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Terms & Conditions Passenger Transport

Last updated 08.11.2023

Please read the following terms and conditions carefully before making your booking. They contain important information about your rights and obligations. The following terms and conditions apply to bookings made through our website: www.alpinbus.com

1. Contractual relationship

Supplier and contractor of passenger transport:
Alps Connect AG
Unterlettenstrasse 10
9443 Widnau
E-mail: [email protected]

Commercial Register CHE-182.423.092, Canton of St. Gallen, Switzerland
Commercial purposes: Passenger transport services (taxi licence)

2. Online Booking Process:

a) By filling out the booking form, you will be buying a transport service through the internet. The information presented in the form shall be assessed by us as a supplier to verify and validate the requested service. The responsibility of reviewing and correcting all details such as names, addresses, phone numbers, dates, hours, and other particulars belongs to the client.
b) Upon receipt of payment, you will receive an email containing both a payment receipt and confirmation. Please note that this confirmation solely serves to affirm that your request is being processed by us and does not serve as a confirmation of your reservation. Once your request has been approved, you will receive both a reservation confirmation email and a booking voucher.
c) Once you have received the Booking Voucher, it is your duty to thoroughly review all the enclosed details and confirm their accuracy. In case you find any discrepancies in your transfer details, kindly notify us at least 24 hours prior to your first scheduled transfer.

3. Changes to Bookings:

a.) If you wish to modify any booking details such as flight number, timings, accommodation name or address, mobile number, arrival or departure dates, resort, passenger numbers or vehicle size details, kindly send an email to [email protected]. Please note that some changes to your reservation might cause a price alteration or the unavailability of the desired transfer. In addition, we retain the right to administer a fee of £25 per booking for modifications or cancellations to our services.

b.) If you decline the extra fee or the substitute transfer options we provide, you must forfeit your booking and abide by normal cancellation policies.

c.) It is improbable for us to effectuate alterations to any pre-existing bookings within a 72-hour period of the travel date. This also comprises alterations to flight timings or agreed pickup schedules.

d.) We will only communicate with the individual who initiated the service booking with us.

e) If there is a charge for amending a booking, we will confirm the requested changes once we receive the additional payment. Following this, we will issue you with a new booking confirmation via email.

4. Cancellation

a) Clients are entitled to cancel their booking by emailing us at [email protected] with the details and reason for cancellation.

b) Cancellations made at least 7 days before the date of travel will be fully refunded.

c) In the event of cancellation by the client, an email will be sent to the client confirming the cancellation.

d) Any refund, whether partial or full, for cancellations made within the 7 day cancellation period will be at our sole discretion.

e) Refunds may take between 7 and 14 days to investigate and process.

f) In the event of a cancellation, we reserve the right to charge a £25 administration fee to cover our administration and banking costs. If the client has paid in advance for the transfer booking, the administration fee will be deducted from the amount to be refunded.

g) “Extraordinary Events” replace the provisions of paragraph 4 with points a) to f). These apply only in the normal course of business. If the average number of total passenger cancellations increases by more than 300% on a monthly basis as a result of an extraordinary event, the Supplier reserves the right to issue a credit instead of a refund, which may be used for future orders (voucher). Exceptional events include natural disasters of all kinds, earthquakes, floods, storms, volcanic eruptions, but also “force majeure” (Latin: casus fortuitus) such as riots, blockade, fire, civil war, embargo, earthquake, hostage-taking, war, revolution, sabotage, strikes (if they occur at a third party), travel warnings by foreign ministries, pandemic threats, quarantine measures by the authorities, terrorism and serious traffic accidents.

5. Conditions of carriage:

The designated supplier, its drivers, and appointed agents -including we- hold the right to decline carrying individuals under the influence of alcohol or illegal substances. Additionally, individuals whose conduct is perceived as a threat to the well-being of the driver, other passengers or the vehicle may be refused carriage. Regrettably, we cannot offer refunds under such circumstances. Any individual who uses threatening or abusive language or behavior towards a driver or passenger will be asked to exit the vehicle promptly, irrespective of the time of day or location.

In addition, customers who cause the interior of the vehicle to become soiled due to the excessive consumption of alcohol or drugs will be held responsible and will be issued with an on-the-spot fine of EUR 200, payable immediately to the driver. If a passenger refuses or cannot pay, the cleaning charge will be deducted from the credit card used for booking.

Parents, minders or friends over 18 are responsible for the behavior of children and adolescents under 18 in the vehicle and will be held accountable for any damage caused.

Customers must pay for any damage caused to a vehicle immediately.

e) Passengers are prohibited from carrying alcoholic beverages into our vehicles for the purpose of consuming them.

f) Smoking is strictly prohibited inside our vehicles.

g) Passengers’ baggage is carried at their own risk, and we cannot accept any responsibility for loss or damage. We will not be held accountable for any expenses incurred or arrangements made for the return of lost items to passengers.

h) The supplier shall use all reasonable efforts to ensure the timely arrival of the vehicle at the start of the hire period and its on-time delivery to the destination.
i) It is the customer’s responsibility to provide a functioning mobile telephone number at the time of booking and to ensure that it is switched on throughout their travel. We cannot assume any responsibility for any transportation service delivery issues resulting from the customer’s failure to comply with this requirement.

j.) We will make every effort to monitor any flight delays that may affect arriving transfers. However, it’s your responsibility to verify that the flight times and numbers provided to us at the time of booking are correct. While we endeavor to monitor such scenarios, please inform us of any updated estimated arrival times (when possible) for rescheduling the service, which may require waiting for an available vehicle or incurring an extra charge for the driver’s waiting time. In the event of flight delays surpassing 60 minutes and the assigned driver departing the airport before the client’s arrival, the client shall be moved to the subsequent available transfer headed to their intended destination. However, if the client requests the driver to wait, irrespective of the duration of the delay after 60 minutes, an additional cost of 50 EUR per hour will be applied. We respectfully ask clients to notify us of any potential hold-ups of their flight(s).

k.) In the event of a flight cancellation, the customer will be considered to have missed their transfer. If an alternative flight is arranged, they must book a new transfer, subject to availability and full cost. A statement will be provided to the customer, confirming their inability to travel on the original booking, which may be used to make a claim with their travel insurance. In the event that a customer informs us of a cancelled flight prior to its scheduled arrival time and we have the ability to provide an alternative transfer option, we will make every effort to do so. However, this new service may incur an additional cost or differ from the originally booked transfer. All other journeys within the same booking remain unaffected and will remain valid as originally booked.

l) In the event of a diversion of your arrival flight, please get in touch with us. We will endeavour to cater for such eventualities, whilst keeping in mind that it is the airline’s responsibility to transport you to the originally scheduled arrival airport. We will endeavour to cater for such eventualities, whilst keeping in mind that it is the airline’s responsibility to transport you to the originally scheduled arrival airport. We may not be able to guarantee the provision of the initially booked service, and if we can, an extra fee may apply.

m.) We ask that you inform us or driver by phone about any delays or lost luggage that might affect your transfer when collecting your luggage. If a customer fails to communicate any delays, it will be assumed that they did not travel, and they might miss their transfer. Please note that it is the airline’s responsibility, not ours, to deliver any lost luggage to the customer. If the waiting time exceeds 60 minutes after the plane has landed due to delays in collecting the luggage or in the case of lost luggage and the assigned driver is required to leave the airport, customers can be accommodated on the next transfer vehicle available to reach their destination.

n) Should you choose not to wait for the next available vehicle due to flight delays or luggage collection and make your own travel arrangements, we cannot offer a refund for the initial transfer cost or cover any additional travel expenses incurred. We can, upon request, provide you with a written statement detailing why any additional costs were incurred. This statement may be used to make a claim from your travel insurance.

o.) In the event that a customer is unable to make their transfer due to flight delays, cancellations, or missed flights, and they incur additional costs arranging alternative travel as a result, we will provide a written statement upon request outlining the reasons for these additional costs. However, we will not accept responsibility for any of these additional costs, nor will we offer a refund for the originally booked service.

p.) We will make every effort to transport all passengers to their specified destination with minimal discomfort and inconvenience. Unfortunately, circumstances beyond our control may impede our ability to do so. The following are instances that are beyond our reasonable control (known as a “Force Majeure Event”):

*Vehicle delays due to accidents
*Vehicle malfunctions
*Vehicle detention or delay by a law enforcement officer or government official
*Unusually severe weather conditions.
*Compliance with police requests
*Road accidents
*Vandalism and terrorism
*Unforeseen traffic delays
*Strikes by third parties
*Other circumstances affecting passenger safety
*Road closures due to local festivals or other events.
*Properties inaccessible for booked service type
*Acts of God, flood, earthquake, avalanche or any other natural disaster
*Epidemic or pandemic
*War, threat of war or similar
*Terrorist attack or riots.

q.) A customer who chooses to depart later than the recommended time advised by us does so at their own risk and we will not be held responsible for any missed flights as a result of this decision.

r.) A customer may request a specific pick up time, unrelated to a flight time, when booking a private transfer only and the request must be made at the time of booking. If a specific pick-up time is not requested at the time of booking, the pick-up time will be scheduled around your flight time according to the rules for the type of transfer being booked.

s.) If we are unable to reach a customer at their collection point due to bad weather or road conditions, the customer must attempt to make their own way to a suitable and safe alternative collection point. We will provide advice if necessary and try to give the customer advance warning where possible.

t.) If the client is not at the agreed meeting point at the agreed time for a departure transfer from the resort, the driver will wait for a maximum of 10 minutes. After this time the client will be considered a ‘no show’, the driver will leave and we will not refund the missed transfer. If we can offer an alternative, later transfer, this will be treated as a new booking and will need to be paid for.

u.) Most of the transfers we offer are door to door transfers where the accommodation is accessible by paved and cleared roads. Some transfer types (certain shared and scheduled shuttle transfers) have a central pick-up and drop-off point at the resort, which is specified in the transfer type description you see when booking on our website. In certain situations, it may not be possible for the transfer to access the accommodation directly, for example if a road has not been cleared of snow or is too dangerous to drive on, a road is too small for a vehicle to access (particularly if booking larger vehicles such as coaches) or the accommodation is in a pedestrian or car free area. In these situations, the drop off or pick up will be from the nearest accessible point to the accommodation and you will be responsible for getting to or from that point. We recommend that you check your accommodation and resort information before you travel and be aware of any potential access issues. Please note that if the destination address is not a valid address, we reserve the right to drop you off only at the Tourist Information Office in that location.

6. Child seats

a) Failure to request an appropriate child seat at the time of booking, or to bring your own child seat, will mean that we will not be able to provide the transfer as booked, as we cannot legally carry the child without the correct seat. In these circumstances we will not be able to offer a refund or an alternative transfer.

b) On certain types of transfers (Coaches, Scheduled Shuttles) where vehicles with more than 8 seats are used, it may not be possible for us to provide child seats. Please note that where this is the case, it is not a legal requirement to use such a seat. If you would like to confirm in advance whether a child seat can be provided, please contact us.

c) We ask you to enter the age of any children travelling with you on the reservation system when making a booking. Please note that entering the age of a child is not a request for us to provide a child seat for them, this is only done through the specific selection on the booking system. If you enter the age of a child, but do not also request a child seat, we will assume that you are bringing your own child seat and you will be bound by the terms and conditions set out in the ‘Child Seats’ section.

7. Child pricing

All children and infants, regardless of age, count towards the occupancy of the vehicle and should be included in the total number of passengers at the time of booking. We can provide child seats free of charge if specified on the booking form.

8. Mobility and Wheelchair Information

We make every effort to make our vehicles as comfortable and accessible as possible for people with reduced mobility. Whether you are travelling in a wheelchair, require the assistance of a service animal or are pregnant at the time of travel, we are prepared and able to accommodate you. We strongly recommend that you make your reservations as far in advance as possible to ensure that you can travel.

9. Baggage allowance and declaration

a) Each passenger is entitled to carry up to two items of baggage on the relevant transfer service, i.e. one suitcase not exceeding 70 cm x 40 cm x 20 cm and one piece of hand luggage. Carriage of baggage exceeding these dimensions will be subject to the availability of space in the hold and may be refused.

b) If a passenger requires carriage of baggage in excess of these allowances (e.g. suitcases over the maximum size, skis, golf clubs, snowboards, bicycles in bike boxes or bags, wheelchairs/scooters, etc.), we must be informed at the time of booking. Ski or snowboard bags should not exceed 190cm in length and the maximum size for bicycles (when packed in a bag or box) is 160cm in length, 100cm in height and 40cm in width. Where it is possible for us to accommodate this additional luggage on the transfer, this will be confirmed in your booking confirmation email.

c) We reserve the right to make a charge for excess baggage, payable in advance of carriage, or to refuse carriage of the additional items if this was not agreed at the time of booking.

10. Limitation of Liability

a.) If the contract partner is a consumer, the entrepreneur’s liability for minor negligence (excluding personal injury) is waived.
b.) For a contract partner who is an entrepreneur, the entrepreneur’s liability for slight and gross negligence is also waived.
c.) The Contractor does not accept any responsibility for the loss of the Client’s personal property during transport.
d.) The customer will be held liable for any damage they incur (including loss of earnings) caused to the entrepreneur. The customer is obligated to reimburse all expenses incurred by the entrepreneur due to contamination by the customer.
e.) Information about waiting or arrival times has no contractual value. The operator accepts no responsibility for delays caused by them.
f.) The Contractor is not liable for transfers that are not directly carried out by the Contractor but by authorized subcontractors.

11. Complaints

Complaints are taken seriously at Alpinbus. If any issues arise during your journey, we request that you contact us by email at [email protected].

We aim to investigate and resolve all complaints within 14 days of receipt. Failure to notify us of your complaint at this stage will impact our ability to investigate the matter. Consequently, the amount of compensation may be reduced or extinguished.

12. Travel Insurance

Please ensure you have taken out sufficient Travel Insurance. We strongly recommend organizing appropriate travel insurance coverage for a comprehensive range of events. This should include Covid-19 coverage, cancellations, flight delays, baggage loss, accidents, and health issues. Travel insurance is essential for your peace of mind.

13. Disabilities

If you or any member of your party has a medical problem or disability that may affect your transfer, please give us full details before we confirm your booking so that we can provide the most appropriate transfer.

14. Governing law

Unless another national law is mandatory, the contract of carriage and related provisions are governed by Swiss law.