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Top 5 Most Frequently Asked Questions
Do you have questions about our ski packages? Below are the answers to our customers’ most frequently asked questions.
Which ski pass should I choose for my profile?
Your choice mainly depends on the length of your stay and your rate category (age, family, group):
- Short stay (1 to a few days): day pass or multi-day pass (consecutive days).
- Long or recurring stay across the season: 10-day non-consecutive pass (usable throughout the season) or a Season pass if you ski regularly.
- Family (2 adults + children): Family pass, discounted and sold online only.
- Group of 3 or more: Group/Tribu pass, same online purchase conditions.
- Occasional weekend skiing: Saturday / Weekend promo, book before Thursday midnight for the best price.
- Regular skier all season: Season pass, with a decreasing rate depending on purchase date (Early Booking).
I'm a beginner skier, which pass do I need?
Every resort in the ski area offers a beginner pass, generally limited to green runs and certain lifts. For a first purchase, it’s recommended to ask directly at the point of sale of your starting resort: the beginner offer depends on the sector and is not systematically sold online.
What's the difference between a day pass, a stay pass, and a season pass?
| Type | Duration | Characteristics |
|---|---|---|
| Day | 1 dated day | Simplest option, highest price per day |
| Stay | 2 to 10 consecutive dated days |
Decreasing price per day; also available as a 10-day non-consecutive pass (usable throughout the season) |
| Season |
From the start to the end of the season (December 5 to April 25 for Alpe d’Huez, 2026/27 season) |
Decreasing price depending on purchase date: Early Booking (until October 1), pre-season (until November 20), full price afterward |
All dated passes (day and stay) are tied to specific days, consecutive unless otherwise stated (10-day pass). A day not skied during the pass validity is neither carried over nor refunded (except in cancellation cases covered by the terms and conditions, see question 6).
Are there discounted rates for children, seniors, or students?
Yes. Based on the rate table recorded on 2026-09-21 for the high season period (December 19, 2026 to April 9, 2027), using the adult 13-64 day pass at €68.00 as a reference:
| Profile | Age | 1-day rate |
|---|---|---|
| Child | 5-12 | €56.50 |
| Senior | 65-71 | €62.00 |
| Elder senior | 72 and over | €23.50 |
| Student | 13-25 | €56.50 |
For child passes under 5 and senior passes over 72 purchased online: a photo ID and proof of age are required, with a 48-hour validation delay.
How do I collect my pass after buying online?
Two options:
- Pickup at a kiosk (resort): available right up until the last minute before your first ski day.
- Home delivery: order must be placed at least 10 days before your first ski day.
After payment, you receive two emails: your invoice and an order confirmation with a unique number. If you forget your pass on-site, a free duplicate can be obtained at a point of sale by presenting your order number.
Can I exchange or get a refund in case of bad weather?
In principle, no: snow, wind, and cold are part of a mountain stay and do not entitle you to any credit, postponement, or refund.
One exception exists: a complete and continuous stoppage of lifts lasting more than half a day (more than 4 hours) may entitle you to compensation, under the conditions set out in the terms and conditions. In case of a storm, check directly at the ticket counters for forecasts and any measures in place.
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Can I pay with holiday vouchers (chèques-vacances)?
Yes, we accept holiday vouchers.
- Online: Chèques-Vacances Connect only. You can convert your Chèques-Vacances Classic into Chèques-Vacances Connect on the ANCV website
- At the ticket counter: Chèques-Vacances Classic only, no amount limit. We do not give change.
To order a Family Pass or a Group Pass with Chèques-Vacances Classic, fill in the corresponding order form and send it back to us:
- Order form: adding a skier (PDF, in French)
- Family Pack order form: Auris (PDF, in French)
- Family Pack order form: Espace Alpe d’Huez (PDF, in French)
- Family Pack order form: Oz / Vaujany (PDF, in French)
- Group Pack order form: Espace Alpe d’Huez (PDF, in French)
- Group Offer order form: Oz / Vaujany (PDF, in French)
Your order paid with Chèques-Vacances Classic must reach us at least 15 days before your first ski day.
Warning: if your children are taking ski lessons, contact the ski school before choosing the Family Pack or another formula. The two offers cannot be combined.
Can I pay with an American Express card?
Yes, American Express is accepted both at the ticket counter and online.
How do I pay in 3 interest-free instalments?
Instalment payment is only available on our website, for:
- season or annual passes;
- family passes.
Choose the “pay in 3 instalments” option at checkout, then complete the credit file. Payments are debited the month of purchase, then the following two months.
My payment was declined: why?
Three possible reasons:
- You did not enter your 3D Secure code in time: the payment was automatically cancelled.
- You did not receive a 3D Secure code: contact your bank to activate this free online payment security service.
- The amount exceeds your payment limit: ask your bank to raise it temporarily.
Our website uses the 3D Secure protocol: for every online purchase, your bank asks you to authenticate yourself to prevent fraud. The code must be entered within a limited time, for security reasons.
If the payment is still declined, contact our hotline at +33 (0)4 76 33 91 96.
Are there advantages to buying online?
Yes. Some passes are sold at a reduced price only on our website: Family Pass, Group Pass, Saturday Promo, and Spring Skiing. See our web exclusive offers Each formula has its own eligibility conditions.
I'm a beginner: do you have a suitable pass?
Yes, every resort in the ski area offers a beginner pass. For a first purchase, we recommend enquiring at the point of sale of your starting resort.
Which passes cannot be bought online?
As a rule, reduced-rate passes and pedestrian tickets are not sold on our website. However, you can buy online: passes with a promo code, certain pedestrian passes, and passes for under-5s and over-72s. For the latter, prepare a photo ID and proof of age to upload during purchase. Validation takes 48 hours.
What are the cross-country skiing rates?
See the rates on our cross-country skiing page. A pass is mandatory to ski on cross-country trails, even without using the ski lifts. This fee funds the upkeep of the Nordic area: grooming, signage and slope safety.
Can I buy a single undated ski day?
On our website, you’ll find a 10-day non-consecutive pass, valid for the whole season. To buy a single undated day, go to the ticket counters or contact us.
Do you offer a Handiski deal for people with disabilities?
Yes. See the rates on our Handiski page. To benefit from the reduced rate, go to a point of sale with your disability card (CMI), a photo ID and a passport photo (a selfie is enough). The price of the support card and insurance are not included in the pass price:
- €2 for the rechargeable card if you don’t already have one (a card from another resort is accepted if its number starts with 01-1614…);
- €3.50 per day for insurance.
Do residents get a preferential rate?
No. The French Court of Auditors (Cour des comptes) prohibits selling passes at a preferential rate to permanent or second-home residents: this would breach the principle of equal treatment of users of the public ski-lift service, and is punishable by sanctions. SATA Group does, however, offer season passes at a decreasing rate depending on the purchase date, as well as a proprietary programme giving access to benefits: discover the Landlords’ Club.
What are the deadlines to place an order?
- Reduced-rate passes:
- Family Pass, Group Pass and Spring Skiing: order or top-up at least 3 days before your first ski day.
- Saturday and weekend promo: order by Thursday midnight at the latest to get the best discount; after that, the price increases daily.
- Full-rate passes: no deadline. If you already have a skipass card (support card), you can top it up until the last minute.
What are the delivery deadlines?
- Home delivery: order at least 10 days before your first ski day.
- Kiosk pickup: until the last minute.
How do I know my order has been recorded?
After payment, you receive two emails:
- your invoice;
- an order confirmation with a unique number.
Can’t find them? Check your spam folder or log into your account: My account > History > Orders. If the order isn’t there, it wasn’t validated.
I want a pass for more than 10 consecutive days: how do I do it?
- First buy an individual, Family or Group pass for 10 consecutive days, online or at a point of sale.
- On your last ski day, after your last run, go to a point of sale with all your cards and ask to add 1 to 5 extra days.
Why do I have to wait 48 hours for passes for under-5s and over-72s?
That’s the time needed to validate your supporting documents.
What is ski insurance for?
Ski insurance is not mandatory, but is strongly recommended: in the event of an accident on the slopes, search, rescue and medical evacuation costs are chargeable. You can use your own insurance or subscribe to the one we offer, always available at purchase both online and at the ticket counter:
- day and stay passes: Assur’Glisse, €3.50 per day and per person;
- season and annual passes: Carte Neige, €85 per year and per person.
I didn't buy the Family Pack or Group Pack in time: what can I do?
You can still buy a family pass at the ticket counter, but at a less advantageous rate than online. The Group Pack is not sold at the ticket counter.
Is the rechargeable support card mandatory?
Yes. The skipass card (support card) holds your pass: without it, you cannot ski. Once purchased, it’s yours to keep and is non-refundable (it’s not a deposit). It can be reused from one year to the next and is topped up using the long number printed on it.
Do I need one card per person?
Yes, because each pass is a personal transport document.
Can I use a support card from another resort?
Yes, if its number starts with 01-1614…. Known exceptions: cards from Chamrousse and Alpe du Grand Serre are not accepted. Note: only compatibility between SATA Group cards is guaranteed. The Alpe d’Huez ski area is not responsible if a card from another ski area doesn’t work.
Can I top up several passes online onto the same card, on different dates?
Yes, under two conditions:
- each pass is dated;
- your card contains no season pass (including Aeon Flexipass cards) and no non-consecutive-day card currently valid.
Example: I load a day pass for January 15 and another for January 20, in the same order or in two separate orders.
I have a valid non-consecutive-day card: can I top up a dated promo (Saturday promo) onto it?
No. At the terminal, the dated promo won’t be recognised: only non-dated, non-consecutive days will be deducted.
Can I buy several passes on different dates without paying the €2 card fee each time?
Yes, in two steps: place a first order with the €2 card, wait to receive it to get its number, then order the following passes by topping up that card. If the timeframe is too short to do this, you will pay €2 per pass ordered.
Why do I get an error message when entering my skipass card number?
First, check three things:
- You are entering the complete long number printed on the card, starting with 01-1614….
- Your card is not from Chamrousse or Alpe du Grand Serre: those cards are not compatible.
- Your card does not already hold a season pass (including Aeon) or a valid non-dated day card: in that case, a new dated pass cannot be loaded onto it.
If the message persists, order with a new card (€2) or contact us with your card number.
I made a mistake on the first ski day, name, or date of birth.
- Before your arrival: contact our customer service with your order number and the changes needed. We will process your request as soon as possible.
- After your arrival: go directly to the ski-lift ticket counters.
I made a mistake on my support card number.
- Before your arrival: contact us with your order number and the correct card number.
- On site: go to a point of sale to get a free duplicate of your pass.
Can I cancel my order?
A ski pass is a non-cancellable, non-refundable transport document. Exception: for a day pass or a stay of consecutive days, cancellation with a full refund and no fees is possible if requested at least 7 days before your first ski day. Less than 7 days before, your request will be reviewed on a case-by-case basis with supporting documents: contact us with all relevant documents attached.
I mistakenly bought an Alpe d'Huez pass when I ski at Les 2 Alpes.
Contact us with the order number concerned and attach the invoice for the pass bought at Les 2 Alpes.
I bought a pass on skipass.alpedhuez.com even though it was already included in my Tomorrowland Winter package.
Do not use the pass bought on our website. Contact customer service with the order number and attach the invoice or Tomorrowland Winter ticket in your name.
I haven't received my order: what do I do?
Orders are sent by tracked mail. Contact us to get the tracking number and present it at your post office. Once on site, if tracking shows the mail was delivered to your home, we will issue free duplicates.
I no longer have the cards my passes were loaded onto.
- Before your arrival: place a new order with a correct card number (if you have another one) or by buying a new card. Then contact us specifying the order number to cancel and the one to keep.
- After your arrival: go directly to a point of sale to get a free duplicate.
Where are the terminals and points of sale?
Find the location and opening hours of our kiosks and points of sale on the opening hours page.
I forgot to take out ski insurance.
Don’t worry: you can add it at assuranceski.com. You’ll need the long number printed on the card (01-1614…). Note: the insured person must ski with the pass whose number was provided.
What documents should I keep in case of a problem?
- Purchase at the ticket counter: each pass is issued with a proof of sale (pass type, validity dates, unique number, any insurance). Keep it: it will be requested for any claim (loss, insurance, rescue). If you took out insurance, only this proof is valid.
- Online purchase: keep your order number and transaction summary. They will be requested in case of loss or malfunction, and in case of an accident if you took out insurance with the pass.
Can I lend or resell my pass?
No. The pass is personal: it cannot be transferred, passed on, or lent, whether free of charge or for payment. Any breach is considered fraud and may be punished with a fine of up to five times the price of an area day pass.
Can I extend my pass or start it a day earlier?
Yes: go to a point of sale with the relevant skipass card.
I forgot the passes ordered online.
Go to a point of sale with your order number: a duplicate will be issued free of charge.
I lost my pass: what do I do?
Go to a ticket counter with proof of purchase: a duplicate will be issued. This service is chargeable: €2 for a day pass, €8 for a stay pass, plus €2 for the support card if needed.
I'm injured and have to stop skiing: can I get a refund?
If you took out the insurance offered with your pass, you are covered for evacuation and reimbursement of unskied days, according to the insurer’s terms. Report the accident within 15 days on the Assur’Glisse website (link to be confirmed, see section 7). If you did not take it out, SATA Group does not refund unskied days. You can contact your own insurance providers (credit card, sports club licence…): we will provide the requested certificates.
I have to stop skiing before the end of my stay (illness, personal reasons).
No credit, postponement or refund is granted for accident, illness or any other personal reason (except a duly justified bereavement of a close relative), regardless of the pass duration. Look into available insurance options before your purchase.
The weather is bad, it's snowing, it's cold and I don't want to ski anymore: will I be compensated?
No. Snow, wind and cold are part of a mountain stay and do not prevent skiing. No credit, postponement or refund is granted in this case.
Not all lifts are open: am I entitled to a refund?
Only a complete and continuous stoppage of the ski lifts lasting more than half a day (more than 4 hours) can lead to compensation. The conditions are set out in article 6.2 c of our terms and conditions; the procedure is explained under “After your stay > Contact”. In the event of a storm, ask at the ticket counters: our staff will inform you of the weather forecast and any measures put in place.
From what age can a child go up in altitude?
There is no minimum age to go to the mountains. However, a ski lift causes a rapid change in altitude, which can cause ear discomfort. It is not advised to take a cable car or gondola before age 4. From age 4, unless there is a specific health issue, the child can access the high-altitude area without concern.
What special devices are allowed on the slopes?
Devices that have received an AVEL opinion from the STRMTG are allowed, notably:
- Snowscoot: a two independent-ski device, ridden standing up (Biboard, Insane Toys, Bike Board Snow, Blackmountain, Scoot’Daines, EVO-Snow, R2S, Myshape, SM, R Pure), with a mandatory leash. On a chairlift, you must board at the end of the seat and book 2 seats.
Not allowed on the ski area, even with an AVEL opinion: ski bikes (two independent skis, seated rider: Snowbike, Winter X Bike, VS Firem, ATSB, Sledgehammer, Kit Gigantic), Trikke Skki, SMX, Skirider, Three Planking, Cool Seven, Micro Snow Scooter, Yooner, Luge Crozon, Speedel Snow…
Can the weather make skiing dangerous?
When a lift or a run is open, safety conditions are met. Some phenomena (fog, wind, rain…) may however make skiing more difficult: adapt your practice, for example by slowing down or choosing easier runs than usual.
Can my dog ride the ski lifts?
Yes, within the area covered by your pass.
Are there free lifts for pedestrians in Alpe d'Huez?
Yes, some urban lifts are free to make it easier to get around the resort:
- the Télécentre;
- the Alpe Express;
- the Huez Express.
The weather is bad, it's snowing, it's cold and I don't want to ski anymore: will I be compensated?
Yes, on a leash, on certain lifts. The lift operator may refuse access if they judge the dog’s behaviour to be dangerous or a nuisance to other users.
How do I visit the ice cave?
All the information is on our activities in the ski area page. Opening hours: every day from 9 am to 4:45 pm, depending on snow conditions. If you have a valid ski pass, the ticket is on sale on site.
I bought my passes on skipass.alpedhuez.com: how do I get my invoice?
The confirmation email contains a link to download your invoice. It is also available in your customer area: My account > My history > Orders > Details > Invoice.
I bought my passes at the ticket counter: how do I get an invoice?
Ask the sales host at the time of purchase: we will send it to you. Please keep your proof of purchase.
I bought my passes online together with ESF+ ski lessons or with my stay: how do I get an invoice?
Contact us specifying the skier’s name and the passes’ validity dates.
After an accident, my insurance is asking me for a certificate of pass use.
Contact us specifying the name of the person concerned and the long number printed on their pass (01-1614… or 7133…).
After an accident, my insurance is asking me for a certificate of pass use.
Report your claim within 15 days of the accident, online on the Assur’Glisse website or by email to fr.assurglisse@wtwco.com.
The claim is handled by WTW Montagne, your contact until reimbursement. Attach all supporting documents: medical certificate, accident report, proof of purchase of the insurance (order summary or till receipt).
Unused pass days and ski lessons are reimbursed according to the insurer’s terms, up to the limit set in the contract. See the cover on our insurance page. Did you have a Carte Neige (season or annual pass)? Claims are made on the French Ski Federation website.
The lifts were closed for more than half a day: how do I claim compensation?
Only a complete and continuous stoppage of the ski lifts lasting more than 4 hours gives entitlement to compensation. You can choose between:
- an immediate extension of your pass;
- a credit note in euros, to be used before the end of the following winter season;
- a deferred refund: 100% of the average daily price per day of total stoppage, 50% for half a day.
Send your request within one month of the closure via our contact form, with your proof of purchase. Compensation is paid within 3 months of receipt of all documents. Not covered: return tickets, non-ski activities, season or annual passes, and passes bought from a seller other than SATA Group (see article 6.2 c of our terms and conditions).
I am not satisfied with the answer to my complaint: what can I do?
Any complaint must first be sent to us within one month of the event, via our contact form. If you are not satisfied with the answer, you can refer the matter free of charge to the Tourism and Travel Mediator (MTV Médiation Tourisme Voyage, BP 80 303, 75823 Paris Cedex 17, France).
I am not satisfied with the answer to my complaint: what can I do?
Write to us via our contact form or call the hotline on +33 (0)4 76 33 91 96.
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