FAQs search results

  • What should I do if I have an accident on the slopes?
    If you have an accident, you must go to the resort’s medical centre and present your insured pass. If you need further assistance, call the following number to request authorisation: +(376) 88 16 46. Please note: reimbursement will not be provided for services that are not authorised by the insurer.
  • What should I do if my pass is lost or stolen? Who should I contact?

    If your Plus+ Bike Pass  is lost or stolen at Pal-Arinsal, please report the situation as soon as possible to the Ski Pass Plus+ customer service department by using our web form or by calling +376 89 18 00 , so that the pass can be blocked to prevent possible fraudulent use. After that, you will need to go to the designated ticket offices at Pal-Arinsal to request a duplicate. 
     

  • What should I do if my payment has been rejected?

    If your payment has been rejected, it may be due to an issue with your card settings (e.g., it may require a code for online payments) or insufficient funds in your account. Additionally, some transactions to Andorra may require special permission from your bank. In this case, please contact your bank for guidance on how to resolve the issue. 

    If you have already contacted your bank and the problem persists, please reach out to us for further assistance.

  • What should I do if my Ski Pass Plus+ is lost or stolen? Who should I contact?

    If your Ski Pass Plus+ is lost or stolen at Grandvalira, Ordino Arcalís or Pal-Arinsal, please report the situation as soon as possible to the Ski Season Pass customer service department by using our web form or by calling +376 89 18 00 so they can block it and prevent fraudulent use. Then, you must go to any of our authorized ticket offices at the resort to issue a duplicate, which has a cost of €5, so you can continue skiing. You can find the detailed procedure in section 1 of the resort’s Internal Regulations. 
     

  • What should I do in case of loss or theft? Who should I contact?

    In case of the loss or theft of your season Bike Pass, the first thing you need to do is contact the season pass customer service department via web form so they can block the pass and avoid possible fraudulent use. Next, you need to go to one of the resort’s authorised ticket offices so we can issue a duplicate pass, on payment of a card issuance and administration fee of €20, so you can continue using it. You’ll find step-by-step instructions in section 1) of the resort’s internal regulations.
     

  • What ski level should I choose when booking a lesson?
    You should choose your ski level in line with the colour of the slopes: beginner if you have never skied before, green/blue if you have skied before, blue/red if you are an accomplished skier, and red/black if you are an expert skier. However, the instructor for the group lessons will always carry out a short test before starting, in order to check participants’ levels. The instructors for private lessons can easily adapt to the level of their clients.
  • What validity date must my Comu residence certificate have?

    The residence certificate issued by the Comú / Town Hall must be valid for a maximum of 3 months from its date of issue at the time of the season pass’ purchase.
    In the case of residents of Canillo, they must present the specific certificate required to obtain the season pass for the current season. 

  • When can you go mountain skiing on the slopes?
    During the resort’s public opening hours (from 9 a.m. to 5 p.m.): on the specific mountain skiing routes and the slopes authorized by the resort.
    Outside the resort’s public opening hours (from 5:30 p.m. to 10 p.m.): there are resorts that schedule specific nighttime mountain skiing routes.
    From 10 p.m. to 7 a.m. it is prohibited to go mountain skiing, either ascending or descending, in the skiable areas.
    From 7 a.m. to 9 a.m., before the resort is open, mountain skiing is permitted, except on days when the PIDA (Avalanche Intervention Plan) is triggered as a result of the conditions.
    It is necessary to find out from the resort about the opening hours and slopes that you can use, as well as any restrictions outside the public opening hours.
    It is very important that those engaged in nighttime mountain skiing are conscious of the danger that snowploughs pose for their safety, and above all, the cables that support them.
  • When is the resort expected to close?

    The planned closing date for the 2026/2027 season is April 4th, depending on weather and snow conditions.

  • When is the resort expected to open?

    The opening of the 2026/2027 season is scheduled for December 4, weather permitting. The opening hours will be every day, including holidays, from 9:00 a.m. to 5:00 p.m