MorzineShuttle Terms and Conditions
General Information
MorzineShuttle.com is the trading name of Morzinelets LLP and Rhodos Hotel, a French company. All vehicles are covered by full comprehensive insurance and our international passenger transport licence is No: 2007/82/0000808.
The following terms and conditions apply to all customers booking with MorzineShuttle.com (from now on referred to as MS) so please take your time to read through them. Customers are required to accept these terms and conditions before a booking can be made. It is the responsibility of the customer to read, understand and accept the terms and conditions. When booking on behalf of a group, the leader is deemed to have accepted the terms and conditions on behalf of the whole group, all of whom are tied to the terms and conditions. If a customer does not accept the terms and conditions a booking cannot be made and the booking will be abandoned.
The Service
1: MS operates an airport transfer service between Geneva Airport and the resorts of Morzine, Les Gets, Avoriaz cable car (les Prodains), St Jean d‘Aulps (Town Hall) & Taninges Tourist Office. As MS only operates from and to the Swiss side of the airport, non EEC passport holders must make sure that they have a Swiss visa or transit visa in advance of travelling. Passengers will not be allowed to board the transfer vehicle if they do not have the correct visa. Please note that as reservations are non transferable and non refundable, no money can be paid in compensation.
2: MS runs a scheduled service according to the timetable that is published on the MS website. MS endeavours to stick to this timetable but reserves the right to make alterations to the published timetable at any time that is deemed necessary. In this event, reservations cannot be transferred or refunded and no compensation is payable.
3: Each transfer may have several drop-off and pick up points as transfers are shared with other passengers. The order of picking up and dropping off changes with each transfer as it is a door-to-door service provided the customer has given an address that is both traceable and accessible. Please note that inaccessibility can be caused by, but is not limited by, road and weather conditions, road works and restricted vehicle access such as narrow roads. A door-to-door service cannot be provided to pedestrianised areas. The drivers and management of MS decide what constitutes inaccessibility and untraceability and their decision is final. MS has the right to alter the pick up and drop off point if the address is inaccessible or untraceable. Drivers will endeavour to pick up and put down at the nearest possible point to the address given while being mindful of the safety of customers, employees and vehicles. If your drop off or pick up point is inaccessible or untraceable you will be notified initially on your order confirmation. If an event occurs, such as road works etc, MS will endeavour to contact customers by mobile phone with the details of a different pick up or drop off point.
4: A mobile telephone number that operates in the region is required so that MS can contact customers in the event of any changes to transfer arrangements. It is the responsibility of the customer to provide a correct telephone number and country code and to ensure that there will be a sufficient signal and battery power. Customers must also make sure the mobile is switched on. MS cannot be held responsible for any problems with transfers that have been caused due to being unable to communicate with customers because of issues connected with their telephones.
5: MS reserves the right to add a fuel surcharge per person should the cost of diesel exceed €1.30 per litre. If a surcharge becomes necessary then this will be clearly shown during the online booking process. If the booking is made and confirmed before the surcharge comes into operation, then no additional charge will be made.
6: MS may change any aspect of the Site or its content, including the availability of any shuttles, features, information, database, travel arrangements, pricing or content. If at short notice a scheduled transfer becomes unavailable due to unforeseen circumstances then MS reserves the right to provide you with an alternative transport of a similar standard without further reference to you.
Booking
1: Seats must be booked in advance and under a specific name. One lead person is nominated if there is a group travelling together and that lead name is not transferable to others. The lead person in effect is an agent for those travelling in the same group and accepts the terms and conditions on behalf of the others. All seats must be paid for in full at the time of booking.
2: Single or return reservations can be made online up to four hours before the departure time advertised on the timetable.
3: The following details are obligatory for making a booking; arrival and departure times at Geneva Airport, address for picking up and dropping off, payment details of a debit or credit card such as Visa, Mastercard or American Express. Please note that MS does not accept payment by Maestro cards.
4: When booking online it is the responsibility of the customer to ensure that they enter all the details carefully and correctly as once confirmed any alterations will be subject to an amendment fee (as listed below).
5: Customers must print off their order confirmation and bring it with them as it is their proof of purchase and contains important information regarding shuttle departures. MS reserves the right to refuse to transfer customers who cannot produce their order confirmation and cannot be responsible for any transfer problems cause by customers not bringing their confirmation with them. Please note that a confirmation displayed on I-phones, Blackberries or other portable devices will not be accepted and MS can not be held liable for any transfer problems as a result. MS cannot also be liable for any transfer problems caused by customers having limited internet and printer access that results in them not having their confirmation and instructions with them.
6: If the order confirmation is not displayed and you do not receive a email confirmation, do not book again as this may result in a duplicate booking that will be liable for cancellation and amendment fees. Instead customers should email info@morzineshuttle.com giving their name, the date and the time of the transfer that has been booked. MS will endeavour to reply within seven days and tell you what to do.
Customer Accounts
1: Each customer creates an account during the booking process that is protected by a password chosen and confirmed by the customer. If a customer forgets a password they can request a reminder.
2: The name and addresses of customers will be stored for use with any future bookings. Customers can make changes online and they do not need to contact the MS office by telephone.
Shuttle Transfers
1: For transfers from Geneva Airport the customer is responsible to select the appropriate transfer slot when booking online, paying attention to the time that may be needed to collect baggage, clear passport control and customs and get through the airport. Please note that the time taken to reach the arrivals hall can vary significantly during the day and during the season. Customers need to arrive at the shuttle departure meeting point 15 minutes before the scheduled departure time.
2: If a transfer is missed due to the customer allowing insufficient time to reach the shuttle departure point, the transfer will be required to be re-booked and subject to availability. Such a change will subject to the price of a full seat unless a FlexiTicket has been bought. If a customer has to make alternative transfer arrangements through not allowing sufficient time to reach the MS shuttle departure, their reservation is non transferable and non refundable. MS will not be liable for any additional travel costs.
3: For transfers to Geneva Airport it is the responsibility of the customer to select the appropriate pick up time when booking online to make sure they will arrive in time for checking in or to meet other travel arrangements. Please note that entering a flight number when booking displays available transfer departure times leaving the resort three hours or more before the departure time entered. This does not guarantee that the shuttle will arrive at that time. Although the transfer time is usually one hour and 15 minutes from when the shuttle leaves the resort, this can vary significantly due to traffic jams, road and weather situations and other conditions beyond the control of MS. MS will not be liable for additional travel costs incurred by customers if onward travel is affected due to insufficient time being allowed or the transfer time being extended due to circumstances beyond the control of MS.
4: More detailed information about the procedure for shuttle transfers is given below.
Private Transfers
If a Private Transfer has been booked with MS and the reserved transfer time is missed due to not allowing sufficient time to reach the shuttle departure point, the seat(s) reserved on that Private Transfer will be allocated to the next available transfer(s) at no extra cost. It is possible that the next available transfer may not be a private shuttle and the client(s) may be required to share with other passengers. In the event of a missed reserved transfer, places will be allocated on a seat by seat basis and MS cannot guarantee that all seats booked on the Private Transfer will be allocated to a one alternative transfer departure.
If a customer has to make alternative transfer arrangements through not allowing sufficient time to reach the MS shuttle departure, or in the event that the customer opts not to wait for the next available MS transfer, their reservation is non transferable and non refundable. MS will not be liable for any additional travel costs.
Pick up and drop off points
1: Transfers will take place between pick up and drop off points in Morzine, Les Gets, the Avoriaz cable car, Taninges Tourist Office and St Jean d’Aulps (Town Hall). Details must be given at the time of booking. Suitable points are given from the drop down list of accommodation. Customers can also give a generic point such as the town hall or a specific address. It is the responsibility of the customer to make sure the correct details are given including the name of the accommodation, the road number, the road name and the town. If the details are incorrect or incomplete then you may not be picked up. In these circumstances there will be no refund and MS will not be responsible for any compensation.
2: Customers must use the drop down list when booking a transfer online rather than the custom option if their accommodation is listed. Please note that the drop down list may have specific instructions such as – wait at the back entrance. If a customer customises an address that is already preloaded on the online booking system and this results in a failed transfer, the customer will be required to pay again if they wish to travel with MS. The original transfer will not be refunded and MS will not be liable for any additional travel costs as a result.
3: If when booking online an address is entered incorrectly, is incomplete or untraceable, MS reserves the right to change the pick up or drop off point and will endeavour to contact the customer about any change by 17:00 UK time the day before travel.
Travel Conditions
1: A specific number of seats are reserved for a specific day and time. These details can be amended up to 16:00 UK time on the day before travel subject to availability and amendment fees (listed below). After this time no changes can be made.
2: MS does not transport any pets or any other animals.
3: All customers must wear a seatbelt at all times. MS cannot be held liable for any injury caused by not wearing a seatbelt. Failure to wear a seatbelt will result in the customer concerned not being covered by MS insurance in the event of an accident.
4: A separate seat must be reserved and bought for all children. Children under a height of 1.35 meters must have an appropriate safety seat. MS can provide child seats if they are requested while booking. MS reserves the right to charge an additional €1 per child safety seat. For more details about children please see the separate section below.
5: No food or drink can be consumed in MS transfer vehicles. In the event that a customer soils the vehicle, an on the spot fine of €100 is payable. Indeed French passenger transport law does not allow alcohol to be consumed and alcohol is banned from being carried in the seating area. MS reserves the right to refuse to transfer any customer that appears to be under the influence of alcohol or any other banned substance. If such an event occurs the customer will not be transferred and will be responsible for their own travel arrangements to and from the airport. No refund will be made. Any unused seat is not transferable.
6: Under French law, no smoking is allowed in the vehicles.
7: MS will not tolerate any aggressive, abusive, threatening or rude behaviour or bad language towards staff or other customers. Such behaviour can result in your transfer being terminated and you will be responsible for making alternative arrangements. No refund will be given under these circumstances.
Baggage
1: Customers’ baggage is limited to one average sized suitcase/bag and one ski bag or ski board bag per person. It is the customer’s responsibility to indicate the number and type of bags to be transported.
2: MS will only carry baggage belonging to customers who have booked on a particular transfer. Customers are responsible for the contents of their own baggage.
3: Should you wish to transfer additional baggage you are required to purchase an extra seat. It is the responsibility of the customer to inform MS if they need to make arrangements for excess baggage but at short notice this may not always be possible. MS reserves the right to refuse to carry excess baggage if there is not enough space even if it has been notified in advance. In such an event, the customer is responsible for the transfer of excess baggage and MS cannot be held responsible for any extra cost.
4: MS will endeavour to load and transfer baggage safely. MS cannot be held liable for any damage caused to baggage at the time of loading, transfer or off loading.
Children
1: A separate seat must be booked for each child, regardless of age. If a customer fails to do this, the child can only be transferred if there is a spare seat available and on payment for the seat. If there is no seat available customers will be asked to re-book for another transfer, subject to availability. In this event the original booking is not refundable or transferable. If customers make their own arrangements MS cannot be responsible or liable for any additional costs.
2: Under European Union regulations children under the height of 1.35 meters must use a seat suitable for their size and age. It is the responsibility of the customer to book the correct seat in advance or provide one of their own. In general a child up to 10 kgs (about six to nine months) will require a rear facing baby seat, up to four years a child seat suitable for their size. Children from four year up to about 12 years, depending on height will need a booster seat suitable for raising them up to a position where the seatbelt crosses the correct part of their chest.
3: If a suitable seat is not booked or provided by the customer the child will not be transferred by MS until one is obtained. If this results in the customer missing the transfer, a new booking will need to be made, subject to availability and the original booking is not refundable or transferable. If the customer make other travel arrangements MS cannot be held liable for any additional costs.
4: Customers are responsible for fitting child safety seats that they have supplied and to make sure that they are fitted securely.
5: MS will only fit child safety seats supplied by MS. It is the responsibility of the customer to make sure that they are satisfied with the fit and if they are not they are responsible for fitting them themselves. If a customer is still not satisfied then they can refuse to travel on the shuttle and MS will refund the price of the seat and the customer will be responsible for making other travel arrangements. No other compensation will be payable.
Procedure from Geneva
1: On arrival, as you exit customs you will see the yellow Visitors Centre in front of you. Turn left and follow the signs for the train station. After approx. 200m you will arrive at some revolving doors. Go through these and turn left.
You are now in the Train Station. Carry on straight for approx. 300m, heading for Migros Supermarket.
You will find your driver standing to the right of the supermarket. They will be holding a whiteboard with MorzineShuttle on it.. All MS drivers wear a MS jacket and hold a MS white board with your name on it. Your designated driver will arrive at the meeting point 5 minutes before the scheduled departure time.
2: It is the responsibility of the customer to find the MS driver, as the driver cannot leave the meeting point to find people. Please be aware that the arrival hall can be very congested at peak times.
3: If a customer cannot find the MS driver, they should call the emergency number given in the booking confirmation details and make sure their mobile is switched on. Failure to follow these instructions could result in the customer missing the transfer. In this event, the transfer is not refundable or transferable. The customer can rebook, subject to availability and MS cannot be held liable for any additional travel costs should the customer have to make other arrangements.
4: MS will endeavour to leave the airport at the arranged time, however, MS reserves the right to alter the departure time according to operational needs. If such an event occurs bookings are not refundable or transferable and MS is not liable to pay compensation.
5: If a customer arrives at the meeting point and locates a driver for an earlier transfer than the one booked they can travel on that shuttle if seats are available at no extra cost.
6: MS will drive direct to the resorts and drivers will drive according to the road conditions, adhere to all appropriate laws and drive safely.
7: For insurance purposes MS drivers can only drop customers at the named drop off points that are shown on the booking confirmation and passenger list, subject to accessibility and traceability. To do otherwise would mean the driver going off route and therefore not being insured. Customers must not ask to be dropped off at any other location.
8: As already detailed above, changes to transfer booking cannot be made with the driver.
Procedure to Geneva
1: A 30 minute pick up window is given to all customers. This starts before the departure time selected and customers must, therefore, be ready from that time. For example, for an 07:30 departure time customers must be ready from 07:00. The MS driver can arrive at any time during this 30 minute window. Failure to be ready could result in the customer missing the transfer as drivers may not be able to wait. In this event the transfer is not refundable or transferable. If a customer still wants to travel a new booking will need to be made and if the customer chooses to make other travel arrangements MS cannot be liable for any additional costs.
2: Customers should be waiting in a visible and accessible position at the designated pick up point and according to any specific instructions given in the booking confirmation.
3: Customers should make themselves known to the MS driver by indicating their position. Failure to follow instructions could result in the driver being unable to locate the customer and in such an event transfers are not refundable or transferable. A customer missing the shuttle for these reasons will need to rebook and MS is not liable for any additional travel costs that might occur.
4: Please be aware that pick up points and drivers routes can vary with every departure so specific collection times cannot be given.
5: If the MS driver has not arrived at the end of the 30 minute pick up window customers should call the emergency number given on the booking confirmation to find out if there have been any delays.
6: All MS drivers will endeavour to leave the resort on time. However, MS reserves the right to alter the departure time according to operational needs and if circumstances beyond MS’s control dictate a change is necessary. In this event the transfer is not refundable or transferable and no compensation will be paid.
7: MS drivers will driver directly to the Swiss side of Geneva airport and endeavour to transport all customers safely by driving safely according to the road and weather conditions and within the current road safety laws.
8: Because of Swiss restrictions MS drivers can only drop customers at the Swiss side of Geneva airport at the departures point. If the driver did otherwise he would be off schedule and therefore not insured. Customers cannot ask the driver to drop them off at any other point.
Travel Delays
1: If a customer’s travel to Geneva airport is delayed to such an extent that they miss their transfer the customers should text the emergency number with their name, booking reference, number of passengers, flight number and estimated arrival time. Customers will need to rebook subject to availability and a charge of the full seat price will be payable unless a FlexiTicket has been bought. Please note that the next available transfer could be the following day and in this event MS will not be liable for any additional accommodation or travel costs. If a customer does not rebook, the customer will be responsible for making other travel arrangements and for any extra costs. The original booking is not refundable or transferable.
2: If a flight or train is cancelled then bookings are not refundable or transferable and if a customer has a new date and time of arrival a new booking is required. MS will not be liable for any additional costs that might occur. The MS booking confirmation can be used by customers seeking reimbursement from the travel company, airline or insurance.
3: If a flight is diverted to another airport MS cannot pick up and transfer and the booking is non refundable and non transferable. Customers should seek a reimbursement from the airline, travel company or insurance company using the MS booking confirmation as proof of booking. If a customer subsequently arrives at Geneva airport then booking conditions apply.
4: If a transfer is missed for other reasons, such as allowing insufficient time to get into the arrivals hall, missing a flight, connection or train, failing to follow instructions or any other reason, the booking is not refundable or transferable. A new booking is required. If customers then make other travel arrangements then MS cannot be liable for extra costs that may occur.
Payment
1: Payment is accepted through a secure server via a debit or credit card displaying the Visa, Mastercard or American Express symbol. Please note that MS does not accept payment by Maestro. The words ‘Rhodos Hotel’ will be shown on card statements. Should a customer subsequently query payment with their card company and money is refunded, MS will first seek to contact the customer for repayment and if a repayment is not forthcoming, then MS reserves the right to take legal action to recover the payment.
2: If a payment is refused the customer can try to rebook using different card details or abandon the booking. If payment is not accepted then the booking becomes null and void and the seats become available for re-sale.
3: Once payment has been accepted a confirmation will be displayed on the screen. A confirmation email will be sent to the email address entered and this is also the ticket for the shuttle transfer. If a customer does not receive a confirmation by email within 24 hours of making the booking then contact should be made with customer services by email at info@morzineshuttle.com and it is the responsibility of the customer to make sure that the email address server@morzinelets.com is allowed through any spam settings they may have.
Customer Amendments
1: To increase the number of seats a customer needs to make a new booking online. It is not possible to reduce the number of seats once a booking has been made.
2: If a customer does not travel their seat is subject to the cancellation terms outlined under the cancellation section. If a cancellation is part of an insurance claim the order confirmation note from MS acts as a proof of purchase.
3: Changes can be made to the date and time of transfer bookings, subject to availability, and will incur an amendment fee of €25 and an administration charge of €5.
4: Changes to the date of travel for the whole booking can be done by emailing the MS office up to four hours before the original departure time during office hours. After that no changes can be made. It is not possible to change part of the booking. In the event of a customer wanting to change one direction of travel, they need to cancel the booking and then make a new booking. The unused seat will be subject to MS’s cancellation terms.
5: Changes to the time of travel for the whole booking can be done by emailing the MS office up to four hours before the original departure time during office hours. After that no changes can be made. It is not possible to change part of the booking. In the event of a customer wanting to change one direction of travel, they need to cancel the booking and then make a new booking. The unused seat will be subject to MS’s cancellation terms.
6: Changes to the pick up and drop off points for the whole booking can be done by emailing the MS office up to four hours before the original departure time during office hours. After that no changes can be made. It is not possible to change part of the booking. In the event of a customer wanting to change one direction of travel, they need to cancel the booking and then make a new booking. The unused seat will be subject to MS’s cancellation terms.
7: Customers must not ask the MS driver to change a pick up or drop off point. MS drivers are instructed not to take messages or details that relate to booking changes. All changes must be made by the customer using the details given above.
8: It is not possible to change the amount and type of baggage once it has been booked. Should the details change significantly customers are asked to email or telephone the MS office by 16:00 UK time the day before travelling and quote their reference number, date and time of travel and changes required and MS will endeavour to mark this on the drivers’ instructions sheet. But MS cannot guarantee that this can be done and cannot be held liable for any problems experienced if the instruction sheet has not been amended.
9: Any increase to the amount of baggage will be subject to an excess charge already outlined in the baggage section.
10: It is not possible to change the number and type of child safety seats after booking. Customers should email or telephone the MS office by 16:00 UK time the day before travel and quote their reference number, date and time of travel and changes required and MS will endeavour to mark this on the drivers’ instructions sheet. But MS cannot guarantee that this can be done and cannot be held liable for any problems experienced if the instruction sheet has not been amended.
11: Should a travel provider change your travel arrangements, such as flight times, to such an extent that they affect your pre-booked transfer then as a customer of MS you will still be liable to the amendment and administration fees outlined above, regardless of when MS is notified of the changes. Customers should seek reimbursement from their travel provider or insurance company. Documents received from MS should be sufficient to prove that a pre-booked transfer has been affected.
MorzineShuttle Amendments
1: MS reserves the right to use another operator to carry out its transfers at no additional cost to the customer. This may result in a slight amendment to the departure times of which MS will endeavour to communicate to the customer by 18:00 UK time the day before travel. In this event, the transfer is non refundable and non transferable and compensation will not be paid.
2: MS reserves the right to make amendments to the published transfer shuttle timetable according to business needs.
3: MS reserves the right to make amendments to pick up and drop off points if the address given by the customer is inaccessible or untraceable.
4: MS cannot accept responsibility for changes made to transfer times and arrangement due to circumstances beyond its control such as industrial action, fire, technical problems to vehicles, fire, closure of airports, road closures, adverse weather conditions - including heavy snow and avalanches, terrorist activity, war, threat of war, riots, civil strife, or other technical difficulties.
5: MS cannot accept responsibility for any additional accommodation or travel costs or loss of wages brought about as a result of the events outlined above.
Customer Cancellations
1: Customers can cancel the whole transfer booking by sending an email to MS up to 16:00 UK time the day before travelling and MS will confirm the cancellation by email. Cancellations are not refundable, regardless of when the cancellation takes place. It is not possible to cancel part of a booking.
2: Seats that are not cancelled and not used are classified as a ‘no show’ and are non refundable and non transferable.
MorzineShuttle Cancellations
1: Once a seat is booked MS will endeavour to run that transfer, however, it may be necessary to cancel a transfer due to events beyond the control of MS as set out above in the amendments section. MS cannot accept responsibility for any additional accommodation or travel costs or loss of wages brought about as a result of such a cancellation. Liability is strictly limited to a refund of the cost of the seat only.
Booking Errors
1: The MS booking system is designed to give the customer plenty of opportunities to check and amend the booking before it is confirmed and before entering card details to make a payment. As such, any mistakes are subject to the amendment fees detailed in the amendment section regardless of when MS is notified of a mistake. If a customer chooses not to pay the amendment fee, MS cannot be held liable for any problems the customer might experience with the transfer or any additional travel costs that might occur.
2: If MS makes a mistake when entering as booking on behalf of a customer then this will be changed at no extra cost. However, should the customer have given incorrect information which results in MS making a mistake then the amendment fee will apply. Should a customer choose not to pay the amendment fee the booking cannot be amended and MS cannot be held liable for any problems that result with the transfer or any additional travel costs that might occur.
Lost and Stolen Items
1: It is the responsibility of the customer to keep any valuables safe during transfers with MS and to ensure that all personal items are taken with them when leaving the vehicle. Any lost property will be taken to the MS office at the end of each day and kept for one month before being destroyed or given to charity.
2: If a customer has lost something they should email or telephone the MS office to check if it has been found and make arrangements for its return. Customers can collect their items or MS can arrange for them to be taken to the customer’s accommodation for a delivery charge of €25. Please note that this service is not available in Avoriaz. Lost items will only be handed over to the actual owner.
3: Items left by customers who have left for home can be posted to the home address for a delivery charge of €20 plus postage. If you have recently left the transfer vehicle and not yet gone through the airport it is worth checking to see if the MS driver is in arrivals waiting for his next customers.
4: MS cannot accept liability for the replacement cost of any items that are lost or stolen while travelling in MS vehicles or for any items lost, damaged or stolen in the post.
Complaints
1: If a customer is unhappy with any aspect of the service received from MS they should, in the first instance, email infor@morzineshuttle.com within one month of the date of travel. MS will endeavour to reply within 30 days.
2: If compensation is deemed to be appropriate, the sum will be limited strictly to the cost of the seat only.
3: As MS is a French company, any dispute will fall under French jurisdiction and will be governed by French law.
4: Should a complaint be put in the public domain by a customer such as internet forums, then the customer will be deemed to have authorised MS to disclose details of their booking and transfer for the purposes of responding to comments made. Please note that any internet postings deemed to be defamatory gives MS the right to consider legal action.