Updated 29th October 2020
For information about the travel requirements for each of our destinations visit our 'Where Can I Travel To' page. We will regularly update this page, however we also recommend that you visit the FCDO website as well.
When returning to the UK from any country (even those on the FCO's exemption list) travellers are required to fill out a Passenger Locator Form. This needs to be completed 48 hours before you are travelling back to the UK and the document attached to the confirmation email will be required at UK border control (it can be printed or shown on your mobile).
Most of our holidays are continuing to operate as planned and will be continuously reviewed. In the event that your holiday is cancelled, we shall inform you in writing.
If your holiday has been cancelled due to Covid-19, you will receive a Refund Credit Note (RCN).
Club Med’s RCNs are valid until 31st January 2021 in accordance with our ABTA bond.
The RCN scheme has been devised by ABTA and is in line with European Commission guidance in responding to this unprecedented crisis.
A RCN entitles you to rebook a holiday at a future date or receive a cash refund at or before the expiry date of the RCN. A RCN preserves the rights above, so please do not be concerned that you are waiving any of your rights when you receive an RCN.
A RCN also retains the financial protection that you had with your original booking with ABTA/ATOL as applicable.
• If we cancel your trip due to Covid-19 you will receive a RCN.
• If you cancel your trip due to Covid-19, you will receive a RCN, provided such cancellation was necessary in view of recommended FCO/Government advice.
• If you decide to cancel your trip for any other reason or in relation to travel for which there is no clear government guidance or FCO travel prohibition (eg cancelling scheduled travel after 15th June 2020 or cancelling for other personal reasons), Club Med’s normal Booking Conditions will apply, including our standard cancellation policy.
Our first priority now is to ensure that all customers receive RCNs as quickly as possible, to ensure that they, and the money they have paid us, are properly protected. Whilst most of our Customers will have already received RCNs, the sheer volume of customers affected by cancellations resulting from the Covid-19 crisis, the ongoing nature of the crisis (which has resulted in additional cancellations), together with additional challenges of our offices being closed, lack of access to certain systems and our entire team working from home, will inevitably result in delays.
Once all RCNs are in place, we shall turn our attention to re-bookings and refunds. Please bear with us, we are doing our best in very difficult circumstances.
If you would like to rebook your holiday to a later holiday or a different package, please note all changes necessary due to Covid-19 will be made free of charge.
We are also offering a discount of up to £180 per adult and up to £90 per (paying) child.
If you would prefer to receive a refund for the sums you have paid, please bear with us whilst we process refunds in order. This will take some time, for the many reasons outlined above. We regret that we cannot prioritise some customers over others in this process, apart from NHS staff providing us with evidence of current NHS employment.
All customers due to depart up until the 31st December 2020 can now amend their existing booking with no amendment fee.
If you would like to use your Refund Credit Note to rebook another holiday, you may rebook the same holiday for different dates or a different holiday entirely. It’s your choice!
If your original holiday booking had a scheduled departure date in either March or April 2020, you may rebook for a holiday departing any time up to and including 30th April 2021.
For May, June, July, August, September, October, November and December departures, rebooking your holiday, including rebooking flights with the original airline, up to 12 months after the original date of travel.
Please note that flights should be booked with the original airline. If you need to book flights with a different airline, there may be an additional cost.
*Please note that for packages which do not include transport, the relevant date is the date of ‘arrival’ in resort, not ‘departure’ of flight or other transport from the UK.
We think it is more important than ever to offer you flexibility and security. For any bookings that were due to depart between March 17th and June 30th 2020 you are entitled to amend your booking free of charge and select a new departure date, up to 12 months after the original date of travel. Please do not worry if your new selected holiday is more expensive, we are happy to offer you up to an additional £180 off per adult and up to £90 off per (paying) child. On the contrary, if your selected holiday is cheaper than the one you previously booked, we will credit the amount onto your Club Med account to use towards another dream holiday.
To benefit from the free change offer please get in touch with our team by calling us on 08453 670 670. One of our travel advisors will get in touch as soon as possible to discuss your booking. Please note that the rebookings will be done in chronological order, so we thank you in advance for your patience and understanding.
It's a difficult time and we fully understand why you're worried about the Refund Credit Note you have.
We want to assure you that these RCNs do not waive any of your legal rights. In fact they provide you with evidence of your entitlement to receive either a refund or rebooking, at your option. In the meantime, the money you have paid for your holiday is financially protected under our ABTA Bond and the ATOL schemes (as applicable), in the same way that your package holiday was financially protected.
If you would like further assistance with how to re-book your new trip please call us on 08453 670 670
Approved by our science committee and in coordination with our Safety, Hygiene & Health teams our measures are focused on the following pillars:
a. More space
• The capacity of our Resorts is limited to 2/3 maximum occupancy in order to allow our GMs to respect the safety distances throughout their stay. Ground markings will be set up in all waiting areas (reception, restaurants, reception of children's clubs & waiting for sports activities) in order to ensure the correct distances are respected.
• Transfers will be at reduced capacity to allow safer spacing in vehicles.
• In our restaurants: a minimum distance of 1m between tables and between the two backs of chairs will be respected, an extension of the opening hours of service, additional table service and individual portions will be offered.
b. More thorough and frequent cleaning
• Of all common areas (counters, handles, switches, elevator buttons, etc.).
• Of sports equipment after each use
• Of Restaurants and bars
• Of our Spa cabins (when the conditions cannot be met certain areas will be closed e.g. Hammam, relaxation room, etc.)
• Of our Kids’ Clubs
• The rooms will be disinfected after each check-out with the sheets and bath towels washed at more than 70°. Daily cleaning will also be carried out in the contact areas (remote control, switches etc.). The rooms will be regularly ventilated, and filters cleaned (air conditioning, ventilation).
• Hydroalcoholic gel dispensers will be available throughout the Resort for our teams and our customers
c. In-depth health measures
• All our GOs/GEs will be trained in all health and safety measures and made aware of the different health protocols implemented in their Resort.
• GOs/GEs will respect local decrees and legislation and will wear a mask in spaces where it is mandatory.
• A frontal temperature check will also be carried out with the GOs/GEs of certain departments at their service intake and will be offered to our GMs at different times of their stay (compulsory in certain cases depending on the countries/regions or in accordance with local law).
• Presence of a doctor and/or a nurse in all our Resorts.
• Protocols have been created in the event of a suspected Covid-19 case within our Resorts.
Following governmental obligations, the wearing of masks by GMs will be mandatory in our French Resorts.
We encourage our guests to bring sufficient quantities of their own masks. Surgical masks will be sold in the Village boutiques along with Club Med-design reusable masks and hood-style masks designed for skiing.
Our GO and GE teams in close contact with GMs will wear masks during cleaning operations, at reception, at the spa, at the boutique, and when in contact with children at the Mini Club.
We ask all our clients to respect preventative usage measures, especially in indoor spaces.
Disinfection methods such as hand sanitizer, disinfectant wipes, and soap are made available to our GMs in all the Resort’s spaces.
All public areas and high contact points (door handles, switches, elevator buttons, etc.) are cleaned very frequently (frequency depending on government procedures). The rooms are thoroughly cleaned and disinfected after each departure. Sheets and toiletries are also replaced for each check-in and washed at 70°. The rooms will be ventilated daily during the cleaning service.
We will make every effort to ensure frequent cleaning and regular sanitation of all the areas frequented by our guests, a qualified external cleaning company will also be called if necessary.
Upon opening of our Resorts, we will also work with Cristal International Standards, one of the leading businesses for risk management services and systems as well as quality and standards audits. The E-Cristal Solution that we have used at Club Med for more than eight years allows for us to verify all the hygiene and safety processes in our Resorts to protect our clients and teams. Regular and independent audits are carried out in all Club Med Resorts every two months during the season. In the context of Covid-19 measures and adaptations, Cristal International Standards will grant Club Med Resorts a dedicated certification if they adhere to a strict and precise set of standards for all of the Club Med measures in place such as cleaning, disinfection, social distancing, and the adaptation of services…
The indoor swimming pools in our Resorts will be open this winter. (subject to change according to regulatory protocols in place)
A few points are important to remember about our swimming pools:
These regulations can of course evolve depending on the situation and the local regulations in the regions that are home to our Resorts, which have jurisdiction over our activities.
A doctor and/or nurse will be present 7 days a week in each of our Resorts.
Our transfers have been adapted to allow compliance with physical distance regulations. All vehicles have been subject to a high standard of cleaning and disinfection protocol. We also provide a mask and disinfectant gel to all passengers before entering the vehicle.
Unfortunately, we are unable to provide private transportation if you still wish to travel alone, however, we can help you to arrange a private taxi which will be at your expense.
Our “Easy Arrival” service allows you to prepare for your arrival to our Resorts: from Kids Club sign-up to ski equipment rentals, everything will be ready in advance!
This winter, the service is even more accessible:
It is mandatory to wear a mask when:
We will apply all of the recommended measures from the ski facilities, such as masks in chair lifts. However, you will not be required to wear a mask while on the slopes. Skiing also requires certain equipment that can serve in some protective capacity: gloves, googles, helmets etc…
Ski start times will be staggered. This will allow us to limit ski room capacity to fewer people and offer more space to guests.
Ski lessons will continue to run as normal, the only changes are that masks will be mandatory for instructors and children above 11 years old when participants gather at the beginning and end of lessons.
All materials and equipment will also be sanitised before use.
Personal lockers and equipment rental will be allocated for the whole week. Then meticulous disinfection of locks and lockers will be carried out at the end of each stay.
With the use of our “Easy Arrival” service when booking you will be able to have your ski equipment waiting in your lockers before they arrive.
We will be implementing a reinforced cleaning/disinfection routine, even more individually plated meals, and physically distanced tables that conform to local standards. Our Gourmet Lounges will be open for breakfast which will help to increase our capacity. All meal (breakfast, lunch and dinner) schedules will be extended, which, for example, will allow you to have dinner starting at 7pm.
We will rearrange our activities by offering multiple centres of activity during the days and evenings.
We will host live music, Winter We Love and Dreamers Club nights, and après-ski happenings while using all available space. One GO Show is also planned per week.
Childcare is still offered during the day and in the evenings. It also includes the possibility for kids to have dinner at the Mini Club and be taken care of between the hours of 7pm and 9pm.
Activities aimed at kids and families will also be offered in the beginning of the evening by the Resort. Our kids’ programs will be managed following all of the local regulations in place.
One Mini Club Show ( by children) is scheduled per week.
Temperature checks will be available (automatic kiosks) and recommended in our Mountain Resorts.
Frontal temperature checks will also be performed by qualified staff (RDS, assistant, team leader…) for GOs and GEs in some departments when they start work.
We are obviously doing everything in our power to avoid this kind of situation. However, for your safety, each Resort will have defined a clear procedure in case of suspected Covid-19 symptoms. The Resort has the contacts of the various local organisations (such as the health authorities to contact, the hospital, the laboratory, the nearest isolation facilities). Every GM, GO or GE feeling sick with symptoms such as fever, flu, coughing or breathing problems will have an immediate consultation with a doctor for diagnosis. We will then follow the advice of the doctor/health authorities and if necessary, isolate suspected cases according to our protocol. An external cleaning company will also be called to disinfect all the rooms and spaces concerned.
Learn more about what is included in our Covid-19 complimentary medical cover >
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