Information and cancellations

Updated: 26/03/2020 - 2pm

Dear customers, 

If you are reading this it means that you too are affected by the recent closure of French ski resorts due to the COVID - 19 outbreak. 

Many of you will be asking yourselves:

- What are the terms of repayment?
- Is it possible to postpone my stay? 
- Can I get a credit note? 

Our teams are focused and determined to deal with this unprecedented situation.

I want to know more about the situation. How do I contact Travelski?

ūüďß If you have already sent us an e-mail, it is currently being processed and we attach the greatest importance to answering you as quickly as possible.¬†
‚ėéÔłŹ For the sake of efficiency, our Customer Service does not take any more calls. Our teams are currently contacting each of our customers by telephone in this order of priority :¬†¬†
- Case #1: You have started your ski holiday and the resort has closed.
- Case #2: You booked a holiday and planned to go skiing from 16 March 2020

I have booked with Travelski: How do I get my money back? Is it possible to postpone my stay?

ūüĒĶ Case no. 1: My stay has already begun and the resort is closed.

Since Monday 16th March: our teams have been contacting ALL OUR CUSTOMERS by telephone to define the treatment arrangements for shortened stays.   

- You haven't been contacted yet? 

Don't worry, we haven't forgotten you! On the contrary. At the moment, some of our accommodation providers have not yet given us any feedback on these arrangements. We are waiting just like you... and find the time. 
In fact, we can't process your file at the moment. We will contact you as soon as possible and count on your kindness. 

- All right, then. But will I be compensated?

YES, of course! 
What's already been recorded: 
- Ski pass. You will be compensated in proportion to the number of days used. 
- Rental of ski equipment: you will be reimbursed in proportion to the number of days used. 
- Snow caterer : the meal baskets have been delivered to you, there is no refund. 
- Ski school: you will be reimbursed in proportion to the number of lessons taken. 
For your accommodation: the files analysed consist of a voucher for a future reservation, a refund or a refund in proportion to your consumption. 

We rely on your patience, know that we will do our very best to satisfy you. Thank you for your understanding. 

ūüĒĶ Case no. 2: I have booked a stay and I am planning to leave from 16 March 2020.

ūüĎČ Don't worry, our teams take care of everything! Without any action on your part, within 3 weeks you will automatically receive by e-mail a voucher corresponding to the amounts you have paid so far.¬†
This voucher is valid for 18 months to book your next skiing holiday. 

- How can I use my voucher for my future holiday? 

Once you have chosen your destination, your place of residence and your package, make your offer online and contact customer service: 
- 0800 260 5082
Our advisors will then add your voucher to your file. 

- My stay has been cancelled, I received a voucher, but I preferred a refund.

As we informed you, on 17 March 2020, the Secretary of State to the Minister for Europe and Foreign Affairs responsible for tourism, Mr Jean-Baptiste Lemoyne, announced a comprehensive plan to support the tourism sector.  
This plan provides for the introduction of vouchers to be redeemed for a future stay for all holidaymakers whose stay had to be cancelled as part of the measures taken to contain the coronavirus epidemic.  

Following this announcement, Order No 2020-315 of 25 March 2020 allows cancelled benefits to be carried over to a later date by means of a voucher. On the contrary, it allows an exception to the right to reimbursement referred to in Articles II and III of the article. L211-14 of the Tourist Code and the right to reimbursement resulting from the combined provisions of Articles 1218 and 1229 of the French Civil Code. 

(*Travelski is a French organisation selling their skiing holidays in Europe. For this reason, French law is applicable).

For more information:

ūüĎČ To all our customers: Thank you for your understanding and sympathy in this difficult situation.
Please know that we are here for you!