FAQ Frequently asked questions

FAQ

  1. 1. You have questions, requests or comments?
  2. 2. Where is the WinterCARD valid?
  3. 3. In which period is the WinterCARD valid?
  4. 4. How does the WinterCARD differ from the "normal" WinterCARD Gold?
  5. 5. Does the sale of the WinterCARD Gold also follow the crowdfunding principle?
  6. 6. Is there an own WinterCARD rate for kids / adolescents?
  7. 7. Are there alternative skiing pass offers for kids?
  8. 8. How old do I have to be to order a WinterCARD / WinterCARD Gold?
  9. 9. Can I order for a bigger group (i.e. family members, friends)?
  10. 10. How can I order the WinterCARD / WinterCARD Gold?
  11. 11. How can in recognize, if my order was successfully completed?
  12. 12. I’m already a WinterCARD cardholder. How can I upgrade to WinterCARD Gold?
  13. 13. Why can’t I upgrade my WinterCARD to a WinterCARD Gold?
  14. 14. When can I redeem the WinterCARD Gold benefits for online order?
  15. 15. Is a downgrade from WinterCARD Gold to WinterCARD possible?
  16. 16. What to do when your card is lost or stolen?
  17. 17. Can I also take out a skiing pass insurance?
  18. 18. Why didn’t I receive an order confirmation per e-mail?
  19. 19. Can I cancel my order?
  20. 20. Can I transfer the WinterCARD / WinterCARD Gold to another person?
  21. 21. My last name / my address / my e-mail address has changed. How can I modify my WinterCARD personal details?
  22. 22. What guidelines must the photos comply with??
  23. 23. What is the WinterCARD registration?
  24. 24. In which cases can’t I register my WinterCARD in the web shop?
  25. 25. Where can I find my pickup code (voucher)?
  26. 26. Where can I pick up my WinterCARD?
  27. 27. Do I have to pick up my WinterCARD personally?
  28. 28. I cannot open my voucher. Why?
  29. 29. I have not received a voucher yet. Why?
  30. 30. How do I get to my account??
  31. 31. When will my SwissPass be charged?
  32. 32. How can I check if my SwissPass has been successfully charged?
  33. 33. What payment methods are there?
  34. 34. When is my credit card charged??
  35. 35. I have a question about my credit card statement. Whom do I contact?
  36. 36. Why was my credit card declined?
  37. 37. How do I receive my bill?
  38. 38. Can I look at my bill (PowerPay) online?
  39. 39. My billing address is wrong or changed. Where can I change that??
  40. 40. How can I subscribe to the newsletter?
  41. 41. How can I unsubscribe?
  42. 42. How can I change the language of the newsletter?

1. You have questions, requests or comments?

Our customer service is there for you Monday to Friday from 9:00 am to 5:00pm: support@saas-fee.ch


2. Where is the WinterCARD valid?

The WinterCARD is valid in the following areas of the Saastal: Saas-Fee, Saas-Almagell and Saas-Grund


3. In which period is the WinterCARD valid?

The WinterCARD is valid from 01.11.2017 until 15.04.2018.
The pickup in Saas-Fee is possible from 1 November 2017.
You can receive all information about the operating and opening times of the ski resorts at: www.saas-fee.ch/en/skifahren/timetables/


4. How does the WinterCARD differ from the "normal" WinterCARD Gold?

The WinterCARD Gold can be bought as an upgrade for the WinterCARD. The upgrade costs CHF 111. The WinterCARD Gold includes many additional benefits and strongly discounted products, that make the skiing vacation for the guest much more attractive. The upgrade is valid for one winter season.


5. Does the sale of the WinterCARD Gold also follow the crowdfunding principle?

No, all orders are immediately valid and binding.


6. Is there an own WinterCARD rate for kids / adolescents?

In the use of the WinterCARD, there is no distinction between kids, adolescents and adults. The rate is the same for all age groups. Therefore, all WinterCARDs (also for kids / adolescents) are issued with the rate name "Adults".


7. Are there alternative skiing pass offers for kids?

Parents can use the following offers directly in Saas-Fee:

  • Provided that at least one parent owns a valid WinterCARD / WinterCARD Gold, they can buy for their kids (up the age of 8.99 years) the day ticket for CHF 15.-/day directly at the ticket counters of the mountain railway in Saas-Fee.
  • The skiing pass is free for kids up to the age of 5.99 years. The child’s birth date (not the year of birth) is significant for it.

Order WinterCARD


8. How old do I have to be to order a WinterCARD / WinterCARD Gold?

Orders under 18 years of age are not possible. Ask an adult to place the order and personalize the WinterCARD to you as the card holder.


9. Can I order for a bigger group (i.e. family members, friends)?

Yes, this is possible. Per ordering process, you can order up to 5 WinterCARDs. During the ordering process, you can personalize the WinterCARDs to family members and/or friends.


10. How can I order the WinterCARD / WinterCARD Gold?

You can order your personal WinterCARD / WinterCARD Gold for the winter season 2017/18 via our our Online Shop.


11. How can in recognize, if my order was successfully completed?

Please check your e-mails and verify if you received an order confirmation via e-mail. It can take up to 10 minutes until this systematically sent e-mail arrives. Important: Please also check your spam/junk folders. Furthermore, you can examine order details, voucher and tickets in your customer account at any time. The input of your e-mail address and password is necessary for the login to the customer account. Should you have forgotten your password, you can request a new one via the link "Forgot your password?".


12. I’m already a WinterCARD cardholder. How can I upgrade to WinterCARD Gold?

An upgrade to WinterCARD Gold is only possible when you already own a valid WinterCARD for the winter season 2017/18. Is your WinterCARD expired and therefore lost its validity, an upgrade is not possible. You can check if your WinterCARD is qualified for an upgrade directly in your customer account (under "My WinterCARDs"). At valid WinterCARDs, the button "Upgrade" will be displayed. Click this button to order your WinterCARD Gold upgrade for the winter season 2017/18.


13. Why can’t I upgrade my WinterCARD to a WinterCARD Gold?

An upgrade to WinterCARD Gold is only possible with valid WinterCARDs. Is your WinterCARD already expired and therefore lost its validity, an upgrade is not possible.


14. When can I redeem the WinterCARD Gold benefits for online orders?

Many of the WinterCARD Gold benefits are already booked directly on the WinterCARD and are available at the season start (1. Novermber 2017). Already in the following weeks, additional benefits and discounts will be gradually activated. You will be informed about the activation via e-mail.


15. Is a downgrade from WinterCARD Gold to WinterCARD possible?

No, a downgrade is not possible.


16. What to do when your card is lost or stolen?

Have your lost your WinterCARD or was it stolen? Please report the loss/theft at the valley station in Saas-Fee or directly to: support@saas-fee.ch
After the check of your cardholder data and blocking of the lost/stolen WinterCARD, a replacement card will be issued. In such a case, costs of CHF 5.00 apply for issuing a substitute card..


17. Can I also take out a skiing pass insurance?

Between the purchase of your WinterCARD season card and your departure, a lot of things can happen (illness, accident, death in the family). Therefore, we recommend you to protect yourself against many eventualities and take out a cancellation insurance – for example via the "Europäische Reiseversicherung": www.europaeische.at
Additionally, you can take out an insurance for the entire validity period of your skiing pass. You can find information’s, services, costs on the site www.skicare.ch. Please note that: All contracts are concluded directly with the respective insurance provider and do not apply for the rescission of reservations/orders/purchases. For additional information or in the case of damage, please contact the insurance provider directly. You can also take out an insurance directly at the box office in Saas-Fee.

18. Why didn’t I receive an order confirmation per e-mail?

Before you contact our customer service, please make sure that the following points are true respectively checked by you:

  • In case you don’t find the confirmation order in your inbox, please check your spam/junk folders.
  • As a customer, you can easily log into your customer account with your e-mail address. A list of all your orders can be found under the link "My Orders", provided that they were successfully completed.

19. Can I cancel my order?

Cancellations are not possible. The liability of your order is pointed out in our terms and conditions. If you suspect that an accidental double booking exists, please contact our customer service: support@saas-fee.ch


Personalize WinterCARD


20. Can I transfer the WinterCARD / WinterCARD Gold to another person?

A transfer of the WinterCARD / WinterCARD Gold to another person is possible, however only when the option "Pickup at the valley station" was chosen and before the production of the card (= activation and print of the WinterCARD). A SwissPass charge cannot be transferred to another SwissPass. The personal data can be changed until the production at the following places:

  • in the customer account (under "My WinterCARDs - Details - Edit")
  • at the Ticket Pickup Terminals in Saas-Fee
  • at the counters of the valley station in Saas-Fee
After the pickup (production) of the WinterCARD, a transfer of the WinterCARD to another person is not possible. With a SwissPass charge, the transfer of the WinterCARD to another person generally not possible.

21. My last name / my address / my e-mail address has changed. How can I modify my WinterCARD personal details?

Modification of the personal details is possible, however only when the option "Pickup at the valley station" was chosen and before the production of the card (= activation and print of the WinterCARD). In case that the WinterCARD / WinterCARD Gold was charged on your SwissPass, manage your personal details directly in your SwissPass customer account: www.swisspass.ch


22. What guidelines must the photos comply with?

Format: .JPG, .JPEG, .PNG / in color / not more than max. 15 MB

  • The photo shall not be older than six (6) months.
  • The photo must be in colour and in good resolution (not blurred or pixelated).
  • The photo must have no damage or impurities.
  • The photo must not be over- or under-exposured.
  • Your head must face the camera directly, with full face in view and take up 60% to 70% of the photo.
  • Your eyes must be open and clearly visible.
  • You cannot wear sunglasses, ski googles or tinted lenses.
  • You cannot wear a helmet, hat or head covering. Head coverings are only allowed if worn for religious reasons or medical purposes and if they do not conceal facial parts.
  • The background of the photo should be plain white or light grey.
  • Photos taken by smartphone or tablet cameras are permitted, if they meet the requirements.
  • In case of a low-quality photo, you may be asked to try uploading a new one or to make a new photo when you pick up your card.

In case of violation of the photo policies or low quality, you may be asked to try uploading a new one or to make a new photo when you pick up your card. Please note that the WinterCARDs can randomly be inspected at counters or ski lifts in order to confirm the identity of the cardholders.


Register WinterCARD


23. What is the WinterCARD registration?

If a family member or a friend ordered the WinterCARD for someone, but they would like to manage it themselves and maybe also upgrade to the WinterCARD Gold, they can move it in their own customer account. Provided that their WinterCARD is valid for the current winter season (not expired), you can register your WinterCARD on the following site: www.saas-fee.ch
You only need your skiing pass number and your date of birth for the registration of your WinterCARD.


24. In which cases can’t I register my WinterCARD in the web shop?

A registration of the WinterCARD can fail in the following cases:

  • The WinterCARD is a replacement card, that i.e. was issued due to a loss / theft at the valley station in Saas-Fee.
  • In order to buy the WinterCARD, no online order was completed, but a print order form was filled out and submitted in Saas-Fee.
  • During the pickup at the valley station in Saas-Fee, the WinterCARD was transferred to another cardholder.
In these cases, please contact our customer service: support@saas-fee.ch

Pickup WinterCARD


25. Where can I find my pickup code (voucher)?

If you have ordered a WinterCARD and chosen "Pickup", you can download and print out your WinterCARD voucher directly from your customer account (under "My WinterCards"). The pickup in Saas-Fee is possible from 1 November 2017.


26. Where can I pick up my WinterCARD?

The WinterCARD can be picked up with the pickup code or by showing the printed voucher at the issuing points during the usual opening times. The issuing stations and Pickup Terminals are at the valley station of the Alpine Express. The pickup in Saas-Fee is possible from 1 November 2017.


27. Do I have to pick up my WinterCARD personally?

Your WinterCARD can also be picked up by someone else (family member / friend), provided the personalization of the WinterCARD is properly completed by you as a cardholder. A correct and complete personalization of the WinterCARD to a card holder is obligatory. Until the (production) of the WinterCARD is completed, you can complete or change the personal data of the cardholder directly in your customer account (under "My WinterCards - Details - Edit"). You can also upload a photo of the cardholder.


28. I cannot open my voucher. Why?

If it is not possible to open your voucher, it is most likely that you do not have a program to view PDF files. We recommend that you download Adobe Acrobat Reader®, which is available for free at Adobe: http://get.adobe.com/de/reader/


29. I have not received a voucher yet. Why?

The WinterCARD voucher is not sent by e-mail. You can view, download and print your voucher at any time in your customer account (under "My WinterCards"). In the case of early bookers, the voucher is not activated until shortly before the start of the season..


30. How do I get to my account??

You must enter your email address and password to log in to your customer account. If you have forgotten your password, you can use the link "Forgot your password?" to request a new one.


SwissPass


31. When will my SwissPass be charged?

If you ordered a WinterCARD and chose the "SwissPass charge" option, your SwissPass will be automatically charged after the successful completion of the order. The processing time can take up to 10 minutes in certain cases. In the case of early bird purchases, the SwissPass charge is applied just before the beginning of the season.


32. How can I check if my SwissPass has been successfully charged?

Please contact the Swiss Federal Railways (SBB) directly: http://www.sbb.ch/swisspass


Payment methods


33. What payment methods are there?

We accept credit card payments: Visa, MasterCard, PayPal


34. When is my credit card charged?

Your credit card is charged immediately after the completion of your order. You can see the debit on your next credit card statement.


35. I have a question about my credit card statement. Whom do I contact?

Please contact our customer service: support@saas-fee.ch


36. Why was my credit card declined?

In the following cases, a verification of the credit card validation can fail:

  • The purchaser data (first-/last name, address, date of birth, etc.) is not complete respectively not entered exactly. Please pay attention to the use of capital and small letters.
  • The credit card owner and the purchaser are not identical.
  • The credit card details (card number, expiration date, CVV) are not complete respectively not entered exactly.
  • The credit card limit was exceeded. Please check if you made any typing errors, forgot or accidently added a blank space.
Should a new attempt not lead to a positive result, please choose another payment method (if available) or contact our customer service: support@saas-fee.ch

37. How do I receive my bill?

You receive an order confirmation immediately after the completion of your order via e-mail. It can take up to 10 minutes until this systematically sent e-mail arrives. Important: Please also check your spam/junk folders.

If you chose the payment method "Pay per Invoice (PowerPay)" during the crowdfunding campaign "We-Make-It-Happen", our payment provider PowerPay sent you the bill by mail. If that applies to you, we recommend paying the entire invoice amount (open balance) directly after receiving the bill, to avoid possible default interest and reminder fees. The payment period is always the end of the current month. If the order confirmation is, for example, delivered to you on 01.05.2016 per mail, the bill arrives around 15.06.2017 and is payable until 30.06.2017. Please bear in mind that the bank transfer can take 2-3 work days depending on your bank. For payments that are registered after this period, according to the terms and conditions, reminder fees occur.


38. Can I look at my bill (PowerPay) online?

If you chose the payment method "Pay per Invoice (PowerPay)" during the crowdfunding campaign "We-Make-It-Happen" and as soon as your bill was delivered by mail, you can retrieve it online via your PowerPay account at any time: https://services.mfgroup.ch/de/monatsrechnung
Your PowerPay monthly bill number and PowerPay account number is needed for the login. Both numbers are printed on the bill that you received by mail. On the following site, the structure of your bill and of the payment slip is explained: https://www.powerpay.ch
If you have any questions about your PowerPay bill (reminder fees, default interest, etc.), please contact our payment provider PowerPay, giving the order-and invoice number, directly: info@powerpay.ch


39. My billing address is wrong or changed. Where can I change that?

In case you moved or mistyped during the entry of your billing address, you can change it in the address book of your customer account. A modification of the billing address in your customer account does not affect completed orders retroactively.

If you chose the payment method "Pay per Invoice (PowerPay)" during the crowdfunding campaign "We-Make-It-Happen", please contact our payment provider PowerPay directly, so that your bill is delivered to the right postal address: info@powerpay.ch.
Please mention your order number and order data (name, e-mail, address, date of birth) in the request.


Newsletter


40. How can I subscribe to the newsletter?

Visit the site www.saas-fee.ch, enter your e-mail address in the newsletter input box and click on the "Subscribe to Newsletter" button.


41. How can I unsubscribe?

To unsubscribe, please click on the "Unsubscribe Newsletter" link. The unsubscribe link is at the end of each newsletter.


42. How can I change the language of the newsletter?

Please contact our customer support service at: support@saas-fee.ch