Crystal Ski holidays terms and conditions
All the important details about booking a Crystal Ski Holiday with Iglu Ski
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SKI PACK INFORMATION
GROUPS, FAMILIES AND CHILDCARE INFORMATION
When you book a ski holiday with us, read our important information before you travel. We've covered all the most important details you need to know before you go.
What is and isn't included in your holiday's price
All prices include VAT on all holidays to EU countries and are based on the rates of exchange at the time that this was published: US$ 1.30, CAN$ 1.65, € 1.14 and CHF 1.22. In addition to the details confirmed on the invoice the price of your holiday includes all currency surcharges, local taxes, VAT, UK and overseas service charges, all current airport taxes including USA airport tax and the Government Air Travel Duty of £13 per economy passenger and £26 per upgraded passenger travelling in different cabin classes to EEA countries, £73 per economy passenger and £146 per upgraded passenger travelling in different cabin classes to non-EEA countries. Due to circumstances beyond our control airlines may cease to operate on certain routes which may have an effect upon the holiday price.
Crystal prices includePackage holidays with flights
- Return air flights and transfers (coach, train, taxi or rental free car hire in some USA/Canada resorts) to and from your resort.
- Flight baggage allowance usually 20kg, or 23kg on selected routes. See Travel and transport information.
- Accommodation and meals as per your booking.
- Help and advice from your rep or agent.
- All local taxes unless otherwise advised, VAT, UK and overseas service charges and bed linen.
- All current airport taxes are included in our prices including the Air Travel Duty.
Ski train holidays
- Direct from London St Pancras or Ashford International by Eurostar.
- Seat on the train.
- Free baggage allowance, two medium sized suitcases plus skis/boots.
- Accommodation and meals as per your booking.
- Help and advice from your rep or agent.
- All local taxes unless otherwise advised, VAT, UK and overseas service charges and bed linen.
- Please note: It is not always possible to guarantee that you will be seated together. We will always do our best to secure seating as requested but must make clear that seating may be allocated indifferent compartments/carriages or areas of a carriage. Your seat allocation will be confirmed with your travel documentation.
- Eurotunnel or cross channel ferry (short crossing).
- Accommodation and meals as per your booking.
- Help and advice from your rep or agent.
- All local taxes unless otherwise advised, VAT, UK & overseas service charges and bed linen
On some dates we are able to offer accommodation only holidays which include accommodation and food basis as booked. If you are overseas on business, using up your Air Miles, or visiting friends and just need accommodation only, this is available on a request basis, normally by deducting up to £60 for European or £100 per person off the price on North American holidays respectively. Please call for an individual quotation on 020 8610 3123, subject to availability. Should you require transfers these can also be arranged on our transfer coaches, at additional cost, as long as you are travelling on one of our charter flights. Otherwise, we would be pleased to offer you the option to buy car hire or private taxi transfers.
14-night holiday pricing in Europe
14-night holidays are available on many dates but this is on an on request basis only. As a price guide where only 7-night holidays are shown, just add the price of your first week to the price of your 2nd week and subtract £100. Any applicable supplements apply to the final basic price based on 14 nights.
Crystal prices do not include
- Meals and accommodation en route (except where specified).
- In-flight catering on some short haul flights.
- Airport holiday supplement, where applicable.
- Ski travel insurance (which you must have).
- Carriage of skis and snowboards on charter flights (included on some scheduled flights).
- Porterage of luggage at any stage.
- Breakdown insurance (Self-drive).
- CDW or local taxes on car hire.
- Any services provided locally that are advertised as being available at the booked resort or accommodation, but not described as free of charge e.g. child care/ski school, hotel facilities.
- Any local gratuities, taxes charged by hotels/condos in USA/Canada.
- Italian tourist tax.
Changes whilst on holiday
If you want to make changes to the booked arrangements in resort, for example upgrading your accommodation, changing resort or extending or reducing your holiday duration, changes will be subject to availability. Any extra costs or cancellation charges must be paid by you locally. All changes must be arranged with us in writing, either through our local representative/agent, area office or, if this is not possible, our head office in the UK.
Accuracy of information
Information is to the best of our knowledge and belief correct at the time of publication. However, we reserve the right to make changes to information on our website and will advise you of these changes at point of booking or when they are known to us. This advice will be limited to that which is fundamental to the contract or which we believe may affect the enjoyment of your holiday. If any facility detailed is essential to the enjoyment of your holiday, please advise us at the time of booking and we will try to advise you of the latest information. However, we are sure you will understand that at times certain advertised facilities may not be in operation and we may have no information or prior warning of such matters.
Many pictures are included for their attractiveness and general relevance; those with specific notation refer to hotels or relevant features. Photographs of rooms represent the type of accommodation available, but not all rooms will be the same and room sizes, decor and furnishings will vary, particularly in older or historical buildings.
Artist's impressions and computer generated images
In some cases we have had to use an artist's impression or a computer generated image of a hotel, apartment residence or chalet. This image will be an accurate representation of the property based upon the information available to us at the time of publication.
During local or national holidays abroad, you may find facilities like ski schools and shops are closed or have limited opening hours. If visiting a specific place is important to you, call your destination's local tourist office direct. You may find certain facilities, such as restaurants or nightclubs, closed during your stay, perhaps for redecoration. These closures may affect facilities in your accommodation as well as in the resort, especially early and late in the season. At the beginning and end of the season some ski lifts may not be open and ski and public bus services may not be fully functional. If you are free to travel at any time and not tied to school holidays, we would recommend that you avoid peak dates such as half-term as many resorts are extremely busy.
This indicates that you can ski to or from 50 metres of the hotel, chalet or apartment (snow conditions permitting).
Close to piste
Hotel, chalet or apartment is located with 100 metres of the nearest slope or ski lift.
This indicates resorts that will always be open but does not take into account any closure of lifts due to wind, poor light visibility or a resort's decision to close due to low numbers.
In the event of there being poor or no snow in your booked resort, we'll try our best to get you on the slopes as near to your chosen resort as possible. We cannot, however, guarantee there will be an available slope within reach from your resort and also we cannot always guarantee that we'll be able to make the necessary arrangements where alternative slopes are open. Where we do make alternative arrangements, we'll only pass on additional costs incurred by us to get you to the snow. We will not profit from these additional arrangements and we'll do our best to make it as cost effective as possible for customers. Poor snow conditions may also affect the availability of other activities and excursions which are dependent on snow, and we advise you to check with us (if booked through Crystal pre-departure) or the activity provider (if booked in resort) as to their availability.
All 'recommended' restaurants and other venues featured which are not owned by Crystal are not under our direct control and have not been inspected by us. Therefore, any recommendation is merely an indication that these facilities have proved popular and are worthy of mention and are not a personal recommendation by Crystal.
Resort development and local events
The noise and inconvenience of building work inevitably seems worse on holiday. Our resort staff keep us informed about building works especially in growing resorts. While we have no control over building works, we will do our best to tell you about any specific work going on near your accommodation if there is time before you go on holiday. Events such as concerts, festivals, conferences, sporting events etc. may sometimes cause restricted access to resort amenities i.e. roads, shops, bars and restaurants.
For any special requests consult Crystal Reservations Department when you confirm your holiday booking. We shall always do our best to meet your requirements, but no guarantee is given as this does not form part of our holiday contract with you, irrespective of the fact that details of the request may be found on your confirmation invoice. If, however, your request is essential to your holiday arrangements, please make this known at the time of booking so that we can ascertain whether this is possible with our supplier.
Customers are reminded that they should check with their own doctor for advice on medical requirements of the host countries. We recommend you apply for a European Health Insurance Card (EHIC) which covers or heavily discounts treatment that is medically necessary during a temporary stay in EU and EEA countries, and Switzerland. Find out more about applying for an EHIC at www.dh.gov.uk/travellers or by calling 0300 330 1350 as you will need to present the EHIC card for reciprocal treatment. Information about free and reduced-cost emergency care and medical treatment in most EU countries can be found in the leaflet T7 "Health Advice for Travellers", which is available free from post offices, local Department of Health offices, GPs and libraries, or by calling the Health Literature Line on 0800 555 777. However, as this only provides limited cover, we require all our customers to have adequate holiday insurance cover. Therefore, please ensure that you have arranged sufficient alternative insurance. For treatment in any country you will need to produce your passport. We promote good hygiene practices within hotels, but care should be taken to minimise the risk of holiday sickness, especially among pregnant women, infants and the elderly. Different temperatures and high altitude abroad, combined with alcohol and new foods, can cause minor stomach upsets. By taking simple precautions such as washing your hands after using the bathroom and avoiding food and buffets that have been left for a long time can help to avoid such problems. Your General Practitioner can also provide up-to-date health advice should you require any further information.
It's important to remember that safety and hygiene standards in many foreign countries may differ from those taken for granted at home. While our hotels and facilities are always obliged to meet local safety regulations, these may not match UK standards to which you may be used to. We nevertheless seek to raise standards in all our overseas destinations by taking the advice of the UK's leading health and safety organisations on issues that concern you.
At Crystal, we believe that information contributes to safety and, in addition to the details on this page, we ask all our customers to read the Health and Safety information we provide. Customers flying with TUI should also look out for the in-flight safety video.
In many destinations it is not common practise to have a lifeguard on duty. Therefore it is important to remember, especially when travelling with children, to take a few minutes to familiarise yourself and your party with the pool area on arrival and ensure you observe the depth markings. Children must be accompanied by an adult whilst in or around the pool at all times.
Snow and sun protection
The sun in alpine resorts can be very strong. Please ensure you drink plenty of non-alcoholic fluids and apply the correct level of sun tan lotion appropriate for your skin. Local chemists may not stock your usual brands therefore you should take an adequate supply of any suntan lotion or medicines needed.
For customers going to high altitude resorts, it is suggested that, if relevant, you contact your GP as some customers encounter difficulties due to the high altitude of the resort. Please bear in mind that when skiing at altitude you should allow time to acclimatise physically, drink plenty of water, reduce alcohol intake and ensure that appropriate warm clothing is taken. Your doctor and suitable publications will provide further information in this regard.
Special needs, disabled and elderly customers:
We are happy to advise and assist elderly, special needs or disabled customers to choose a holiday. However, some of the properties featured in this brochure may lack even the simplest facilities such as ramps for wheelchairs and lifts etc. Therefore, we must be provided with full written details of any disability or special requirements before booking to ascertain whether the holiday of your choice is suitable. A comprehensive form is available specifically for this purpose, which you should request when making your booking. Similarly, if you have a medical condition which necessitates special seating requirements on the aircraft or wheelchair assistance at the airport we must have written confirmation from your doctor prior to booking. Failure to advise us of any such requirements prior to booking may result in the chosen holiday being unsuitable and may cause inconvenience and distress to all customers on that holiday. In that case we reserve the right to terminate your holiday arrangements with us, for which we would not be liable to make alternative arrangements or to make refunds or pay compensation.
If you leave something behind on the plane during your flight you'll need to contact the overseas airport and ask them to check their lost property. If it's on your flight home please contact the airline directly. If you leave what we class as a 'valuable item' at your hotel, like a mobile phone, tablet, camera or wallet, we'll do our best to find it for you. If we find it, we will only charge you the cost of postage to return it. If we can't find your item, we'll send you a statement to support your travel insurance claim. For help with lost property, contact Customer Services – you'll find their details in the Contact Us section.
Travel Advice – Staying Safe and Healthy Abroad
The Foreign & Commonwealth Office and National Travel Health Network and Centre have up-to-date advice on staying safe and healthy abroad.
For more on security, local laws, plus passport and visa information, see www.gov.uk/travelaware.
Keep informed of current travel health news by visiting www.travelhealthpro.org.uk. The advice can change so check regularly for updates.
If you're booking a Crystal Ski holiday with Iglu Ski, this agreement forms the basis of your booking. It includes all the details about payments, changes and cancellations.
All holidays are operated by TUI UK Limited trading as Crystal Ski, Company Number 02830117, having its Registered Office address at Wigmore House, Wigmore Lane, Luton, LU2 9TN and a member of the TUI AG group of companies (“the Company”, “we”, “us” or “our”). Our Agreement With You sets out what you are legally entitled to expect from us when you buy our travel services. Those travel services are as advertised by us but may also have restrictions set out in our 'Important Information' which should also be read carefully. Because we sell a wide variety of travel products, you should read our 'Important Information' and these terms and conditions carefully, before you book, to see how they affect your specific travel arrangements made by us.
Insurance: Please Note: Adequate and valid travel insurance is compulsory for all our travellers and it is a condition of accepting your booking that you agree you will have obtained adequate and valid travel insurance. We recommend you take out insurance as soon as your booking is confirmed.
1. Your Financial Protection
The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked from us and for your repatriation in the event of our insolvency. We will provide you with financial protection for any ATOL protected flight or flight inclusive holiday that you buy from us by way of our Air Travel Organiser's Licence number 2524, administered by the Civil Aviation Authority (‘CAA'). When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought or a suitable alternative (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable). If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claim which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme. The price of your holiday 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. When you buy an ATOL protected flight or flight inclusive holiday, all money accepted from you by a travel agent acting as our agent 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. If we do fail, any money held at that time by the agent, or subsequently accepted from you 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. When you buy arrangements other than an ATOL protected flight or flight inclusive holiday, all money accepted from you by a travel agent acting as our agent is held by that agent on our behalf at all times. We will provide you with financial protection for any package holidays you buy from us that do not include travel by air by way of a bond held by ABTA. For further information, visit the ABTA website at www.abta.com. If you book arrangements other than an ATOL protected flight or a package holiday, the financial protection referred to above does not apply. We are a Member of ABTA, membership number V5126. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct.
2. Your Travel Booking and Holiday Contract
To make a booking you can contact us in several ways; directly over the telephone, via our website at www.crystalski.co.uk or through an approved Travel Agent. Whether you book alone or as a group, we will only deal with the lead booking name in all subsequent correspondence, including changes, amendments and cancellations. You must be 18 years old and possess the legal capacity and authority to book as the lead name and travel on holidays with us and take up the offers advertised by us if they are still available. The lead name is responsible for ensuring the accuracy of the personal details or any other information supplied in respect of yourself and any other person travelling on the booking and for passing on any information regarding the booking or any changes made in relation thereto, to all persons travelling on such booking, including but not limited to information on schedule changes or copies of booking confirmations. Any person who is under 18 years old must be accompanied by an adult on his or her journey. There may be other restrictions and conditions on some offers, but these are explained in the details of those offers. It is essential that you ascertain whether or not you can obtain relevant visas and inoculations before making your booking. We cannot accept any liability for tickets lost in the post. Departure Documents may be in paper or email form depending on your chosen holiday. If requested in the Departure Documents or locally provided holiday information, you must reconfirm the reservations, timings and check-in details of your flight with the airline concerned at least 72 hours before departure. This applies to your outward flight and to your return flight. If you miss a flight or suffer any disruption as a result of not following our instructions as to reconfirmation we will have no liability to you. For those holidays where an additional local payment is required this will be confirmed to you. A local payment is a portion of the holiday cost which must be paid directly to the local representative as instructed. If the price of your holiday includes a local payment this must be paid in the currency specified. Please note that your tour price will not be considered to have been paid in full until the local payment has been made. Tourist taxes, resort fees or similar that are charged locally may be implemented or changed without prior warning. We do not accept responsibility for these costs, which must be paid by you and are not included within your holiday price. Your personal safety is of paramount importance to us and therefore it is imperative that you advise us at the time of booking of any condition, medical or otherwise, that might affect your or other people's enjoyment of the trip. It is a condition of your booking that you and all members of your party provide certain information that may be sent to governmental authorities and border control and security agencies for the purpose of security and counter terrorism. This is known as Passenger Name records (PNR) or Advance Passenger Information, sometimes known as APIS. For the United Kingdom, it may be referred to as ‘E-Borders'. The information you must provide will include, but not be limited to, full name – as shown in your pass- port or travel document, gender, date of birth, travel document type, number, country of issue and expiry date, and for travel to the U.S., your country of residence and the address for your first night's stay. You must provide this information to the airline between 6 months and 24 hours before departure. In addition, if your holiday includes a flight, you are also responsible for (a) notifying us prior to the time of booking of any personal circumstances and needs pertaining to a person included in the booking including, without limitation, whether any such person is not self reliant or is a person with reduced mobility - for example if you, or a member of your party, have difficulty in walking 500 metres; and (b) notifying us at any time from the time of booking until 48 hours prior to the flight's departure by calling our call centre if any person travelling on the booking has ceased to be self reliant or a person with reduced mobility or if a person previously reported to be with reduced mobility or as not being self reliant does no longer fall into either category.
Paying For Your Travel Arrangements
You will be required to pay a deposit to us for each person when you book unless this is within twelve weeks of departure when the full amount for the booking is payable. The deposit amount will be specified by us or your travel agent when your booking is made. If it is not specified then it will be the amount that we ask you to pay when you book, even if this is 100% of the holiday price. If you pay less than the deposit under a low deposit booking scheme, then this is only part of the deposit referred to in this paragraph. You may also be required to pay for any non-transferable and non-refundable items such as special air fares, and any other applicable supplements due at the time of booking. Some airfares are booked at especially competitive rates to which airlines may attach severe restrictions. You may be asked to pay for these in full at the time of booking and they may be non-refundable in the event of cancellation. Details will be given at the time of booking. The remaining balance will be due on cancellation or date specified at time of booking or on your confirmation invoice. Within two weeks of booking, we will send you a Confirmation Invoice showing how much you owe us. You must pay the amount on the last Invoice issued by us, at least twelve weeks before you go on holiday. If you don't, we reserve the right to treat your booking as cancelled and to charge you a cancellation charge up to 100% of the total on that last Invoice, in accordance with the scale in section 7. If you pay money for your booking to a travel agent appointed by us, they will hold that money as our agent from the time they receive it until they pay the money to us. Telephone bookings may incur an additional charge, check at time of booking. There are no charges for payment by credit card or debit card. Please note: Cheques are acceptable as long as they are received by the due date. If a cheque payment is received after the due date, this may be returned to you in exchange for a banker's draft, bank transfer or card payment. Cheques and bankers drafts must be made payable to TUI UK Limited and sent to: Credit Control Department, Jetset House, Church Road, Lowfield Heath, Crawley, West Sussex, RH11 0PQ. Please ensure that you write your Booking Reference number on the reverse of your banker's draft.
When you or (if you are booking through a travel agent) your travel agent ask for your booking to be confirmed, if we accept your booking, we will issue a Confirmation Invoice. A contract will exist between us from the date we issue the Confirmation Invoice or if you book within 7 days of departure the contract will exist when we accept your deposit payment. We may not be able to confirm some of our ground arrangements straight away (e.g. bespoke accommodation, tours etc). In these instances we may issue a Confirmation Invoice. However, a contract for arrangements that have not been confirmed on that invoice will only be made when we have sent you written confirmation that those additional arrangements have been completed. If there is any change to any of the details discussed at the time of booking, before the Confirmation Invoice is issued, we will notify you promptly of any new or changed details, including a change to the total price (if any). If any detail on the Confirmation Invoice is not correct tell us or your travel agent immediately. If there is an obvious error on the Confirmation Invoice we reserve the right to correct it as soon as we become aware of it, but we will do this within 7 days of issuing the Confirmation Invoice or, if your departure is within 7 days, no later than 24 hours before you go. If any of these changes are not acceptable then you will be entitled to a full refund. When you receive the Booking Confirmation and Invoice and your Departure Documents please check the details carefully and inform us immediately if anything is incorrect. Names on travel documents must exactly match those in your passports. Unless we are responsible for the mistake, we will not accept liability if an airline or other supplier refuses boarding because the name(s) shown in your passport differ from those on your ticket. Travel documents will be sent or emailed to you (to the address given to us by the lead name at the time of booking) approximately two weeks before your departure, and will not be issued unless payment of the due balance has been received and any cheques have cleared. Bookings made 14 days or less before departure incur a £15 per person administration charge and tickets will not be sent out by post but will more than likely have to be collected at the airport on the day of departure.
3. The Price You Pay
All guide prices we advertise are accurate at the date published, but we reserve the right to change any of those prices from time to time. Prices include a cost for fuel that was estimated at the date of this publication. Prices on our website are updated regularly. In the unlikely event of an administrative error leading to an incorrect price being displayed, we reserve the right to correct it. Offers are not combinable unless expressly stated and may be withdrawn at any time. All quotations are provisional until confirmed in writing on your Booking Confirmation and Invoice. Before you make a booking we will give you the up-to-date price of your chosen holiday including the cost of any supplements, upgrades or additional facilities which you have requested. Changes in transportation costs, including without limitation the cost of fuel, dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports mean that the price of your travel arrangements may change after you have booked. However, there will be no change within 30 days of your departure. Any changes in taxes, entry fees and/or charges that we collect at net cost on behalf of local and government bodies will be passed on to you in full or refunded to you in full (Net Cost Charges). We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums, Net Cost Charges and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1 per person together with an amount to cover agents' commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you may either accept a replacement holiday from us of equivalent or similar standard and price (at the date of the change) if we are able to offer you one or you may cancel your holiday booking and receive a full refund, except for any amendment charges. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. If any change in our costs would cause a reduction in your holiday price, we will not make refunds of amounts less than 2% of the price of your travel arrangements, which excludes insurance premiums, Net Cost Charges and any amendment charges, but we will refund in full amounts exceeding such 2%, after deducting an administration charge of £1 per person. 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. In all cases, we will only consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Dates and itineraries shown for tours are indicative only and subject to change. Air Passenger Duty “APD”, which is payable by all passengers departing from UK airports, is included in the price of your holiday/flight ticket. Children under 12 (under 16 from March 2016) are exempt when travelling in economy class. The price of your holiday will include APD for an economy seat. If you upgrade to a premium cabin this will be included in the upgrade cost. In view of the current volatility of world oil prices, a fuel supplement may be added to the price of your holiday at the time of booking.
Adequate and valid travel insurance for your chosen itinerary is compulsory for all travellers and it is a condition of accepting your booking that you agree you will have obtained adequate and valid travel insurance. We recommend you take out insurance as soon as your booking is confirmed. You are strongly advised to insure yourself against any possible risk that may occur and in particular to ensure that you have sufficient insurance in respect of dependent relatives and force majeure events. You are required to carry proof of insurance with you and produce it if reasonably requested by Company employees or suppliers. You must ensure that there are no exclusion clauses which limit cover for the type of activities included, or the altitudes attained, in your holiday. Our representative abroad has the right to see the policy so that appropriate advice and assistance can be given. Clients in breach of this condition will be deemed to have indemnified the Company for any loss incurred by the Company as a result of such breach and such costs will be redeemable from them.
5. If We Change or Cancel Your Booking
We reserve the right to cancel your booking or change any of the facilities, services or prices described in our brochures or website. We will endeavour to advise you of any changes known at the time of booking. We plan the arrangements for your holiday many months in advance and may occasionally have to cancel your holiday or make changes, most of which are minor. Flight timings and carriers shown in the brochure are for guidance only and are subject to change. Your Booking Confirmation will show the latest planned timings. Your actual flight timings will be shown on your ticket (including any e-ticket itinerary) which you should check carefully as soon as you receive it. A change of carrier or type of aircraft will not be considered a major change. If a major change becomes necessary, we will advise you of the change as soon as reasonably possible. Whether a change is ‘major' depends on the nature of the holiday and may include: a significant change of destination, a change in accommodation to that of a lower category; a change in time of your scheduled departure or return flight by more than 12 hours (but not a flight delay); or a change of UK departure airport (excluding changes between London airports, London, Ebbsfleet and Ashford stations and between Dover/Folkestone ports). A delay to your flight that we need to make within 24 hours before you are due to depart will not be considered a major change unless the change is for more than 24 hours. These changes are only examples and there may be other significant changes which constitute major changes. When a major change occurs, you will have the choice of either:
accepting the change, or
accepting a replacement holiday from us of equivalent or similar standard and price (at the date of the change), if we are able to offer you one, or
cancelling your holiday, in which case you shall receive a full refund of all monies paid.
We may also have to cancel your travel arrangements. Operation of some holidays are dependent on a minimum number of persons booking the holiday. If that number is not achieved, we reserve the right to cancel the holiday. However we will not cancel your booking less than 4 weeks before the scheduled departure date except for reasons of force majeure (as defined below), or failure on your part to pay the deposit and/or final balance, or any other reason beyond our control. If we are forced to cancel your holiday after departure we will, wherever possible, make suitable alternative arrangements. If we are unable to make such alternative arrangements, or you reject these for good reason then we will return you to your point of departure and refund you for any unused services, if appropriate. Where we make a major change to or cancel your holiday, except where a major change or cancellation arises from circumstances amounting to force majeure, consolidation due to minimum numbers not being attained, flight schedule changes, third party resort development, failure on your part to pay the deposit and/or final balance or for any other reason beyond our control, we will pay you, as a minimum, compensation as detailed below. Any compensation payable will be on these scales, based on how many days before your booked holiday departure we tell you of a major change:
*We will only make one compensation payment for each full-fare-paying adult in the holiday booking. Any children not paying the full adult fare will receive compensation on a pro rata basis of the adult fare. Children using a free child place will not receive any standard compensation payment. We strongly recommend that you make no travel arrangements to your point of departure, make any connecting travel that is non-refundable or non-changeable or incurs penalties or incur any costs in respect of visas or vaccinations until such time as your travel itinerary has been confirmed on your Departure Documents. If you make such arrangements which you are then unable to use due to a change in your itinerary we shall not be liable to you for the cost of those arrangements. Circumstances amounting to “force majeure” include any event which we or the supplier of the service(s) in question could not even with all due care, foresee or forestall such as (by way of example and not by way of limitation) war, threat of war, riots, civil disturbances, industrial disputes, actual or threatened terrorist activity and its consequences, natural or nuclear disasters, fire, acts of God, unavoidable and unforeseeable technical problems with transport for reasons beyond our control or that of our suppliers, closed or congested airports or ports, hurricanes and other actual or potential adverse weather conditions, flood, epidemics, health risks or pandemics illness and any other similar events. In the unlikely event that there are any changes made to other holiday arrangements, we will try to tell you before you go, although we are not obliged to do so, nor are we obliged to compensate you. If your booking for other holiday arrangement are cancelled we will do our utmost to ensure you receive a full and prompt refund of the price of these arrangements.
6. If You Change Your Booking
If you want to change any details of your booking (such as changing to a different hotel or changing a name in your booking)or to cancel an optional extra you have booked, we will do our best to help but please note that changes are subject to availability and changes which are more major changes, such as those that would lower the basic price of your holiday or that would otherwise result in your holiday ceasing to be a Package Holiday, will be treated by us as a different holiday and changes to the hotel or flight within 84 days (for travel agents 70 days) of departure will also be treated by us as a cancellation and will be subject to cancellation charges. We charge an 'Amendment Fee' per person for each detail of the booking which we allow you to change without a cancellation. If you make the allowed change more than 84 days (for travel agents 70 days) before departure, the fee will be £35 per change per person. If you make the allowed change within 84 days (for travel agents 70 days) days of departure, the amendment fee will be £50 per change person. The price of your new travel arrangements will be based on the prices that apply on the day you ask for the change. These prices may not be the same as when you first booked your travel arrangements. Name change, and or departure details such as date and time changes are not always allowed by airlines and other transport providers whenever they are made. Whilst we will do our best to change the details of the booking, please bear in mind that most airlines and other transport providers treat name and departure detail changes as a cancellation and charge accordingly. These charges will be passed on to you. Once tickets have been issued, and sometimes even before they have been issued, any changes made to the ticket, including names or initials, will result in you having to pay for the cancelled ticket and buy a new ticket at full cost. If (i) at any time after you have booked your holiday, you want either to change to a different holiday or change your hotel or flight, and as a result your holiday ceases to be a package Holiday; or (ii) within 84 days (for travel agents 70 days) of departure, you want either to change to a different holiday or change your hotel or flight; then you will have to pay cancellation charges (see section 7). Some types of accommodation (such as apartments, or hotel rooms with reductions for three adults) are priced according to the number of people staying there. If your booking changes because someone in your party cancels, we will recalculate your booking cost based on the new number of people going. If fewer people share the accommodation, then the cost for them may go up. This extra cost is not a cancellation charge, and it is not covered by travel insurance. Subject always to the above, if you are prevented from taking the holiday you have booked, you may transfer your booking to another person, provided you meet the following conditions:
You must authorise us to make the transfer;
The person to whom you transfer your holiday booking must comply with all the terms of the existing booking;
That person must accept the transfer and the terms of Our Agreement;
That person must show us new evidence of their holiday insurance, as your policy cannot be transferred to another person (and the premium cannot be refunded);
We will also charge amendment fees in accordance with these terms. This will be added to the new Invoice issued to that person; You cannot transfer a holiday booking within 14 days of departure; and
You will remain responsible for the payment of any balance on that new Invoice should that person fail to pay it.
Both the transferor and transferee will be jointly and severally liable for payment of the holiday price and other associated expenses.
7. If You Cancel Your Booking
If you want to cancel your booking or part of it, you or your travel agent must advise us. Once we receive your notice of cancellation you should expect to receive a Cancellation Invoice within 14 days. If you do not then please contact us in writing. To cover the cost of processing your cancellation and to compensate us for the risk that we may not be able to resell your travel arrangements, we make a cancellation charge on the scale shown below. These charges are a percentage of the total cost of your booking. The person who made the booking is responsible for paying this charge. The size of the charge depends on when we receive your notification – the more notice you give, the less we will charge. We strongly recommend you to take out insurance that includes cover against irrecoverable cancellation costs. Please note that for certain travel arrangements the cancellation charge may be higher than those shown. In certain cases, a 100% cancellation fee applies as soon as the booking is made and the ticket is issued. Please ask for full details of cancellation charges at time of booking. You may be able to claim for the cancellation charge from your travel insurance, please check your policy. Please note: All scheduled flights are non-refundable.
These charges are based on how many days before your booked departure we receive your cancellation notice. These charges are a percentage of the total cost of your booking, not including your insurance premium.
Your deposit is non-refundable, even if the cancellation charge calculated is lower than the deposit amount paid. * Where the standard deposit is increased to secure specific facilities or an additional payment has been made for transport airline tickets (see Section 10 and 12 above) and these are non-refundable in whole or in part, then the scale of charges shown will be calculated based on a % of the cost of all other arrangements and the non-refundable charges will be added to that cancellation charge to give the total charge. Infant charges of £45 and any insurance premium paid are non-refundable in the event of the cancellation of a holiday.
8. Our Liability, Conditions of Carriage and Limitations
Our obligations, and those of our suppliers providing any service or facility included in your holiday, are to take reasonable skill and care to arrange for the provision of such services and facilities. You must show that reasonable skill and care has not been used if you wish to make any claim. Standards of, for example, safety, hygiene and quality vary throughout the transport and destinations that your holiday may involve. Sometimes these standards will be lower than those which would be expected in the UK. The suppliers of the services and facilities included in your holiday should comply with local standards where they are provided. If you suffer injury, illness or death directly as a result of the services provided as part of your holiday we may make a payment to you. We will not make any payment if your injury, illness or death was caused by an event or circumstances which the person who caused it could not have predicted or avoided even if they had taken all necessary and due care. We will not make any payment if your illness, injury or death was your own fault. If we do make a payment, it will be similar to one you would receive under English law in an English court. 1. You must tell us and the supplier involved about your injury or illness and complete a report form while you are in the resort (see section 13). You should also contact our Customer Services Team at Crystal Ski Holidays, DST House, St Marks Hill, Surbiton, KT6 4BH, or email us at firstname.lastname@example.org about your claim within three months of coming home from your holiday, to allow us to investigate it properly and cooperate with us so as to enable us to carry out such investigations. Please include a letter about your injury or illness from your doctor. Our liability, except in cases involving death, injury or illness, shall be limited to a maximum of three times the cost of your travel arrangements. Our liability in all cases will be limited in accordance with and/or in an identical manner to the contractual terms of the companies that provide the transportation for your travel arrangements. These terms are incorporated into this contract; and any relevant international convention as detailed below. We are to be regarded as having all benefit of any limitation of compensation contained in these or any conventions. You can ask for copies of the transport companies' contractual terms, or the international conventions, from our offices at TUI UK Limited t/a Crystal Ski, Legal Department, Wigmore House, Wigmore Lane, Luton, LU2 9TN. We shall have no liability where the cause of the failure to provide, or failure in, your holiday or any death or personal injury you may suffer is not due to any fault on our part or that of our agents or suppliers, because it is either attributable to you, or attributable to someone unconnected with your holiday and is unforeseeable or unavoidable, or is attributable to our employees, agents, subcontractors and suppliers and their staff whilst acting outside the scope of their employment, or is due to information, however obtained, from outside sources such as independent third party websites, or is due to unusual or unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised, or an event which neither we, nor our agents or suppliers could have foreseen or forestalled, or related to any consequential loss not directly connected to the contract with us. If any international convention applies to, or governs, any of the services or facilities included in your holiday arranged or provided by us, or provided by any of our suppliers, and you make a claim against us of any nature arising out of death, injury, loss or damage suffered during or as a result of the provision of those services or facilities, our liability to pay you compensation and/or the amount (if any) of compensation payable to you by us will be limited in accordance with and/or in an identical manner to that provided for by the international convention concerned (in each case including in respect of the conditions of liability, the time for bringing any claim and the type and amount of any damages that can be awarded). International Conventions which may apply include, without limitation: in respect of international air travel, the Warsaw Convention 1929 (as amended) or the Montreal Convention 1999; in respect of rail travel, the Berne Convention 1961; in respect of carriage by sea, the Athens Convention 1974; in respect of carriage by road, the Geneva Convention 1973; and, in respect of hotels, the Paris Convention 1962. For the avoidance of doubt, this means that we are to be regarded as having all benefit of any limitations of compensation contained in any of these Conventions or any other international conventions applicable to your holiday. Other than as set out above, and as is detailed elsewhere in these booking conditions, we shall have no legal liability whatsoever to you for any loss or damage. Under EU law, European Community Regulation (EC) No. 261/2004, you have rights in some circumstances to refunds and/or compensation from your airline in cases of denied boarding, cancellation of or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. However, you should note that reimbursement of the cost of a flight that forms part of your holiday is the responsibility of your holiday airline and will not automatically entitle you to reimbursement of the cost of your travel arrangement from us. Your right to a refund and/or compensation from us is set out in these Booking Conditions. If any payments to you are due from us, any payment made to you by the airline will be deducted from this amount. If your airline does not comply with these rules you should complain to the Aviation Consumer Advocacy Panel on 0330 022 1500 or at www.caa.co.uk. If you purchase any optional activities that are not part of your pre-booked itinerary, the contract for the provision of that activity will be between you and the activity provider. The decision to partake in any such activity is entirely at your own discretion and risk. If you do have any complaint about, or problem with, any optional activity purchased in resort your claim should be directed to the activity provider and not to us. However, should you or any member of your party by misadventure suffer illness, injury or death during the period of your holiday from an activity which does not form part of the arrangements made by us or an excursion purchased through us, we shall, where appropriate and subject to our absolute discretion, try to help if we can. We may help everyone on your booking up to a total cost of £5,000 – as long as the following conditions are met: You must ask us for such assistance within 90 days of the misadventure; You must make a claim under your insurance policy's legal expenses or other appropriate section. You must show us proof that your insurance company has received your claim; and in the event of there being a successful claim for costs against a third party or a suitable insurance policy or policies being in force, you must repay us the costs actually incurred by us in giving this assistance. We may operate holidays in regions where standards of accommodation, transport, safety, hygiene, medical facilities and other infrastructure may, at times, be lower than those you normally expect. The outline itineraries given for each holiday must be taken as an indication of what should be accomplished, and not as a contractual obligation on our part. Changes in itinerary may be caused by local political conditions, flight cancellations, mechanical breakdown, weather, border restrictions, sickness, or other unforeseeable circumstances. Pro rata refunds will be given for services not utilised wherever possible. Please note that the timings of air, sea, road or rail departures are estimates only. These timings may be affected by operational difficulties, weather conditions or failure of passengers to check in on time.
9. Air Carrier Liability for Passengers and their Baggage
Flight notice, flight information and EU blacklist. This is a notice required by European Community Regulation (EC) No. 889/2002. This notice cannot be used as a basis for a claim for compensation, nor to interpret the provisions of European Community legislation or the Montreal Convention, and it does not form part of the contract between the air carrier(s), us and you. No representation is made by the air carrier(s) or us as to the accuracy of the contents of this notice. This information notice summarises the liability rules applied by European Community air carriers as required by European Community legislation and the Montreal Convention. Compensation in the case of death or injury. There are no financial limits to the liability for passenger injury or death. For damages up to approximately 113,100 Special Drawing Rights (“SDRs”) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault. Advance payments. If a passenger is killed or injured, the air carrier must make an advanced payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16,000 SDRs. Passenger delays. In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4,694 SDRs. Baggage delays. In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1,131 SDRs. Destruction, loss or damage to baggage. The air carrier is liable for destruction, loss or damage to baggage up to 1,131 SDRs. In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault. Higher limits for baggage. A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee. Complaints on baggage. If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal. Liability of contracting and actual carriers. If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to ad- dress a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier. Time limit for action. Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived. Basis for the information. The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the European Community by European Community Regulation (EC) No. 2027/97 (as amended by European Community Regulation (EC) No. 889/2002) and national legislation of the Member States. In accordance with European Community Regulation (EC) No. 2111/2005, Article 9, we are required to bring to your attention the existence of a 'Community list' which contains details of air carriers that are subject to an operating ban within the European Community. The Community list is available for inspection at ec.europa.eu/transport/modes/air/safety/air-ban/search_en. In accordance with European Community Regulation (EC) No. 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer if your booking includes flight(s). We do this by listing carriers to be used or likely to be used on the Flights information section of our FAQs. The airline may use wide and narrow-body jets. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard. Some flights may need to stop en route. If we know about this in advance we will tell you. Flight times shown in the brochure, on the website and on your booking confirmation are not guaranteed. Actual flight times are shown on your tickets. Flight times are local times based on the 24-hr system. Please check with the airline regarding luggage allowance limits and the maximum allowable single item baggage weight. If you have a medical condition, serious illness, recently undergone surgery, or have suffered a recent accident, you must advise us and your airline and you may need to be cleared for travel by the airline which will involve obtaining a Fitness to Fly Certificate from your GP.
10. If You Have a Complaint
If you have a complaint whilst away, you must immediately notify the supplier of the service in question (e.g. your hotelier) and our resort representative, and complete a report form whilst in resort. If they are unable to resolve the problem, or a member of our staff is not available, you should contact us straight away by phone/fax/email and we will endeavour to assist. If you are still not satisfied on your return home, you must contact our Customer Services Team at Crystal Ski Holidays, DST House, St Marks Hill, Surbiton, KT6 4BH, or email us at email@example.com within 28 days of returning from your holiday, to allow your complaint to be investigated properly. Please write your holiday reference number on your letter/email, and include all relevant information, as well as your daytime and evening telephone numbers. If you fail to follow this simple procedure, we will have been deprived of the opportunity to investigate and rectify your complaint whilst you were in resort and this may affect your rights under this contract. We will acknowledge your written notification within 7 days and aim to provide a full response within 28 days. We can also offer you ABTA's scheme for the resolution of disputes, which is approved by the Chartered Trading Standards Institute. If we can't resolve your complaint, go to www.abta.com to use ABTA's simple procedure. Further information on the Code and ABTA's assistance in resolving disputes can be found on www.abta.com. You can also access the European Commission Online Dispute (ODR) Resolution platform at ec.europa.eu/consumers/odr. This ODR platform is a means of registering your complaint with us; it will not determine how your complaint should be resolved. If you prefer, you can take your complaint to the County Court or another suitable court. Information regarding complaints may be shared with other tour operators.
DATA NOTICES Customer Data: To provide your holiday and ensure that it runs smoothly, we (and your travel agent, if you use one) need to use information such as your name and address, special needs, dietary requirements, etc. Please be informed that we must pass it to suppliers of your travel arrangements, including airlines, hotels and transport companies; we may also supply it to security or credit checking companies, and to public authorities such as customs and immigration. When you make this booking, you consent to this information being passed to the relevant people. Information held by your travel agent is subject to that company's own data protection policy. Caricom API Data: Please note that some or all of the Caricom states listed below have entered into an agreement with the USA whereby advance passenger data, required by and provided to Caricom states for border security purposes, will be passed to the USA Department for Homeland Security for processing on behalf of those Caricom states listed as follows: Anguilla, Antigua and Barbuda, The Bahamas, Barbados, Belize, Bermuda, British Virgin Islands, Cayman Islands, Dominica, Grenada, Guyana, Haiti, Jamaica, Montserrat, Saint Lucia, St Kitts and Nevis, St Vincent and the Grenadines, Surinam, Trinidad and Tobago, Turks and Caicos Islands. Collectively members or associate members of ‘Caricom'. The UK Information Commissioner's Office has accepted that this will not breach the Data Protection Act but that we are required to bring this to your attention. US Secure flight Data: The Transportation Security Administration (TSA) requires you to provide your full name, date of birth, and gender for the purpose of watch list screening, under the authority of 49 U.S.C. section 114, the Intelligence Reform and Terrorism Prevention Act of 2004 and 49 C.F.R parts 1540 and 1560. You may also provide your Redress Number, if available. Failure to provide your full name, date of birth, and gender may result in denial of transport or denial of authority to enter the boarding area. TSA may share information you provide with law enforcement or intelligence agencies or others under its published system of records notice. For more on TSA privacy policies, or to review the system of records notice and the privacy impact assessment, please see the TSA Web site at www.tsa.gov. Any likeness or image of you secured or taken on any of our holidays may be used by the Company without charge in all media (whether now existing or in the future invented) for bona fide promotional or marketing purposes, including without limitation promotional materials of any kind, such as brochures, slides, video shows and the internet.
12. Visa, Health, Passport, Travel Documentation
It is essential that you ascertain whether or not you can obtain relevant visas and inoculations before making your booking, particularly for late bookings. Whilst we are able to provide basic advice to clients regarding passports and visa requirements, you should check with the appropriate embassy, consulate or the British Foreign Office for the exact requirements for your chosen holiday and date of travel. It is your responsibility to ensure that you have the correct passport and visas to gain access to any country/ region included in the travel arrangements which you purchase from us. If you fail to do so, we have no liability to you for any cost, loss or damage which you suffer, nor will we refund you the cost of any unused portion of your travel arrangements. In some cases, countries will refuse entry to clients who have criminal records. Should you be concerned about this, please check with the embassy or consulate of the countries to which you are travelling. The lead name is entirely responsible for ensuring that all members of the group have the correct and valid documentation for travel. We cannot accept responsibility for any failure to comply resulting in any costs or fines being incurred and we advise you to check with your passport office or the consulate in question if you have any queries. Clients travelling overland to certain destinations may need to also pass through controls of other countries en route so this should be allowed for with any passport/visa applications. When travelling to the US you must have the correct passport to travel on the Visa Waiver Programme or have obtained the correct visa, valid for your stay. Each person wishing to visit the US must have either; i) an e-passport (if your passport is issued after 26 October 2006), or a machine readable passport (containing a digital photograph) if your passport is issued after the 26 October 2005 and a Visa Waiver Form or ii) a valid passport and a valid visa which must be obtained before travel from the US authorities. The US authorities require passengers travelling under the Visa Waiver Programme to register for electronic travel authority on the Electronic System for Travel Authorisation (ESTA). If you have not applied for and received travel authorisation via ESTA prior to travel you may be denied boarding, experience delayed processing, or be denied admission at the U.S. port of entry. However, neither possession of a visa nor meeting the basic requirements for travelling visa-free on the Visa Waiver Programme guarantees admission to the US. As with most countries, the final decision is made by immigration officials at the port of entry. You can apply online by completing the application form at https://esta.cbp.dhs.gov and paying a fee. If you are refused boarding or denied admission at the U.S. port of entry, you will still be subject to our cancellation charges in accordance with the terms of our contract with you. For additional specifics about the Visa Waiver Programme please consult the Visa Waiver Programme information on the U.S. Embassy London website www.usembassy.org.uk. We recommend that you carry your ESTA approval with you when you travel and recommend you register at least 72 hours before departure. Please Note: when you register for ESTA you must have a valid passport at the time of registration. If you have applied for a post dated passport (for example to reflect a change in name) this passport will not be valid until the effective date noted in the passport. Children and minors wanting to travel with a Visa Waiver Form must hold their own machine readable passport or e-passport. Please note that the nationals of some countries can only travel to the US if they have a valid visa as they are not eligible for the Visa Waiver Programme. There is a $14 fee per person charge which is payable by credit or debit card when applying. When travelling to Canada you must check with your foreign office and the Canadian authorities that you have the correct passport and comply with the visa requirements. Under Canada's eTA program, citizens from countries other than the United States, who do not need a visa to enter Canada, will need to obtain an online authorization before flying to Canada, unless otherwise exempted. The earlier travellers get their eTA, the sooner they will benefit from knowing they have been pre-screened to enter Canada. A fee of $7 is payable for processing an application for an electronic travel authorization. An application for an electronic travel authorization must be made by means of an electronic system that is made available by the Department (Citizenship and Immigration Canada) for that purpose. An electronic travel authorization is valid for a period of five years from the day on which it is issued to the applicant or until the earliest of the following days, if they occur before the end of that period: (a) the day on which the applicant's passport or other travel document expires, (b) the day on which the electronic travel authorization is cancelled, or (c) the day on which a new electronic travel authorization is issued to the applicant. Please note that for some trips we need to request special permits, and as such we will require your passport details prior to accepting your booking. Furthermore, if you renew your passport after you have booked, you may be required to take your old passport with you to maintain the validity of the permit. We are able to advise on mandatory health requirements; however, we are not medical experts. It is your responsibility to ensure that you obtain proper and detailed medical advice at least two months prior to travel for the latest health requirements, recommendations for your destination and any costs. You should check this information at least 2 months before departure and again within 14 days of travel. Where you do not do so and either are not allowed to enter any country, or suffer personal injury or death as a result, we have no liability to you for any cost, loss or damage which you suffer nor will we refund you the cost of any unused portion of your travel arrangements. Clients with existing medical problems, pregnant women and anyone who has recently visited other countries should check requirements with their general practitioner. When assessing whether holidays will operate we use information from our local offices in conjunction with advice from the British Foreign Office and other relevant government bodies. It is your responsibility to acquaint yourself with the travel advice provided by these government bodies.
13. Conduct While Travelling
We reserve the right to refuse to accept you as a customer or continue dealing with you if we, or another person in authority, believe your behaviour is disruptive, causes unnecessary inconvenience, is threatening or abusive, you damage property, you upset, annoy, disturb, or put any other traveller or our staff or agents in the UK or resort in any risk or danger, on the telephone, in writing or in person. If the Captain of your flight or any of our resort staff or agents believes that you could be disruptive or that you are suffering from a contagious disease, they can also refuse to let you proceed with your travel arrangements, restrict your movements on board, disembark you from aircraft, or remove you from your accommodation or excursion. If you are disruptive and prevented from boarding your outbound flight in the UK, we will treat your booking as cancelled by you from that moment, and you will have to pay full cancellation charges (see section 7). If this occurs overseas then you will become responsible for your own return home and any other members of your group who cannot or will not travel without you. We will not be liable for any refund, or compensation or any costs or expenses you incur. If you are refused carriage because of your behaviour, or you are under the influence of alcohol or drugs, your airline may pass on your details and date of the refusal of carriage to other airlines for their information. This in turn may make it difficult for you to book other airline tickets. In any of these circumstances no refunds or compensation will be paid to you and we may make a claim against you for any damages, costs and expenses (including legal expenses) incurred as a result of your behaviour including but not limited to (i) repairing or replacing property lost, damage or destroyed by you, (ii) compensating any passenger, crew, staff or agent affected by your actions and (iii) diverting the aircraft for the purpose of removing you from the aircraft. Criminal proceedings may also be instigated. The accommodation we arrange for you must only be used by those people named on your Booking Confirmation or Departure Documents. You are not allowed to share the accommodation or let anyone else stay there. You are responsible for the cost of any damage caused to your accommodation or its contents during your stay. These charges must be met by you and may have to be paid locally. We expressly reserve the right to prevent you from participating in the excursions we provide, whether pre-booked or purchased in resort, if in the reasonable opinion of our staff or those of the excursion provider, you are either unsuited to undertake the excursion, or if you appear to be under the influence of drugs or alcohol. In these circumstances, your sole remedy against us will be to obtain a refund of the cost of that excursion. For the purposes of this section reference to "you" or "your" includes any other person in your party.
14. Your Accommodation
Any accommodation we arrange for you must only be used by those people named on your Confirmation Invoice (or on latest Amendment Invoice issued). You are not allowed to share the accommodation or let anyone else stay there. You are responsible for the cost of any damage caused to your accommodation or its contents during your stay. These charges must be met by you and may have to be paid locally before you leave resort.
15. Contacting you
If you book via our website or have opted in other circumstances for us to contact you via e-mail, we will communicate with you using the e-mail address you have provided. For example, to provide your e-confirmation, e-ticket, e-cancellation, etc. We will assume that your e-mail address is correct and that you understand the risks associated with using this form of communication. Please note that you may still have to contact us via our contact centre or in writing as required in our terms and conditions.
16. Departure Documents
All the information contained in your Departure Documents will be deemed to be part of the contract. Your Departure Documents will be available online or will be sent to you by post, depending on the type of booking you have made, approximately 28 days before your holiday. Further copies can be obtained from us by contacting Customer Services (see above) or from Crystal Ski Holidays, DST House, St Marks Hill, Surbiton, KT6 4BH. Departure Documents contain up-to-date definitive information about the itinerary and travel arrangements. Should there be a discrepancy between the information in the brochure or website, prior documentation and the final Departure Documents we send to you, the information in the Departure Documents supersedes the precious information and will be considered the most up-to-date and accurate.
17. Participation Requirements
All clients are expected to satisfy themselves prior to booking that they are fit and able to complete the itinerary of their chosen holiday as described in this brochure. Anyone suffering from mobility impairment, illness or disability or undergoing treatment for any physical or medical condition must declare the true nature of such condition at the time of booking and make arrangements for the provision of any medication or other treatment which may be required during the holiday. Failure to make such disclosure will constitute a breach of these booking conditions and result in such persons being excluded from the holiday in which case all monies paid will be forfeit. Unaccompanied passengers under the age of 18 years need a letter of consent from a parent or legal guardian. The minimum age of unaccompanied travel is 16 years on the date of departure. Credit cards are required in many hotels and for all vehicle hire for all destinations. A deposit amount will be held. You must ensure you have a card and the relevant credit available.
18. Law & Jurisdiction
If you booked your holiday in any jurisdiction other than in Scotland or Northern Ireland (including any booking via the internet), this contract, and any other claim or dispute arising from or related to this contract, will be governed by English law and the courts of England and Wales shall have exclusive jurisdiction over any claim arising out of it. If you booked your holiday in Scotland, this contract, and any claim or dispute arising from or related to this contract, will be governed by Scottish law and the courts of Scotland shall have exclusive jurisdiction over any claim arising out of it. If you booked your holiday in Northern Ireland, this contract, and any claim or dispute arising from or related to this contract, will be governed by Northern Irish law and the courts of Northern Ireland shall have exclusive jurisdiction over any claim arising out of it.
In order to guide you through our comprehensive range, the following features are to help you choose your accommodation:
Crystal accommodation ratings
With all the various national tourist boards applying widely varying criteria to hotel ratings, the whole question of international hotel grades has become confused. We have therefore applied our own 'Crystal rating', representing the general standards of that country in order that fairer comparisons can be made (an example of a 4.5 Crystal rating is shown above).
Please note: Crystal rating may differ from the official star rating of the local tourist board. Our classifications take into account not only the basic facilities, but also the location, leisure facilities, general character and atmosphere of the hotel, as well as customer feedback. Chalet ratings give comparisons with other chalets but do not provide like for like comparisons with the ratings of full service hotels.
Our chalets range from larger properties to smaller traditional alpine houses and apart-chalets, where we have adapted the use of one or more apartments within a larger complex. Due to this wide range it is difficult to grade them on a like for like basis and, in addition to the facilities available, location and general standard. We have based our grades on our senior managers' opinions and on customer feedback.
GENERAL ACCOMMODATION INFORMATION
- Properties have been carefully chosen and are considered to offer suitable accommodation for the cost shown. In the case of EU countries, the star rating shown is that of the relevant national tourist authority but, as other countries apply widely varying criteria, we have featured our own 'official ratings' to help you choose from the various properties on offer and to compare from one country to another. To avoid confusion, many properties featured are described as hotels as, in our view, terms such as Pension, Haus, Gasthof and the like do not always reflect the quality of the properties and are usually an official grading for tax purposes.
- Annexe accommodation may be part of the main hotel or in a separate building, which is guaranteed to be within walking distance. It should be borne in mind that chalet/annexe accommodation, though it may give access to facilities at the property through which it is sold, may not offer rooms to the same star level as the associated property where your main meal may be provided. This is reflected in the cost reduction.
- Prices are based on accommodation in standard twin/double-bedded rooms unless otherwise stated.
- Check-in/Check-out at hotels is normally after 3pm (after 5pm for apartments) and you should anticipate having to vacate your room by 10am irrespective of the time of your departure. For some European areas, your flight will leave the UK early in the morning and you may arrive in resort before midday, so your room may not be ready when you arrive. On the day of your departure, there will be somewhere to store your luggage free of charge, where you can leave your bags until departure time, though this may not always be locked. Please note: Courtesy rooms may not always be available.
- Credit cards/Travellers cheques: many hotels/properties as a matter of policy require an imprint of your credit card to be taken at registration for security reasons. This is particularly common in USA/Canada, where credit cards are favoured by most suppliers and the majority of commercial outlets in preference to cash, so we recommend carrying one or more of the recognised cards. Visitors to Eastern Europe will generally find that credit cards are not widely accepted and visitors to Austria may find that credit cards are not accepted by 2* and 3* hotels/guesthouses. Travellers cheques are no longer widely accepted as a method of payment but most resorts will have a bank where these can be changed, at a charge.
- Baths may not always be full size and showers may not always have a shower tray or curtain.
- Soap is not normally provided in rooms.
- Wifi access: please see individual property entries for details of WiFi availability. If WiFi is advertised, there may be some service limitations and 24/7 access may not be available. Access may not be available throughout the accommodation, and may be restricted to selected public areas.
- English television: In Europe some accommodations have English speaking channels available, although the selection may be limited.
- Balconies: The payment of a supplement for a balcony facility does not guarantee a specific view or that it will be private, unless stated.
- Cots should be requested at the time of booking. Any additional payment for food/cot hire must be paid directly to hotels, for which we have no control over the cost, and cot linen is usually provided (not duvets). Please note we cannot guarantee that cots will meet British Safety standards. The inclusion of a cot may restrict room space. Some rooms, particularly those described as small or with restricted headroom, may not be large enough to accommodate a cot. Please telephone our Contact Centre for further information.
- Free drinks will be given at the discretion of the hotel owner and the offer is normally limited to one drink per person during evening meals. "Unlimited" free drinks refers to drinks between starter and dessert. This is usually a choice of house wine, beer or soft drinks and will not include spirits, etc.
- Bars in some hotels may not stay open until 11.00pm, particularly when the hotel is family run or when the bar is part of the hotel restaurant.
- Meal service: Hoteliers may decide to change from buffet service to waiter service - or vice versa. We will inform you of this if we are advised in advance.
- Restaurant/dining rooms in certain hotels are open to non-residents - see property descriptions for details.
- Smoking restrictions: In some countries, e.g. France, Austria, Italy and several North American states, smoking is increasingly prohibited in public places - e.g. hotels, restaurants, bars etc. It is your responsibility to obtain information from the relevant tourist offices before you book if such restrictions would affect your holiday enjoyment.
- Hotel facilities: Leisure facilities, saunas, hot tubs and other facilities advertised as available at a hotel, unless specifically stated as being "free" will carry a charge payable to the hotelier. Children may not always be allowed in hotel bars, particularly in North America, even when accompanied by their parents. In some cases swimming trunks, not shorts, and swimming hats may be compulsory.
- Fitness rooms/health suites: Facilities will vary and we cannot guarantee the range or type of equipment provided will be as extensive as in a purpose built gym.
- Saunas: In Austria it is quite usual for people not to wear bathing costumes in saunas.
- Late night entry: please ensure you always check the arrangements for late night entry in the event your hotel closes the main door at a specified time.
- Car parking is not always available at hotels and therefore if you require this facility please check at the time of booking or call the hotel direct.
- Local functions: Nowadays, even small hotels can be used as venues for weddings, local celebrations and conventions. Hotels will always try to ensure that guests are not inconvenienced but some disturbances may occur.
- Christmas and New Year in hotels: Special Christmas dinners and festivities are usually offered in all half-board hotels and are included in the holiday price. Please note that formal dress is often expected in the larger, more exclusive hotels for Christmas and New Year, (usually 4 and 5 Crystal rated hotels).
- Distances to ski lifts, resort centre, amenities etc are shown in minutes and is calculated whereby 100 metres is equal to 1 minute walking in ski boots.
Please be advised that Fire safety standards in Switzerland differ to those in the UK and on occasions you may be in a hotel where the fire escape is in the form of an external ladder and/or you may be required to evacuate via another bedroom. Please ensure you familiarise yourself with the exits and procedures in your hotel on arrival and if you have any questions please do not hesitate to contact a member of reception or our resort staff. Please be advised that safety standards with regards to balconies differ between countries and on occasions you may be allocated a room whereby the balcony is lower than we would expect in the UK. For your own safety, please ensure that you take care when on the balcony and do not lean on or over the railings. If you have children below the age of 12 in your party, please ensure they are supervised and not left unattended at any time.
Full and half-board: a set menu is usually offered to all customers who book meal arrangements, with limited or no choice of menu, unless specifically stated. Meals usually start with dinner on the first day of your arrival in resort and finish with breakfast on your day of departure. If you arrive after the hotel's restaurant closes, it is likely that a cold platter will be provided and if you have an early morning departure hotels may not be able to provide a full breakfast. Sometimes hotels may allocate tables on a shared basis and in some countries, particularly Italy, it is common for individual napkins to be re-used if clean and re-presented in a personalised envelope.
Vegetarian/special diets: Vegetarianism is still relatively uncommon in some areas of Europe, particularly in France and Eastern Europe, so customers requesting such meals may find choice limited in some hotels. Similarly gluten free diets are sometimes less catered for in Italy. It may be difficult for some hotels to cater for the needs of customers with strict special diets. If you have any special dietary requirements it is important that you request these at the time of booking.
Eastern Europe offers exceptional value. However, it should be noted that standards cannot be compared with those found in Western European destinations. Whilst some hotels boast a good range of facilities, they may not always be of a comparable standard to Western European hotels, particularly in terms of service and the variety of food offered. The provision of some basic foods, for example, can be restricted at times, which results in a limited choice of food being offered and, bearing this in mind, we would not recommend Eastern Europe as an appropriate destination for vegetarians or people with specific dietary needs.
Please note: Packed lunches may sometimes be made up by guests from the breakfast buffet. In some hotels, due to limited space, it is normal for customers to share a table at dinner.
Rooms described as superior, suites, junior suites, apartments etc offer a variety of facilities and room configurations. As these descriptions vary considerably from country to country it is not possible for us to provide a standard description which will adequately cover all the variations. Therefore, please make specific enquiries when booking to ensure the accommodation meets your requirements, particularly for suites and apartments. Rooms that are small, located under the eaves, cabin rooms, in annexe accommodation and suites will be highlighted in the price panels.
Single rooms may not always offer the same facilities or location as twin rooms and the payment of a supplement does not necessarily mean that a twin room will be provided for sole use. Often single rooms are purpose built and intended for sole use only. "Single Savers" do not apply to all single rooms in a property or on all dates.
Cabin rooms are sometimes featured in chalets/apartments and are small internal rooms which may not necessarily have natural light, sometimes with restricted head room. These rooms may have pull-out or bunk beds.
Eaves rooms are so described because they have sloping roofs and beams, often with skylight windows and reduced headroom. These rooms may have pull-out or bunk beds.
Twin-bedded rooms in Austria, Switzerland and some Italian and Slovenian resorts are normally one large base with two mattresses/duvets. These are also known as 'Austrian Twins' and are regarded as two beds. Separate twin beds are rare and cannot be guaranteed as available. Some twin beds may be in ahead to head position.
Triple rooms are usually based on a standard twin room or standard double for two persons with an additional sofa/put-up bed added for the third person that may restrict space. Purpose-built triple rooms are rarely available.
Four-bedded rooms are sometimes available, particularly in North America, and may be based on two queen beds or a king bed with additional sofa/put-up beds which may restrict space. Please refer to the room description for the type of beds provided – invoices will always show room and then bed type.
Quad rooms are also sometimes available in our European destinations. Such rooms normally comprise a standard twin/double room with additional sofa/put-up beds being added for third and fourth occupants. This arrangement may restrict space.
Under occupancy supplements: Unless under occupancy supplements are paid rooms will be allocated in accordance with the number occupying the room. Any room facility supplement will still apply. For example two people paying a supplement for a quad room with private bath and shower will receive a room with two (not four) beds. The supplement is payable for the private bath and shower.
North America rooms: Rooms are costed on maximum occupancy and the cost of the room is the same regardless of the bed configuration.
Other guests: We do not have details of other guests in hotels or apartments and are unable to provide any information in this respect. Neither are we advised of any conference/convention bookings, schools or wedding groups. We are not privy to details of individuals booked in to chalets and Crystal run hotels and, in any event, would not be at liberty to divulge such information. We have no control over the behaviour of other guests and our reps will assist wherever possible if any other guest's behaviour is considered discourteous or anti social.
CHALETSFood and drink
Meals are offered on a half board basis only and taken communally at set times. Afternoon tea is laid out and available on a first come, first served basis. Early children's meals can be provided in all chalets but a special children's menu may not be available. For late arrivals (after 10pm) a cold platter or simple snack will be provided. Please note chalet staff have one day off per week when breakfast and afternoon tea are left out and you are free to sample a local restaurant for your evening meal. Free wine is served with dinner in all chalets. Once coffee has been served, this will no longer be available.
Chalet bedrooms and facilities
Chalets are, for the most part, family homes rather than hotels and as such do not offer the same type of privacy or facilities as purpose built hotels or apartments. Rooms vary in size, even if similarly priced, and there may be limited hanging and storage space. Many chalets have bedrooms with private facilities (though not always en suite) whilst in others bathroom facilities are shared between guests (usually 4-6 people) and sometimes with Crystal staff who are resident in the chalet. It may not always be possible to provide every guest with a front door key, though an increasing number of chalets now have an entrycode system. The majority of chalets have lounge areas although seating may be limited.
Service is relaxed and friendly and as such these accommodations will rarely provide the same facilities or levels of service found in hotels.
For your convenience all our chalet descriptions show the individual room numbers, which will be confirmed on your invoice, so you can be sure of getting the exact room you booked.
Under occupancy supplements
These will apply when rooms are not used to maximum capacity, provided you book the minimum number required. Please note: Under occupancy supplements are based on 2 adults sharing. Should you wish to book a chalet within Europe for less than the advertised minimum capacity, the supplement for each unused bed is the applicable per person brochure price minus up to £150 which may vary depending on departure date and property chosen.
In the interest of fire and safety regulations, laws of individual countries and out of consideration for other guests, all our properties are non-smoking.
If you are staying in a chalet, please bring some slippers or indoor shoes with you. Wet floors are slippery and uncomfortable for everyone so you will be asked to leave your outdoor shoes by the front door.
All Crystal properties include bed linen and one bath towel and one hand towel per person. A mid-week change of towels is included on request.
Accommodation is normally available from 4pm on the day of arrival and you should anticipate checking out before 10am on the day of departure.
In consideration of other customers, use of hot tubs is not permitted after 10pm. Many chalets now benefit from hot tubs and saunas. Hot tubs can be used 5 days per week between 5.30pm and 7.30pm and will be locked outside these hours. Children should not use hot tubs and saunas unsupervised and adults should follow instructions for their own safety. It is not recommended that young children use these facilities.
Free Chalet WiFi
There is free WiFi installed throughout all of our Crystal chalets. In the event of technical issues outside of our control no refund or compensation will be given. No liability will be accepted for any loss or damage for any device used to connect to our WiFi service.
Staff night off
Our chalet hosts have one day off per week so evening meals are for a total of six nights only, leaving you free to sample a local restaurant. In chalets, breakfast and afternoon tea is laid out for you to help yourselves. Days off vary from resort to resort, but are usually Tuesday or Wednesday but will be changed to avoid falling on Christmas Eve, Christmas Day or New Year's Eve.
Chalet age limitation
Please note, children under 12 years are only accepted in chalets where specified as either during UK school holidays or all season, unless a party is booking the entire chalet. Therefore, it is essential that all children's ages are advised at the time of booking. If we are not advised that children under 12 will be in the party where children are not accepted, we reserve the right to provide alternative accommodation upon arrival in resort and pass on any additional costs incurred. However, children are welcome in our Crystal-run hotel.
Please request at time of booking if you require this facility, for which there is a £10 charge.
Chalets don't normally offer facilities to store valuables.
When booking allocation on arrival guesthouses in Austria, bookings of more than one room cannot be guaranteed to be in the same accommodation, though we will of course endeavour to do so. Rooms booked without private facilities within them may require you to pay a nominal fee for showers provided at that property. Guesthouse accommodation offers bed and breakfast accommodation, although half-board is usually available, taking the evening meal in one of our hotels or in a village restaurant.
SELF-CATERING STUDIOS AND APARTMENTS
All bed linen costs (although not towels unless specifically stated) and local taxes are included in all Crystal prices. All accommodation is basically equipped with cutlery, crockery etc. Kitchenettes usually offer only two or three hot plates and not ovens, unless advertised to the contrary. Items such as toasters and kettles are not considered to be essential kitchen appliances in Europe and are, consequently, rarely provided. Customers are normally expected to make their own beds on arrival. Please also note that 'starter' packs are rarely provided and you should, therefore, anticipate purchasing items such as milk, toilet roll, etc. on arrival (or the following day if you arrive late). When more than one apartment is booked of the same or different type, we cannot guarantee they will be in the same block, although a request will be accepted wherever possible. (see Special requests). Please note: In some Austrian and French apartments electricity charges, based upon use, may be payable locally. Other residents within the apartment blocks may sometimes have their dogs with them. Cleaning of studios and apartments: The initial cleaning before your arrival is normally included and, unless specified in the accommodation description, is not provided during your stay. If cleaning is provided it may not be available during public holidays. You will be expected to take out your rubbish and wash up regardless whether cleaning is included or not. Apartment agencies expect the accommodation to be left in the state they were found and will usually deduct a 'cleaning charge' from your deposit if this not done. Upon check-in, the residence will provide their rules and further details on the "end of stay" cleaning required, please check with reception before your departure.
An inventory deposit against damages or breakages may be collected on arrival or an imprint of your credit card may be required (please check the accommodation's page). This will usually be between £150 and £250 (but up to £500 for some larger apartments), per studio/apartment, and is refundable on your departure, or later, directly by the local agent if, for example, you are obliged to depart early. It is in your best interests to leave the accommodation as it was found, as deductions for breakages, damage or leaving the accommodation unclean can be made by the local agents. As deposits are normally held by the accommodation owner/management and not Crystal, we cannot become directly involved in situations or disputes that may occur. You will need to pay the deposit on a credit card or in local currency UK personal cheques are unacceptable.
Apartments in France
These provide excellent value for money and are often in good locations. Check-in is not until 5pm although a luggage room is usually provided. Late arrivals (after the reception is closed) may only be able to get a full set of keys in the morning. Check-out is usually 10am. Some apartments are made up of several residences with one central check-in location. You may be allocated a separate residence building on check-in and will be required to walk to it. Apartments must be thoroughly cleaned on departure. Small espresso cups are often provided in older apartments not mugs. Linen is provided but beds are not made up unless stated.
We're all about giving you support, expertise and knowledge before, during and after your holiday – it's what we do. There are two main levels of rep service in resorts:
In most resorts our reps will meet you at the airport and help get your lift passes, equipment hire and tuition sorted. They'll also be available in resort, so, if you need anything during your trip, just check your info pack or the Ski Explorer app to find out where they'll be, and come have a chat.
There won't be a rep based in some resorts, but we'll meet you at the airport to give you your vouchers if you've pre-booked lift passes, equipment hire or tuition, to make sure you're ready for the mountain. There won't be any Crystal-run après events, but you can check your info pack or the Ski Explorer app for details on local events and activities.
Please check the Resort Info section of our specific resort pages to find out which level of rep service there is.
A resort info pack is available online before departure and throughout your stay. Standard internet access and mobile web browsing charges apply (check your mobile tariff for details). Your info pack includes details for your arrival and useful information on your chosen resort and ski area and weather reports. We strongly encourage all of our customers to have a look at this information pre-departure. You're also able to view this information through the resort guide area of our free Crystal Ski Explorer app. Please note that the information provided may change from time to time and accuracy cannot be guaranteed but your rep will update you with any changes on arrival if necessary.
ACTIVITIES AND APRÈS SKI EVENTS
The advertised events are dependent upon operational availability, minimum number of participants and pre-season auditing, and therefore, some events may not always be available due to insufficient demand or, in some cases, adverse weather conditions. All mentioned restaurants and other venues, which are not owned by Crystal, are not under our direct control and have not been inspected by us. Therefore, any recommendation is merely an indication that these facilities have proved popular and are worthy of mention and not a personal recommendation by Crystal. 1. Heli-skiing opportunities are arranged with the best local operator. As with all adventure sports, you partake at your own risk and you will be required to sign a disclaimer prior to the activity. Please also note that if, due to adverse weather conditions, or other circumstances beyond our control, the heli-ski package is unavailable during your stay, our liability is limited to a full refund of the cost paid. 2. Any other excursions or hazardous activity in which you partake locally, such as tobogganing, paragliding, inner-tubing or snowmobiling etc. are at your own risk and liability and may not be covered under the terms of your holiday insurance. Please check the details of your individual policy before participation. 3. Any specialist ski clinics will always be dependent on the following: Weather, powder or piste conditions; Minimum numbers (on some courses); That your skiing/boarding is of a suitable level to join the course; That you have appropriate insurance cover.
A small amount of foreign money can be very useful when you arrive abroad. In Slovenia, Sterling is widely accepted in banks, hotels and bureaux de change. Scottish and Northern Irish bank notes can cause confusion outside the UK. Should you wish to take any sterling abroad, it's probably best to take English Sterling notes. Credit/Cash Cards – most major credit cards are widely accepted in most countries abroad and can often be used in cash poimts with your usual PIN number. Most European countries also accept cash cards with Cirrus & Maestro using your existing PIN number.
SKI AND SNOWBOARD SAFETY
Like any activity in the mountains, the risk to yourself and others is easily minimised by following a few simple guidelines. Choose your resort carefully: mixed ability groups, in particular, must remember that skiing should be safe and fun for everyone. Do not encourage fellow skiers to venture onto slopes that are beyond their capabilities. It is also worth noting that because of their steep terrain some of the resorts favoured by experienced skiers may carry an increased risk of avalanche. Let the experts guide you: A guide with essential information to help you get the most out of your skiing is included in the info pack, with links to the FIS Safe Skiing Code. Please take the time to read this simple common-sense advice, which is provided with your safety. Combining this with up-to-date information on arrival will help you to stay safe both on the slopes and in the resort. Avalanche danger: In extreme weather conditions, any resort may be at risk, so never ignore warnings. Signs and flags around part or all of the pistes indicate that avalanche danger is present but do not rely on these alone. Local experts are there to help so ask for advice from the local ski school or ski lift company on a daily basis. When necessary resort authorities may close some or all of the pistes. Remember this is done to ensure your safety. Never attempt to ski on runs which are closed, or go under a boundary rope into an area not part of the prepared ski area. Off-piste: If you are able to ski off-piste you must have appropriate insurance and employ the services of a qualified guide. Never ski off-piste during risk of avalanche. Snow conditions: Snow Reports information is provided by On The Snow and not Crystal. Therefore, the information provided is not under our direct control and we cannot accept liability for any disappointment which may arise as a result of the information provided.
Important travel information including visa and passport information, flight information, air carrier liability and car hire conditions for your ski holiday booking.
Important travel information
Holiday and flight supplements
The basic holiday price shown on each page below the hotels is based on departures with no Holiday supplement, which means there is no Flight supplement and no 'Base Price supplement'. Departures that do not attract a Flight supplement are shown as £0 or NIL supplements in the Flight supplement tables. If you choose to fly from a different airport, or on certain days, a Flight supplement may apply, as shown on the Holiday supplement and Flight Information page and will be included in the Holiday supplement on your booking. Flights not listed in our published information, but which become available, may also attract charges, worked out in the same way. Please note that some holidays are only available with flights with extra charges, either because the accommodation is available only on certain days of flying, or because onwards travel arrangements are only available at certain times. A Base Price supplement will be included in the Holiday supplement according to demand. This 'supplement' can be a discount, if the holiday demand is lower than expected or it can be a supplement if the holiday demand is higher than expected. We reserve the right to increase or decrease the Base Price supplement and therefore the Holiday supplement, according to demand.
Approximate timings: In order to keep prices low and still offer you as many UK departure airports as possible, we often need to combine transfers to and from the resorts for passengers from several arriving and departing flights. This means you may incur additional waiting time on arrival at the airport and on your return, though we will do our best to keep waiting times to a minimum. Transfer times listed on resort pages, which apply to the actual journey time after leaving the airport/station, are approximate and can vary due to poor weather, traffic conditions or transfer routes. Please note that some transfers to your resort may not be accompanied by a rep and may include transferring onto a smaller vehicle to take you into the resort and your accommodation. Please note that transfers which involve crossing national borders may be subject to delays as a result of immigration control and customs. Therefore, approximate timings as advertised may sometimes be longer than anticipated. We recommend the customers contact the Embassy of the destination country for any visa requirements prior to travel. Due to customer demand we are offering express direct transfers on certain routes and trains in Switzerland (this is why these flights carry a larger supplement). At Crystal, we are proud of our record of shorter waiting times at our overseas airports, with transfer coaches over last few winters leaving within an average 30 minutes of the first passengers boarding. Due to traffic and parking restrictions in some resorts, a short walk may be required to reach your accommodation. Where possible we will endeavour to assist you with this to minimise any inconvenience however this may not always be possible.
Airlines are now required to provide passenger details to government authorities in advance of travel for the purpose of border control. This includes information contained within your passport. If you are travelling on a scheduled carrier please contact your airline directly to supply this information. Failure to provide this information may result in you being unable to travel.
We'll keep you informed and in the unlikely event of a flight delay, we will endeavour to provide refreshments and or meals as per EU regulations (copies will be available at the airline counter) where it is reasonable to do so, unless it is likely to cause a further delay to your flight. In the event of extended delays, we will try to make arrangements for overnight accommodation for you, though this is not guaranteed, and again depends on local circumstances. You should be able to reclaim the costs against your insurance policy. Please note we may not always be aware of delays on some scheduled or internal flights - in which case, if applicable, welfare arrangements will be made by the airlines. If you are travelling in the USA or Canada utilising connecting flights and experience a delay, please phone free from any USA or Canadian payphone 1888 877 6445 (or alternatively call +1 970 547 0788 from any phone) to inform us of your amended travel details.
Times and routes
All land and air travel arrangements, airlines and aircraft types, timings, routings and arrival airports are provisional until confirmed with your tickets and may change after this due to circumstances beyond our control. We reserve the right to substitute airlines/aircraft and make any necessary alteration to your travel arrangements, including method of carriage, in a force majeure situation to enable us to fulfil our obligation to transport you to/from the resort or your UK departure airport.
There is a ticketless system with Eurotunnel. We will include in your final documentation the 8 digit booking reference number. Please quote this at the automated check-in lanes (by typing in the number) or to the Eurotunnel staff at the manned check-in lanes.
Flying when pregnant? Check out the policy for TUI flights. For all other airlines, please check with the airline directly.
These may be taken by carriers and/or airports, port authorities and other competent authorities, resulting in delays, diversions or re-scheduling. When such situations occur, this is not within our control and we do not accept liability for them.
From the point of arrival to transfer vehicle and from transfer vehicle to accommodation, and return, remains your responsibility to ensure that your luggage and personal property is loaded/off-loaded from the transfer vehicle. Please note that porterage is not included, unless indicated otherwise.
Name change on tickets
If a name change is requested on charter tickets once tickets have been issued, a charge of up to £50 per ticket will be made. There will also be a charge for the re-issue of charter tickets and this will be £50 per ticket.
Visas and passports
Please have a look at our ‘Visa, Health, Passport, Travel Documentation’ section on our Holiday Agreements page for more information.
An infant is defined as a child who is under the age of 2 years on the day of return travel. Children 2 years and above must have their own seat booked and paid for on the aircraft. Infants under 2 years as defined above can either sit on an adult's lap with the appropriate seat belt or alternatively you can book a seat at the child price or the airfare price, if this is lower than the administration charges below.
Europe - £45 Admin Charge
USA & Canada - £179 Admin Charge
If you do book a seat you must use a purpose-designed car safety seat as long as it has a proper restraining harness and can be fixed facing forward on the seat in the plane (you are required to bring your own car seat, in good condition and provide the instruction leaflet for the cabin crew). We recommend you call the airline direct to check for any restrictions and further advice.
Remains specified by charter airlines and must be strictly complied to avoid excess baggage charges or luggage being off-loaded from the aircraft, as we will not accept claims in the respect. Flying with TUI: The current EU limit for the maximum weight for one item of luggage is 25kg. Those who have pre-paid for an allowance exceeding 25kg must check-in another bag. Baggage allowance can be pooled over the party e.g. 60kg between 3 passengers. Infants under 2 years will have their own allowance of 10kg.
Carriage of skis/snowboards and boots by air
With a growing number of skiers and snowboarders taking their own equipment on holiday, charter airlines are finding it increasingly difficult to cope with the extra weight and handling of these items. This has increased the risk of luggage being off-loaded from aircraft. In common with all other major winter sports operators, we have therefore introduced a system to improve the reliability of ski/snowboard carriage as a paid for service per pair of skis/snowboard bag up to a maximum weight of 15kg for a single bag, and where offered, up to 20kg for a double bag. If you wish to have skis or snowboards added to your booking, these must be added at the time of booking and if they should fail to arrive on your flight, the charge will be refunded and skis forwarded to you in resort free of charge. We will also arrange hire for you until your skis arrive. If you have paid for single ski carriage you will receive 1 set of skis and/or snowboard, or if double ski carriage has been booked, you will be provided with 2 sets of skis and/or snowboards. If you do not pre-book your skis/board carriage, there is no guarantee that they will be carried, but if accepted, a minimum £50 charge will be levied at the check-in desk by an appointed rep. This charge does not apply to scheduled airlines, unless operating as a charter, where ski equipment may be included in the total baggage allowance and additional charges may be levied if this is exceeded. Please note ski/snowboard boots contribute to the overall luggage allowance and must be checked in as hold luggage.
Carriage of helmets
Helmets are not permitted in your hand luggage if you are flying to/out of Chambéry airport.
Seats with extra space
You may be able to reserve seats with extra space for your journey. Some of these seats are located close to Emergency Exit doors, and some are situated behind a 'bulkhead' or dividing wall, where there's extra space from not having a seat in front of you. For safety reasons, Emergency Exit seats are only available to passengers who are able bodied and of suitable size. You must have no medical conditions and, in the opinion of the cabin crew or check-in staff, have the strength and full mobility to open the Emergency Exit door. It is a Civil Aviation Authority requirement that only customers aged 14 years and over occupy these seats. Extension seatbelts cannot be provided on Emergency Exit rows. Only a limited number of seats with additional space are available
Pre-book your seats with TUI flights
Seats together: guarantee that your party sits together on both the outbound and homeward TUI flights. Exact seat numbers will be given at check in. Prices are just £15 per adult and £7.50 per child.
For those who have their own accommodation, return flight seats are available at extremely competitive prices starting from just £99. Some transfers can also be pre-booked.
Air carrier liability for passengers and their baggageThis information notice summarises the liability rules applied by Community air carriers as required by Community legislation and the Montreal Convention.
Compensation in the case of death or injury
There are no financial limits to the liability for passenger injury or death. For damages up to 100000 SDRs* (approximately £105,000) the air carrier cannot contest claims for compensation. Above that amount, the air carrier can defend itself against a claim by proving that it was not negligent or otherwise at fault.
If a passenger is killed or injured, the air carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16000 SDRs (approximately £17,000).
In case of passenger delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for passenger delay is limited to 4150 SDRs (approximately £4,400).
In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures. The liability for baggage delay is limited to 1000 SDRs (approximately £1,050).
Destruction, loss or damage to baggage
The air carrier is liable for destruction, loss or damage to baggage up to 1000 SDRs (approximately £1,050) In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.
A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee.
Complaints on baggage
If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal.
Liability of contracting and actual carriers
If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.
Time limit for action
Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.
Basis for the information
The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by Regulation (EC) No 2027/97 (as amended by Regulation (EC)No 889/2002) and national legislation of the Member States. *SDR (Special Drawing Rights) is a unit of account created by the International Monetary Fund in 1969, based on a basket of the world's leading currencies, principally US Dollars, Euros, Japanese Yen and Sterling.
Air carriersIn accordance with EU regulation 2111/2005 please note that there is a 'community list' which contains details of air carriers that are subject to an operating ban within the EU community. This list can be seen at ec.europa.eu/transport/modes/air/safety/air-ban/search_en. We have listed below the code and full name of the carriers to be used or likely to be used in our ski programme:
AA – American Airlines
AC – Air Canada
AP – Alba Star
ABR – ASL Airlines (Ireland)
BA – BA Cityflyer
BA – British Airways
BE – Flybe
DL – Delta Airlines
EZY – Easyjet
IG – Meridiana
JL – Japan Airlines
JP – Adria Airways
KL – KLM Royal Dutch Airlines
LS – Jet2
LX – Swiss International
NO – Neos
OS – Austrian Airlines
ST – Germania
TCX – Thomas Cook Airlines
TOM – TUI
UA – United Airlines
VS – Virgin Atlantic
ZT – Titan Airways
7M – Mistral Air
Car hire is available on request. Please call on 020 8610 3123 and talk to one of our advisors if you would like to add this feature to your booking.
Throughout the year we run lots of promotions to help get you on the slopes for less – here you'll find full details of all the savings and discounts we have running at a given time so keep checking back here to see the latest offers from Crystal. View Crystal Ski Holidays promotion information here.
SKI PACK INFORMATION
Lift passes, ski/board hire and tuition
For greater convenience, pre-book your ski essentials; hire of skis and poles, board, boots, tuition and lift passes, with details confirmed on your Invoice. Costs detailed here may be different to resort prices. A saving cannot be guaranteed when a ski pass covers both high and low season. Crystal reserve the right to increase the costs at any time or to withdraw products or services including the Special Offers mentioned on the various resort pages. In this event, customers who have not already purchased ski pack requirements will be able to make arrangements in resort.
Ski hire levels are standard, intermediate and advanced. Most modern skis are now carving skis. Intermediate skis will be newer models usually not more than two years old (except Bulgaria and Slovenia) with higher performance and suitable for more types of terrain. Advanced skis are newer and high performance skis. In some resorts we also now offer expert skis.
Ski pack advance purchases cannot be made within 72 hours of departure, but our local rep will be able to assist you with arrangements locally at the prevailing local rate, which may have varied from that previously indicated.
Some offers may not be available locally and have to be pre-booked.
In Bulgaria as resort prices are considerably higher, we would strongly recommend that you pre-book your lift pass and equipment at time of booking.
The overall ski areas covered by lift passes advertised and sold by Crystal occasionally may be subject to change by local lift companies/resort authorities and is outside our control. Should this situation arise, this may reduce the number of pistes and ski area available.
In many resorts there are reductions in prices for senior and younger passengers. Details of eligible age ranges are on the relevant resort pages. The local lift companies may amend the age ranges and available reductions at their discretion, which is outside of our control and where this occurs, any refund or supplementary amount due will be payable either in advance or locally. You may need a lift pass photo, although most resorts no longer require them, please check your online info pack to confirm.
Lift pass price promise for North America:
We will not match lift ticket prices when they involve booking other components to qualify.
You must be legally able to book the lift ticket to qualify.
If we are unable to match the lift ticket price we will give the best discount possible at the time.
If you require boot size 11 or over it is recommended you purchase your own boots prior to departure. Please note that, unless pre-booked, we cannot guarantee availability of hire equipment.
Children's equipment rental usually applies up to a child height of 1.5m, shoe size 36 and ski/board length up to 1.5m, although this varies by resort and supplier. Where we have specified a maximum age for children's equipment, this rule applies as long as the child's height and shoe size do not exceed those stated on the resort pages. Any equipment rental outside the limits set by the supplier will need to be upgraded to adult rental.
Ski helmets are either recommended or compulsory for children under 15 years in most countries.
The number of hours of tuition varies between resorts and lesson type. On each resort page we provide the most up to date information that we have about timings and lengths of lessons but these are subject to change by suppliers, which is out of our control. The prices quoted are normally by lesson type and therefore where the hours/timings are varied, refunds are not usually due. Where there is a material change to the pre-booked lesson e.g. the supplier reduces the number of days in a package, then we will refund the difference between the two product packages.
In peak periods in the resort, ski schools often change, reduce or alter the timing of their lessons.
There may be other nationalities participating in group lessons.
The availability of lessons is dependent on minimum numbers and time of year and on occasion, it may be necessary for the ski school to reduce the number of hours of tuition when minimum group size for a class is not reached. In most Italian and some French resorts, when minimum numbers are not reached, private tuition for less hours will be offered. No guarantee of availability can be given in low season.
In some resorts English-speaking instructors may not always be available, particularly at peak times.
Off-piste courses are very much dependent on weather conditions and subject to minimum numbers. If joining one of these courses you must be able to ski to the stated level and have adequate insurance cover otherwise you will not be allowed to participate.
Children's ski school
In selected resorts child ski school will only run if sufficient children are booked in. If numbers are low, children may join adult ski school. For young children learning to ski the minimum age depends on the child's ability, and ski school facilities. For children under 6 years skiing for the first time, it may be recommended that the child goes to kindergarten in order to familiarise them with skis in a controlled environment rather than on the slopes. However for a younger child who already has its first level of children's ski school, or equivalent, ski schools will readily accept them in their classes.
First-time ski or board packages
Where available these are strictly for complete beginners only and have to be pre-booked in the UK. A complete beginner is defined as somebody who has never skied or snowboarded before. If you are not a beginner you will be required to upgrade in resort. The package may include beginner tuition and rental of a suitable standard of equipment. Tuition timings may vary between resorts. A lift pass is normally included in the package, although in some resorts this may be a special beginner lift pass which offers limited access to the ski area, or the duration of the lift pass may be less than 6 days. Please refer to relevant resort page for details.
Improver ski or board packages
These packages also need to be pre-booked in the UK. Where available these are for people who have skied/boarded previously and include lift pass, tuition and rental of a suitable standard of equipment. Please see relevant resort page for the detail as they vary between resorts.
For both packages the savings mentioned are against a price usually consisting of 6 day lift pass, 6 day suitable equipment and relevant tuition.
Changes and cancellations
Alterations or cancellations to ski pack bookings can be made before you travel by contacting firstname.lastname@example.org. An admin fee may apply. We can't cancel or refund unwanted lift passes, equipment or lessons during or after your holiday. For this you'll need to contact your insurance company for any refund due to sickness.
GROUPS, FAMILIES AND CHILDCARE INFORMATION
- Group discounts are available for parties of 10 or more off the holiday price. Discounts may also be available on lift pass bundles.
- Discounts vary depending on the party size, departure date, airline or flight/train route taken and accommodation chosen.
- Our groups teams can confirm the discount available at the time of booking and this will remain valid for 5 days.
To qualify for discounts on both holiday and lift pass bundles the following conditions must apply:
- Available only on 7 night charter flights to Europe and selected Eurostar services to France.
- The party size is determined by the number of full fare paying passengers except where there are two children who are paying a percentage discounted child priced holiday where they will be counted as one full paying passenger towards the party size.
- Children paying other child prices do not count towards party size.
- Supplements, insurance and ski pack items are not included.
- Group must book for the same date, duration and resort.
- Only 1 free child place is allowed per group. Maximum 2 reduced child places per booking.
- The discount will be applied to the lowest priced holiday (basic holiday price+holiday supplement, where applicable).
- Additional passengers who are added on at a later date cannot alter the original group discount.
- Reductions in group size may result in a reduced discount which will be reflected in the price each person pays. Group discounts may be lost if all the conditions are not complied with.
- All passengers must pay the full deposit.
- Discounts on lift pass bundles are not available in all resorts and countries.
- Group discounts cannot be used in conjunction with any other offer advertised including, but not limited to, money off offers, sale offers and ski pack offers (other than those outlined below).
- Names should be supplied at least 4 weeks before departure or as agreed with the Crystal Holidays reservations team, except for scheduled flights which require all names at the time of booking. A name change after this will incur an amendment fee.
- Free name changes are permitted on TUI flights up to 4 weeks prior to travel. A name change after this will incur an amendment fee.
- An administration charge will be levied for pre-booking additional overseas facilities.
- Group reductions do not apply to any low cost or scheduled flights.
- The group leader must ensure that all members of the group have adequate holiday insurance.
- Free pre-bookable seating is only available when flying with TUI.
- Options can be held for groups but this will be for a limited period only and the timeframe will vary depending on your date of travel and accommodation choice.
- There are no charges for payment by credit card or debit card.
Free Kids' places
It doesn't get more family friendly than giving your child a free holiday. There are Free Kids' places on hundreds of holidays as well as reductions on their lift passes, tuition and equipment. Free places are available across most dates. Free or reduced price places are on selected flights and accommodation only and are subject to availability on a first come first served basis. Free child places are limited to one per booking. All free and reduced prices are on the basic price only. Any flight, room or board supplements, ski packs, childcare or nanny service charges etc. are payable in full. Free Kids' places are available on 7 night holidays at European family chalets and selected hotels using charter flights. Self-drive holidays are included in Free Kids' offers. Children count towards the occupancy in chalets and Crystal run hotels but do not in self-catering apartments.
Other child discounts
We also offer child discounts in other accommodations that do not feature free kids and kids' specials prices. Selected properties may have reduced child prices. Please see our website or call our Reservations team for our most up to date child prices.
One Parent savers
Single parents wishing to get away to the slopes this winter can take advantage of our unique One Parent savers. When one adult shares a room with one child then the child is entitled to a discount. The child must be aged 2-11 incl. and the One Parent saver discount does not apply to any room supplements, ski packs etc. Please note this is a limited offer available in a small selection of accommodations and the offer may apply only to selected room types. For more details, please give us a call.
North America child prices
For any holiday to USA and Canada, children aged 2-11 inclusive receive a 10% discount on the adult fare. If your property has any under-occupancy supplements then children count towards the occupancy.
Child reduction criteria
- Unless otherwise stated, reductions are based on a child/children sharing a room with a minimum of two full fare paying passengers. Reduced places are limited to two per booking.
- All free child places and reductions apply to 7 night European charter flights, train to France and Self-Drive holidays only. For all European scheduled flights, the child reductions apply as per 'other European properties'.
- Children receiving a free or reduced price place do not count towards a Group run reduction. Children do not qualify as full fare paying passengers (except in European chalets and Crystal run hotels) and as such do not count when calculating under occupancy supplements or sharing supplements.
- Infants (children under 2 years of age on the day of return travel to the UK) pay an administration charge of £45 (£179 USA/Canada), provided that no flight, coach or train seat is used, with direct payment to the hotel or accommodation owner for any food/hire of cot etc.
- Free and reduced price children do not count towards the occupancy in the car on Self-Drive holidays.
- One Parent Saver reductions are for genuine one parent families travelling alone. Any persons that take advantage of this offer who do not meet these criteria will be charged the balance of the holiday price in resort. Reductions only apply for properties where indicated.
- Children's ages are 2-11 for hotels, apart-hotels, Crystal run hotels and chalets, and 2-15 years for self-catering apartments and 2-11 in USA and Canada.
- In the unlikely event that the child price plus under occupancy supplements exceeds the adult price, just deduct £50 from the adult price. This cannot be combined with any other offer.
Crystal Childcare information
All our childcare is extremely popular. It is therefore essential to secure your child's place at time of booking (subject to availability) as numbers are limited and the correct adult:child ratio will always be maintained. Our childcare operates from the day after arrival over a 6 day period (except Private Nanny Service which runs on 5 days). If any of our childcare staff are taken ill or unavailable, we may have to withdraw these facilities until we are able to provide suitably qualified staff. We reserve the right to refuse to accept any child or to withdraw any child from our care, if due to illness or other reasons if it is not possible for us to provide suitable care, or if they pose a potential risk to other children or our staff. Children who are ill cannot be cared for in our clubs due to the spread of infection to other children and our staff and need to be clear of symptoms for 24hrs - you may be required to provide a Doctor's note. Children not booked into our childcare services, when operating, or left in their rooms during the evening, without supervision, are left so entirely at the responsibility of their parents/guardians. Our resort childcare is available to all our customers in resort and normally involves walking, taking a bus or ski lift and are based on a drop off and pick up basis. Certain hotels offer exclusive childcare to customers staying in a particular property.
- Childcare bookings made for Crystal Childcare or Private Nanny Service are non-refundable.
- We ask that parents/guardians are contactable at all times whilst on the slopes and that all children are signed in and out of every session at only the Crystal club location.
- Messy play and various outdoor activities could incur unavoidable soiling/staining to children's clothes. All our products are sourced from reputable brands and we use washable advertised products in our clubs; however we can't guarantee that all marks can always be removed and therefore do not accept liability.
- Any items left in the Crystal Childcare club rooms are done so at the parents'/guardians' responsibility.
Childcare staff & ratios
Our Pepi Penguin nurseries will run with at least one qualified nanny (NNEB, BTEC, NVQ3 or equivalent) and we operate to a minimum ratio of one nanny per 3 children under 2 years, and one nanny per 4 children if all children are aged 2-4 years (please be aware there may not always be two staff present, at all times, but we will always ensure correct adult:child ratios are adhered to). Our Whizz Kids Clubs are run by staff who have a combination of qualifications and experience.
All prices can be found on the main childcare pages, but please note there is a supplement which applies on certain dates.
All our children's meals are freshly prepared and our chefs follow nutrition guidelines for salt, sugar and fat. We also look to provide every child with their five fruit or vegetable portions a day. In Hotel Grand Claviere each morning you will be asked to select your child's choice of evening meal from the day's menu. Early meals are served in Hotel Grande Claviere at approximately 5.30pm and we ask that parents are present. Food for infants can be pureed (please ask a member of staff), however for infants too young for normal family meals, we do ask that you bring the necessary baby food (i.e. formula milk or specific brand jar food) with you.
Evening clubs like Pyjama Club and Snuggle Club that run from 7.30pm-10pm, 6 evenings a week, come at an extra cost and are available to book before you go on holiday or in resort with the childcare staff, subject to availability. Please note: Once in resort you will be asked to confirm whether your child will be using their evening club place. All children participating in both the Snuggle and Pyjama Clubs are advised to have early dinner to ensure they can enjoy all that the evening clubs have to offer. If numbers are low, clubs may be combined.
Where possible, babysitting is available locally at approximately €10 per hour (subject to availability) with the childcare team and is a private arrangement between you. Book in resort.
Free car seats will be included when booking a private transfer, however infants must be included in counting the number of seats required. Alternatively, if you prefer you can take your own child car seat (please advise at time of booking). Child seats for infants cannot be used on our coach transfers. Please note: We recommend you contact our Reservations team if you wish to bring your own car seat to be used on a coach transfer. This may be possible in some destinations though the two point seat belt type is most common and there would be an additional charge. You may also like to enquire about private transfer options.
Cots and linen
Travel cots with sheets and blankets are available for customers staying in a Crystal run property. These must be pre-booked at time of booking at a possible charge.
You may need to store or heat up bottles/jar food so we have made a fridge, microwave, steriliser and kettle accessible to you 24 hours a day in Hotel Grande Claviere.
A hiring facility is available in certain hotels. Bottles can be warmed at your convenience, monitors give you peace of mind whilst your child is sleeping and DVD players allow you to pack and enjoy your child's favourite DVD. All are subject to availability, so pre-booking is advised.
Approximate prices per week: Baby monitor £30, DVD player £30, Bottle Warmer £15. A refundable deposit is payable locally at the hotel reception, upon collection.
Private Nanny Service
Available in Alpe d'Huez, Avoriaz, Meribel, Courchevel, Tignes, Val d'Isère, Les Arcs, La Plagne, La Rosière, Flaine, Les Menuires and Val Thorens in France for children aged 6 months-8 years. Snacks, drinks and lunch are included as is a free night's babysitting from 7.30pm-10pm on your chalet host's evening off. Service runs on 5 days from 8.30am-5pm, as your nanny will take a day off mid-week.
We are happy to welcome children with special needs, disabilities, allergies or medical conditions into both our Pepi Penguin and Whizz Kids Clubs. Please contact us prior to booking your holiday so we can discuss your child's individual needs in case we feel 1:1 care is needed. All our chalet hosts and chefs are trained to cater for different diets and will ensure your child receives an interesting and varied diet should they have any severe allergies or dietary requirements.
Whizz Kids Club and ski school
Children must also be toilet trained to attend ski school and/or club and children may need to accompany Whizz Kids Leaders to ski school when other children are being dropped off or collected. Children attending Whizz Kids Club must be 4 years of age; however skiing children who book Whizzclusive in La Plagne and Tignes can be 3 years, but in Kranjska Gora the age is 5 years. There are no Whizz Kids/Whizzclusive available in Austria. The majority of ski schools in our childcare resorts have now made it compulsory for children to wear a ski helmets.
Resort kindergarten and ski school facilities
You are able to pre-book a selection of resort kindergartens which are locally run and have been inspected to ensure that they meet the standards you require. Independently operated resort kindergarten and ski school services will comply with local regulations. Therefore, we have not inspected these facilities or premises and are unable to guarantee that the level of care provided will suit your requirements. Should you have any queries or wish to make a booking please contact the local tourist office - all contact details are available on request.
Recommended by Crystal - Hotel-run kids' clubs and activities
We have highlighted a host of hotel crèches/kids clubs and other childcare facilities run by our trusted suppliers throughout our winter ski programme. As they are not operated by Crystal we therefore have no control over their operation and child ratios and cannot guarantee the level of care provided will suit your requirements. Some facilities are available to pre-book and some based on a first come first serve basis. All kids clubs, hotel crèches and childcare facilities are subject to availability and change.
For your child's collection security it is essential that you pack an 'extra' passport photograph of you/designated person(s) which will be attached to your child's registration form so our staff can identify you when you collect your child - we ask that all children be signed in and out of every session at only the Crystal Childcare club location. So you are contactable at all times whilst on the slopes, please also bring a mobile phone (with international roaming).