Latest travel updates

 

Covid-19 information

 

With the unprecedented situation we are facing with the Covid-19 crisis, the Foreign and Commonwealth Office (FCO), have advised against all but essential travel. On 10 May 2020, the Prime Minister announced the expectation that UK hospitality will not re-open until at least July, as well as the introduction of quarantine for any passengers arriving in the UK by air and the need for ongoing social distancing.

We’re sure you’re keen to find out what this means for your holiday.

Given current FCO advice and the uncertainty around when travel restrictions will be lifted we have decided to cancel all holidays departing in May and June 2020, our call centre team will be contacting all affected guests to discuss options with them. If you have booked a Neilson Summer 2020 holiday due to depart before 31st October 2020 you can amend for free to the equivalent holiday in 2021 or any other holiday currently on sale.

To give all our summer customers more flexibility while it remains uncertain when overseas travel will resume; we have temporarily reduced the Summer 2020 final balance collection date from 12 weeks before departure to four weeks and reduced our cancellation charges.

You’ll find all the information you need about your holiday in the sections below.

We are regularly monitoring the FCO guidance as well as the Covid-19 position in our destination countries and will provide further updates as the situation develops.

Following government advice, our call centre team is working from home, so it might not be as easy as usual to get in touch with us. Our team are working as quickly as possible to contact all customers impacted by these changes. We are prioritising customers, working through in date order, so please be patient and we will be in touch as soon as we can.

If you need to, please contact us on 0330 838 1722. You can call between: 9am - 5.30pm (Monday to Friday), 9am – 5.00pm (Saturday) and 10am-4pm (Sunday). Alternatively, please use our webchat service.

Visit the FCO website for their latest Coronavirus travel advice.

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

 

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, 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

With the unprecedented situation we are facing with the Covid-19 crisis, the Foreign and Commonwealth Office have advised against all but essential travel. At this stage we are unsure when these travel restrictions will be lifted and operations will be possible. We have therefore decided to cancel all holidays departing in May and June 2020.

Affected guests have the following options available, providing you with peace of mind and flexibility over when you travel.

1. You can amend your booking for free to a holiday in 2021 or a later date in Summer 2020.

If you decide to move your booking to the same holiday for Summer 2021, we will honour the price you have already paid. If you choose a Summer 2020 holiday, if it is cheaper than the one you originally booked, you will pay the lower amount. If you choose a holiday that is more expensive than your original booking, you will need to pay the difference in price.

2. If you choose not to amend your booking until later, following recent ABTA guidance, we will issue you with an ATOL protected refund credit note with a value equal to the amount you've already paid to us.

The money you have paid remains safe as refund credit notes benefit from the same ATOL protection as our holidays. You can use the refund credit note to make a future booking with Neilson until 30 September 2020. Alternatively, we will provide you with a full cash refund by 30 September 2020.

Our call centre team will be working as quickly as possible to contact everyone who was due to travel in May and June 2020, discuss your options and handle any changes. Alternatively, use our online form below and our team will process your change as soon as possible and provide you with updated holiday documents.

You can request your amendment online here

If we have not received your preferred option for your cancelled booking 72 hours prior to your holiday departure we will automatically issue you with a refund credit note.

Refund Credit Note FAQs

 

With the unprecedented situation we are facing with the Covid-19 crisis, the Foreign and Commonwealth Office have advised against all but essential travel. At this stage we are unsure when these travel restrictions will be lifted and operations will be possible.

For all our summer 2020 holidays, we are in discussions with our various flying partners over when operations will resume.

It is important to us that you are able to enjoy your holiday when it comes. Given the uncertainty over how long this crisis will last we would like to offer all Summer 2020 guests increased flexibility over when you travel.

If you have an existing booking for a Neilson Beachclub or Sailing package holiday, travelling between 1st July and 31st October 2020, you can amend for free to a holiday in Summer 2021 or another date in Summer 2020. If you decide to move your booking to Summer 2021, we’ll let you move to the equivalent holiday at the price you have already paid. If you choose an alternative date for Summer 2020 or Summer 2021 that’s 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. Please note in either circumstance, you will need to pay the difference where a child or infant will no longer be subject to child/infant pricing on the new booking.

We will waive any amendment charges due if you decide to change your holiday to a date departing after 30 June 2020.

If you cancel, we have reduced our cancellation charges and will issue you with an ATOL protected refund credit note in line with ABTA guidance.

As our summer 2021 programme is not yet on public sale please use our online form below and our team will process your change as soon as possible and provide you with updated holiday documents

You can request your amendment online here

 

 

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

What will happen if my holiday is affected?

Should I be worried about booking a holiday?

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

What will happen if there is an outbreak in resort?


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.

 


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 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.

 

 

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