Coronavirus (COVID-19) Information & FAQ’s
The health and wellbeing of our clients is our number one priority. We have prepared the below information and FAQ’s for our customers in light of the current COVID-19 (Coronavirus) outbreak, based on the most up to date information available to us at the time.
In all instances it is essential that you have adequate insurance for your holiday
(this is outlined in our booking terms & conditions)
Update: 15th March 2020
Following an unexpected and unprecedented announcement by the French Prime Minister last night the French authorities have confirmed that they are closing all non-essential public places – this includes all bars and restaurants, and all non essential businesses.
We were informed this morning at 8am local time that the Sainte Foy Lifts will remain open today but will close at 5pm tonight for the rest of this season. We are shocked and saddened by this decision, as we were assured only on Friday that ski resorts in France would remain open, but now we must follow the local government advice.
Therefore, it is with a heavy heart, we will not be able to operate our holidays for the rest of this season due to this unprecedented event out of our control. We are so sorry for the inconvenience and disappointment this will cause.
However the most important thing right now is everyone’s health and safety so please bear with us as we gather more information and help our guests currently in resort to make their way home.
If you are due to travel in the coming weeks, we will contact you in due course. We will be contacting those due to depart the soonest first. We kindly ask for your patience as we need to concentrate on those who are in resort currently in the first instance.
In the meantime we recommend that you contact your Travel Insurance company. Our team will be here to support you with all the necessary paperwork to help minimise the stress and speed up the process.
Stay safe and in good health and we’ll be in touch again soon,
The Première Neige Team
12th March 2020
Will my holiday still take place as planned?
As it stands, all of our holiday accommodation in Sainte Foy is running as normal, and we will continue to provide our full programme of accommodation for the foreseeable future.
Will I know if my travel plans or holiday are going to be affected?
We are paying close and constant attention to all guidance from the UK’s Foreign and Commonwealth Office (FCO), Public Health England as well as advice from the French authorities in respect of Coronavirus. If we are made aware of any advice given by the FCO against non-essential travel to Sainte Foy, you will be informed accordingly. Due to the uncertainty around the nature of the spread of Coronavirus, this may happen at short notice. So please make sure we have all your groups up to date contact information.
What happens if I fall ill before my holiday or I am advised not to travel?
If this happens, you should contact your travel insurance company. Depending on the terms of their policy, they may provide cover for you to cancel your trip. You are likely to need a doctor’s certificate to confirm this and that you have been advised not to travel.
What if I become ill whilst I am away?
As with any other illness whilst abroad, you should ensure that you have an insurance policy in place to cover your medical and repatriation costs if these are considered medically necessary by a treating doctor. With respect to presenting symptoms of suspected Coronavirus, the latest guidelines provided by the French authorities should be adhered to (as shown below).
In case of fever or feverishness, cough or breathing difficulties – contact the SAMU (french emergency medical services) by dialling 15 and mention your history of travel.
Do not go directly to the local GP or hospital.
Can I cancel my holiday even though Première Neige are planning for it to go ahead as normal?
Yes of course this is your choice to make, however our normal cancellation terms apply in this case.
Will my insurance company cover me should I decide to cancel my holiday?
This will depend entirely on your own travel insurance policy. If you have any queries regarding your policy and what it covers, we recommend you contact your policy provider. If required, Première Neige are able to issue you with a letter of attestation for your insurance confirming the cancellation, in order that you can reclaim any forfeited monies via your travel insurance.
What happens if Première Neige has to make a significant change to my booking or cancel arrangements due to the outbreak of Coronavirus?
Should the Foreign and Commonwealth Office (FCO) advise against all but essential travel to the area, your own travel insurance policy, depending on its terms, will be activated and you should contact your insurer.
What happens if travel advice changes whilst on holiday?
Première Neige do not provide travel as part of a holiday package. It is the responsibility of the client to ensure that they are fully up to speed with the latest travel advice issued by the relevant authorities in their state of origin both prior to and during the course of their stay.
Where can I check for up-to-date travel and health information for my destination?
• British travellers are advised to read the FCO travel advice for the country they are travelling to.
• Details of the latest French government advice can be found here
• The NHS website has useful information about how to take preventative measures against Coronavirus
• ABTA also has updated advice and FAQs for travellers
What is Première Neige doing to help combat an outbreak in resort?
Advice issued by the French authorities in both English and French is clearly displayed in our properties and public areas. Anti-bacterial hand washes have been distributed within our catered chalets and offices and staff accommodation for use by staff and guests. Staff have been given instructions as to the best way to protect themselves and our guests from any spread of the virus and additional hygiene steps have been implemented when we are cleaning our properties and also our staff accommodation.
We hope everyone stays fit and well and enjoys the rest of the season with us.