Insurance - how do I make a claim?
To make a claim on the Off The Piste Insurance please phone:
Off the Piste Insurance: +44(0) 870 241 3070
Medical Assistance +44(0) 845 271 4472 (24hr)
Legal Expenses +44(0) 870 350 5716 (24hr)
For customers who are in a country that does not accept the above international phone number, they can call +44(0) 203 060 9671 (24hr)
Alternatively for non-medical emergencies the easiest way to submit a claim is online. Click here to notify us of a claim now
If you have any questions relating to claims please see our Claims FAQ’s by clicking here
Insurance - how to cancel
If when you receive your policy documents you find that the cover is not suitable for your needs, you can cancel your policy, providing you notify us within 14 days of receipt. We will refund your premium less a charge for the time you have been insured, provided you have not travelled or your policy has not been terminated following a claim, in which case no refund will be due.
You can cancel your policy by contacting Off the Piste on 0845 680 1503 or emailing info@offthepiste.com
Username and Password.
If you have forgotten your username and password, please email info@offthepiste.com with your booking reference number (found on your booking confirmation emails) and we will send you your log in details.
What time will the coaches be picking us up?
All passengers will receive an E-Ticket two weeks prior to departures, which includes confirmation of the departure times and exact pick up locations.
What time can we check into the residence?
The rooms are usually available no later 5pm. Should your group arrive early, we will always do our best to get the rooms earlier, but the time that the keys are ready will vary from week to week. Our reps or the reception will be able to instruct you where you can leave you luggage. While waiting for keys we will usually try and get anyone that needs it through ski hire.
Insurance - how to make a complaint
If you wish to make a complaint, in the first instance, please contact the person you originally dealt with at Endsleigh. They will aim to resolve your complaint on the same day.
Alternatively you can contact them
By phone 08000 858698
Bby post Customer Liaison Department Endsleigh
Insurance Services Ltd.
Shurdington Road,
Cheltenham
GL51 4UE
You may at any time contact the Quality Manager at AXA Travel Insurance at the following address: Quality Manager, PO BOX 57325, London, E1W 1XX
email: customer.support@axa-travel-insurance.com
If we cannot settle your complaint, you have the right to ask the Financial Ombudsman Service to review your case. Contacting the Ombudsman will not affect your rights to take legal action against us
Is ski hire cheaper through Off The Piste or in resort?
Our prices online for ski hire tend to be considerably cheaper than the prices in the shops. We also use ski hire shops that are close to your residence, offer a great level of service, and stock a large amount of equipment to ensure that what ever your group size, everyone can be accommodated.
Why can’t I take my insurance option off?
Once you pay your deposit with OTP and select insurance as an option, you are insured and effectively have a contract with the insurance policy. Because you are insured from this moment, insurance is not something that can be removed or downgraded. This being said, as with all insurance you are legally entitled to a ’14 day cooling off period’, which means that with the first 14 days after you chose insurance as an option, you have the ability to cancel it. If you wish to do so, please email info@offthepiste.com with your booking reference number, explaining your request.
What are the cancellation charges?
If you cancel your holiday (either by doing so online, or by emailing info@offthepiste.com informing us that you would like to cancel) you will be liable for cancellation charges as per the table below:
Period before departure notification received
Amount of cancellation charge
More than 56 days
Deposit only
Between 56 and 29 days
60% of the holiday cost
Between 28 and 15 days
80% of the holiday cost
Less than 14 days
100% of the holiday cost
How do I do a name change?
To do a name change and receive a full refund (minus a £30 admin charge) you must email info@offthepiste.com with your booking reference number, the name of the person who would like to take your place. Please note this person must not already be booked onto the holiday. We will talk you through the procedures to follow, but will involve you cancelling your place, the new member booking onto the holiday as a new booking, and us getting in contact to refund you over the phone.
When I log on all I get is a blank screen?
The most common reason for this is that the user is logging in with an incorrect username and password. This is often because you have more than one account with us and are using a combination of different usernames and passwords. The first thing to do is email info@offthepiste.com to request your username and password, and confirm they are correct. If that is not the problem, you can try another computer in case it is something to do with your browser. We find that Mozilla Firefox has far less problems than internet explorer, so downloading this is another option. If none of these solutions work, please email or call us on 0845680150 to look into the problem further for you.
I can’t pay by the booking deadline, can I pay later?
If you have not paid your holiday balance by the deadline date, a £20 late fee will be added and we will contact you to over the forthcoming few days to see if you still wish to travel. If you do not get back to us, or are unable to travel then we will cancel your place and you may be entitled to a refund as per our cancellation charges.
What are communal damage costs in my deposit?
Your damage deposit, although primarily used to cover your apartment, also forms part of a global deposit for everyone on your trip. This means that the if the residence charge us for communal cleaning, damage or rubbish disposal caused by your group - the charges may come out of your groups deposits as a whole.
Should I buy my ski pass upgrade now or in resort?
It is much easier for you to buy your ski pass online, while booking your holiday. This means that you will be given the correct lift pass when you get to resort and will not have to worry about upgrading anything. This will usually save you a fair amount of money too!
How do I book equipment carriage for the coach?
This is simply an option on the Equipment page which you select. If you have booked equipment carriage for coach travel it will show up in the top right hand corner of your E-ticket. If you would like to add it to your booking you can call the office and purchase this, even after booking is closed.
How do I organise room allocations?
The system allows you to book you and your friends into a room, in order to do this you will need your friends booking reference number (This reference number is on your confirmation email(s) and can be viewed if you log into your online account and starts OTP000). You will be notified via email when the allocations are open. You must log in as normal to your account and click on the button saying 'room allocation', it will bring up the rooms that are available. Click on the room you want and enter the ref numbers of who you would like to share with. You need to at least half fill a room to book one (i.e. one person can't just put themselves into an empty room). Once a room is full it will disappear from the room allocation. WE RECOMMEND THAT ONE PERSON IN YOUR GROUP GETS ALL THE REFERENCE NUMBERS TOGETHER AND BOOKS YOU ALL IN AT THE SAME TIME. The booking form will be left online for 4 days within which time you need to get together with your friends and book into a room. After this point the room allocation will come off line and your group leaders will consolidate the rooms, this means if you have not filled a room you may be moved into another so we can create space. For example if we have 2 people in a 5 bed apartment and 3 people in another 5 bed apartment we may combine the two groups of people to form one 5 bed apartment and free up a 5 person apartment . We will always do our best to keep groups of friends together, however it is best if you can fully occupy rooms.
I want to be in a room next to my friends
BEING CLOSE TO FRIENDS: Each room is preceded by a four digit reference number. We will do our best to allocate you within the accommodation block and on the coaches along with people with adjacent room reference numbers BUT THERE IS NO GUARANTEE OF THIS. Please note if someone drops out of your room because they want to be with someone else, once they have given their reference number to the new room, they will be automatically removed from their original room as no one can double book onto the room lists.
Can I cancel one of my holiday options?
If it is before the booking deadline date you are able to log on and change most of these options yourself. Exceptions to this are your pick up location (for change, please email info@offthepiste.com) and insurance which cannot be cancelled (after 14 days of booking) If it is after the deadline there are limited options that are changeable, here you must call the office on 0845 6801503 to request any changes.
How do I get a refund?
You must call the office with your booking reference number and card details, and we can refund you over the phone. We do not issue cheques or bank transfers.
When will I get my deposit back?
You will receive your deposit 4-6 weeks after your return from your holiday. It will be automatically paid into your bank account once we have the funds back from the residence and have cleared up any charges made against your group. Once they have been refunded you will receive an email informing you that it has been paid, if there are any charges and what for. IF for any reason the refund fails, you will also be emailed requesting that you should call the office for a manual refund.
What is the luggage allowance for the coach?
One soft-shell bag and one piece of hand luggage will be permitted on the coach. You may purchase equipment hire on the booking system which will entitle you to bring one ski/board bag.
I have not received my confirmation email. Where is it?
This should have been emailed to the address you gave us at the time of booking. Sometimes email firewalls do not accept our automated messages, in this situation, or in the event of you providing us with an incorrect email address, please contact us on info@offthepiste.com or 0845 6801503 for us to look into your case.
Where can I be dropped off on the coach?
The coaches follow the same itinerary on the way home as they do on the way out. For the return journey you do not need to inform us where you want to get off, other than informing the drivers when you load the coach to come home. In some cases the drivers may agree to drop you at a stop different to that on the outbound journey; however this is not something that we can guarantee.
I have lost my passport. What shall I do?
If you lose your passport before the holiday, you need to try and get a new one before your holiday commences as you may be required to show it at Dover. If you chose to attend the holiday without a valid passport, and are stopped at customs, Off the Piste cannot be responsible for you if you are asked to leave the coach. The coach drivers are also unlikely to unload the coach to get you your suitcase back! If you lose your passport while on holiday, you will need to admit to this at customs in Calais on your return leg. The most common situation here is having to apply for a new one, which can be costly, especially if you later find it at the bottom of your suitcase when you get home!
I have booked lessons, what time do they start?
Your lesson times are usually shown in your E-ticket, which you will receive two weeks before your holiday. In the unlikely case that we cannot confirm them at the time of sending this, we will write ‘TBC with your rep in resort’. This means you will be informed when you get to resort by our rep, who will come to your room on the first night. The majority or our lessons run on the first morning at 10am, and then each afternoon after that, depending on how many days you have booked them for.
How do I get merchandise for my trip?
Most merchandise is organised through your committee/group leader/Snowsports club and is distributed in the UK at times allocated by them, or on the coach on the way to resort. For any merchandise questions, please contact your group leaders, unless they deem it a question that it relevant for us.
I am taking a pair of skis and a snowboard. What do I do?
You must fit these in the same equipment bag, as the coaches only have limited space. We encourage people to share equipment bags, as this helps to increase the luggage space for other members.
Insurance - what is my policy number?
Essential insurance package (£200 excess) - SL91945146
Essential insurance package with excess waiver - SL91945013
Comprehensive insurance package (£200 excess) - SL91945047
Comprehensive insurance package with excess waiver - SL91945039
