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Helpdesk

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F.A.Q

Our library of Frequently Asked Questions contains answers to the most common enquiries.

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Sales line

For all enquiries related to new and existing bookings.

Operations line

For existing customers needing assistance on the day of travel.

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Enquiry related to an existing booking? Please use the helpdesk facility located on the booking management page.

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F.A.Q

Choose a category to access the associated questions and answers. If you cannot find the information you are looking for, please do not hesitate to contact Go Massif customer services.

Making a Booking

Please create a help desk ticket from the booking management page with the details of the change. If a change is permitted, we will amend the booking and send back a revised booking confirmation.

Every passenger, now matter how young, requires by law their own seat. Therefore the number of passengers you book needs to include children and infants. The correct size baby seat or booster cushion is provided, free-of-charge, for every child. Please submit details of your requirements as part of booking. By law, no children may travel on the laps of adults during the journey.

Private transfers can be picked up from hotels near the airport. Shared transfers must be picked up in arrivals. Book a normal airport transfer on the website then contact customer services via the help desk us to tell us what hotel you want to be picked up from (please also include a pickup time)

Not always. Most of the time all we need is the name of the building where you are staying. If you think you are staying somewhere 'off the beaten track' then just put the building name down and bring detailed directions with you. If necessary, we will contact you to ask you to provide these in advance.

It is very helpful to have a mobile number, in case the office, or your driver, needs to contact you. Please provide a number, giving the full international dialing code. E.g +44 7787 1234 567. We don't use this number to send you any marketing info. Only to help us make things run smoothly.

Certainly. Our vehicles take up to 8 passengers, so groups of 9 or more will need to be split. To keep things cost effective, why not book a private transfer for 8 then a shared transfer for the remaining members of your group. This works really well with groups of 9 or 10. Use the 'Multiple Transfer' facility of the website to book multiple transfers.

Your ticket will be provided only once payment has been made and you have completed any missing details about your accommodation address, passenger and, if applicable, flight details. The booking details page will guide you to provide this information.

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Types of transfer

This is the the most cost effective option. For flight arrivals, you may be grouped with other passengers landing within 90 minutes of your flight. For flight departures, you may need to leave up to 5 1/2 hours before your flight departs to fit in with other passengers timings. The route the vehicle takes to your destination may travel via other villages in the Grand Massif area before dropping you off or collecting you. We do not detour via other ski areas. We ensure you reach the airport at least 2 hours prior to your flight departure.

A private transfer is, as the name implies, for you and your group alone. No other passengers share this. The driver leaves when you are ready and takes you directly to the door of your destination. Great for larger groups.

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On The day of the transfer

Full details of where you will be met are provided on your booking confirmation. For flight arrivals at Geneva, We have a dedicated meeting desk in the arrivals hall of the Swiss sector. On busy days we will have a dedicated member of staff to meet and greet passengers. On quieter days your specific driver will meet you at this desk. If the driver is not there use the phone number given on your ticket and travel instructions. A member of our operations team will then give you an estimated time of arrival for your driver. Almost all other pickup points will be at the door of the building specified. Please read your booking confirmation carefully. If your pickup point is difficult to find, we will send you extra information.

This depends on the type of transfer you have booked and is detailed on your booking confirmation. For transfers to flight departures, your pickup time will be confirmed to you by text message the day before your transfer. This is because the transfer time can vary due to snow and traffic conditions and we aim to get you to the airport at least 2 hours before your flight. If you do not receive this text by 18h00 on the day before your transfer, please call the number given to you on your ticket and travel instructions. Our operations team will then tell you your pick up time,

Please contact us using the number on your booking confirmation as soon as you know of any delays. We will then do our best to make alternate arrangements for your transfer.

Supermarket stops are not possible. Go Massif advise that you shop at the MIGROS supermarket located in Geneva airport's train station. This is very near to where we meet you, it has a good range of produce and prices are similar to the French supermarkets. More details can be found on the Geneva airport website. Please always bring reusable bags with you for shopping.

If you need to pick up anything before going to your accommodation, our usual procedure is to drop off 1 member of the group to pick up the keys then take the rest of the group to the door of the accommodation. The driver can rarely wait for keys, etc, to be picked up as it can take a long time. If you would rather, we can drop the whole group at the place where you pick up the keys. The pick up location for the return will always be at the door of the accommodation, not the place where you drop your keys.

All administration (key and linen drop off, etc) must be completed prior to the driver picking you up. We never allocate time for you to do these tasks with the driver. Doing so will make both the driver and you late and the driver may have to refuse your request.

The number you must call if you are experiencing any difficulties is detailed on your booking confirmation and travel and ticket instructions. Please ensure you have a copy of this available for when you travel

Always use the international dialling code and drop the '0' from the from the number. For example, our operations number 09 70 44 61 10 should be called using the number +33 9 70 44 61 10 or 0033 9 70 44 61 10

Our drivers are selected based on safe driving skills, reliability and courtesy. If you feel they have been especially helpful, tipping is at your discretion. But the drivers do always appreciate the tips, especially if they have gone out of their way to be extra helpful

If you haven't specified an exact drop off location, we will normally drop you off in the centre of the town / village where you have booked to.

You will usually travel in one of our Renault Trafic or Fiat Talento minibuses. These have ample room for up to 8 passengers to travel in comfort with plenty of baggage space. All vehicles are in excellent condition, have climate control, are equipped with winter tyres and have snow chains.

Eating and drinking is not permitted in our vehicles. This includes baby food. If you have a strict meal time regime, please allow for this in your travel plans. Maybe it is best to request a specific ‘pick up’ time in such circumstances.

If you or any of your party feel car sick please inform the driver immediately. He can slow down or stop if necessary. Adults please monitor your children, this will be the first time some of them have travelled on such roads, they will not always be aware that they are sick. Please ask the driver for a sick bag if you think any of your group may be car sick. Please be aware that children playing computer games or reading books are likely to be car sick. We charge an 80euro cleaning fee for any passengers soiling our vehicles.

Our drivers are only responsible for the passengers booked onto the transfers. They cannot be held responsible or act as guides for people travelling to or from the airport in rental cars. If you have friends or family in hire cars please make sure they know how to get to and from the airport.

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Flight arrivals and departures

Details of the meeting place can be found on your booking confirmation. Please ensure you have a copy of this with you when you travel.

An approximate time is provided on the booking confirmation. We will send you an sms the evening before to confirm the exact time. We do this because journey times will vary due to weather and traffic conditions. We always aim to get you to the airport at least 2 hours before your flight departs.

If you have not taken off, please call us from your departure airport to let us know. If you are delayed in the air, there's not much you can do! Assuming you have given us your flight number, we'll be monitoring your progress. If you are significantly delayed, please be aware that we may have to reassign you a vehicle and that you might not depart as soon as you arrive. Passengers on flights that are late will be assigned a transfer on a 'next available vehicle basis'. Estimations of when this will be is not possible until we know when passengers have arrived at our desk.

As soon as you know a bag is lost, call us to let us know you are going through the proceedure to report a lost bag. Please be aware that the delays caused by lost bags may mean we will need to assign you a different driver, who might not be available as soon as you are ready to go.

Normally no. But we do expect to be informed of any delays in advance. If you are significantly delayed, please be aware that we may have to reassign you a vehicle and that you might not depart as soon as you arrive.

Normally your airline lays on a service to get you back to your original destination. Normally we can only provide a service from your original choice of airport. Please call us when you land at the new airport to let us know your new eta. We will then tell you what options are available.

Geneva airport is in Switzerland. You will not be able to get euros from the cash machines. If you need to go the Bureau de Change please allow time for this, as there is often a queue, especially at weekends.

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Luggage

You can bring 1 large bag or suitcase and one small bag per person. If you want to bring more than this, please add details in the 'luggage details' field of the booking form. We will contact you if we foresee any problems with the transportation of this extra luggage.

Prams, strollers and baby buggies will be transported free of charge. They must be of the fold down variety. Maximum 2 per vehicle. Details can be provided as part of the booking process.

There is a limit to 3 ski or snowboard bags per vehicle. Please provide details of the snow sports baggage you want transporting as part of the booking process.

During the winter season this is generally not possible, unless you have booked a private transfer. If you do wish to bring a bike, please contact customer services via the helpdesk.

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Payments & refunds

We accept Visa, Mastercard and French Carte Bleu debit cards only, as we are a French company. If you do not have access to one of these card types, please see the information on our other payment options.

We always prefer that you pay by card in advance. However, we can also accept payment by bank transfer (SEPA) or by cheque, by prior arrangement. Paying cash on the day is not possible.

No. We keep our pricing very simple. The price quoted already has all fees, including our credit card charges included. But please be aware that your bank may charge you currency exchange fees if you have a non-euro account.

Very. We use France's largest bank, BNP Paribas, as our card payment provider. When paying, you enter your card details directly to the bank, not via our website. That way your details are kept very secure. We never keep your card details on file. Please see our 'payment security' page for further details.

The prices quoted on the website are the total for ALL passengers travelling. Individual passenger prices are not quoted as we don't price per person (unless just one person is travelling, of course!)

If you have booked in advance on the website or by email, you will have access to an online receipt. Click on the link provided on your booking confirmation email to view your receipt. If you have booked last minute or by phone, contact customer services via the helpdesk and you will be sent a link to your receipt

Refunds are available, subject to a 30 Euro administration charge. Alternatively, you can opt for a credit towards a future booking. Refunds and credits are only available for cancellations made more than 7 days before the 1st transfer of a booking. Please see terms & conditions for full details.

To keep things simple, we ask for all the money at the time of booking. We don't take deposits in order to keep our card charges as low as possible, thus keeping our prices low.

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