Frequently Asked Questions

I’ve forgotten my password

Click on this link and enter your email address.
Then, you will receive a password-reset email.
If the problem continues, please contact us at the following address:
contact@valdisere.ski.

Tip: the email address used belongs to the person who paid for and carried out the transaction on your previous order(s).

Edit my personal information

To edit your personal information, select “My Account” at the top right of the page.
On the dropdown menu on the left, select “My Account”.
Then select “My personal information”.
 

Edit my participants

To edit participants, select “My Account” at the top right of the page.
On the dropdown menu on the left, select “My participants”
Then edit your participants by clicking on ✎ on the right.

Add/edit my addresses

To add an address, select “My account” at the top right of the page.
On the dropdown menu on the left, select “My addresses”.
Select “Add an address”.

To edit an address, select “My Account” at the top right of the page.
On the dropdown menu on the left, select “My addresses”.
Select the address to edit and then click on “Edit address”.

What are the ski lift opening times?

See the ski lift timetables on the “Piste map” page.
You can also see the ski lift timetables and which lifts are running at any given time by downloading the Val d’Isère Ski app.

Timetables and sales outlet locations

See timetables and the locations of skipass sales and collection points on the “Our sales points” page.

How do I buy a skipass?

You can buy your skipass in advance online at www.valdisere.ski.

If you already have a skipass card, you can recharge it using the number on the back (see «Where can I find my skipass card number?»).

If you don’t have a skipass card, you can use the click and collect service to retrieve your order from one of our vending machines or sales outlets when you arrive in Val d’Isère. You will find our sales outlets at www.valdisere.ski/en/sales-points.

Can I loan/resell my skipass?

Skipasses are personalised and non-transferable; you cannot lend or sell your pass. If you wish to cancel your skipass, read the “My Orders > I want to cancel my order” section.

I’ve lost my skipass

Show proof of purchase at one of our sales points. We will block the lost pass and issue a new one for a €10 admin charge. See our list of sales points here: https://www.valdisere.ski/en/sales-points.

How do I recharge my skipass?

Find out how to recharge your skipass on the “How do I recharge my skipass?” page

Where do I find the short/long number?

The number is on the back of the card. There is a short one and a long one. You’ll find the 10-digit short number in the middle of the card in the following format: 111 222 333-4 or made up of 4 letters and 4 numbers in the following format: AAA-1111-A.

You’ll find the 23-digit long number on the left-hand-side in the following format: 11-2222 3333 4444 5555 6666-7.

To know which code to use, you need to find out how old your card is. The older cards were produced before 2022 and are often colour coded (red for adults, blue for children and yellow for free passes). If you have one of these cards, please use the long code to recharge your skipass.

The new skicards are easily recognisable: they are black with a white design. If you have one of these, please use the short code in the following format AAA-1111-A.

Is my rechargeable skicard still valid?

Skicards issued before 2022 are still valid; to recharge them, please use the long code.

Where can I get a rechargeable skicard?

Rechargeable skicards are available free of charge from all sales points and in a number of locations around the village: Tourist Office, bottom of the Laisinant chairlift, ESF French Ski School, Oxygène, etc. To see the full list of where to pick up a rechargeable skicard, visit this page : www.valdisere.ski/en/sales-points

Our tip: your rechargeable skicard can either be reused for your next purchase, or recycled by placing it in a recycling box at one of our sales points.

I don’t have my rechargeable skicard with me when purchasing

If you don’t have your skicard at the time of purchase, you can link it to your skipass later from your order in your customer account.
Once you have your card, go to My Orders, select the relevant order, then, in the Participants section, click on "Fill in a skipass number" to associate it with your skipass.

I have a problem with the skier age

The age of the skier is determined by his age on the first ski day. If you are not able to progress to the next stage, check that you have filled in his date of birth in the following format DD/MM/YYYY and that it corresponds to the chosen skipass/rate.

I cannot enter the names of my participants

If you have a problem entering the names of your participants, click on “My Account” at the top right of the page.
On the dropdown menu on the left, click on “My Account”.
Then click on “My personal information”.

How do I add a photo? Do I need to add a photo?

Only Season Pass holders and children under the age of 8 years are required to add a photo: when you are entering your participants’ details, click on the “+” button to upload a photo. If you don’t have a photo on your computer, you can take a photo on your phone and email it to us at contact@valdisere.ski.

What are the various payment methods?

You can pay for your purchase in different ways: by bank card (Carte Bleue, Visa, Mastercard, American Express), with digital vacation vouchers (ANCV Connect) or in 3 or 4 instalments from 250€ via Alma.

My payment hasn’t gone through

Take a screenshot, and email it to us at contact@valdisere.ski to check your order status.

I want to cancel my order

You can cancel your order free of charge up until the day before your first day of skiing.

If you wish to cancel your entire order and paid by credit card, simply log in to your customer account. Click on 'My Account' at the top right of the page, then from the menu on the left, click on 'My Orders'. Open the relevant order and click 'Cancel my order' at the bottom of the page. Your refund will be processed automatically to the credit card used within a few days.

If you want to cancel only part of your order or used a different payment method, please send us an email at contact@valdisere.ski, including your order number.

On the day itself, or after, we recommend contacting your insurance provider or submitting a claim.

I haven’t received my order confirmation

Email us at contact@valdisere.ski, stating your name.

I want to change the date of my first ski day

If you wish to change your ski dates, email us at contact@valdisere.ski with your name, order number and the new dates required.

I want to link a skicard I have to a skipass.

Once you have your skicard, go to My Orders, select the relevant order, then, in the Participants section, click on "Fill in a skipass number" to associate it with your skipass.

I want a receipt

Your order receipt is available from your order confirmation email or from the “My Account – my orders” area.

Where do I find my order?

You can find your order by selecting “My Account” at the top right of the page.
On the dropdown menu on the left, select “My orders”.

What are the different options and wait times for picking up my skipass?

To start skiing on the same day that you collect your pass, you can either recharge an existing skicard, or use “click and collect” to pick it up on site from a vending machine or sales point. Postal delivery is only available a minimum of 7 days before your first ski day for mainland France, and 15 days before for other countries.

I haven’t received all or part of my order

If your delivery has been lost, don’t worry! We can cancel the skipass issued and reissue your order. If your visit to Val d’Isère is approaching, you can pick up your skipass from one of our sales points to make sure that you have it in time. Email us on contact@valdisere.ski quoting your order number and name.

Remember to check that your order or part of your order is not being recharged because in that instance, we will not post a skicard to your home address. If you no longer have a skicard, you can contact us by telephone on +33 (0)4 79 06 32 32 or by email at contact@valdisere.ski.

I want to change my delivery method

To change your delivery method, contact us by telephone on +33 (0)4 79 06 32 32 or by email on contact@valdisere.ski.
Please note that delivery times vary depending on your chosen skipass collection method (See “What are the different options and wait times for picking up my skipass?”).

Where can I pick up my skipass?

Using our “click and collect” system, you can pick up your skipass from one of our sales points or from a vending machine in Val d’Isère. Check the list and opening times on this page: www.valdisere.ski/en/sales-points

Can I buy a Val d’Isère-only skipass?

Val d’Isère-only skipasses are only available for the following durations: 4 hours, full day and season.

Can I buy a 4 hours or a half-day ski pass ?

4 hours ski passes are only available on Val d'Isère area.

Half-day ski passes are only available for afternoon from 12.45pm on Tignes-Val d'Isère area.

To choose your duration (4 hours or halfday), visit the main valdisere.ski/en. Select the ski area of your choice and then your duration.

What are the terms and conditions for the 8 to 18-year-olds offer ?

This offer gives you a total discount of €300 from 6 to 15-day skipasses.

To benefit from this offer, you must purchase between 4 and 7 skipasses in a single transaction (same duration, 6-7 days+, bought at the same time) including at least 2 children aged between 8 and 18 years old, and 2 adults aged between 19 and 64 years old.

Which ski lifts can you access with a Pass Solaise?

The Pass Solaise provides access to the following ski lifts:

Which ski lifts can you access with a Pedestrian pass?

The Pedestrian Pass provides access to the following ski lifts:

Pedestrian Passes are available in durations of: one return journey, one full day, 6-days or season.

I’m under 8 years old, or 75 years and over; how do I get my free skipass?

You can order a free “Under 8s” skipass direct from our site www.valdisere.ski/en/. Select your product, click on “1 skier” at the first stage and add the child under the age of 8. A photo is required for children under the age of 8, which can be added when you enter your participants’ personal information.

Skiers 75 years of age and over can obtain their free skipass by showing valid ID at a sales point.

A €10 administration fee applies to season passes for under 8s and over 75s.

Please note, you may be asked to provide proof of age at any time by our team who will verify that your age matches that on your skipass.

What is included with the skipass?

Your skipass gives you access to the ski area you have selected as well as its facilities (slopeside restaurants, picnic halls, play areas, etc.)
If you have a Tignes - Val d’Isère 6 to 11-day skipass, it comes with 2 free swimming pool entries (offer not valid for free passes for under 8s and 75 years and over).
If you have a 12 to 15-day skipass, it comes with 4 free swimming pool entries during your skipass validity period (offer not valid for free passes for under 8s and 75 years and over).

Ski lessons are not included in your skipass. Insurance is a payable extra that you can add after selecting your skipass, or purchase from a sales point.

Is there a student rate?

There is no preferential rate for students. Rates are reduced for 8 to 18-year-olds.

How do I use my free swimming pool entry?

Enjoy two free swimming pool entries when you buy a 6 to 7-day skipass and four free swimming pool admissions when you buya 12 to 15-day skipass, to be used during your skipass validity period (offer not valid for free passes for under 8s and 75 years and over).

If you have a Tignes - Val d’Isère season skipass or an unlimited Val d’Isère season pass, you’re entitled to 6 free swimming pool entries during your skipass validity period. Show your (valid) skipass at the Val d’Isère Aquasports Centre to gain access (offer not valid for free season passes for under 8s and 75 years and over).

If you have recharged your skicard, please validate your skipass at a ski lift terminal before going to the swimming pool.

Is there a group rate?

Group rates are available for 20 people or more who wish to order the same skipass (date, duration and ski area). To benefit from our group rates, please email stvi.commercial@compagniedesalpes.fr.

What is Carré Neige insurance?

Carré Neige is insurance that covers you in the event of an accident on the ski runs or off-piste. Adding this option makes you eligible for reimbursement of the cost of your skipass and any rescue costs in the event of an accident (subject to conditions). For more information, visit: www.carreneige.com/en/.

I want to take out whole-season insurance

You have the option of taking out Carré Neige whole-season insurance when you buy your skipass online. It costs €49 for the 2024-2025 season and covers you in the event of an accident on the ski runs or off-piste. You can also choose Family whole-season insurance for 3 people or more. The latter is only available from sales points at a rate of €147.

I want to take out off-piste insurance

Carré Neige insurance covers you for off-piste skiing. See conditions on the site www.carreneige.com/en/.

What are the Sales Terms and Conditions

You can view our sales terms and conditions at: CGV - Valdisere.ski.

I want to cancel my order

You can cancel your order free of charge up until the day before your first day of skiing.

If you wish to cancel your entire order and paid by credit card, simply log in to your customer account. Click on 'My Account' at the top right of the page, then from the menu on the left, click on 'My Orders'. Open the relevant order and click 'Cancel my order' at the bottom of the page. Your refund will be processed automatically to the credit card used within a few days.

If you want to cancel only part of your order or used a different payment method, please send us an email at contact@valdisere.ski, including your order number.

On the day itself, or after, we recommend contacting your insurance provider or submitting a claim.

For any complaints and/or suggestions, please complete the form at the following address: www.ticketoski.fr/en/val-d-isere

Please contact customer services with any other question you may have on: contact@valdisere.ski or by telephone on +33 (0)4 79 06 32 32.