Had to cancel your holiday? Got injured? Terrible weather… or you just don’t feel like skiing anymore? We answer all your most frequent questions about cancelling and getting a refund on a ski pass bought with your Passe Montagne account!
The essentials in 30 seconds ⏱️
Your pass can be cancelled until 11:59 pm the day before your first day of skiing (except in Valmeinier).
Cancellations are made by phone or by email with our customer service, not from your account.
Refunds are credited to your Passe Montagne wallet, never to your bank account.
Injured on the slopes? Your insurer takes over.
Resort closed? We handle the claim with the resort (15 days to 1 month processing time).
1/ I got injured during my ski holiday and can’t ski anymore. How do I get a refund on my week pass?
First thing to do: report your accident to the insurer you chose for your ski trip. It may be the insurance offered by Passe Montagne, a Carré Neige type insurance, your bank card insurance, your personal accident cover, your home insurance, your health insurance…
Moment of truth: you’ll soon find out whether you really took the time to read all the cover and exclusions of your contract before signing 😉
Example: with the insurance offered by Passe Montagne
Our insurer refunds your day pass if the accident happens before 2 pm, on proof of an intervention by the local rescue service.
Our insurer refunds your pass on a pro rata basis for passes of two days or more.
👉 Read also: How to choose the right ski insurance (for 1 day, 1 week, 1 season)?
2/ I have to cancel my ski holiday… How do I cancel my pass and get a refund?
Bad luck! Nothing serious, we hope.
Ski passes bought with your Passe Montagne subscription can be cancelled and refunded until 11:59 pm the day before your first day of skiing (only exception: Valmeinier, which accepts neither cancellations nor refunds).
The refund is made as a credit to your online wallet, once our customer service has processed your cancellation request (no refund to your bank account).
📞 How to cancel?
Contact our customer service by phone on +33 4 56 64 99 77 (Monday to Friday, 9 am to 12:30 pm and 1:30 pm to 5 pm) or by email at info@passemontagne.fr, no later than 11:59 pm the day before your first day of skiing.
Outside opening hours, use email: the time the email is sent is what counts.
And that’s it! Our team takes care of everything, all you have to do is open your calendar and plan a new ski trip!
3/ Can I get a refund on my pass if the weather is bad?
It depends!
Case 1: the forecast looks bad before your trip
You check the weather before your trip and the forecast is really bad. You no longer feel like skiing and regret buying a pass?
Simply contact our customer service by phone or by email to cancel your order (no later than 11:59 pm the day before your first day of skiing, by email). The amount of your pass will be credited directly to your online wallet (available in your customer account with your usual login).
Case 2: you’re already there
The weather is acting up? Maybe there’s even a storm and the ski area is partly or fully closed. In that case, refund conditions depend on the terms and conditions of the resort’s lift company.
If the ski area is closed, contact us: we’ll send you a claim form to fill in, forward your request to the resort, then get back to you as soon as we have its answer. Allow 15 days to 1 month of processing, depending on the resort.
💡 Passe Montagne’s tip
If you’re unsure about the ski conditions, wait as long as possible before buying your pass. The price is the same whether you book two months ahead or on the day at the foot of the chairlift 😉
For once, procrastination pays off!
4/ I bought a pass for this weekend, but I don’t really feel like skiing anymore… Can I cancel it and get a refund?
Yes! Unless stated otherwise, you can cancel a ski pass bought with Passe Montagne until 11:59 pm the day before your first day of skiing, by phone or by email with our customer service. It will then be refunded as a credit to use before the end of the current ski season. Only exception: Valmeinier (no cancellations, no refunds).
To see where the refund will appear, you can already log in to your Passe Montagne account and look for the “My wallet” tab in the menu.
⚠️ Please note: refunds are never made by bank transfer. Before cancelling, ask yourself whether you’ll have the chance to ski later in the season. Already know you won’t be able to plan another ski day this winter? Maybe that’s a sign you should go skiing anyway!
What if you simply changed your plans?
Want to ski… but at another resort? Cancel your pass and use your wallet to buy another ski pass!
Want to ski… but your member friends aren’t available? There’s still time to convince friends who aren’t members yet! Signing up only takes a few minutes, and passes can be booked until the last minute. They can even buy it at the foot of the lift if they like 😉
One more tip for last-minute couch potatoes: buy your pass at the last moment, once you’ve arrived at the resort! The price is exactly the same whether you buy it a month ahead or on the day.
5/ What is the procedure to cancel and get a refund on a ski pass?
Cancel your pass in 3 steps
1
Contact us
By phone on +33 4 56 64 99 77 (Monday to Friday, 9 am to 12:30 pm and 1:30 pm to 5 pm) or by email at info@passemontagne.fr, no later than 11:59 pm the day before your first day of skiing. By email, the sending time is what counts: handy outside opening hours!
2
Tell us which pass to cancel
Give us your order number, the resort, the date and the skier’s name. Our team cancels the pass and credits the amount to your wallet.
3
Check your wallet
Log in to your Passe Montagne account, click “My wallet” in the menu and find the cancelled pass in the list of credits.
⚠️ Please note: Valmeinier passes are non-refundable (the only exception to the rule).
Good to know
Your wallet balance includes credits (= passes you cancelled and asked to be refunded + any gift cards) and debits (= wallet money you used to buy a pass).
The wallet can only be used during the current ski season (no carry-over to the next season, unless stated otherwise).
6/ I asked for a refund on my pass but haven’t received any money in my bank account. Is that normal?
Don’t panic, that’s normal! Your refund doesn’t appear in your bank account but in your Passe Montagne account, as wallet credit. Log in with your usual details, then click “My wallet” in the menu. You should see the amount in the list.
7/ How do I use the wallet credit I received after cancelling my pass?
Your wallet can only be used to pay for ski passes online on the Passe Montagne website.
To use it, log in to your account, then add the ski pass(es) you want to your basket. Click on your basket to see your order summary. Two possible cases:
Your basket costs less than your wallet balance
You can pay for your whole order with your wallet, and your wallet balance will stay positive. You can use it again for your next ski pass purchase.
Your basket costs more than your wallet balance
Simply pay the difference with your usual payment method (bank card, American Express, Apple Pay, Google Pay or Chèques-Vacances Connect).
Good to know
You don’t have to use your wallet to buy exactly the same pass as the one you were refunded for. For example, you can:
Buy a pass at another ski resort;
Buy several day passes instead of a week pass;
Buy children’s passes after being refunded for adult passes, etc.
And there you go! You now know everything about cancelling and getting a refund on a ski pass bought with Passe Montagne! Still have questions? Contact us via chat, email or phone and we’ll handle your request as quickly as possible.
Any questions?
Our customer service is available Monday to Friday, 9 am to 12:30 pm and 1:30 pm to 5 pm.
