Please also refer to our standard holiday General Holiday Terms
See also Chalet Notes
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 firstname.lastname@example.org. Prices are route dependent and you have a choice between a 15Kg or 23Kg limit. Please check with admin for the latest prices.
Ski & Board Carriage:
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:
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:
You may add baggage on to your booking by calling 020 3393 4671, or emailing: email@example.com at any time up until 1 week prior to departure.
Payment TermsAny outstanding balances must be settled 10 weeks prior to departure. If you are booking within this period, you will be required to pay for the holiday in full, and the only additional costs required will be for any additional extras pre-booked from this point on. Outstanding balances can be settled via credit or debit card, cheque or bank transfer and we will send you payment details with your confirmation pack. There are no fees or charges on debit or credit card payments. AMEX is not accepted.
Your Financial ProtectionIGOSKi is a trading name of Alpine Elements a licensed ATOL holder. ATOL – 6435. When you buy an ATOL protected fight 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 with any debit or credit card (no fee, AMEX not accepted).
Our Prices & OffersTrainer WeeksFor Pre-Christmas week, (Dec 16-23) 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 OpeningPlease 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 GuaranteeWe 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 ongoing 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, Les Dents Blanches, Philibert, Montana. Chalets: Flo, Camarine and Martine.
Groups1. 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. Alpine Elements 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 TravellersOver 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.
CancellationsPlease 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 firstname.lastname@example.org for relevant charges applicable to your group.
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 Alpine Elements transfer then you must inform us of your ETA.
Morning Arrivals & Afternoon/Evening DeparturesLuggage 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.
Ensuite and Bathroom FacilitiesEnsuite facilities do not always have a WC. They will always include a bath, a mini bath and/or a shower but not necessarily all of these facilities. Ensuite 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 ensuite. They may be located over the corridor or next door.
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).
DietVegetarian 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 email@example.com. 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 RatingsPlease note that our 2, 3, 4 and 5 Diamond classifications are Alpine Elements 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.
ChaletsA 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 facilitiesSome 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.
RoomsThe 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 TwinsOur 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 numbersTo 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 bedsExtra 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 ChaletEach 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 ChaletsAccess 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.
SlippersWe 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 DistancesDistances 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.
CleaningWith 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 firstname.lastname@example.org. All chalets have one towel per guest and we do not offer a towel change as standard.
Our StaffMany 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 Alpine Elements 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 day offOur hard working staff deserve at least one day off, and this is the only day we do not provide an evening meal. This will affect the Sunday – Wednesday guests only. 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-inYour chalet may also be home to the chalet staff and they may therefore have to share your chalet facilities.
TV DVD, Satellite TVMany 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 depositsIn 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 SecurityChalets 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 Alpine Elements 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 keysWe cannot guarantee that guests will have their own room key or lockable bedroom door. Chalets and chalet-hotels are privately run by Alpine Elements for our guests and are communal homes. As such we do not prioritise lockable bedroom doors. We are unable to accept responsibility for valuables.
SupplementsOur 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 RequestsAny 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 Alpine Elements Reservation Staff. Unless it is supported in writing – we cannot guarantee that request, or indeed the information you have received.
Hot WaterPlease 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.
TowelsWe provide one towel and standard toiletries (shampoo/soap) for all chalets in our Original Programme. So please bring an extra towel if required.
Leisure facilitiesSome 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.
Wi-FiWi-Fi is not guaranteed in hotels, chalets or apartments. Where it is provided, it is not always guaranteed throughout the whole building, all Wi-Fi provisions are stated on the specific property info page on the website and or in the brochure. Using the Wi-Fi 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 SafetyYour 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 riskHot 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 facilitiesSome 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 PropertyAlpine Elements 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. Alpine Elements cannot be held responsible for the loss or theft of any personal belongings in any hotel, chalet or apartment booked with Alpine Elements.
Ski Locker RoomsSki lockers are provided with some chalets/ hotels, but are not guaranteed. Please note: Ski lockers can be a target for thieves and Alpine Elements cannot be held responsible for the loss, damage or theft to any equipment left in the lockers throughout your stay. Please have appropriate insurance.
SmokingIn the interest of fire and safety regulations and for our owners, our chalets and ski lodges are all non-smoking.
ChildrenPlease 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: email@example.com.
Cots, high chairs, baby equipmentCots 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.
TravelTransfersDeparture 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.
ChildrenCAA 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.
BaggageIf the baggage allowance on any flight is exceeded there may be a charge for the excess or it may not be possible to load it on to the flight. Please note that we have no liability for baggage whilst in the care of the airline. This is the responsibility of the airline and it is important that you check to make sure the terms of your insurance policy cover you adequately. Please check direct with the airline for any changes in allowance, any information that we provide is intended as a guide only.
Name ChangesIf 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 TicketsFor 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 FlightsThe 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.
PregnancyAirlines 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.
UK Airport ProcedurePlease 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).
Foreign Airport ProcedureIf 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 FlightsPlease 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 AssuranceAt Alpine Elements 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 Alpine Elements 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 bookingYou 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 form). If we can make a change then you will be provided with a quote for any additional costs plus our administrative fee of £35 per person per change prior to 10 weeks of departure and £50 within 10 weeks of departure. 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 ProcedureWe 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).
We ask guests to inform their Chalet Host, Resort Rep or Manager as soon as an issue arises. You must then fill out a Customer Report Form (CRF) 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 firstname.lastname@example.org 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 Alpine Elements. UK Office +44 (0) 844 770 4070. French Office +33 (0) 479 00 44 45. Alternatively you can email email@example.com
Brochure / Website AccuracyThe 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
IGOSKi LEGAL TERMS AND CONDITIONS:
Special Notes: 1. Catering: For guests staying on our Sunday to Wednesday breaks in a Chalet: For Chalets, staff require a day off, which is Tuesday, so no evening meal for Sun to Weds guests only. Breakfast / afternoon tea & cakes is still provided (self-serve).
2. Transfers: Departure times and Transfer times will be scheduled to keep travelling and waiting for all parties booked on to a vehicle to a minimum, but no promise for waiting time can be made. Your shared transfer will take place on a coach, minibus or similar vehicle. Transfers supplied for £0.00 are supplied by ourselves and our General Terms & Conditions below will apply. Transfers which require a set fee (e.g. £59.50) are for the return trip and are provided by local third party suppliers, who’s Terms & Conditions will apply. These can be sent to you on request.
3. Price Guarantee (Effective for all bookings made after 17/07/2014, 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 ongoing 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, Les Dents Blanches, Philibert, Montana. Chalets: Flo, Camarine and Martine.
1. THE HOLIDAY CONTRACT(a) Your holiday contract is made between Alpine Elements Ltd. (company number 4782131) of York Court, Alt Grove, London SW19 4DZ (“Alpine Elements” or “We/Us”) and all persons named on the booking form (“You”).
(b) The person who signs the booking form (or completes it on-line) does so as agent for all persons named on it and by signing, the signatory warrants that he has authority to sign on behalf of all persons named on the booking form and acknowledges that these terms and conditions apply to all such persons.
(c) When the signed booking form is sent to Alpine Elements whether directly or by a travel agent on your behalf this constitutes an offer to purchase the facilities and services specified on the booking form.
(d) No contract comes into effect until that offer is accepted by Alpine Elements which is only when the Confirmation Invoice is received by you. No Confirmation Invoice will be sent to you unless all necessary deposits have been paid and Alpine Elements is satisfied that all relevant persons are covered by appropriate activity insurance. You should note that it is agreed that no contract comes into effect until the Confirmation Invoice is received and in particular there is no contract following a telephone “booking”.
(e) The holiday contract is for the provision of the facilities and services itemized on the Confirmation Invoice, save where a facility or service is marked as a “Special Request/SR” in which case performance of that facility or service cannot be guaranteed although we will do our best to supply it.
(f) It is your responsibility to check that the details set out on the confirmation invoice are correct and to notify Alpine Elements as soon as is practicable in the event that the details are incorrect.
(g) This holiday contract does not include any facilities, services, activities or excursions that you book and pay for after receipt of the confirmation invoice (“additional activities”). These additional activities are provided by separate contracts but care should be taken to note at the time additional activities are booked who it is that is agreeing to provide you with such additional activities, This will not always be Alpine Elements.
2. PRICES AND DEPOSITS (a) Prices we advertise are accurate at the date published, but we reserve the right to change prices from time to time. Prices can go up or down. We will be able to tell you or your travel agent the up-to-date price of your chosen travel arrangements and of any other services advertised by us before confirming your booking.
(b) Changes in exchange rates mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges.
We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice.
Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place
(c) Please note as set out in paragraph 1 above that no contract comes into effect until the Confirmation Invoice is received by you. This will not happen if you do not pay any required deposit. For weekly customers we require a deposit of £175 per person plus an insurance premium (if insurance is purchased through Alpine Elements). Bookings for extended holidays may have higher deposits the details of which will be notified at the time of booking.
(d) Unless the payment information on your Confirmation Invoice makes specific alternative provision (in which case it is that information which applies) payment of any balance due for cost of the holiday must be made at least 10 weeks before the holiday departure date. If the booking is made 10 or fewer weeks before the departure date then the holiday must be paid for in full at the time of booking. Customers paying deposits by credit or debit card will have any balance of the holiday price automatically debited at the appropriate time but Alpine Elements will give you 24 hours’ notice by email to remind you of this. Please note payment made online by credit or debit card incurs up to 2.5 % additional charge, we accept a maximum of 3 cards per party of 10 persons.
(e) Any failure to pay a required deposit or balance as required by these terms and conditions or as specified on your Confirmation Invoice will be treated as an automatic cancellation by you (on behalf of all persons named on the booking form) of the holiday contract.
(f) In the event of an automatic cancellation within (f) above any deposit paid is not refundable and you may be liable to pay some or all of the balance due on the price of the holiday.
(g) The person who signs the booking form is responsible for ensuring that the whole holiday price (including any deposits) is paid when required.
3. INSURANCE (a) It is a condition of your holiday contract that you have adequate insurance cover, and it is your responsibility to ensure that you and all the persons named on the booking form have adequate and specialist insurance to cover all the activities to be undertaken on the holiday whether as part of this contract or otherwise including insurance for injury, loss and damage you may cause as a result of your holiday activities.
(b) Please remember that ordinary travel insurance does not usually cover vigorous or potentially dangerous activities including (but not limited to) skiing, snow-boarding, climbing, mountain biking sailing, windsurfing, cycling, water sports and other activities and sports.
(c) Alpine Elements is not an insurance specialist, consultant or broker and although we can help you to arrange insurance cover that has been recommended to us as being suitable for activities included in an Alpine Elements holiday it remains your responsibility to ensure that you have the appropriate cover and all the necessary policy documents.
(d)Where you have or intend to hire, borrow or use equipment during your holiday, it is a condition of this contract that you carry adequate insurance cover in the event that your use of equipment causes damage to the equipment, other persons or their property. Please see clause 11 for further details.
(e) Your contract of insurance is with the insurer not with Alpine Elements.
(f) Because of the active nature of Alpine Elements holidays we reserve the right to refuse any customer access to any activity in respect of which we are not satisfied there is proper insurance cover.
4. CHANGES /CANCELLATIONS BY US (a) Our holidays are planned far in advance, therefore, it is sometimes necessary or prudent for us to make changes either before or after the holiday contract is made and we reserve the right to do so. Occasionally it is necessary or prudent for us to make major changes and even to cancel the holiday.
(b) Unless any changes made are major changes or the holiday is cancelled you agree that you are not entitled to compensation.
(c) A major change is one made before departure that involves downgrading your accommodation for a significant proportion the holiday; the withdrawal of a significant proportion of the facilities or services included as part of your holiday or a significant change of departure airport or flight times in excess of 24 hours.
(d) Where a cancellation or major change is notified to you, you have the right to withdraw from the contract and receive a refund of all sums paid by you in respect of the holiday, or alternatively, you may take any substitute holiday we are able to offer you of at least equivalent standard. If a holiday of the equivalent standard cannot be offered to you, you are entitled to accept a holiday of a lower standard plus the difference in price between the original holiday and that offered as an alternative.
(e) In addition, where the holiday is subject to major changes by us or is cancelled you will be entitled to the following compensation which you agree reflects a reasonable assessment of the inconvenience and any expenses the major change or cancellation will cause you.
Change /Cancellation Period Compensation pp
More than 70 days pre-departure £Nil
69-42 days £30
Less than 14 days £70
(f) Even where there is a cancellation or major change by us you are not entitled to compensation where this is the result of unusual or unforeseeable circumstances beyond our control the consequences of which could not have been avoided even if all due care had been exercised or where the holiday has been cancelled because the number of persons agreeing to take it is fewer than any advertised minimum number required to take the holiday.
(g) There are no circumstances (including our negligence) in which we are liable for any consequential losses whatsoever such as (but not limited to) losses of holiday entitlement, loss of earnings, or the cost of onward flights or other transport or activity arrangements.
(h) Occasionally we are let down by transport providers (such as but not limited to airlines). When this happens we might have to make urgent alternative flight, airport transfer or other transport arrangements for you. When this happens we reserve the right to charge you for the additional cost of such alternative arrangements.
5. CHANGES OR CANCELLATION BY YOU (a) Subject to the special rules for extras in clause (g) below, if you cancel your holiday the following sums remain due to us. This is because we will have made arrangements for you and incurred expenses as a result. Whilst we may be able to se-sell your holiday you recognize that we would have been able to sell any subsequent purchaser a holiday irrespective of your cancellation in addition to your holiday.
Cancellation Period Balance due to us
More than 120 days pre-departure Loss of deposits
119 – 70 days 30% of holiday cost or the loss of the deposit, whichever is the greater sum
69 – 42 days 50% of holiday cost or the loss of deposit, whichever is the greater sum.
41 – 14 days 80% of holiday cost
Less than 14 days The full holiday cost (including extras)
(b) Any cancellation must be notified to us in writing at the address stated in clause 1 above and the date of cancellation will be deemed to be 2 days after the date of the post mark on your letter of cancellation. Telephone cancellations are not accepted.
(c) You may request that changes be made to your holiday at any time. We will try our best to accommodate such requests but cannot guarantee that we will be able to do so. Requests for changes should be made in writing by the person who signed the booking form.
(d) If we are not able to accommodate a request for changes the holiday contract remains in place unless and until cancelled by you.
(e) If we are able to accommodate the requested changes we will notify you by sending you an amended Confirmation Invoice and the holiday will be priced as of the date of the amended Confirmation Invoice which will be substituted for that referred to in clause 1 above. However, cancellation charges are to be calculated from the date of the original Confirmation Invoice.
(f) The changing of names or other details on booking forms and contracts causes inconvenience and often gives rise to additional charges being incurred by us (e.g. in the changing of ticketing and accommodation details). In the event that a change is requested by you and we are able to accommodate that change it is agreed that an administrative charge of £30 per change is reasonable.
(g) Special rules apply to the cancellation of extras such as pre-paid equipment hire, ski lessons & lift passes. Any cancellation of extras within 14 days of departure is subject to a 100% charge. Cancellation between 14 & 28 days pre-departure is subject to a 30% charge. Refunds are not available in respect of extras that are booked but not used.
6. OUR LIABILITY (a) Subject to clause 9 below we accept liability (including liability for injury, illness and death) only for the proper performance of your holiday contract.
(b) Proper performance of your holiday contract means that the facilities and services itemized on your confirmation invoice are provided with reasonable skill and care.
(c) The standard of reasonable skill and care is the standard applicable in the place where the holiday takes place and where you are not able to show that the standard of facilities or services falls below the level required by local regulations, custom and practice you accept that there has been no failure to comply with that local standard.
(d) Standards of accommodation, facilities and safety in general are invariably different and often lower abroad than they are in the UK. It is the standard prevailing at the place where the holiday takes place that is the measure of reasonable care for an Alpine Elements holiday.
(e)We are responsible for making sure that each part of the holiday you book with us which is itemised in the confirmation invoice is provided to a reasonable standard and as was advertised by us (or as changed and accepted by you). If any part of the holiday itemised in the confirmation invoice is not provided as described and this spoils your holiday, we will pay you appropriate compensation (subject to paragraphs 6(f), 6(g) and 6(h) of the terms and conditions).
(f) We have no liability in respect of anything that happens (including injury, illness or death unless in these instances the cause is the direct negligence of Alpine Elements or its employees) outside the scope of this holiday contract and in particular there is no liability under this contract for accidents or complaints arising out of the performance of excursions or activities that do not form part of the pre-arranged holiday you book in the UK before your departure. We are not liable for the standards of public services provided by or for municipal, state or other government authorities in the place where the holiday takes place.
(g) Even where liability might otherwise arise it is accepted that there is none where the cause of the injury, illness, death or other loss and/or damage is the result of any customer’s own fault; the fault of some person unconnected with the provision of the facilities and services within the scope of this contract or arises due to unusual and unforeseeable circumstances beyond our control the consequences of which could not have been avoided even if reasonable care had been exercised or an event which we or our suppliers or subcontractors could not have foreseen or forestalled even with the exercise of reasonable care.
(h) Unless caused by our direct negligence we do not accept liability for any loss or damage to any sports or other equipment of any kind including (but not limited to) skis, snowboards and bicycles. Care of all equipment (including anti-theft and anti-vandalism precautions) is your responsibility.
(i) Equipment to hire, use or borrow is subject always to availability. Equipment can become unavailable at short notice due to breakages, maintenance requirements and fluctuation in demand. It is not possible for us to guarantee the availability of specific equipment for hire in advance of your arrival in resort.
7. LIMITATION OF LIABILITY (a) Except where personal injury or death results the maximum limit of our liability for failing to properly perform your holiday contract (including negligent and deliberate failures on the part of ourselves, our servants, agents, suppliers and subcontractors) is twice the total base holiday cost as set out on the confirmation invoice (i.e. the cost excluding any ski-passes, insurance and other extras).
(b) In the event that any claim arises to which an international transport convention applies (such as but not limited to the Montreal Convention in respect of travel by air and the Athens Convention in respect of travel by sea) the amount of compensation payable by us is limited in all circumstances to the limits permitted to the relevant carriers under such transport conventions.
(c) When you travel by air or by sea, your journey may be subject to international transport conventions such as (but not limited to) those mentioned above. You agree that the transport company's own 'Conditions of Carriage' will apply to you on any relevant journey. When arranging this transportation for you, we rely on the terms and conditions contained within these international conventions and those 'Conditions of Carriage'. You acknowledge that all of these terms and conditions form part of your contract with us as well as with the transport company. You can ask us or the travel agent booking your holiday to provide you with a copy of any of the conditions applicable to your journey. We will tell you the identity of your air carrier when you book with us and if it is not known at that time or subsequently changes we will inform you as soon as possible and no later than at check-in for your flight (or boarding if it is a connecting flight without check-in).
(d) As tour operators we are not responsible for compensation payments under the Denied Boarding Compensation Regulations.
(e)Flight timings are set by airlines and are also subject to local air traffic control and government restrictions. Flights and all other transport arrangements are subject to weather conditions, maintenance of the means of transport, local security arrangements and other factors including the ability of passengers to check-in on time. All times are therefore estimates and we and our suppliers do not guarantee that any transport will depart or arrive as scheduled. We do not have any liability to you for any delay which may arise as a result of schedule alterations.
(f) In certain circumstances you may have the right to receive subsistence, accommodation costs or compensation from the airline in the event that your flight is delayed or cancelled or you are denied boarding. As tour operators we are not responsible to you for any of these payments. Details of your rights are publicised at airports within the EU and are also available directly from the airlines affected.
8. BEHAVIOUR - DAMAGEYou agree on your own behalf and on behalf of all persons named on the booking form that:
(a) Every such person will at all times and for all purposes relevant to your holiday arrangements act with reasonable care and refrain from all forms of anti-social behaviour.
(b) You will indemnify and keep indemnified Alpine Elements against all claims, liabilities, loss, damage, expense, interest and costs whether direct or indirect that Alpine Elements may suffer or incur as a result of entering into his holiday contract with you or as a result of you occupying the holiday accommodation, including (but not limited to) any damage to the accommodation, its fixtures & fittings & contents.
(c)You are responsible for the behaviour of all children under the age of 18 named on your booking form. In the event that we, or any of our suppliers believes that a child in your party is acting in a manner which could upset, annoy, disturb or put at risk any other passenger, customer, supplier or member of staff, we may, in our complete discretion terminate your holiday in accordance with clause 8(d), alternatively, impose terms or limits on members of your party from participating in activities or use of facilities, whether provided by us, our suppliers or third parties.
(d) In the event of us having reasonable cause to believe that there has been any anti-social behaviour on the part of any person named on the confirmation invoice we have the unfettered right to terminate all further performance of this contract, including your right to remain in any accommodation and to return flights and we shall have no liability whatsoever to pay compensation or make any refunds or make alternative accommodation or transport arrangements.
(e) You agree that any accommodation provided pursuant to this contract is only for the use and enjoyment of the persons named on the confirmation invoice. You may not allow any other person to stay there.
(f) Alpine Elements and the owners and managers of the accommodation in which you stay have the right to enter any holiday accommodation at such times and for such purposes (including but not limited to inspection, cleaning & repairs) as may be reasonable in the circumstances
9. AGENCY AND NON-PACKAGE ARRANGEMENTS (a) If you book arrangements, excursions or activities that are not itemized in your Confirmation Invoice those arrangements, excursions and activities (“additional activities”) do not form part of this contract.
(b) Any contract you make for additional activities is a separate contract made between you and the other party to that contract (the additional activities contract).
(c) Alpine Elements as agent may be able to help you make arrangements for additional activities either before or after your departure or you may discover information about them whilst staying in accommodation or enjoying services or facilities forming part of this contract. However, in these circumstances Alpine Elements is not (unless the contrary expressly appears from the contract for the provision of additional activities) the other party to the additional activities contract and is not liable for any services or facilities provided pursuant to the additional activities contract neither does Alpine Elements accept any responsibility for the contents of any information given about such additional activities or the quality or sufficiency of any services or facilities delivered or offered as part of an additional activities contract.
(d) A contract for additional activities (other than where Alpine Elements is the other party thereto) will be governed by the law of the place where the contract is made and be subject to the jurisdiction of the courts of the place where the additional activities are undertaken.
(e) In the event that Alpine Elements is the other party to the additional activities contract these terms and conditions shall apply to the additional activities in the same way as they apply to the contract for the provision of the facilities and services itemized in the confirmation invoice.
10. COMPLAINTS (a) In the unlikely event that you have a complaint about the facilities and services forming part of this contract you must tell us soon as possible whilst you are still on holiday & complete a customer service form so that we may assess your complaint and take such action to address it as is justifiable in all the circumstances. If you fail to follow this simple procedure we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract.
(b) In addition you must put any complaint in writing as soon as you return home and in any event so that it reaches us within 28 days of your return so that we might be in a position to make reasonable enquiries about it.
(c) Because it is difficult for us to investigate complaints after the passage of time you agree that in all cases (except only those involving personal injury or death) where a complaint is not received in writing at the address in clause 1 within 28 days beginning on the day of your return to the UK, Alpine Elements shall not be liable to pay any compensation in respect of such complaint.
11. TAKE CONTROLIt is your responsibility not ours:
(a) to check that tickets, vouchers and travellers match and that every person on the booking form has appropriate travel documentation (including valid passports & visas), photo-identification and insurance so that each person on the booking form is entitled to enter the country where the holiday is to take place;
(b) to check that the details on the Confirmation Invoice (including any extras such as ski lift passes & ski lessons) reflect what you wanted to book;
(c) to ensure that everyone is at the right airport in time to check-in and that transfer transport used from airport to accommodation and back will arrive in sufficient time;
(d) to look after your own baggage & equipment & ensure that you are carrying no more than the permitted allowance;
(e) to take care of the accommodation in which you stay and any equipment you hire or borrow during your holiday and in particular to take reasonable care to avoid being the cause of any accident during the course of your holiday activities;
(f) to ensure that any equipment you use whether hired, borrowed or your own (irrespective of whether it is supplied as part of this contract) is suitable and sufficient for your purposes. In hiring, lending or allowing you to use equipment we and our suppliers do not take any responsibility to assess your experience, ability or suitability to use the equipment or to advise you whether the equipment is suitable or appropriate for you or your needs. It is also your responsibility to ensure that equipment is in good condition & working order and to report any concerns you have about any malfunction or fault immediately to the supplier;
(g) you are responsible for any damage to or theft or loss of any equipment hired or borrowed during your holiday as well as damage you cause to other persons or their property or equipment and you will indemnify Alpine Elements against all claims, liabilities, loss, damage, expense, interest and costs whether direct or indirect that Alpine Elements may suffer or incur as a result of you or any person on the booking form causing injury, loss or damage to other persons or property.
(h) It is a condition of hiring, borrowing or use of any equipment during your holiday that you carry adequate insurance cover against the risk that as a result of your use of equipment you cause damage either to the equipment or to other persons and/or their property. Please see Clause 3 for further details regarding insurance.
(i) to provide us with your detailed and accurate contact information so that we can keep you informed about your holiday plans;
(j) to make your room allocation requests or preferences clear to reduce the risk of errors;
(k) to provide clear and detailed information to us if any child undertaking any of our holiday activities suffers form any allergy , illness or disability;
(l) to recognise that many holiday activities are vigorous & adventurous and/or involve some incidental risk of injury & it is your responsibility to ensure that you have the required level of fitness and skill to participate in such activities. In particular if you are travelling with children they remain your responsibility and you should exercise care in deciding whether your children are capable or undertaking the activities that are selected for or by them. Our local staff and suppliers are not teachers or child minders and are not to be considered in loco parentis;
(m) to inform any guide, supervisor , representative or instructor immediately in the event that you consider any activity to be unsafe or inappropriate for yourself or any other person participating.
(n) to behave responsibly when participating in sailing and other water sports activities. Whilst support boats are often available for teaching, training and general assistance for participants in water sports and sailing, they are not a rescue or emergency service and are not always crewed by qualified instructors or rescuers. We and our suppliers are not responsible to provide emergency or rescue services to you whilst participating in sailing or water sports.
12. LAW AND JURISDICTION (a) This contract is governed by the law of England and Wales.
(b) The Courts of England and Wales shall have exclusive jurisdiction in respect of all claims and disputes or whatever nature arising out of the provision of the contract facilities and services and the interpretation of this contract.
(c) Clause (b) above shall not apply in the case of customers who are domiciled in Scotland and Northern Ireland who may elect to bring proceedings in the courts of the country of their own domicile.
13. YOUR FINANCIAL PROTECTIONFor flight-based holidays, this is through our Air Travel Organiser’s Licence number 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.