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Refund Credit Note FAQs

Why are you not offering me a cash refund?

The unprecedented scale and pace of change of the Covid-19 pandemic has had a dramatic impact on businesses across all sectors. The travel sector has been significantly affected by the crisis, with the government advising against all non-essential travel overseas and multiple destinations worldwide currently under lockdown.  

This situation has led to an extraordinarily high volume of refunds, due at a point in time. The industry trade body ABTA has therefore changed its guidance to travel companies and is advising we offer Refund Credit Notes rather than cash refunds.

ATOL, the consumer protection scheme, is now extended to Refund Credit Notes.  This means that your money, in the form of the Refund Credit Note, is safe and is protected in all circumstances.


Why has the situation changed with cash refunds on cancelled ski holidays? 

At the time we confirmed we would pay refunds within 14 days, the scale of the Covid-19 crisis was not clear to anyone.  Since that point, the UK government has advised against all non-essential travel overseas, initially for a period of 30 days, and the UK is now in full lockdown.  


The industry trade body ABTA has therefore changed its guidance to travel companies and is advising we offer Refund Credit Notes rather than cash refunds.


Please note, you will be able to redeem the Refund Credit Note for a cash refund by 30 September 2020. So, if you would prefer to receive a cash refund rather than use your Refund Credit Note to book a holiday for a later date, this will be arranged.


How can I use the Refund Credit Note?

You can use your Refund Credit Note on an identical Neilson holiday for the following year, to replace your cancelled holiday, for the same price you paid for your planned holiday.


You can also use your Refund Credit Note, towards any alternative Neilson Beachclub or Ski & Board holiday departing after 1 July 2020 and before 31 October 2021.  


Alternatively, we will provide you with a full cash refund by 30 September 2020. 


What if the cost of my new holiday is more expensive than what I had booked for this year?

If you have an outstanding amount on your booked holiday once your Refund Credit Note has been applied, you will need to pay the balance as per our normal terms & conditions. The full balance will be due 12 weeks prior to departure.


What if the cost of my new holiday is cheaper than what I had booked for this year?

If you have a remaining amount of credit having booked your new holiday, you can use this against other Neilson holiday booking(s) or we will provide you with a cash refund for the outstanding amount by 30 September 2020.  


Can my credit note be used against any other current booking I have?

Yes, one of the team will be able to organise this for you.

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

Yes, you can.

Can I be sure my money is safe?

Yes, absolutely.  Your holiday and/or Refund Credit Note is protected under the ATOL financial protection scheme.


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 30 September 2020 against either a Neilson Ski & Board or Neilson Beachclub holiday, for travel between July 2020 and October 2021. 


ABTA are in discussions with government which may lead to the ability for the refund credit note to be extended beyond 30 September 2020 and remain ATOL protected. This would give you a longer period to decide on a future holiday. If this is an option, we will let you know.

I booked my holiday through a travel agent, what do I do?

You will receive a Refund Credit Note but this will be issued by your travel agent. Please contact them directly to find out more.


Is my accommodation-only booking covered with an ATOL credit note?

No. Accommodation-only bookings transferred to Refund Credit Notes will not be protected by the ATOL financial protection scheme, as it is not a package holiday including a flight.