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Frequently Asked Questions

Below are some of the questions that we get asked throughout the year. If your question still isn't answered then please just lift the phone and call us on 01350 728869 or pop a little email over to sales@skieuropeonline.co.uk as we will be able to help you.

Who is Ski Europe Online?

Ski Europe Online is part of Stewart Travel (ABTA P6486) which is a trading name of Hays Travel Ltd and acts as an agent for fully bonded tour operators. Our objective is to listen to what our clients are looking for in a ski or snowboarding holiday and provide suitable options for them to book. We will also provide impartial and unbiased advice ensuring that they have the best options possible to book the perfect ski holiday. We have access to hundreds of ski holidays throughout the Alps. This then saves you the time and effort of searching through the internet as we will do the searching for you.

How do I make a booking?

Once you have found the property of your choice please either lift the phone and call us to book or click on the enquiry button on the property page.  We will then get back to you as soon as we can. To book we will need the relevant deposit, everyone’s names as per passports and your contact details. We can usually option the property for a couple of days should you need time to speak to all the members of your party. Balances are due 14 weeks before travel.

How do I pay?

Deposits are usually £150 to £175 per person. Deposits are taken up until 12 and 14 weeks before departure (depending on tour operator terms) and after this time we would require full payment. Payment can be made by writing a cheque made payable to Stewart Travel or we can take credit and debit cards. Credit cards carry a charge of 2.5% and there is a £0.50p for debit cards. We accept American Express for which there is a charge of 3%. If you pay by cheque we will need a credit card to hold the booking until the cheque clears.

How are you bonded?

ABTA

We are a member of ABTA, membership number P6486. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you an arbitration scheme for the resolution of disputes arising out of, or in connection with, any contract you have with us. The arbitration scheme is administered independently by CEDR Solve. It is a simple and inexpensive method of arbitration on documents alone with restricted liability on you for costs. The upper limit on claims is £5,000 per person and £25,000 per booking form. The scheme doesn't apply to claims which are solely in respect of physical injury or illness or their consequences. It can however deal with claims which include an element of minor injury or illness subject to a limit of £1,500 on the amount the arbitrator can award per person in respect of this element. Your request for arbitration must be received by ABTA within eighteen months of the date of return from holiday.

Book with Confidence. We are a Member of ABTA which means you have the benefit of ABTA's assistance and Code of Conduct. All the packages and flight –plus holidays we sell are covered by a scheme protecting your money if the supplier fails. Other services such as hotels or flights on their own may not be protected and you should ask us what protection is available

ATOL

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).

All the flights and flight-inclusive holidays on this website are financially protected by the ATOL scheme (ATOL: 10531). When you pay you will be supplied with an ATOL Certificate. Please ask for it and check to ensure that everything you booked (flights, hotels and other services) is listed on it. Please see our booking conditions for further information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate

When will I receive my tickets?

Most of the tour operators are ticketless now so you will receive an itinerary with your pre-departure information that you present at check in with your passport. This is usually sent out 2 weeks before departure.

I need to change a name on a booking?

If you need to make any changes or cancellations to a booking we will require notice of this in writing from you. The appropriate admin fees from the tour operator or airline will then apply. Please see their terms and conditions that you will have received at the time of your booking.

I need to cancel a booking?

If you need to cancel a booking we will need this in writing from you and the relevant cancellation fees from the tour operator will apply.

Can I book ski hire in advance?

Yes, please see the link to the left of our website with Ski Set.

Can I book lift passes and lessons in advance?

Most tour operators will be able to pre-book lift passes and lessons in advance so please call for the current prices.

How much is ski carriage?

This varies between airlines and operators but the average price to take a ski or board bag is about £35 per bag.

What is my baggage allowance?

The baggage allowance is usually 20kg on charter flights but please check your pre-departure information. Boot bags are usually included within this allowance

When is check in?

Check in is at least 2 hours before your flight is due to depart. Please allow plenty of time to get through security.

When do I pay the resort taxes?

The resort taxes are usually collected by your rep in resort. It is usually between £5 to £10 per person and payable in the local currency.

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