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Cetursa Sierra Nevada customer service

Complaints and claims

We want to make it easy for you to send us your complaints about any of our services.

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Request for allegations 2020-21

If you need to submit any allegations, you can do so with this form.

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Refunds

We want to facilitate the return process and for this we need you to send us the information in this form.

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  1. A single access to the mechanical ski lift involves use of the ski pass and prevents exchange or return.
  2. The number of unused days of a ski pass from 1 to 7 consecutive days may be redeemed before the end of the current season by the same holder, as follows:
    • In the case of a ski pass purchased through a travel agency you will have to request a 'Letter of Non-Use' at the general ticket offices to deliver to your travel agency, always waiting on the last day of the validity of the ski pass.
    • In case of non-opening of the station, the customer who acquires his FF at general box offices, at-ticketiers or as holder of the Sierra Nevada Club Card, may choose to return by retarification on the last day of validity of his FF.
    • Except in the cases detailed in the above points, in general you will not be entitled to a refund, refund or redemption, in whole or in part, compensation or compensation:
      • Any ski passes used
      • Offer and/or promotion ski pass with particular restricted conditions.
  1. Retarification, where applicable, is the difference between what is paid and the price of what is used at official rates on the day of the acquisition of the FF (e.g. a 5-day ski pass and because of a non-opening day, the retarification applied is the price difference between the 5-day ski pass and the price of the remaining 4 days).
  2. It is available up to 15 days after the closing date of the current season for filing applications

COVID GUARANTEES

Sierra Nevada wants to guarantee the use of the products purchased. For this reason, we offer a compensation table for season passes in the event of a worsening of the pandemic that could affect the normal operation of the ski resort. 

COMPENSATION TABLE FOR 2021/22 SEASON SKI PASSES IN THE EVENT OF A COVID-19 SCENARIO

HOW MANY DAYS HAVE I BEEN ABLE TO USE MY SKI PASS IN SIERRA NEVADA? COMPENSATION / REFUND OF UNUSED SKI PASSES
A) Only from 0 to 30 days 100%
B) Only from 31 to 60 days 80%
C) Only from 61 to 90 days 50%
D) Only from 91 to 120 days 25%
E) More than 120 days 0%

* Compensations / refunds will be made by re-pricing, applying the following rate: Adult: 51 € / day, Child: 34 € / day, Senior: 41,50 € / day.

Example: a customer with renewal of FF Season in advance purchase and who has skied 10 days, with a closing scenario in the month of February: purchase 1.250 € -20% = 1.000 €.

Compensation (the resort having been open from 61 to 90 days): 10 days x 51 € = 510 €> February 50%> 1.000 € - 510 € = 490 € / 50% = Return 245 €.

In general, the season pass will be considered amortized by the use of 21 days (it is considered used when the pass is activated with the passage through a winch / day)

LONG TERM SKI PASSES (10, 15 AND 20 DAYS)

1.- The days acquired and not used in this season, on Long Term ski passes (10, 15 and 20 days), may be accumulated * for the following season, provided that a new product of equal or longer duration is acquired again.

(*) This measure will be taken as a general rule (COVID scenario or general use).

Translated with www.DeepL.com/Translator (free version)

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