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FAQs and Information

Get all the information you need to book by browsing our FAQs below

Covid-19 Updates and FAQs

Keep up to date with all our Covid-19 updates as well as our regular FAQs to help you plan and book your trip

The answer is yes, we absolutely expect to see the resorts to be open this winter - albeit with some COVID-19 related restrictions in place. We understand the uncertainties of Coronavirus make everyday life a little different at the moment, but there is still the opportunity to head into the mountains this upcoming season and hit the slopes. 

As with summer holiday resorts, ski resorts across the world have been working extremely hard, adjusting their offerings, and making changes to their processes to make themselves a safe space for visitors during the Coronavirus pandemic. 

At the moment we still have a little time before your holiday is due to depart, and so we would expect there to be several important changes to current travel advice. It’s important that you keep an eye out for any updates/emails from WhiteRoad about your trip as well, as we will do our best to keep you as informed as possible.  

Our dedicated WhiteRoad team will be doing everything possible to make sure your holiday in the mountains everything you expect it to be. Naturally, due to the constant changes and restrictions placed upon us due to COVID-19, there may be some changed aspects of your holiday to keep everyone safe. The resorts have already put in place safety measures that will help with this. However, wherever possible, we will let you know as soon as possible of any changes, and keep you up to date with any changes that have to be made.  

As it stands, standard cancellation charges would apply to any cancellation for the upcoming season, as per our normal terms and conditions. Please read our 20/21 Terms and Conditions for guidance on which cancellation window you would fall into at this time.  

When it comes to making the final call whether to go ahead with the trip or not, we always closely monitor and follow the advice issued by the Foreign & Commonwealth Office, Home Office, https://www.gov.uk/foreign-travel-advice/france and ABTA. If you have any questions or queries you can contact our Customer Service team who can let you know where we stand at the moment. We will always endeavor to let you know in plenty of time the status of your holiday, however, please take into account changes that can occur at the last minute.

In the event of another COVID outbreak resulting in your 20/21 trip been cancelled, you will have two options: A) A refund or B) A refund credit note to be used against all future bookings. We invite you to check out our Terms and Conditions around this for additional detail. 

ABTA is the UK’s largest travel association, providing expert advice and assurances that when travelling with a travel provider who is an ABTA Member, you can expect them to be safe, reliable, and reassuring. As an ABTA member, all bookings with WhiteRoad are ABTA protected (including our Refund Credit Notes), so you can travel with the confidence that your monies and trip are financially protected throughout.  

When it comes to making the final call whether to go ahead with the trip or not, we always closely monitor and follow the advice issued by the Foreign & Commonwealth Office, Home Office, https://www.gov.uk/foreign-travel-advice/france and ABTA. If the advice from the FCO advises against all but essential travel to your destination, we will consider looking into alternative suitable destinations, or alternative suitable travel dates. We will let you know if we are considering these options.

At the moment, standard cancellation charges would apply to any cancellation for the upcoming season, as per our normal terms and conditions. Please read our 20/21 Terms and Conditions for the guidance of which cancellation charge window you would fall into at this time. 

Unfortunately, you will not be allowed to go on holiday if you have been advised to not travel due to a requirement to self-isolate. In these instances, please contact us as quickly as possible to let us know you will not be travelling. You will also need to contact your travel insurance.  

While we appreciate the uncertainty that COVID-19 has created, our standard payment deadlines still apply to all bookings. In order to plan your trip and make it the best it can possibly be, payments for bookings must be paid by the balance due date. Any non-payment of the full amount due to us or non-delivery of all the information that we need will result in your booking being deemed to have been cancelled by you and your deposit forfeited and the appropriate cancellation charge applied.

In the event of another COVID outbreak resulting in your 20/21 trip been cancelled, you will have two options: A) A refund or B) A refund credit note to be used against all future bookings. We invite you to check out our Terms and Conditions around this for additional detail. 

Yes, it is a requirement to have travel insurance when you book a holiday with WhiteRoad.

Given the current climate, you might find it beneficial to make sure you check your insurance policy to see if it covers you in the event that there is an FCO travel ban. It’s worth noting that this is often a very specific exclusion clause and not something that is covered by a lot of policies. Please make sure you read your Policy inclusions and Exclusions very carefully. If you have any questions, please consult your insurance provider. 

If you have to cancel your trip, due to a reason relating to Covid-19, you firstly need to let WhiteRoad and your insurance provider know. We are able to assist you and provide the cancelation invoice that you will need in order to make a successful claim.  

Refund Credit Notes are being used in response to the Coronavirus crisis because many travel companies sadly cannot provide cash refunds immediately to all their customers. As a valued customer, we sincerely thank you for supporting us at this difficult time by accepting the RCN. Customers with an RCN can rearrange and amend their booking for a future date.


Your RCN entitles you to rebook a holiday at a future date or receive a cash refund at the expiry date of the note.

The ABTA scheme of protection has been extended to protect refunds that are due and evidenced by an RCN issued in respect of bookings that were originally protected under the ABTA scheme of protection, but which have been affected by the Covid-19 situation. This means that monies evidenced by the RCN are protected in the event of the failure of the travel operator for ABTA bonded travel arrangements. 

The date of which your financial protection lasts until is detailed on your RCN, however, should you wish to use your RCN for a trip in 2021/22, we are able to re-bond your credit and therefore extend your protection up until the end of the season in 2022. For more information on this, please get in touch at customerservice@whiteroad.co.uk and we can talk this through with you further.   

The RCN can be used with any of our brands for up to 2 seasons. This means importantly if you cannot attend any of our trips this coming season, you are more than welcome to use your RCN for the following 2021/22 season. Let us know at customerservice@whiteroad.co.uk if you are interested in taking up this option.  

If you have an RCN you will have been issued this via email and it will include all the details including the value of your credit. If you are unsure where it is, you do not need to worry as the team has all your details to hand should you require them. As always if you have any questions get in touch with our team at customerservice@whiteroad.co.uk who will be able to bring up all your information and your individual RCN.  

ABTA has been a trusted travel brand for 70 years, offering advice and guidance to the travelling public, as well as leading the travel industry in supporting high service standards, working with our Members on health and safety, and promoting responsible tourism at home and abroad. 

Being an ABTA member, your booking has the financial protection of ABTA’s Scheme of Protection, for both active bookings and any RCN that has been issued. 

We'd like to reassure you that, working in partnership with the resorts, accommodation providers, and ski suppliers, we will ensure you have all the relevant information regarding your safety in resort ahead of your departure. 

One of the likely major differences this year will be the implementation of social distancing measures resulting in the reduced capacity for holidaymakers in resort. Additionally, other measures such as contact-free check-ins and check-outs, mask rules, and more, will likely be implemented across resorts too. 

Advice on how to remain COVID responsible In the mountains HERE

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