Terms and Conditions
Except where otherwise specified, we, Airport2Alps act only as an agent in respect of all bookings we take and/or make on your behalf. We accept no liability in relation to any contract you enter into or for any travel arrangements or other services you purchase (“Arrangements”) or for the acts or omissions of any supplier or other person(s) or party(ies) connected with any Arrangements. For all Arrangements, your contract will be with the supplier of the Arrangements in question (the ‘Supplier/Principal’).When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal of the Arrangements. Your booking with us is subject to these Agency Terms and Conditions and the specific booking conditions of the relevant Supplier/Principal(s) you contract with and you are advised to read both carefully prior to booking. The Supplier/Principal’s booking conditions may limit and/or exclude the Supplier/Principal’s liability to you. Copies of applicable conditions are available on request from us.
Please see our Supplier Terms here.
You may decide to book multiple Arrangements with us at the same time. The price charged in total for multiple component bookings will always equal the prices charged separately for each individual component. All Arrangements are available to be purchased separately at the same price as they would be if you made multiple bookings. This means that any multiple component bookings do not constitute a package as defined in the The Package Travel and Linked Travel Arrangements Regulations 2018.
By making a booking with us, you agree that you:
- have read these Agency Terms & Conditions and agree to be bound by them;
- consent to our use of your information in accordance with our Privacy Policy; and
- are over 18 years of age and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services;
- accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
Booking and payment
In order to make a booking with us, you must pay the deposit at the time of booking. You must also pay all applicable insurance premiums and booking fees. Your booking is confirmed and a contract between you and the Supplier/Principal will exist when we send you confirmation on their behalf.
Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as a booking agent, we have no responsibility for any errors in any documentation except where an error is made by us.
Except where otherwise advised or stated in the booking conditions of the Supplier/Principal concerned, all monies you pay to us for Arrangements will be held on behalf of the Supplier/Principal and forwarded on to the Supplier/Principal in accordance with our agreement with them.
Cancellations & Refunds
All cancellations should be sent to us in writing, by email. Cancellations sent to us by email, need to be received no later than 17:00 CET, or they will not be accepted and processed until the following working day, which may impact the refund status of the booking. Free cancelation is possible for private weekdays transfers (from Monday to Friday) bookings 12 hours prior the transfer. All other private bookings cancelled more than 7 days before the date of travel will be refunded in full. If you need to cancel within 7 days of travel you can still cancel your booking by contacting a member of our team and we will look into each request on a case by case basis. Administration fee, up to 100 EUR, may be applied to the refund including free cancelation cases.
Cancellations received after the specified deadline, or in the case of customer no shows, are non-refundable.
Should you need a letter to claim any costs from your insurance please contact our team and we will be happy to assist.
Refunds normally take between 7-14 days to be investigated and processed. If a refund is likely to take longer than 14 days, we will notify you in writing with an estimate of how long we believe it will take to process. You may be offered a credit voucher for the value of your refund as an alternative and by accepting the credit voucher you will no longer be entitled to a cash refund.
Prices
We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Prices may also be subject to changes as a result of mandated regulations impacting passenger transfers such as, but not limited to occupancy levels. Should a price change we will contact you in writing to explain this and any additional payments will need to be made in advance to ensure the journey is reconfirmed. Our normal cancellation and refund processes apply to any prices that are amended. Special note: changes and errors sometimes occur. You must check the price of your chosen Arrangements at the time of booking.
Insurance
You are strongly recommended to take out personal travel insurance for all members of your party. Some Supplier/Principals require that you do so. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you on holiday.
Special requests
If you have any special requests, please let us know at the time of booking. We will pass on all such requests to the Supplier/Principal, but we can’t guarantee that they will be met, and we will have no liability to you if they are not.
Force Majeure
Force majeure means that neither we nor the supplier will pay you compensation or issue a refund if a Service is cancelled or changed within our Cancellation deadline as defined in these Terms, whether the cancellation or change is made by you, us or the Supplier, due to unforeseeable circumstances beyond our or the Supplier’s control. These can include, but are not limited to, accidents and related delays, unplanned marches, demonstrations and organized disruption, police operations, unforeseen road hazards, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority, industrial dispute, natural or nuclear disaster, fire, infectious disease outbreak, adverse weather conditions or other similar events outside our or the Supplier’s control.
Force majeure should be covered by your travel insurance and we will be happy to provide you with a letter to support your claim.
Our responsibility for your booking
Your contract is with the Supplier/Principal and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the Arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the Arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
Complaints
If you have a problem with your Arrangements whilst using them, you must contact us on the emergency contact number provided in your booking confirmation. We will then liaise with the Supplier/Principal to resolve the issue. If you fail to follow this procedure, there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to may, therefore, be reduced or extinguished as a result.
If you wish to complain when you return home, you can write to us and we will forward this on to the Supplier/Principal. Please note that since we act as agent, we shall only liaise between you and the Supplier/Principal in good faith, we shall not be liable to you for any refunds or compensation and these cannot be paid without the Supplier/Principal’s authorization.
If you wish to complain about any service, we have provided to you (i.e. our booking service) then please contact us directly.
You can access the European Commission Online Dispute (ODR) Resolution platform at https://ec.europa.eu/consumers/odr/.
Documentation & Information
All descriptions and content on our website or otherwise issued by us is done so on behalf of the Supplier/Principal in question are intended to present a general idea of the services provided by the Supplier/Principal. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any Arrangements or any other services please contact us.
Useful Information
Child Seats
The EU directive 2003/20/EC states that children must use an appropriate child seat until they reach 12 years of age or until they reach a height of 135 cm. Most Supplier/Principals can provide appropriate child seats free of charge, as long as they are requested by you at the time of booking. For children up to 19KG we suggest you request a ‘Baby Seat’ and for children over 19KG select a ‘Child Seat’.
Failure to request an appropriate child seat at the time of booking, or to bring your own child seat, will mean that the Supplier/Principal is unable to provide the transfer as booked, as they cannot legally transport the child without the correct seat. In these circumstances, you will not be eligible for a refund or any alternative transfer.
For the avoidance of doubt, we recommend that you bring your own child seat if one is required.
On certain transfer types (Coach, Scheduled Shuttles) where vehicles over 8 passenger seats are used, it may not be possible for the Supplier/Principal to provide child seats. Please be aware that where this is the case, it is not a legal requirement to use such a seat. If you would like to confirm in advance of travel whether a child seat can be provided, please contact us.
We request that you enter the age of any children travelling on the Reservation System when making a booking. Please be aware that entering the age of a child is not a request for a child seat for them, this is only done by specifically requesting a child seat when making your booking. If you enter the age of a child but do not request a child seat as well, we will assume that you are bringing your own child seat with you.
Child Pricing
All children and infants count towards the occupancy of the vehicle, regardless of age and thus should be included in the total number of passengers at the time of booking. We can provide child seats free of charge if specified on the booking form, but where possible we recommend that you bring your own.
Baggage allowance and declaration
All baggage must be clearly labelled with the owner’s name and the destination address. Each passenger named on the written confirmation is entitled to have carried with him on the relevant transfers up to two items of baggage, i.e. one suitcase which should not exceed 70cm x 40cm x 20cm and one piece of hand luggage. Carriage of any baggage exceeding these measurements will be subject to available baggage hold space and may be declined.
If a passenger requires carriage of baggage in excess of this allowance (e.g. suitcases exceeding the maximum permitted size, skis, golf clubs, snowboards, bikes in bike boxes or bags, wheelchairs/scooters etc) we must be informed at the time of booking. Ski or snowboard bags should not exceed 190cm in length, the maximum size for bikes (when packed in a bag or box) is a length of 160cm, height of 100cm and width of 40cm and for golf clubs is a length of 155cm, height of 40cm and width of 40cm.
Supplier/Principals reserve the right to make a charge for excess or oversize baggage, which must be paid prior to transportation or to refuse carriage of the excess items if not agreed at the time of the booking.
Shared door-to-door transfers
All Shared Door-to-Door Transfers are operated using 8-seater minibuses. A Shared Door-to-Door Transfer means that at least two, but no more than three, independent customer groups will travel in the same vehicle.
Each group booked on a Shared Door-to-Door Transfer will receive an individual meet-and-greet service at the airport or at their hotel, and will be transported directly to their designated drop-off point, in the same manner as a Private Transfer.
Cancellations
A customer who has booked a Shared Door-to-Door Transfer may cancel their reservation free of charge at any time up to 15 days prior to the scheduled start time of the transfer by sending written notice to info@airport2alps.com. An administration fee of up to EUR 50 may be applied.
No-Show Policy
If the customer does not arrive at the scheduled start time of the transfer and has not provided written notice to info@airport2alps.com, a delay tolerance of 15 minutes applies. After this period, the reservation will be considered a no-show and no refund will be issued.
Airport Pick-Ups
For airport pick-ups, if the customer’s delay exceeds 1 hour—whether announced by the customer (e.g., waiting for luggage) or observable from airport information systems (e.g., flight delays)—the reservation will be considered a no-show and no refund will be issued.
If available, an alternative Shared Transfer or a Private Transfer will be offered at the next available time and at the applicable price.
Hotel Pick-Ups
For hotel pick-ups, regardless of whether a delay is announced, if the waiting time exceeds 15 minutes, the reservation will be considered a no-show and no refund will be issued.
Timing Adjustments
For Shared Door-to-Door Transfers, the pick-up time may be adjusted by up to 1 hour from the initially confirmed time without prior notice. For transfers from resorts to airports, any time adjustments will always ensure that you do not risk missing your scheduled flight.
Change to Private Transfer
If another group cancels their reservation, Airport2Alps reserves the right to convert the Shared Door-to-Door Transfer into a Private Transfer and to adjust the payment terms accordingly, by notifying the customer. If the customer does not agree to the revised terms, the reservation will be cancelled and the full amount paid will be refunded.
General
In all cases not specifically addressed in these Shared Door-to-Door Transfer Terms, the provisions of the general Terms & Conditions shall apply. In the event of any conflict between the general Terms & Conditions and the provisions stated here, the provisions in this section shall prevail.