GENERAL FAQs

How do I know that my money is safe when I book through Powder Byrne?

We are a member of ABTA with membership no. V4890. As such, client holidays, which do not include flights, who are resident in the UK, are protected according to ABTA’s rules and we abide by ABTA’s Code of Conduct.  For a copy of the Guide to ABTA’s Scheme of Financial Protection please visit the ABTA website at www.abta.com. In relation to complaints please see Points 10 & 11. You should check the details on your invoice and itinerary carefully and contact us immediately if there are any discrepancies.  Failure to do this may incur extra charges.

We are regulated by the CAA and our ATOL number is 2763. We work with Protected Trust Services to provide financial security for flight only bookings and customer monies are held within the PTS Trust Account, which is managed by Protected Trust Services Ltd of 307-315 Holdenhurst Rd, Boscombe, Bournemouth BH8 8BX and its Trustees, chartered accountants – Elman Wall Ltd of 8th Floor, Becket House, 36 Old Jewry, London EC2R 8DD.

Irish Total Payment Protection (topp) Policy Cover: In compliance with The Package Holidays and Travel Trade Act 1995 in the Republic of Ireland, an insurance policy has been arranged with Travel & General Insurance Services Limited, to protect Republic of Ireland prepayments. In the unlikely event of our financial failurethis policy provides cover for travel packages sold by Us to clients who are resident from the Republic of Ireland. Paid in the respect for a refund of such prepayments if customers have not yet travelled, or making arrangements to enable the holiday to continue if customers have already travelled, or repatriation of customers as may be applicable, subject to the terms of the insurance policy. In the unlikely event of financial failure please contact t&g on 00 44 (0)207 065 5300 and a copy of the policy is available on request.This policy is provided by Travel & General Insurance Services Limited (t&g), registered number 02527363 and underwritten by Accelerant Insurance Europe SA UK Branch (Accelerant), an insurance company which is authorised and regulated by the Prudential Authority (Ref. 940712).

Who should I call in case a problem arises or there is an emergency?

If you encounter any issues on your holiday please get in touch with the manager of the hotel and a Powder Byrne representative in our staffed resorts or our London head office team in any other situations. In case of an emergency out of office hours (Mon-Fri, 9am-6pm) please call our emergency number +44(0)20 8246 5344

What medication/jabs will I need when travelling abroad?

If you are planning to travel to some of our further afield Air & Space destinations you may need to be vaccinated against some of the diseases found in other parts of the world. It is best to start thinking about vaccines at least 8 weeks before you are due to travel.  Some countries may require certificates for any mandatory injections. Please note that as a tour operator, we are not licensed to provide advice on vaccinations. Please contact your local doctor to find out more information.

Do I need to arrange travel insurance?

Yes, adequate travel insurance is a crucial element of every holiday and a condition of booking with us.

Your policy should cover you and your family at a minimum, for medical emergencies, holiday cancellations, delays and missing baggage. If you’re going skiing with us it is important to ensure that your policy has appropriate winter snow sports coverage and that it includes skiing off-piste as you can unwittingly go off-piste at any time.

We aren’t qualified to recommend any particular policy.

Where can I find essential information before travelling?

We strongly advise that you take time to read the FCO advice before you confirm your holiday, as well as paying particular attention to the advice from the Department of Health for information about vaccinations and medication you may need to arrange

For further information on visas, passports, health information and general travel advice please use one of the following links:

Foreign, Commonwealth & Development Office (www.gov.uk/foreign-travel-advice) for general advice on travelling abroad.

Department of Health (www.gov.uk/government/organisations/department-of-health-and-social-care) for information on health requirements and vaccinations.

The Passport Office (www.gov.uk/government/organisations/hm-passport-office) for information on UK passports.

Know Before You Go (https://travelaware.campaign.gov.uk/) for information from the UK government on staying safe and healthy abroad.

Carbon Footprint (www.carbonfootprint.com/calculator.aspx) for information on offsetting carbon emissions associated with your holiday.

BOOKING A SKI HOLIDAY FAQs

What’s the most family-friendly ski resort for my family?

All of our ski resorts are chosen for their family-friendly hotels, ski areas, facilities and transfer times. Speak with our Travel Consultants who will give you honey information tailored to your family needs.

When is the best time of year to book a ski holiday

We receive interest from skiers to secure their arrangements throughout the year and in some cases clients books their holiday plans more than 12 months in advance to ensure they get the particular accommodation they want. In our view, it’s never too early to start the conversation, allowing our Travel Consultants to recommend the widest choice of suitable options.

Booking last-minute restricts you to only those options that are left, as well as invariably higher prices for flights, so if you want to secure the best value we recommend booking your skiing before the end of the summer holidays as a rule of thumb. Of course, skiers not restricted to school holiday periods can leave it a little later if they want to see how the snow is looking, and we’ll be more than happy to provide sound advice on the best resorts and conditions for weekends and short breaks nearer the start of the season.

When is the right time to book your first family ski holiday?

It’s never too early with Powder Byrne. With our years of family travel experience, we have developed our children’s programmes for children from as young as 4 months in our award-winning pb crèche. The first experience is crucial though, and for those who are ready at 3 years to take their first tentative steps on the slopes, our carefully designed Yeti Primer programme gives them the ideal start. Over three decades it has been tried, tested and developed by our most demanding clients (the toddlers, of course!).

What if I’m a non-skier?

We have fantastic options for non-skiers in our exclusive Mountain Host programmes. This programme is dedicated to non-skiers to enjoy mountain adventures such as hiking, snowshoeing, sleigh rides, spa treatments and wine tasting. Our competent in-resort teams can organise lunch spots where you can meet up with our ski-guiding groups. Our client concierge team will be able to assist with all arrangements prior to and during your holiday.

When is the best time to go skiing?

The ski season operates from November to April in Europe (if the resort has a glacier this tends to be longer. The best time to visit depends on what you are looking for in a skiing experience and your availability. For the best snow conditions, visit in January or February as the resorts usually have a good covering of snow. For warmer temperatures and catching some rays, Easter is a great time to ski, and with our resorts being chosen for their high altitudes, snow conditions will still be good. That being said, there is something magical about experiencing the mountains over the festive period, with snow-dusted chalets, crackling fires and sensational mountainside food. For those with the flexibility to travel outside of the school holidays, you can expect shorter-lift queues and emptier slopes. There really is no bad time to ski, talk to our travel consultants for some advice on how we can book your best ski holiday.

FLIGHTS FAQs

I am flying on scheduled flights with the Swiss. When does online check-in open for my flight?

Online check-in opens on swiss.com 23 hours before departure.

What is the hold luggage allowance with Swiss?

If you are flying Economy class the allowance is 1 hold bag up to 23kg per person, including infants. If you are flying Business class the allowance is 2 hold bags up to 32kg per person, for infants in business only 1 hold bag up to 23kg.

I am flying on scheduled flights with British Airways. When does online check-in open for my flight?

Online check-in opens on ba.com 24 hours before departure.

What is the hold luggage allowance with British Airways?

If you are flying Economy class the allowance is 1 hold bag up to 23kg per person, including infants. If you are flying Business class the allowance is 2 hold bags up to 32kg per person, for infants in business only 1 hold bag up to 23kg.

 What should I do if I lose my bag?

If you lose your luggage, please make sure that this is reported to the lost luggage handler in the airport, before leaving baggage reclaim. Once this has been done, you should be issued with a report or case number. Once you have this please pass this on to a Powder Byrne member of staff, along with a description of your luggage. Powder Byrne will then organise the return of your bags directly with the airport handlers.

TRANSFERS FOR SERVICED RESORTS FAQs

What should I do when I land at the airport, will anyone be there to meet me?

If you have booked a road transfer through Powder Byrne, you will be greeted at the airport by either your taxi driver or one of our Powder Byrne resort staff members wearing our famous red ski jacket. If you have booked a train or are making your own arrangements and require any extra information on your arrival, please contact our Client Concierge team before travel. In both cases, you will be greeted on arrival into your chosen resort by a member of the Powder Byrne team.

What should I do if I can’t find my driver?

If you have booked your road transfer through Powder Byrne you should be greeted by your taxi driver with a name board or a Powder Byrne staff member wearing a red ski jacket. If you cannot locate either of these, please call your Resort Manager on the number provided in your itinerary.

 Will child seats be provided for my transfer?

Yes for all transfers Powder Byrne will provide the appropriate child seats for your transfer type.

Will there be enough space for my luggage?

Powder Byrne will ensure that a large enough vehicle is booked for your transfer including luggage. If you intend to bring large items of luggage such as skis or will have more than 1 hold bag per person, please let our Client Concierge team know pre-travel so that we can organise a larger vehicle.

ACCOMMODATION FAQs

What does the board basis “Half Board” mean?

Half Board means that guests are entitled to have breakfast and an evening meal within their hotel each day (the evening meal can be exchanged for lunch in certain hotels). The Half Board evening meal tends to be chosen from a set menu.

How do we get to and from the slopes if our hotel or apartment is not ski-in / ski-out?

In our staffed resorts, Powder Byrne offers an on-call shuttle service between the hotels and base lift stations. The only resort where shuttles are not possible is Zermatt as the village is “car-free”, so here local electric taxis are available to book.

POWDER BYRNE SKI PROGRAMME FAQs

Who can join Powder Byrne Ski Guiding?

Any Powder Byrne Adult Guest can join the complimentary Powder Byrne ski guiding service, as long as they are a Powder Byrne Level 3 skier, or above.  Level 3 = Competent blue run skier. Any 14-17 year olds, who are not joining our teen ski programmes, can join guiding as long as they ski with a parent or responsible adult ( a consent form needs to be signed by their parent or guardian)

Do I need to make lunch reservations prior to travel?

As a part of our ski guiding service our ski managers will make lunch reservations for the group; this will be at the most appropriate restaurant according to the ski ability of the group. For the days where there is no ski guiding service, then it is advisable to make a family lunch reservation to avoid disappointment.

Are helmets provided by Powder Byrne for my children?

All children booked into a Powder Byrne ski programme will receive a helmet, which will be in your room on arrival. Please note, children in the Yeti and Yeti Primer programmes are required to wear the red Powder Byrne helmet for safety and identification purposes.

Do I need to supervise my children at lunchtime?

All children booked into a Powder Byrne children’s programme will be supervised during lunch times. (The cost of lunch is included as part of the Yeti programme. For all other programmes lunch will be paid for locally).  All dietary requirements can be catered for. Please advise any requirements prior to travel.

What are the timings for the Powder Byrne children’s programmes?

Sign in is approximately 8.30am and sign out is at 4.00pm. (Exact sign in and out timings and location will be confirmed to you by our Powder Byrne resort team)

Will my children be taught by a qualified ski instructor?

All Powder Byrne children’s programmes will be taught by a qualified English speaking ski instructor. Our Yeti children will be in a group with a maximum of 8 children and will have a ski instructor and a Powder Byrne Yeti assistant on hand to help.

Do the Powder Byrne children’s programmes operate everyday?

The Powder Byrne children’s programmes operate 5 days a week and there will be a mid-week family day when there will be no children’s ski programmes operating. The only exception to this is the pb Crèche and Yeti Primer as the pb Crèche is open 6 days a week. On the family day, Yeti Primer children will be able to utilise the pb Crèche facilities but they will not have a ski lesson in the morning. Please note, Powder Byrne Crèche is available for children booked into pb Crèche and Yeti Primer.

STAY SAFE ADVICE

We want you to have a safe and enjoyable holiday and our properties and programmes are continually audited to ensure they adhere to necessary health & safety standards. Please remember that when you are in a foreign country you should exercise more care than you do at home. Part of the enjoyment of travelling abroad is experiencing a different way of life and culture, however, this may also mean experiencing different safety and hygiene standards than those found at home.

At Powder Byrne, we are continually working with our suppliers to ensure strict safety standards and we will do our best to ensure that your holiday is safe and trouble-free. We do ask that you take that little bit of extra care whilst you are away and would like to bring to your attention the following points.

Swimming Pool Safety:

• Familiarise yourself with the pool and its layout, including deep and shallow ends.
• Make note of the depth markings (not all pools have clear markings) and any hazards.
• Most pools overseas do not have lifeguards, so please take care.
• Not all pools have life-saving equipment
• Shower before entering the pool.
• Do not swim if suffering from an upset stomach.
• Observe pool rules and information signs at all times.
• Do not swim at night, even if the pool is lit.
• Do not swim immediately after a meal or when drinking alcohol.
• Pool surrounds can be slippery; don’t run around them.
• Please be aware that not all pools have “No Diving” signs, and some pools may have sudden depth changes.
• Never jump or dive from raised pool features.
• Children must be supervised at all times.
• It is compulsory for all children to wear armbands if they cannot confidently swim 25m. Armbands must be supplied by the parents.
• In the event of an emergency ensure you know how to raise help.
• Always read spa signs or check with hotel staff if no information is present, before use for appropriate information on age restrictions, use when pregnant and advice if suffering from medical conditions.

Cycling safety: 

If you or any of your party choose to participate in cycling activities during your holiday the availability of protective headgear can vary from destination to destination and therefore we cannot guarantee that headgear will be provided or will be to the same standard as those available in the UK. You are welcome to bring your headgear should you prefer.  NB For all children participating in cycling as part of our PB programmes helmets will be provided by our local supplier which meets the standard of EU safety regulations.

Horse Riding Safety: 

If you or any of your party choose to participate in horse riding activities during your holiday the availability of protective headgear can vary from destination to destination and therefore we cannot guarantee that headgear will be provided or will be to the same standard as those available in the UK. You are welcome to bring your headgear should you prefer. 

Watercraft Safety:

If you or any of your party choose to participate in watercraft activities please use the buoyancy aids and/or personal flotation devices when partaking in any waterborne activity. Safety helmets should also be worn when partaking in white water rafting.

Fire Safety:

• Ensure you know where your nearest fire exit is.
• Check the location of the nearest fire extinguisher.
• Study the fire instructions in your room.
• Identify how to raise the alarm if a fire occurs.
• Do not smoke in bed.
• If a fire occurs, leave immediately; do not stop to collect your effects.
• Proceed to an assembly point well away from the building.
• Do not collect any personal belongings and do not use the lift.

Balcony Safety:

• Never lean over, sit or climb on the balcony.
• Children should never be left on the balcony unsupervised.
• Do not climb or stand on balcony furniture.
• Keep all balcony furniture away from the wall/ railings.
• Please note some balcony balustrades are lower than the recommended height required in the UK.

Lift Safety:

• Children should never use the lift unaccompanied.
• Some lifts in Europe do not have any internal sides, so children could risk scraping their fingers on the shaft walls when the lift is moving. Children should be kept towards the middle of lifts such as these.
• No smoking in the lift.

General Resort Safety:

• Be careful on footpaths and steps when walking around the resort, especially with children  as not all have railings
• Children should be escorted at all times and take extra care when crossing roads.

Glass Safety:

• Glass doors and windows may not be toughened glass.
• Take care in bright sunlight, it may not be obvious that doors/windows are closed.
• Check to see if anti-collision stickers are in place at adult & child height.

Food Safety:

• To avoid the possibility of stomach upsets; make sure your food has been thoroughly cooked.
• Hot food should be hot, cold food should be cold.
• Avoid any uncooked food, except fruit and vegetables, (notably those you can peel or shell yourself).
• Always drink bottled water, and ensure the seal is intact.
• Where appropriate, avoid ice in drinks.

Cots & Highchair Safety:

• Safety requirements may differ overseas.

• Ensure cots and highchairs are sturdy and safe for use.

Personal Safety:

• Avoid walking in poorly lit areas when outside the hotel grounds.
• Be aware, and stay away from situations where you do not feel comfortable.
• Avoid carrying too much money and/or valuables.
• Ensure your room is left secure when you go out.
• Place all valuables in a safety deposit box, where available (use of these is often a condition of your insurance policy).
• Never leave windows or balcony doors open.
• Please ensure that children do not play with fixtures, fittings and electrical appliances in hotels.

In addition to the information provided, we recommend that you visit your government’s official Travel Advice websites which help Travellers make informed decisions about travelling abroad.

We strongly advise that you obtain a UK Global Health Insurance Card (GHIC). This card lets you get state healthcare in Europe at a reduced cost or sometimes for free.

The Skiers Code: 

Respect – Do not endanger others.

Control – Adapt the manner and speed of your skiing to your ability and to the general conditions of the mountain.

Choice of the route – The skier/snowboarder in front has priority – leave enough space.

Overtaking – Leave plenty of space when overtaking a slower skier/snowboarder.

Entering and starting – Look up and down the mountain each time before starting or entering a marked run.

Stopping – Only stop at the edge of the piste or where you can easily be seen.

Climbing – When climbing up or down, always keep to the side of the piste.

Signs – Obey all signs and markings – they are there for your safety.

Assistance – In case of accidents provide help and alert the rescue service.

Identification – All those involved in an accident, including witnesses, should exchange names and addresses.

Lost / Damaged Luggage:

In the event we are contacted concerning your luggage at any time, we will inform you and endeavour to assist in its return. If your luggage is damaged or fails to arrive at either your destination or home airport, please inform the relevant airline handling office at the airport and complete a Property Irregularity Report (PIR).  Failure to complete this form may result in your insurance company not reimbursing you if your luggage is “declared lost” by the airline.

Enhanced Security Checks on Electronic Devices:

Customers may be asked to turn on any electrical or battery-powered devices such as telephones, tablets, e-books and laptops in front of security teams and/or demonstrate the item’s functionality.  If, when asked to do so, you are unable to demonstrate that the device has power, the device will not be allowed to travel on your planned service.

Please do all you can to ensure that the items you bring with you are fully powered before you arrive at the airport.  Please do not bring any broken devices in your hand luggage to the airport as they will not be able to travel.

If you are flying as a transfer customer, especially those on long journeys, please make sure that you do not deplete power in the devices on the first part of your journey.  There will be very limited charging points at airports.

Customers are still able to use their electronic devices on board subject to the normal operating rules.

Car Seats:

Airport transfers – We always provide seat belts, baby seats, child seats and booster cushions in our minibuses for airport transfers.

Local transportation – For trips around the resort and the local area children of 3 years and under are always provided with the appropriate baby or child seat. Due to logistical reasons, we are unable to provide booster seats for children of 4 years and over, although adult seat belts will always be provided and our staff will ensure that the children wear them at all times. If you require your child to have a booster seat for local journeys then please bring the appropriate seat with you.

Childcare Teams and Safety Policies:

Nothing is more important to us than the safety of the children in our care, and for this reason, all Powder Byrne children’s programme staff are DBS checked or equivalent, in addition to our normal recruitment referencing procedure. Occasionally we recruit local staff to assist our teams in the resort, including babysitters, from whom it is not possible to obtain a DBS check.

In the interests of safety, and for the benefit of all the children in our programmes we reserve the right to ask a child to leave the programme if they are disruptive or refuse to follow the directions of our programme managers or instructors.

Medicine Forms:

If your child suffers from any allergies or requires any form of medication please inform our staff at the time of registration. For safety reasons Powder Byrne does not hold any medication in our facilities and parents are asked to provide all necessary medication required; this can be administered by our staff upon completion of a medicine form.

Baby listening devices:

In the interest of safety Powder Byrne does not recommend children be left unattended in hotel rooms at any time.  Baby listening devices may be available; however, they should not be relied on for your child’s safety.

Medical Emergencies in Resort:

Please contact a member of the Powder Byrne Resort staff as soon as possible, who will be able to assist with your emergency.  Local contact numbers for Powder Byrne staff will be given to you on your final itinerary.  Should there not be Powder Byrne staff in your chosen resort during your stay, your hotel reception will be able to provide details of emergency services and their contact numbers.

Treatment of our staff:

Powder Byrne does not tolerate any form of bullying or harrassment of our staff, both in the office environment and in our resorts. Our teams work tirelessly to ensure the highest quliaty of service to our clients and always endeavour to make guests, suppliers and locals happy.