FAQ

FAQ

What are the measures related to the COVID-19 health crisis?

Is the vehicle disinfected regularly?

Yes absolutely. Between each trip, the driver cleans with a virucide the areas in contact (handles, belts, bars...) and ventilates the passenger compartment. Every day, the bus is completely disinfected with a high press virucide sprayer. For more information you can consult the video dedicated to the cleaning.

Times and points of sale

Timetables and bus stops

How can I decide which is the best stop for me at the resort I’m travelling to?

At certain resorts, we offer you several stops. We suggest you click on the GoogleMap link on our website – www.transaltitude.fr – to check the distance between your accommodation and the nearest bus stop. You can also consult the tourist office of the resort or the renter of your accommodation to know the most convenient stop.

Am I guaranteed not to miss my connecting TGV train?

Our journey times take the possible risk of slow traffic into account as much as possible. However, coaches are subject to varying traffic conditions and Transaltitude cannot be held responsible if a coach arrives late at the station. In the upward direction (station > station), our dispatchers will do their utmost to find an alternative solution. In the return direction (station > station), unused train tickets will not be refunded. During school holidays, we highly recommend that you allow sufficient time for any connections (at least 2 hours).

Purshasing a ticket

Purshasing a ticket

How can I obtain my Skiligne pass?

 

Ski passes are to be collected at least 20 minutes before departure from Grenoble bus station, from Skiligne mobile reception banks, located in front of the bus station, upon presentation of the valid Skiligne ticket.

No ski pass is given at the resort. 

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Can children travel for free on Transaltitude services?

Children under 3 years of age travelling on their parents' laps are free of charge without booking a ticket. However, if you wish to have a place to attach a baby car seat, you must reserve a reduced fare ticket for children under 26. 

From the 37th month of age, all children must have a reduced fare ticket - 26 years old.

Boarding the coach

Boarding the coach

Do I need to arrive in advance for boarding?

On Transaltitude services, we recommend that you arrive at least 15 minutes before departure to allow the driver enough time to store your luggage in the hold and check tickets for boarding.

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For Skiligne services, you have to arrive at Grenoble coach station 20 minutes before departure. This gives you enough time to pick up your ski pass from the mobile “Skiligne” desk.

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Luggage

Luggage

Does luggage travel for free on Transaltitude services?

All Transaltitude tickets include a luggage allowance of one piece of hold luggage weighing a maximum of 20 kg, a pair of skis, a pair of boots and one piece of hand luggage. If you have more luggage than this, a surcharge of €8 per piece of extra luggage applies. Additionally, some types of luggage (such as trunks) are considered non-standard. In this case, you can purchase a special ticket online when you book your travel, or you can buy it from the driver for €16.

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What happens if my luggage is damaged or stolen?

Should the carrier be found liable for any loss or damage, compensation may be awarded on presentation of a proof of purchase not exceeding €150 and allowing for fair wear and tear. The carrier may not be held liable for any possession that may have been left on or forgotten in the vehicle by a customer.

Please be aware that there have been incidents of pickpocketing in the boarding areas (coach station). Please label your luggage ((including ski and shoe bags) and keep a close eye on it at all times.

Ticket amendments and refunds

Tickets changes and refunds

Can I amend my ticket online?

Changes to bookings are free of charge.

Amendments may be made at https://www.bus-et-clic.com/transaltitude up to ten hours before the departure time on the ticket to be amended (tickets booked “last minute”, i.e. less than ten hours and up to 15 minutes before the coach departure time, cannot be amended online at www.transaltitude.fr).

Tickets may not be amended if they are included in a SKILIGNE OFFER or are on PROMOTION (one-off discount, etc.).

A ticket that has already been used (punched at boarding) may not be amended.

A booking may only be amended for the same type of booking in terms of travel, prices and overall price.

For orders containing tickets for several passengers, amending tickets for just some of the passengers is not possible. Amending either the ‘Outward' or the ‘Return’ part of an order includes the ‘Outward’ or ‘Return’ tickets for all the passengers within the order.

Changes to a booking may only be made if the ticket to be amended is still on sale (in compliance with the terms and conditions of sale applicable on websites and at points of sale).

Amending a ticket purchased online:

Amending a booking made at https://www.bus-et-clic.com/transaltitude:

Sign into your account on the booking website you used to book your ticket (using your login details – email address and password), then open your list of orders. Open the “Order details” for your order and click on the “Exchange” button at the bottom of the order.

Can I amend my ticket at the station?

Yes, provided that you bought your ticket at the station.  You can amend your ticket up to two hours before departure. To do this, go to the point of sale where you bought your ticket, taking your tickets or your order number (featured on your ticket) with you.

Can I cancel my ticket by phone?

If you have your order number (on your ticket), you can call on +33 (0)820 083 838 (0,12€/min) before the coach departure time and ask for your ticket to be cancelled.

Cancelling tickets

Tickets cancellation

Can I cancel my ticket online ?

You may cancel your ticket and get a refund directly online for tickets purchased at https://www.bus-et-clic.com/transaltitude.

Ticket orders may be refunded as of the day after the purchase (from midnight on the day of purchase).

You have to submit a refund request 10 hours, at the latest, before the departure time for the first ticket in your order.

Any “last minute” bookings, made within ten hours of and 15 minutes at the latest before the coach departure time, cannot be refunded.

Online refund requests are free of charge and irreversible.

Cancelling a ticket:

Sign into your account on the booking website you used to book your ticket (using your login details – email address and password), then open your list of orders. Open the “Order details” corresponding to the order to be refunded and click on the “REFUND” button at the bottom of the order.

You will then receive an email confirming your request for a refund on your order, followed by another email confirming the refund – the refunded amount is transferred to your bank account within 48 hours.

When tickets are purchased using an “e.Carte Bleue” (online debit card), they cannot be refunded via the www.transaltitude.fr website. In this case, you have to submit a refund request in writing (see instructions for this in Section II.7, paragraph 1.d of our Terms and Conditions of Sale).

 

Can I cancel my ticket by post?

No. Skiligne tickets are non-refundable. Furthermore, we cannot be held liable if ski runs are closed when you arrive at a resort.

Can I modify my ticket by phone?

Only tickets bought by phone via a call centre can be refunded by calling the Transaltitude call centre on +33 (0)820 083 383 (€0.12/minute from mainland France). When you call, you need to give your order number (featured on your ticket). The call centre applies the current terms and conditions for refunds, i.e., refunds can be made as of the day after the initial ticket purchase (after midnight on the day of purchase). You have to submit a refund request 10 hours, at the latest, before the departure time for the first ticket in your order. Any “last minute” bookings, made within ten hours of and 15 minutes at the latest before the coach departure time, cannot be refunded.

Miscellaneous

Other questions

Can I travel with a pet?

Yes. Small pets have to travel in a cage on the lap of their owner. Bigger pets can travel on board Transaltitude coaches if they are kept on a lead. They have to be kept at the feet of their owners and not in the aisle. They have to travel on a full-fare ticket.

Are there toilets on board ?

No, but there are public toilets available at the train and coach stations in Grenoble or near departure points elsewhere.