Hassle Free Covid-19 Guarantee

Covid 19 Cancellation Policy 

Covid-19 Travel Restrictions

Except for these specifically mentioned scenarios where travel restrictions are implemented, our standard cancellation terms and deadlines apply.

  1. Denied Outbound Travel. The destination is open to visitors and services are able to operate, but directives are implemented from the outbound country’s governing authorities specifically advising against all but essential travel to the destination due to Covid-19.
  2. Denied Access. The supplier is able to provide the services, but the visitor is denied access to the destination due to national, regional or local government-imposed restrictions, including the closure of borders, or tourist activities being prohibited due to Covid-19, including;
  3. the mandatory closure of all tourist accommodation in the booked destination locality;
  4. closure of the ski lifts in the booked destination resort;
  5. Service Closure. The supplier is unable to provide the contracted services due to a government order restricting their activity due to Covid-19.

 

For the avoidance of doubt, any other scenario not specifically mentioned, even if linked directly to Covid-19, is covered by our standard cancellation terms.

This includes where a customer wishes to cancel, or is unable to travel, due to any of the party being required to self-isolate or quarantine or having been diagnosed with Covid-19. Under these circumstances, any travel insurance contracted by the customer should cover the cost for the customer if the cancellation is made outside of our standard cancellation terms. It is the customer’s responsibility to source appropriate travel insurance.

 

Notification of Cancellation

  • A cancellation can only be accepted in writing by email which clearly states the booking reference of the booking that needs to be cancelled, or by you cancelling the booking directly on our system.
  • It is your responsibility to notify us of an intention to cancel as a result of Covid-19 restrictions being implemented in order to benefit from any refund or non-charge due under these specific Covid-19 cancellation terms.
  • It will remain our assumption that a customer wishes to travel on the booked service, regardless of the restrictions put in place, unless we receive a cancellation as described.
  • Failure to notify us within the agreed timeframes will result in the service being non-refundable.

 

Cancellation Deadlines

The following outlines the cancellation deadlines in relation to travel restrictions being implemented as a result of Covid-19. It describes the cancellation notice required for a booking to be refundable, in relation to when the Restrictions were implemented and the commencement of the booked service.

  • Over 72-Hours

If the time before the booked service commences that travel restrictions are officially announced is over 72 hours, the deadline to notify us of cancellation is no later than 16:00CET two days before the booked service is scheduled to commence.

 

  • Less than 72-hours

If the time before the booked service commences that travel restrictions are officially announced is less than 72 hours, the deadline to notify us of cancellation is no later than 16:00CET the day before the booked service is scheduled to commence.

Cancellations received after the specified deadline, or in the case of customer no shows, are non-refundable.

 

Hassle Free Covid-19 Guarantee and Travel Advice FAQs

What happens if I need to self-isolate and cannot go on holiday, either because I’ve been diagnosed with COVID 19 or I’ve been contacted through track and trace?

This should be covered by your travel insurance, so please ensure you have a suitable policy, as we would not be able to refund unless it meets our standard cancellation terms

What if one or more of the people travelling with me cannot travel as they have been diagnosed with COVID 19 or contacted by track and trace?

Unfortunately, we will only offer a refund if there is a local or national government sanctioned travel restriction. If you or any of your party choose not to travel, please carefully check our standard cancellation terms here.

I’ve heard that my resort/destination might be closing or quarantined, can I still get a refund?

Unfortunately, we will only offer a refund if there is a local or national government sanctioned travel restriction. If you or any of your party choose not to travel, please carefully check our standard cancellation terms here.

What if I forget to let you know that I need to cancel?

If you are entitled to a refund, it’s your responsibility to inform us either by logging into our system (https://getawayvans.com/user/login) and cancelling it there or by emailing info@getawayvans.com before the cancellation deadline, stating the booking reference in the subject line.

Will I get a refund if my resort is closed while I’m there?

If your resort is closing, then we understand that you’ll probably need a transfer back to the airport or train station.

Providing you notify us before the cancellation deadline, we’ll of course be able to refund you or move your booking. If there’s any difference in price we can discuss that with you at the time of re-arranging transport.

If my destination is put into quarantine measures before I travel, will I get a refund?

Providing you let us know before the cancellation deadline, yes, you’ll get a full refund. No refunds will be available after the deadline unfortunately.

Are there any admin or cancellation charges/fees?

We never charge any admin fees for amending or cancelling your booking.

Why do I have to inform you by 16:00 CET?

Our Operations team works 7 days a week and is based in the Alps, which is in the Central European Time (CET) zone (GMT + 1hr).

Please note: Drivers will have been scheduled and may have long distances to travel in order to collect you on time, so we ask that you notify us in good time so that we can reasonably refund you and also you will help us and to help and all parties involved maintain operations at this difficult time by keeping our costs to a minimum which will help sustain the ski, snowboard and wintersports industry for the future.

Will I need to wear a face mask or covering during the transfer?

Currently all passengers are asked to wear a face covering for the duration of the transfer please. As most people will fly, they will have been required to wear face coverings in airports and while in the air.

The transfer is no different and your co-operation in this will help to reduce the spread of COVID-19.

What happens if I don’t have a face mask/covering or refuse to wear one?

As most travellers will have been through airports and on a flight, you will have been asked to wear face coverings then, so your transfer is an extension of that. In the extremely unlikely circumstance where you cannot borrow a fresh face covering from someone else in your party and you have managed to arrive at your destination without one, then we may not allow you on the transfer unless you are exempt from using a face covering and can provide proof.

Will I need to bring hand sanitizer for the journey?

All of our vehicles will be equipped with hand sanitizer and you will be asked to use this before getting on board.

 

 

It is in everybody’s interests to reduce and mitigate the risk and impact of Coronavirus and Covid-19, which is why we also ask our customers to help support the efforts too in what has been a tricky year for all of us.