Cancelling a booking

All cancellations should be sent to us in writing, by email, or you can cancel your booking yourself by logging into your account.  Any bookings cancelled more than 7 days before the date of travel will be refunded in full.  If you need to cancel within 7 days of travel you can still cancel your booking by logging into your account or by contacting a member of our team and we will look into each request on a case by case basis.

Should you need a letter to claim any costs from your insurance please contact our team and we will be happy to assist.

Refunds can take between 7-14 days to be investigated and processed.

Changing your booking after the booking deadline

If you wish to make any changes to your booking after the booking deadline (48hours) we suggest you contact a member of our team detailing the changes you would like to make and we will do our very best to accommodate them.

On occasions, particularly if you’re travelling during very busy periods, or if it is short notice, it may not be possible for us to offer you the transfer you have requested. In these situations, we will always endeavour to offer you the best possible alternative.

For any changes made you should receive an email confirming either confirming the updates or confirming the pending availability request.  Always ensure that you receive this email and these details are correct.  If you don’t receive an email when the changes might not have been saved and this could impact on your transfer. 

How can I make amendments to my booking?

We never charge admin fees for booking amendments. Amendments can of course affect the price of your transfer e.g. if you add extra passengers or change your ski resort. While bookings can always be amended at least 7 days prior to the day travel on 3pm that day, many of our suppliers are happy to accept amendments made up to 72 hours prior to the day of travel. You can usually make changes to your booking by visiting our website and logging on to your account using the login details you received within your confirmation email.

Any changes to bookings that will affect transfer including;

• Flight times
• Pick-up time (only if already prebooked for a private transfer)
• Travel date
• Transfer type
• Resort or airport
• Number of passengers
• The number of hold luggage or skis/snowboard bags; only if this exceeds the max. Luggage allowance or if you have booked a coach transfer and will need to change the size of your vehicle.

These changes can affect the price and availability of your transfer.

If it increases the price, but we still have availability additional amount due and will need to make the payment by following the normal payment procedure process.

If a refund is due this will be processed automatically, just make sure you confirm all the changes.

If availability is affected by your changes this will put your booking onto request.  You just need to confirm the changes and send the request and our team will look into the best option for you.  All requests will be dealt with within 1 hour during office hours (9am-6pm CET).

Any other changes will just update automatically.

If this all gets too complicated, or you have any questions, feel free to contact us and our team will be happy to help.
On occasions, particularly if you’re travelling during very busy periods, or if it is short notice, it may not be possible for us to offer you the transfer you have requested. In these situations, we will always endeavour to offer you the best possible alternative.

For any changes made, including any that go on requests, you will receive an email confirming either confirming the updates or confirming the pending availability request.  Always ensure that you receive this email and these details are correct.  If you don’t receive an email when the changes might not have been saved and this could impact on your transfer.  

I want to change my pickup/drop-off point, what should I do?

Any changes to pick-up/ drop-off locations can be made before the booking deadline by logging into your account, please refer to ‘how can I make changes to my booking’ for more information.

If you want to change the pick-up address for your departure transfer and your transfer is in the next 48hours please speak to a member of our team to make the change.

Should I have travel insurance for my trip?

We strongly recommend you take out personal travel insurance for all members of your party.  It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your needs as this will protect you for unexpected delays or cancellations in your flight, for example, as well as cover for other aspects of your holiday.

If you are unsure where to find travel insurance, visit our Ski Extras page and click on the link to travel insurance from there, to arrange cover.