Latest travel updates

 

Covid-19 information

 

With the gradual easing of lockdown across the UK, the mandatory 14-day quarantine for arrivals into the UK has been removed for approved countries and there have been tentative steps to re-start overseas holidays within Europe. 

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

We have been closely monitoring developments both in the UK and of course in our destination countries where we operate. Having reviewed operations and new Covid-19 protocols carefully, the restrictions we would have to adopt are extensive. There would be a significant impact across the activity programme and kids clubs, as well as how we run the hotel, the dining experience and allow you to use leisure facilities like the spa, gym and pool – the key elements of a great Neilson holiday experience.

We have therefore reached the difficult decision that we will not operate ANY holidays for the Summer 2020 season. 

Following previous updates cancelling holidays due to Covid-19 until 31 August 2020, all holidays departing on or before 31 October 2020 are now cancelled.

Our call centre team will be contacting all affected guests to discuss options available. If you have booked a Neilson Summer 2020 holiday due to depart before 31 October 2020 you can amend for free to the equivalent holiday in 2021 or any other holiday currently on sale, as long as you booked before 1 July 2020.

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

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.
 

   

Are you offering cash refunds?

Yes. Neilson are now in a position to offer cash refunds to customers who have been issued with a Refund Credit Note.

Our Call Centre team will be in contact to arrange your refund. We are working on a significant backlog so please do bear with us whilst we process refunds in departure date order.

Your Refund Credit Note remains protected under the ATOL financial protection scheme and can still be used towards an alternative Neilson Beachclub or Ski & Board holiday if you prefer.

Why did Neilson initially offer Refund Credit Notes rather than cash refunds?

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 being placed under lockdown.  



This situation has led to an extraordinarily high volume of refunds, due at a point in time. The industry trade body ABTA therefore changed its guidance to travel companies and advised us to offer Refund Credit Notes rather than cash refunds. Alongside this advice, ATOL, the consumer protection scheme, was extended to Refund Credit Notes, meaning the Refund Credit Notes we issued were protected in all circumstances.

Your Refund Credit Note can be used towards any alternative Neilson Beachclub or Ski & Board holiday departing after 10 December 2020 and before 31 October 2021.  Alternatively, we will exchange it for a full cash refund. 

Why has the situation changed with cash refunds?

The extreme situation caused by the Covid-19 pandemic required us to adopt the use of Refund Credit Notes whilst we stabilised the business.  

Neilson has now secured additional financing facilities to allow us to see through this crisis and refund customers as soon as possible, and earlier than the September date referred to on Refund Credit Notes. Securing this funding took time, and we appreciate our customers’ patience whilst we resolved the issue.

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 have issued you a refund credit note.

You can now exchange your refund credit note for a cash refund - earlier than the September date we originally communicated. 

You can still 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 10 December 2020 and before 31 October 2021. 

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 working from home, so it might not be as easy as usual to get in touch with us. 

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

Your Refund Credit Note remains protected under the ATOL financial protection scheme.

Refund Credit Note FAQs

With the unprecedented situation we are facing with the Covid-19 crisis, the operating restrictions and new Covid-19 protocols we would have to adopt are extensive. There would be a significant impact across the activity programme and kids clubs, as well as how we run the hotel, the dining experience and allow you to use leisure facilities like the spa, gym and pool - the key elements of a great Neilson holiday experience. We have therefore decided to cancel all holidays for the summer 2020 season, up to and including 31 October 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.

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 an alternative Summer 2021 holiday and 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. Please note, in either circumstances 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. Please note new bookings made after 1 July 2020 for summer 2020 holidays do not benefit from the flexible cancellation policy for S20.

2. If you choose not to amend your booking, we will refund you for the amount you've already paid to us.

We will endeavour to pay your refund as quickly as possible, however we are working through a large volume of refunds at present so the process may take longer than usual. Please do bear with us through this period.

3. If you have already received a Refund Credit Note, we will be in contact to issue you with a cash refund.

We are currently working through a large volume of refunds in departure date order, so please bear with us as the process may take longer than usual.

Our call centre team will be working as quickly as possible to contact everyone with a a departure date up to 31 October 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.

 

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 for the current selling price.

If you decide to move your booking to Summer 2021 and your holiday 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. Please note, 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.

2. If you choose not to amend your booking, we will refund you for the amount you've already paid to us.

We will endeavour to pay your refund as quickly as possible, however we are working through a large volume of refunds at present so the process may take longer than usual. Please do bear with us through this period.

 

 

 

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.

 

 

Click here to see our full booking terms and conditions