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Frequently Asked Questions

HOLIDAY QUESTIONS

Am I financially protected?
When do I need to book?
Are there benefits to booking early?
Prices often increase as the date nears. Why?
Where can I get a promo code?
When can I get a Deal or a Late Availability Deal?
Will we get a Group Discount?
Can my child get a discount?
Do I get a Loyalty Discount?
Can I do a short break or a weekend?
Are transfers included?
Can I book an All-Inclusive?
What if my chosen holiday is not featured on the All Inclusive page?
What if I have a problem in the resort?

ACCOMMODATION & CATERING QUESTIONS

What are the check-in and check-out times?
What meals are provided?
Do I get free wine with dinner?
Can you cater to my dietary requirements?
Is there Wi-Fi in the hotel/chalet?
Is there a staff day off?
What is the difference between a chalet and a hotel?
Can I book a chalet on sole occupancy (for private use)
What if my group size is less than the chalet capacity.
Can I join a chalet on a shared basis?
What ski storage facilities are in a chalet?
Are hairdryers in the bedrooms?
Are towels provided?
Does the property have a washing machine?
Are the leisure facilities open all day?
Do you provide extra towels for leisure facilities?

ON THE MOUNTAIN

How can I get guaranteed snow?
What is the Alpine Elements Snow Assurance?
How do I book ski or board hire
How do I book my ski or board lessons
How do I book my lessons or ski hire?
Will you bring my lift pass to me?
Can I ski on arrival day?
Can I get an extra half day lift pass
Can I get an extra half day ski/board hire

FAMILY QUESTIONS

What age can kids learn to ski?
Travelling with under 3’s
Do my children have to pay for a lift pass
What is there to do for non-skiing children?
Which resorts are best for kids?
Do you offer early kids’ mealtimes
Is there somewhere to buy nappies/formula/milk?
Do you offer a babysitting service?

TRAVEL QUESTIONS

Do I need to supply the airline with my passport details before I travel?
Can I check in online?
What do I do when I arrive at the U.K. airport?
When do I need to arrive at the airport for departure?
What do I do when I arrive at the foreign airport?
Do I get a meal on the flight?
What is my cabin baggage allowance?
What is my baggage allowance?
How do I book ski or board carriage
How do I find my transfer?
How long is the transfer to resort?
Where are my flight tickets?
When is my holiday balance due?
Do you charge for credit cards?
Are photos required for lift pass?
Is Carte Neige included?
Why do I need specialist Travel Insurance

  

HOLIDAY QUESTIONS

Am I financially protected?

Yes, you are. All Alpine Elements holidays are 100% financially protected. Alpine Elements is licensed under ATOL and ABTA. Alpine Elements is a long established Operator and all our Package Holidays are fully bonded. Put simply – this means that no matter what happens

In the very unlikely event, we encounter problems, you will always get your money back. Even if we encounter financial trouble whilst you are on holiday, you will be free to enjoy the rest of your stay and return home with the minimum of hassle. See our Financial Protection page for more


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When do I need to book?

The quick answer is as soon as you can. Alpine Elements is a niche operator and we have a large proportion of returning clients. Our chalets and hotels are priced very competitively and we are always 100% full. If you would like to ensure your choice of resort, property and room then do book as soon as you can.

You can of course try calling us for last minute availability and deals are often released two weeks prior to departure, but the choice of holidays will be limited and we cannot guarantee availability.


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Are there benefits to booking early?

Early Birds always get the best prices and deals, such as free lift passes, free ski hire and group discounts which are not available to such a degree after September.

The only exception will be Late Availability deals posted (approx.) two weeks prior to departure but no assurances to the availability of such deals can be made.


 

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Prices often increase as the date nears. Why?

Our brochure prices can often go up in cost (rather than down) as the date nears. This is due to our flexible pricing policy which aligns with airlines and the ongoing availability of flights which will always influence the cost of a holiday.


 

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Where can I get a promo code?

Occasionally we offer ‘one-off’ promotional codes to our exclusive E-Newsletter database which can be used at the holiday check-out for further discounts on our holidays.

These codes are not available online and if you are not already in receipt of such a code, then there will not be one available.


 

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When can I get a Deal or a Late Availability Deal?

Prices are often reduced for Late Availability (2 weeks prior). However such deals are only really available for low season weeks and the choice of property and resort will be very limited. 

We sometimes reduce prices up to 4 weeks prior to departure. However, these deal prices can then start to increase back up to brochure price, (rather than continue to decrease), especially if the availability of flights is limited.

Please remember that waiting for Late Availability (within 4 weeks) is risky as we are always 100% full and cannot guarantee that these deals will ever be released for the date you require. The choice of holidays will be extremely limited and we may not be able to accommodate groups.

We advise our guests to book well in advance, especially if you have a chosen chalet or resort and would like to secure the best rooms. This is especially important for groups of 6 or more. Please be aware that any lift pass offers may not be available after September.


 

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Will we get a Group Discount?

We offer excellent discounts for our holidays and they start at groups of just 6 or more persons. You will receive up to £150 OFF per person, (in line with current promotions), AND free lift passes and free ski or board hire packages if you book your extras with us. Remember, early booking will always get the best deals for groups.


 

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Can my child get a discount?

Children age 2-15 years can get discounts on our holidays and special child-prices for their ski pass and ski hire. For certain properties and bedrooms, children under 7 years can share a parents’ bedroom on a put up bed for a significant extra discount.

Such discounts are in line with our current promotions. It’s always best to speak to our expert sales team for the very best child discounts and offers that we have available.

Refer to our child discount's page for more.


 

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Do I get a Loyalty Discount?

If you have taken a holiday with us before, to any of our Alpine Elements brands, including Ocean Elements then you may join our loyalty club to receive a discount on your next holiday or the holiday you are looking to currently book. To join, all you need to do is fill in a short form and we will issue you with a loyalty card.

If you would like to book immediately (but are not yet a member) then just call our sales team and we can check your details and issue you with membership over the phone so you can get your discount immediately. Your discount will be valid for you and any loyal member of your party eligible for the discount.

See our Loyalty Club page for more.


 

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Can I do a short break or a weekend?

Yes, you can! Our sister company iGO SKI specialises in short ski breaks to Chamonix, Morzine, Les Gets, Meribel and other European resorts. Check out the www.igoski.co.uk website for latest offers.


 

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Are transfers included?

Yes, they are. We include a transfer to and from the resort and the foreign airport to which we fly. Our transfers will take you as close to the door of your chalet or hotel as access and snow conditions allow. In most cases, this is very close to the door!


 

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Can I book an All-Inclusive?

We do offer special “All Inclusive” deals for certain chalets and hotels and you can save money on booking one of these deals with all your ski extras in one go. You can also add lessons and upgrade your ski or board hire from our standard offering.

All-Inclusive holidays are a great idea if you want to secure your holiday for in one easy-to-buy package. This way you don't have to worry about last minute non-availability of key elements (ski extras).

See our All-inclusive page for offers.


 

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What if my chosen holiday is not featured on the All Inclusive page?

Then we can still do an All-Inclusive price for you to include all the ski extras you will need. Call our expert sales tea, on 0844 770 40 70 or email us for a full quote. sales@alpineelements.co.uk

What if I have a problem in the resort?

We don’t often get complaints but we do realise that occasionally things don’t always go to plan. If you have an issue, then no matter how small then please don’t sit on it – tell us immediately so we can do our level best to make amends!

Please inform your Alpine Elements chalet host or (preferably) our resort rep or manager. If you would like a matter to be handled in confidence, or if the resort staff are unavailable then please contact our French office on +33 (0) 450 53 29 17 or our UK office on +44 (0) 8700 111360 and your matter will be handled as discreetly as you choose.

Email is another great way to inform us of an issue clientcare@alpineelements.co.uk


 

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ACCOMMODATION & CATERING QUESTIONS

What are the check-in and check-out times?

You may check into your hotel/chalet room on the first day of your holiday (arrival day) after 16.00. All hotel/chalet bedrooms must be vacated by 10.00 on the day of departure. Our hard-working staff have a big job to do on changeover day so we kindly ask departing guests allow them the space they need to do their jobs!

For arriving guests, there may be some disarray throughout much of the arrival day, with staff cleaning rooms and public areas from the previous week’s guests. Properties may not be fully cleaned and ready until after 18.00 and so we would ask earlier arrivals to be especially appreciative of this.


 

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What meals are provided?

If you have booked a half-board catered property your day starts with a hearty cooked and continental breakfast served between 8 am and 9.30am. 

An afternoon tea of freshly baked cakes/biscuits and tea or coffee will be served from 4.30pm.

Dinner is a nutritious and home cooked three courses, served 5 nights a week, (7 nights in some hotels), from around 7.30 to 8 pm. Early kids mealtimes can be requested. Unlimited complimentary house wines are offered with dinner in all our catered chalets, (not hotels). In the event of a late arrival, your first night’s evening meal may be a main course only or a light buffet. 

For two days a week (staff days off), there are no evening meals leaving you free to explore the local restaurants and breakfast is continental-only and normally laid out for you to self-serve. For property-specific information, please refer to the “What’s Included” sections on the pricing tabs of the accommodation pages on our website.


 

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Do I get free wine with dinner?

In our catered chalets and some chalet-hotels (not hotels), we offer free and unlimited wine with dinner, up until dessert or when coffee is served. Our house wine is a choice of red and white wine. Please refer to the “What’s Included” sections on the accommodation pages on our website.


 

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Can you cater to my dietary requirements?

We always offer a vegetarian option in our catered chalets and hotels. We simply ask that vegetarians give us advance warning by using the special requests section in your Client Area which all group leaders and party members have access to. We also cater for diets which restrict dairy, nuts, shellfish and gluten. Certain dietary requests will carry a surcharge if we need to find specialised produce in resort. Please see our catering pages for more


 

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Is there Wi-Fi in the hotel/chalet?

All hotels and most of our chalets will have a communal Wi-Fi box for guests to access. Reception is stronger in the communal areas but may be weak or non-existent in bedrooms. Please refer to the property pages on our website for more detailed information.


 

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Is there a staff day off?

Staff get a full day off, usually on a Wednesday. On this day, breakfast and afternoon tea are laid out for a self-serve basis. In the evening, dinner is not provided leaving you free to explore the local restaurants. On arrival do ask your Alpine Elements rep to help with pre-booking a restaurant, especially if you would like to eat out as a group.


 

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What is the difference between a chalet and a hotel?

Our chalets offer a more personalised service from our staff and you can share with a closer-knit group of like-minded alpinists; your chance to make some great friendships during your stay! Expect home-from-home environment and a warm welcome with the usual great Alpine Elements formula of good food and wine. Just like our hotels but on a smaller scale really!


 

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Can I book a chalet on sole occupancy (for private-use)?

Yes, you may book any of our chalets for private-use. Or you may join a chalet on a shared basis with our other sociable skiing guests. If your group size falls short of the chalet capacity then you may pay for empty beds to gain sole-occupancy. Do speak with our sales advisors who will provide a best-quote for any chalet on private-use.


 

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What if my group size is less than the chalet capacity?

If your group size is less than the total number of beds in a chalet capacity then you may pay for empty beds to gain sole-occupancy. Do speak with our sales advisors who will provide a best-quote for any chalet on private-use,


 

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Can I join a chalet on a shared basis?

All of our chalets are offered for private occupancy or shared use. Chalets attract a mix of sociable and likeminded guests where convivial evenings around a dinner table always abound! Chalets are therefore ideal for couples, families and small groups of friends to join on a shared basis. We are always careful with mixing large groups with couples or families in our chalets, so the guest make-up is as harmonious as possible. Of course, we cannot guarantee personalities, but we do ask that guests understand the social situation of a shared smaller property in which we promote friendliness and a warm welcoming atmosphere at all times. Do ask our sales staff for advice when booking.


 

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What are ski storage facilities in a chalet?

All of our ski chalets will have somewhere to store your skis and boots, whether it is in the chalet itself or in a ski-locker nearby. Some of our chalets and hotels have boot dryers. Please refer to the accommodation pages on our website to see whether boot warmers are available.


 

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Are hairdryers in the bedrooms?

Only our Premium Plus chalets have hairdryers. Some of our hotels include them in bedrooms. Please refer to the accommodation pages on our website to see whether boot warmers are available.


 

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Are towels provided?

We supply one towel per person per week, and two towels for some hotels. Towels are not provided for leisure facilities such as swimming pools or sauna/hot tub.


 

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Does the property have a washing machine?

Our properties do not have washing machines, but there are launderette facilities in resort.


 

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Are the leisure facilities open all day?

If your chalet or hotel has a hot tub, sauna or pool to access there may be limited opening times which will align with your normal skiing day, and generally be open from 1600.


 

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Do you provide extra towels for leisure facilities?

We do not, only our Premium Plus properties provide a bathrobe at the start of the week.


 

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ON THE MOUNTAIN

How can I get guaranteed snow?

At Alpine Elements we cannot guarantee snow, but all our resorts are chosen for their reliable snow records and high altitude ski slopes. Furthermore, 90% of our resorts have glacier skiing which have snow all year round and some are open to summer skiing. Skiable glaciers and high altitude resorts will ensure you can ski a long season under normal conditions and are as snow-sure as you can get!


 

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What is the Alpine Elements Snow Assurance?

It is our mission to endeavour to get all guests skiing, whatever the weather! We do have a “Snow Assurance” in place which is designed to give all our guests more peace of mind.

This assurance means that if you book an Alpine Elements holiday then we will arrange for transport* to another ski area with more than 20% of the runs open if the lift company and ski school decide you are not able to ride or ski the area or resort in which you are staying.

*Transport may require additional payment. Terms apply so please read our Snow Assurance page for more.


 

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How do I book ski or board hire?

As with all Ski Extras, we advise pre-booking in advance (before departure) to help assure availability and to save you money by getting our best discounts. You can book up until 1 week prior to departure, but we advise you book as early as you can.

By booking with us, you will also save time on arrival and we can often fast track you to our shops. We use the most professional and trusted suppliers in resort and if you book with us we can include you in our “On the Snow” programme which helps you get set up in resort. Do refer to the resort pages on our website for hire prices and information. 


 

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How do I book my ski or board lessons?

As with all Ski Extras, we advise pre-booking in advance to help assure availability. Please do this at least 4 weeks prior to departure. Do refer to the resort pages on our website for lessons prices and information. 


 

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How do I book my lessons or ski hire?

  • Select your chosen package of lessons or skis when you book online. Refer to our ski hire page or our lessons page for lesson type and lesson-level information. 
  • Or speak to our sales advisors on initial reservation 0844 770 40 70*.
  • For bookings after reservation, you can add any Ski Extras to your holiday reservation by using your Client Area online. A useful portal to which group leaders can share access to all party members. On receipt of your order, we will add the Extras top your Holiday Confirmation Invoice for payment at the holiday balance due date.

*Calls cost 3p per minute plus your telephone company’s network access charge.


 

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Will you bring my lift pass to me?

Yes, we will, but only for lift passes bought through us. You can buy lift passes through us before departure (using your client area or by calling us), on the transfer coach or in resort after arrival. Alpine Elements reps will bring lift passes to you for your first-day skiing, either on arrival day or to your breakfast table on your first morning.


 

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Can I ski on arrival day?

If you are on one of our early departing charter flights, then if there are no travel delays, many of our transfers will arrive in resort by Sunday lunchtime. This often allows a bonus afternoon of skiing for 2 to 3 hours on Sunday. For La Plagne, Les Arcs, Tignes and Val D’Isere, the transfer is longer and so this benefit may be restricted.


 

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We advise buying your extra half day pass from the local lift office on arrival in case of travel delays which restrict your ‘extra afternoon’ of skiing. Do still buy your standard weekly lift pass through us so we can organise it for you and bring it to your breakfast table. The standard weekly pass will start (as normal) on a Monday morning for Sunday changeovers.


 

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Can I get an extra half day lift pass?

If you are on one of our early departing charter flights, you may be able to ski on arrival day in the afternoon for a ‘bonus afternoon’ (or a few hours) of skiing. We advise buying your extra half day lift pass from the local lift office on arrival, just in case any travel delays restrict your ‘extra afternoon’ of skiing.

Do still buy your standard weekly lift pass through us so we can organise it for you and bring it to your breakfast table. It will start (as normal) on your first morning in resort


 

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Can I get an extra half day ski/board hire?

For an extra half day of ski or board hire, (e.g. on changeover day for early arrivals), most shops will be happy fast-track your ski fitting when you arrive. If you book through Alpine Elements then our reps can try to fast-track you more easily through our own ski/board shops.

Some shops may ask for additional payment, some may not. You can pay any extra supplement to shops locally, even for our own pre-paid hire packs booked in advance with Alpine Elements. In peak periods (school holidays) the speed of fitting may be delayed.

In all cases, we cannot promise a fast-track service but we will do our level best to help keen skiers get on the mountain for an extra afternoon of skiing if they make it known to the Alpine Elements rep on the transfer coach. 


 

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FAMILY QUESTIONS

What age can kids learn to ski?

Ski schools will start to accept children from the age of 4 years. They will normally teach them in a ‘ski garden’ and ensure the emphasis is on fun and enjoyment. Sociable ski groups with other children where parents can drop off and pick up for half days or full days with lunch included.

Competent children from the age of 4 will also ski on the main pistes, using the gondola lifts with an instructor. For their first few days, kids will have fun getting used to skis and enjoying time on the snow. Instructors ensure they have plenty of rest and snack stops.

There is always an indoors area for some rest and relaxation.


 

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Travelling with under 3’s

Although ski schools will not accept children under the age of 4 years, parents will often take their 3-year-olds onto one of the free nursery slopes. All resorts have easy access to a flat nursery slope with “ski elevator” or “magic carpet” which runs alongside a dedicated nursery area.

All resorts have a crèche facility which parents are advised to pre-book in advance. Alternatively, you can book a private nanny. For help with this, please call our admin department for more.


 

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Do my children have to pay for a lift pass?

Most resorts offer a free lift pass for the under 5’s. Please refer to our lift pass section on the resort pages of our website to see what the age limits are for a free pass. Simply buy your own lift passes before departure (as normal) and an Alpine Elements resort rep will help you organise any passes for the under 5’s on arrival.


 

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What is there to do for non-skiing children?

For the very young children: each resort has a soft play area, swimming pool and leisure centre. Parents can take their children on gentle walks and use the gondola lifts (free passes available for under 5’s) to access mountain restaurants or high vantage points. 


 

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Which resorts are best for kids?

All of our ski resorts are great for kids and have excellent ski schools and nursery slopes with free ski-lift access for kid’s age 3 to 5 years. Refer to our resort pages for free ski-pass information. 

All our resorts also have extensive networks of gentle green and blue slopes for children progressing on skis, and gondola or chair lifts instead of drag lifts.


 

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Do you offer early kids’ mealtimes?

Yes, we do offer earlier kids’ mealtimes from 5.30 to 6 pm. Normally, our evening meal times are 19.30 to 20.00. If you require an earlier mealtime for kids then please request this on arrival at your chalet or hotel, through your chalet host, Alpine Elements rep or hotel reception. The adult mealtime will still be at the designated time.


 

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Is there somewhere to buy nappies/formula/milk?

Yes, all of our mountain resorts sell baby supplies at the local shop or supermarket which will generally be a short walk from your hotel or chalet.


 

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Do you offer a babysitting service?

We do not, but often your Active Rep can find a third party childcare supplier in resort to help. Please speak to your Active Rep on arrival in resort or ask our sales team for assistance if you wish to book before you depart.


 

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TRAVEL QUESTIONS

Do I need to supply the airline with my passport details before I travel?

Yes when flying with a low cost or scheduled airline including EasyJet and British Airways you are required to submit your passport details before you travel. Your holiday invoice has your flight reference number on and you just need to go to 'Check-in Online' on the relevant airline's website to add these details. 


 

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Can I check in online?

Yes, and with Easyjet, this must be done prior to departure. As per the above go to the airline's website and either go to 'Check In Online' and follow the instructions. You will be required to print out your boarding passes before you travel to the airport. 


 

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What do I do when I arrive at the U.K. airport?

We do not have a representative at our U.K. departure airports. Simply check-in as normal by following the clear instructions given on your arrival at the airport, via the display screens.


 

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When do I need to arrive at the airport for departure?

You will need to be at the airport at least two hours prior to departure, but allow three hours in peak periods, such as during the school holidays. If you don’t manage to check in on time then the airline may refuse boarding.

Do ensure you allow plenty of time for airport parking, transfers to the terminal, hold bag and ski carriage drops. Please inform our French office of any missed flights +33 (0) 479 00 44 45. 


 

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What do I do when I arrive at the foreign airport?

After you have picked up your bags and entered the main Arrivals hall, you will see Alpine Elements reps in uniform holding up a sign with our Company logo.

They will then direct you to one of our transfer coaches. If you cannot see an Alpine Elements rep then do wait by the main Information Desk in the Arrivals hall for our reps to come and find you.


 

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Do I get a meal on the flight?

With all of our short-haul flights to France, Charter or Scheduled, (such as EasyJet), meals and drinks are not included. There is a buy on board option. 


 

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What is my cabin baggage allowance?

Cabin baggage with most airlines does not have a weight limit, however, there are specific dimensions you must adhere to - please visit the airline’s website for further information. 


 

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What is my baggage allowance?

If included with your booking, a piece of hold baggage should not exceed 20kgs per person. Please check your holiday Confirmation Invoice to ensure you have the correct baggage, including ski or board carriage, booked onto your holiday reservation.

Hold baggage for low cost and scheduled flights (e.g. Easyjet) is not automatically included and can be added at time of booking online, via your sales agent or with after sales once your booking has been made. Hold Baggage charges are airline dependent and are non-refundable.  

Please note if you do not add hold baggage before you travel you will be charged extra to book them at the Airport. 

If you need to add bags or carriage, please call our admin department on 0844 7704070.


 

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How do I book ski or board carriage?

Please ensure that you pre-book your ski and board carriage before departure because all our aeroplanes have a limit to how many ski bags they can carry.

Skis and boards will have to be booked onto a flight in addition to your hold bag. They will travel as outsize luggage. Costs are from £59 to £82 return. To book ski carriage, email our admin department on admin@alpineelements.co.uk and we will add it to your holiday invoice.

Check with the airline's own website to see what restrictions apply for outsize baggage or carriage of sports equipment.


 

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How do I find my transfer?

After you have picked up your bags and entered the main Arrivals hall, you will see Alpine Elements reps in uniform holding up a sign with our Company logo.

They will then direct you to one of our transfer coaches. If you cannot see an Alpine Elements rep then do wait by the main Information Desk in the Arrivals hall for our reps to come and find you.


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How long is the transfer to resort?

Please refer to our individual resort or accommodation pages on the website for details on resort transfer times.

Please be aware that any published transfer times are a provided as a guide and have been calculated under normal driving conditions. Certain factors such as heavy traffic, extra bus stops (for the loo & refreshment) and adverse weather conditions may lengthen transfer times.

Many of our transfers are subcontracted to third party coach companies and so we cannot guarantee their prompt arrival or any shortfalls in supply.


 

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Where are my flight tickets?

For our Charter flights: We will supply you with an E-ticket, between one and two weeks prior to departure. Both the outbound and the inbound ticket will come to the party leaders email address and you will have to print off the ticket to show at the airport check-in.

For Scheduled Airlines such as EasyJet, your flight ticket will be the boarding pass that you get from checking in online on their website when it opens 30 days before your departure date.


 

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When is my holiday balance due?

Your balance will normally be due 12 weeks prior to departure. Please refer to your Holiday Confirmation Invoice for your balance due date.

If your holiday is booked within this time you will need to settle balances on receipt of your Holiday Confirmation Invoice, (normally sent by email) or by the balance due date detailed on this invoice.


 

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Do you charge for credit cards?

No there are no extra charges for using credit or debit cards. 


 

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Are photos required for lift passes?

No, photos are not required for lift passes.


 

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Is Carte Neige included?

We do not include a Carte Neiges with our lift passes.


 

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Why do I need specialist Travel Insurance?

We advise taking out a travel insurance policy to cover against holiday cancellation and other normal travel/medical needs a trip to Europe may require. Skiing, snowboarding and certain types of ski area, including off-piste skiing, require special cover.

Please check that your insurance policy covers for the type of skiing or activities you intend to take part in.

If in doubt then ask about our policy which has been specially made for our clients by Endsleigh to see whether it may suit you and the type of skiing you intend to do. 

To book, then add it to your client area, call our admin team on 0844 770 40 70 or email us at admin@alpineelements.co.uk.

See our insurance page for more.


 

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