Skiers furious as tour operator refuse refunds – what to do if your holiday has been cancelled - Telegraph.co.uk

Posted: 17 Mar 2020 05:28 AM PDT

The spread of coronavirus throughout Europe has forced the continent's ski resorts to close early, with many hundreds of British holidaymakers left with their travel plans in tatters.

Amid the frustration customers are now finding they will not receive a full refund for their holiday.

While travellers can usually expect the option of a full refund if their trip with a tour operator is cancelled, now companies are instead offering only vouchers for future travel or alternative trips in an effort to protect their balance sheet during the coronavirus crisis.

Abta, the UK travel trade association, has explained the shift is due to the unprecedented impact the virus is having on the travel industry.

"As a result of the extraordinary situation and customer concerns over coronavirus, many travel companies and airlines are doing all they can to offer more flexible booking policies at this time, such as giving customers the option to change their travel date should they wish to postpone their holiday. In certain circumstances this may not be possible. Customers should speak to their travel provider to discuss what their options may be," read a statement from Abta.

The Austrian resort of Ischgl was put into quarantine after a cluster of cases was discovered Credit: ischgl tourism

Many of the major ski operators, including Inghams, Esprit and Ski Total, all owned by Hotel Plan, as well as smaller operations such as VIP Ski and Alpine Elements are taking this approach – much to the frustration of their customers.

A statement from Hotel Plan read: "We are working closely with Abta and are currently offering all guests booked to depart between 16 March 2020 and the end of the winter season, an incentive to move their holiday booking to 2020/2021 winter season. Alternatively guests can choose to receive credit vouchers for the same value as the monies paid and these can be used on future Inghams, Esprit, Flexiski, Ski Total and Santas Lapland holidays, departing before 30 April 2021. The vouchers will be issued within the next 28 days."

Customers have taken to social media to air their grievances about the sudden change in policies.

Paddy Moore wrote on Ingham's Facebook page: "In less than 24 hours Inghams have changed their original terms and conditions as per what they had originally posted for Coronavirus cancellations! And frankly this is absolutely disgusting." The comment goes on to explain he and his partner would have originally been entitled to a refund of nearly £2,500.

Stephen Roche added to the post: "I cannot commit to a holiday that is a year away. I require a FULL refund for our holiday that was due to depart this Saturday."

The frustrations continue on Esprit Ski's account – the company specialises in family ski trips. Victoria Clark wrote: "Esprit Ski - after our ski holiday to France departing next Sunday was understandably cancelled, I am shocked to receive an e-mail this afternoon advising that you will offer only either a transfer of holiday to next year, or credit vouchers. This completely contradicts the cancellation t&cs from our original booking. Our group of six contains two individuals over 70s who may or may not be able to ski next year, and a full refund is the only acceptable (and moral) recourse."

Natasha Troy shared her concerns on the Alpine Elements Facebook page: "Just got our email from Alpine Elements about 'next steps' after the cancellation of our holiday due to leave yesterday. They clearly are not offering refunds only holiday vouchers (how much for remains to be seen) otherwise it's 'take it up with your insurance company.'"

However, those in the industry are calling for understanding as coronavirus forces companies into uncharted territory.

"The UK travel industry is facing a crisis of unprecedented scale, which is impacting hundreds of travel businesses and many thousands of their customers. Abta, The Travel Association, is calling for urgent support from the Government to help businesses through the short-term," read a statement from ABTA.

Suggested measures include waiving tour operators' responsibility to provide refunds to customers, if the costs are not covered by suppliers such as hotels or airlines. It has been proposed that refund credits, in the form of a travel voucher for future travel for example, should be allowed as an acceptable alternative to cash refunds. Currently, operators have 14 days to arrange refunds, Abta is also asking for this regulation to be changed.

"The evolving coronavirus situation is causing immense damage to UK travel businesses. I am calling for urgent action today by the Government to make money available to travel and tourism companies and to make temporary changes to existing package travel regulation. Without this action, we risk healthy travel businesses going bankrupt, thousands of job losses across the country and customers losing money," said Mark Tanzer, Abta's chief executive.

Were you due to travel on a ski holiday in the coming weeks? Here's further advice on what to do now your holiday has been cancelled.

I've booked a ski holiday with an operator, what should I do?

Tour operators are encouraging customers not to get in touch directly to discuss refunds or alternative travel as they focus on bringing existing guests, currently out in the mountains, home. Instead they will be contacted directly to discuss their options, whether that's a refund, alternative trip or vouchers for future travel. See details from the major ski holiday operators below.

Resorts in Italy, including Cortina, were the first to close Credit: cortina marketing

If you do wish to get in touch with your operator, getting through to customer services is becoming increasingly difficult – regardless of whether by phone, email or social media. Anecdotal evidence suggests that using the 'live chat' service via a company's official website can yield a swifter response, though of course nothing is guaranteed. Most companies have issued statements and advice on their websites.

What are tour operators saying?

Crystal Ski Holidays

A statement from the UK's biggest ski tour operator, which operates holidays to all the world's leading ski resorts, read: "All customers whose holidays were affected have now been contacted directly to discuss their options, whether that's a full refund or amendment their booking. Due to the ongoing outbreak of COVID-19 (Coronavirus) and local restrictions in place, we've sadly had to cancel our ski holiday programme for the rest of this season....The safety and wellbeing of our customers and staff is our highest priority."

Inghams/ Esprit Ski/ Ski Total

Hotel Plan has informed its customers that they will receive compensation in the form of an alternative trip or a voucher for future travel – the operators are not currently offering monetary refunds.

"Following government decisions to close winter destinations in the last week, we at Hotelplan have had to cease our winter operations for the remainder of the 2019/20 season. We are working closely with ABTA and are currently offering all guests booked to depart between 16 March 2020 and the end of the winter season, an incentive to move their holiday booking to 2020/2021 winter season. Alternatively guests can choose to receive credit vouchers for the same value as the monies paid and these can be used on future Inghams, Esprit, Flexiski, Ski Total and Santas Lapland holidays, departing before 30 April 2021. The vouchers will be issued within the next 28 days," read a statement.

"Our focus now has to be on the safety and comfort of our customers. We have worked round the clock to get them home with as little inconvenience as possible. We are fortunate to have a very experienced team on the ground to support," said Paul Carter, Chief Executive Officer, Hotelplan UK.

"It goes without saying how disappointed we are this has happened. More than anything, we're really sorry so many people's holidays have ended this way."

Ski Safari

A statement from Ski Safari, which specialises in trips to destinations in America, Canada and Japan, read: "We're looking at all options for customers affected, be that a deferral, an insurance claim, or a refund. We have been in touch with customers in resort and are keeping customers, yet to travel, updated as much as possible."

VIP Ski

A statement on VIP Ski's website, which offers chalet holidays throughout the Alps, read: "We are able to offer two alternatives if you have booked for this 19/20 season but have not yet travelled; You can defer your holiday to the same chalet and date for next 20/21 season and we will of course honour the same price. You can make this change straightaway.

"If the same chalet is not available next season for any reason or you would like the liberty of booking a different chalet on a different date, or because of a change in party numbers or any other reason then we will issue you with a 'virtual voucher' for the holiday price that you paid together with a £50 goodwill gesture for every person that was booked to travel this winter."

"VIP SKI has all clients safely back in the UK and is currently contacting and helping clients with bookings made for the remainder of this season. Right now their main priority are their clients who are all being contacted directly."

Ski Solutions

Ski Solutions, which acts as an agent for many major operators, issued the following on its website: "If we are forced to cancel your holiday as a result of FCO advice, or because of a resort closure due to Coronavirus then we will offer you alternative holiday options for next winter. In the event of cancellation, in line with current advice from ABTA, you should first check with your travel insurance provider to see if you have cover available under your policy to claim for a refund. We will be contacting all clients in the week ahead with further details."

Alpine Elements

Customers of Alpine Elements have revealed they are being offered travel vouchers and credit by way of compensation. A statement on its website reads: "In the evening of March 14th we were informed by French authorities that all non essential services will close, including the ski lifts in all of our ski resorts. This is despite assurances only yesterday afternoon/early evening that resorts would be open as usual this weekend and until the end of the season. We are therefore not operating ski holidays to any of our resorts including (but not limited to) the resorts of Meribel, Morzine, Chamonix, Les Gets, La Plagne, Courchevel-La Tania, Tignes and Val D'Isere. All group leaders will receive email correspondence to this effect, tonight. We will contact you with further information detailing your options by close of business Monday 16th March."

Airlines, including EasyJet, have cancelled flights to a number of destinations Credit: Bloomberg News/Simon Dawson

Action Outdoors

The operator which markets the French holiday company UCPA and its all-inclusive budget-friendly ski trips to Brits, including families, has released the following statement: "Action Outdoors is providing all of its customers full refunds on their holiday booking, which does not include travel. The refund would include all Action Outdoors holiday products which means accommodation, lift passes, ski hire, instruction and meals. That also includes refunds for all the customers that turned up this past weekend and had to go back home again."

I've booked my holiday independently, what are my rights?

While those who booked a package will have all elements of their holidays taken care of at once by their operator or agent, anyone who was due to travel independently will have to contact all their providers to discuss refunds and cancellation policies. "If the airline cancels, then you will get a refund of the fare. If the resort is closed, you should get a refund of the lift pass, if you have bought one in advance. You may not be able to get a refund for your accommodation, however," says Nick Trend, The Telegraph's consumer travel expert.

In light of the unprecedented situation, coronavirus has caused many companies to amend their cancellation policies. Intersport for example, which runs thousands of equipment hire shops across the Alps, is accepting all cancellations and offering a full refund for any bookings in any of its stores. SkiBro, an app that allows you to book ski lessons or guiding in hundreds of resorts, has explained that if the ski school is granting a full refund, which many are, then customers will get their money back. Otherwise standard cancellation policies apply. The app is also offering clients credit of 10 per cent of their booking, rather than a refund, which will be applied to their account and usable throughout next winter.

The ESF, Ecole du Ski Frace, which operates ski schools in resorts across the country is offering full refunds. "In lieu of the French Governments decision to close all French ski resorts from 5pm on Sunday 15th March due to the Coronavirus outbreak, we wish to inform all clients to contact your designated resort office for information on cancellations and refunds. The SNMSF (National Union of French Ski Instructors) has encouraged all ESF directors to offer refunds under these sad and difficult circumstances," read a statement from the company.

"If you have booked individual services from different companies you should contact the travel companies concerned to see what alternatives or options they can offer. Whether you are entitled to a refund if you do not use the services will depend on the specific terms of each company," said ABTA.

Can I claim on my travel insurance?

"If the government has advised against travel, such as Spain and Italy, then some insurance policies will cover your losses through a 'travel disruption' provision in the policy, but most, unfortunately, won't," says Trend.

"Travel insurance may cover non-refundable cancellation costs, in specific circumstances," explains the ABI, the Association of British Insurers, but most policies won't. A number of insurers have also specified that recently purchased policies may exclude travel disruption caused by coronavirus.

"You should also check with your travel insurer to see whether you have any cover available under the policy," said ABTA. Read our full guide to whether travel insurance covers coronavirus here.

What if you're currently out in a resort that is now shut?

"If you have booked with an operator, they must get you home. If you have booked independently, then you will have to get yourself home," explains Trend.

Since the closure of Austrian resorts on Friday, followed by Switzerland on Saturday and France on Sunday tour operators have been working to get all British customers home, including customers who were in resorts such as St Anton that were put into quarantine. Tour operators are updating customers regularly, it is advised to make sure your contact details are up to date.

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