Coronavirus (COVID-19) Outbreak
Please note we are experiencing a high volume of calls at the moment. We ask you to be patient as we will be contacting customers with the most imminent departures as a priority. For guests who are concerned about their travel plans in light of the Coronavirus outbreak, we answer the most commonly asked questions below.
Update – UK FCO ADVICE – 5:15pm 17 March 2020
As of Tuesday 17th March, the Foreign & Commonwealth Office (FCO) now advises against all non-essential international travel, initially for a period of 30 days, in response to the global coronavirus pandemic.
It is with sadness that, following the decisions made throughout March by the authorities of our featured destinations, the FCO and as a result of this latest government advice, we have had to suspend all holidays departing between 17th March and 16th April 2020. It goes without saying how disappointed we are that this has happened. More than anything, we’re really sorry so many people’s holidays have ended this way.
Over the last few weeks, we have acted as fast as we can with the most up to date information available and our team have been working round the clock to bring guests home with as little inconvenience as possible. This is an unprecedented situation and the safety and welfare of our guests and staff has always remained our highest priority.
We are in the process of contacting all guests due to travel with us in the next few weeks with further information regarding their holiday. We will contact those due to depart soonest first and we kindly ask for your patience and to only contact us if urgent. If you have booked via a travel agent, they will be your point of contact.
We’ve been operating ski holidays for over 30 years and will continue to do so for the forthcoming winter seasons when we look forward to taking you on holiday once more.
Advice for guests
For guests who are concerned about their travel plans in light of the Coronavirus outbreak, we answer the mostly commonly asked questions below.
Is my holiday going to take place as planned?
We have now suspended all of our operations until 16th April 2020. If you are due to travel in the next few weeks, we will contact you in due course with further information regarding your holiday. We ask you to please be patient as we will be contacting those customers with the most imminent departures as a priority.
How will I know if my travel plans are going to be affected?
The unpredictable impacts of the Coronavirus mean that decisions about about changes or amendments to your holiday may be no more than a few days before you are due to depart. We pay constant attention to the guidance from the UK’s Foreign & Commonwealth Office (FCO), ABTA, Public Health England and local health authorities in our destinations. We will respond to any advice by the FCO against non-essential travel to your destination, and will contact you as soon as it is clear we won’t be able to provide your holiday at the originally planned time.
What happens if travel advice changes while I am on holiday?
We will respond accordingly to any advice by the FCO or overseas government agencies and we will communicate any changes to you. Please ensure we have your most up to date contact details before you travel.
Will I be entitled to a refund if flexiski has to cancel or make a significant change to my holiday due to the Coronavirus outbreak?
Due to the ongoing situation regarding COVID-19, the Foreign & Commonwealth Office have now advised against all but essential international travel. We will therefore be suspending all holidays departing between 17 March and 16 April 2020.
We will proactively contact all customers due to travel up to and including 16 April 2020 to offer a range of flexible options, including moving their holiday to a later date.
Can I get a refund if I chose to cancel/curtail my holiday?
If you decide not to travel and choose to cancel your holiday before departure and the FCO advice does not advise against travel at that time, we are not able to offer any refund for your holiday or ski extras and our usual cancellation terms apply. Equally, if we make the decision to suspend your holiday to a given destination and you cancelled before we took that action, we will not offer a refund retrospectively.
We strongly recommend that you keep your booking in place and await a change to FCO advice. If FCO advice has changed, wait for us to contact you, which we will do at least 14 days prior to departure, where time allows. If you have underlying health concerns, we would recommend that you speak to your GP and travel insurer, who may offer a degree of cover for cancellation on these grounds.
I haven’t yet paid the balance for my holiday. Can I pay later while I wait and see what happens?
We ask you to make the balance payment for your holiday at least 10 weeks before your holiday start date. After 10 weeks our usual cancellation (including the full cost of any flights we have booked on your behalf).
Will I be covered by my travel insurance if I decide to cancel?
This will depend on the terms of your policy. Depending on the reason for your cancellation (for example if you are concerned about a serious underlying medical condition), you should contact your travel insurance provider to check if you can make a claim.
What’s happening at the airports when I arrive or leave?
As a precautionary measure enhanced health screening procedures have been put in place at airports in many countries. Travellers should comply with these processes and take relevant preventative measures to reduce the risk of exposure. Please visit your arrival/departure airport website for the specific measures that have been introduced.
Where can I check for up-to-date travel and health information for my destination?
- UK health authorities are providing detailed advice for specific destinations and locations which is available at www.gov.uk/guidance/wuhan-novel-coronavirus-information-for-the-public
- Travellers are advised to read the FCO travel advice for the country they are travelling to. Visit www.gov.uk/foreign-travel-advice
- The National Travel Health Network and Centre (NaTHNaC) TravelHealthPro website travelhealthpro.org.uk/countries provides specific country-by-country travel health advice
- The NHS website has useful information about how to take preventative measures against Coronavirus at www.nhs.uk/conditions/coronavirus-covid-19
- ABTA also has updated advice and FAQs for travellers at www.abta.com/coronavirus
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