FAQ

FAQ

Purshasing a ticket

Purshasing a ticket

How can I obtain my Skiligne pass?

Passes can be picked up at the coach station in Grenoble. Just show your valid Skiligne ticket at the desk. Please note that for departures from the “Plaine Fleurie” Transisère bus stop (for coaches to Les 7 Laux) at Meylan and from the “Neyrpic Belledonne” TAG bus stop at Saint Martin d'Hères, ski passes are picked up directly from the driver on the coach. For the Les 7 Laux ski resort, you will receive a voucher which you can then exchange for a proper ski pass at the terminals next to the ski pass offices.

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. 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.

Times and points of sale

Timetables and bus stops

Am I guaranteed not to miss my connecting TGV train?

Our travel times take the risk of slow traffic conditions into account wherever possible. However, coaches are always subject to unexpected traffic delays and Transaltitude cannot be held liable for late arrivals at the coach station. Our regulators do their best to find an alternative solution with the SNCF. This said, unused train tickets will not be refunded. It is safer to leave enough time between any connections you may have.

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. Our controllers will do their best to find an alternative solution with the SNCF. Nevertheless, unused train tickets will not be refunded. Please make sure you leave enough time for any connections you may have.

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.

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 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.