Holiday FAQ's
Holiday Info
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Holiday FAQ's

Accommodation

Q. How do we find the hotel once we have arrived at our destination?
A. If you have not pre booked a transfer, then you will have to make your own way to the hotel, the address is on the Accommodation voucher.

Q. Do I need an accommodation voucher to check-in to my property?
A. It is very important that you keep your accommodation voucher safe. This provides the accommodation with confirmation of the reservation and proof of payment through The Big Snow Festival. A customer without a voucher may have problems whilst checking in, or be asked to pay again for their room. In the event of any problem, please contact our 24 hour in-resort helpline on + 44 870 010 4599 and we will endeavour to resolve the situation for you.

Q. What time can I check-in/check-out of my accommodation?
A. International check-in time is 1400 and check-out is between 1000 and midday. Some check-in/check-out times can vary.

Group Booking

Q. How do I make a group booking?
A. Call our Groups line on 0844 879 8119.

Q. I made a group booking and now have all the names. What is the best way for me to give them to you?
A. If you have all or some of the names for your group booking, please e-mail them along with your booking reference to info@thebigsnowfestival.com where we will add them to your booking and reorder a new invoice for you. Alternatively you can call us on 0844 879 8119.

Contact Us

Q. What is your address?
A. Our office address is The Big Snow Festival, Thomas Cook Business Park, Coningsby Road, Peterborough, PE3 8SB.

Q. How do I contact Customer Relations once I have already travelled?
A. Please note that your initial correspondence within 28 days of return should be sent to Customer Relations, by e-mail to customer.relations@thomascook.com or letter, sent to The Big Snow Festival Customer Relations 2-4 Godwin Street, Bradford, BD1 2ST. Once you receive an acknowledgement, you can contact them by phone on the number they provide, which will be a number relevant to the nature of your case.

Q. What do I do if I have a problem with my online booking?
A. For any problems you encounter whilst making your booking online, please contact us on 0844 879 8119.

Flights

Q. Are flights ATOL protected?
A. We are fully ATOL (1179) protected including flight only. All our flight prices include £1 ATOL protection contribution (£2.50 per person for bookings made after 1 October 2009).

Q. Some airlines charge for baggage, is the cost of hold baggage included in the price?
A. When booking with airlines that charge for the carriage of baggage The Big Snow Festival includes the cost of one bag in the price. Please check carefully your luggage allowance, if you exceed your allowance you will be charged for excess baggage.

Q. What time can I check in for my flight?
A. We strongly advise that you plan your journey to the airport so that you arrive three hours prior to the scheduled departure time. Airline check-in desks open three hours prior to departure at UK airports and between two and two and a half hours before departure at overseas airports. If you arrive late or after the check-in staff have closed the flight, they may not accept you for travel and could cancel your reservation. If this happens, additional travel costs will be at your expense and no refunds will be given. When you arrive at the airport check-in desk, be ready to show your tickets*, passport and baggage. If you have an E-Ticket, please take your E-Ticket Travel Itinerary, as you may be asked for this at check-in. Make sure in advance that your baggage meets weight and size requirements. If you're travelling in a group, make sure all members of your party are present at the desk at the time of check-in. After check-in, you can move to the departure lounge where you'll find further flight information including your departure gate number. Please note that no call will be made for your flight so make sure you are at the departure gate at least 45 minutes before departure time.

Q. Are airline meals included in the price of my flight?
A. In-flight meals are normally available at an extra charge. This can normally be included at the time of booking but is determined by which airline you are booking with.

Q. What is my baggage allowance?
A. If you have booked to fly with Thomas Cook Airlines, your luggage allowance will be 15kg. For an extra charge ski equipment carriage of up to 10kg can be purchased at the time of booking. On scheduled airlines your baggage allowance will be shown on your ticket. Baggage allowances vary according to the airline, so always check before you travel. Most scheduled airline also offer ski equipment carriage, please contact your airline for further details. Excess baggage charges apply if you exceed the allowance shown on your tickets.

Q. What is my hand luggage allowance?
A. Hand luggage allowance varies between airlines.

Q. Does the baggage allowance of 15kg per person have to include the weight of boot bags as well as suitcases?
A. Your ski boot carriage is included in your normal baggage allowance which is different depending on which airline you fly with.

Q. Can I fly if I'm pregnant?
A. Regulations vary from airline to airline, but some will refuse to carry women who will be 28 weeks or more pregnant on the date of return travel. If you are in any doubt we advise that you check with the airline directly and in any case it is recommended that you consult with your own doctor prior to booking where possible.

Q. What if some of my baggage is missing or damaged on arrival or I have left something on the aircraft?
A. THOMAS COOK AIRLINES - If your baggage is found damaged or lost on arrival at the destination, you may be entitled to make a claim against several parties including the airline, their travel insurer and any other party who insures their belongings for loss or damage.

We recommend the following action to protect their entitlement to claim any compensation:
* Before leaving the airport arrival area, customers MUST obtain from the airline handling agent a Property Irregularity Report (PIR) or computer generated receipt.
* Customers must write to the airline within 7 days notifying brief details of any claim they intend to make. This should be addressed to:

Thomas Cook Airlines UK Limited
Luggage Loss Adjusters
2-4 College Road
Ardingley
Haywards Heath
West Sussex
RH17 6TT

Customers must also:
* Notify their holiday or travel company (if separately insured) particularly if the loss is likely to exceed £250 or includes money, jewellery, and valuable items such as cameras or video equipment.
* Notify any other insurer who may be providing cover for valuables (e.g. householder 'all risk' policy and credit card protection).
* Retain all tickets, baggage tags or receipts to support any claim.

Q. What is a direct flight?
A. A direct flight may touch down en-route for re-fuelling, or to pick up and/or drop off passengers. In these instances you are not normally required to disembark and the flight is still considered to be a direct flight. Certain flights may require a disembarkation or change of aircraft en-route.

Q. What is a non-stop flight?
A. A non-stop flight does not stop between the departure and arrival points.

General

Q. I am based outside of the UK; can I make a booking on The Big Snow Festival?
A. Unfortunately, The Big Snow Festival is unable to accept bookings from customers based outside of the United Kingdom, as we are not licensed to sell travel services in other countries Q. Is a rep service included?

Q. Is a rep service included?
A. If you have any issues in resort, our dedicated team are ready to take your call on our 24-hour in-resort helpline. Please call +44 870 010 4599

Q. What if my holiday details get changed?
A. We will inform you of any changes to your holiday, if you have any questions regarding a holiday change then please contact Operations on 0844 879 8119 or e-mail us at info@thebigsnowfestival.com

Q. What are the minimum ages to travel?
A. The minimum age to travel is 18. To be permitted to travel you must be within this age range on the day of departure. There are no exceptions to this rule. Do not book The Big Snow Festival if you cannot guarantee that every person on the booking can meet this restriction. If you book The Big Snow Festival for passengers under this age limit, you may incur charges to cancel, as the conditions are advised before booking. Anyone who checks in at the airport on the day of departure, whose passport confirms they younger than 18 will not be permitted to travel and no refund will be given.

Q. How do I cancel or amend an existing booking?
A. You can either call us on 0844 879 8119 or e-mail us at info@thebigsnowfestival.com making sure to quote all relevant booking references. We can only access bookings which have been made directly through us or our website. For any booking made through a travel agent you will need to speak to them. Charges may apply to any changes you make. You can find out more accurate information about these fees by looking at our Booking Conditions.

Q. I want to add extras to my ski booking. When is the last date I can book them?
A. To make your arrival in resort easier we recommend that you pre-book equipment, lift passes and tuition. Pre-booking means all your items will be organised and reserved for you when you arrive in resort. Pre-booking can usually be made up to 7 days before travel for European destinations. After this you must book ski pack items locally.

Q. Can you advise on passport and visa requirements?
A. It is your responsibility to ensure that you have the relevant documentation to complete your journey. Please check with the passport office and the appropriate consulate/embassy for visa information. The following link may be useful www.ukpa.gov.uk

Transfers

This section is only applicable if you have added transfers as an extra onto your booking.

Q. How will I know where to pick up my transfer on arrival?
A. Holiday vouchers detailing your transfer will be sent to you 28 days prior to travel. For late bookings (made 8 weeks prior to departure) this will be sent automatically after the original booking was made. If you do not receive your holiday vouchers within the time periods detailed above please call our Admin department on 0844 879 8119

Q. What if I don't receive my holiday vouchers or details of my transfer are missing from the transfer voucher?
A. If documentation is not received within the time periods detailed above please call admin on 0844 879 8119. When you receive documentation please check your transfer voucher carefully to ensure full instructions are included. If instructions are missing on where to pick up your transfer please call admin on 0844 879 8119

Q. Do I need to reconfirm my return transfer?
A. Transfer arrangements vary from airport to airport so it is vitally important that you read the information printed on your confirmation invoice. In most cases you must reconfirm your return transfer details 48 hours before departure using the telephone number provided. Should you require further assistance with transfers in resort, please call our 24 hour in-resort helpline on +44 870 010 4599

Q. What should I do if there is an issue with my transfer in resort?
A. If you have any issues in resort, our dedicated team are ready to take your call on our 24-hour in-resort helpline. Please call +44 870 010 4599

Insurance

Q. Do I need insurance?
A. It is a condition of your booking that you take out adequate travel insurance. Please visit www.thomascook.com for a no obligation quote.

Payment

Q. When is my final balance due date?
A. Final balances are due on your booking 12 weeks before departure, or at the time of booking if less than 12 weeks.

Q. Are there credit card charges?
A. Yes we do charge a credit card handling fee, which is 2.25%.

Tickets/Documentation

Q. I've lost my confirmation invoice. Can you send me another one?
A. Of course! Please drop us an e-mail to info@thebigsnowfestival.com with your booking reference and we will get one out to you shortly. Alternatively you can call us on 0844 879 8119.

Q. I've just received my invoice or tickets and my name is incorrect
A. If you have booked through The Big Snow Festival website or directly over the phone please call us on 0844 879 8119 or e-mail us at info@thebigsnowfestival.com. If you're making any changes like this, we may have to make a small charge.

Q. When will I receive my tickets?
A. The majority of the airlines we use now issue e-tickets therefore no tickets are necessary. If tickets are needed these will be sent out about two weeks before departure.

Q. When will I receive my documentation?
A. This will be sent to you 28 days prior to departure, if you do not receive documentation please contact admin on 0844 879 8119.

Q. What is an e-ticket?
A. An E-Ticket is a reference created by the airline to allow you to travel; this is instead of traditional airline tickets.

Q. As well as my ticket what other travel documents will I need to take with me?
A. You will need to take a current passport and, if your destination country requires one, a visa. You will also need your most recent booking confirmation/invoice as well as your travel insurance details.(Please note it takes approximately 12 weeks to obtain a full British passport, although at certain times this may be longer.) Requirements may change for travel to your destination so always check the current situation in good time before departure. For the latest passport, visa and health requirements applicable to British Citizens, you’re advised to check the www.fco.gov.uk and www.ukpa.gov.uk.

Holiday Information

HOLIDAY PRICES - HOW TO PRICE YOUR HOLIDAY

Holiday prices are influenced by many factors. The price includes current taxes (such as air passenger duty), aircraft insurance, security, fuel and other associated costs known at the time of booking. Our prices are affected by changes in these costs, along with changes in exchange rates, suppliers' costs and economic trends (see section 'Extra Charges - before booking').

Holiday prices

Prices are a guide only. We reserve the right to change prices; price can go up or down.

What the price includes

The type of holiday you select, will determine what is included in the price of your arrangements. Prices are based on either a pre-arranged holiday package, or individual components - please refer to the descriptions and prices for details. Where prices are based on individual components, this allows you to tailor make the holiday to suit your needs. The following information gives a summary of what component prices include.

Wristband

This permits entry into all main The Big Snow Festival event arenas. Please note: additional optional excursions may be available and these will be at an additional charge, payable locally. Food and drink available at the festival is not included in the price of your wristband.

Accommodation Component

Accommodation - Prices are shown for each property. For hotels, the price applies to each of the two adults sharing a room.
Meals – Accommodation is based on a room only basis unless otherwise stated.

Flight Component

Return Flights - from the UK to your chosen destination. Please note that prices we show for Scheduled flights are based upon the lowest fare available. The airlines will limit the number of seats available at these prices by flight and date of travel. If the advertised price is not available when you book, we will offer you the next best seat price.
Baggage Allowance – The minimum luggage allowance included with your flight is 15kgs per person. On scheduled airlines your baggage allowance will be shown on your ticket. Baggage allowances vary according to the airline, so always check before you travel. Excess baggage charges apply if you exceed the allowance shown on your tickets.

Charges for extra security, aircraft insurance, aviation and other associated costs.

Taxes & Charges known at the time our prices are published.
Air passenger duty (APD), UK airport taxes and security charges all prices include current government APD. From 1 November 2009, destinations will be categorised into four geographical bands based on distance from London. Each band will have two rates, one for standard class of travel and one for other classes of travel. The rates are subject to change and are published on the HM Revenue & Customs website - visit www.hmrc.gov.uk. Our prices may go up or down if APD rates change after publication of this website.
Aviation Fuel Costs known at time of booking (see Extra Charges - before booking)
Charges for extra security, aircraft insurance, aviation and other associated costs.
ATOL Protection Contribution (APC) - the price of your holiday includes the amount of currently £1 per person (£2.50 per person for bookings made after 1 October 2009) as part of the ATOL Protection Contribution (APC) we pay to the CAA who provides financial protection for your holiday in the unlikely event of our failure. The amount you have paid will be shown on your confirmation invoice.

Transfer Component

Transport between destination airport & holiday property on holiday bookings for holidays sold from this website - this will normally be by coach.

Assistance (included with all components)

Services of a Local Agent or 24-hour assistance from our UK Duty Office.

And what's extra

Holiday Insurance - you MUST be insured
Flight supplements - where applicable
In flight meals - an in flight meal is not included in the standard price of your holiday but depending on airline may be available at an additional charge when booking.
Meal supplements - where applicable are in the accommodation description.
Under-occupancy supplements see section on 'Under Occupancy Supplements' above.
Accommodation Deposits in some cases on arrival at self catering accommodation you may be asked for a deposit. This is refundable, less the cost of any additional cleaning, damage or loss. When you register, many hotels will ask you for an imprint of your credit card to cover any personal extras. If you do not have a credit card, they may ask for a large cash deposit.
Optional excursions.
Charges made by accommodation – see 'Local Charges' section below
Ski/Snowboard carriage - Thomas Cook Airlines charge £15 to pre-book ski/board carriage. Other airlines vary and any payment due will be collected on check-in.
Locally collected taxes.
Excess baggage on coaches and aircraft - excess baggage charges will apply if you exceed your allowance and/or you take sports equipment.
Return Transport between your destination airport and accommodation in resort is not included unless pre-booked with us.
Late booking fee - a charge will apply for all bookings made within 14 days of departure. We will make arrangements for you to collect your tickets from our airport representative on arrival, or in some cases may be able to post your documentation to you, at your request.
Credit card charges – prices advertised apply to payment by cash or debit card. A charge will apply to payment by credit card – please ask for details
Possible surcharges - see 'Surcharges - price increases after booking' section

UNDER OCCUPANCY SUPPLEMENTS

The prices on this website are usually based on a specific number of adults sharing the accommodation. If there are fewer adults sharing the accommodation than the number stated, supplements will have to be paid because fewer adults are sharing the accommodation. These supplements are called “under occupancy” supplements. Where applicable the under occupancy supplements are per person per night, and may vary depending on date of travel. Our accommodation prices are based on at least two adults sharing.

EXTRA CHARGES - BEFORE BOOKING

Please note carefully, prices include an amount to cover our current fuel charges known at the time our advertised prices are produced. You should be aware that these charges and costs may change. We reserve the right to alter prices and introduce fuel supplements where changes in fuel costs occur. Furthermore, although we have included in our prices an extra charge to cover aviation, security, aircraft insurance and other associated costs, you should be aware that these charges and costs may change. Since all these costs are beyond our control and subject to further changes, we reserve the right to pass on any additional charges to you and they will be added and shown separately at the time of booking. We reserve the right to change prices; prices can go up or down. Please therefore check carefully the total costing, including any additional charges, with us or your agent before you book.

SNOW GUARANTEE

The Big Snow Festival does not provide a guarantee as to the level of snow in the resort during the event. Please refer to your holiday insurance terms and conditions to find out the level of cover you have for this eventuality.

SURCHARGES - PRICE INCREASES AFTER BOOKING

We reserve the right to surcharge - see 'Booking Conditions'.

LOCAL CHARGES

At some accommodation certain amenities or services may carry a local charge. Unless we have stated that a service or facility is 'free' in our descriptions, you may be asked to pay a charge. Here are a few examples of what you might expect to pay for locally, but always check first as there may be others.
Daily car parking charge at some hotels/apartments.
Entertainment and activities away from your accommodation.
Highchairs, cots, hotel-run Children’s Clubs and meals for infants.
Certain a la carte meal options.
Porterage of luggage at any stage.
Safety deposit facilities, room service, minibar, TV/ satellite TV, telephone calls, internet and wifi.
Facilities and equipment such as spa entry, indoor pools, sauna, steam room and table games.
Health & beauty treatments.

SURCHARGES - PRICE INCREASES AFTER BOOKING

We reserve the right to surcharge - see 'Booking Conditions'.

CURRENCY

Most people travel with cash, traveller's cheques and a credit card, usually because it's the safest, most time and cost-efficient way of carrying travel money. Visa or Mastercard are probably the most widely accepted cards abroad, so it is best to decide which you wish to take and leave any others behind in a safe, secure place. Take most of your paper money in traveller's cheques - your credit card may give you access to local currency, but it could be at a high rate of interest and exchange rates may be poor. You should take some local currency so you don't have to worry about exchanging money when you arrive. You might need some cash for a taxi or tipping. Always make use of hotel safety deposit boxes, and wherever in the world you're travelling - never carry around large amounts of cash.

OFFERS, OPTIONS & HOLIDAY HIGHLIGHTS

REDUCED HOLIDAY DEPOSIT

Reduced holiday deposits are available for European charter flight based holidays at certain times, otherwise the standard deposit amount will apply which will be advised to you at the time of booking.

Pre Bookable & Holiday Extra's

SKI PACKS PROVIDER

Our partners at Neilson holidays provide all the Ski Packs advertised on our website or available in resort. For further information regarding Ski Packs please contact Skidom on 0844 879 8151.

SKI PACKS AND PRE-BOOKABLE OPTIONS

To make your arrival in resort easier we recommend that you pre-book equipment, lift passes and tuition. It means all your items will be organised and reserved for you when you arrive in resort. Once booked the price will not rise. Pre-bookings can usually be made up to 5 days before travel for European destinations. After this you must book ski pack items locally. The website details the most popular items but please be aware that there are more options available on the reservations system and in resort. Items are booked to start on the morning after your arrival. Should you wish to ski on the day you arrive, you will have to make your own arrangements. The prices showing on the reservation system at the time of booking your ski pack items are the applicable ones, and may be higher or lower than the prices shown on this website. We reserve the right to increase prices at any time and to withdraw ski pack elements from sale. If you wish to cancel or amend items, you may do so up to 21 days before departure at a charge of £35 per person.

LIFT PASS & TUITION PRICE PROMISE

Make sure you pre-book before you go and we'll guarantee you a great price! We promise that you'll pay no more than you would have done had you waited and purchased your lift pass and tuition in resort. In the unlikely event that you did find cheaper prices for the identical lift pass or tuition* locally, we would refund you the difference, there and then, no questions asked. based on the exchange rates as follows: €1.12.

Lift passes will be delivered in resorts where our staff are permanently based. *Please note we work closely with our chosen ski schools and will not consider price matching against alternative ski schools operating in the resort.

LIFT PASSES

Lift passes for the resort on sale within this website can be pre-booked. If you pre-book then you are automatically covered by our Lift Pass Price Promise – see above. In some resorts there may be more than one type of lift pass available so please remember to specify at the time of booking which pass you require where we offer a choice. If the pass offered doesn’t suit your requirements, you should book upon arrival in the resort. Some resorts charge a deposit for ‘hands free’ lift passes. It is stated where we have included this charge in the pre-book price. The deposit amount can usually be obtained by returning the pass directly to the lift pass office at the end of your holiday.

PROOF OF AGE / RELATIONSHIP

Please note that in some instances proof of age may be required to be shown either to the representative or to the lift pass office staff before a special price lift pass can be obtained.

SKI OR SNOWBOARD TUITION

We offer pre-bookable group ski and snowboard lessons in almost all our resorts. Lesson days and durations vary so always check the relevant ski pack panel for details.

LEARN TO TURN RESORTS: "SATISFACTION OR YOUR MONEY BACK" GUARANTEE

So confident are we of the enjoyment you’ll get from your first ski or snowboard holiday in one of our recommended Learn to Turn resorts, we offer a ‘satisfaction or your money back’ guarantee. We simply ask you give it a minimum of three days then, if you still wish you had never set foot on the slopes, and never intend to again, we promise to refund you the cost of your Skier’s or Snowboarder’s Pack (excluding the cost of the lift pass).

BEGINNERS 'LEVEL 0'

Arinsal has been awarded with Neilson's 'Learn to Turn' status. This means you can be sure that the resort has nothing but the best facilities and instruction to make sure your first experiences on the slopes are fun, safe and rewarding. Book the 'Complete Beginners' skiers or snowboarders pack to ensure you will have everything you need - the correct lift pass, equipment and tuition. Please note that beginner, 'Level 0' packages are strictly for beginners. A supplement may be charged to participants considered too experienced for beginner’s classes to cover additional lift pass and tuition costs

SKIERS & BOARDERS PACKS

These 'Packs' combine a lift pass (usually a local pass), equipment and tuition and offer a saving compared to booking each item individually. They are only available to be pre-booked and are not available for purchase in resort. Packs cannot be discounted or combined with other ski pack offers.

BEFORE YOU GO

HEALTH PRECAUTIONS

Health facilities, hygiene and disease risks vary worldwide. You should take health advice about your specific needs as early as possible. Sources of information include the following websites: www.fco.gov.uk, www.hpa.org.uk and www.nathnac.org, your General Practitioner or a specialist clinic. Whilst many Western European destinations currently have no compulsory inoculation requirements, advice about destinations can change. Customers travelling to worldwide destinations are recommended to seek advice from the sources mentioned above and, where recommended, obtain vaccinations or tablets for protection. If you are visiting a European Union (EU) country you should obtain a European Health Insurance Card (EHIC) and take it with you when you travel. The EHIC can be obtained free of charge by completing an application form available from main Post Offices and from www.dh.gov.uk/travellers. Please note, the EHIC is in addition to Travel Insurance, not instead of it.

TRAVEL ADVICE

The Foreign and Commonwealth Travel Advice Unit issues and frequently updates advice for those travelling outside the UK. The advice includes general warnings and specific information for the benefit of travelers. Ask your travel agent for details of any current advice for the country or countries which you plan to visit when you book your holiday. You are also advised to check this information before you go by accessing the latest Travel Advice on www.fco.gov.uk, alternatively e-mail traveladvicepublicenquiries@fco.gov.uk or telephone the Foreign Office Travel Advice Unit on 0845 850 2829.

DISABLED TRAVELLERS

The majority of overseas accommodation, overseas transport (including transfers) and other holiday services provided overseas are not equipped to cater for the needs of many disabled holidaymakers. Furthermore the natural terrain and the layout of some resorts can sometimes make life difficult for wheelchair users. It is therefore important, if you have any disability, that the appropriate enquiries are made about the suitability of particular accommodation, resorts, transport and services, and that you are fully satisfied you have made the correct choice before you book and confirm your holiday. Please note: if special arrangements need to be made for you an extra charge may have to be levied. We cannot be held responsible if you fail to tell us about special needs/requirements that will affect your holiday experience and this means we will not compensate you. If you require help/assistance on your flight or at your departure airport, please inform us at the earliest opportunity. We will pass on your requirements to the relevant airport / airline. For customers who require support or advice prior to booking, ask your travel agent to contact us, or if you have booked direct please contact our Special Needs Team on 0800 107 3409. This is a dedicated number for special needs enquiries and we are unable to transfer calls to other departments.

PASSPORTS & VISAS

The following information applies to British Citizen’s holding a UK passport issued in the UK. Non-British Citizen passport holders or British Citizens holding a UK Passport issued abroad or holders of British Subject Passports should contact the appropriate consulate or Embassy for clarification. Please note, both passport and visa regulations can change and you should therefore check with your travel agent or the relevant embassy well in advance of travel. It can often take some time to obtain a visa, so you are advised to apply in plenty of time.

Your responsibility: It is the responsibility of passengers to ensure they have valid, acceptable passports and any required visa or any other documentation for the travel they are to undertake - you must be able to meet the entry requirements for both your final destinations and any stop-off points en-route. Passengers without the correct documentation may be refused carriage by the airline or entry into any country. Where entry is refused, fines or other financial penalty will be imposed on or by the airline and the passenger(s) concerned will be required to immediately return to their country of departure. Any passenger who travels without the required passport/visa/other documentation is solely responsible for and must immediately pay all fines, surcharges, other financial penalty, costs (including the cost of their immediate return flight) and any other sums of any description which are incurred or imposed by the airline or incurred by ourselves. This will be the case regardless of whether the lack of correct documentation is spotted at the departure airport. We can accept no liability in this situation and no compensation, expenses, refund or other sum will be paid.

Validity: A valid passport is essential when you travel abroad. Although your passport has been issued for 10 years (5 years for children) you should note that some overseas countries have an immigration requirement for a passport to remain valid for a minimum period after the date of entry to that country (typically 6 months). If your passport is in its final year of validity, you are advised to check the requirements of the destination before you make your final travel plans.

HOW TO CONTACT THE PASSPORT SERVICE

General passport enquiries should be directed to the Identity and Passport Service. Please visit their website: www.ips.gov.uk or telephone: 0870 521 0410.

Apply early: If you need to apply for a passport or renew an expired passport, you should do so well in advance of travel and at least four weeks before. (If you are 16 or over and have never had a passport in your own name, you should apply for one at least six weeks before your holiday. The UK passport service has to confirm your identity before issuing your first passport and will ask you to attend an interview in order to protect your identity). Visit www.ips.gov.uk

YOUR SAFETY & WELLBEING ON HOLIDAY

Your health and safety is of paramount concern to us, especially if children are involved. In addition to monitoring the hygiene and safety standards in all the hotel and apartments that we use, it is appropriate that we bring to your attention the need for you to be careful and to take necessary precautions whilst overseas and we need your help and cooperation with this. We would ask you to pay close attention to the following information, together with any other information we, our agents or suppliers, provide to you before you go, during your flight and when you arrive in your destination and at your hotel. It is most important that you familiarise yourself with this information and any other information you are given or on display, because not only do we want you to have a great holiday but we want you to have a safe holiday.
Swimming pools and water features: some of our hotels and apartments welcome local people and other holidaymakers not residing at the property to use the swimming pool and facilities within the accommodation. This can lead to pool areas becoming busy at times, for example sunbathing space and available sunloungers may become limited. Please make use of the pool shower facilities before swimming - this helps to prevent any potential infections and helps to keep the pool clean. Every pool is different and most hotels / apartments do not employ life guards, so you are strongly recommended to familiarise yourself with the pool layout, identifying the deep and shallow ends before using. Do not use the pool after dark or when the pool is closed, even if the pool has underwater lights. You should never swim when you have been drinking alcohol. Whilst some of our hotels and apartments have water features, such as slides or flumes, which may appear in our photography, generally we do not recommend these are used. It is possible such features may have been replaced or removed since the photography was taken.
Overseas Safety Standards: Although the accommodation featured does operate to its own country’s standards, regrettably the safety standards and regulations overseas may not be of the same level that we enjoy in the UK. For instance, the design and height of balconies may differ. The setting and enforcement of local regulations is a matter for the Authorities of the country and the foreign supplier of the services concerned. We are working with hoteliers to improve standards wherever possible. You should familiarise yourself with fire procedures, including emergency exits in your accommodation, the swimming pool(s) area and any unfamiliar cooking appliances. If in doubt, ask your representative or an appropriate member of staff.
Children: Children must be supervised by you at all times, especially near water, on balconies or in unfamiliar buildings and surroundings.
Stomach Upsets: It is still a relatively common occurrence to suffer gastric illness when travelling abroad and being exposed to a different environment. There are many ways you can reduce the possibility of being affected, such as, not eating undercooked food, avoiding ice in drinks, ensuring you drink plenty of bottled water and avoid over exposure to cold winds and sun.
Out and About: Due to rough terrain, uneven surfaces and ice, we recommend that you are extra careful and vigilant when visiting sites of interest and crossing roads. Crimes against people and property are a fact of life throughout the world and you have the same responsibility for your own safety as you do at home. In some places the local police may not be very cooperative or interested when you report a theft or need insurance confirmation so always take care of your property.

YOUR RESORT

OUR SERVICE

We are proud that our staff are the best in the business. They are thoroughly trained in making sure that you have a great festival.

They make frequent visits to our hotels and apartments at regular times, and will be at most properties for some period every day of the week Our staff are always on hand to help sort out any particular problem whilst at the festival. If you have a complaint they will need to know about it and will do their best to solve the problem on the spot and minimise any inconvenience. This will also help us to improve the festival experience for all our customers. There may be times when a member of our staff is unable to solve a particular problem immediately. While appreciating that this may be upsetting for customers, we do expect our customers to behave in a reasonable manner towards our staff. Consequently, should any customer act in a threatening or intimidatory manner towards our staff, we shall have no hesitation in taking appropriate legal measures.

RESORTS

In low season, resorts can be quiet with some facilities in limited supply, whereas in high season the resort is sure to be full, with facilities in full swing. However, there may be occasions where hoteliers or providers of services withdraw a facility temporarily or otherwise due to lack of demand, especially at the start and end of season.

RESORT DEVELOPMENT

The destinations contained on this website are still being developed and even in more established resorts there is often a possibility of building work taking place. If in our opinion this is likely to affect your booked accommodation, we will tell you at the time of booking or, if you have already booked, you will be contacted before departure if there is time. Please refer to the Booking Conditions, section ‘Circumstances beyond our control’ for more information.

LOCAL INFORMATION

Please note that areas surrounding your holiday accommodation do not form part of your package holiday and have not been inspected. These include for example the pistes, roads and mountains. You are responsible for taking reasonable care for your own safety and the safety of your party. Local events, religious festivities and public holidays are likely to influence the provision of services and facilities within the hotels and around holiday resorts at certain times.

SPORTING ACTIVITIES IN RESORTS

We refer to a number of activities within the website, these are neither owned or operated by us and we cannot guarantee that they are maintained or operated with the customer's safety in mind. We would ask that you take all reasonable precautions to protect yourself and your party whilst on holiday and would recommend that you only use companies who demonstrate good safety practices. You should ensure activities you wish to take part in are covered by your own holiday insurance. Some activities may be considered to be hazardous pursuits by some insurance companies.

SMOKING

Restrictive legislation against smoking in public places is becoming increasingly common in destinations worldwide. You may find your holiday resort operates enforced smoking restrictions in areas including, but not limited to, enclosed public areas such as bars, pubs and restaurants. Fines may be imposed for breaching regulations. To find out more visit the FCO website www.fco.gov.uk

DRIVING

Laws, licensing requirements and age limits vary throughout the world. We recommend you check with your travel agent, or the relevant embassy or consulate.

GENERAL INFORMATION

ABTA - THE TRAVEL ASSOCIATION

Thomas Cook Tour Operations Ltd is a member of ABTA with membership numbers V6896. ABTA and ABTA members help holidaymakers to get the most from their travel and assist them when things do not go according to plan. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. For further information about ABTA, the Code of Conduct and the arbitration scheme available to you if you have a complaint, contact ABTA, 30 Park Street, London, SE1 9EQ Tel: 0203 117 0500 or look at the website: www.abta.com.

DATA PROTECTION

To comply with the Data Protection Act we would like to advise you that in order to provide you with the products or services you require, the personal information you supply to us will be passed to relevant trusted partners or suppliers. This may involve sending your details to countries that do not have an equal level of privacy legislation to that in the UK. Your details may also be used for improving our customer service, analysis and occasionally, for the prevention of crime. We may also occasionally contact you by post or telephone to update you about great offers, products and services from Thomas Cook group companies and carefully selected third parties. Should you not wish to receive such information, please advise one of our sales consultants.

EARLY AND LATE SEASON/PEAK DATES

During local or national holidays abroad, you may find facilities like ski schools & shops are closed or have limited opening / operating 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.

PHOTOGRAPHY

Some of the atmospheric photography shown in conjunction with particular accommodation and resorts advertised in this website (e.g. kids playing in the snow or close-up in a pool) was shot on location and not at the accommodation or resort concerned.

TELEPHONE CALLS

To ensure we consistently deliver excellent customer service, telephone calls to Thomas Cook’s UK offices may be recorded.

YOUR FINANCIAL PROTECTION

When you buy an ATOL protected air package or flight from us you will receive a confirmation invoice from us (or via our authorized agent through which you booked) confirming your arrangements and your protection under our Air Travel Organiser’s Licence number 1179. In the unlikely event of our insolvency, the CAA will ensure that you are not stranded abroad and will arrange to refund any money you have paid to us for an advance booking. For further information visit the ATOL website at www.atol.org.uk. The price of your holiday includes the amount of £1 per person (£2.50 per person for bookings made after 1 October 2009) as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices but will be shown separately on your confirmation invoice. Where you book a package holiday from our brochure/website, which does not include a flight, we provide security by way of a bond held by ABTA. If you book arrangements other than a package holiday or a flight from us, the financial protection above does not apply.

TRAVEL INFORMATION

All holidays

The timings shown on this website are for guidance and will be submitted for approval by UK and overseas scheduling committees. They are therefore subject to alteration and confirmation. The Big Snow Festival reservation system will show the latest advised times. Your Confirmation/Invoice will show up-to-date timings and we will advise you of any subsequent major change. The latest schedule will be provided on your tickets and you should check these as soon as they are received.

Transfer times

Timings quoted on resort information pages are approximate and may be substantially longer, especially during local school holidays, spring breaks or poor weather conditions.

FLYING WITH THOMAS COOK AIRLINES

Providing you with the ultimate in flexibility, Thomas Cook Airlines are able to offer a number of pre-bookable flight services, which should be booked no later than 7 days prior to departure. (If you are not flying with Thomas Cook Airlines, please contact your airline direct or consult with your Travel Agent).

Seating

As the airlines allocate the seating on their planes, we recommend that you check in early if you would like a specific seat or to sit together.

Seats Together: You can reserve seats together on Thomas Cook Airlines flights and on selected other charter airline flights at the time of booking for charges of up to £20 per person. We will aim to sit parties together, side by side. However, in some circumstances, depending on the size of the group and/or configuration of the aircraft, sitting together could be either side of the aisle or directly behind one another.

Seat Number: You can also pre-book your seat number on selected Thomas Cook Airlines flights. You must first reserve your seats together (with the tour operator) or extra leg room seats (with our Customer Service & Sales Team) as explained above. Then, you can select your seat number at a cost of £10 return per seat, by contacting Thomas Cook Airlines on 0844 855 0515, or your travel agent.

Dietary requirement meals/snacks

Thomas Cook Airlines can offer a range of meal options, including children’s, vegetarian, vegan, diabetic and gluten-free. Please reserve at the time of booking. (Within 10 days of departure you need to call us, no later than 7 days prior to departure).

Celebrating?

If you are celebrating a birthday, or other special occasion, you can pre-order Champagne at a charge.

Helping hand?

If you require assistance on a flight please make your request at time of booking. Thomas Cook Airlines UK Ltd cannot guarantee to have a peanut free environment onboard an aircraft and is not able to change or modify the cabin environment by individual passenger request.

Non-Thomas Cook Airline flights

If you are not travelling on a Thomas Cook Airlines flight, the services may vary between airlines. Please check with your travel agent for details of the services aboard other flights. Please also note however that the flight information shown on our website may change after publication. Occasionally it is necessary to change the airline used which may mean a flight shown as being operated by Thomas Cook Airlines is substituted by another airline. In the unlikely event this happens, we regret the same services cannot be offered on other non-Thomas Cook flights, either by ourselves or the airline you fly with and you will not be entitled to any compensation. If you have paid a supplement for an upgraded service, this will be refunded.

BEFORE YOU GO

Passengers travelling with reduced mobility - Making your booking

If you or a member of your party has reduced mobility we strongly advise that you contact us directly or your travel agent before making your reservation. This will enable your travel agent to confirm with us or the airline the availability of any assistance requirements prior to booking, as any changes made after booking will be subject to our standard change fees.

People needing assistance at the airport

If you are a wheelchair user or have reduced mobility, your travel agent will need to contact us prior to booking, to request assistance service at airports. If you are booking direct with us call 0800 107 3409* If you do not request this in advance we cannot guarantee that this service will be available, as there is a limit on the number of passengers with reduced mobility and the number of wheelchairs we are able to assist on the day with no pre-notification. The airport will signpost designated points for passengers with reduced mobility.

Wheelchair users

If you have your own wheelchair, this will be carried free of charge in addition to your normal baggage allowance. Since a wheelchair is carried in the hold and collected in the baggage reclaim area, we advise that it is adequately insured against loss or damage since the airline liability is limited. Electronically powered wheelchairs will be accepted for travel, providing that the general conditions for their carriage, as outlined in the IATA Dangerous Goods Regulations, are met. These relate to the batteries used to power wheelchairs. Since the batteries will remain attached to the wheelchair, it is important that the wheelchair can be easily stored in an upright position when collapsed for carriage. Batteries must be disconnected and the battery terminals insulated to prevent accidental shorting.

Accompanying companion for reduced mobility passengers

A carer must travel with any passenger who does not meet the DFT (Department for Transport) code of practice definition of self reliance. In establishing whether someone is “self-reliant” please refer to the DFT code of practice. If you are not self-reliant (capable of taking care of all your physical needs independently in-flight) a carer is required for travel to take care of these needs. The carer must purchase a ticket at the same time. A carer can travel with a maximum of 2 passengers requiring additional assistance as outlined above. Due to CAA (Civil Aviation Authority) regulations, any persons with reduced mobility or any physical disability or intellectual impairment cannot be allocated seats adjacent to the emergency exits.

Visually impaired passengers

If you or a member of your party are blind or visually impaired you should contact your travel agent (or if booking direct call us on 0800 1073409* to make your booking). Most airlines are able to carry guide dogs on many routes and we will check full details with the airline.
*The dedicated number shown is for special needs enquiries and we are unable to transfer calls to other departments. If you are booking or have booked through a travel agent, please contact your travel agent in the first instance.

AT THE AIRPORT

SKI & SNOWBOARD CARRIAGE

Carriage of ski’s and snowboards is strictly limited on charter flights. If you wish to take skis or boards with you, space must be reserved for them at the time of making your holiday booking. On Thomas Cook Airlines flights, for each pair of skis, each snowboard there will be a charge of £15 added to your holiday invoice (max 10kgs per £15 charge paid). The combined weight of baggage & equipment must not exceed 25kgs - or excess airline charges will apply. Passengers who pre-book carriage of their skis are guaranteed that in the event they are off loaded, the booking fee will be refunded and the skis forwarded to your resort at no extra cost. Should this not be practical, quality skis will be provided in resort for the intervening period (one set per fee paid). For non-Thomas Cook Airlines flights, please refer to the airline you are travelling with for details of ski / snowboard carriage and charges.

Check-in

The following information is designed to help you complete the airport check-in process as quickly as possible. If you fail to check in on time, the airline is entitled to refuse to allow you to board the flight. We cannot accept responsibility if such a situation arises and, whilst we endeavour to assist in making alternative travel arrangements to your resort, any cost or loss incurred as a result will be your responsibility. If you fail to check in at all for your flight from the UK, we retain the right to cancel any other arrangements you have booked with us and you will be unable to use your return flight to the UK. No refund can be made for any unused arrangements. When you arrive at the check-in desk for your flight, you will be asked for your ticket, passport and baggage. If travelling in a group, please make sure all members of your party are at the desk. Once you have checked in, you can move through to the departure lounge where you will find further information, including your departure gate number.

Important notice: You must check-in at least 2 hours prior to departure; failure to do so could result in you being denied travel. Remember no calls will be made for your flight so please make sure that you are at the departure gate no later than 45 minutes before your departure time. Passengers that are refused travel will be responsible for arranging alternative transportation at their own expense. Airline regulations permit the in-flight consumption of alcohol purchased from the on-board bar service only.
Security: Please keep your luggage with you at all times. Never carry packages or presents for anyone else. Unattended luggage will be removed and destroyed.
Emergency Exit seats: Please note, for safety reasons we are unable to allocate seats on emergency exit rows, to either disabled passengers or children.
Pregnancy: Regulations vary from airline to airline, but some will refuse to carry women who will be 28 weeks or more pregnant on the date of return travel. If you are in doubt, please check with the airline concerned. We recommend that you also consult your own doctor.
Fitness to fly: You may need permission to fly from your doctor if you suffer from certain medical conditions, which may mean you also require assistance from the airline. Should you have any concerns about your fitness to fly and you are flying with Thomas Cook Airlines please contact 0844 855 0515.
Baggage delays: Although handling arrangements at UK departure points are excellent, there are occasions when your baggage may be delayed. However, if the recommended insurance is taken, you are covered for emergency purchases.
Hand Baggage: The check-in agent at the airport will ask you to show your hand baggage. Only one item of hand baggage is permitted. This should not be over 5kg in weight or bigger than 17 x 11 x 9 inches in size. The low dose X-Ray machines used at UK airports to examine hand luggage will not affect photographic film. Hold baggage is subject to a higher dose X-Ray inspection and we suggest therefore that you pack your film in your hand luggage. Items such as knives, scissors, tweezers and laser pointers may not be carried as hand luggage. These should be carried as hold baggage only. Any such items or sharp objects will be confiscated if packed in your hand luggage.
Hold Baggage: Your hold baggage must not exceed the stated allowance on your ticket. A charge will be made if the stated allowance is exceeded. Baggage allowances range from 15kg up to 25kg. Individual items of luggage must not exceed 30kg for lifting purposes.
Medical Equipment: If you are carrying medical/mobility equipment, you must ensure that you have adequate insurance to cover the items for possible loss or damage.
Valuables: Please remember to pack any valuables including money, credit cards, jewellery, keys and camera equipment in your hand luggage and not in your suitcase.

In flight safety

Safety: the safety and welfare of passengers is of paramount importance. While we wish to create a genuine holiday mood, we will deny boarding or impose additional conditions of carriage on any passenger who:
- is intoxicated and or disruptive.
- found to be smoking on board our aircraft.
- makes an inappropriate remark. Inappropriate remarks are considered as any comment or statement made by a person, which indicates they may be carrying a bomb (or other such explosive device), a firearm or weapon regardless of that person’s intent or reason for making the comment or statement. Although we want you to start and end your holiday on a high note, please make sure that you keep any drinking to a minimum before the departure of your flight. We will deny boarding to any passenger who appears to be intoxicated or whose behaviour we consider to be disruptive. Passengers that are refused travel will be responsible for arranging alternative transportation at their own expense. We realise that some larger passengers, due to their size, often find that aircraft seat width is insufficient for their needs. For your own safety and comfort and that of other passengers, you must advise us or your travel agent at the time of booking if you know or are unsure as to whether the seat size on the aircraft will be sufficient for your needs. If you do require additional space, then subject to availability, you can purchase more than one seat located side by side or if you prefer, a wider seat in an upgraded class (where applicable). We regret however, that due to additional costs incurred by us, you will have to pay the full cost of all seats required by you, plus any upgrade supplement per seat. If you are purchasing extra seats due to your size, please contact us or your travel agent.
Smoking: please note that whatever airline you fly with, all UK airlines have a strict no-smoking policy throughout the aircraft.

DEEP VEIN THROMBOSIS

Deep Vein Thrombosis (DVT) is a serious condition where blood clots develop in the deep veins of the legs. Prolonged immobility is generally thought to be the common underlying risk factor, and thus any travel involving prolonged immobility can result in developing a DVT. A wide range of advice is available on DVT - you are strongly recommended to obtain advice that will include information on those people most at risk of DVT and how to reduce risks when flying. Most passengers can reduce risks through keeping circulation active by practicing in-seat exercises, especially leg exercises, and walking around the aircraft whenever possible. Most airlines provide details of suitable exercises you can do and other measures you can take to reduce risks within their in-flight magazines or during in-flight videos and if you are flying with Thomas Cook Airlines, please also visit www.thomascookairlines.co.uk for further information. More comprehensive advice can be found on the UK Department of Health's website (www.dh.gov.uk) but if you believe you are at a higher risk or have any concerns about the risks or doubts about flying, you must consult your GP before you travel.
Seat Pitch: we advise that the distance between the back support cushion of your flight seat and the back of the seat or other fixed structure in front of your seat will not be less than the minimum stated in the UK Civil Aviation Authority’s Airworthiness Notice No.64, issue 2 of the 29th October 2001 (26 inches).

FLIGHT OPERATION

Flight timings shown on this website are based on the 24 hour clock system. These timings, however, are provisional only and will be submitted for approval by the UK and overseas scheduling committees, and are therefore given for guidance only and are subject to alteration and confirmation. Our reservation system will show the latest timings for your flight. The right is reserved to substitute alternative airlines and/or aircraft at any time. All bookings are subject to the grant of licenses by the Civil Aviation Authority.

FLIGHT ROUTING

A direct flight may touch down en-route for re-fuelling, or to pick up and/or drop off passengers. In these instances you are not normally required to disembark and the flight is still considered to be a direct flight. A non-direct flight may require a change of aircraft en-route while a non-stop flight will take you directly to your final destination airport without stopping.

FLIGHT SEAT ONLY

For those with their own accommodation, return flight seats are available at competitive prices. Some transfers can also be pre-booked when purchasing a flight. Please call us for details or visit www.thebigsnowfestival.com