Due to the continuing COVID-19 situation, the Foreign and Commonwealth Office advised against all but essential travel shortly after the European ski destinations closed their resorts and the countries imposed lockdown. All chance of skiing last winter ended when France, the last country to close, announced resort closures on March 15th and then president Macron announce the countrywide lockdown on Tuesday 17th.
At the time of writing, all holidays travelling from the UK on or before 11 June 2020 have been cancelled.
In light of the differing regulations and government intervention across our various destinations, we are in daily contact with our suppliers. Providing the best outcome and options for our customers following the cancellation of holidays remains our top priority.
When our suppliers provide us with updates, we will communicate them to customers.
As a travel agent, we can offer refund only when we have received direction and funds to do so, from the operator/supplier contracted to provide the holiday.
Where tour operators have supplied refunds, refund credit notes, move/rebooking or other alternatives, SNO as intermediaries will contact our customers to explain the options.
We will process refunds as soon as funds are sent to us from operators/suppliers. In all cases, we will do our best to negotiate a satisfactory outcome for our customers.
With complete sympathy for how frustrating this process may be to our customers. We kindly ask for your understanding and patience during this extremely difficult time.
Please also be assured that:
• By booking a ski holiday with SNO, your trip is protected financially in the event of the failure of your operator/supplier.
• As members of the Travel Trust Association, we follow a strict industry Code of Conduct, and where you have booked a ‘package holiday’ you have specific rights and protections under UK law.
• We are an industry-leading ski travel agent and have been trading for over a decade.
To all our valued customers,
I understand what a huge disappointment it is to have a holiday cancelled. What has happened to us all since then, is even more upsetting. We’re all struggling to keep our families safe in this very anxious time.
From my first career in consumer journalism at the BBC, I have built SNO on a foundation of the best possible customer service. Despite working for you from dining tables and spare bedrooms across London (and hoping the kids are studying in the room next door), our focus on doing the best we can for our customers is still our top priority.
Coronavirus is a huge challenge for us as your Travel Agent, and we are putting all our energies into bringing the best outcome from your Tour Operator. The Operators/Suppliers are passionate skiers struggling just like us, as they try to find a safe route through this harrowing experience. They had to furlough staff and are struggling to get money back from their suppliers (airlines/hotels/transfers also furloughed staff) so that they can then refund it to customers or rebook them.
I’d like to say a particularly huge and heart-felt thanks to everyone who has been able to rebook their holiday to next year. It’s no exaggeration to say that you are the skiers and boarders saving the UK ski industry and saving thousands of jobs of your fellow snow-loving countrymen and women.
Please rest assured the team here at SNO are here to support you and get you back up in the mountains as soon is safe to do so.
I know that you are as concerned for the future of your family as I am for mine. We’re all struggling as our worlds of work and family are forced to coexist at home.
I want to thank our amazing customers again, for their support and understanding, and wish everyone to keep safe, so we can all meet again in the mountains next winter.