The terms and conditions (‘booking conditions’) below, along with the general information detailed on our website, apply to all bookings made through Skitracer and will form the basis of your contract with Skitracer. Please read them carefully as they set out our respective rights and obligations. By asking us to confirm your booking, we are entitled to assume that you have had the opportunity to read and have read these terms and conditions and agree to them.
Except where otherwise stated, these booking conditions only apply to holiday arrangements which you book with us in the UK and which we agree to make, provide or perform (as applicable) as part of our contract with you. All reference in these booking conditions to ‘holiday’, ‘booking’, ‘contract’, ‘package’ or ‘arrangements’ mean such holiday arrangements unless otherwise stated.
In these terms and conditions, ‘you’ and ‘your’ means all persons named on the booking (including anyone who is added or substituted at a later date) or any of them, as the context requires and ‘lead passenger’ means the person who makes the booking and will be responsible for the booking from the time of booking to the point of return to the UK post-holiday. When travelling as a group, the ‘lead passenger’ may also be referred to as the ‘group leader’. ‘We’, ‘us’ and ‘our’ means Skitracer. ‘Them’ refers to the third party supplier.
BEFORE YOU BOOK YOUR HOLIDAY
1.1 Choosing Your Holiday
At Skitracer, we hope that your holiday will live up to your expectations so it is very important that you choose the right holiday for you. Our experienced Holiday Heroes are always happy to advise and give you their professional opinion. We want to ensure that the holiday you are committing to is also right for your specific needs so if you have any requirements that need passing on to the travel providers or if you require a level of assistance, please let us know at the time of booking.
1.2 Confirming Your Holiday
When you decide to confirm your holiday with Skitracer, bookings can only be made over the telephone with our Holiday Heroes. Please call us on 020 8600 1650 to book your holiday.
1.3 Hotel Gradings
Please be aware that the hotel gradings shown on Skitracer.com or quoted verbally or via e-mail from the Holiday Heroes are not official classifications but subjective and intended for guidance only, provided by our suppliers.
1.4 Passports, Visas and Health
Please check www.fco.gov.uk
for the latest passport, visa and health requirements applicable to British Citizens for the holidays we offer. Skitracer does our best to advise you of current passport, visa and health requirements but it is your responsibility to check for your own specific needs and to ensure that you have the most up to date information. Neither we nor the principal(s) or supplier(s) accept any responsibility if you cannot travel because you have not complied with any passport, visa (including ESTA) or immigration requirements. Due to strict airline rules, please inform us at the time of booking or at first opportunity if any members of your travelling party are pregnant. If you have any medical condition or disability which may affect your holiday, or any special requirements as a result of a medical condition or disability, please tell us before your confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking.
Skitracer are pleased to be able to offer various ‘experiences’ and activities, such as snowmobiling, which you can pre-book in the UK and pay prior to departure. These do not usually form part of your holiday package and Skitracer is not responsible for the provision of these experiences and activities. We only act as a booking agent for the principal or supplier. Your contract for these experiences and activities therefore will be with the local operator or tour operator which provides it and it does not form part of your contracted holiday arrangements with us. Skitracer accepts no liability for any breach of contract or negligent act or omission of any excursion/activity provider.
1.6 Local Festivals
Various events are organised in most towns throughout the season, and we therefore suggest that you thoroughly research your chosen area before booking should such an event be considered a disruption to your holiday.
When booking a holiday that includes meals, Skitracer will advise at the time of booking exactly which meals are included by your Tour Operator. In many cases, particularly in chalets, one night per 7 night holiday will not include a meal due to staff night(s) off.
1.8 Flight Seat Requests, Airlines and Aircrafts
Skitracer has no control over the allocation of seats made by your airline carrier and even if a request has been made with the airline to pre-book seats, no guarantee can be made that they will still be available on departure. We will advise you of the airline operating your flight at the time of booking – in most cases, these are charter flights, however should you prefer to fly on a scheduled airline or from a different departure airport, please let the Skitracer Holiday Heroes know prior to booking your holiday and we will endeavour to find a transportation option that matches your requirements.
1.9 Special Requests
Where a special request e.g. diet, room location, flight seat requests or allergy information etc. is an important factor in for your choice of holiday, you must advise us ideally before the time of booking if it is an important consideration in your choice of holiday. We are happy to pass your request on to the Tour Operator but cannot guarantee that it will be accommodated. The provision of any special request does not constitute a term of your contract with us or the operator of your holiday. Unless and until specifically confirmed by the Tour Operator operating your holiday, all special requests are subject to availability.
1.10 Group Transfers
The holidays featured through Skitracer include group transfers from airports/accommodation and vice versa unless otherwise stated on the appropriate pages of your documentation from the relevant Tour Operator. A group transfer is generally a shared transfer and the type of vehicle used will normally be dependent upon the size of the group, with stops being made en route to drop/off pick up other clients and therefore, the actual duration of your transfer will be dependent upon this and prevailing traffic conditions. Alternatively, in many destinations, you have the choice of upgrading to your own private transfer at an additional cost. Should you wish to book a private transfer instead, please let the Skitracer Holiday Heroes know at the time of booking so they can check if this is possible.
World weather is becoming more erratic and unpredictable and we cannot be held responsible for disruption to your holiday due to bad or unusual weather conditions.
1.12 Financial Protection
All the holidays we sell come with protection for your money as Skitracer is fully ABTA (J984X) and ATOL (2036) bonded. Depending on the nature of your holiday, you will be covered by either Skitracer or your third party supplier. Please see 2.1 for details of who will cover your holiday. If we, or the suppliers identified on your ATOL certificate, are unable to provide the services listed (or a suitable alternative) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. For more information on Financial Protection in the Travel Industry, please visit www.caa.co.uk/atol or www.abta.com.
BOOKING AND PAYING FOR YOUR HOLIDAY
2.1 Your Contract
Skitracer can act as an Agent or an Organiser due to our ABTA/ATOL Licences. The type of arrangements you book will decide if your contract is with us or another supplier of travel services.
2.1.1 Skitracer Acting as the Agent
If you book a package through us and that package has been supplied by a third party supplier, e.g. a Tour Operator, your contract and financial protection for that package will lie with them. In this instance the terms and conditions, or booking conditions, of the third party will form the basis of your contract with the third party concerned. At the time of booking, we will send a link to the location of or an actual copy of the third party’s terms and conditions. Skitracer is acting as an agent for that third party and we have no liability in relation to that package for the acts and omissions of the third party or any supplier or party connected with that packages. Please note our booking conditions below still apply although your contract is through a third party.
2.1.2 Travel Arrangements through Skitracer Acting as an Agent
Your contract for travel arrangements booked through us and supplied by a third party is with that supplier. The terms and conditions of this third party will form the basis of your contract. You will be sent a link to the location of or an actual copy of their booking conditions at the time of booking. It is important that you read these very carefully. Skitracer is acting as an agent for that third party and we have no liability in relation to the travel arrangements for the acts and omissions of the third party or any supplier connected to the travel arrangements. Please note our booking conditions below still apply although your contract is through a third party.
2.1.3 Our Liability to You
Where we act as an agent for a third party, your contract is with them and we accept no liability in relation to the holiday itself or for the acts and omission of the third party concerned. However, if we are found to have been at fault in relation to the service we provide as an agent of a third party (as opposed to the failings of service provided by the third party) our maximum liability to you is limited to the commission we earn or are due to earn in respect of the booking in question. We do not exclude or limit any liability for death or personal injury which arises as a result of our negligence or that of our employees whilst acting in the course of our employment.
2.2 Lead Passenger
In order to make a booking with Skitracer, we require a lead passenger to take responsibility for the booking. This person must be at least 18 years of age and authorised to make the booking on the basis of the booking conditions by all the people named in the booking. The lead passenger or group leader accepts and agrees to be bound by the conditions applicable to the booking. This person is also responsible for correct and timely payments for the booking.
2.5.1 Website Prices and Availability
The prices and availability you see on Skitracer.com come from a number of sources including automatic and manual price feeds. These are updated every 2-24 hours depending on the supplier. Therefore the price or availability you see may not be the most up to date availability. At peak dates holidays sell very very quickly so it is always important to call us. A number of our operators also only provide a guide price. For live availability and up to date pricing, please contact the Holiday Heroes. Where we act as an agent, we have no responsibility for errors in pricing or availability except where those errors were made by ourselves.
2.5.2 ‘From’ Prices
Skitracer displays a wide choice of ski holidays on Skitracer.com and therefore it is not possible to list every price on every day. A ‘from’ price is indicative of the lowest price available for the hotel or itinerary featured but this may vary depending on a number of factors such as your date of travel, choice of accommodation or UK departure airport. To help you in choosing a holiday which is tailor made by us to your requirements, please call our Holiday Heroes. We will be happy to provide you with an up to date quote.
2.5.3 Pricing Errors
Whilst we endeavour to ensure that the most up to date and correct prices are shown and quoted, there may be on occasion an incorrect price shown or quoted, due to an unfortunate error. When we become aware of any such error, we will endeavour to notify you at the time of booking (if we are then aware of the mistake) or within 7 days of the time of booking, or as soon as reasonably possible. We must reserve the right to cancel the booking if you do not wish to accept the price which is actually applicable to the holiday in which case, you will be given the choice to amend your booking to an alternative holiday, at the correct price.
2.6. Paying For Your Holiday
After your booking is taken and a deposit received (or full balance if within 12 weeks of departure), a receipt will be sent to you detailing the total cost due. Full payment on your holiday is due 12 weeks prior to departure, you will be informed of the date at the time of booking, and a reminder sent on this date. If we have not received full payment by this date, we reserve the right to treat your booking as cancelled by you which will incur cancellation charges.
2.6.1 Payments Made by Other Party Members
Skitracer requires payments to be made by the group leader, however we understand this may not always be possible. Payments by other members of the party may be made directly but are subject to a £5 admin fee per transaction and they must have confirmation of the amount owing from the group leader to avoid confusion.
2.6.2 Payment Types Accepted
Skitracer accept all major debit and credit cards. Please be aware that credit cards do incur a surcharge: Visa/Mastercard – 2% and Amex – 3%. Debit cards incur no surcharge.
It is important that you have insurance cover and that it is adequate and suitable for your particular needs. This is essential and a condition of booking for all Tour Operators. Please check that your policy covers for winter sports, alongside weather conditions, delays and hired equipment. Should you require medical or any other form of assistance whilst on holiday, your Travel Insurance should cover you for this – as winter sports are a dangerous activity, we recommend that you check that your Insurance has significant cover should you need to be escorted off the mountain. Please read your policy documents carefully and take them on holiday with you alongside with the contact details for assistance.
2.8 Travel Documentation
After booking, you will receive information from us regarding your travel documentation. Usually, unless stated otherwise, your holiday is not confirmed until you receive a booking confirmation and invoice from the third party supplier. The booking confirmation and invoice will include all the important information relevant to your holiday. We strongly recommend that you check all details carefully and read the information. It is your responsibility to check that all details on these documents are correct as soon as you receive them; failure to do so may result in charges from your Tour Operator. Once documents leave our offices, either by post or by e-mail, we will not be responsible for their loss unless such loss is due to our negligence.
2.8.1 Final Travel Arrangements
Your final holiday documents in the form of tickets or e-tickets are usually sent two weeks prior to departure. Should you have not received these within two weeks prior to departure, please call Skitracer. Please ensure that all your travel, passport, visa and insurance documents are in order and that you arrive in plenty of time for checking in at the airport. Please bear in mind any instructions on the documents issued, especially any instructions for picking up transfers during the course of your holiday.
CHANGES AND CANCELLATIONS
3.1 Changes or Additions to Your Holiday
If you want to change any part of your holiday arrangements after the invoice has been issued, we will do our best to make the change, but it may not be possible. Any request for changes must be made in writing by the lead passenger as soon as possible. As we acknowledge all change requests via e-mail, if you do not receive a response from Skitracer within 24 hours, please contact us again. There will be an amendment charge of £10 in addition to any charges levied by the supplier(s) where we are acting as an agent. Please bear in mind that with certain items such as ski carriage or ski hire, there are usually a limited number available per departure date and if not booked at the original time of booking, it may not be possible to add these. It is important to note that most airlines will also charge for changes and some will charge the full cost of your flight.
3.2 Transferring Bookings
If any person named on a booking is prevented from travelling as a result of any circumstance, we would require that you contact us in writing where we will then contact the third party supplier of your holiday. We cannot guarantee that they will accept a change in passenger name and if it is possible, this may result in an administration charge. Skitracer’s amendment charge of £10 in addition to any charges levied by the supplier(s) will also apply.
3.3 Cancelling Your Holiday
If you or anyone on your holiday booking decides to cancel the holiday, the lead passenger must notify us of the decision as soon as possible in writing. Your cancellation will be effective when it is received by Skitracer’s offices and acknowledged by way of return e-mail by us. Any cancellation that results in a reduced number of people travelling may result in a change in holiday costs and we or the Operator/Supplier, will recalculate the cost and re-invoice you accordingly. The cancellation charges that apply will be set out in your third party’s booking conditions. In addition, a £50 administration fee for each party member that has cancelled will be applied by Skitracer. We would recommend contact your Travel Insurance providers to check their terms of cover for holiday cancellations as you may be able to reclaim these costs through your travel insurance.
3.4 Changes or Cancellations by Third Party Suppliers
We hope and expect for our third party suppliers to be able to provide you with all the services confirmed at the time of booking, however as arrangements are planned a long time in advance of your holiday, on occasions changes do have to be made and we alongside the third party suppliers reserve the right to make them. Most of these changes are minor. Occasionally more significant changes are required. We will pass on any changes to your holiday or travel plans made known to us by the third party along with any compensation they may offer. As we act as an agent for these suppliers, we cannot accept any liability for third party changes or cancellations. This is also the case if changes of one third party arrangement of your holiday affect your ability to join another third party arrangement, regardless as to whether Skitracer has acted as the booking agent or not. At times flight times may be changed by the airline and a new confirmation/invoice reissued – please consider this your notice of a change. Should you receive a new booking confirmation or invoice at any point up to the departure of your holiday, we highly recommend that you read through all details in case of any minor changes.
3.5 Force Majeure
Force majeure are events completely beyond our control or the control of our suppliers that we or they could not, even with all due care, have foreseen or avoided. Except where otherwise expressly stated in our booking conditions, Skitracer cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by force majeure, or where you suffer any damage or loss as a result of force majeure. Such events may include, whether actual or threatened: war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, epidemics, fire and other situations which are outside of our or our suppliers control.
ON RETURN FROM YOUR HOLIDAY
Your feedback is really important to us. At the end of your holiday, we may contact you for feedback in the term of a questionnaire or an invitation to review the property you stayed at on our website Skitracer.com. We would like to know if you have had a great time or if you think something could be improved. We welcome all feedback via e-mail to email@example.com
4.2 If You Had a Problem
If a problem remains unresolved during your holiday, you should make a complaint in writing within 28 days of the completion of your holiday. Please remember to quote your holiday reference number and your contact details. As we act as an agent for third parties, we will provide assistance in resolving your complaint by passing this on to the Operator/Supplier in question as a gesture of goodwill and in our capacity as your agent. Regrettably we are unable to resolve complaints directly unless they are concerned with Skitracer’s service or business.