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Contents:
Money Matters
Photographs for Lift Passes
Tourist Tax
Equipment Hire, Lift Passes and Ski Lessons
Equipment Insurance
Chalet Information
Ski Holiday Insurance
Electricity
Telephones
Lost Property
Customer Feedback
Self Drive
Travelling by Air
Travelling by Train
Eurostar via Paris Snowtrain
Folkestone Snowtrain
Eurostar Direct Services
Emergency Contact Details
Passport and Visas
Final Check List
Important Contact Numbers This booklet contains essential information that you must read before departure.
Should you have any queries or require further information please do not hesitate to contact us on 01738 840 888 or use our website at www.skiactivity.com Money Matters
Our staff will either travel with you to your resort or meet you soon after you arrive. They will be able to organise your lift pass, ski school and ski hire for you and are able to take payment by credit card or Euros for all the above. There is no charge to pay with credit card. We accept traveller’s cheques, Visa and MasterCard (not American Express or Switch).
Cash Points: Many cash points will accept UK cash point cards (please check with your bank) as well as credit cards. You may need a PIN for such transactions.
Credit Cards: Visa & MasterCard are widely accepted by shops and restaurants except in Austria. Photos
The resorts in the 3 Valleys and the Portes du Soleil do not require photos for lift passes. You will not require photos for North American lift passes. Tourist Tax
In France, Austria and Switzerland, a small government tourist tax is payable on entry into resort. This is NOT included in your holiday price, so please have approximately £3-£7 per person per week in Sterling (cash only) Euros or local currency. Your Resort Representative will collect this – it will be added to the credit card bill for your ski packs. We do not include this tax in the price of your holiday as the tourist authorities rarely confirm the actual amount prior to the calculation of costs for our brochure. Rather than cost in a higher amount to allow for possible currency fluctuations, we prefer to charge exactly the amount the authorities require. The tourist tax will differ if you are staying in a hotel depending on the hotel’s star rating (usually between £5.00 and £10.00 per person per week). Equipment Hire, Lift Passes and Ski School
Either when travelling to your resort or in your chalet, your Ski Activity Representative will be able to book your lessons and equipment and obtain your lift passes for you. Please do not forget a photograph for your lift pass. (Except Verbier or St Anton, where your passport photo is scanned in) The 3 Valley resorts, Les Gets and Morzine do not require photos. For North American resorts tour operators are offered good discounts for pre purchasing lift passes before you travel. Please contact the office for full details.
Please note: During French & English school holidays (Christmas, New Year, February Half Term and Easter) it is advisable to pre-book ski school. Please contact our office for details. We act as an agent for all hire equipment. This is sold separately and is not part of your holiday. Supplier’s conditions therefore apply. Getting the most from your hired equipment:
We have used our buying power to negotiate special prices for the hire of skis & boots. The prices we offer represent significant savings on public rates. Boots: When renting boots, do not hesitate to return them if they are uncomfortable. If you brave the pain you may find you damage your feet to the extent that you will not be able to wear any boots at all. If you purchase new boots before your holiday, try to ‘break them in’ before skiing in them. Skis: There is no need to get too worried about the model of skies to use. Skies are not the most important factor to the standard of your skiing – invest in good instruction first and foremost. Bindings: A ski binding attaches the boot to the ski and is designed to release the boot from the ski when there is danger but otherwise absorb shocks. Do not adjust your bindings unless you are 100% confident in what you are doing. Ask a qualified technician at the ski shop to do this for you. Equipment Insurance
Any loss or damage to hired equipment must be reported to the ski hire shop immediately. It must be paid for in resort and the appropriate insurance claim submitted when you return to the UK. (This depends on your policy and subject to conditions. Please make sure you are aware of the level of cover offered by your policy). Many shops offer ‘top up’ insurance to cover excesses. In some resorts a refundable deposit is payable for hire equipment as well as separate ski baggage insurance. You must ensure that your ski equipment is retuned to the hire shop before closure on the day before departure or the day of travel. Chalet Information
Please read the important information sections of the brochure (or on our web site www.skiactivity.com) as it contains very important information on your chalet holiday. Please also check the details of your chalet on our web site. In the rare instance were we have been advised of changes since the publication of the brochure, we will have posted this on the website description. Bed linen and towels are provided in all of our chalets. Please bear in mind that the chalets are often people’s mountain homes. Each has its own idiosyncrasies (as do our own homes!) and the plumbing or electricity may not be as modern or as powerful as a hotel. Therefore do not be surprised if not everyone can have a hot shower simultaneously or if a fuse blows if too many appliances are switched on at once. Access to many chalets in the Alps is often up hill or a path. This is especially true for those properties, which are close to the slopes. Snow conditions may also make access to the chalet difficult at some times in the season, therefore please make sure you have suitable footwear and easy to carry bags. Please leave your valuables at home as few chalets have individual locks on the bedroom doors. Where it is possible to provide a front door key, a small deposit may be required. Finally, don’t forget your slippers or indoor shoes for the chalet.
Ski Holiday Insurance
As with any holiday, it is important not simply to make sure you have insurance, but that this insurance covers every aspect of your holiday. A ski holiday includes many elements other holidays do not, such as hiring equipment, the need for mountain rescue and the fact that lack of snow or bad weather could curtail your skiing. You must make sure that the policy you choose covers you for these important elements. You could otherwise find yourself inadequately insured for your holiday. If it becomes necessary for you or a member of your party to go to hospital or travel home other than originally planned, you must contact your assistance company. Those with Ski Activity insurance should contact First Assist immediately on +44 (0) 208 763 3340 and make a Ski Activity member of staff aware of your situation. All other claims on Ski Activity’s insurance other than medical emergencies contact Claims International on +44 (0) 208 680 5142. As a general rule, insurance companies will only pay out claims once you are back in the UK. This depends on sufficient evidence such as police reports in the case of theft and hospital or doctors bills in case of any medical claim. In such instances, please notify your Ski Activity Representative immediately who will be pleased to assist. If you have purchased Ski Activity insurance, claims should be sent within 31 days of returning home to:
Claims International, 14th Floor, Leon House, 201-241 High Street, Croyden, CR9 1ER. When contacting First Assist or Claims International please quote:………….
Our insurance is not included unless the correct premium has been paid, and is shown on your invoice. Please remember to bring your holiday invoice and insurance certificate (s) with you on holiday. Electricity
In France, Austria & Switzerland, the electricity supply is 220V. In the USA and Canada the supply is 110V. A two pin continental adapter, which is obtainable in the UK, is required for all electrical appliances. Telephones
To dial direct to the UK from Europe, dial 0044 and dial the number you want dropping the first ‘0’ of the STD code. To call Ski Activity from France, you would dial 0044 1738 840 888. Please note that most public telephones in France, Austria & Switzerland only take phone cards. To dial the UK from North America dial 011 44 then the number you require dropping the ‘0’. Lost Property
If your luggage is lost, damaged or delayed in transit on flight it is essential that you obtain a PIR (Property Irregularity Report) form from the handling agents/representative at the airport. The PIR form must be obtained and completed before leaving the airport as without this any claim you make may be invalidated. If you think you may have left any belongings behind in your accommodation or on a transfer coach, please call our Les Gets office 0033 450 795 068. Activity reserves the right to charge an administration fee for this service. Customer Feedback
You will be provided with a holiday questionnaire and we would be very grateful if you could complete it and return it to us. It is only through our clients’ feedback that we are able to monitor and improve our services. We read and analyse every question and do very much appreciate your time in giving us your thoughts. Every completed questionnaire is also entered into a FREE PRIZE draw for a superb ski holiday – don’t miss your chance to win! We are confident that you will thoroughly enjoy your holiday with Ski Activity. However, please understand that whilst we endeavour to make sure everything runs to a very high standard occasionally circumstances arise that are outside our control. In such instances, please inform your Ski Activity Representative immediately so that they can mitigate the problem promptly and make sure your stay is as pleasant as possible. If you are not satisfied with the action taken, you should request a Customer Report Form from our Representative. Once you have received this form you should complete it and return it to your Resort Manager who will sign it and give you a copy. This is so both sides can be absolutely sure about the issues involved. If you wish to bring the matter to our attention in the UK, you should write to our Customer Services Department within 30 days of your return and enclose your copy of the report form. Self Drive
If you are self driving you should arrive on the same day as our flight programme. We cannot guarantee that your rooms will be ready on arrival, but we will do our utmost to ensure they are prepared as quickly as possible. If you have not done so already, please notify us of your estimated arrival time. Parking: Many resorts have parking restrictions and changes and in some parking must be booked in advance. It may be free to take a car into resort to unload and then leave it on the outskirts. Please ask our reservations team for details. Cross channel bookings: Sea France and Euro tunnel do not issue tickets for their services. Please quote the booking reference number shown on your itinerary at check – in. Please make sure you try to make the crossing time confirmed on your invoice and itinerary. If you are likely to miss your scheduled crossing, please call the operator in advance and they will try to re-book you on the next available crossing. Travelling by Air to Europe
Tickets: Please note that all flight times are provisional until you receive your documentation. The carriers may have changed flight times since you made your holiday booking. Please check your pre departure information as soon as you receive it, in particular that passenger’s titles, Initials and names are as your passport. Please inform the office immediately if you find an error on tickets. If we have booked an ad hoc flight with the likes of Easyjet or Globespan for you with an alternative carrier please check the relevant website for pre departure information and to double check the flight timings. This is VERY important as they may make a flight change without informing us our yourselves. Luggage: Generally your luggage allowance on a European flight is 20kg. Your luggage should not comprise of more than 1 suitcase or bag, and piece 1 piece of hand baggage weighing no more than 5kg. Overweight items may be charged by the carrier or can even be off-loaded. Should this happen, Ski Activity will endeavour to deliver any item to your resort as soon as possible but this may mean you are without your luggage for the start of your holiday and there may be a charge involved. As all airlines operate different policies with regard to luggage, you should always check with your individual carrier prior to departure. Skis, boots and other sports equipment will be carried in the aircraft hold. Ski Activity charge for ski or board carriage and this can be prepaid when you book your holiday or purchased at the airport on the day of departure. Please note we cannot guarantee carriage of skis or boards that have not been pre-booked. Ski or board carriage is limited to 1 set of skis or snowboard per person and items other than skis or boards should not be carried in these bags. Electrical and battery operated equipment items should be carried in your hand baggage along with any medical items (particularly medication you may need if delayed), breakable packages and cameras. For security reasons you should not carry the following in your baggage: flammable items including lighter fuel, compressed gases (other than toilet articles in aerosols), firearms including imitation toy guns, knives etc. If you are in any doubt, please contact your airline prior to departure. Travelling by Air to North America
Tickets: Please note that all flight times are provisional until you receive your documentation. The carriers may have changed flight times since you made your holiday booking. Please check your pre departure information as soon as you receive it, in particular that passenger’s titles, Initials and names are as your passport. Please inform the office immediately if you find an error on tickets. If flight schedules should change after the tickets are issued a new itinerary will be sent. The ticket will remain valid and will be updated by the check-in staff at the airport. Once tickets are issued they are generally non-refundable and non changeable. If you cancel your holiday we will require your tickets back before any applicable refund can be paid. Luggage: Scheduled airlines: 2 pieces of checked baggage. One piece with maximum dimensions of 62” (width+height+length) and one piece of hand luggage with dimensions of 45” not to exceed 23Kgs. One piece of hand luggage with dimensions of 45” not to exceed 12Kgs. I pair skis/board & boot bag count as 1 piece of luggage. Children (2-11yrs) have the same luggage allowance as adults. Infants have no luggage allowance but some airlines may allow a collapsible pushchair. Please ask at the time of booking. If you take more than the allowance stated, the airline may charge you an excess luggage charge. Skis, boots and other sports equipment will be carried in the hold along with children’s pushchairs. Electrical and battery operated equipment items should be carried in your hand baggage along with any medical items (particularly medication you may need if delayed), breakable packages and cameras. For security reasons you should not carry the following in your baggage: flammable items including lighter fuel, compressed gases (other than toilet articles in aerosols), firearms including imitation toy guns, knives etc. If you are in any doubt, please contact your airline prior to departure. Checking in and Boarding: Passengers for charter flights should check in at least 2 hours prior to departure, those for scheduled flights should check in 2 ½ hours prior to departure. Please remember to leave time for traffic delays and parking or reaching the terminal from the rail station. Security controls for transatlantic flights can be time consuming, particularly at peak times. Your itinerary will advise which terminal your flight departs from. We strongly urge all customers to restrict hand luggage to an absolute minimum required to complete their journey. Those items carried in the aircraft cabin should be restricted to travel documents, essential medication and valuables etc. All other items should be safely stowed in luggage and checked-in for carriage in the aircraft hold, In following this advice, handling staff may ask you to check-in items of hand baggage and we would therefore ask you to remove essential items so this can be done with minimum inconvenience. We would also advise that you allow extra time than usual for check-in in case of any unforeseen delays due to security measures. Arrival at overseas airport: On arrival at your destination, please look out for your Ski Activity Representative if you have travelled on a Ski Activity flight. On arrival at Lyons you will be met by a Skiworld rep. Transfers are arranged to meet your flight. During your transfer journey to the resort your Representative will collect money for your ski packs so that they can be purchased on your behalf when you arrive in your resort. For North American arrivals you will either be on a scheduled transfer, private transfer or will have car hire reserved for you. Please check your itinerary for full details. Please note that for those who arrive early, there may be an overlap with departing clients who are on the snow train. We ask for your patience in this as it is due to the flexible nature of the service we offer. Pregnancy: Airlines have different regulations regarding travellers in the advanced stages of pregnancy. Some refuse to carry passengers who will be more than 28 weeks pregnant on their return journey. Please check with your airline. Airport Terminals:
Enquiries:
London Gatwick: 0870 000 2468
Monarch Airways – South Terminal
British Airways – North Terminal
Astreaus – North Terminal
Continental – South Terminal
US Airways – South Terminal Stanstead: 0870 0000303
European Air Charter – Main Terminal
Birmingham:0870 7335511
British Airways – Terminal 1
Bristol: 0870 1212747
FirstChoice Airways–Main Terminal
London Heathrow: 0870 0000 123
Air France – Terminal 2
British Airways – Terminal 1
Swiss Air – Terminal 2
Air Canada – Terminal 3
United Airlines – Terminal 3 Manchester: 0161 4893000
My Travel – Terminal 1
British Airways – Terminal 3
Astreaus – Terminal 2 Glasgow: 0870 0400008
BMI British Midland – Main Terminal Edinburgh: 0870 0400007
BMI British Midland – Main Terminal Useful Travelling Numbers: Sea France: +44 (0) 870 5711711
Eurotunnel: +44 (0) 870 5353535
Eurostar: +44 (0) 870 160 6600
AA Main Switchboard: +44 (0) 870544 8866 Travelling by Train
Eurostar via Paris Snowtrain
Check-in: At Waterloo: Check-in opens 2 hours prior to departure. Party leaders should check-in on behalf of their group. Your Eurostar tickets will be issued at this point together with your couchette allocations. Where possible we will allocate your group’s seating together. Check-in closes 20 minutes prior to train departure. NO passengers will be allowed through the gate after this. There is a buffet car on the Eurostar serving drinks and snacks and the sleeper train has a bar and disco carriage. Skis and Luggage: If you are taking skis, you will be given a luggage label to complete and attach to the skis. They should be placed in the luggage compartments of carriages 9 and 10. All other luggage should be taken onto the train where you are seated. Changing in Paris: If you arrive within one hour of the sleeper train departure, you will be responsible for transferring your own luggage from the Eurostar to the sleeper. This may involve a change of platform. Trolleys are available for approximately 1 Euro piece (refundable). If you are arriving more than one hour before the sleeper train departs there will be luggage trolleys labelled with your destination outside the eurostar train into which you can place your luggage. The trolleys will be taken over to the sleeper train and will be placed outside the compartments 45 minutes before departure. Skis will be unloaded from the Eurostar and transferred to outside the sleeper train. You may have a little time to get a drink or something to eat. Please keep you valuables with you at all times.
Sleeper train couchettes will be allocated on checking in at Waterloo. There are 6 couchettes to each compartment and where possible we will allocate groups together. You are responsible for collecting your luggage (including skis) from the trolleys and loading them into your allocated compartment. Skis and boots can usually be loaded into a small luggage into a small luggage compartment on each carriage. The remaining luggage must be fitted into your compartment. Soft suitcases or bags are therefore easier to store. Sheet sleeping bags, pillows and blankets are provided and there is a toilet and basin in each carriage. Return Journey: On checking in at the station, you will be given your return couchette allocations and your return Eurostar ticket. Changing in Paris: On arrival at Paris, load your luggage onto the luggage trolleys outside the compartments. Skis can be loaded onto a separate trolley and will be taken straight through onto the Eurostar train. You will not see these again until London. You should have time to go and have breakfast before the Eurostar departure. Your other luggage will be taken to a secure holding and will be available for collection one hour prior to departure underneath the stairs of the check-in for the Eurostar train. Please note: You must collect your own luggage from this collection point and take it though the Eurostar check-in yourself. Eurostar will not transport your luggage for you onto the train to London. You should check-in at least 45 minutes prior to departure. The Eurostar ticket is non-transferable and non refundable, so please do not miss the train! Dover Snowtrain
Check-in: Please check-in no later than 15:30 hrs at Cruise Terminal 1 in Dover Western Docks: Check-in will close promptly at 16:00 hrs and boarding will commence at 16:10 hrs. Party leaders should check-in on behalf of their group. Your boarding passes will be issued at this point together with your couchette allocations. Check-in closes at 16:00 hrs. Folkestone Snowtrain
Check-in: Please check in no later than 16:30hrs at the Eurotunnel terminal. Parking will be available (approx £40) or there are complimetary coaches from Folkestone central train station. Check-in will close promptly at 17:00hrs. Party leaders should check in on behalf of their group. Your boarding passes will be issued at this point together with your couchette allocations. At Calais Ville Station: On arrival at Calais you will need to transfer your luggage from the coach to the train. Baggage trolleys will be provided for this. You must take your luggage to your allocated carriage number and load it into the train. Please keep your valuables with you at all times. Sleeper train couchettes will be allocated on checking in at Dover. There will be 6 couchettes to each compartment and where possible groups will be allocated together. You are responsible for loading your luggage on to the train and then into your allocated compartment on each carriage. The remaining luggage must be fitted into your compartment. Soft suitcases or bags are therefore easier to store. Sheet sleeping bags, pillows and blankets are provided and there is a toilet and basin in each carriage. Return Journey: On checking in at the station, you will be given your return couchette allocations. On arrival at Calais, load your luggage onto the luggage trolleys outside the compartments. Please then take them to the coach indicated by the Representative. You will then board your coach for the short journey to the Eurotunnel terminal for your return journey home. Please note: There are NO TICKETS issued for the Snowtrain. Your boarding pass and couchette allocations will be given to you on checking in at the arrivals hall at the Western Docks. Eurostar Direct services
Check-in:
At Waterloo: Please find enclosed your tickets for the Eurostar Direct service to Bourg St. Maurice. Check-in opens at Waterloo 2 hours prior to departure. At Ashford: If you are travelling from Ashford your tickets from Waterloo are still valid for travel. Parking is available at Ashford at a cost of approximately £40 for 8 days. Please note: Most tickets state Bourg St. Maurice as the final destination. Please check your invoice for the correct station at which you must alight. There is no Ski Activity. Your Eurostar tickets are non-transferable and non-refundable. Please keep your tickets in a safe place, as they cannot be re-issued. Check-in closes 20 minutes prior to departure, No passengers will be allowed through the gate after this time. Luggage: There are luggage storage facilities at the front and rear of each carriage. You are responsible for stowing your own luggage and getting it on and off the train. Please make sure that your luggage is labelled and that your seat number appears on your luggage label. On Arrival: Approximately 10 minutes before arrival at your destination, an announcement will be made to give you the opportunity to gather your belongings and prepare to disembark. You will be met at the appropriate station by a Ski Activity Representative, or by a taxi or coach driver, for transfer to your resort. Please note that if you are met by one of the latter, a Ski Activity Representative will be waiting for you on arrival into resort. Return Journey: Your Ski Activity Representative will transfer you from your resort to the appropriate train station. For passengers on the Eurostar Direct Overnight service we aim to transfer you from your resort in the late afternoon. This is to allow for a meal in Bourg St. Maurice or Moutiers but more importantly to ensure that regardless of weather or traffic you reach the departure point in good time. If this train service is missed due to circumstances beyond our control, it is too late for you to secure other flights or train departures that night. Please make sure you have your return ticket and passport with you. Emergency Contact
Should you need to give friends or relatives a contact number whilst you are away, please use either the number of your chalet and/or Representative and our UK office number; 01738 840888. If your accommodation does not have a phone, please be assured that our UK office will pass on any urgent messages to you via our Ski Activity Representative. Passports and Visas
Please note that UK travellers must hold a full 10-year machine readable British passport, which is valid for a minimum of 6 months after your holiday return date. Children aged 16 and over have their own passport. Infants who do not have their own passports need to be stamped on one of their parent’s passports. All the scheduled airlines that we use comply with the Visa Waiver Programme for North America. If you are an EU passport holder you will be handed a visa waiver form to complete on your transatlantic flight. If you hold a passport for any other county then please contact the relevant Embassy and confirm if a visa is required. It is your responsibility to make sure your travel documents are in order. For further information, please call: French Embassy
020 7073 1000
www.ambafrance.org.uk Austrian Embassy
020 7344 3250
www.austria.org.uk Swiss Embassy
020 7616 6000
www.swissembassey.org.uk US Embassy
0207 499 9000
www.usembassy.org.uk Canadian Embassy
0207 258 6699
www.canada.org.uk Foreign & Commonwealth Office London
020 7270 1500
www.fco.gov.uk or BBC Ceefax pg 470 The Foreign and Commonwealth Office may have published information on your destination. You are advised to check before travelling Final Checklist: Passport
Visa (if required)
Itinerary (checked your flight details?)
Your holiday invoice
Sheets for infants cot
Car parking details, driving licence and maps (if driving)
Your insurance certificates
Euros or local currency
Passport photo for lift pass (see pg 3)
Camera and film
Alarm clock/Continental adapter
Sun cream/Sun glasses/Goggles
Regular medication
Swimming costume
Slippers
Food for children under 2 years
Credit cards
Have you booked your Skis/Snowboard on your flights? Useful Numbers Ski Activity Office
+44 (0) 1738 840888
www.skiactivity.com Ski Activity Fax
+44 (0) 1738 840 079 Ski Activity Overseas Office –
Emergency Only First Assist 24hrs Emergency Medical and Repatriation Helpline
(Ski Activity Insurance Only)
+44 (0) 208 763 3340 Please quote 507/MPOP39 Lost Property
+33 (0) 450 795 068
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Office Hours
