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Coronavirus: advice for guests

For guests who are concerned about their travel plans in light of the Coronavirus outbreak, we answer the most commonly asked questions below.

We’re frequently reviewing the information contained on this page and are committed to ensuring that the safety of our guests is our first priority. The information and policies that follow were made in good faith and correct at the time of publication. Due to the constantly evolving nature of the Coronavirus pandemic, we may need to change or update the policies outlined below at short notice and in line with new developments, relevant guidance and legal obligations.

The safety of our guests is our utmost priority and as a responsible tour operator, we will continue to only travel to destinations where it is safe to do so as advised by the Foreign Commonwealth & Development Office (FCDO).

All our holidays are subject to the local Covid-19 regulations of Finland, which may differ from that of the UK. We recommend you are familiar with these before you travel.

If the guidance changes for Finland, and this has an effect on our ability to provide your holiday, we will be in contact as soon as we can to talk through your options.

You're in safe hands with us. We have put extra measures we’ve put in place to help keep you and your money safe.

 

Keeping The Magic Alive

At Santa’s Lapland, it’s all about the experience. Currently, there are no restrictions in place when visiting Santa’s snowy home. We’re constantly monitoring the development of the situation around the pandemic and if anything changes, we’ll take the necessary steps to ensure your trip to Lapland remains magical.

 

Travel Entry Requirements

Use this interactive tool to find out what you need to do in preparation for your trip to Finland.

travel updates

You're In Safe Hands

Travel with confidence. We've put extra measures in place to help keep you and your money safe.

General Coronavirus FAQs

For UK customers, including information on refunds, our policies and what to do if your holiday with us can’t take place.

Testing Packages

We’ve made testing easier and more affordable by securing discounts with select covid-19 testing suppliers. 

General FAQs

 

Is my holiday going to take place as planned?

We are expecting our Lapland holidays to go ahead as planned. We will be reviewing all operations on a regular basis in light of the Covid-19 situation and will only travel to destinations that are exempt from the FCDO’s essential travel only list.

If the guidance changes for Finland, and this has an effect on our ability to provide your holiday, we will be in contact as soon as we can to talk through your options.

We’ll do our very best to make sure your holiday is everything you expect it to be. Due to the constantly evolving nature of the Covid-19 crisis, we might need to change or withdraw some advertised accommodation facilities and resort services so we can keep everyone safe. Wherever we can, we’ll let you know about this in advance, but sometimes it might be at very short notice.

 

How will I know if my travel plans are going to be affected?

The unpredictable impacts of the Coronavirus pandemic mean that decisions about changes or amendments to your holiday may occur at any time, and could be no more than a few days before you are due to depart.

We pay constant attention to the guidance from the UK’s Foreign, Commonwealth & Development Office’s (FCDO), ABTA, Public Health England and local health authorities in our destinations. We will respond to any advice issued by the FCDO against non-essential travel to Finnish Lapland, and will contact you as soon as it is clear we won’t be able to provide your holiday at the originally planned time.

 

Do I need to have had one or both of my COVID vaccines before travelling?

We are paying constant attention to the guidance from the FCDO, ABTA and Public Health England in the UK, as well as to the guidance from the local health authorities in our destinations, this includes their guidance on whether vaccines are necessary to travel from the UK or to Finland.

The entry requirements for children travelling with vaccinated adults may differ by country so please check the information carefully. We also recommend that you visit the Foreign, Commonwealth & Development Office (FCDO) website for the most up to date information as things can change at any time. Please take a look at our Entry Requirements Table for more information.

It is your responsibility to ensure you have the required vaccinations and/or additional tests in line with the entry requirements to Finland. If you or one of your travelling companions has not received both vaccinations and this is an entry requirement of Finland, you may be required to quarantine on arrival and undertake additional testing during your holiday. If you are not willing to take additional tests or quarantine on arrival, our usual cancellation terms apply.

 

Finland's entry requirements include pre/post departure testing, do you have any recommended providers I can purchase from?

We’ve made testing easier and more affordable by securing discounts with select COVID-19 testing suppliers who can provide PCR testing with a Fit to Fly Certificate and Lateral Flow Antigen Fit to Fly Home Test Kits. You can find out more on our Testing Packages page.

 

I’m due to pay my balance for my holiday, can I pay later while I wait and see what happens?

We are planning on taking guests away to Lapland this Christmas and we will start collecting final holiday balances 10 weeks before your trip.

We are confident that our future holidays will be going ahead as planned. If we are able to operate your holiday and you choose to cancel your booking, we will not be able to offer a refund on your holiday or added extras and our usual cancellation terms apply.

Equally, if we make the decision to suspend your holiday to Finland and you cancelled before we took that action, we will not offer a refund retrospectively. You should therefore ensure that you have adequate travel insurance and seek to recover cancellation charges from your insurer where possible.

If you have underlying health concerns, we would recommend that you speak to your GP and travel insurer, who may offer a degree of cover for cancellation on these grounds, subject to the terms of your policy, and you may need a note from your GP to support your claim.

 

I’m nervous about the trip, can I get a refund or defer?

We are confident that our future holidays will be going ahead as planned. If we are able to operate your holiday and you choose to cancel your booking, we will not be able to offer a refund on your holiday or added extras and our usual cancellation terms apply.

Equally, if we make the decision to suspend your holiday to Finland and you cancelled before we took that action, we will not offer a refund retrospectively. You should therefore ensure that you have adequate travel insurance and seek to recover cancellation charges from your insurer where possible.

If you have underlying health concerns, we would recommend that you speak to your GP and travel insurer, who may offer a degree of cover for cancellation on these grounds, subject to the terms of your policy, and you may need a note from your GP to support your claim.

 

What if I want to cancel or move my holiday?

We understand that not everyone will feel confident to take their holiday as planned. Up to 28 days before departure, you have the option to move your holiday to a different date within the same season (keeping the same airline and accommodation) with no amendment fee to pay from Santa's Lapland. Many of our suppliers are also offering this flexibility, but if they do charge a fee for the change, we may need to pass this fee on to you. If your new booking is more expensive you will need to pay the difference. If you would prefer to cancel your holiday, our usual cancellation terms apply.

 

Will I be entitled to a refund if Santa’s Lapland has to cancel or make a significant change to my holiday due to the Coronavirus outbreak?

If things change and we have to cancel your holiday because of Coronavirus, you can move your holiday to another available date or destination of equivalent value, or pay the difference to upgrade your trip. If for any reason you are not able to move your holiday, we’ll give you a refund.

Equally, if we have to make a significant change your holiday, we’ll give you the option of accepting the change or receiving a refund. You can find out more about what would be considered a significant change in our booking terms & conditions.

Please remember it is a condition of our booking terms that you have valid travel insurance. We would strongly recommend that you take travel insurance out at the time of booking that includes Coronavirus cover.

Our insurance partner Campbell Irvine offer travel insurance with additional comprehensive Covid-19 cover and will be happy to give you a quote. To contact them, please visit here.

 

I’m due to go on holiday with Santa’s Lapland, but have now contracted Covid-19. What are my options?

If you, your travelling companion or any dependents contract COVID-19 in the 14 days before departure, you will be allowed to move your holiday to a different date within the same season, but we will require evidence of a positive result.

Santa's Lapland will not charge an amendment fee, but if our suppliers charge a fee for the change, we may need to pass this fee on to you. If your new holiday is more expensive you will need to pay the difference. If you would prefer to cancel your holiday, our usual cancellation terms and conditions apply. We would highly recommend that you take out additional Covid-19 travel insurance. Many travel insurance policies will no longer cover you as standard if your holiday is disrupted due to Coronavirus, but there are new policies and add-ons appearing on the market that will cover for any unforeseen circumstances between booking and departing on holiday as well as while on holiday.

 

What if I test positive for COVID-19 in Finland and can’t travel home?

If at any point during your holiday you should test positive or feel unwell with COVID -19 symptoms during your holiday, in the first instance you should stay in your room, seek medical assistance if required and let your accommodation management and Santa's Lapland Representative know.

If you test positive with an antigen Lateral Flow test, you will be asked to take a further PCR test to confirm the result. If this is positive, in most instances you will be required to self-isolate in designated accommodation and in accordance with local government guidelines (which can vary from country to country). The period of self-isolation may extend beyond the planned return date of your holiday and all additional costs incurred will be need to be covered by yourself or your travel insurance company. At the earliest opportunity, you should contact your travel insurer for assistance and advice on next steps.

Our Santa's Lapland in-country teams have been fully trained in Covid-19 safety measures, including preparations for handling positive Covid-19 in resort, and will be there to help and support throughout – on the ground or by phone.

 

Will I be covered by my travel insurance if I decide to cancel or have to self-isolate?

This will depend on the terms of your policy and the reason for your cancellation. If you are concerned about a serious underlying medical condition, you should contact your travel insurance provider to check if you can make a claim.

We would highly recommend that you take out additional Covid-19 travel insurance. Many travel insurance policies will no longer cover you as standard if your holiday is disrupted due to Coronavirus, but there are new policies and add-ons appearing on the market that will cover for any unforeseen circumstances between booking and departing on holiday as well as while on holiday.

Our insurance partner Campbell Irvine offer travel insurance with additional comprehensive Covid-19 cover and will be happy to give you a quote. To contact them, please visit here.

 

I’m due to go to Lapland in the next few days but I’ve been contacted by NHS Test & Trace. Can I still go on holiday?

Please give us a call on 01483 667 446 if this situation arises.


What if there is a government lockdown?

Should you not be able to travel due to a government imposed lockdown, you will be able to cancel your holiday free of charge, or move it to a later date in the season.

My holiday was cancelled by you due to COVID-19 and I decided to take a Holiday Exchange Voucher (HEV) instead of a refund. How/when can I use it?

We understand that having to postpone your holiday was no doubt disappointing, and we’re sorry that you couldn’t get away for a well-deserved break. Our team are ready and waiting to help you make your future travel plans in the ‘new normal’, so here’s some guidance on how you can use your HEV:

  • Your HEV is non-transferable and can only be used by the person/s named on the HEV. Your HEV should not be re-sold
  • You can only redeem your HEV against one booking, i.e. it cannot be split across two or more bookings
  • Any HEV not used by the date of expiry will be lost.

Plus don't forget you can use your HEV for a new booking across any of our Hotelplan brands.

 

Where can I check for up-to-date travel and health information for my destination?