"Do not book with this company"

Do not book with this company. We had a chalet and ski passes booked through a broker in St Anton for March which were cancelled due to COVID-19. Powderwhite have refused to refund anything, even the lift passes and have not responded to any emails since the country went into lockdown. Most reputable companies are offering either credit notes or alternative weeks for the 2021 season, but not powderwhite. They are quite happy to take your money, but do not care about their customers or any good will they may have generated. I would not recommend booking with them in the future.

"Refusal to refund - this is fraud"

Following hours on the phone, this company has refused to offer our group a refund following the cancellation of our trip due to Coronavirus. No services were provided and Powder White made no effort to work with us to allow us a refund for the actual expenses incurred (i.e. their staff). To profiteer off people who now need to worry about paying their own bills as they are furloughed or fired is completely immoral.

DO NOT BOOK WITH THIS COMPANY IN THE FUTURE - their terms and conditions allow them to take your money and not refund you.

"Do not book with this company ."

Please do not book with this company. Our holiday was cancelled by them after paying the full amount of over £7,000 and Duncan their sales manager just told me to claim on my travel insurance which is not designed to pay in these circumstances.What about their company insurance cover?I suggest they go bankrupt and then we can all make a claim. Absolutely no refund or replacement offered. Other similar companies have offered the same booking for 2021. Not Powder White. Their web site says they are an Independent Ski Tour Operator and they are trying to weasel out of refunds by saying they simply book accommodation. Very poor behaviour. It is clear their directors Claire Elizabeth Freeland and Fraser David Ewart-White (main shareholder) are just trying to profiteer from Covid-19. They should be disgusted with themselves. Watch those names as directors of other "Tour Operators" as no doubt they will appear under other names having ruined the reputation of this one. If any one wants to join a class action I will start a group on snowheads.

"Very disappointed in Powder White"

Very disappointed in Powder White. I would have thought they would take into consideration how this worldwide Convid 19 Virus has affected EVERYONE's financial situations and at least offer to postpone our stay or give a partial refund - ANYTHING. But unfortunately, they have decided to TAKE ALL of our money with no negotiation it feels like theft. I will never be using this company again and highly suggest you steer clear of them!

"Book for 2021 at your own peril"

I would strongly advise against anybody using Powder White. They have flat out refused any goodwill gestures in light of their cancellation of our holiday in Val d'Isere. We were a group of 16 that paid them >GBP 12k in advance as well as EUR 790 for taxi transfers. They have not offered to refund a penny of any of these expenses.

I see them copy/pasting the same cookie cutter responses that they gave us to others who they have treated similarly. Things like "it's regrettable" that we haven't taken out insurance. In reality several of us had insurance and none of these companies are paying out for COVID-related virus cancellations, so I can only assume they are lying or using one off exceptions when telling us "Those who have taken out insurance are already being reimbursed for their loss and are very understanding of our situation."

Also, not sure I understand their comment that they can't issue any refunds as they'd be taking a "double hit" as our holiday has already been paid for. What does this even mean? We paid for our trip in full and received nothing in return. With this approach they are in a better situation than they were previously as they no longer need to purchase any food or drinks or have staff working the chalets for our stay. I also presume that they aren't still going to be arranging for a EUR 790 transfer to and from Geneva airport that they won't refund us for. The fact that they haven't offered even partial refunds or credits for future trips is a terrible way to treat customers.

Very shortsighted for Powder White to think that screwing its customers now will put them in a better position to survive through this crisis. And yet they are actively advertising for 2021 holiday bookings when claiming to us that they may struggle to survive as a business. As such I can only assume that they would be happy to screw those currently booking for 2021 as well. (And I'm sure if they do survive they will reach out to us to offer us a refund for 2020... I won't hold my breath).

"DO NOT BOOK WITH POWDER WHITE"

Our skiing holiday has been cancelled due to the Coronavirus and that is unfortunate and not the fault of Powder White but their response has been appalling. Having paid In full almost £7000 and to be told very flippantly that no refunds will be made Go through your insurance is disgraceful. They literally do not care!! No formal email has been received or letter to confirm that they will not be giving refunds which we could present to our insurers. I do not believe they can’t recoup any costs I believe they are stealing our money. I have had wonderful responses from ESF ski schools refunding monies paid and apologies and refunds from airlines with similar messages.

Do not use this company or anyone associated with the company in future years they are a disgrace.

Lorraine S

"Avoid this company at all costs"

Avoid this company at all costs! We booked with them during Christmas & New Year, 3 weeks we stayed in Val d’Isère and it was a complete disaster! The Chale staff was totally untrained and even stole our food!

I wrote a lengthy email complaining about our experience, the worst we ever had, spending an average of 7 weeks a year in Val d’Isère over the past 13 years! All I got was an excuse!! No refund, no nothing, just a apology email.

Unfortunately my wife had booked another holiday with them for Easter 2020, 3 weeks. They insisted we pay the full amount or we might lose out so she forked out 8.000£ already last year. Now the French closed their borders and they refuse to give us a refund?! Telling us to contact our travel insurance?! Which we don’t have, only when we go traveling..

We used PowderWhite in the past but their service has become increasingly unprofessional over the past years, we shall never ever book with this company again, that’s a promise.

I’ve been in the tourism industry for 3 decades, I run a luxury resort in Kenya, yet I’ve never come across a more unprofessional company such as PowderWhite. As for ourselves, we repaid each and every booking we had to cancel, did we need to do this; NO. But it was the right thing to do as we appreciate the loyalty of our customers.

So please heed my words, save your money and book with someone else, Powder White totally ruined our last skiing holiday.

"DO NOT BOOK WITH POWDER WHITE: No refund offered despite not being able to provide us the accommodation we paid for..."

We booked a whole chalet in St. Anton which has now been closed due to the coronavirus outbreak. This is obviously in no way the fault of Powder White, however, the way that they have handled the situation has been appalling.

They have refused to offer a refund or any sort of compensation, despite the fact that we have paid them in excess of £13k for accommodation that they are now unable to provide us, simply stating that "we are not giving refunds". How a company can justify choosing to keep such large sums of money from their customers is shocking. However, what is even more shocking is that they have provided no explanation as to why they feel justified in not refunding customers.

I have a similar chalet organised through a different tour / chalet operator in St Anton for the week before the trip with Powder White, and they got in touch immediately stating that they would be offering either a full refund or the chance to change resorts or move the booking until next year.

On top of all this, Powder White are still advertising ski holidays to other resorts on their site, which they must know are likely to be cancelled due to the Coronavirus outbreak.

"Victoria to the rescue!"

Tried, but failed, to book what I was looking for online, so I called the hotline. Victoria was very helpful, got on the case quickly, and helped me find what I was looking for. She called back within 15 minutes to confirm by booking. A nice, easy process. Thank you!

"VICTORIA WAS VERY HELPFULL AND KIND"

VICTORIA WAS VERY HELPFULL AND KIND
I ASKED HER 100 QUESTION HE ANSWERED ALL OF THEM VERY NICELY
SHE WORKED VERY HARD TO FIND ME OPTIONS

TAHNKS ALOT TO HER