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Frequently Asked Questions

Get all the information you need to book.

COVID-19 FAQs

For more information, check out our COVID-19 response.

The answer is yes, we absolutely expect to see the resorts to be open for winter 21/22 - albeit with some COVID-19 related restrictions in place. We understand the uncertainties of Coronavirus make everyday life a little different at the moment, but there is still the opportunity to head into the mountains this upcoming season and hit the slopes.

As with summer holiday resorts, ski resorts across the world have been working extremely hard, adjusting their offerings, and making changes to their processes to make themselves a safe space for visitors during the Coronavirus pandemic.

At the moment we still have a little time before your holiday is due to depart, and so we would expect there to be several important changes to current travel advice. It’s important that you keep an eye out for any updates/emails from WhiteRoad about your trip as well, as we will do our best to keep you as informed as possible.  

Our dedicated WhiteRoad team will be doing everything possible to make sure your holiday in the mountains everything you expect it to be. Naturally, due to the constant changes and restrictions placed upon us due to COVID-19, there may be some changed aspects of your holiday to keep everyone safe. The resorts have already put in place safety measures that will help with this. However, wherever possible, we will let you know as soon as possible of any changes, and keep you up to date with any changes that have to be made.  

As it stands, standard cancellation charges would apply to any cancellation for the upcoming season, as per our normal terms and conditions. Please read our 20/21 Terms and Conditions for guidance on which cancellation window you would fall into at this time.  

When it comes to making the final call whether to go ahead with the trip or not, we always closely monitor and follow the advice issued by the Foreign & Commonwealth Office, Home Office, https://www.gov.uk/foreign-travel-advice/france and ABTA. 

If you have any questions or queries you can contact our Customer Service team who can let you know where we stand at the moment. We will always endeavor to let you know in plenty of time the status of your holiday, however, please take into account changes that can occur at the last minute.

Your holiday with WhiteRoad will be cancelled if the following events occur: 

  • If the Foreign, Commonwealth and Development Office (FCDO) advises against non-essential travel abroad
  • If the borders for the country you're travelling to are closed to UK arrivals. 

In these cases, you will be able to choose to either postpone your trip to a later date or receive a refund.

We invite you to check out our Terms and Conditions around this for additional detail. 

ABTA is the UK’s largest travel association, providing expert advice and assurances that when travelling with a travel provider who is an ABTA Member, you can expect them to be safe, reliable, and reassuring. 

As an ABTA member, all bookings with WhiteRoad are ABTA protected (including our Refund Credit Notes), so you can travel with the confidence that your monies and trip are financially protected throughout.  

When it comes to making the final call whether to go ahead with the trip or not, we always closely monitor and follow the advice issued by the Foreign & Commonwealth Office, Home Office, https://www.gov.uk/foreign-travel-advice/france and ABTA. If the advice from the FCO advises against all but essential travel to your destination, we will consider looking into alternative suitable destinations, or alternative suitable travel dates. We will let you know if we are considering these options.

We understand that flexibility is of huge importance to customers at the moment, and so we would to reassure you that our dedicated team is on hand at every step of the way to ensure that you have the confidence to book a trip with WhiteRoad. 

We are offering free name changes up until 42 days before your trip, so if you decide you can no longer make it you can transfer your booking free of charge! 

At the moment, standard cancellation charges would apply, as per our normal terms and conditions. Please read our 21/22 Terms and Conditions for further guidance.

Unfortunately, you will not be allowed to go on holiday if you have been advised to not travel due to a requirement to self-isolate. In these instances, please contact us as quickly as possible to let us know you will not be travelling. You will also need to contact your travel insurance.  

Book now, pay later! You don't need to pay your final balance until 42 days before your trip departure date, meaning you have lots of flexibility and can pay your balance in as many instalments as you wish. 

In order to plan your trip and make it the best it can possibly be, payments for bookings must be paid by the balance due date. Any non-payment of the full amount due to us or non-delivery of all the information that we need will result in your booking being deemed to have been canceled by you and your deposit forfeited and the appropriate cancellation charge applied.

Your holiday with WhiteRoad will be cancelled if the following events occur: 

  • If the Foreign, Commonwealth and Development Office (FCDO) advises against non-essential travel abroad
  • If the borders for the country you're travelling to are closed to UK arrivals. 

In these cases, you will be able to choose to either postpone your trip to a later date or receive a refund. 

We invite you to check out our Terms and Conditions around this for additional detail. 

Yes, it is a requirement to have travel insurance when you book a holiday with WhiteRoad.

Given the current climate, you might find it beneficial to make sure you check your insurance policy to see if it covers you in the event that there is an FCO travel ban. It’s worth noting that this is often a very specific exclusion clause and not something that is covered by a lot of policies. Please make sure you read your Policy inclusions and Exclusions very carefully. If you have any questions, please consult your insurance provider. 

If you have to cancel your trip, due to a reason relating to Covid-19, you firstly need to let WhiteRoad and your insurance provider know. We are able to assist you and provide the cancelation invoice that you will need in order to make a successful claim.  

We'd like to reassure you that, working in partnership with the resorts, accommodation providers, and ski suppliers, we will ensure you have all the relevant information regarding your safety in resort ahead of your departure. 

One of the likely major differences this year will be the implementation of social distancing measures resulting in the reduced capacity for holidaymakers in resort. Additionally, other measures such as contact-free check-ins and check-outs, mask rules, and more, will likely be implemented across resorts too. 

Our cancellation policies with regards to Covid-19 are currently as follows. 


Your holiday with WhiteRoad will be canceled if the following events occur: 

If the Foreign, Commonwealth, and Development Office (FCDO) advises against non-essential travel abroad

If the borders for the country you're traveling to are closed to UK arrivals. 

In these cases, you will be able to choose to either postpone your trip to a later date or receive a refund. 


If you are required to quarantine either on arrival or departure because you are not fully vaccinated, you will not be eligible for a refund. 


If you are required to quarantine on your return, you will not be eligible for a refund.


If a member of your group catches covid-19 prior to the trip and therefore is unable to travel, they will not be eligible for a refund, however, you will be eligible for a free name change. 


For all of the above eventualities, we recommend you have the appropriate insurance policy to cover you if necessary. Our team of experts is on hand to assist you with any claims that may need to be made. 


Please also note, that should the travel situation change and there is new advice from the FCDO, we will ensure to review all the guidance from the Government, FCDO, and our trade body, and update these policies accordingly so they are as flexible as possible for our customers. 

Foreign Travel Advice - France

Foreign Travel Advice - Returning to England

French Government - International Travel

French Government - Advice for Foreign Nationals in France

French Government - 'Health Pass'

Irish DFA - France

Irish DFA  - Advice on International Travel

To view the WhiteRoad Terms and Conditions, please click here

Policy Wording: WhiteRoad 21/22

Status Disclosure: Status Disclosure

IPID: Insurance Product Information

General FAQs

Typically, all our packages include 7 nights accommodation and a 6-day lift pass 

Please refer to your quote/booking for the specific inclusions. 


Please note, there may be additional charges in resort, for example, tourist tax or damage deposits. 


*packages purchased through the website are subject to availability 

We offer a whole range of accommodations from 2* - 5* which you can browse through on our website. Typically, all our packages include 7 nights accommodation, however, please refer to your specific quote/booking for its inclusions.

Keys are normally available from the residence's reception from 5pm onwards on the Saturday of your arrival; if you arrive early then you may need to look into luggage storage options. You will be sent all the relevant information regarding your accommodation and arrival at resort, ahead of your trip. 

Checkout can vary depending on resort, however, as an approximate estimate, we usually say around 10 am. These times are confirmed to you ahead of your trip

You will receive your departure documents and important booking vouchers approximately 5 - 10 days ahead of your trip

  • Coach travel from the airport:

Our shared coach transfers are ideal for those flying to Grenoble, Lyon and Geneva airports who require a low-cost transfer option.

  • Private transfers from the airport:

If you would like a private transfer for your group, we have the contacts to arrange this for you. Save time and get dropped off right outside your accommodation.

 Our team of specialists is on hand to source a quote for you from our trusted transfer company partners.

  • Coach travel from the UK direct to resort*:

We offer coach travel as a low-cost, low-hassle alternative to get to the Alps. It’s a weekly service from London to five of our top resorts in the French Alps. 

All transport is subject to availability and is only confirmed once our Transport team has confirmed it

Contact transport@whiteroad.co.uk for more information

There are many flight options to the alps. Flights generally take around 1.5 hours to any airport in the alps.

The low-cost airlines are the cheapest usually, however, BA and Aer Lingus do have good offers now and again.

Check ski carriage options: on EasyJet, any sized baggage up to 20kg can be booked on as luggage i.e. if you can fit all your stuff into a ski bag for the weight then there is no need to buy extra ski carriage.  This is not the case for all of them and some charge extortionate amounts for ski carriage. Some may have offers to include it at times.

The airports to fly to are: Geneva, Chambery, Lyon, and Grenoble (and Turin for Risoul)

Geneva has the largest options of flights available at different times but is the furthest airport from most resort except Avoriaz and Port du Soleil region.

You will need to get a transfer from the airport to resort.  There are many companies that operate transfers in the alps as well as public buses. At Geneva and Lyon there is a train station in the airport which will take you to any large interchange to get a bus up the mountain. Chat to our team at transport@whiteroad.co.uk for more information

Standard transfer time from an airport = 2-4hrs.

We hope you have found this helpful.  We are always open to feedback and if there is anything missing that you think would be helpful for us to include here, let us know and we will add it!

We advise that you have a mobile phone that works in France with you, especially if you are getting a transfer to resort as transfer companies will want to call you if there are any delays/changes. 

We know that some groups may all be travelling from different destinations, so through our booking page, each member of your group can select a transport option that suits them best, 

It's quicker than making a cup of tea! 

Register your email at booking.whiteroad.co.uk - this will create your WhiteRoad account. 

Head to 'Account home' and enter your group's bespoke booking code. This will give you access to your group's booking page, where each member can make their own booking and select the additional options that they want to book, eg, ski hire, ski lessons, transfers etc. 

All that's left to do is check you have everything you need and head to the check out! 

Now you are all set! 

In the meantime, get yourself in the mood by checking out our social media

You can pay your balance by heading to the booking portal.

All you have to do is then 'Login', and head to 'My Bookings'. From here, you will be able to see your trip. If you have an outstanding balance, it will display a 'Pay' button in green.

You can also edit your booking from this page too.

Once you have booked online, your balance is due 44 days before travel, and payments can be made online via your account.

If your balance is not paid by this deadline then we will contact you regarding payment. If you are having problems making your payment, please chat to one of our Customer Service Expert (using Live Chat) and we will be more than happy to help you.

You can make all changes through your online portal up until 21 days before your departure.

On the 21st day before the Departure Date, all package elements will be frozen and it will not be possible for you to make any changes except as provided for in condition 5 or condition 6.10

Name changes can only be made to a booking up until 22 days prior to departure. In order to make a name change, you and your friend first have to confirm the change in writing to customerservice@whiteroad.com.uk, following the guidelines. 


If your booking has been confirmed, all members of the group will need to create a WhiteRoad account and pay their deposit within 7 days. 

If you want to cancel your holiday, you must advise us immediately by sending us an email to the following address customerservice@whiteroad.co.uk. Verbal cancellations will not be accepted.

Please note, unless you receive a cancellation confirmation from our team, your booking is not canceled - please query this with the team if you are unsure 

6.2 If you cancel your holiday you will incur the charges set out below which are based on how many days before your Departure Date we receive your cancellation notice. These charges are a percentage of the Total Holiday Costs which do not include the charges and premiums referred to in condition 

6.3: Period before departure within which notice of Cancellation by you is received and the amount of cancellation charge 

45 days or more prior to departure - 25% total holiday cost, loss of deposit, or cost of cancellation fees incurred by us with our suppliers. Whichever is the greater value. 

44 to 28 days prior to departure - 70% of total holiday cost 

27 to 22 days prior to departure - 90% of total holiday cost 

Less than 22 days prior to departure - 100% of total holiday cost

Bronze Ski Hire

The bronze package is only available for ski hire. Bronze skis are perfect for beginners who have never skied before, or for people who want to take it easy because of previous injuries.

Bronze skis are usually a few seasons old but they have softer edges, which is great when you’re learning to ski or you’re travelling at slower speeds. 

 

Silver Ski Hire

Silver skis are good for people who have skied before. Silver level skiers are comfortable with faster speeds, sharp turns or breaks; using Bronze skis at these speeds could be unsafe.

Silver skis have usually seen less mountain time than bronze skis and so have retained more of their original strength. This means they’re more responsive and their edges are tuned to help grip the snow. Silver skis are usually all-mountain skis.

Once you begin to free-ride/freestyle, you’ll require gold level skis, but until then, Silver skis are perfect for what you need!

 

Gold Ski Hire

If you need Gold skis, you’re comfortable pushing the limits of piste-based skiing and are looking for something more flavourful: enter the focused-discipline gold skis!

With silver skis, the only type available was the all-mountain ski! The Gold package gives you freestyle advanced piste and off-piste skis.

Freestyle – a centre mounted twin tip ski, allowing for perfect swing weight. These are highly recommended for anyone looking to get into park skiing. Centre mounted skis do take some getting used to, so if you’re not looking to spend the whole week in the park, check out our other options…

Advanced Piste – the advanced pistes ski range is perfect for those looking for a stuffer ski to charge and really explore the mountain. Usually a directional twin with a narrow waist, these are perfect all over the mountain!

Off-piste – these are made for those looking to spend a bit more time of the groomed pistes. Normally a directional twin at 98+ underfoot with an early rocker.

 

Platinum Ski Hire

Our Platinum range is aimed at people who have their own equipment but may need something different to get them through the week. We have two types of ski available in this range:

Advanced off-piste – want to push it in the back country and glide knee-deep through the snow? These are the skis for you! Our Platinum skis are usually from the Rossignol series, so expect some of this season’s 98+ underfoot skis with boat loads of rocker!

Race – paid for race training but your park skis aren’t going to cut it? Make the most of our rental offer and take out a pair of our Platinum race skis! We use Head and Rossignol as our race selection so you won’t be left disappointed…

All Ski Hire includes poles. 

Silver Snowboard Hire

This is the lowest snowboard package we offer! Why? Because you progress so quickly on a board, by the end of the week a Bronze package just wouldn’t fit your needs!

The Silver package offers an all-mountain snowboard. Most boarders opt for these as they are so versatile; they are designed to work well in all snow conditions!

If you’re unsure about what you need or are just starting out, this is the perfect board for you!

 

Gold Snowboard Hire

For Gold Hire, we’d expect you to have been linking turns for at least one full week in resort. Still struggling to link? Check out Silver hire instead…

In our Gold package, there are two types of snowboard available:

Freestyle – these are only available with Gold hire! Freestyle boards are usually a little shorter in length and have a true-twin shape. If you’re a park rider, your board will be cambered (it has an upward curve in the middle). This allows more precise turns and is much more powerful on groomed terrain.

All-mountain – these are newer than the Silver boards on offer and so have seen less snow! All-mountain boards are flatter as they’re designed to work well on all terrains. If you’re unsure about where you’ll spend the most time, we suggest you opt for an all-mountain board!

 

Platinum Snowboard Hire

Platinum hire is designed for those with their own kit but fancy trying something different. We have two boards available in our Platinum package:

Freeride – these are designed for people who spend a lot of time off groomed runs. They typically have a stiffer flex and are longer than freestyle boards. Freeride often have a directional shape so perform optimally in one direction.

Powder – powder boards love the pow! Similar to freeride boards, powder boards have a slightly wider nose and a tapered, narrower tail. The bindings are often set a little further back on the board to help the rider float through the deep snow! Powder boards have a genourous rocker which also help you float through the pow!

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