Alpine Elements Ltd ceases trading – advice for customers
We are sorry to inform you that Alpine Elements Ltd has ceased trading with effect from 8 December 2020.
Please note the company resigned from ABTA on 9 November 2020.
Alpine Elements Ltd operated under the following trading names:
- Elements Holidays
- Ocean Elements
The information below sets out specific advice for customers to follow depending on what holiday and travel arrangements you have booked.
The majority of travel booked by Alpine Elements Ltd were ATOL flight inclusive packages specialising in ski holidays. The company also sold some non-flight packages.
Package holidays with flights included
If your booking included flights, then you will need to contact the CAA as your booking is protected by the CAA ATOL scheme. Further information and advice on how to claim is available on the CAA website.
Your ATOL Certificate will say ‘Package Sale’ in the bottom right-hand corner.
If you booked a non-flight package holiday (eg a travel without flights) through Alpine Elements Ltd before 9 November 2020, it will be protected by ABTA or by your credit or debit card issuer.
If you paid Alpine Elements Ltd directly using a debit or credit card you will need to submit your claim for a refund to your card issuer. To assist you in making your claim you will need to download a letter.
Customers that paid Alpine Elements Ltd by any other method will need to submit a claim by clicking here. You will need to have all of your booking information and documents to hand when submitting your claim.
Customers requiring further assistance can contact 020 3758 8730 or email email@example.com. Please note that we will answer calls as quickly as possible but call waiting times may be significant during the current crisis. Please only call if you have already followed al the advice issued above.
How long will it take to process my claim?
Unfortunately, there has been a large number of company failures recently and we have received an exceptionally high number of customer claims. We are processing individual claims as quickly as possible and have employed additional personnel to help with this.
Please be aware that we are currently estimating that claims can take up to six months to be processed – this is not usually the case, it is simply down to the volume of claims that have been submitted.
When you submit your claim, please ensure you send through all the paperwork, receipts and any other documentation that supports your claim. This will mean we won’t have to contact you for further information, which takes additional time.
Once you’ve submitted your claim, we would kindly ask that only essential additional communications are made to us in regard to your claim. We are receiving many hundreds of emails and calls each week with general enquiries and this severely impacts the time it takes to process claims and may lead to longer processing times.