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info@alpnavtransfers.com
0845 680 1208 (UK local call)
+33 450 84 00 51 (from Europe/international)

airport transfers
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Frequently Asked Questions

Booking transfers:

Are you a licenced and registered transfer company?

Yes. We have the European qualification/ diploma “CPC in International Passenger Transport” enabling us hold a French Transport Licence No. 2010/82/02002352. We also hold a SWISS Canton licence for each vehicle that we operate to allow us access to collect international guests from Geneva International airport and transport them in to France. Alp Nav Transfers is the trading name of Sarl Alpine Navigations, Siret No: 498 648 492.

What is the difference between a shared and a private transfer?

A Shared transfer is a cost effective solution for individuals and small groups of up to 8 guests travelling up to resort together. We group flight arrivals landing within 60 minutes of each other with the average wait being just 30 minutes. Likewise on return journeys we group bookings together that have similar flight departure times. This may mean that the minibus collects from more than one place in the resort prior to its departure.

What vehicles do you use and how many people do they seat?

We have a fleet of Renault Trafic minibuses which seat 8 passengers.

Our group is larger than 8 guests

If your group consist of more than 8 passengers then we can offer a combination of shared/private transfers. You will be offered both options on the online booking quotation. For example if your group has 13 guests then we would suggest a private transfer (which will depart the airport immediately with 8 guests) and a second ‘shared’ vehicle for the remaining 5 passengers. Please note that these 5 passengers will follow our normal ‘shared service’ rules and may have to wait up to 60 minutes for other passengers. Alternatively we can suggest 2 private minibuses which will depart the airport together immediately upon your arrival with 6 passengers in one vehicle and 7 on the other, both vehicles private to your group.

How long is the journey?

Les Gets – 1hr 10 mins
Morzine – 1hr 20 mins
Morzine - Prodains/St Jean D’aulps 1hr 30 mins
Avoriaz – 1hr 50 mins

These times are approximate and are based on normal driving conditions without adverse weather conditions or traffic. The winter Alpine weather means that for safety reasons your vehicle may have to use snow chains and the journey times will be longer than stated. We always put our passenger safety and comfort as our first priority. Please also bear in mind that on a shared service other passengers on your vehicle may be dropped off at their accommodation before you depending upon your accommodation address which will add to the journey time.

Do you provide Baby/Child seats?

Yes. We have a good selection of quality baby and child seats. We regularly renew our stock to ensure the comfort of your children. Please state clearly when booking which seats you require.

Do I have to book Online or can I speak to someone on the phone?

Of course! Our online booking facility enables our customers to book their transfers at a time to suit them but if you would prefer to speak to us then please call our office to enquire/make a reservation. We can still process your card payment through a secure online system and send you email confirmations etc. just as with our online system. If you are in the UK then please call us on 0845 680 1208. If you are in Europe then please call +33 (0)4 50 84 00 51 or +33 (0)6 73 43 46 91.

Do you need my exact accommodation address?

Please be as specific as possible about where you are staying in resort. The full address with road name and number helps us immensely and saves time. We know the resorts like the back of our hand but some private residences/chalets maybe new to Alp Nav drivers so please provide us with as much info as possible!

How much luggage can I bring?

Our vehicles have enough space for 1 suitcase and 1 boot bag per person along with hand luggage. We do have room for skis/boardbags also but would appreciate prior warning if for example all 8 passengers will be travelling with skis!

Payment

How do I pay for our transfers?

For all of our transfers we require payment in advance by card. We accept all of the major cards except AMEX. We can also accept payment by bank transfer but please not that your transfers will not be confirmed until we acknowledge receipt of the funds. In these circumstances please contact us by telephone and we will process your booking and forward you our French bank account details for your transfer.

Is your online payment secure and what cards do you accept?

We use Credit Agricole (the largest back in France) to process our card payments. To complete the booking process you will enter your card details directly into the bank’s webpage and not ours therefore we do not see or keep any card details.

Can I have a receipt for the transaction

Of course. As soon as your payment has been accepted you will receive an email notification of your booking with booking reference number and a payment receipt.

Can I pay in Cash?

No sorry we are unable to accept cash.

If I have to cancel can I have a refund?

Our refund system depends upon how close to your travel date you cancel. All bookings cancelled less than 48 hours prior to the transfer unfortunately will not receive a refund. Depending upon the reason for your cancellation your travel insurance policy may be able to cover the cost of cancelled travel. For cancellations longer than 48 hours in advance we will cancel your booking but this incurs a 25 euros administration charge. If your dates/times change longer than 48 hours in advance we will endeavour to reschedule your booking.

Delays: What happens if……

My flight is delayed and I have a ‘shared’ transfer booked?

If you are delayed then please let us know by sms message to +33 673 43 46 91 prior to your departure. Early warning on delays if really helpful to us for our planning and is much appreciated. We monitor all flights and rearrange our schedule to best accommodate all of our passengers but please be aware than if your flight is significantly delayed then your transfer may be rescheduled. This may for example mean that if you are due to travel with other party members off other flights then you may travel separately. We do however always endeavour to ensure than we maintain our shared transfer waiting times of a maximum of 60 minutes. On some occasions it may be necessary for us to work with chosen partner companies to transport you up to resort if circumstances our out of our control.

My flight is delayed and I have a ‘private’ transfer booked?

Quite simply your driver will wait for you and you will depart as soon as you come through in to the arrivals hall with your luggage.

I’ve arrived at Geneva – what now?

Where do I meet your driver?

The meeting point will be specified on your booking confirmation. Please ensure that you print your booking confirmation and take it with you when you travel.

How long will I wait?

Please refer to our shared/private service responses at the top of the FAQ’s section.

How do I contact Alp Nav in the event of a problem

In the event of any problems at all please call us on+33 673 43 46 91.

Other passengers on my shared transfer are delayed so do I have to wait?

Our shared rule waiting time of 60 minutes still applies so you will not wait over this time for delayed passengers. Those passengers who are delayed will be rescheduled on to another vehicle according to their arrival time.

What happens if my bags get lost in transit?

Please let us know as soon as you are aware that there is a problem. We are often waiting for passengers in the arrivals hall unaware of any problems. Please send us an sms to +33 673 43 46 91 so that other passengers on your shared service can be made aware of any delay. It may be necessary for us to reschedule your departure on to another vehicle if the process to reclaim your bags takes an undue amount of time but don’t worry we will still ensure that you get up to resort as soon as possible.

Can you bring my lost bags up later?

Sorry no. Geneva airport are responsible for the correct onward delivery of passengers bags and they will liaise directly with you for this.

The Journey:

Can we eat and drink in the minibus?

Sorry no. For the comfort of all passengers please refrain from eating in our vehicles. In accordance with International legislation, the consumption of alcohol is forbidden in vehicles and we would ask that our clients respect this. We do have the right to refuse our transport service to anyone under the influence of alcohol.

Can we collect keys from an agent in resort

Yes but please let us know in advance. If you are on a shared service then it may be necessary to drop one party member off to collect keys and the other clients and luggage at the accommodation if necessary.

Can we stop for shopping en route?

No sorry this is not possible due to our planning and scheduling. During the winter season the supermarkets are open in resort on Sundays.

Departures:

Can I choose what time I am collected for my return journey?

Your departure time from resort will be calculated by us according to your flight time, prevailing weather / trafic conditions and other collection points if you are on a shared service. If you wish to travel earlier for example to leave bags at the airport and go in to Geneva then please let us know so that we can plan for this in advance.

What time will you collect me prior to my flight departure?

We will issue a provisional departure time from resort at your time of booking and this will be confirmed my sms the night before our departure. Please ensure that the mobile number which you provided us with is turned on for this. If you have not received your pick-up time by 19.00 then please contact us on +33 673 43 46 91.We always aim to get our clients to Geneva with a 2 hour check-in as specified by the airlines therefore your departure time from resort will be approximately 3.5-5.0 hours before your flight time.

Please ensure that you are ready and waiting for your transfer to Geneva. For shared services our driver is only able to wait up to 5 minutes maximum and then will be obliged to leave without you to maintain his other pick-ups and schedule. If you miss your transfer then please call our office. We may be able to schedule you on to a later bus but this may be at an extra cost.

Our departure flight is delayed, can we travel to the airport later?

No sorry. Once our schedule for departures has been completed we cannot take you any later to reflect a flight delay. It is always advised by airlines that under these circumstances you are at the airport for your original departure check-in time to ensure that you are checked in correctly.

Can you collect our luggage earlier in the day before our transfer?

No sorry, we do not have the facilities to store luggage.

Where will be I dropped in Avoriaz?

All Avoriaz guests will be dropped off and collected from the Reception Centre. Avoriaz is a “car-free” resort. It is the responsibility of the client to ensure that they leave their accommodation in sufficient time to get to the reception centre for their pick up time. As a result of severe weather conditions we reserve the right to both drop off and pick up from the Prodains Cable Car.

Client responsibility:

To provide correct travel details:

It is the responsibility of the client to ensure that you provide us with correct information regarding your flights. If a client mistakenly provides us with the flight departure time and NOT the flight arrival time at Geneva then we will not be held responsible for any possible delays incurred in getting to resort. We will of course reschedule as best we can but if we are unable to offer a transfer at the rescheduled time then not refund will be available.

To provide accommodation details:

It is the responsibility of the client to provide us with correct address information. The more information we have the quicker and easier we can locate a property. Chalet names/number and road name is really critical and enables us to keep to schedule. This is particularly important on shared transfers when other clients on the minibus are waiting to be dropped off. If after 20 minutes of searching the address cannot be located then we reserve the right to drop clients at the Tourist Office with their luggage.

To obtain adequate travel insurance:

We recommend that all clients take out adequate travel insurance for their trip and to ensure that this covers any potential flight delays, cancellations or changes to scheduling that may affect their transfer booking.

Our responsibility:

Scheduling

We always aim to keep to schedule and pick up and drop off our clients within our estimated times. However, we also hope that our clients understand that occasionally forces beyond our control means that this is sometimes not possible and we will endeavour to minimise the delay to the best of our ability.

Circumstances below are examples but are not limited to:

Traffic accidents/delays
Unforeseen problems caused by other passengers/breakdowns
Civil unrest/industrial action
Damage to vehicles caused by a 3rd party
Severe Alpine weather conditions
Police/customs checks
Force Majeure

Partner companies:

We reserve the right to work with partner companies and to sub-contract passengers on to other transport companies. We choose our partner companies very carefully and ONLY work with fully licenced and insured registered transport businesses. This is often due to flight delays when our schedules are unable to accommodate huge changes and we work together to ensure that all clients leave the airport as soon as possible after arriving.

Vehicles

We will always ensure that our vehicles are roadworthy, clean and safe for passengers. We provide booster seats for all children less than 12 years of age (or 1.35m in height) and request that parents ensure their children sit on them. We kindly request that in compliance with French and Swiss laws ALL passengers wear a seatbelt for the duration of the journey.

Terms and Conditions