FAQs

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 situation. In case of an emergency out of office hours (Mon-Fri, 9 am-6 pm), please call our emergency number +44(0)20 8246 5344

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.

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.

Our Administrative Charge is a non-refundable, per-person charge designed to offer flexibility should your plans change. It is not a deposit and is separate from the holiday package price, covering the upfront administrative and account management services required to plan your holiday. However, it is already factored into the total price, so you are not paying anything additional.

If you are unable to travel or need to change your plans, the Administrative Charge may be transferred to one future Powder Byrne holiday booking, provided this is arranged before your final balance due date. It is important to note that the charge cannot be applied toward, offset against, or reduce the balance of any holiday package.

If no transfer is arranged before the final balance deadline, the booking will be treated as cancelled, and the Administrative Charge will be forfeited.

The charge is strictly non-refundable under all circumstances and can only be used in connection with a future Powder Byrne booking in line with these terms. This structure allows us to offer flexibility while maintaining the planning and consistency required to deliver our holidays.

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 (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.

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.

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!).

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.

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.

Insurance

New ski rules:

• The main new rule for skiing in Italy is that helmets are now mandatory for everyone on the slopes, effective November 1, 2025
• Fines: Penalties for not wearing a helmet include fines up to €200 and/or a suspension of your lift pass for up to three days.
• Liability insurance: All winter sports participants must have third-party liability insurance. Check your travel insurance to ensure you have the correct coverage.
• Prohibited on lifts: Eating or drinking on ski lifts and in boarding areas is not allowed.
• Intoxication: Skiing while intoxicated can lead to fines up to €1,000 and ski pass revocation.

Other important rules

• Aid at accidents: You have a duty to assist at the scene of an accident.
• Off-piste safety: For off-piste skiing, you are required to carry safety equipment like an avalanche transceiver, shovel, and probe. Failure to do so can result in fines and lift pass confiscation.

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.

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

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.

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.

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.

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

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.

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.

As part of our ski guiding service, our ski managers will make lunch reservations for the group at the most appropriate restaurant based on the group’s ski ability. On days when there is no ski guiding service, it is advisable to make a family lunch reservation to avoid disappointment. Ski resorts operate stringent cancellation charges for mountain restaurants, which may be arranged for you, with your agreement, but are strictly your responsibility.

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.

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 of any requirements prior to travel.

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

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.

Powder Byrne children’s programmes are carefully structured by age and ability, with safety and each child’s development as our top priorities. We aim to place every child in the most suitable group available using our internal Powder Byrne ski rating system, which follows an internationally recognised framework.

Group allocation is subject to availability, including the number of instructors, staff, and spaces within each programme. We operate with maximum group sizes for safety and minimum numbers to support social interaction, enjoyment, and effective learning, while maintaining appropriate adult-to-child ratios.

As a result, we cannot guarantee a group for every individual ability level, as programmes are designed around ability ranges. Where a suitable group is not available, private instruction can be arranged at an additional cost.

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.

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.

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.

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 whitewater rafting.

• 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.

• 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 that some balcony balustrades are lower than the recommended height required in the UK.

• 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.

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

• 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.

• Safety requirements may differ overseas.
• Ensure cots and highchairs are sturdy and safe for use.

• 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.

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.

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.

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.

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 under 3 years are always provided with the appropriate baby or child seat. Due to logistical reasons, we are unable to provide booster seats for children 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.

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, for 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.

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.

In the interest of safety, Powder Byrne does not recommend that 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.

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 the 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.

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.