FAQs

The Booking Process - How does it work?

The Booking - what happens - how does it work

Once your request has been received, we will confirm the booking by email with a Booking Reference. Each evening before travel the mobile telephone number you supply will receive an SMS text giving the driver’s name and contact number and pick up time.

On arrival at Geneva airport

Come through arrivals on the Swiss side and our driver will be waiting in the arrival hall with the lead passenger name on a signboard. Drivers are given as much information as possible to take you to your accommodation, however please ensure you bring with you contact details for your chalet, apartment or hotel.

Departing the Resort

On the evening before travel an SMS is sent to the mobile telephone number supplied to confirm time of pickup with driver’s name and contact number. Pickups are scheduled to leave the valley, with all passengers onboard, approximately three to four hours before flight departure times, however on very busy days or with poor weather conditions we may leave earlier.

Delays and Communication

Transfers can be affected by a variety of events and circumstances - flight delays, poor weather, bad road conditions, security incidents, lost luggage. Mountain Drop-Offs will always work to try and minimise the impact on your trip wherever possible and maintain contact to advise the situation. Any information you can provide to us when travelling with regard to delays and changes to your travel arrangements which can assist would be greatly appreciated.

How long does it take?

The transfer between Geneva and Chamonix normally takes between 1hr 15 mins to 1 hr 30 mins depending on road conditions.

Luggage

Our long wheel base Renault traffic vehicles are able to carry extra equipment such as skis, snowboards and mountain bikes, however please contact Mountain Drop-Offs so we can make special arrangements if required.

Lost Luggage

When you arrive in Geneva airport, if your luggage has been lost please contact the driver immediately. He or she will be in the arrivals hall and can then coordinate with the other passengers who may be waiting to travel.

Payment Methods

You can choose to pay either by cash, credit or debit card. If cash is chosen, your credit card details are held as security for the booking and will only be charged for a ‘no show’ or a cancellation subject to our terms and conditions. We accept Switch/UK Maestro Visa debit or credit card, Delta, Connect, MasterCard or Solo and a fixed transaction fee of 3€ will be applied.

Frequently Asked Questions

On the booking form you ask for ‘flight time’. Do you want the take-off or arrival time?

For your arrival at Geneva airport, please enter the scheduled arrival time of the flight.

For your departure from Geneva airport, please enter the scheduled departure time of your flight (NOT your check-in time).

For your arrival, we group bookings together based on the scheduled arrival time of your flight. We allow sufficient time for passengers to collect their bags and clear customs before we leave the airport. Rest assured that if your flight is on time (or you are not significantly delayed) we will not leave the airport without you! For delayed flights and delays due to lost baggage, see the relevant fields below.

For your departure, we plan to leave the valley 3-4 hours before the flight departs, which will give you plenty of time to check in, and allows for unexpected road or traffic delays. If you choose to be picked up later than the time we recommend (available on private transfers only) please be aware that you do this at your own risk and we will take no responsibility if you miss your flight or connection.

I don’t have a mobile telephone number, or my mobile telephone doesn’t work overseas. Does this matter?

Communication can be very important, especially in the case of delays either with our drivers on the road, or with your flights. If we have no means of contacting you, you must take responsibility for communication by contacting us (for example by public telephones at the airport) in the case of any delays or difficulties finding your driver. We will not be responsible for any missed transfers if we are unable to contact you.

What happens if I miss my flight?

You should be aware that our internal guidelines for driving hours are generally stricter than those imposed by European Union. We implement this policy to maximise safety on our services. However for this reason, we are not always able to accommodate time changes, delays and other unforeseen events that may require our drivers to work longer than originally planned.

What happens if my flight is cancelled?

You should let us know immediately by calling the office. If you will not arrive in time for your booked and confirmed transfer, you will have to book a new transfer. No refund will be available for the original transfer booking, nor will you be reimbursed by us for any alternative travel arrangements that you make. You should check the terms of your travel insurance – we can supply you with proof of the amounts charged because of the cancelation.

What happens if my flight is delayed?

You should keep us informed about all flight delays by calling the office or your driver. If you will not arrive in time for your original transfer booking, you will have to book a new transfer, and no refund will be available for the original transfer.

We do however make every effort to accommodate flight delays. If your flight delay is not too significant, and waiting for you would not compromise our obligations to other clients, your driver may wait. If the driver has to leave the airport without you, we will try to find a seat available for you on a later transfer. You are under no obligation to accept this offer, but you will not be refunded for your original transfer, nor for any alternative transport you may choose to arrange. You should check the terms of your travel insurance – we can supply you with proof of the amounts charged because of the delay.

How will I find the driver at the airport?

Our driver will be wearing a Mountain Drop-offs uniform, and will have a whiteboard with your name written on it. The driver will be standing near the airport information desk in the arrivals hall, just opposite the doors you come through after passing through customs and collecting your bags.

If you cannot see your driver you should contact the Mountain Drop-offs office. You should not arrange other transport or go with another driver or operator without speaking to the Mountain Drop-offs office, because in such cases you will not be entitled to a refund for your original transfer.

What should I do if I can’t find the driver?

What happens if the airline has lost my bags?

You should make contact with your driver or the Mountain Drop-offs office by telephone as soon as possible. We will try to make arrangements for either the driver to wait, or for you to join a later transfer. However we are under no obligation to do either of these things, and if we are unable to accommodate the delay caused by this event you will not be entitled to a refund for your original booked transfer.

How do I make changes to my booking?

You should notify the office by email as soon as possible if you need to make any changes to your booking. You will be charged an administration fee of 5€ for each change that we make to your booking.

If you need to be change your in-resort address this should be done by email at least 24h before your transfer date.

If you need to change the time of one of your transfers, this may constitute a cancelation of your original booking and in such a case, our cancelation policy will apply. In that case you will need to make a new transfer booking and pay for this new fare.

What do you do with my credit card details?

Online payments made via our website are all conducted through the secure payment system SecPay (now known as Paypoint) and Mountain Dropoffs does not have access to your credit card details. For payments made by telephone or email, your credit card details are held securely until completion of your booking, at which time they are destroyed. In all cases, your credit card will only be charged in accordance with our terms and conditions.

I am arriving to Geneva city. How much time should I allow to get to the airport?

There are regular trains from Geneva centre to the airport, which run on average every 15 minutes. The journey takes around 10 minutes. You should give yourself 45 minutes to get to the airport.

How much time does the journey take?

The journey between Geneva airport and Chamonix takes about 1h15m, if there are no major delays on the road.

Can I take my baby on my lap?

No. In accordance with the law, which has arisen to protect passengers and babies in the event of accident, children must be carried in authorised child restraint seats. You must therefore purchase a seat for your baby or child, no matter what age.

Do I have to pay for my baby/child?

Yes. All babies, infants and children must have their own seat, with the correct child restraint seat where applicable. These can be supplied by Mountain Drop-offs free of charge upon request at the time of booking, and subject to availability. We do not offer discounts for children.

I realise I have entered the incorrect time on my booking. What should I do?

You should notify us as soon as possible. If adjusting the booking with the correct time will mean that you will no longer be scheduled on your original transfer, this will constitute a cancelation and our cancelation policy will apply. You may have to book and pay for a new transfer at the correct time.