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Terms and Conditions

Child Passengers (11 years and younger)
Adult Passengers
Ski Vertigo: Booking Terms & Conditions
The following Booking Conditions together with our Privacy Policy and where your holiday is booked via our website, our website terms and conditions of use, together with any other written information we brought to your attention before we confirmed your booking set out the details of your booking with Ski Famille Ltd, with registered office of Pearson Court, 1 Kings Road, Fleet, Hampshire, GU51 3DL (“we”, “us”, “our”) and company registration number 02099287. Please read them carefully as they set out our respective rights and obligations. 
In these Booking Conditions, “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. 
By making a booking, the first named person on the booking (the party leader) agrees on their own behalf and on behalf of any additional persons detailed on the booking that:
  1. he/she has read these Booking Conditions and has the authority to and does agree to be bound by them;
  2. he/she consents to our use of information in accordance with our Privacy Policy;
  3. he/she is over 18 years of age and resident in the United Kingdom (if you are not a resident of the United Kingdom, you must advise us prior to booking) and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services; and 
  4. he/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
PLEASE NOTE: Our obligations to you will vary depending upon whether we act as a Package Organiser in the sale of a Package holiday, as a Principal in the sale of single-element bookings (such as accommodation only bookings) or as an agent to help you to arrange holiday products sold by a third party tour operator/supplier (“Supplier/Principal”), such as ski packs; our differing obligations are set out below, in four separate sections: 
  • Section A contains the conditions that will apply to all bookings. 
  • Section B contains the conditions that  will apply when you make a booking with us where we act as the package organiser. 
  • Section C contains the conditions that will apply where you make a single-element booking with us, where we are acting as Principal. 
  • Section D contains the conditions that apply to agency bookings.
Unless these Booking Conditions state otherwise, any reference to European Union law and/or international Conventions in these Booking Conditions that is directly applicable or directly effective in the United Kingdom is a reference to how it applies in England and Wales. This includes where the law has been retained, amended, extended, re-enacted and/or given effect on or after 11pm on 31st January 2020 (including the transition period). 
The UK has ceased to be a Member State of the European Union because of Brexit. 
This may mean that there is an introduction of new laws, or existing laws ceasing to apply. This may restrict or prevent our ability to provide some elements of your booked travel arrangements. In the event of changes in the law due to Brexit preventing us from providing booked products and services we will endeavour to provide suitable alternative products and services. Should this prove impossible we will offer a partial refund for specific elements of your arrangements that we are unable to provide. Full details of the value attributed to at risk products and services are available on request.
This section applies to all bookings. Please read this section in conjunction with the relevant additional Section set out below in these Booking Conditions.
1. Making your booking
Bookings can be made by telephoning us on 01252 365 495. The payments referred to in clause 3 below must be paid at the time of booking. Once we have received your booking and all appropriate payments, we will, subject to availability, confirm your holiday by issuing a booking confirmation and invoice to the party leader; either directly from us or on behalf of the Supplier/Principal  as applicable.
If your confirmed arrangements include a flight, we (or if you booked via an authorised agent of ours, that agent) will issue you with an ATOL Certificate and a confirmation.
The confirmation invoice and ATOL Certificate will be sent by email unless you have requested a postal confirmation. The party leader is responsible for ensuring that all addresses (including email) and contact details given to us are correct. The party leader is also responsible for regularly checking emails at the email address given to us. Please check the confirmation letter, invoice and ATOL Certificate and any other document you receive from us carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation letter or invoice or any other document appears to be incorrect or incomplete as it may not be possible to make changes later.
We do not accept any liability if we are not notified of any inaccuracies in any document within ten days of our sending it out (five days for tickets). We will do our best to rectify any mistake notified to us outside these time limits but you must meet any costs involved in doing so. If you wish to, you may contact us by e-mail for any of the reasons mentioned in these Booking Conditions (for example, to request an amendment) providing you do so to holidays@skivertigo.co.uk.
Any money paid to an authorised agent of ours in respect of a booking covered by our ATOL is held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust at all times, but subject to the agent’s obligation to pay it to us for so long as we do not fail financially. If we do fail financially, any money held at that time by the agent or subsequently accepted from the consumer by the agent, is and continues to be held by that agent on behalf of and for the benefit of the Trustees of the Air Travel Trust without any obligation to pay that money to us.
2. The contract
A binding contract between you and us (where we are the Principal or Package Organiser) or between you and the ski pack provider or other Supplier/Principal (where we are acting as an agent) comes into existence when we dispatch our booking confirmation and invoice to the party leader.
We both agree that English Law (and no other) will apply to this contract and to any dispute, claim or other matter of any description which arises between us (except as set out below). We both also agree that any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between us must be dealt with by the Courts of England and Wales only.
Because our holidays go on sale well in advance of the ski season, not all contracts for accommodation, flights and other travel services will have been finalised at the time of booking. If, when these contracts are finalised, there is any change to your holiday arrangements (where such arrangements are sold by us as Principal or as part of a Package) which we regard as significant, we will notify you of this in accordance with Section 8 of these Booking Conditions.
3. Payment
A deposit of £175 per person, along with the supplement applicable to any scheduled flights, rail tickets or other travel arrangements bought in from third party suppliers, must be made at the time of booking.
The balance of the holiday price must be received by us not less than 10 weeks before the date your arrangements are due to commence. This date will be specified on the confirmation letter/invoice. A reminder will be sent prior to the balance due date.
For bookings made within 10 weeks of the date your arrangements are due to commence, full payment is required at the time of booking.
If all payments are not received in full and on time (including any surcharge where applicable), we (or, where we are acting as an agent, the Supplier/Principal of your chosen arrangements) are entitled to assume that you wish to cancel your booking. In this case, we (or the Supplier/Principal) will be entitled to keep all deposits paid or due at that date. If we (or the supplier) do not cancel straight away because you have promised to make payment, you must pay the cancellation charges shown in these Booking Conditions depending on the date we reasonably treat your booking as cancelled. We reserve the right to charge an administration fee of £75 for all balance payments paid more than five working days after the due date.
You may pay by cheque (UK bank or building society), Sterling banker’s draft, in cash (Sterling) at our offices or by most credit/charge/debit cards. We are unable to accept American Express cards. If any cheque is dishonoured, we reserve the right to charge £15 to cover our administration costs.
4. Accuracy
We endeavour to ensure that all of the information and prices both on our website and in any advertising material that we issue are accurate; however, occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. We also reserve the right to correct errors in both advertised and confirmed prices. You must check the current price and all other details relating to the course or arrangements that you wish to book before you make your booking.
Where you have booked a Package, additional terms and conditions apply. Please see clause 21 for further information.
5. Insurance
It is a condition of booking either with Ski Famille Ltd or the Supplier/Principal of your chosen arrangements (where we are acting as an agent) that you are adequately insured for your holiday. Our recommended policy can be accessed via this link https://retail.mpibrokers.com/skifamille and covers all, in our view, that is required for your ski holiday including piste closure. 
It is a condition of your booking and your responsibility to ensure that you have sufficient and valid travel insurance to cover your booking with us.  We reserve the right to decline your booking if adequate proof of such current and valid travel insurance is not provided to us if requested. Please note that we do not check individual policies for suitability. 
Your insurance must, as a minimum, provide cover as shown by our recommended policy including but not limited to pre-existing medical conditions, medical expenses, repatriation in the the event of accident or illness, cancellation by you for any reason, cancellation charges, loss of luggage.Details of this cover are shown on our website. No liability will be accepted for anyone travelling without proper insurance. The policy does not cover non-UK residents. Insurance policies specify the amounts covered in the event of any loss or damage and most do not cover mobile telephones or laptops and some may have exclusions for certain “extreme” sports. We suggest you check the limits of cover of your chosen policy. It is your responsibility to ensure that the insurance fully covers all your personal requirements. Ski Famille Ltd take no responsibility for any costs incurred by you for whatever reason, which would have been covered by our recommended travel insurance policy. 
If you have any questions, these should be raised with your travel insurance provider.  
Where necessary, your insurance policy must include provisions covering you for certain situations and requirements as a result of an epidemic or pandemic, including, but not limited to,:
  1. medical / health cover due to the uncertainty of Brexit and the possibility that your European Health Insurance Card (EHIC) will become invalid;
  2. where you have been diagnosed with Covid-19 and/or any new strain of the coronavirus before departure and are no longer able to travel;
  3. where you have been in contact with someone that has been diagnosed with Covid-19 and/or any new strain of the coronavirus and need to self-isolate;
  4. where you have been contacted by the UK NHS Test and Trace (or your national or local test and trace systems) and you are required to self-isolate;
  5. you have been diagnosed during your tour, or have otherwise come in contact with someone who has been diagnosed with, Covid-19 and/or any new strain of the coronavirus and you are now required to self-isolate. Your insurance policy should cover you for repatriation where necessary, emergency medical expenses abroad and additional costs of accommodation and/or transport if you need to self-isolate whilst abroad;
  6. you live in a place that has imposed lockdown and/or quarantine restrictions; and
  7. the hotel or destination you are travelling to have imposed lockdown and/or quarantine restrictions.
6. Special requests
If you have a special request, please advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed in writing by us, all special requests are subject to availability. For your own protection, you should obtain confirmation in writing that a special request can be met (where it is possible to give this) if it is important to you.
7. Fitness to travel and medical conditions
We are not a specialist disabled holiday company but we will do our utmost to cater for any special requirements you may have. 
If you or any member of your party has any medical condition (including, but not limited to Covid-19 and/or any new strain of the coronavirus) or disability which may affect your holiday or has any special requirements as a result of any medical condition or disability (including any which affect the booking process), please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. In any event, you must give us full details in writing at the time of booking and whenever any change in the condition or disability occurs. You must also promptly advise us if any medical condition or disability which may affect your holiday develops after your booking has been confirmed. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking or the condition / disability develops after booking, cancel when we become aware of these details.
8. Behaviour
When you make a booking, you accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss (reasonably estimated if not precisely known) must be made direct to the accommodation owner or manager or other supplier or to us as soon as possible. If the actual cost of the loss or damage exceeds the amount paid where estimated, you must pay the difference once known. If the actual cost is less than the amount paid, the difference will be refunded. You will also be responsible for meeting any claims subsequently made against us and all costs incurred by us (including our own and the other party’s full legal costs) as a result of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises. 
We (and our suppliers) and the Supplier/Principal where we act as an agent, expect all guests to have consideration for other people and conduct themselves in an orderly and acceptable manner and not to disrupt the enjoyment of others.. If in our opinion or in the reasonable opinion of any other person in authority you or any member of your party behave in such a way as to cause or to be likely to cause distress, danger or annoyance to any third party (including other guests and staff) or damage to property, we reserve the right to terminate the holiday of the person concerned without notice. In this situation, our responsibilities towards that person (including any return transport arrangements) will immediately cease and we will not be responsible for meeting any costs or expenses they may incur as a result. We will not make any refunds or pay any compensation to the individual involved or to members of his/her party or associates wishing to curtail their holiday as a result.
9. Passport, visa and health requirements
It is your responsibility to check and fulfil the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.
British Citizens require a full ten year (five years for children) British passport for the holidays we offer. Details of the visa and health requirements for our holidays applicable to British citizens are shown under the ‘Useful Information’ section on our website.
If you or any member of your party is not a British citizen or holds a non British passport you must consult the relevant Embassy or Consulate for the passport and visa requirements applicable to you/that member of your party. A full British passport presently takes approximately 2 to 6 weeks to obtain. If you or any member of your party is 16 or over and hasn’t yet got a passport, our recommendation is that you should apply for one at least 6 weeks before your holiday. The UK Passport Service has to confirm your identity before issuing your first passport and will ask you to attend an interview in order to do this. Requirements may change and you should check the up-to-date position with the Passport Office/relevant Consulate/Embassy in good time before departure.
It is your responsibility to ensure you are aware of all recommended vaccinations and health precautions (including country requirements in relation to Covid-19 or any other epidemic, pandemic, plague or new strain of the coronavirus)  in good time before departure. Information on health is contained in the Department of Health leaflet T7 (Health Advice for Travellers) available from the Department of Health by telephone on 0870 1555455 or via its website www.dh.gov.uk and from most Post Offices.
For holidays in the EU / EEA you should obtain an EHIC (European Health Insurance Card) prior to departure from the Department of Health (see leaflet T7 and the website www.dh.gov.uk). Health requirements and recommendations may change and you must check the up to date position in good time before departure. For travel taking place on or after 1st January 2020, EHIC provisions may change and you are advised to check https://www.gov.uk/visit-europe-1-january-2021 and https://www.gov.uk/guidance/uk-residents-visiting-the-eueea-and-switzerland-healthcare for updates affecting your travel.
It is the party leader’s responsibility to ensure that all members of the party are in possession of all necessary travel and health documents before departure. All costs incurred in obtaining such documentation must be paid by you. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry all required documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly.
We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities. 
Please note: The impacts of Brexit may change your visa, ticket and health requirements. Third country nationals may require an airport transit visa when passing through EU Member States. You should check any impacts of Brexit on your travel, in advance of your departure, to ensure that you fulfil the requirements post-Brexit, including any passport validity requirements. The UK Government passport checker can be found here https://www.gov.uk/check-a-passport-travel-europe.
Epidemics/Pandemics/Plagues (including Covid-19): If applicable, before travelling you should ensure that your travel to and from your holiday destination is permitted by the relevant Governments. It is likely that Government advice will prevent you from travelling where you have symptoms of any epidemic, pandemic or plague (including but not limited to Covid-19). Please ensure that you have appropriate insurance to cover such circumstances. 
10. Complaints
Where we are acting as agents, the contract for your arrangements is between you and the supplier and any queries or concerns should be addressed to them. If you have a problem whilst abroad, this must be reported to the supplier or their local representative or agent immediately. If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.
If you wish to complain when you return home, write to the supplier. You will see the name and address plus contact details in any confirmation documents we send you. We will of course assist you with this if you wish – please contact us.
Where you have booked a Package holiday with us or a single-element booking where we are acting as Principal, and you have any queries or concerns, please inform us immediately by notifying our Resort Manager. By raising complaints early, they can often be dealt with quickly so the rest of the holiday can continue to your satisfaction. If you are still unhappy after your initial complaint, please ask to talk to the Operations Manager.
If your complaint is not resolved locally, please follow this up within 28 days of your return home by writing to us giving your booking reference and all other relevant information. It is strongly recommended that you communicate any complaint to the supplier of the services in question without delay whilst in resort. If you fail to follow this 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.
Please note that we do not offer an Alternative Dispute Resolution service. 
11. Force Majeure
Except where otherwise expressly stated in these Booking Conditions we (or the Supplier/Principal, where we are acting as an agent) will not be liable or pay you compensation if our contractual obligations to you are affected by Force Majeure Events. For the purpose of these Booking Conditions, this means any event beyond our, the Supplier/Principal or our/their supplier’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination epidemics, plagues or pandemics (including, but not limited to the ongoing effects of Covid-19 and/or any other strain of the coronavirus)  or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including any port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our or the supplier(s) concerned’s control.
Brexit Implications: please note that certain travel arrangements may be affected as a result of the United Kingdom’s decision to leave the European Union. This could include an unavailability of certain flight routes, access to certain ports and airports etc. Please rest assured that this is something we will continue to monitor and will advise our customers as soon as possible if we become aware of any confirmed bookings that will be affected. However, since this is something which is completely unprecedented and outside our or the Supplier/Principal’s control, any such changes would be treated as Force Majeure Events, and whilst we will endeavour to provide suitable alternative arrangements or refunds where possible, we or the Supplier/Principal will not be liable to pay you any compensation.12. Excursions
Excursions or other tours that you may choose to book or pay for whilst you are in resort are not part of your contracted arrangements with us. For any excursion or other tour that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.
13. Conditions of suppliers
Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from us or the supplier concerned.
14. Foreign office advice
The Foreign,Commonwealth and Development Office publishes regularly updated travel information on its website https://www.gov.uk/knowbeforeyougo which you are recommended to consult before booking and in good time before departure.
15. Important Information about flights and driving
All flight arrangements are made under our own Air Travel Organiser’s Licence number 10863. When you travel by air, land or on water, the relevant carrier’s Conditions of Carriage will apply to your journey, some of which may limit liability. All land and air travel arrangements, airlines, aircraft types, timings, flights etc and arrival airports are provisional until confirmed with your tickets and may change after this due to circumstances beyond our control. Airlines and/or airports and other such authorities may make decisions resulting in delays, diversions or rescheduling. Clearly this is not within our control and we cannot accept liability. In severe weather conditions or industrial action, we reserve the right to change airlines/aircraft and make any changes to your travel arrangements, to help us fulfil our obligation to get you to and from the resort or your UK departure airport. Any costs due to delays should be part of your travel delay insurance. For our inclusive charter flight your luggage allowance is 20 kgs per person. Ski and boot must be included in your allowance or ski carriage purchased separately. Luggage and sports equipment allowances vary for scheduled airlines and you will be given guidance at the point of booking. See (d) below.
(a) Flights: Pregnant women will be accepted without a medical certificate up to the end of the 27th week of pregnancy. A medical certificate will be required between 28 and 34 weeks of pregnancy. This must confirm the expected date of delivery and confirm fitness to fly. Expectant mothers will not be accepted after the 34th week of pregnancy. In the case of a multiple pregnancy the pregnancy should not be beyond the 32nd week at the time of the return inbound flight. Children under 2 years of age on the return date of travel must sit on a parent’s lap and are not entitled to a luggage allowance or catering. Civil Aviation Authority regulations are as follows “A child of 2 years or older on date of return travel must have its own air seat, and will otherwise be denied boarding by the airline”. Such a child must be booked and priced for the holiday.
(b) Seating families together cannot be guaranteed in all cases, particularly if you arrive later than confirmed by us, although check-in staff will do their very best. Our charter flights are operated on a ‘Buy-on-Board’ basis for snacks and drinks, but we cannot guarantee that this service will always be available. Services available on scheduled flights will vary depending on the carrier being used; please contact us if you require further details.
(c) If you require a seat on your flight for an infant (i.e. under 2 on the date of return travel) you will be charged the appropriate rate for a 2-4 year old.
(d) Delays and Diversions/Flight Changes: If there is a delay which is within the control of the airline for example, a mechanical or technical fault you should contact the airline who should be able to assist with refreshments. If the flight is delayed due to reasons such as weather conditions (either in the UK or overseas), industrial action, natural disasters, closure or congestion of airports, etc we regret that neither we nor the airline will be liable to provide meals, refreshments or overnight accommodation. This cost should be covered by your travel insurance. Ski Famille do not offer compensation for inconvenience or loss of holiday time caused by flight delays, flight diversions or curtailment regardless of how caused. Similarly it is not possible to obtain refunds for any unused accommodation or facilities or for losses, costs and expenses of other travel/accommodation arrangements outside of the package resulting from flight changes, delays or diversions, which should be claimed on your own insurance policy. Very rarely we may be forced by, for example, adverse weather conditions or road closures (not necessarily in your chosen resort) to make alternative arrangements for your outward and/or return journey.
(e) Carriage of skis/snowboards:
  • Charter Flights: Ski boots are carried as part of your luggage allowance. For carriage of skis and snowboards, please advise us at the time of booking your holiday if you need ski/snowboard carriage and the number of pairs of skis and snowboards you plan to carry. Pre-booked skis/snowboard carriage is £49 return per pair of skis however prices may change, the current price to be advised at the time of booking. Carriage of skis/snowboards at check-in at the airport without being shown as pre-booked on your confirmation invoice will not be guaranteed and, if carried, will carry a charge of £70 return per skis/snowboard and this is payable at the airport in cash before check-in. No liability is accepted by Ski Famille Ltd if you do not pre-book ski/snowboard carriage and the airline is unable to carry your equipment.
  • Scheduled Flights: Arrangements vary by airline and you may be required to log in to the airline’s own systems in order to purchase ski carriage directly. You will be advised of the correct procedure at the time of booking.
(f) Transfers: Please see our brochure or website for transfer times. These are approximate and do not include refreshment/toilet stops. The transfer times may be affected by weather, traffic and road conditions as well as delays during school holidays. Some roads may be closed due to snow, ice, roadworks and/or for the risk of avalanches. We ask for your understanding if we need to alter the timings of your homeward transfer to enable extra time to get to the airport if we become aware of heavy snow forecasts and/or increased holiday traffic. Many coaches do have WCs, however they are not always available for use, for a variety of reasons. European coaches do not always have fitted seat belts. On coaches infants under the age of 2 years on the return date of travel must sit on a parent’s lap. Coach companies will, wherever possible, try to drop you off directly outside your accommodation, but there may be times where, due to adverse weather conditions or circumstances beyond our control, this may not always be possible. We cannot accept liability for this and no compensation will be offered as a result of your having to walk some distance to your accommodation. At times there may be a wait for other flights to join your transfer to the resort, and transfers may sometimes involve a change of vehicle en route. Your return transfer coach may also have guests from more than one flight and this may affect your departure time from the resort. In the event of a flight diversion to an outbound flight for whatever reason, Ski Famille Ltd will endeavour to arrange coaches and staff to be at the alternative airport to meet you, but this cannot be guaranteed at short notice and we ask for your patience and understanding. If a diversion causes a delay at the arrival airport and/or a longer than advertised transfer to resort no liability will be accepted. Please note you are responsible for taking your luggage on and off the coaches at all times. If our staff help you in any way out of good faith you will still be responsible for your luggage at all times
(g) Independent Travel: You should plan to arrive at your accommodation after 2pm on arrival day and to leave by 10am on your day of departure. Parking spaces for self-drive guests are limited. Public parking in resorts is always subject to availability and will normally incur a charge which you pay locally. If arranging your own flights it will not be possible to join our transfer coaches unless otherwise indicated at the time of booking. You should be aware that it can be extremely expensive to arrange transfers by taxi from your arrival airport to the resort.
16. Availability of advertised facilities
We are unable to accept responsibility for facilities outside our control, in any circumstances for example hot tubs may occasionally be out of service due to issues beyond our control, such as weekly servicing and severe weather conditions. We will not be liable for any compensation for loss of any such facility beyond our control.
a. Wi-Fi: We do have free Wi-Fi in all of our chalets, however being up in the mountains our wifi speed is generally slower than you will be used to at home. This means streaming etc can be difficult. Sending and receiving emails and messages is usually fine as well as internet browsing.
The construction of many of our buildings also means that the Wi-Fi is generally limited to the living room areas. We are continuously investing in routers and boosters to improve the service, but sometimes you may experience intermittent service and this is beyond our control.
Where there is a fault or technical issue that impacts the availability of Wi-Fi no compensation will be paid. If top quality fast Wi-Fi is a must then please consider this before booking.
Your laptop or any other electrical equipment is your own responsibility at all times and must be covered on your own insurance; we accept no such liability for such equipment.
17. Resort building work
If we are made aware of any building works taking place that we feel will affect your enjoyment we will of course do our best to inform you. Obviously noise in built up areas is a fact of life now and we cannot be responsible for any noise in and around your chalet which is completely outside our control.
18. Chalets
(a) Catering: Breakfast is available from 8am – 9am and typically includes fruit juice, cereals, bread, croissants, jam etc, tea and coffee (milk will be UHT). Afternoon tea is usually cake, tea and coffee. Evening meals are served at approximately 7.30pm, 6 nights a week (allowing one night off for staff). This will include an aperitif, 3-course meal, coffee and complimentary wine. 
Please note that there is no separate children’s dinner in our Ski Vertigo chalets – everyone eats together at the same time.
(b) Special Diets or Meals: Vegetarian meals can be served at no extra cost but  must be reserved at the time of booking and not later than four weeks before departure. Other special diets (vegan, gluten free, dairy free, or wheat free) can be provided – again this must be confirmed to us at the time of booking at a charge of £49 per person. All dietary requirements or allergies must be confirmed at the time of booking or in writing not later than four weeks before departure. 
Our staff will do their best to cater for special diets/meals/requests however we cannot be responsible for any issues arising from such diets/meals/requests. If special diets/meals/requests are not pre-booked then the charge in resort will be €70 per person to facilitate them.
We cannot cater for Halal or Kosher diets.
Oat Milk can be provided at no extra charge if requested at least 3 weeks prior to arrival. Failure to request 3 weeks or more will result in a charge of €15 per person. Other Milks (Goat, Sheep, Nut, Soy) can be provided for an extra charge of €5 per person if requested at least 3 weeks prior to arrival. Failure to request 3 weeks or more will result in a charge of €25 per person.
Allergen Information: 
Our menu contains the following allergens: Red Meat, Fish, Dairy, Nuts, & Gluten.
Additionally, some foods are prepared on-site in a domestic kitchen environment by our staff. Therefore, we cannot guarantee a completely allergen-free chalet for any of the previously mentioned allergens. Despite our high standards in cleaning and decontamination, the chalet kitchens may contain traces of these allergens. Guests with severe allergies should bring necessary medication as a precaution.
Some dishes are pre-prepared in our centralised prep kitchen and may contain Onion, Garlic, Tomato and Nightshades.  As well as the aforementioned allergens, unless specified on the packaging, we cannot guarantee ‘free from’ foods.
(c) Extreme Food Allergy: We are unable to accept any responsibility for extreme allergies within a chalet environment or on your holiday in general.
(d) Exclusive Use/Under Occupying a Chalet: Should you wish to occupy a complete chalet for your family or group without filling all the beds (for example the chalet sleeps 12 and you only have 10 guests) there will be an under occupancy charge calculated on the following basis:
% off Adult price
Infants in cots do not count towards occupancy levels. If there is a cancellation within your group and you cannot fill the space no refund will be given.
(e) All of our properties and the facilities within each property are unique. Bedroom and communal area sizes vary, and bathroom facilities vary from room to room.  Some chalet bedrooms have sloping ceilings/mansard roofs, which may not be suitable for adults/taller people. Please check with our reservations team about the specifics of your chalet, and please ensure you discuss the allocation of bedrooms to your party in advance of your arrival as it may not be possible to make any changes upon arrival.
(f) Suitable Chalet Footwear: With the constant movement in and out of chalets please bring slippers for all the family leaving snowy/wet boots in the boot room.
(g) Balconies: We do not guarantee a specific view or aspect when advertising balconies even if a supplement is paid. The balconies will be shared or private.
(h) Staff/Cleaning/Hygiene: All our staff are trained in cleaning and hygiene during our intensive training course. Our catering staff are also trained in the same way. Our managers regularly check the cleanliness and hygiene of each chalet. If you are not happy please advise your Resort Manager immediately.  Our staff will comply with all Covid-19 requirements as set out in the relevant country, however, due to the nature and spread of Covid-19, our staff are unable to guarantee that you will not contract Covid-19 during your holiday. You must acknowledge before making a booking with us, that all travel and travel arrangements are booked at your own risk, in relation to Covid-19 and/or any new strain of the coronavirus. 
(i) No Smoking Zone: We adopt a strict no smoking policy in and around our chalets.
(j) TV’s/DVD’s: All our chalets offer TV’s and DVD players (not Sky) so please bring your own DVD’s. If TV’s/DVD’s become inoperable during your stay we cannot always obtain replacements. Therefore no guarantee is offered for this service and no compensation will be payable.
(k) Security: Our chalets do not have safes for guest’s valuables and generally chalets are not locked during the day or at night. It is also often the case that bedrooms do not have locks on them. We cannot be held responsible for any damage, loss or theft for any valuables or item in the chalet. All your personal items are your responsibility.
19. Children’s information
(a) All childcare and ski lessons must be booked at the time of your original reservation. Adding later may mean childcare or ski lessons are unavailable particularly in high season i.e. Christmas, New Year, Half Term and Easter. Any childcare arranged locally will be charged accordingly and will be higher than booking in advance in the UK. The ages you give to us should always be based on the actual age on or during the holiday you have booked. For example a child who has his or her 2nd birthday during the holiday requires a flight and coach seat and will be charged accordingly. Please note no refunds will be made should you not use any of the childcare. If there are any medical conditions relevant to your child or they need medication you must advise us at the time of booking. We accept no responsibility for any child with a pre-holiday condition and reserve the right to refuse the booking. 
Please note that we do not offer any in-chalet childcare/nanny services or ski school drop off and pick up services in our Ski Vertigo programme.
20. Snow conditions
All our resorts are selected due to a very good snow record and or have access to a larger, higher ski area. Obviously we cannot guarantee snow or piste/lifts closure however combined with our recommended ski insurance which includes piste closure cover due to lack of snow (see clause 5) we believe this gives some peace of mind. Clearly snow conditions change rapidly and will not be accepted as a valid reason to cancel your booking with us. However if snow conditions are poor and the ski school and/or ski lift company decide you are unable to ski we will help to transport you to another ski area and your insurance will need to cover any extra costs you may incur.
This section only applies to Package Holidays booked with us as Organiser. Please read this section in conjunction with Section A of these Booking Conditions.
  1. Definition of Package
Where your booking is for a Package holiday that we have organised, as defined below, we will act as a “Package Organiser” and you will receive the rights and benefits under the Package Travel and Linked Travel Arrangements Regulations 2018 (“PTRs”), as outlined in this Section B of our Booking Terms and Conditions.
A “Package” exists if you book a combination of at least two different types of the following separate travel services, for the purpose of the same trip or holiday: 
  1. transport; or
  2. accommodation; or
  3. rental of cars, motor vehicles or motorcycles (in certain circumstances); and
  4. any other tourist service not intrinsically part of one of the above travel services,
provided that those travel services are purchased together from a single visit to our website and selected by you before you agree to pay; or are advertised, sold or charged at an inclusive or total price; or advertised or sold under the term “Package” or a similar term. 
IMPORTANT NOTE: where you have made a booking which consists of not more than one type of travel service as listed at (a) – (c) above, combined with one or more tourist services as listed at (d) above, this will not create a Package where the tourist services:
  • do not account for 25% of the value of the combination and are not advertised as, and do not otherwise represent, an essential feature of the Package; or
  • are selected and purchased after the performance of the transport, accommodation or car rental has started. 
These bookings will be treated as “Single Service” bookings and will not be afforded the benefit of the rights under the PTRs. Please see Section C of these Booking Terms and Conditions for the terms applicable to such arrangements.
We occasionally sell Packages that are not organised by ourselves but by a third party Supplier/Principal, which we sell as an agent on the Supplier/Principal’s behalf. We will advise you where this is the case prior to you placing your booking. For such sales, this Section B will not apply, please refer to Section D instead.
  1. The cost of your holiday arrangements
We reserve the right to increase or decrease and correct errors in the prices of unsold arrangements at any time before your booking is confirmed. We will advise you of the applicable price at the time of booking, under occupancy charges may apply (see clause 18 (d)) if you are not utilising all beds in a room or chalet. The FREE child places and discounts advertised in our brochure and online are strictly limited and can be withdrawn at any time. Free places apply always to the youngest child in that room, and are restricted to one per two full-paying adult guests.
The price of your travel arrangements has been calculated using exchange rates calculated on an ongoing basis in relation to the following currencies: Sterling (£), Euros (€) and US dollars ($).
Once the price of your chosen holiday has been confirmed at the time of booking, we reserve the right to amend the price of unsold holidays at any time and correct errors in the prices of confirmed holidays. We also reserve the right to increase the price of confirmed holidays solely to allow for increases which are a direct consequence of changes in:
  1. the price of the carriage of passengers resulting from the cost of fuel or other power sources; 
  2. the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes.
  3. the exchange rates relevant to the Package. 
Such variations could include but are not limited to cost changes which are part of our contracts with transport providers.
You will be charged for the amount of any increase in accordance with this clause. However, if this means that you have to pay an increase of more than 8% of the price of your confirmed holiday (excluding any insurance premiums, amendment charges and/or additional services or 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 lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. 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 the price of your holiday go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of £10. 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.
  1. There will be no change made to the price of your confirmed Package holiday within 20 days of your departure nor will refunds be paid during this period. 
  1. Cutting your Package holiday short 
If you are forced to return home early, we cannot refund the cost of any travel arrangements you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.
25. Changes by you to your package holiday
Changes to bookings:
Should you wish to make any changes to your arrangements after they have been confirmed, you must advise us in writing as soon as possible. This should be done by the first named person on the booking.  Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. Where the change can be made you must pay our amendment fee of £75 per person together with all costs or charges incurred or imposed by any supplier before the change can be made. Please note: A change of outward and/or return date of holiday will be treated as cancellation and re-booking. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you –  the cancellation charges set out in Clause 24 will apply.
Transfer of bookings:
Usually you may transfer your booking to someone else introduced by you providing you notify us not less than two weeks before the date your arrangements are due to commence. 
If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, subject to the following conditions:
  1. that person is introduced by you and satisfies all the conditions applicable to the holiday;
  2. we are notified not less than 7 days before departure;
  3. you pay any outstanding balance payment, an amendment fee of £150 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and 
  4. the transferee agrees to these Booking Conditions and all other terms of the contract between us.
However to ensure we treat past clients fairly, we often keep a waiting list for places. If a waiting list exists for the week covered by your booking, you will not be able to transfer it to a person of your choice. Instead, the places will be offered to the next person on the list. Where you are able to transfer your booking the above charges must be paid before the transfer can be made. Any overdue balance payment must also be received. Any name changes at the point of departure (i.e. airport or on arrival in resort if making your own travel arrangements) will be charged at £150 per person. Name changes may not be possible on scheduled flights.
You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in clause 25 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.
Note: Certain arrangements may not be amended or transferred after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
26. Cancellation by you
If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. 
Should you or any member of your party need to cancel your chosen holiday once it has been confirmed, the party leader must immediately advise us in writing. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown in the table below. These charges are calculated from the date written notice of the cancellation is received by us and are shown as a percentage of the total price payable (excluding any amendment charges which are non refundable in the event of your cancellation).
Period before departure within which notice of Cancellation by you is received
Cancellation charge
70 days or more
Deposit (including any travel supplements)
28-69 days
60% of holiday cost
22-27 days
80% of holiday cost
0-21 days
100% of holiday cost
Departure date
100% of holiday cost
No show
100% of holiday cost
Please note that amendment charges are not refundable in any circumstances. 
Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy(see clause 5). Where any cancellation reduces the number of full paying party members below the number on which the price, number of free places and/ or any concessions agreed for your booking were based, we will recalculate these items and re-invoice you accordingly. See clause 24 “Changes by you” if any member(s) of your party are prevented from travelling.
Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.
Cancellation by you due to unavoidable & extraordinary circumstances:
You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation.  Please note that your right to cancel in these circumstances will only apply where the Foreign and Commonwealth and Development Office advises against travel to your destination or its immediate vicinity. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.
This clause 25 outlines the rights you have if you wish to cancel your Package booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
27. Changes by us to your Package holiday
We start planning the holidays we offer many months in advance. Occasionally, we have to make changes to and correct errors in our brochures and websites and other details both before and after bookings have been confirmed and cancel confirmed bookings.
Changes: If we make a minor change to your holiday, we will make reasonable efforts to inform you or your travel agent as soon as reasonably possible if there is time before your departure but we will have no liability to you. Examples of minor changes include change of accommodation to another of the same or higher standard.
Occasionally we may have to make a significant change to your confirmed arrangements. ”Examples of “significant changes” include the following, when made before departure:
  • A change of accommodation area for the whole or a significant part of your time away.
  • A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
  • A change of outward departure time or overall length of your arrangements of twelve or more hours.
  • A change of UK departure airport, except between: 
    • The London airports: Gatwick, Heathrow, Luton, Stansted, London City and Southend 
    • The South Coast airports: Southampton, Bournemouth and Exeter
    • The South Western airports: Cardiff and Bristol 
    • The Midlands airports: Birmingham, East Midlands and Doncaster Sheffield
    • The Northern airports: Liverpool, Manchester and Leeds Bradford 
    • The North Eastern airports: Newcastle and Teesside 
    • The Scottish airports: Edinburgh, Glasgow, Prestwick and Aberdeen
  • A significant change to your itinerary, missing out one or more destinations entirely.
Cancellation: We will not cancel your travel arrangements less than 56 days before your departure date, except for reasons of force majeure or failure by you to pay the final balance. We may cancel your arrangements before this date if, e.g., the minimum number of clients required for a particular travel arrangement is not reached.
If we have to make a significant change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of:
  1. (for significant changes) accepting the changed arrangements;
  2. having a refund of all monies paid; or
  3. If available and where we offer one, accept an offer of alternative travel arrangements of comparable standard from us (we will refund any price difference if the alternative is of a lower value).
You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again we will assume that you have chosen to accept the change or alternative booking arrangements.
Compensation: In addition to a full refund of all monies paid by you, we will pay you compensation as detailed below, in the following circumstances: 
  1. if, where we make a significant change, you do not accept the changed arrangements and cancel your booking;
  2. if we cancel your booking and no alternative arrangements are available and/or we do not offer one. 
The compensation that we offer does not exclude you from claiming more if you are entitled to do so.
Period before departure within which notice of Cancellation or major change is notified to you
Compensation payable per person booking
More than 57 days
56-29 days
28-15 days
14 days or less
IMPORTANT NOTE: We will not pay you compensation in the following circumstances:
  • where we make a minor change;
  • where we make a significant change or cancel your arrangements more than 56 days before departure;
  • Where we make a significant change and you accept those changed arrangements or you accept an offer of alternative travael arrangements;
  • where we have to cancel your arrangements as a result of your failure to make full payment on time;
  • where the change or cancellation by us arises out of alterations to the confirmed booking requested by you;
  • where we are forced to cancel or change your arrangements due to Force Majeure (see clause 11).
Please note: where arrangements with a higher price than the original arrangements booked are offered by us and accepted by you, the difference in price will be deducted from any compensation payable. In no case will we pay compensation if arrangements are offered by us and accepted by you with a higher price than that originally booked in the same location where no additional payment is made by you.
If we become unable to provide a significant proportion of the services that you have booked with us after you have departed, we will, if possible, make alternative arrangements for you at no extra charge and where those alternative arrangements are of a lower standard, provide you with an appropriate price reduction. .
28. Our Responsibilities to you in respect of Package holidays
(1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel and Linked Travel Arrangements Regulations 2018 (as amended) as set out below and as such, we are responsible for the proper provision of all travel services included in your Package, as set out in your confirmation invoice. Subject to these Booking Conditions, if we or our suppliers negligently perform or arrange the services which we are obliged to provide for you under our contract with you, as set out on your confirmation invoice, and we don’t remedy or resolve your complaint within a reasonable period of time, and this has affected the enjoyment of your Package holiday you may be entitled to an appropriate price reduction or  we will pay you reasonable compensation, or both. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in this Package. The level of such compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us
(2) We will not be responsible or pay you compensation for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:
  • the act(s) and/or omission(s) of the person(s) affected
  • or the act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable; or
  • unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
  • Force Majeure; or
  • an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.
(3) Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any skiing activity arranged by any other supplier who agrees to provide for you services or facilities we have not specifically arranged. Please also see clause 13 . In addition, regardless of any wording used by us on our website, in any advertising material or elsewhere, we only promise to use reasonable skill and care as set out above and we do not have any greater or different liability to you.
(4) The promises we make to you about the services we have agreed to provide or arrange as part of our contract – and the laws and regulations of the country in which your claim or complaint occurred – will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK.
(5) We limit the amount of compensation we may have to pay you if we are found liable under this clause:
(a) loss of and/or damage to any luggage or personal possessions and money,
The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.
(b) Claims not falling under (a) above and which don’t involve injury, illness or death
The maximum amount we will have to pay you in respect of these claims is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.
(c) Claims in respect of international travel by air, sea and rail, or any stay in a hotel
  1. i) Where applicable, the extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company’s own ‘Conditions of Carriage’ will apply to you on that journey. When arranging 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 the terms and conditions contained in those ‘Conditions of Carriage’ form part of your contract with us, as well as with the transport company and that those ‘Conditions of Carriage’ shall be deemed to be included by reference into this contract.
  2. ii) In any circumstances in which a carrier is liable to you by virtue of EC 261/2004 ( denied boarding and flight disruption), any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier.
iii) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.
(6) It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
(7) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to us or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require. 
(8) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description which: (1) on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which related to any business; or (3) indirect or consequential loss of any kind..
(9) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you. 
(10) Where it is impossible for you to return to your departure point as per the agreed return date of your Package, due to “unavoidable and extraordinary circumstances”, we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3 night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your holiday. For the purposes of this clause, “unavoidable and extraordinary circumstances” mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.
(11) You must provide ourselves and our insurers with all assistance we may reasonably require. You must also tell us and the supplier concerned about your claim or complaint as set out in clause 9. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.
29. Delays, missed transport arrangements and other travel Information
If you or any member of your party miss your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately.
Where applicable, under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. If the airline does not comply with these rules you should complain to the Civil Aviation Authority at www.caa.co.uk/passengers. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.
We cannot accept liability for any delay which is due to any of the reasons set out in clause 11 of these booking conditions (which includes the behaviour of any passenger(s) on any flight who, for example, fails to check in or board on time).
The carrier(s), flight timings and types of aircraft shown on our website and detailed on your confirmation invoice are for guidance only and are subject to alteration and confirmation. We shall inform you of the identity of the actual carrier(s) as soon as we become aware of it. The latest flight timings will be shown on your tickets which will be dispatched to you approximately two weeks before departure. You should check your tickets very carefully immediately on receipt to ensure you have the correct flight times. If flight times change after tickets have been dispatched we will contact you as soon as we can to let you know.
Please note the existence of a “Community list” (available for inspection at https://ec.europa.eu/transport/air-ban/list_en.htm) detailing air carriers that are subject to an operating ban with the EU Community.
Our website and advertising material is our responsibility. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.
The Package Travel and Linked Travel Arrangements Regulations 2018 provide that in the event that you experience difficulty on the occurrence of circumstances described in clauses 26 (5) (a) (b) (c) or (d) of these booking conditions, we will provide you with prompt assistance. Where you experience a delay which is not owing to any failure by us, our employees or subcontractors, this prompt assistance is likely to extend to providing help in locating refreshments, accommodation and communications but not paying for them. Any airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements.
30. Financial protection
We provide financial security for flight inclusive Packages, and ATOL protected flights. We do this by way of a bond held in favour of the Civil Aviation Authority under ATOL number 10863. 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. For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. ATOL protection extends primarily to Customers who book and pay in the United Kingdom.

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 reassigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
Where you book a Package with us that does not include a flight, the Package Travel and Linked Travel Arrangements Regulations 2018 require us to provide security for the monies that you pay for the package holiday booked from us and for your repatriation in the event of our insolvency. We provide this security by way of a bond held by ABTOT (number 5141).
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for Ski Famille, and in the event of their insolvency, protection is provided for the following:
  1. non-flight Packages and
    2. flight inclusive Packages that commence outside of the EU, which are sold to customers outside of the EU*.
* Please note that flight inclusive Packages that commence within the EU but outside of the UK will continue to be covered by ABTOT until the renewal of Ski Famille’s ATOL number 10863 in September 2018 in accordance with the transition period authorised by the Civil Aviation Authority.
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if you are abroad. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with Ski Famille.
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
This section applies to all single element bookings (i.e. accommodation only bookings) where your contract is with Ski Famille Ltd. You’ll know whether your contract is with us as it will be specified on your confirmation invoice. Please read this section in conjunction with Section A of these Booking Conditions.
31. Changes made by you
If you wish to change any part of your booked arrangements after our confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of an administration fee of £10 per person per change as well as any applicable rate changes or extra costs incurred as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable (see below).
Please note: Certain arrangements may not be amended, even to change a name, after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.
32. If you Cancel your booking
If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. We recommend that you use recorded delivery. Cancellation charges for the arrangements will be as follows:
Period before departure within which notice of Cancellation by you is received
Amount of cancellation charge
70 days or more
Deposit (including any travel supplements)
26-69 days
60% of cost of booking
22-27 days
80% of cost of booking
0-21 days
100% of cost of booking
Departure date
100% of cost of booking
No show
100% of cost of booking
33. If we change, curtail or cancel your booking
We may in exceptional circumstances, or in case of Force Majeure (see clause 11), be required to change or cancel your booking. Depending on the reason for this, and in order to be refunded all monies paid, you may be required to make a claim via your travel insurance policy. In which case, we will fully support your claim with invoices, certificates and any other official documentation required to faci