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    FAQ Val d'Isère

    FAQ

    Answers to your questions on purchasing and topping up skipasses

    Choose your question theme

    • My
      account
    • Buying a skipass
      and skipasses
    • Recharging
      on line
    • Product info
      and insurance
    • Skipass
      personalisation
    • Vouchers
       
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    Covid-19

    I’ve forgotten my password / I can’t reset my password

    Click on this link: https://www.valdisere.ski/fr/resetting/request and you will be sent an email containing instructions on how to reset your password.

    If the problem continues, please contact us at the following address:

    contact@valdisere.ski

    Hint: the email address belongs to the person who paid for your previous transactions.

    How can I update my account details?

    Click on “My Account” in the top right of the screen or from the menu on the left hand of your mobile or tablet. You can update your contact details, add or edit your contacts, and add rechargeable card numbers.

    To remove a contact or a rechargeable card number, please email us at contact@valdisere.ski

    What are the options for buying a skipass?

    The illustration below shows the various options for buying a skipass.
    How to buy my Val d'Isère Skipass

    Can I buy a skipass for someone else?

    Yes, you can buy one or multiple skipasses or pedestrian lift passes valid for the 2020-2021 season for durations ranging from ½ a day to 15 days. You can select the duration and ski area on this page.

    Can I lend someone my skipass or resell it?

    Skipasses are personalised and non-transferable; that means it isn’t possible to lend or resell them. If you would like to cancel your skipass, see “My order: Modification, Cancellation, Refunds, Confirmation, Receipt.”

    I’ve lost my skipass

    Visit one of our sales points and show proof of purchase. We will block the lost skipass and provide you with a new skipass. The admin fee for a new card is 10€. See our list of salespoints here: https://www.valdisere.ski/en/points-de-vente

    How do I recharge my rechargeable card?

    Choose a skipass from the homepage and then log in or create an account. At the “skipass personalisation” stage, select that you already have a rechargeable card then enter the short number in the 111 222 333 2 format, or the long number in the 01-1614 1111 2222 3333 4444-5 format. Your recharged skipass will be valid as soon as payment has been made - you can start your ski day without going through the skipass desk.

    Tip: check that your skipass number is the same as the one on your order confirmation email.

    Rechargeable val d'isère skipass

    I can’t recharge my rechargeable card because it has expired

    Please contact us via email at contact@valdisere.ski or by telephone on +33 (0)4.79.06.32.32.

    I don’t have my rechargeable card with me, and I don’t know the number

    After logging into your account, at the “skipass personalisation” stage, select the surname and first name of each skier from the drop down menu, and then the card number below. If the number doesn’t appear or if you have changed your card mid-season, please email us on contact@valdisere.ski.

    Is my rechargeable card still valid?

    Rechargeable cards don’t have an expiry date. As long as your card is still in good condition, you can continue to use it. If it is no longer in good condition, you may request a new card at the time of purchase.

    I don’t have a card to recharge: what should I do?

    At the “skipass personalisation” stage, select that you don’t have a rechargeable card for one of the skiers: the skipass will be available to collect from a Val d’Isère sales point or can be sent by post free of charge. For the other skiers, select “I have a rechargeable card” and enter the number (short or long format) printed on the card.

    Can you buy a skipass just for the Val d’Isère ski area?

    The Val d’Isère skipass is only available for the duration of a single afternoon or one full day. If you would like to ski over several days, we recommend that you purchase a Val d’Isère + Tignes skipass, which gets progressively cheaper the longer the duration.

    Can I buy a half-day skipass?

    Half-day skipasses are only available for afternoons from 12.45pm in Val d’Isère only or Val d’Isère + Tignes. To select an afternoon pass, visit the valdisere.ski homepage. Click on the ski area of your choice. For “Duration”, select half-day. 

    How do you qualify for a Family Pass?

    With a Family Pass, everybody skis at the child rate. To take advantage of this offer, your group must be made up of a minimum of 4 people: 1 or 2 adults aged between 22 and 74, and 2 to 5 children aged between 5 and 17 (or 21 if students). The Family discount is applied to your order automatically when you enter the details of a family group skiing for the same duration, starting on the same day. Family Passes are available for 6 and 13-day durations. Please note, this offer is only valid for members of the same family.

    Which ski lifts are accessible with a Solaise Pass?

    A Solaise Pass provides access to the following ski lifts:

    - Solaise gondola lift

    - Datcha chair lift

    - Glacier chair lift

    - Madeleine chair lift

    - Rogoney chair lift

    - Legettaz ski tow

    - Pim Pam magic carpet

    - Poum magic carpet

    What is the Liberty Pass? Can I ski on non-consecutive days?

    A Liberty Pass lets you ski on non-consecutive days. That means you can take a break in your ski week, which is perfect in the event of bad weather or if you want to try a different activity. For example, with a 5 days out of 8 Liberty Pass, you can use your 5 ski days at any point during a period of 8 consecutive days.

    Liberty Passes are available for 5 and 6 days.

    Which ski lifts are accessible with a Pedestrian pass?

    A Pedestrian Pass provides access to the following ski lifts:

    - Solaise gondola lift

    - Fornet cable car

    - Vallon gondola lift

    - La Daille gondola lift

    - Olympique cable car

    - Funival funicular

    - Bellevarde chair lift

    - Pim Pam and Poum magic carpets

    Pedestrian Passes are available for one return journey, a whole day, 6 days or a whole season.

    I am under 5 or over 75, how do I get my free skipass?

    You can order a free “under 5s” skipass direct from www.valdisere.ski. Select your skipass, click on “1 skier” at the first stage and then add a child under the age of 5. Skiers over 75 can order their free skipass by visiting a sales point with valid ID showing their date of birth.

    Please note, you may be required to prove your age at any time by our team to ensure that it matches that on your skipass.

    What is included with a skipass?

    Your skipass gives you access to your chosen ski area as well as all of its facilities (slopeside restaurants, picnic rooms, play areas, etc.). If you have a 2 to 15-day Val d’Isère + Tignes ski area pass, you are also entitled to one free swimming pool admission during your skipass validity period.

    Ski lessons are not included with your skipass. You may add insurance as an additional charge after having selected your skipass online or buying from a sales point.

    How do I use my free swimming pool admission?

    If you have a 2 to 15-day Val d’Isère + Tignes skipass, you are entitled to one free swimming pool admission to use during your skipass validity period. All you have to do is show your skipass at the Val d’Isère Aquasports Centre to take advantage of this benefit.

    If you have recharged your card, please validate your skipass at a skipass dispenser before visiting the swimming pool.

    I want to ski for longer, how can I extend my skipass?

    If you have purchased a 6-day or longer skipass, you have the option of extending your skipass at a preferential rate for an additional 1 or 2 days (also valid for Family Pass holders). If you have purchased a 15-day skipass, you can extend it for as long as you like.

    These extensions are only available at our sales points, where you must show your original skipass.

    As a student, do I benefit from a special rate?

    There is no preferential student rate. However, those aged between 18 and 21 with valid student ID may be included as part of a Family Pass if they are accompanied by adults (to qualify for a Family Pass, groups must have a minimum of 4 people).

    Is there a group rate?

    Group rates are valid for groups of 20 people and over who wish to order the same skipass (date, duration, ski area and age bracket). You will be asked to provide proof of membership to an association or company. In order to benefit from our group rates, please email stvi.commercial@compagniedesalpes.fr

    What is Carré Neige?

    Carré Neige is insurance that covers you in the event of an accident on the ski runs or off-piste. Choosing this option means you will be eligible for skipass refunds and the cost of emergency services will be covered in the event of an accident (subject to conditions). For more information about insurance, visit: https://carreneige.com/en/

    I want to take out whole season insurance

    You have the option of taking out Carré Neige season insurance when you buy your season skipass online. It costs 42€ for the 2020-2021 season and covers you in the event of an accident on the ski runs or off-piste. You can also select Family season insurance for family groups of 3 and over. It is only available from sales points for a cost of 108€.

    I want to take out off-piste insurance

    Carré Neige insurance covers you for off-piste skiing. See the terms and conditions at https://carreneige.com/en/

    There’s a problem with the skier age

    A skier’s age is taken from their age on the first day of skiing. If you can’t move on to the next stage, check that you have provided the date of birth in the DD/MM/YYYY format and that it matches the skipass/price selected.

    I can’t enter the skier names

    If you have a problem entering skier names, go to “My Account”, “My Contacts” and enter the names before placing your order.

    The site is saying “this contact is already registered”

    That means that the skier is already linked to a different account. Contact the person in question to find out their username. If they don’t remember what it is, contact us by telephone on +33 (0)4 79 06 32 32 or by email at contact@valdisere.ski .

    How can I add a photo? Do I have to add a photo?

    Only Season Pass holders need to add a photo: click on the “+” button to upload the file. If you don’t have a photo saved on your computer, you can take a photo on your phone and email it to us at contact@valdisere.ski.

    How do vouchers work?

    The Valdi’z loyalty programme allows you to collect points with each order that can be exchanged for vouchers to use on future orders.

    For every 20€ I spend, my account is credited with 1 Valdi‘z point.

    Once you’ve reached 50 Valdi’z points, 1 Valdi’z = 1€.

    To receive a gift voucher, you first have to collect 50 Valdi’z, then you will then be given a 50 euro voucher to use during the current season. If you do not use the voucher, it will be converted into a promotional code that you can use the following season.

    How long is a voucher valid?

    When you pass the 50€ threshold, your voucher will be valid for the current season. If it is not used, it will be automatically converted into a promotional code valid for the next season. If you received your voucher via a sales promotion, it will be valid for both the current and the next season.

    I can’t use my voucher code

    In order to receive and use a voucher, you must first have reached the 50€ limit (See “How do vouchers work”).

    What are the various options for collecting my skipasses and how long do they take?

    To buy a skipass and start skiing on the same day, you can choose to recharge a card, or pick one up from a skipass dispenser or sales point using “click and collect.”. Postal delivery is only available a minimum of 7 days before the 1st ski day for mainland France and 15 days for overseas.

    I haven’t received my order or part of my order

    If our package went missing, don’t worry! We will cancel the skipasses and reprocess the order. If it is close to your Val d’Isère arrival date, you can pick up your skipasses from one of our sales points to make sure you receive them in time. Email us at contact@valdisere.ski quoting your order number and surname.

    Remember to check that your order or part of your order does not include a recharged card. If it does, we are not able to send the cards to your home address. If you no longer have the cards in question you can contact us by phone on +33 (0)4 79 06 32 32 or by email at contact@valdisere.ski.

    I want to change my delivery method

    To change delivery methods, contact us by telephone on +33 (0)4 79 06 32 32 or by email at contact@valdisere.ski.

    Please note, delivery times vary depending on the skipass collection method (See “What are the various options for picking up my skipasses and how long do they take?”)

    Where can I pick up my skipasses?

    With our “click and collect” system you can pick up your skipass from one of our salespoints or from a Val d’Isère skipass dispenser. Check the list and opening hours on this page: https://www.valdisere.ski/en/points-de-vente

    What are the sales points opening hours?

    You can see our opening hours on this page: https://www.valdisere.ski/en/points-de-vente

    My payment won’t go through

    Check that you’ve ticked the “I accept the sales terms and conditions” box. If the problem continues, take a screengrab and email it to us at contact@valdisere.ski to check the status of your order.

    Can I pay with Chèques Vacances ?

    You can only pay using chèque vacances at one of our sales points. Please note, we cannot give change from chèques vacances.

    My order didn’t go through

    Email us at contact@valdisere.ski to check the status of your order.

    I want to cancel my order

    You may cancel your order free of charge up to 2 days before your first ski day. Email us at contact@valdisere.ski with your order number. Within 48 hours of your arrival date, we recommend that you contact your insurer or make a claim.

    I haven’t received an order confirmation

    Email us at contact@valdisere.ski with your surname.

    I would like to change my skiing start date

    If you would like to modify your skiing start date, email contact@valdisere.ski with your surname, order number and the new date you wish to start skiing.

    I would like a receipt

    The receipt for your order is available in your confirmation email and in the “My Account – my orders” area.

    Can I be reimbursed for my skipass in the event of an accident or bad weather?

    To make a claim, visit https://ticketoski.fr/en/val-d-isere.

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