How do I go about setting up a trip set up a trip?
Contact us to confirm your chosen resort, package, and price for the group! We can provide you with a customised promo pack if needed. You then choose your unique booking code, and it’s as simple as that, your trip is ready to go! All thats left to do is give out the booking code to everyone who’s interested in the trip.
How do I book onto a trip that’s already set up?
You should have got a unique booking code off the trip organisers, e.g. “UniSkiTrip”, you then enter that booking code into our website where it will bring up the customised booking page for the trip where you can select all of your options, such as hire, and lessons, as well as any other customised gear that may be sold on the booking page.
How much is the individual deposit?
Although you can register on a trip, your place is not guaranteed until you make a payment. To secure your booking each passenger usually needs to pay a deposit of £100. The full balance is then normally due 5 weeks prior to departure.
Can I pay in instalments?
After paying your deposit you are able to spread the remaining balance across a further 3 instalments. Then full balance is then normally due 5 weeks prior to departure.
Can I pay a different way to online?
The only payment we accept is by card via our online booking system. This is due to our booking system being linked with all of our booking options.
I am having payment problems?
Please make sure all of your contact details are complete, and check that you bank is set up to make online payments. If you are still having problems please contact email@example.com .
I can’t remember my username or password, how do I find this out?
You can either e-mail firstname.lastname@example.org or call the office direct 08455 333 184. Office opening hours are 9am – 5:30 Mon - Fri.
I want to make an amendment to my booking how do I do this?
Amending you booking is no problem, unless you have paid you full balance and you wish to take something off, which you have already paid for, there is then a £25. If you wish to add anything on at this point you can still do this up till the booking deadline which will be displayed on the booking page.
Do you provide travel insurance & do I need insurance?
Depending on your package, some trips may have insurance cover included. Either way there is an option to purchase insurance or upgrade insurance with us. We recommend that every passenger has a travel insurance policy to cover medical emergency and personal possessions.
When will I hear about departure times/points, and other holiday information?
You will be e-mailed a couple of weeks prior to the trip with pick up times and exact points. This is why it is very important that you ensure you enter the correct e-mail address.
Do I need a passport to travel?
To travel abroad you will need to ahve a valid passport. If you are an international student you may require visa to travel to any destination outside of England, Scotland or Wales.
How do I access the visa letter?
If you require a letter to help you apply for a visa, please e-mail email@example.com with all of your details, and one of the staff can get back to you with a completed Visa letter.
Can I choose who I share a room with?
Once everyone has paid the booking deadline has expired, and everyone has paid their full balances. We will know final numbers, and will be able to open the room bookings. You will be e-mailed a date and time that they will become available, and each individual will be able to login via the website and choose which room you want to go in, and with whom.
I can no longer attend the trip, can I get a refund?
Our cancellation charges are as follows –
Period before departure Cancellation charge
More than 56 days Deposit only
Between 56 and 29 days 60% of the holiday cost
Between 28 and 15 80% of the holiday cost
Less than 14 days 100% of the holiday cost
Depending on your reason for cancelling you may be able to make an insurance claim to recuperate any money.
Can I make a name change?
You are able to make a name however there is a fee of £30, and this must be done 28 days before travelling. To do this please e-mail firstname.lastname@example.org with your name change request.
What do I need to pack?
Obviously the essentials, passport, bank cards, toothbrush and a change of pant go without saying. Other important things to remember are EHIC card, insurance documentation, camera, comfy shoes, appropriate clothing and toiletries, fancy dress, and YOUR SKI JACKET, you will wear this all the time!! In some cases you need to take a towel and bedding but often these items are provided, you will be e-mailed in advance if this is the case.
Does the coach have a DVD player?
All coaches we use are executive standard with DVD player and CD facilities, WC, reclining seats and air conditioning.
Can I take food and drink on the coach?
This is really down to the discretion of the driver, but in most cases it is fine to take cold snacks and soft drinks with you. Hot food is not usually appreciated on a long coach journey.
Can we drink alcohol on the coach?
Consumption of alcohol is prohibited on coaches and fines can be issued in respect of this. Any damage or unreasonable mess caused to a vehicle will be charged for.
I purchased an item of clothing online, when do I get this?
All merchandise is delivered to your Group Leader before your departure day. They will usually inform you of when you can collect this, or give it to your when you are boarding the coach.
What are the room sizes?
Rooms are provided on a multiple occupancy, depending on where you are staying depends on the room sizes. But they are usally min of 4, maxiumn of 8 people. Rooms all feature at least 1 en suite facilities.
Do we get food / drinks included?
This depends on what is included in your package, usually the packages are sold self catered, however all of the accommodation we use have cooking facilities in the room.
When do I get my lift pass?
When you arrive you will receive a package containing your lift pass, a lanyard, with insurance card on of applicable, and a discount wristband.
Do we have to pay a damage deposit?
Each participant must pay the damage deposit prior to the trip to cover any damage/cleaing charges. Provided no charges are made by the residences this is refunded directly back into the account you paid with. This can take up to 6 weeks to return the deposits.
Can I pay for options in resort? e.g. hire
For most of the options, you can upgrade in resort, but you must inform the rep as soon as possible, on the coach if possible. The one thing you cannot buy in resort is Insurance.
What happens in an emergency?
On each wristband given out there are 2 phone numbers, one goes direct to the resort manager, and the other goes to 24hour manned phone line in the UK. In the event of an emergency if you call any of these numbers we will be on hand to deal with any issues that arise.
Insurance - how to make a claim
To make a claim on the Ski Alpine Insurance please phone:
Ski Alpine Insurance: +44(0) 870 241 3070
Medical Assistance +44(0) 845 271 4472 (24hr)
Legal Expenses +44(0) 870 350 5716 (24hr)
For customers who are in a country that does not accept the above international phone number, they can call +44(0) 203 060 9671 (24hr)
Alternatively for non-medical emergencies the easiest way to submit a claim is online. Click here to notify us of a claim now
If you have any questions relating to claims please see our Claims FAQ’s by clicking here
Insurance - how to cancel
If when you receive your policy documents you find that the cover is not suitable for your needs, you can cancel your policy, providing you notify us within 14 days of receipt. We will refund your premium less a charge for the time you have been insured, provided you have not travelled or your policy has not been terminated following a claim, in which case no refund will be due.
You can cancel your policy by contacting Ski Alpine on 08455 333 184 or emailing email@example.com
Insurance - how to make a complaint
If you wish to make a complaint, in the first instance, please contact the person you originally dealt with at Endsleigh. They will aim to resolve your complaint on the same day.
Alternatively you can contact them
By phone 08000 858698
By post Customer Liaison Department Endsleigh
Insurance Services Ltd.
You may at any time contact the Quality Manager at AXA Travel Insurance at the following address: Quality Manager, PO BOX 57325, London, E1W 1XX
If we cannot settle your complaint, you have the right to ask the Financial Ombudsman Service to review your case. Contacting the Ombudsman will not affect your rights to take legal action against us
Insurance - what is my policy number?
|Essential insurance package (£200 excess)
|Essential insurance package with excess waiver
|Comprehensive insurance package (£200 excess)
|Comprehensive insurance package with excess waiver