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YOUR FINANCIAL PROTECTION

Igoski is a trading name of Alpine Elements LTD, which is a licensed ATOL holder. ATOL – 6435. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.

“We, or the suppliers identified on your ATOL Certificate, will provide you with the Services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).”

“If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.” Remaining Balance Payments with your holiday confirmation, you will be sent a link to our Client Area where you can pay your balance online via our secure server. It is cheaper to pay online than by phone. You may pay by cheque for no fee, so long as your date of departure permits. Pay online: Pay over the phone by credit or debit card. AMEX is not accepted.

OUR PRICES & OFFERS

TRAINER WEEKS

For the pre Christmas week, (Dec 16-22) we give cheaper prices in exchange for newly trained staff. Full back up will be in resort, alongside a careful oversight by managers - so if staff do make the odd mistake, it will be limited to very minor items.

RESORT OPENING

Please be aware that before December 21st and after April 12th some resorts may have a limited number of lifts and runs open, especially in the lower resorts. Please check with the Tourist Offices directly for updates and information.

PRICE GUARANTEE

(Effective for all bookings made after 17/07/2018, and not for deals with a £1 Lift pass): We will offer a guarantee that your holiday price will not be offered cheaper with us or anyone else, now or later in the season. In fact your price will only increase in cost with on going availability! If in the unlikely event your holiday is offered cheaper then we will refund you the difference in the new price. This does not apply to bookings made within 6 weeks prior to departure, or for Sun-Weds bookings, or for holidays with Swiss-Air Flights. And remember, your holiday Price Guarantee (for comparison purposes) can only be compared with a like-for-like package using the same flights and times outside 6 weeks prior to departure! This Guarantee only applies to our own exclusive properties: Hotels Hermine Blanche, Hotel Philibert, Hotel Les Dents Blanches, Hotel Montana. Chalets: Deneriaz, Marcelle, Camarine, Flo.

£1 LIFT PASS DEAL

A £1 Lift pass Deal is valid for 3 or 4 days and only for your principal resort. If applicable this will be automatically added to your invoice. If you arrive on a Sunday or Thursday your Lift pass is valid for 3 days, Wednesday arrivals will receive a 4 day Lift pass. A £1 pass will generally be a local area lift pass which will have enough skiing or boarding for your short break away. All local area passes can be upgraded to a full or extended area for a small additional cost.

Carte Neiges, (French Medical Insurance), or any other Lift pass loss or theft Insurance is not included with our Lift pass offers. We would always recommend that guests buy a standard Travel Medical Policy from a UK insurer, which includes limits and benefits for your needs as a UK traveller

GROUPS

  1. In return for giving group discounts, we ask that one group leader is selected for coordinating the group and they are the only point of contact with us.
  2. All group questions must be directed through the group leader and all payments must be made via the group leader. This reduces any misconception or uncertainty.
  3. Group leaders are responsible for imparting all knowledge of the holiday and booking onto their group. Igoski cannot be held responsible for group misconceptions after the holiday has been invoiced.
  4. Free places apply only to the basic holiday price and not for regional airport departures, accommodation supplements or extras.
  5. The party size is determined by the number of full fare paying passengers.
  6. The group must book the same departure date and holiday type, although mixed accommodation may be used if the property is not able to take the whole group.
  7. All Passengers names (as on passports) must be supplied at time of booking.
  8. Cancellation of group members or name changes must come through Group Leader and may result in added costs.
  9. Groups must book at the same time, holiday additions may be charged a supplement.
  10. Group reductions are available for select chalets and dates.
  11. Group discounts are subject to availability and may be withdrawn at any time.
  12. Group discounts must be registered at time of booking.

YOUNG TRAVELLERS

Over 16’s will be allowed to holiday with us unaccompanied. We receive many young people to our chalets and hotels, and they will most likely find others of a similar age with whom to bond. Under 16’s must always be accompanied by a parent or legal guardian.

CANCELLATIONS

Please remember that if a member of your group cancels, you may incur an empty bed charge, group free places may be affected and the change will carry a cancellation charge (see Cancellations and Amendments by You). Having a standby list of people to come on your holiday is often the best solution. If you find a substitute they naturally take on the holiday cost of the person they are replacing. There may be an amendment fee for a name change or even a 100% cancellation charge for scheduled flight services. If you take advantage of our low deposit, you will be liable for the remainder of the deposit up to £175pp or the 30% as per our cancellation terms & conditions. Please check with our Cancellation Specialists, you can always email admin@igoski.co.uk for relevant charges applicable to your group.

INSURANCE

Please make sure you have adequate insurance to cover for the duration of your holiday.

ACCOMMODATION

CHECKING INTO YOUR CHALET OR HOTEL

You may check into your hotel / chalet bedroom on the day of your pre-booked arrival, normally, on arrival in resort or after 3pm. All bedrooms must be vacated by 10.00am on the day of departure. Hotels or residence and self-catered apartment check-in times can vary, please check with the Hotel or with our UK office staff for further information.

Courtesy rooms for showers should be available in most properties on your afternoon departure date, however this cannot be guaranteed. Please be aware that chalet staff have a big job to do each changeover day which can result in unforeseen logistical problems. The hotel or chalet may be in some disarray during changeover day. Our staff will be cleaning the property and therefore linen and cleaning materials may dominate the public areas.

The property may not be fully cleaned and fit for normal use until after 6pm. We would respectfully ask that all self-travellers and earlier arrivals appreciate this. As your arrival may be late, your first evening meal may be a hot soup and/or cold buffet. For later arrivals staff may not be able to wait up, but they will leave clear instructions. If you are not arriving via igoski transfer then you must inform us of your estimated time of arrival.

MORNING ARRIVALS & AFTERNOON/EVENING DEPARTURES

Luggage can be left in a designated area so you can maximise your time on the slopes. This can be arranged at the Hotel reception or with the Chalet Hosts.

EN-SUITE AND BATHROOM FACILITIES

En suite facilities do not always have a WC. They will always include a bath, a mini bath and/or a shower but not necessarily feature all of these facilities. En suite shower facilities may not always have a partition wall or door, but may just consist of a shower cubicle within the room or a curtained bathroom / shower area within the room. There also may only be a shower attachment on the bath with no curtain, wall fixture or shower door. Private bathrooms are bathrooms that are private to that room and can be either a bath or a shower, but not necessarily within that room like a true en suite. They may be located over the corridor or next door.

CATERING

The following meal arrangements will be in place this winter:

For guests staying from Sunday to Wednesday or Sunday to Thursday, there will be an evening meal every evening except Tuesday*.

For guests staying from Wednesday or Thursday to Sunday, there will be an evening meal every evening except Friday*.

*There will be no evening meal for guests arriving after 9pm on their first night. Breakfast / afternoon tea & cakes are still provided (self-serve). For more info see: Catered ski breaks.

DIET

Vegetarian and other special diets can be accommodated so long as group leaders give our reservation staff advance notice by email (at least 14 days prior to departure) on admin@igoski.co.uk. Due to the fact that ingredients are not always clearly evident on labels, particularly when taking into account translation problems, we cannot guarantee avoiding specified ingredients. Due the constraints in local supply, milk is often UHT. We reserve the right to make an additional charge for some special diets due to the costly nature of certain specialist ingredients so it is important to discuss this with us at the time of booking. Please check your invoice to ensure any such requests have been recorded. Please also check with your chalet host or chef as soon as you arrive so that they can discuss your requirements with you.

DIAMOND RATINGS

Please note that our 2, 3, 4 and 5 Diamond classifications are Igoski ratings for our properties only, and are not any indication of the level of service or catering within. Our rating system is not to be compared with that of other companies or an “industry standard” if indeed one exists. For some of our properties, the 3 or 4 Diamond classification is given only for the facilities (eg sauna/pool) rather than the actual quality of accommodation.

CHALETS

A chalet holiday is more informal and relaxed than a hotel (yes, you can come to dinner in your slippers). One of the attractions of chalet accommodation is the individuality or uniqueness of the property and its rooms. All of our chalets are selected with care on the basis of general comfort, character, convenience and facilities. They vary in size and can be larger purpose-built properties, apartments within complexes or local people’s alpine houses. As such, chalets are very different from hotels. Occasionally beds may be against a wall, there may not always be a WC on each floor, room sizes may vary (even when priced similarly), rooms may not all have lockable doors and bathrooms may be shared with other guests or resident staff. Chalet apartments within complexes may be accessed by stairs and/or lifts. The majority of chalets have lounge areas although, in some cases, seating may be limited. If in doubt, please call us. As in your own home, from time to time things may go wrong and we do ask that you be patient as it may not always be possible to repair or replace items immediately due to the mountain locations involved.

SHARED FACILITIES

Some of our properties have access to shared swimming pools and health centres, which have hot tubs and saunas. The facilities may not match guest expectations, and we cannot be held directly responsible for the failure or non-provision of any of these facilities, which includes temperature, cleanliness and opening hours. However we will do our best to escalate complaints to the residence as they are made aware to our management. Fitness suite facilities will vary and we cannot guarantee the range or type of gym equipment, nor that it will be as extensive as a purpose built gym.

ROOMS

The size, décor, soundproofing and furnishing of a bedroom can differ markedly, even within the same property. There can also be considerable difference in floor space, head clearance, clothes storage facilities and types and sizes of bed. We make every effort to detail any disadvantages in our Chalet Special Notes section. We recommend that if you have any particular room requirements, they are expressed to us on the Special Requests section of our booking form or in writing. Some rooms may have an unused kitchenette (for self-catering) and we may have disconnected the fittings. Some beds may be put up, pull out, or sofa beds. Again you must advise us in writing if any of these are unacceptable. Cabin bedrooms often feature in our self-catered apartments and some chalets and will often mean that they are small internal rooms with no natural light. Rooms with eaves or sloping ceiling: We notify you of these in room descriptions as whilst characterful, these rooms often have reduced headroom and skylight windows.

AUSTRIAN TWINS

Our Austrian ski chalets and hotels have Austrian twin beds which in the case of a double bed will consist of a double bed base and two single mattresses with two single quilts. These are very common in all hotels and chalets.

ROOM NUMBERS

To help with your choice we have detailed the room breakdown for each and every one of our properties. We also provide room numbers or names, which are shown on your invoice, so you can be sure of exactly what has been booked. Further information (in addition to that on our website and in our brochure) is available on request.

ADDING EXTRA BEDS

Extra beds can be added to a chalet at your request for a full chalet booking, and for select chalets only. You will be asked to sign and agree to a waiver because we do not generally recommend adding beds to chalets as they will inevitably put pressure on the overall chalet space and comfort as well as chalet domestics: furniture, electrical supply, heating and plumbing.

EMPTY BEDS / SOLE OCCUPANCY OF A CHALET

Each room in each chalet sleeps a minimum number of people. If you would like to book the whole chalet for your group’s exclusive use, or a room for yourself and you do not have the minimum number, you can choose to pay for any empty beds to ensure you have sole occupancy of the room/chalet. Any rooms below the minimum number (see individual chalet descriptions) that are unoccupied and not paid for by you will be sold to other skiers. Please check your invoice and the property description if in doubt. Please remember that if a member of your group cancels and leaves a bed unoccupied, an empty bed charge applies (in addition to cancellation charges and a possible reduction of group free places/discounts).

MOUNTAIN LOCATIONS OF CHALETS

Access to many of our chalets may be up a hill, up a steep path or steps, and this is especially the case for properties located close to the slopes. Our coaches cannot always get to the front doors of some chalets and hotels, thereby necessitating a short walk (for the final 100 to 200 metres) with luggage. We do try to ensure that all paths to the chalets and hotels are clear of ice and snow however sometimes this is an impossible task due to the weather conditions. If you are concerned with this then please ask for details before booking or discuss with the team when in resort.

SLIPPERS

We strongly recommend that you bring slippers or indoor shoes for chalets and chalet/hotels because all properties operate a “no shoes” policy in the interests of keeping our chalets cleaner and more comfortable for all guests!

SKI IN / SKI OUT

‘Ski In’ and ‘Ski Out’ or ‘Ski to Door’ and ‘Ski from Door’ locations mean a chalet or hotel which is within 50-150 metres of the ski slopes under normal skiing conditions. Please be aware that in the case of poor snowfall or early / late season dates, this measurement to the slopes may lengthen, and may considerably lengthen in lower resorts. Where such ‘Ski In’ and ‘Ski Out’ benefits are quoted, this may also depend on the ability of the skier and the current snow conditions. Beginners cannot always make use of these ‘Ski In’ and ‘Ski Out’ benefits.

CHALET DISTANCES

Distances outlined on the website and in brochures are a guide, and may in practice vary, according to speed of walking, fitness and any indirect routes you choose to take. Please ask your chalet staff for any short-cuts to the slopes or resort facilities. We have used the bench mark of 100 metres taking 1 minute to walk in normal shoes. Clearly this will vary in accordance with snow, ice, footwear, age and fitness of walker.

CLEANING

With the constant movement of people in and out of our chalets and hotels it is an uphill task to keep the accommodation, and particularly the floors clean. Public areas and public bathrooms / toilets are cleaned daily (except for the staff day off). Your bedroom will be cleaned regularly but please understand that the service of our chalet hosts is not intended to be that of a hotel. If you are unhappy with the cleanliness then please raise this point with your resort manager or call our French office on +33 (0) 479 00 44 45 and they will react in complete confidence, if you do not feel comfortable speaking with the team in France you can always email customer.care@igoski.co.uk. All chalets have one towel per guest and we do not offer a towel change as standard.

OUR STAFF

Many of our resort staff are younger than our adult guests, which is in keeping with the general type of worker this industry attracts. However our staff are carefully chosen, and put through a rigorous Igoski training programme which includes catering, cleaning, chalet operations, health, safety and food hygiene. For this reason, most chalet and chalet-hotel staff do not have professional catering qualifications.

STAFF DAYS OFF

Our hard working staff deserve time off, and these are the only times where evening meals will not be provided. A Continental breakfast is still provided on a simplified self-serve basis which is left out the evening before. Afternoon tea and cakes are also provided.

STAFF LIVE-IN

Your chalet may also be home to the chalet staff and they may therefore have to share your chalet facilities.

TV DVD, SATELLITE TV

Many of our chalets have combined TV DVD players, Hi-fi however our stock of DVD films, music and games is limited and may be non-existent. It’s always a good idea to bring your own. If some of this equipment becomes unserviceable, we cannot guarantee an immediate replacement because spares are not easy to source from ski resorts. Where a Television is advertised or supplied there is no guarantee implied as to how many English speaking channels (if any) will be available. Satellite TV in chalets and chalet-hotels may have a very limited choice of channels and not always English speaking, sometimes only BBC World Service.

CAUTION DEPOSITS

In line with hotel industry practices we reserve the right to take credit card deposits or imprints at our larger chalets, chalet-hotels or self-catered properties on check-in, to cover for potential breakages to accommodation or Company equipment, hired or otherwise.

CHALET SECURITY

Chalets are communal homes. In many cases guests will be issued either with an individual front door card or key or a combination code. However this cannot be guaranteed due to loss of keys or cards from the previous weeks guests. You will be asked for a 10 euro deposit for any keys. Chalets and hotels exclusive to Igoski do not have safes and not all bedroom doors have locks. It is unusual for chalet entrance doors to be locked during the day. In some residences, parts of the building may be shared by other guests using the same communal entrance. We cannot be held responsible for damage, loss or theft of guest belongings from our properties and buildings and we advise guests to obtain appropriate insurance for their needs. Any theft in resort may require obtaining a Police Report in resort to validate claims.

BEDROOM DOOR KEYS

We cannot guarantee that guests will have their own room key or lockable bedroom door. Chalets and chalet-hotels are privately run by Igoski for our guests and are communal homes. As such we do not prioritise lockable bedroom doors. We are unable to accept responsibility for valuables.

SUPPLEMENTS

Our reservation staff may have to charge supplements for standard items or for extra costs that are surplus to the base package price advertised. These supplements may be for regional airport departures, flight and air fuel supplements, room or chalet supplements and special airport transfer services. In any case you will be notified of such supplements at the time of booking or as soon as possible.

SPECIAL REQUESTS

Any Special Requests whether mentioned within or surplus to the product described in this brochure, and information that describes our product in a way that is different to, or in addition to the descriptive text in this brochure must be supported in writing by a member of Igoski Reservation Staff. Unless it is supported in writing – we cannot guarantee that request, or indeed the information you have received.

HOT WATER

Please bear in mind that ski chalets are often privately owned homes and whilst they have reliable supplies of hot water – they are not endless. We ask that guests stagger their bath or shower times and consider other guests in the chalet.

TOWELS

We provide one towel and standard toiletries (shampoo/soap) for all chalets in our Original Programme. So please bring an extra towel if required.

LEISURE FACILITIES

Some of our properties feature hot tubs, sauna, swimming pool, DVD TV, Satellite, elevators, boot warmers and log fires as standard chalet equipment. If some of this equipment becomes unserviceable, we cannot guarantee an immediate replacement. Often spares and servicing are not easy to source from in a ski resort. If any of these facilities are important to you please make this known to us at the time of booking and confirm to us in writing. If we have been informed that these facilities are important to you then we will do our best to make you aware of any changes to these facilities prior to your arrival, but we will not be obliged in such circumstances to either provide the facility or compensate for its absence. If the facility is considered “essential” to your holiday then it must be outlined in the Special Requests section on our booking form or by writing to our UK office. No refund/compensation will otherwise be paid for non availability of these facilities.

WIFI

WiFi is not guaranteed in hotels, chalets or apartments. Where it is provided, it is not always guaranteed throughout the whole building, all WiFi provisions are stated on the specific property info page on the website and or in the brochure. Using the WiFi may incur charges with your hotel/chalet or apartment and with your service provider – please check with reception and with your provider for more information.

HEALTH AND SAFETY

Your health and safety is of paramount importance and this is why we employ a health and safety officer to monitor hygiene and risk assessment with our catered chalet programme. We provide information on balconies, fire, child safety, gas, electricity, personal safety, road safety, sun care and sauna, Hot-tub, and swimming pools. We would ask you to familiarise yourselves with this information on arrival.

USER RISK

Hot tubs and saunas are intended as a complimentary facility, but risks for the users are involved. Although we disinfect our hot tubs in line with manufacturer recommendations, please be aware that the use of our hot tubs is at your own risk and we ask you to be aware of the dangers of communal facilities with respect to health and hygiene, and more particularly to skin infection. Often a chalet hot tub may be taken out of action for one day a week for cleaning. If a hot tub breaks down, we always try to have it repaired as quickly as possible. However, as their repair is a specialist task, these technicians are often in high demand. Delays may also occur if parts need to be ordered. We always do our utmost to minimise such delays. Children must be supervised at all times.

HOTEL / APARTMENT LEISURE FACILITIES

Some hotels and self-catered apartments may require a small local charge for use of the leisure facilities, and times of operation will be in line with the Hoteliers terms. The same applies for spa treatments.

DAMAGE AND LOST PROPERTY

Igoski reserves the right to recover the cost of breakages or damage caused by you and your party regardless of whether these are accidental or not. If you have caused any damage you will be invoiced for the cost of replacement or repair and this amount will be payable by the party leader prior to departure. In the unfortunate case of something being damaged, lost or stolen, all cases should be reported to reception. For insurance claims, guests will be required to head to a local police station to fill out a form to present to their insurance company for any claims. Igoski cannot be held responsible for the loss or theft of any personal belongings in any hotel, chalet or apartment booked with Igoski.

SKI LOCKER ROOMS

Ski lockers are provided with some chalets/ hotels, but are not guaranteed. Please note: Ski lockers can be a target for thieves and Igoski cannot be held responsible for the loss, damage or theft to any equipment left in the lockers throughout your stay. Please have appropriate insurance.

SMOKING

In the interest of fire and safety regulations and for our owners, our chalets and ski lodges are all non-smoking.

CHILDREN

Please advise us of your children’s ages on the booking form so that we can prepare for their arrival. If you require a high tea or an earlier meal time for your children, then we ask that you keep to this arrangement throughout the week. Please request this at the time of booking or at least 10 days before departure by using the special requests box on the booking form or shortly after by emailing: admin@igoski.co.uk.

COTS, HIGH CHAIRS, BABY EQUIPMENT

Cots with a mattress and bedding, as well as high chairs can be booked and paid for before departure from the UK so that we can ensure availability. Please note that we cannot guarantee that cots reach British safety standards. The inclusion of a cot may restrict room space and some rooms may not be large enough to contain a cot. Please call our sales staff for help and information.

TRAVEL

TRANSFERS

Departure times and Transfer times will be scheduled to keep travelling and waiting times for all parties to a minimum. Your shared transfer will take place on a coach, minibus or similar vehicle. Free Transfers are supplied by ourselves and may be subject to delays. The reason for this is because separate inbound and outbound flights which share the same transfer may become disjointed, or for possible delays and / or problems with baggage. Transfers which incur a set fee (e.g. £59.50) are for the return trip and are provided by local third party suppliers (their Terms & Conditions will apply). These can be sent to you upon request. Private cars or minibuses are also used for transfers and feeder transfers, however sometimes it may be necessary to share a transfer with another operator, especially with off peak flight times or delays. In the case of extreme weather, snowfall or at peak times it may be necessary for your inbound transfer to depart earlier than normally scheduled. You will be informed of this in resort.

CHILDREN

CAA regulations state that a child of 2 years or older (on the return date of travel) must have its own air seat and will otherwise be denied boarding by the airline. Children under 2 years (on the return date of travel) must sit on a parent’s lap and they are not entitled to a luggage allowance on flights or seats on transfers.

BAGGAGE

Baggage EasyJet flights: EasyJet flights only come with hand luggage included (one piece of cabin baggage no bigger than 56 x 45 x 25cm including handles and wheels) in order to give passengers the option of travelling light, without hold bags, or sharing hold bags allowances between group members. If you would like to add hold luggage to your flight, please do this after booking by emailing admin@igoski.co.uk. Prices are route dependent and range between £9 and £30 for 1 suitcase or bag weighing no more than 15kg in total and between £14 and £34 for a piece of luggage up to £23kg in weight. In the event of bookings with other airlines, please check with the relevant airline's website for luggage information.

CARRIAGE

In line with all other major winter sports operators, we ask that you register your skis/ boards with us at the time of booking at a cost from £30 to £82 return, subject to the airline’s surplus baggage policy and availability. Additional £8 charge will also have to be met in order to secure your skis and boards on the coach or minibus transfer. This is due to the extra costs involved in handling, and to cover for extras such as racks and trailers if necessary. In the event racks and trailers are not used there will be no refunds. If you do not pre-book, there may be a higher charge per board or set of skis charge at the airport and we cannot guarantee that your equipment will be accepted. Each plane has a limited amount of space for skis and boards and this is allocated on a first come first served basis. We strongly advise that you book your equipment with us at the earliest opportunity. Ski and Snowboard bags must contain skis and snowboards only and boot bags contain ski or snowboarding boots only (in case of delay or the necessity of offloading this equipment). Please note that snowboard bags count as oversized sporting equipment and must be paid for as board carriage, regardless of whether this is your only item of checked baggage.

Skis and snowboard bags are considered outsize baggage and must be pre-booked. Ski and board carriage is offered on a ‘first come first served’ basis, so please make sure you pre-book as soon as possible. Charges (incl. return & transfer handling fee) are as follows:

EasyJet: £82

Ski and Snowboard bags must contain skis and snowboards only and boot bags must contain ski or snowboard boots only (in case of delay or the necessity of offloading this equipment). The weight limit varies depending on airline:

EasyJet: 20kg (you can pool your hold luggage and carriage weight allowance as long as no single item exceeds £32kg)

You may add baggage on to your booking by calling 020 3393 4671, or emailing: admin@igoski.co.uk at any time up until 1 week prior to departure.

NAME CHANGES

If your flight has been booked with a no-frills scheduled carrier such as Easyjet, a charge will be incurred subject to airlines conditions. All charter flights incur a £30 admin fee if requested 10 weeks prior departure, charges will increase closer to departure date.

 

FLIGHT TICKETS

For all of our charter flights you will be issued an E-ticket, these will be emailed within a week of departure. These are arranged with the airline and a boarding pass will be issued at check-in on receipt of your E-Ticket. Any adhoc flights such as Easyjet you will need to check in online, enter in your passport details and print your own boarding passes.

MISSED FLIGHTS

The travel services we use are non-transferable so you should make sure you have ample time to get to the airport for your journey. Please remember to leave time for traffic delays and parking or reaching the terminal from the rail station. Your ticket will advise which terminal your flight departs from. Should you miss the outbound flight, you are responsible for making your own way to your destination and onward to your booked accommodation. If this happens, please notify our team in France 0033 479 00 4445 immediately as our staff will be expecting you at your original arrival time. Some airlines will cancel all onward and return flights if the outbound flight is not flown.

PREGNANCY

Airlines have different regulations regarding travellers in the advanced stages of pregnancy and may refuse to carry passengers who will be more than 28 weeks pregnant on their return journey. A general guideline is to carry a doctor’s note signed within 7 days before your departure confirming that you are fit to travel. Always consult with a doctor if you are unsure of whether you will be able to fly.

UK AIRPORT PROCEDURE

Please ensure that you check in at least 2 to 2.5 hours prior to departure. Check-in desks are now open 2.5 to 3 hours prior to departure times in busy or peak periods. Remember to allow enough time for parking and any airport shuttles. It is our guests responsibility to ensure that they make their outbound flight departure from the UK and so we ask you to be at the airport at least 2 hours prior to departure. (3 hours in peak periods). If you fail to check in on time then the airline may refuse to allow you to board the flight. Please inform our French office as soon as possible if you have missed your flights, (tel 0033 479 00 44 45) or email admin@igoski.co.uk.

FOREIGN AIRPORT PROCEDURE

If you arrive at Geneva airport and you cannot find one of our reps or our transfer representative (who are usually waiting to greet you on arrival) then this may mean the coach is delayed or stuck in traffic. Do not despair, please just wait in the arrival lounge.

CONNECTING FLIGHTS

Please understand that the airline reserves the right to adjust flight times. Guests with inward or outward connections should allow plenty of time in the event of a schedule change or flight delay. We strongly recommend that tickets are purchased on a fully flexible basis to accommodate any unforeseen delays.

OTHER USEFUL INFORMATION

SNOW ASSURANCE

At Igoski we cannot guarantee snow, but it is our mission to endeavour to get all guests skiing whatever the weather! All our resorts are chosen for their reliable snow records and high altitude status, and 90% of our resorts have the benefit of access to glaciers which ensure snow almost all year round. Snow conditions can change dramatically overnight, so if conditions are exceptionally poor then we will do our best to change you to another resort, and this will be done at the last minute. Furthermore, when you book an Igoski holiday then we will arrange for transport* to another ski area with more than 20% of the runs open if the lift company and ski school decide you are not able to ride or ski the area or resort in which you are staying. Transport will be arranged to a local resort where skiing/riding is deemed better than in your own resort, and which is less than 2.5 hour drive away. This will be subject to the resort allowing additional skiers.

Our Snow Assurance only covers skiers and snowboarders, it does not cover cross-country skiers. It does not cover lifts not being open due to high winds, adverse weather or too much snow! In some cases the alternative resort might be in another country. In order to take advantage of this option then non UK nationals must make sure that they comply with the local passport regulations for the country where the alternative resort might be located. *All transport to other ski areas, by way of coach, minibus or taxi to another ski resort under the terms of this Snow Assurance will incur an additional local charge to guests.

Lift passes, Lessons and Ski Hire: Our Snow Assurance will not cover any additional costs required for ski and board lessons, lift pass or ski and board hire. Any additional costs (if required) must be paid locally and such services will be subject to availability. It may well be the case that the resort in which you are staying will transfer lift passes for little or no extra cost and/or a refund on your existing pass for lost days skiing. We will be all the help we can in claims for these instances. If this is a concern, we would recommend you investigate an additional benefit to your travel insurance policy.

ALTERATIONS TO A BOOKING

You can make alterations to your proposed itinerary at any time prior to booking. After the booking has been made we will do our best to make alterations, provided that we receive written request from the Group Leader (the person that completed the booking). If we can make a change then you will be provided with a quote for any additional costs plus our administrative fee of £30 per person per change. This fee is due for all changes, and by way of example (and not by limitation) this will include: name change and incorrect spelling on the booking form, lift pass or lessons change, date change, flight change, addition of ski or bike carriage.

The price of your new holiday arrangements will be based on the prices that apply at the time you ask for the change. These prices may not be the same as when you booked the holiday. Please note that some airline tickets cannot be changed and some incur considerable cost. Some accommodation is booked according to the number of people staying. E.g. If one of your group cancels so that fewer people share the accommodation, then the cost for each of the remaining group members may increase.

COMPLAINTS PROCEDURE

We don’t often receive complaints for our service or chalets and hotels, but if you do have an issue, no matter how trivial, we want to know about it immediately! After all it is in all of our interests to resolve any complaints or problems as soon as they arise therefore we have a procedure: You must inform our resort manager or supplier of any complaint out in resort as soon as possible so that we can try to make alternative arrangements. No matter how trivial your issue, please do not wait until your return to the UK, or until later in the holiday before informing us of a problem and filling out a Customer Report Form (CRF).

Procedure:

We ask guests to inform their Chalet Host, Resort Rep or Manager as soon as an issue arises. You must then fill out a CRF(Customer Report Form) immediately, which is available from your Chalet Host, and keep your carbon copy as proof that the complaint was raised in good time. After raising the problem to us, guests must allow us 12 hours to find a solution, because not all solutions can be immediate! If our reaction is not acceptable to you then please contact our UK or French Office (details below) If you would like to complain directly to head office rather than involving the resort staff then please use the contact details below. Please be aware of our office opening hours. We will refund any call charges to you on receipt of a bill. If you still feel that any resort complaint was not dealt with to your satisfaction, then you must send an email to customer.care@igoski.co.uk or write into our UK office within 28 days of your return otherwise we will not be able to investigate your complaint to the degree and accuracy that we could if the complaint is submitted upon return of your holiday.

Your complaint will be acknowledged and replies will be within 28 days of the date your email is acknowledged by somebody from the Customer Care Team. If we have not been able to complete our investigation after 28 days we will write to you advising you as to our progress. We cannot accept complaints by telephone, as we require a log of all communication made to our company in a written format. This is also because; as we did not travel with you your personal experiences are required in order for us to fully understand your grievances. You are still entitled and more than welcome to discuss your complaint with a member of the Customer Care Team but we will ask you to follow the call up in written form. We regret that we cannot accept liability in respect of any complaints which are not notified entirely in accordance with this procedure. Our resort staff are not authorised to promise a refund in respect of a clients’ claim and no such promises will be accepted by Igoski. UK Office +44 (0)844 770 4070. French Office +33 (0) 479 00 44 45. Alternatively you can email customer.care@igoski.co.uk

BROCHURE / WEBSITE ACCURACY

The information and prices in the brochure and on our website may have changed by the time you come to book your holiday. Whilst every effort is made to ensure the accuracy of the brochure and prices at time of print regrettably errors can occur, and situations with suppliers can change. You must therefore check all the details of your chosen holiday at the time of booking. During the season we may have to purchase extra flights and services and this may have an effect on the printed brochure price. The pictures, maps and chalet room plans within the brochure and on the website are intended as a guide for style and general relevance. Maps are not to scale or completely accurate. Photographs of rooms are intended to give an indication and may vary where furnishings have changed or a partial refurbishment has been completed. Some details of holidays may change after a brochure has been printed, we will display the most up-to-date information on www.igoski.co.uk