Home Travel Information Coronavirus

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 are currently experiencing a high volume of calls and apologise for the delay in getting hold of us. Thank you for your patience.

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.  

Important update to Santa’s Lapland holidays for Winter 2020 - 12pm 20.10.20

As of Monday 19th October we have regretfully made the extremely difficult decision to suspend all trips to Santa's Lapland in December 2020, as a result of the unpredictable and constantly evolving situation of Covid-19.

We are in the process of contacting all customers via email who are due to travel with us in December with further information regarding their holiday. Due to the number of customers who are impacted, we expect a high volume of calls this week and we kindly ask for your patience. If you have booked via a travel agent, they will be your point of call.  

 

FAQ’s for customers travelling to Santa’s Lapland in 2020:

Is my holiday going to take place as planned?

In light of the current travel restrictions for Finland, such as obtaining a negative Covid test within 72 hours of travel and a further quarantine period if the trip is over a certain duration, we have now made the difficult decision to suspend all trips to Santa’s Lapland in December 2020.

Above all, we know a trip to see Santa is a once in a lifetime experience and we want to ensure that it’s as magical as you expect it to be. Over the past few months, we’ve been busy reviewing what the experience will look like for families this year and listening to your concerns. Our top priority has always been to keep everyone safe and in order to do this, we would have to make some changes to the holiday experience. We feel those changes would impact too much on the magical experience that families expect.

If you were due to travel in December 2020, we will contact you via email with further information regarding your holiday. We are expecting a high volume of calls this week with today’s announcement, so please do bear with us and we will answer your call as soon as possible.

What are my options now that my holiday will not be going ahead this December?

You can move your holiday to winter 2021, with departures between 26th November and 24th December 2021 (inclusive) and you’ll have no amendment fee to pay. The holiday will be at the current selling price of your new date and your deposit will carry over. Our winter 2021 Lapland holidays will be fully protected by our In Safe Hands policy.

We understand that not everyone will be able to postpone their holiday until next year. In this instance, you will be entitled to a full refund of what you’ve currently paid. Please call us to discuss which option you would like to proceed with. We do expect a high volume of calls this week with today’s announcement, so please do bear with us and we will answer your call as soon as possible.

 

FAQ’s for customers travelling to Santa’s Lapland in 2021:

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

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

 

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.

 

Will my holiday experience be different due to Coronavirus?

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 Coronavirus 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.

Our holidays will be subject to the local Covid-19 regulations in Finnish Lapland and those of our airlines or transport providers, and we recommend that you are familiar with these before you travel. Information can be found on the relevant country pages of the Foreign, Commonwealth & Development Office’s (FCDO) website, so please ensure that you read these.

For the most up to date information on everything we are doing to make your holiday as safe as possible, please visit our “In Safe Hands” page.

 

How will you help to keep me safe on holiday?

We are closely following the advice of the UK Government and FCDO regarding international travel and working within the recommendations and regulations of our destination countries to minimise the risk of Coronavirus.  Whilst it would be impossible to eradicate all risk, the best way to stay safe is to maintain good hygiene, regularly wash your hands with soap and water and keep a social distance from others. Where it is not possible to keep over 1m distance from others, you should wear a face covering. For the latest advice from the World Health Organisation click here.

Our holidays will be subject to the local Covid-19 regulations of the destination country, and those of our airlines or transport providers, at the time of travel. Due to the constantly evolving nature of the Coronavirus pandemic, these regulations may change up to the time of departure and may be different to the regulations we are experiencing in the UK.

 

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 offers the relevant additional Coronavirus cover.

 

I am due to travel in December 2021 with Santa’s Lapland. Can I get a refund if I choose to cancel my holiday?

Once we are able to confirm that your holiday will go ahead as planned, up to the date that final balance is due, you have the option to postpone your holiday until next year and your deposit payment will go against a future booking with us. Most of our partners have done this too, giving you the flexibility to make changes. If any partners charge a fee, we might have to pass it on though. After you have paid your full balance, if you choose to cancel your holiday 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 Finnish Lapland 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.  

 

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