FAQ

You will find the vast majority of answers to any queries you may have are contained within our FAQ bank below. Simply click on the relevant topic or search any keywords and all relevant questions and responses will be displayed. If you are still not able to find the answer to your query please use the chat function to talk directly to customer service team.

Topics
Questions
Answers

Booking Amendments

Can I change my booking options?

You can change, add or remove most of your options up until the balance deadline date which is stated on your booking confirmation. To manage your booking and change any options please log into your NUCO account here. After the payment deadline all options will be confirmed with our suppliers in the UK and resort therefore no changes can be made.

I am on a waiting list, what does this mean?

For all packages we have a maximum capacity, if the trip you want to book a place on has sold out and there are no more spaces available a waiting list may be put on the package.

To confirm your place on a waiting list you will need to go through the whole booking select your options and pay the minimum payment and deposit. If you do not pay this deposit you are not confirmed on the waiting list. If and when a place does become available we will process the waiting list and whoever is in 1st position will be upgraded to a confirmed booking, will receive a booking confirmation and be required to pay the outstanding balance by the payment deadline.

Whilst you are on the waiting list you can log into your account to see which position you are currently in and we will send you an email advising if and when you have been upgraded. If you are not upgraded to a confirmed booking and place on the trip your waiting list deposit will be available for you to claim back.

To claim a refund please submit your bank account details here.

Booking confirmation and e-ticket

I haven’t received my booking confirmation.

If you haven’t received your booking confirmation it is likely that this may have gone to a spam or junk folder so we would first recommend checking these. If you still cannot see an email booking confirmation it is possible that the email address on your NUCO account may have a slight spelling error or may be an email address that you set your account up with that you do not use regularly.

We would recommend checking all your email accounts, if you have more than one, to see if your account was set up with another email address and this is where your booking confirmation has been sent.

If you cannot find this then please email info@nucotravel.com with details of your booking reference number which is on your NUCO account under manage booking and can be found here or if you do not have access to your account, we would need to know the trip you have booked on to and our customer service team will be able to assist you further.

I haven’t received my eTicket.

Not all passengers or groups receive eTickets but if you do you will receive this 14 days prior to your departure and this will have all the relevant information needed for your trip.

If the rest of your group have received their eTicket but you haven’t please go to your NUCO account to manage your booking here scroll to the bottom of the booking summary page and click resend eTicket. This will then be sent through to the email address your account is set up with and where you have received your booking confirmations.

Booking on to an event or package

How do I book a place on a package or event?

To book a place on a NUCO trip you will need to have a NUCO account, if you do not already have an account you can create one here.

If the package or event you want to book onto is live you will either need a booking link to book a place, depending on your group you can either get this from your group leader or committee, or you can follow this link and then select the package or event you want to book.

The package or event I’m trying to book onto says it isn’t available, why?

To book a place on a NUCO trip you will need to have a NUCO account if you do not already have an account you can create one here.

If the package or event you want to book onto is live you will either need a booking link to book a place, depending on your group you can either get this from your group leader or committee, or you can follow this link and then select the package or event you want to book.

Clothing rental

I have already paid for my clothing rental, why am I being asked for card authorisation?

If you select clothing rental you will be required to give a card authorisation similar to that of a car rental 2 weeks prior to departure as a security deposit.

No money will be taken from your account without your knowledge and this deposit will be released to you once you have returned all undamaged clothing back to Crevasse.

What is included in the full clothing rental?

The full rental clothing includes jacket, trousers, gloves, goggles and socks.

When and where will I get my clothing rental?

Buying ski clothes can be expensive and there may be many reasons why renting items would work for you.

If you have selected clothing rental this will be coming directly from Crevasse Clothing.

The delivery or collection of the clothing will depend on the dates you are travelling and the resort you are staying, Crevasse will send these to your home address before your departure or on some occasions, you will be able to collect in resort however this is only for some groups and some resorts.

Crevasse will send you an email confirming the size of rental you have requested, your address if being delivered to your home and they will also request a card authorisation similar to that of a car rental 2 weeks prior to departure as a security deposit.

This deposit will be refunded to you once you have returned the undamaged clothing back to Crevasse.

Damage deposits

How do I claim my damage deposit back?

To claim your damage deposit back we ask you to submit your bank account details to our system so we can process your refund. We do not have access to any card or bank details from when you have made payments on a booking as payments go directly through a secure system called worldpay.

You can submit your bank account details here.

If you have an international bank account please ensure you save your details to the international banking tab on the right including details such as your IBAN and BIC/SWIFT number. When your details have been saved your refund will be processed and credit your account within 5-7 working days. As soon as your refund has been processed we will purge all back account details. The information you provide can only be used to pay money into your account, not to withdraw funds.

How do I contest a damage deposit charge?

Should you wish to contest a charge outlined in your damage deposit email please do so via the link below:

Contest a Damage Deposit charge

Please note that we only require one passenger per apartment to complete this form; you will be required to complete one form per individual charge you wish to contest.

More information on damage deposits can be found in clause 17 of our booking terms and conditions.

We are not always able to successfully contest charges but we will do our utmost to help.

How much is the damage deposit?

Damage deposits can vary depending on the trip and package you have booked on to, this will be stated when you book on to a trip and on the booking confirmation email you will receive.

I have just received my damage deposit email, I have no charges against my room but I have not received the full amount back, why?

Any charges against your room will be detailed on your damage deposit email. If you have no charges but have not received the full amount of either £65 or 100€ ( the damage deposit amount can sometimes vary depending on your package but will be stated on your booking confirmation) this would usually be due to you having an outstanding balance on your booking before your damage deposit was applied back onto your NUCO booking.

If you amended or added anything onto your booking after the balance deadline or whilst you were in resort with a member of NUCO staff and had not made payment for these changes, if these changes increased the cost of your overall package and what had been already paid, this would then be deducted from your damage deposit.

If you did not have an outstanding balance or change any options please contact us on the below stating your booking reference number and we can look into this further.

What are communal damage deposits?

Whilst we do our best to return 100% of your deposit, we sometimes face charges from residences for things like general cleaning, extra security or excess rubbish left if public places; charges like these which cannot be attributed to a particular room or passenger will be split between everyone on your trip and we always try to be as specific as possible when allocating charges.

If your damage deposit has been returned and some money has been taken you will have been informed what the charge was for.

What is a damage deposit?

The damage deposit is a deposit that is held by NUCO Travel to cover the cost of any additional charges being levied against you or any member of your party while on holiday. This includes but is not limited to damage to your accommodation, coaches, ferries or any public areas including bars and nightclubs.

Unless stated otherwise, your accommodation will not include end of stay cleaning therefore passengers are required to clean their accommodation on departure. NUCO reps can offer an initial check and give advice and guidance on the cleanliness of your accommodation however they do not have the authority to sign this off, only the residence agency representative can do this.

If charges are applied for your apartment and or residence these will be done against the rooming allocation on your NUCO booking and account. If you pay for any loss or damage whilst in resort please ensure you do this with the residence directly and get a receipt and proof of payment.

When do I get my damage deposit back?

Last year we introduced our express damage deposit refund scheme. Our aim was to return damage deposits within 10 working days of passengers returning back to the UK and on average these were returned within 6 working days!

The express damage deposit refund scheme means getting your refund back 3-4 weeks quicker than previous years. You will receive an email from NUCO within these 10 days with a breakdown of any charges that may have been applied on to your account along with instructions on how to claim your damage deposit refund.

If you are wanting your refund to credit an international bank account please ensure you submit these on the international banking section completing details such as your IBAN, BIC/SWIFT, bank name and bank address, please also be aware this may incur costs for an international bank transfer.

Equipment rental

I had selected equipment rental but I now have my own, can I remove this option from my booking?

You can remove equipment rental from your booking up until your balance deadline by managing your booking here.

After the balance deadline has passed all options including equipment rental has been confirmed and no changes will be possible.

Please note, your balance deadline is stated on your NUCO booking confirmation email received at the time of booking.

Should I hire equipment now or when I get to resort?

If selecting equipment hire with NUCO you will be provided with equipment from the ski hire shop closest to your residence and this will be from a reputable ski hire company with which NUCO has a very good relationship, should you have any problems with your equipment they will be happy to help.

We would advise to book any equipment rental at the point of booking, you can manage your booking and add on equipment hire here.

After the balance deadline has passed equipment hire, including helmet hire cannot be added or removed as this has already been confirmed in resort.

Which equipment hire should I choose?

All equipment rental is for 6 days unless specified on your booking. We have 4 different levels of equipment to choose from and these are;

Economy – this equipment is perfect for beginners who are just looking to find their feet.
Evolution – this level is perfect for intermediates who are trying to perfect their technique and move to the next level.
Performance – in this category you will have access to a selection of skis, allowing you to choose which is best for your style or the snow conditions.
Excellence – this level offers you choice of the latest seasons skis and the most up-to-date precision technology

When your balance deadline has passed and the booking has closed, equipment rental amendments will no longer be possible as these will have been confirmed with our suppliers in resort.

Flights

If I have selected a return flight option on my booking with NUCO do I need to book transfers as well?

No – If you have booked return flights with your booking return transfers will also be included, this will be stated on your booking.

Is baggage included on my flights?

If flights are included in your package or you have selected a flight option on your booking your baggage allowance will be stated on your booking. If you need equipment carriage for your skis or snowboard, this will be an additional option and cost which can be selected at the time of booking or before the balance deadline.

Almost all the airlines we book flights with charge for the carriage of ski or snowboard bags, if this is not selected at the time of booking you can book this when you arrive at the airport however this will be at a higher fee.

When will I receive my flight details?

Depending on your group, flight details can be distributed to you and your fellow passengers in various ways. When booking on to your trip if there is only one flight option these details will be provided at the time of booking along with the other inclusions of the base price for your trip, these will also be stated on your NUCO booking confirmation.

If there are several flight options for you to choose from when booking you can view these by logging into to your NUCO account and managing your booking here if this is before your balance deadline.  If you have booked a holiday through our holidays department and are not travelling with a university we will issue you a flight confirmation with these details after your balance deadline.

Holiday cancellations

What happens if I want to cancel my holiday?

If you are no longer able to travel on your holiday and wish to cancel your place you can do so by logging into your NUCO account here.

The following charges apply for all holiday cancellations:

Cancelling 36 days or more prior to departure: cancellation fee would be the deposits paid

Cancelling 35-29 days prior to departure: cancellation fee would be 60% of the total holiday cost

Cancelling 28-15 days prior to departure: cancellation fee would be 80% of the total holiday cost

Cancelling 14 days or less prior to departure: cancellation fee would be 100% of holiday cost

These charges may be covered by your travel insurance so we recommend getting in touch with your insurance provider to see if you are able to make a claim. If you have taken out NUCO travel insurance please click here to find a copy of the policy and a helpful information guide.

Alternatively, passengers can transfer their booking to someone else by processing a name change up to 48 hours before departure. For more information please see the name change details on our website here.

What is a name change and how do I process one?

A passenger can transfer their booking to someone else by processing a name change. This can be done up until 48 hours before your departure day.

For passengers travelling by coach, train, airport transfer or arranging their own transport a name change is free of charge if processed 35 days or more prior to departure, within 35 days of departure and up to 48 hours before departure a fee of £50 will apply. Passengers travelling by air must also cover the cost of the airline name change fee, this cost can differ between airlines and can increase the nearer to departure this is completed.

A name change can be processed by logging into your NUCO account here up until the payment/ balance deadline where changes to the booking can still be made. Once logged into your account, click on ‘name change’ on the booking summary page where you will be prompted to supply the name and email address of the person you wish to take your place. Alternatively, if you are friends with them on Facebook you can send a message through our booking system with instructions on how to process a name change.

Once you have completed the above and initiated the name change via the NUCO booking system you must complete the following steps:

[1] The recipient of the name change must have an online account with NUCO, if they do not have one they can create one at https://accounts.nucotravel.com/
[2] The recipient must be logged into their NUCO account to be able to accept the name change. Once logged in they must either click ‘Accept namechange’  on the email they have received or click the namechange link they have been sent on Facebook.
[3] Acceptance by the recipient triggers a final email from NUCO to the donor.  To complete the namechange the donor must click ‘Confirm namechange’ in this email.
[4] The name change is now complete with NUCO. All that is left for the donor and recipient to do is sort out the transfer of monies between them. NUCO Travel accepts no responsibility for the transfer of funds between booking donor and booking recipient when processing a name change.

If you are wanting to process a name change after the payment deadline both parties will need to confirm the name change by emailing info@nucotravel.com accepting all pre-booked options including rooming allocations, transport options, equipment hire and the payment conditions. It is the responsibility of both parties to arrange payment between themselves.

Click here for more information and examples of the name change process.

Holiday details and confirmations

Can I change my room allocation?

The rooming allocation process is pre-agreed with either your committee or group leader so that you can allocate yourself into specific rooms or apartments with friends, if you are staying in more than one apartment that is. The allocations will be open for a set amount of time and this can vary from a day to a week depending on group size.

Before the allocations open you will be sent an email advising you of the process, including dates and times of when the allocation will open and close. If you do miss this time slot we will do everything we can to allocate you with friends, however, this cannot be guaranteed after the specified closing time.

When booking has closed we confirm the exact number of beds for the exact number of passengers therefore we do not have spare beds to be able to move people, however, we can look at swapping rooming allocations around but you would need to find someone willing to swap yourself and we would require email confirmation from you both that you are happy to swap, this confirmation can be sent to info@nucotravel.com. We do need to take into consideration the other passengers in rooms as well so again this may not always be possible but we will do our best to allocate you where you want to be.

We would also recommend that if you are wanting to swap or change rooming allocations that you make sure you have informed NUCO of this so we can ensure that our system is up to date and accurate to avoid any issues with returns of damage deposits.

How does NUCO organise room allocation?

Room allocations are organised and completed online through your NUCO account after the balance deadline and booking has closed. You will receive an email from NUCO informing you of the date in which your room allocations will go live along with clear instructions on how to book yourself into a friendship group and/or specific apartment with friends.

We always try our best to keep rooms close together as they are seen online during room allocations however, it is not always possible depending on residence layouts and the specific apartments we are given.

What facilities will my accommodation have?

Depending which resort and residence you are staying in, facilities can vary. However, it should not be assumed that amenities such as bed linen, towels, cleaning or cleaning provisions, WIFI, televisions or more than one set of keys will be provided. Unless specified at the time of booking, all packages are based on full occupancy which can sometimes necessitate two persons sharing a double bed as well as sofa beds and bunk beds being used in apartments.

If you are staying in self catered accommodation you will have a small kitchenette that will have cooking utensils, crockery, pots,pans, fridge and in most cases a solid plate hob, again this can vary depending on the accommodation you are staying in.

It is the responsibility of each passenger to report any damage or issues within their apartment directly to the residence reception or agency. This should be done promptly and no later than 24 hours after arrival. Residences reserve the right to categorise any issues not reported within 24 hours as non pre-existing and you may be charged. Reporting such issues to a NUCO representative will not alleviate the passengers this responsibility.

When will my accommodation be available?

In most cases, keys to accommodations will be available from 5pm on your day of arrival and check out will be 10am on your day of departure.

In the unlikely event that it is not available by 5pm, we will work closely with the reception and the residence agency to get these available as quickly as we possibly can and keep you updated.

When will my travel details be confirmed?

You will receive a lot of information at the time of booking, when you pay your deposit to confirm your place on a trip and receive your booking confirmation.

The payment/balance deadline and booking closing, in most cases, will be 5 weeks before your departure date at which point we will consolidate all bookings and booking options, this will be the last time you will be able to add, remove or amend booking options. The balance deadline will always be stated at the bottom of your booking confirmation email.

If you are travelling with a university or large group you will receive an eTicket 14 days prior to departure with all your travel details. Smaller groups which have booked through our holidays team will receive travel details through email confirmations and their group leader 21 days before departure.

Will I have a rep in resort?

Depending on how many passengers we have in specific resorts on each week throughout the season it may be that there is no NUCO rep in resort with you and your group. We do have a resort support SMS and telephone number that you can contact us on as well as the NUCO Head Office number with any questions or queries.

Please note that none of the below contact numbers are an emergency contact number and should you have an emergency please call the European Emergency Service number 112.

Resort support phone number: +44 1614023601
Resort support SMS number: +44 7537402607

NUCO Head Office phone number:+44 1614023600

How to claim a refund

How do I claim my damage deposit back?

When a damage deposit is returned you will receive an email stating this along with a link to submit your bank account details to claim your refund back if you are due one.

If you have missed this please submit your bank account details here and we will process your refund. This can take up to 7 working days to fully process and after this the details you submitted will be deleted.

If you have an Irish or International bank account please make sure to submit these on the International banking tab completing details such as your IBAN, BIC/SWIFT, bank name and bank address.

My outstanding balance on my booking is a minus, why?

If after you have paid your full balance on your booking you change or remove any of your booking options that reduces you total package cost you will be due a refund and therefore this will state a minus sum on your outstanding balance. For example, changing your travel insurance, lessons, equipment hire etc.

To claim your refund please submit your bank account details here if you have an Irish or International bank account please make sure you submit your details on the International banking tab completing details such as your IBAN, BIC/SWIFT number, bank name and bank address.

Refunds can take up to 7 working days to fully process and credit your bank account, as soon as this has been refunded the details you submitted will be deleted.

Lessons and workshops

How do I allocate into a lesson or workshop group?

NUCO Lesson will be grouped and allocated by the experience class you have selected on your booking.

The different experience classes are;

Total Beginner –  No previous experience at all.

Beginner – Some experience in a snowdome or dry-ski-slope, but not able to link turns.

Class 1 –  Can link turns on green and blue runs.

Class 2 –  Can link turns on blue and red runs.

Class 3 –  Can link turns on red and black runs.

Please note all lesson groups will only ever be for the same experience class, these will not be mixed abilities. If you have selected the wrong experience level, if before the balance deadline, you can change this and manage your booking here. After the balance deadline has passed we will confirm with the ski school in resort all requirements and therefore amendments cannot be made.

 

My friends are in a different lesson group as me, can we be in the same group?

The lesson groups are allocated by the experience class you chose at the time of booking, we do this to ensure you get the most out of your lessons and are not in a class that is either too easy or too difficult for you.

If you and your friends are in a different group it may be that you have selected different ability levels and when allocating passenger to lesson groups the ability levels are not mixed. If there is space in another group we can look at moving your allocation however we cannot guarantee this will be possible.

Should I book lessons now or when I get to resort?

If you are wanting to book ski or snowboard lessons we would advise to book these at the time of booking onto your trip, you can add lessons, workshops and manage your booking before your balance deadline here.

After the balance deadline has passed we will confirm the number of passengers who have booked lessons with the ski school and will no longer be able to add lessons on to your booking.

If you are travelling to France, all lessons are placed with either Evolution 2 or ESF , both having the following common rules:

English speaking instructors
No more than 10 in a class
Freestyle, back country and race workshops available

If your holiday is not in France, either Andorra, Italy or Austria the local ski school in your resort will be booked for lessons.

When do my lessons start?

Lessons will almost always start on the first day of your trip. All passengers will receive an email and text message with the time your lessons are to be starting and where the lesson meeting point will be prior to your departure.

Please make sure the contact number on your NUCO account is correct as we will send information by text message to passengers on the lead up to your holiday and whilst you are out in resort, if we don’t have the correct number you may not receive important details and information.

 

Lift pass

Should I upgrade my lift pass now or in resort?

To save you time and money in resort, if available on your package, we would advise purchasing a lift pass upgrade at the time of booking to ensure your lift pass is ready for your arrival into resort. To manage your booking, and upgrade your lift pass please log into your NUCO account here. After the balance deadline a lift pass upgrade will no longer be available through NUCO. Should you still wish to upgrade after this time you can purchase from the local ski pass office in resort however the cost may be slightly more expensive.

What do I do if I lose my lift pass?

Please note the below is only relevant to French ski resorts.

When you receive your lift pass you will either receive a receipt or unique lift pass code depending on which resort you are staying, we would recommend writing this down or taking a picture of these details as this will be linked with your individual, original lift pass. If you lose your lift pass you can go to the local lift pass office and produce either your receipt or code to get a replacement. If you do not have these you will not be able to get a replacement lift pass and will have to buy a new lift pass for the remaining days of your holiday that you wish to ski.

If you are in Andorra a replacement lift pass is not an option so please keep your lift pass safe at all times, replacing this can be expensive!

When will I receive my lift pass?

If you are travelling with a university group or a large holidays group where you have received eTickets, you will receive your lift pass when you get to resort, this may be whilst you are on the coach up to resort or when you arrive in resort.

If you have booked on to a group trip with our holidays team your group leader will receive a voucher and details of where to collect all your groups lift passes, this can very between resorts but all information will be passed to the group leader and trip organiser.

Name change

Processing a name change with a passenger on the waiting list.

If you have a booking that you are wanting to process a name change with and find someone to take your booking but they are already on the waiting list for this trip the name change process is slightly different.

The standard name change fees would still apply, if processed 35 days or more prior to departure this is free of charge, and within 35 days of departure and up to 48 hours before your departure date, there will be an admin fee of £50 to process. If you are wanting to process a name change this way please email info@nucotravel.com and we can process this manually for you and apply any relevant charges and/or refunds onto NUCO accounts for you.

The option to process a name change is not available on my NUCO account, how do I process the name change?

If you are processing a Name Change within 35 days of travel, this will be after your balance deadline, you will no longer be able to process this yourself online through your NUCO account and booking.

To process a Name Change within 35 days before you travel, both yourself and the recipient of your booking will need to confirm the name change by emailing info@nucotravel.com accepting all pre-booked options including rooming allocations, transport options, equipment hire and the payment conditions. Booking options cannot be amended after the balance deadline. It is the responsibility of both parties to arrange payment between themselves. NUCO Travel accepts no responsibility for the transfer of funds between booking donor and booking recipient when processing a name change.

What is a name change and how do I process one?

A name change is where you can transfer a booking over from one person to another, this can be done up until 48 hours before your departure.

For passengers travelling by coach, train, airport transfer or arranging their own transport a name change is free of charge is processed 35 days or more prior to departure, within 35 days of departure and up to 48 hours before departure an admin fee of £50 will apply. Passengers travelling by air must also cover the cost of the airline name change fee, this cost can differ between airlines and can increase the nearer to departure this is completed.

A name change can be processed by logging into your NUCO account here up until the payment deadline where changes to the booking can still be made. Once logged into your account, click on ‘name change’ on the booking summary page where you will be prompted to supply the name and email address of the person you wish to take your place. Alternatively, if you are friends with them on Facebook you can send a message through our booking system and your NUCO account, the same as above, with instructions on how to process a name change.

Once you have completed the above and initiated the name change via the NUCO booking system you must complete the following steps:

[1] The recipient of the name change must have an online account with NUCO, if they do not have one they can create one at https://accounts.nucotravel.com/
[2] The recipient must be logged into their NUCO account to be able to accept the name change. Once logged in they must either click ‘Accept namechange’ on the email they have received or click the namechange link they have been sent on Facebook.
[3] Acceptance by the recipient triggers a final email from NUCO to the donor. To complete the namechange the donor must click ‘Confirm namechange’ in this email.
[4] The name change is now complete with NUCO. All that is left for the donor and recipient to do is sort out the transfer of monies between them. NUCO Travel accepts no responsibility for the transfer of funds between booking donor and booking recipient when processing a name change.

If you are wanting to process this after the payment deadline both parties will need to confirm the name change by emailing info@nucotravel.com accepting all pre-booked options including rooming allocations, transport options, equipment hire and the payment conditions. It is the responsibility of both parties to arrange payment between themselves.

Click here for more information and examples of the name change process.

NUCO loyalty discount

Can I apply the discounts if I use a different NUCO account? An account with a different email address and user ID?

No, you must use the same NUCO account that has your previous bookings on to be able to apply  your discounts. Any issues with this, please contact our customer service team via the below.

Do group leaders get loyalty discount?

Yes, the loyalty discounts work the same way for all passengers.

How do I apply the loyalty discount?

Simply click “apply discount” at the basket stage of your booking and add your booking reference number from last seasons trip.

I went on a NUCO trip last season, how much discount do I get?

If you travelled with NUCO last season, season 2018-19 you will receive a discount of £10.

What is NUCO loyalty discount?

We believe returning customers should be rewarded so this year we are offering all passengers that travelled with NUCO during the 2018-19 season a £10 loyalty discount. This discount can be added at the time of creating your booking.

Own transport

I have selected NUCO transfers, what time should I book my flight for?

If there is an option for you to select NUCO transfers on your package the transfer departure times and the airport will be stated at the time of booking, these can be found on the transport section of your booking. We will also advise on the below;

Outbound Transfer – The time the transfer is due to depart the airport along with the time we advise that your flight lands by to ensure you have enough time to get through immigration and collect your luggage.

Inbound Transfer -The time the transfer is departing resort and due to arrive at the airport and again the time we would advise to book a flight from to ensure you are at the airport for the standard two hours before your departure.

I’m arriving/ leaving resort at different times to the rest of my group, how do I get to resort and/or the airport?

If you are arriving or departing resort in the middle of the week there are different modes of transport you can use depending on the time, day and where it is you are travelling to. Please see below some transfer companies we would recommend that can do mid week transfers, they may require booking 48hours prior to departure so we would advise to book these in advance either online or at the bus station in resort;

Altibus – French Resorts

AndBus – Andorra Resorts

Depending on the resort you are going to there may also be local buses, these times would need to be checked with the resort tourist office as times can change season to season.

Alternatively you can also look at traveling by train, you can check times and fares here.

Please note that NUCO will not be able to pick up or drop off passengers at the airport or book individual transport options outside of your booking package.

We would also ask that you inform NUCO Travel prior to your groups departure of your expected day of arrival and departure if you are not going to be in resort with the rest of your group for the duration of the trip.

I’m booking my own flights and have selected own transport, can I book onto a NUCO transfer?

If you have decided to make your own way to resort, depending on your package, airport transfers may be available.

If transfers are available this will be an option on the transport section of your booking, it will also state which airport the transfers are from/to and the date and time of these transfers. We will advise what time the transfer is leaving and suggest a time your flight either lands or departs. The reason we advise these times is to ensure you have enough time to go through passport control, immigration, collect your bags and for your inbound journey, be at the airport for check in the standard 2 hours before your flight departs.

After the balance deadline has passed and the booking has closed we will confirm all requirements for these transfers and amendments will no longer be possible.

Want to book your own transfers? Please see the below transfers companies we would recommend if not booking onto a NUCO transfers;

bensbus – French Resorts

Altibus – French Resorts

AndBus – Andorra Resorts

Please ensure you check the day and date your group are due to arrive in resort, if they are traveling by coach they will usually be arriving into resort the day after they depart the UK, this will usually be a Saturday or Sunday although, some NUCO trips arrival dates can differ depending on the resort and what was agreed with your committee or group leaders.

Payments

I’m having issues making a payment online.

You can make a payment online and manage your booking here.

If the option to make payment is not visible on your booking please go to EDIT to ensure all booking options and questions have been selected and answered, you can check this by looking at the question tabs on the top of the page, if all questions have been answered a green tick will appear, if not, a question still needs to be answered. When you have gone through all questions and all tabs have a green tick please save changes, you will then be able to make a payment online.

What happens if I can’t pay my balance by the payment deadline?

If you are having trouble making your payment by the deadline, please get in touch with NUCO immediately. If you just need a little more time, we will do our best to accommodate this (although not always possible), however it will incur a £20 late fee.

When is my final balance due?

Your final balance is due 5 weeks before you depart for your holiday. You have the ability to make staggered payments up until this time at which point all your options will need to be confirmed and you must make your final payment.

The exact date your final balance is due will be stated on the bottom of your booking confirmation email. Leading up to your balance deadline if you still have an outstanding balance we will send you an outstanding balance reminder email.

Failure to pay your balance by this date will result in a £20 late payment fee, and the possibility of losing your place altogether and no refund of your deposit, so don’t be late!

Questions about NUCO

Do I need to be a student to travel with NUCO?

Not at all! We do run a lot of university trips but we also specialise in bespoke ski holidays and Urban city breaks for any size and reason. Last season over 20% of our passengers were not university affiliated, just groups of friends or colleagues so please don’t hesitate to get in touch with the team at holidays@nucotravel.com or by completing a Quote Request Form

How do I become a NUCO rep?

To join the NUCO team please see the reps section on our website here.

Our applications usually open around May and close again in August, we receive 100’s of applications so if you are interested in joining NUCO in the mountains, riding a beer bike through the streets of Berlin or flipping burgers on a beach in the south of France after a hard day in the surf then make sure you don’t miss out on applying to join the NUCO reps team.

How do I book a holiday with NUCO travel?

The easiest thing to do is to complete a quote request form. We will do our best to get back to you within 24 hours with a full quotation which will include prices for any extras such as ski hire, lessons etc.

What is the NUCO academy?

Every year the NUCO academy is made up of around 8 extremely talented and determined individuals across the UK. Males and Females, skiers and boarders. These 8 athletes are chosen by ourselves to represent NUCO in UK competitions, alpine events and generally be ambassadors for the ever progressing freestyle scene.

NUCO riders are sent out for a week of intense freestyle coaching, this year they headed to Les Arcs 1800 spending as much time on and off piste as possible.

For a little bit more information and to see this years and previous years riders please see here.

Like the sound of becoming a NUCO rider? Register your interest by emailing us at info@nucotravel.com titled ‘FAO NUCO Academy’ with any photos or edits to support too!

Quotes

I completed a quote request form, when will I receive my quote?

We aim to have a quote over to you within 24 hours of receiving your quote request form, leading up to the winter season we do receive an increased number of requests so the response time can be a little longer but we will do our best to get a quote over to you as quickly as possible.

If you would like to chase up your quote or if you have any amendments you would like to make to your initial request please contact our holidays sales team at holidays@nucotravel.com

Please send me a quote.

To request a quote please either complete the below quote request form, if you are not a university group you can also contact our holidays team directly at holidays@nucotravel.com

Quote Request Form

 

Register a complaint

How do I make a complaint about my Insurance?

If you have a complaint about the insurance you have selected please direct this to travelagencyteam@endsleigh.co.uk as soon as possible so they can address any issues you may have. Please include details such as your name, contact details and the nature of your complaint.

Register a Complaint

We are really sorry that you have an issue to raise with us.

If you are currently in resort please contact your NUCO representative, NUCO head office on 0161 402 3600 or by emailing info@nucotravel.com with as much detail of your issue as possible and we will do what we can to assist and resolve this.

If you are not in resort please complete our register a complaint form here and we will come back to you as soon as possible and within 7 days.

Schengen Visa

How do I apply for a Schengen VISA? will NUCO do this for me?

All passengers that require a Schengen VISA for their holiday must apply for this themselves. NUCO can and will provide supporting evidence and confirmation for your trip, on request, to assist you with this.

We would recommend applying for your VISA as soon as you confirm your NUCO booking as it can take sometime to arrange an interview with the relevant embassy.

Please find further details on the below website:

https://www.schengenvisainfo.com/

If you VISA is denied NUCO Travel will not be held liable for any costs already paid towards your NUCO holiday booking.

What is a Schengen VISA and do I need one to travel?

The Schengen Area covers most of the European Countries with an exception made for the United Kingdom and the countries that are soon to be part of this agreement as Romania, Bulgaria, Croatia, Cyprus and Ireland.

If you are not a citizen of a country in the Schengen area you may be required to obtain a Schengen VISA to travel to your holiday destination.

Please see the below link to find out more:

https://www.schengenvisainfo.com/

Where can I find the travel details for my trip that I need to apply for my VISA?

Please email our customer service team by clicking the email us button below, after you have created and confirmed your booking, with your booking reference number requesting your holiday details to assist you in applying for your VISA, we will then be able to supply you with a document containing the following information:

Passenger name
Group name
Booking reference
Travel Dates
Resort
Mode of transport
Countries you will travel through
Accommodation
Accommodation contact number and address
Travel insurance provider and policy number
Total package cost
Total package paid
Summary of holiday itinerary

As your booking is part of a group booking NUCO do not issue individual passenger booking invoices other than the original confirmation email, this means we will not be able to provide you with any documentation direct from our suppliers for any transport or accommodation.

 

Travel

Can I bring my skis or snowboard with me on the coach?

Equipment carriage can be booked before the balance deadline by managing your booking through your NUCO account here. Due to weight and space restrictions, only those passengers who have pre-booked equipment carriage slots at the time of booking are permitted to bring skis or a snowboard on the coach
Equipment must not weigh more than 18kgs and must not exceed the dimensions: 2m × 0.35m × 0.25m.

There is limited space on coaches for equipment carriage therefore this does have to be restricted and if capacity is reached for your group it may mean that you will not be able to take your own equipment.

Anyone carrying ski or snowboard boots must ensure they are packed within their main hold bag, and not in a separate boot bag, even if you have pre-booked an equipment carriage slot.
If you have a large coffin style equipment carriage bag, this must be your only bag, and you must have pre-booked an equipment carriage slot.

Can I change my coach allocation?

When allocating passengers to coaches we work closely with group leaders and committee members in order to try and keep accommodation and friendship groups together.  If, upon receiving your e-Ticket, you notice you are not allocated with your friends, this may well be because of your selected pick up and/or drop off point as not all coaches will be doing the same route. If you do want to change your allocation to be on the same coach as your friends this will depend on availability, as most coaches will run at full capacity.

To request a change, please email info@nucotravel.com and we will try our best to accommodate you.

Can I change my coach pick up and drop off location?

Coach pick up and drop off points can be changed by yourself up until your holiday balance deadline by managing your booking on your NUCO account here. Once the balance deadline has passed and the booking has closed, it may still be possible to change this depending on the route the coach is taking and the size of the coach and group size. In this case, email your request to info@nucotravel.com and we will do our best to accommodate you.

How long will the journey to resort be?

If you are travelling by coach the journey to resort will generally take approximately 15 hours from leaving Calais, the ferry port in France, this journey time can and generally does change depending on how busy the ferries and roads are, this 15 hours includes some stops along the way. As all groups have their own specific pick up points ranging from all corners of the UK and travelling to various resorts we cannot advise a general journey time from start to finish.

If you are flying, again depending on the resort you are travelling to and if you have an airport transfer included or selected, the journey time can vary but will be approximately 3-5 hours taking in to consideration the possibility of busy roads and bad weather.

I’m taking the coach out to resort but now want to fly home, can I get on a NUCO airport transfer?

When your balance deadline has passed and booking closed, we will confirm all booking options including all transport options and amendments will no longer be possible however you can contact NUCO on the below or by emailing info@nucotravel.com and we can see if we are able to add transfers on for you.

If you are already out in resort and want to add a NUCO transfer on to your booking please contact us as soon as possible to enquire about adding a transfer as it’s likely if we do have any seats available these will be limited and we cannot guarantee or reserve places. If we are able to add a transfer on for you, the cost of the transfer will be added on to your NUCO booking and this will need to be paid before you travel or you will not be allowed to board. It is worth noting that if you need to book a public transfer yourself, that is if NUCO do not have any available seats, these generally have to be booked at the bus station or online 48 hours prior to departure.

If you are changing your transport option after your balance deadline we will not be able to offer a refund and adding transport on to your booking may also include a charge which will need to be paid straight away.

What is the baggage allowance for passengers travelling by coach?

All coaches have limited space and so each passenger is only permitted one hold bag and one smaller bag to carry on board. Hold bags must be soft shell (any hard shell bags will be refused) and must not exceed 76cm x 45cm x 45cm, and around 18kg or approximately 110 litres. Ski or snowboard boots must be packed within hold bags and not in a separate boot bag.

Only pre-booked ski and snowboard carriage will be permitted on the coach, this will be checked on eTickets when boarding the coach. All passengers are responsible for their own luggage at all times, ensuring bags are not left unattended and that they are loaded onto the coach in the UK and in resort. Please do not ask friends to take your luggage to resort or back to the UK on their coach for you as this will not be allowed, you need to travel with your own luggage.

What time does my coach depart and arrive back in the UK?

Coach passengers will receive an eTicket 14 days prior to departure detailing departure times and locations.

Due to possible bad weather or traffic conditions in both the UK and throughout Europe to resort it is very difficult to advise on an exact time coaches will be arriving in resort and for the inbound journey specific drop off points in the UK. We would therefore advise that if you are booking any onward travel you do so for the following day or purchase an open ticket to avoid missing any trains, buses or flights you book.

Please note that we are unable to provide any departure or arrival times until 14 days before your holiday.

Travel insurance - booking insurance, questions and queries

Are my personal electrical items ( laptop, phone, GoPro etc) covered on the NUCO Insurance policies?

Personal electrical items such as the ones mentioned in the question are not covered by the NUCO Insurance, to find out exactly what is covered please find these stated on the general inclusions and exclusions on the insurance documents, these can be found here.

If you did want to insure your personal electrical items we can suggest Endsleigh Gadget Insurance that covers various items, please be aware that this cover would be completely separate from NUCO and is a policy and agreement with yourself and Endsleigh Insurance.

To find out more about this and to be directed to Endsleigh Insurance, please click here.

Can I remove NUCO Insurance from my booking?

Yes – If you have selected one of the NUCO insurance policies you have a 14 day ‘cooling off’ period from the date you confirmed your booking to remove this. We ask that you provide us with your alternative insurance details, insurance provider and policy number, if you are not taking NUCO insurance.

Please complete this form to submit your details. Assuming that you are within the 14 day cooling off period the NUCO insurance option will then be removed from your booking and updated with your new details within 24 hours.

After the 14 day ‘cooling off’ period from the date you confirmed your booking has passed we will purchase this insurance and therefore will no longer be able to remove from your booking however this can be cancelled but the cancellation fee from Endsleigh is £20 as stated on the last page of the insurance document.

Do I need to have travel insurance? is an EHIC (European Health Insurance Card) enough to travel with?

It is a condition of booking on to any NUCO trip that a passenger has valid travel insurance.

The safety of all passengers is our primary concern and for this reason you must, if you have your own insurance, confirm your insurance provider and policy number or you can select one of the NUCO insurance policies available at the time of booking. Furthermore, having insurance will offer peace of mind for the passenger and their family.

It is not a condition to have an EHIC card to travel with NUCO, we have many passengers that are not European and therefore would not qualify for one of these cards however if you do qualify we would strongly recommend making sure you have one and that this is up to date.

The medical facilities in resort are private, as such if you needed any treatment this needs to be paid for by someone. Even in the state funded facilities in the valley, the EHIC card does not cover all health costs, typically it will cover 80% with the last 20% required to be paid for. EHIC also does not cover repatriation costs, loss of possessions, trip cancellation, personal liability and a number of other areas that your travel insurance DOES cover. As such it is vital that you have adequate insurance in place, ideally alongside your EHIC card so you can use them in tandem.

If you have lost your EHIC card or it has expired you can apply for a new one or renew your card on the official government website for EHIC’s here. You can also find information on this website if you have lost or had your card stolen or to get further information about the EHIC.

I am a non-UK resident, can I still purchase NUCO Insurance?

Yes the group policies that we provide are designed to cover all UK and Non UK residents.

I purchased NUCO Insurance on a previous trip, am I covered for more than one trip?

The NUCO insurance policy is a group policy and is single trip cover, this means that it is only valid for one trip. If you are booking more than one trip with NUCO over one season and wish to purchase one of our policies taken out with Endsleigh you will need to purchase this on all bookings.

What activities am I covered for as standard with no additional upgrades?

The standard and superior NUCO policies cover the following activities;

Dry slope skiing, ice skating, kick sledging, ski – blading, skiing/ snowboarding on piste, skiing – mono, skiing/ snowboarding – off piste with a guide, *sledging pulled by dog, horse or reindeer as a passenger, snowboarding, snow shoe walking.

Please note that cover under section 7 – Personal liability is excluded where a passenger is participating in any sport or activity marked with *.

What is the 14 day ‘cooling off’ period?

The 14 day ‘cooling off’ period is from the date you confirmed your booking and selected NUCO insurance to the date we purchase this insurance on your behalf. During this cooling off period we advise you read through the policy you have selected, this can be found here, to ensure this is the right policy for you. If you decide this is not the policy for you then this can be removed from your booking within this 14 day cooling off period and you can supply us with your alternative insurance details, such as your policy provider and policy number as it is a condition of your booking that you have appropriate travel insurance in place. You can do this by completing the alternative travel insurance form here, this will then be removed within 24 hours.

After the 14 days have passed we will no longer be able to remove any NUCO insurance that has been selected as this will already of been purchased on your behalf.

 

What is the insurance period of cover?

Cancellation cover is valid from the time you are accepted for cover (this is from when you confirm your booking) and shall end when you leave your home and start your journey.

For all other sections of the group policy, the insurance will commence when you leave your home to start your journey and ends at the time of your return to your home in your home country on completion of the trip. Any trip that had already begun at the time of you being accepted for cover will not be covered.

When is the latest I can add NUCO Insurance to my booking?

You can add NUCO travel insurance onto your booking up until your day of departure, this needs to be selected and purchased before you leave your place of residence to begin your journey to resort.

If you are adding this onto your booking before your balance deadline, 35 days before departure, you can log into your NUCO account here to manage your booking and add this yourself however after this date we will need to add this manually so please contact NUCO directly to do this. Please note that you need to be able to pay for the added NUCO insurance straight away if this is after your balance deadline.

We would advise that you read through the different NUCO policies we have available as well as the other travel insurance FAQs before adding any insurance to your booking, these can be found here.

Why choose NUCO Travel Insurance?

It is extremely important to make sure you have adequate travel insurance prior to traveling even if you choose to not purchase NUCO Insurance.

The NUCO Travel Insurance is a group policy that is provided by a third party called Endsleigh Insurance. We have worked very closely with Endsleigh to create bespoke policies for NUCO Travel and we believe these offer great cover which ever policy you may decide to choose.

Endsleigh has been insuring trips for over 45 years and they have a reputation in the UK as being one of the premier providers of insurance which comes from being able to draw on that wealth of experience, they are also the recommended insurer by NUS (National Union of Students).

Please see the different policies we can provide here.

Travel insurance - contact details and insurance policies

Endsleigh and CEGA contact details

CEGA (emergency assistance company in the event of a medical emergency)
+44 1243 621 058
assistance@cegagroup.com
www.cegagroup.com

Making a claim with Endsleigh Insurance
https://www.endsleigh.co.uk/personal/travel-insurance/forms/travel-claim-form/
+44 800 923 4046

Endsleigh questions and queries
+44 1242 866616

What is my insurance policy number?

As the NUCO Insurance is a group policy you do not have an individual policy number. NUCO Insurance is taken out with a third party called Endsleigh, Endsleigh will validate your cover by your full name and your date of birth.

The only policy number you may need will be the master policy number which can be found on the Statement of Insurance document on the copy of the policy, please also see these below.

STANDARD Wintersports Insurance Policy – NS9 0046052

SUPERIOR Wintersports Insurance Policy – NS9 0046060

STANDARD Urban Insurance Policy – NS9 0046037

SUPERIOR Urban Insurance Policy – NS9 0046045

SURF AND SAIL Essential Cover Policy – NS9 0046029

SURF AND SAIL Comprehensive Cover Policy – NS9 0046011

Where can I find a copy of the NUCO Insurance policy?

Please find a copy of all the NUCO insurance policies available and some helpful information here.

If you have already purchased NUCO insurance the type and level of insurance you have selected will be stated on the booking confirmations you have received and can also be found by logging into your NUCO account here and by going to manage my booking.

Travel insurance - making a non-emergency claim on your return home

How do I make a non-medical insurance claim?

If you need to make a non-medical insurance claim please do this as soon as possible after the incident and within 31 days of the incident. Please make sure you keep a copy of any police reports.

You can complete a claim form here or visit the claim centre here.

If you would like to contact Endsleigh Insurance directly you can do this by emailing travel.claims@endsleigh.co.uk or by telephone on 0800 923 4046.

Travel insurance - upgrade and activity packs

Can I upgrade my insurance policy to superior cover or add on an activity pack?

Yes you can upgrade to superior cover or add an activity pack on to your booking, this can even be done whilst you are out in resort however, you must already have the NUCO standard cover purchased before you leave your place of residence to begin your journey to resort.

To upgrade or add an activity pack on to your booking, if before your payment deadline, you can do this on your NUCO account and booking here. After your booking payment deadline, please contact the NUCO office directly on the below with your booking reference number, this can be found on your booking confirmation, if you advise us of the upgrade you would like we can can add this onto your booking, please be aware that to you will need to be able to pay for the upgraded option straight away.

You can find all NUCO insurance policies here.

I am taking part in some skiing/snowboarding events on my trip, do I need to add on an insurance activity pack or is this covered as standard?

If you are booked on to the Varsity ski trip and are taking part in any of the races and/or sports events and have taken out either the NUCO standard or superior insurance you will also be covered for:

• Big air
• Giant slalom
• Skier/border-cross
• Slalom
• Slope style

PLEASE NOTE THIS IS ONLY VALID DURING THE PLANNED RACES AND EVENTS AND SHOULD YOU WISH TO DO ANY OF THE ABOVE PRIOR OR POST THE PLANNED RACE OR EVENT YOU WILL NOT BE COVERED AND THEREFORE SHOULD MAKE SURE YOU HAVE SUITABLE INSURANCE COVER.

What activities am I covered for if I select the Activity Pack 3 or 4?

Endsleigh cover a wide range of activities as standard and additional activities if you have selected the Activity Pack 3 or Activity Pack 4. Please see below examples but check the policy wording for full details:

Activity Pack 3 – This additional activity pack covers freestyle skiing/snowboarding including the park.

Activity Pack 4 – This activity pack covers freestyle skiing/snowboarding, and skiing/boarding off piste without a qualified guide.

Please note that cover under section 7 – Personal liability is excluded where a beneficiary is participating in any sport or activity marked with *.

You can only add an insurance activity pack on to your booking if you have the standard or superior NUCO insurance. If you want to add either of our insurance policies or one of the activity packs on to your booking, if this is before your balance deadline you can add this yourself by managing your booking here but after the balance deadline you can contact NUCO directly on the below and we will add this to your booking and take payment.

Travel insurance - what to know whilst in resort

How do I make a claim or request assistance in the event of a medical emergency?

All medical emergencies are handled by Endsleighs’ emergency assistance service called CEGA who operate a 24/7 operation for medical emergencies.

CEGA are the people you need to speak to should you want to utilise the emergency, winter sports medical cover included in your insurance policy. Their staff are medical trained and multilingual so are perfectly placed to support you in an emergency while on holiday with NUCO Travel.

In the event of a medical emergency please first call the emergency service on 112 if in Europe and then contact the emergency assistance service team on telephone number +44 (0) 1243 621 058

You will also need to provide them with your personal details such as full name as per your passport and your date of birth. You will also need to give them a brief summary of your medical condition, your current location, and the names and contact details for any medical facilities and/or doctors that have already been involved. CEGA will also need to know your inbound travel dates, travel method, flight details (if applicable), resort, accommodation, nationality, normal country of domicile, and passport details (including any current visas)

Important information and frequently asked questions

Please see our insurance page on our website for copies of the different insurance policies available and our Passenger Insurance Guide which should help in answering many questions about the process of speaking with Endsleigh and/or CEGA whilst you are in resort.

NUCO Travel Insurance

Passenger Insurance Guide

What should I carry with me during my trip?

We strongly recommend you take your mobile phone out with you when skiing or snowboarding and add the CEGA Assistance medical helpline number +44 1243 621 058 to your contacts.

If you choose to ski without your mobile, we would advise writing your policy number down and keeping it safe in your pocket with your ski pass and EHIC card (if you have one). We would also advise that you ski with access to money at all times, if you have an accident, although you are insured, you may need to pay for the services you receive and claim the costs back on your return.

What should I do if my baggage, money, passport or travel documents are lost, stolen or damaged?

If your baggage, money, passport or travel documents are lost, stolen or damaged the traveller MUST report this to the local Police in the country where the incident occurred within 24 hours of discovery, or as soon as possible after that and obtain (at their own expense) a written report of the loss, theft or attempted theft.

If Baggage is lost, stolen or damaged while in the care of a carrier, transport company, authority, hotel or the travellers accommodation provider the traveller MUST report to them, in writing, details of the loss, theft or damage and obtain (at their own expense) written confirmation of the loss. If Baggage is lost, stolen or damaged whilst in the care of an airline the traveller MUST: a) obtain a Property Irregularity Report from the airline. b) give formal written notice of the claim to the airline within the time limit contained in their conditions of carriage (please retain a copy). c) retain all travel tickets and tags for submission if a claim is to be made under this group policy

The traveller MUST provide (at their own expense) an original receipt or proof of ownership for items lost, stolen or damaged to help support the claim.

It is important to note that personal money and passport cover is only applicable with Superior cover and any claims made will still incur the insurance excess unless an excess waiver is/was purchased at the time of booking.

See section 5 and 6 on the insurance policy documents here for more information.

Username and password

Are my personal details secure?

NUCO will never store any of your details without your permission (Facebook is very good at not letting that happen anyway) and will never require you to supply any data that you wouldn’t have otherwise had to fill in anyway.

How do I reset my password?

By logging in via Facebook, customers do not need to remember another username or password. If you have an created an external account manually and have forgotten your password, simply click the ‘Forgotten your details’ on the account login box and enter your email address. We will then send you a password reset token.

Why do I log in with Facebook?

Logging in via Facebook saves you time as you can access your NUCO account with only one click. It also means you are less likely to forget your username and password as both accounts are linked.