Alpine Elements Ltd - ATOL 6435 has ceased trading on 08/12/2020.

The company based in Wimbledon traded under the names Alpine Elements, Igoski, Ocean Elements and website www.alpineelements.co.uk

Alpine Elements sold flight inclusive package holidays under its ATOL licence and the information below applies only to ATOL protected bookings.  If you booked a package holiday which does not include a flight you can find more information on how to claim on ABTA's website -  www.abta.com.  

All flight inclusive packages arranged by Alpine Elements have now been cancelled and consumers in possession of Refund Credit Notes/ATOL Covid-19 Vouchers for Covid-19 related cancellations need to claim their promised refunds from either ATOL or their credit card issuers.    Please read the information below carefully.

Did you have a booking with Alpine Elements that was cancelled due to the Covid-19 pandemic?

If the answer is yes, then we understand that you were issued with a Refund Credit Note.    Please read the next part carefully as our advice depends on whether you :

  • Used your Refund Credit Note to amend your existing booking
  • Used your Refund Credit Note to make a brand new booking
  • Have not yet redeemed your Refund Credit Note and are waiting for a refund. 

If you redeemed your Refund Credit Note

     1)If you redeemed your Refund Credit Note and used this to amend your booking.  This means your booking reference has not changed. 

You can make a claim for the cost of your latest booking (including any additional amount if your amended booking cost more than your original).  Please note that ATOL protection is limited to your financial loss, so will exclude any incentives Alpine Elements offered you to change your booking such as free ski/board hire.

If you made any payment to Alpine Elements by credit card please read the section headed 'Special instructions for consumers that paid Alpine Elements by Credit Card' below as you will need to claim the credit card payments you made from your issuer (and the rest under the ATOL Scheme).

If you are making an ATOL claim we will need evidence of your Refund Credit Note, along with the payments you made for your original booking, plus any additional payments you made when you changed your booking, if applicable.  We will also need your paperwork for your original booking and the paperwork issued when you amended your booking.

What if you only redeemed some of the value of your Refund Credit Note?

If your amended booking cost less than your original booking, and you are owed a refund of the unused portion of your Refund Credit Note/ATOL Covid-19 Voucher, you can make a claim for this too.     For example- if your Refund Credit Note was for £2000, your amended booking cost £1500, and you are still due a refund of £500.

If you made any payment to Alpine Elements by credit card please read the section headed 'Special instructions for consumers that paid Alpine Elements by Credit Card' below as you will need to claim the credit card payments you made from your issuer (and the rest under the ATOL Scheme).

     2)If you redeemed your Refund Credit Note and used this to make a new booking. This means you have a different booking reference from your original, cancelled booking 

If your new booking was the same, or less than the cash value of your voucher

Please make a claim to ATOL for the redeemed value of your voucher.   Please note this applies even if you paid Alpine Elements for your cancelled booking by credit card.    

If your new booking cost less than your original booking, and you are owed a refund of the unused portion of your Refund Credit Note/ATOL Covid-19 Voucher, you can make a claim for this too.   But if you paid by credit card you need to claim the cash owed from your credit card issuer.  For example- if your Refund Credit Note was for £2000, your amended booking cost £1500, and you are still due a refund of £500. 

If your new booking cost more than the cash value of your voucher

If you made an additional payment to Alpine Elements because your new booking was more expensive and this payment was by credit card please read the section headed 'Special instructions for consumers that paid Alpine Elements by Credit Card' below as you will need to claim your credit card payment from your issuer

To make an ATOL claim we will need evidence of your Refund Credit Note along with the payments you made for your original booking, plus evidence of any additional payments you made if your new booking was more expensive. We will also need your paperwork for your original and your new booking.

If you have not redeemed your Refund Credit Note (and are waiting for a cash refund)

You can make a claim for the cost of your cancelled booking. 

If you made any payment to Alpine Elements by credit card, please read the section headed 'Special instructions for consumers that paid Alpine Elements by Credit Card' below as you will need to claim your credit card payment from your issuer.

If you are making an ATOL claim we will need evidence of your Refund Credit Note, along with the payments you made for your cancelled booking.

 

Information for consumers with live bookings (due to depart in the future)

Unfortunately, your package holiday has been cancelled.

Your flight booking may still be valid but the only way to determine this is to check with the airline.  If the airline confirms you have a valid ticket for travel, you have two options:

Option 1. If you do not wish to use your flight you can make a claim for a refund for the amount you paid Alpine Elements for your ATOL protected package.

 If you are making an ATOL claim we will need your paperwork for your package and evidence of your payments.  We will also ask you to sign a declaration confirming that you will not use your flights.

Option 2. You can use your flight and claim for the cost of replacing the other elements of your package (subject to how you originally paid).

The other elements of your package will now be cancelled and so you will have to re-book and pay for these again.  To avoid any issues in resort, you should confirm the booking(s) and agree costs in advance of travel.    Please note that if you are making an ATOL claim your claim cannot exceed the cost of your flight inclusive package.  You can find more information on your entitlement by reading Clause 1.19.11 of the  ATT Payment Policy.

If you are making an ATOL claim we will need your paperwork for your package and evidence of your payments.  We will also need itemised invoices for the elements of your package that you rebooked and proof of your payment for these.

Warning

Think very carefully before you choose option 2 and check the cancellation terms with the suppliers particularly considering the prevailing short notice travel restrictions and/or quarantine measures.  You will also lose the protections of the Package Travel and Linked Travel Arrangements Regulations 2018.  

If you paid or part paid Alpine Elements by credit card, please check your claim entitlement with your credit card issuer. 

 

Special Instructions for consumers that paid Alpine Elements by Credit Card

ATOL cannot refund you the following credit card payments and you should claim these from your credit card issuer instead:

  • If you paid Alpine Elements by credit card for a booking which was due to take place in the future but has now been cancelled due to Alpine Elements' insolvency
  • If you paid Alpine Elements for a booking which was cancelled, and you received a Refund Credit Note (RCN) or ATOL Covid-19 Voucher which you have not yet redeemed
  • If you paid Alpine Elements for a booking which was cancelled, and you received a Refund Credit Note (RCN) or ATOL Covid-19 Voucher which you have part redeemed but are still owed a cash refund for the amount you have not redeemed.

Please note that if you paid Alpine Elements by credit card for a booking which was cancelled and you redeemed your Refund Credit Note (RCN) or ATOL Covid-19 Voucher on a NEW BOOKING (i.e. your new booking has a different booking reference than your original, cancelled one) you cannot claim the redeemed amount from your credit card issuer and should make an ATOL claim for this amount instead.

Please claim all other payment methods under the ATOL scheme.  

Claim documents

Link to Portal

Letter for credit card issuer

 

The UK CAA has the power to prosecute offences related to its statutory functions. Person(s) who make fraudulent ATOL claims, following the failure of an ATOL holder, may be prosecuted by the UK CAA for offences under section 1 of the Fraud Act 2006. The maximum sentence for this offence is 10 years' imprisonment.