Many of the answers to our most commonly asked questions can be found here. Please search under the topic heading that your query relates to. If you cannot find the answer to your query, please do not hesitate to contact us using the methods found at the bottom of the page.
Is my transfer included in the price?
Is my ski equipment hire included in the price?
Where and how do I collect my ski equipment?
Does it cost me any extra to take my own ski equipment away with me?
I have never skied before can I book lessons?
Do you need to pay extra to use the ski lifts?
Where do I need to collect my lift pass from and do I need a photo?
Do I have to get a lift pass for a whole week?
I am taking a non skier away with me is there anything for them to do whilst I am out skiing during the day?
Can non skiers get on the lifts and meet me up the mountain for lunch?
Are there any childcare facilities in resort?
Where do we store our ski equipment once we arrive in resort?
Is skiing a safe sport?
What happens if I have an accident whilst I am skiing?
Am I insured for an injury whilst skiing?
What happens if it hasn’t snowed in the ski resort before I travel?
Do we get a special deal if we travel in a group?
Do I need special clothes to wear whilst skiing?
If you book by phone, your booking will be processed and a confirmation will be e-mailed or posted within 48–72 hours. If you choose to book online, you will get a booking reference immediately and after your payment has been cleared, we will send a confirmation e-mail within 48-72 hours. If in the unlikely circumstances of any difficulty confirming your arrangements, a member of our team will call you to discuss alternatives prior to your payment being processed.
Your confirmation will include a final total of your holiday details, the amount paid and amount payable (if applicable) you will also receive your accommodation voucher and any other travel services booked (e.g. transfer voucher, car hire voucher etc). Some airlines also require us to send you a separate confirmation of your flight details. If your flights are booked with the airlines in the below table we will send you two emails. NB It is imperative that you check all details on your confirmation are correct.
You may be charged for any extras you book and pay for once on holiday. These could include telephone calls, safety deposit box, cots for babies, use of mini bar, room service, spa facilities, laundry, extra nights, etc
Due to increased security that many email providers (hotmail, yahoo etc) have now installed our confirmation details may have been automatically placed in your junk mail folder. Please check your junk mail.
What information do I need to submit to the airline?
Due to the increased security procedures that the airlines have recently implemented it is vital that the names we pass onto the airlines are correct.
The name given to our booking consultants or input into an on-line booking should be exactly as on the passport. We need the title, first name and surname; middle names are not required unless it’s a hyphenated name such as Anne-Marie.
NB A recent amendment to the security procedures now means that all passengers must give their passport details directly to the airline. Below is the list of airlines and their contact details for this necessary security procedure.
What payment method payments can I use?
Payment can be made by debit or credit card. Our current charges are detailed below.
Switch Maestro |
Debit Card |
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Visa Delta |
Debit Card |
£1 per person |
Solo |
Debit Card |
£1 per person |
Visa Electron |
Debit Card |
NO CHARGE |
Visa |
Credit Card |
2.5% of transaction value |
MasterCard |
Credit Card |
2.5% of transaction value |
American Express |
Charge Card |
NOT ACCEPTED |
Diners Club |
Charge Card |
NOT ACCEPTED |
EuroCard |
Charge Card |
NOT ACCEPTED |
Other than your original confirmation document we do not send any further payment receipt information. We require full payment ten weeks prior to your departure and we send reminder letters approximately two weeks prior to this. Failure to pay the full amount within ten weeks will leave your holiday at risk of cancellation and any resultant charges. We do not send confirmation for this payment we ask you to check your bank balance to check these details.
If your booking is made within ten weeks prior to departure date, full payment is required at the time of booking.
We offer a full range of insurance at excellent prices, with the policies being as good, if not better, than those available on the high street. Please call us on 0844 482 1778 for a quotation.
Your tickets, if any, will be sent to you 7-10 days before departure. Your accommodation voucher and other travel services booked (e.g. transfer voucher, car hire voucher etc) will have been sent to you together with the confirmation by e-mail or post.
Most bookings made within 14 days will be a ticket on departure i.e. you will collect your tickets from the tour operator’s desk at the airport. Certain airlines issue no tickets, all you need is your passport and confirmation / booking reference number at check in. These details will have been sent to you at the time of your booking.
Below is a list of current airlines that do not issue tickets:
- Easyjet
- Ryanair
- Jet 2
- Thomson Fly
- First Choice
- Fly Globespan
- Fly Monarch
- BA.com
- BmiBaby
- Fly Thomas Cook
- FlyBe
- XL.com
A recent amendment to airline security procedures now requires all passengers must give their passport details directly to the airline. Below is the list of airlines and their contact details for this necessary security procedure.
If you have not received them 5 days prior to travel (making sure that the airline is not a ticketless airline see above table) please contact us and we will arrange for a Ticket on Departure. We will provide you with the unique locator for your flights and you then simply collect the tickets from the relevant desk at the airport.
TOD means that you have booked at short notice or very occasionally you have not received the tickets, you simply collect them using the supplied voucher / number at the relevant ticket desk of your departure airport. In some cases airlines or tour operators use airport agencies to distribute their tickets at the airport, in which case you will need to go to the relevant agencies desk at the airport.
We do not issue luggage labels, as we believe that displaying personal address details on show in such a public place as an airport has definite risks. All baggage is automatically tagged at airports and a coloured ribbon on the luggage or name strap is excellent for ease on baggage recognition at the Carousels.
It is imperative that on receipt of all documentation you carefully check all holiday details (pax names, date of departure, departure airport etc) if there are any errors please provide us with the correct details by phone or e-mail, quoting your booking reference and a contact telephone number. Charges may apply.
All changes must be made by the lead passenger on the booking and we must receive them in writing the best method is to send an email to changes@sun4udirect.com please quote your booking reference and clearly outline any change that is required, please supply a telephone number. Depending on the change and reason charges may apply.
As per our terms of business, when making a booking on your behalf with a low cost airline, we use your card details to book your flight for you, and provide your direct contact details to the airline at the time of booking. We are unable to make any amendments or liase with the airline on your behalf; therefore you will need to contact the airline directly to make any changes.
You will need to submit a written request, by recorded delivery to our head office at 4th Floor, Guildhall Buildings, 12 Navigation Street, Birmingham, B2 4BT, or e-mail to cancel@sun4udirect.com; cancellation
It is imperative that on receipt of all documentation you carefully check all holiday details (pax names, date of departure, departure airport etc) if there are any errors please provide us with the correct details by phone or e-mail, quoting your booking reference and a contact telephone number. Charges may apply.
All changes must be made by the lead passenger on the booking and we must receive them in writing the best method is to send an email to
As per our terms of business, when making a booking on your behalf with a low cost airline, we use your card details to book your flight for you, and provide your direct contact details to the airline at the time of booking. We are unable to make any amendments or liase with the airline on your behalf; therefore you will need to contact the airline directly to make any changes.
You will need to submit a written request, by recorded delivery to our head office at 4th Floor, Guildhall Buildings, 12 Navigation Street, Birmingham, B2 4BT, or e-mail to cancel@sun4udirect.com cancellation
In general airlines recommend that passengers check in for their flights at least 2 hours prior to the stated flight time. We would always advise passengers to get to the airport 3 hours prior to departure to avoid any unnecessary stress or queuing. Passengers collecting their tickets at the airport (TOD) should allow extra time. Unless you have booked and prepaid for pre-booked seating, airlines can give no guarantees that your party will be seated together.
The standard baggage allowance varies by airline and your final allowance will be detailed on your flight tickets. Please note that we have no control over what the individual airlines will allow. Most low cost airlines make a charge for checked in luggage; please ask your salesperson for a price. Below is the current regulations however please note this is for guidance purposes only as the allowance do change and it is strongly recommended to check with the website of your appropriate airline for their latest allowances.
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|
|
EasyJet |
15kg |
9kg only one piece |
TBA |
- |
- |
TBA |
- |
- |
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The times vary by property, but as a guideline, check in is after 14.30 and check out is by 11.30. Late checkout may be arranged locally if agreed with the hotel or apartment directly; there may be an extra charge.
Yes, your confirmation will show the contact telephone number and an emergency number as well.
If you have booked a transfer to and from your accommodation, you will have received a transfer voucher on which all instructions are clearly marked.
No transfers are not included in the price of the holiday but we do recommend you purchase a transfer through ourselves as it is the cheapest and easiest way to get to resort. Prices and details can be found under the ski extras section where you can tick the box to add these on and payment for these will be taken once your booking is confirmed to you.
No these are an extra cost, check out our ski hire prices in the ski extras section and tick the box if you are interested. One of our dedicated ski team will then call you back with the best ski pack deal to suit your ability.
Once your booking is completed you will receive a voucher from ourselves, which will tell you the name of the ski hire shop you need to collect your equipment from. This is usually the ski hire shop situated inside or next to your accommodation, but do please check this.
Yes all airlines charge for ski carriage, the amount varies from airline to airline but range from £15 to £50 return.
We unfortunately do not arrange ski lessons, but it is very easy to book these once you arrive into the resort as the ski schools are located in a central location in each resort.
Yes for all ski resorts you need to purchase a lift pass to use the lift systems. These are pre-bookable through ourselves, please refer to the ski extras section and tick the box if you would like a lift pass, this will be paid for once your booking in confirmed.
Once you arrive in resort your lift pass will be delivered to your accommodation reception, (if you are staying in Andorra) or in other Countries you will need to take your voucher to the lift pass office to exchange it for your lift pass. For a lift pass for the majority of resorts you do not require a photo.
Lift passes are available for any duration from half a day to a whole season. The majority of people purchase a 6 day lift pass, but you can ask our ski team if you would like the prices for a different duration.
Each resort has a variety of different non skier activities which can be undertaken including taking a stroll on mountain paths, snowshoeing, visiting a leisure centre, shopping (especially tax free in Andorra) taking lunch and hopping on local transport to visit other destinations.
Most resorts have at least one or two lifts which allow pedestrians on, you will need to check which ones when you arrive and you will also need to buy a lift pass for that day.
Some ski resorts have kindergartens and crèches or if not have private nannies and babysitters you can hire out, but you will need to check these out on the Internet. A few of our properties we feature have childcare facilities including: The Sport Hotel, Sport Village and Sport Hermitage, all in Soldeu.
The majority of accommodations have secure ski and boot rooms and lockers, which are mostly free of charge. In some hotels you will need to store them in your bedrooms, but the majority do have ample ski storage available.
Skiing is as safe as you make it. In the majority of Countries it is compulsory for children to hire and wear helmets and is advisable for adults to do so aswell. There is also a mountain code which all skiers and snowboarders should abide by to ensure everyone’s safe and wellbeing on the Piste. There are also Piste patrol situated in the majority of resorts to ensure health and safety.
All resorts have a mountain rescue team which will come to your aid if you have an accident whilst on the Piste. They will then take you to the nearest medical centre / hospital to get checked out.
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You must make sure you have the correct insurance in place before you travel. If you have your own travel insurance policy then you must ensure that you have winter sports cover included in it and if you book insurance through ourselves then we will make sure you have the correct cover in place.
The majority of ski resorts have artificial snow making machines, so there is bound to be some pistes open, but possibly not all of them. It is good to check past snow reports to get an idea of the best time of year for snow fall.
Yes groups of 10 or more get some reductions for booking together please call our specialist ski team for the best deal.
Due to the temperature in the ski resorts buying ski clothing, goggles, sunglasses and winter woollies is a must, aswell as remembering that all important sun crème.
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