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Latest travel updates

Here at Neilson, we’ve been sending guests on activity-packed holidays for over 40 years now. In that time, we’ve faced a fair few challenges along the way.

 

The current situation though is without precedent and things are changing quickly. Please rest-assured that in these uncertain times our commitment to the health, safety and enjoyment of our guests and staff is stronger than ever.

 

We’re continually following the guidance from the government and ABTA as the situation evolves and will provide you with updates as soon as we receive them.

 

Please note that if you have an existing winter 2019/20 booking, we will be contacting you as soon as we can, starting with those departing soonest.

 

For customers who have booked and are due to travel in May or June 2020, we are offering more flexibility on when you travel, click here for more details.



We're currently experiencing very high call volumes so please bear with us at this time.

 

Coronavirus

As of 17 March 2020, the Foreign and Commonwealth Office (FCO) have advised British people against all non-essential travel worldwide. This advice takes effect immediately and applies initially for a period of 30 days.

 

The Coronavirus situation is having a huge impact on travel and holiday plans. Please rest assured that we’re monitoring the situation very closely and our advice to customers will always be guided by the Foreign and Commonwealth Office (FCO) travel advice and local authorities.

 

Useful links:

 

Visit the FCO website for their latest Coronavirus travel advice and for information on taking out comprehensive travel insurance.

 

Visit the NHS website for information on Coronavirus and advice for the public.

 

Visit the ABTA website for their latest travel advice and guidance for customers with existing bookings.

 

 

If my recent holiday was cancelled due to Covid-19, will I get a refund?

If your recent Neilson Ski & board holiday was due to depart before 16 April 2020 and we have had to cancel your trip due to the Covid-19 outbreak, we will be in touch with you to issue you a refund credit note.


We are a member of ABTA and all our holidays are ATOL protected, which offers you complete financial protection. In response to the Covid-19 outbreak, ABTA has provided updated guidance and is now advising members to issue refund credit notes for holidays cancelled due to the recently imposed global restrictions on travel in response to Covid-19. The money you have paid remains safe as refund credit notes benefit from the same ATOL protection as our holidays.

 

You can use your refund credit note on an identical Ski & board holiday in Winter 2020/21 replacing  the holiday just cancelled, for the price you have already paid.

 

If you need a little longer to decide on your next Neilson holiday you can also use your refund credit note, together with an additional £50 per person contribution from us, towards any alternative Neilson Beachclub or Ski & board holiday in 2020 or 2021 departing after 1 July 2020 and before 31 October 2021. Your refund credit note will last until 30 September 2020 giving you more time to make your mind up about your future holiday plans.

 

For more information on our refund credit notes visit our FAQ's page.

Your refund credit note will be issued in the coming days, with a value equal to the amount you've already paid to us. If you have not used your refund credit note towards a future holiday by 30 September 2020, please contact us at that time so we can arrange for your cash refund.

 

Please contact one of our call centre team who will be happy to discuss your options with you, but please be patient as we are dealing with a high volume of calls currently and our call centre team is now working from home, so it might not be as easy as usual to get in touch with us. Our team will be working as quickly as possible to contact everyone who was due to travel up to 16 April 2020.

 

If you booked with a third-party travel agent, we will be in touch with them directly to issue your refund credit note.

 

Refund Credit Note FAQs

 

 

My Neilson ski holiday has been cut short due to Coronavirus, am I entitled to compensation?

We’re very sorry your holiday was cut short and we understand how frustrating it is. We want to thank all of our guests who were affected for their patience and cooperation as we arranged travel back to the UK.

 

At the time of departure, FCO and local authority advice was that it was safe to travel and therefore all holidays were expected to run as normal. Affected guests, whether choosing to travel or not, are not entitled to refunds or compensation under the Package Travel Regulations, as the reason for the holiday not continuing was outside of our control.

 

We advise all guests to contact their travel insurers as they should be able to claim back costs under the ‘Loss of enjoyment’ clause.

 

 

Are any winter 2019/20 Neilson ski & board holidays still running?

We are sad to say that all ski resorts in Andorra, Austria, France and Italy are now closed for the remainder of the 2019/20 ski season.

 

If you have a booking to any of these countries, we’ll be in contact with you as soon as we can. We’ll start with those due to depart soonest and ask for your patience at this time. If you have booked with a travel agent, they’ll be in touch with you.

 

 

Are Neilson summer 2020 holidays still running?

Our summer holidays are still going ahead as planned so our normal terms apply to any booking amendments and cancellations.

 

The only reason this would change is if the FCO specifically advise against travelling to an area where we operate holidays, or local authorities put restrictions in place which prevent us from being able to fulfil your holiday as planned.

 

In the event that this were to happen, we would get in contact with you as soon as possible to discuss your options. Make sure we have the most up to date contact information for you in your My Neilson account area so we can get in touch as quickly as possible should we need to.

 

Following the Prime Minister’s announcement on 23 March 2020 on increased isolation, together with uncertainty over how long this crisis will last, we understand our customers will be apprehensive about their upcoming holidays during this time. Your peace of mind, so that you are able to enjoy your holiday when it comes, is extremely important to us.

So for departures in May and June 2020 we would like to offer you increased flexibility over when you travel, click here for more information.

 

 

Will my Neilson summer holiday to Croatia, Greece, Italy or Spain be cancelled?

As of 17 March 2020, the Foreign and Commonwealth Office (FCO) have advised British people against all non-essential travel worldwide. This advice takes effect immediately and applies initially for a period of 30 days.

 

The Croatian government has introduced a compulsory 14 day period of self-isolation for all foreign nationals arriving from the UK. This is a temporary measure and at the moment, our Croatian holidays are due to operate as planned from May.

 

The Greek government has introduced the enforced closure of tourism hotels until 30 April 2020 to limit the spread of Coronavirus.

 

For Italy and Spain, the FCO currently advises against all but essential travel and both the Italian and Spanish Governments have implemented temporary internal measures to minimise the spread of Coronavirus.

 

All of our holidays remain planned to operate as normal. However as the Coronavirus travel restrictions have only just been announced, we are constantly monitoring the situation, especially the advice of the FCO, to assess if there will be an impact on our summer holidays.

 

If any situations necessitate a change to your Neilson Summer 2020 holiday, we’ll contact you as soon as possible. 

 

 

What will happen if my 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 cancel my holiday?

Our summer 2020 holidays are due to go ahead as planned. If there are no FCO restrictions stopping you from travelling, there should be no reason to cancel. We really hope you continue to holiday with Neilson, but please note that our normal terms apply to any booking amendments and cancellations.

 

 

I have visited a country with restrictions in place in the last 14 days – do I need to self-isolate?

We’d advise you to keep up to date and follow the government advice on self-isolation.

 

 

I have been told to self-isolate, what should I do?

If you have been told to self-isolate and cannot travel on your booked date as a result, please talk to us about amending your departure date. We strongly recommend that our customers purchase appropriate personal travel insurance effective from the date of booking.

 

 

Should I be worried about booking a holiday?

We know this situation is causing uncertainty but rest assured that we would never operate a holiday unless it was completely safe to do so. If any travel restrictions are implemented to a destination you’re travelling to, we’ll get in contact with you as soon as possible to discuss your options.

 

 

British Airways, EasyJet and Jet2 have cancelled flights – is my booking affected?

Should there be a change to your flight, we’ll be in contact with you to discuss your options.

 

 

What will happen if there is an outbreak in resort?

We have many years’ experience in operating hotels and activity programs, and have an excellent health & safety record; rest assured the safety and well-being of our guests and our team members remains our main priority, and we will work closely with all relevant authorities to minimise any health risk to our guests and team members.

 

 

 

Brexit

For the latest information and travel advice on Brexit, visit our Foreign travel advice page.