors, and operate safely. We wear masks where distancing is not possible.
Qualifying reasons for cancelling due to Covid
- 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.
- That Alpine / Ocean 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.
- Any member of your party displays symptoms of Covid-19 in the 4 weeks 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
