Advice for guests

We are experiencing a high volume of calls at the moment and apologise for any delays experienced. We are in the process of contacting all customers who were due to travel with us with further information regarding their holiday. We kindly ask for your patience and to only contact us if urgent. If you have booked via a travel agent, they will be your point of contact.

For guests who are concerned about their travel plans in light of the Coronavirus outbreak, we answer the most commonly asked questions below.

Is my holiday going to take place as planned?

In light of the current FCO advice against all non-essential international travel in response to the COVID-19 pandemic, we have now suspended all of our operations for the 2019/20 Winter season. If you were due to travel, however are not able to now as a result of COVID-19, we will contact you in due course with further information regarding your holiday. We ask you to please be patient as we contact all customers affected.

How will I know if my travel plans are going to be affected?
The unpredictable impacts of the Coronavirus mean that decisions about changes or amendments to your holiday may be no more than a few days before you are due to depart. We pay constant attention to the guidance from the UK’s Foreign & Commonwealth Office (FCO), ABTA, Public Health England and local health authorities in our destinations. We will respond to any advice by the FCO against non-essential travel to your destination, and will contact you as soon as it is clear we won’t be able to provide your holiday at the originally planned time.

I’m due to travel to Italy, Austria or France this winter, what’s happening with my holiday?
We have now suspended all ski holidays for the remainder of the 2019/20 Winter season. We are in the process of contacting guests with affected holidays to offer alternative options.

Will I be entitled to a refund if Esprit has to cancel or make a significant change to my holiday due to the Coronavirus outbreak?

Due to the ongoing situation regarding COVID-19, the Foreign Commonwealth Office have now advised against all but essential international travel. We have therefore suspended the remainder of the 2019/20 Winter season.

We will proactively contact all customers who were due to travel up to and including 16 April 2020 to offer a range of flexible options, and we are grateful to those customers who have chosen to move their holiday to a later date. For those customers who are not able to postpone their holiday, we kindly ask for your ongoing patience as we work through the refund requests.

Please remember it is a condition of our booking terms that you have valid travel insurance.

Can I get a refund if I chose to cancel/curtail my holiday?
If you decide not to travel and choose to cancel your holiday before departure and the FCO advice does not advise against travel at that time, we are not able to offer any refund for your holiday or ski extras and our usual cancellation terms apply. Equally, if we make the decision to suspend your holidays to a given destination and you cancelled before we took that action, we will not offer a refund retrospectively.

We strongly recommend that you keep your booking in place and await a change to FCO advice. If FCO advice has changed, wait for us to contact you, which we will do at least 14 days prior to departure, where time allows. If you have underlying health concerns, we would recommend that you speak to your GP and travel insurer, who may offer a degree of cover for cancellation on these grounds.

I haven’t yet paid the balance for my holiday. Can I pay later while I wait and see what happens?
We ask you to make the balance payment for your holiday at least 10 weeks before your holiday start date. After 10 weeks our usual cancellation charges apply (including the full cost of any flights we have booked on your behalf).

Will I be covered by my travel insurance if I decide to cancel?
This will depend on the terms of your policy. Depending on the reason for your cancellation (for example if you are concerned about a serious underlying medical condition), you should contact your travel insurance provider to check if you can make a claim.

Where can I check for up-to-date travel and health information for my destination?