Frequently Asked Questions

Booking Your Holiday

• Can I book with you even if I am not from the UK?

  Of course! ​UCPA UK is the British partner of the UCPA which is a French organisation. We sell the exact same holidays at the same prices, the only difference is we speak English, all our communications and booking confirmation emails are in English and our prices are defaulted to GBP currency. It is possible to view the prices and pay in euros if you prefer, simply change the currency via the drop down option at the top of the web page. We do also add the Saturday arrival as standard as the majority of our clients are travelling from out​side of France and don't want to miss a day on the slopes because of travel. In the Summer, early arrival can be added on as an optional extra.Therefore if you want to travel to a UCPA centre and prefer to make the booking in English opposed to French, then you are welcome to book your holiday with ​UCPA UK.

• Why are your holidays so cheap?

  The UCPA is actually a not for profit organisation, hence the low prices. They keep prices as low as they can - the instruction is provided by “in-house” instructors, the equipment is bought in bulk and UCPA get a great price on lift passes. The main saving is in the “no-frills” accommodation – you have to clean your own room, the food is buffet style and you have to clear your own table – this allows the prices to be kept at low as possible. 

• Can I book a twin room?

  The majority of bedrooms in the UCPA centres are multi share, meaning the rooms are shared by between 3-8 people. Most centres (excluding Les Arcs and Val d'Isere) have a limited number of private 2 person rooms available for an extra fee. These rooms are available only to pairs booking together  - both people must select twin room from 'room options'  when booking and pay the extra supplement.

  Twin rooms do sell out quickly especially on busy dates therefore if this option doesn't appear in the room options then unfortunately it isn't available. Using the quick search on the home page or the advanced search option you can search for twin room availability.

• Which resort should I pick?

  Each resort has it's own characteristics and advantages which makes it perfect for someone. Whether you are after a vibrant night life, alpine charm, a beginners area or it's all about the off piste, there is a resort perfect for you. Try our resort finder, it takes just 2 minutes to complete and will suggest the resorts which best meet your requirements. You can then read more about suggested resorts and view the prices and availability to help you make your final decision.

   

• Can I book directly with UCPA?

  Of course you can. However, we are the UK agent for UCPA therefore you are booking the exact same packages, at the same price, the only difference is all paperwork and customer service is in English.

  Our prices are exactly the same and you can select between GBP or Euro currency. We automatically add the Saturday 'early arrival' to your booking as we expect you will want to arrive on time to hit the slopes first thing on Sunday morning after a good night sleep. If you would prefer to arrive on Sunday, no problem just let us know once you have booked.

   

• Is my money safe with Action Outdoors ?

  We hold an ATOL Licence issued by the government Civil Aviation Authority CAA department. Our licence number is 9658. You can check if any operator holds a valid licence on www.caa.co.uk

   

  Total Payment Protection (topp) Policy cover:

  In compliance with the UK Package Travel, Package Holidays and Package Tours Regulations 1992 and the Civil Aviation (Air Travel Organiser’s Licensing) Regulations 1995 an insurance policy has been arranged with Travel & General Insurance Company plc, authorised and regulated by the Financial Services Authority, to protect customers’ prepayments in the unlikely event of our financial failure and paid in respect of:
  • flight inclusive packages commencing and returning to the UK 
  • non-flight inclusive packages commencing and returning to the UK
  • the ground handling aspects of packages where the customer is responsible for arranging travel to the destination 
  • accommodation only holidays
  offered in this brochure/literature/document/on this website (subject to the terms of the insurance policy), for: 
  • a refund of such prepayments if customers have not yet travelled, or
  • making arrangements to enable the holiday to continue if customers have already travelled, or 
  • repatriation of customers to the UK
  Customers’ prepayments are protected by a topp policy. In the unlikely event of financial failure please contact the claims helpline on  0870 0137 965. A copy of the policy is available on request.

• Can I pay in installments?

  The UCPA require a £100 deposit to secure your place on the holiday. The final balance is required 8 weeks before travel. If you prefer to pay by instalments you can pay in two 50% instalments.  The first 50% must be paid by 8 weeks before travel and the final installment, making up the full balance due, must be paid in full at a minimum of 4 weeks before travel.

  We try our best to contact everyone 8 weeks before they travel when payment is due. However sometimes due to incorrect contact details this isn't possible.  Therefore it is your own responsibility to diarise when your balance is due and to make sure you make the payments on time. If you do not pay for your holiday on time and we can not get hold of you we will be forced to cancel your holiday and you will lose any previous payments made. Therefore if you do receive reminders or answerphone messages, please contact us immediately so we can come to an arrangement with you. It is better for us that you attend your holiday and have an amazing time than we lose your money in fees to the UCPA! 

• I’m already a good skier/boarder – why should I take any lessons?

  The great thing about the UCPA courses is there truly is a level for everyone, even real experts. The 'regular' instruction levels range from beginner to expert. The expert groups are usually made up of skiers/boarders who have grown up in the mountains and/or worked a number of seasons. The more advanced groups are unlike a regular ski school, they are fast paced, searching out the best terrain and working to perfect technique. The courses are mostly piste based but they will spend some time off piste and in the park. Everyone, even experts, develop bad habits or have slight weaknesses - the instruction will help you iron these out and become even stronger. 

  The UCPA also has a number of more specialist courses for advanced or expert skiers and snowboarders; ski touring, splitboarding, off piste, off piste steeps, off piste high mountain and speed riding to name only a few. Even true experts will be pushed to their limits with these courses.

  Taking part in a course is highly recommended. It's a great way to get to know other people at the same level as you, to push your limits and develop your skills and they give you the opportunity to explore the area under the guidance of a local expert. You don't have to attend every session, if you want to take the morning off to ride alone, no worries just let your instructor know.

• I am under 18 or over 39 can I book with the UCPA?

  Yes! The UCPA was originally set up to encourage young people aged 18-39 to get involved with adventure sports and to make top resorts and quality coaching more accessible and affordable.  

  There are a number of UCPA+ courses which are open to people aged 18-55. Please do contact the office if you would like more information.

  For those who are aged under 18 there is a Youth Programme which provides options for 15-17 year olds travelling independently.

• How do I get to the resort?

  You can pick from a number of travel options: own travel (sort yourself out), fly to the nearest airport and take an airport transfer to resort (we can assist with the transfers) or take the Snow Express coach from London (book this through us).

  Own Travel

  Select this option if you are going to make your own way to resort, whether it be by plan, bus, train or car. We will send you the address and details for parking. A great option if you are familiar with the area, enjoy a road trip and there are a few of you travelling together. 

  Transfers

  If you plan to fly to the Alps you must arrange transport from the airport to resort and back. We can arrange airport transfers on your behalf with one of our partner suppliers. Alternatively you can plan your own transfers if you prefer. Before booking flights make sure the airport is easily accessible from the resort and you are aware of any limitations with flight times - all transfer information is outlined on individual resort pages under the 'getting there' tab. To book an airport transfer through us select the correct option under 'travel options' on the booking page. If this option isn't displayed it may not be available for the package you have selected. We will take your flight times and book your transfer for you.

  Coach

  Snow Express provides coach travel from London to a number of resorts in the French Alps. The coach departs London on Friday evening arriving in resort Saturday afternoon. The coach normally departs resort on Saturday evening giving you a full day on the slopes, arriving back in London late Sunday morning. You can book your Snow Express journey through UCPA UK as part of your holiday booking, just select London Coach Travel from the booking options. 

• I’m a complete beginner – should I ski or board?

  A very good question, but it's hard for us to answer for you. Everyone has different preferences and find different disciplines/positions more natural. Surfers and skateboarders for example tend to find the snowboarding stance more natural. But the general consensus is skiing is easier to start with, with less falls, but progression to a more advanced level can be slower. Where as snowboarding is more difficult to begin with, with harder and more frequent falls, but once mastered progression to a high level is much quicker.

  Although technology is changing, at present there tends to be more opportunities for skiers to progress beyond 'normal skiing' and to break into the world of ski mountaineering or ski touring (using special skis to allow you to hike where lift access is not available). Splitboards (boards that split into skis for the same hiking purposes) are becoming more common however the technology is still fairly new, expensive and less convenient. It's not uncommon for boarders to switch to skiing when they get to an advanced level and want to explore more of the mountain. This is of course only a concern for those who are looking into the future!

• Can I learn to ski & board on the same holiday?

  We wouldn't advise anyone to try to learn to ski and snowboard on the same holiday. It takes time to build the basics and begin to progress, trying to do this with 2 sports is too much at one time.  It is best you concentrate on one discipline and try to master it well. Usually people find once they have established a good level of one the other is quicker and easier to learn.  The UCPA doesn't allow you to switch between skiing and snowboarding lessons during your stay. You must select the course/sport which you wish to concentrate on for the week. You may be able to switch your kit for the day but this is at the discretion for the UCPA staff and we would only recommend doing so if you have experience with both - otherwise you risk hurting yourself and ruining the rest of your holiday.

• Why is there a difference in price between skiing & boarding?

  Boarding equipment is more expensive than skiing and is not so adaptable, however the difference is normally very small. The price difference still applies even if you bring your own board.

• I'm a student, can I get a discount?

  The UCPA is not for profit therefore they are unable to offer additional discounts. They do however offer a number of specific student courses which are lower in price. The student places are available for any students aged 18-25 with a valid student card. The places are limited and only the course options advertised are available.

• What level am I/what course can I join?

  If you are unsure what level of skier/snowboarder you are, you can compare your skills/experience against the UCPA ski ability levels here.

  You should make sure the course you pick is appropriate for your level. If you do not have enough experience for the course on which you are enrolled, you may be removed and allocated another without refund. 

  The course level is clearly stated within the course information on the booking page. To check the levels of any courses click on the accompanying price on the list of prices, this opens an information page.

• Can I get a discount?

  The UCPA is not for profit, hence the extremely low prices. Any profit generated is reinvested back into the UCPA to refurbish the centres. Due to the very low profit margin the UCPA are unable to offer discounts. Occasionally they may have some discounted packages due to a large amount of availability or a last minute cancellation. All special offers will be advertised on the Special Offers page.

• How do I book?

  Booking your UCPA holiday is very easy through ​UCPA UK.  All bookings are made online. Once you have found the package that best suits your needs (resort, course and date) you should click on the 'book now' button on the booking page and continue to follow the instructions.  No booking is made until a payment has been made and received by ​UCPA UK. The booking is then only confirmed once you have received a confirmation email from us. It may take up to 24 hours for us to confirm your booking with UCPA, therefore don't book your travel until you have received confirmation from us.

• I haven't received my confirmation email

  If you've waited over 24 hours and haven't received a confirmation email from us, please check your junk/spam folder first. If the email isn't in there, please contact us and we can resend your confirmation email. Sometimes confirmations can take longer than 24 hours to be sent.

Formal Questions

• What type of insurance should I have?

  Travel insurance is vital for any foreign trip, especially for winter ski and snowboarding holidays. Having adequate insurance is a condition of booking a UCPA holiday with UCPA UK. Make sure your insurance covers all the activities you intend to do - check particularly for winter sports cover and specifically off piste skiing/snowboarding cover (if you are advanced/expert level). we strongly recommend that you arrange suitable insurance soon after you book your holiday; as well as providing cover for travel disruption, medical expenses, property loss and closure of the ski area, insurance often covers any injury, personal tragedy or travel changes which requires you to cancel your holiday before departure (check limitations). Neither Action Outdoors nor UCPA are liable to give a refund or pay compensation for circumstances outwith our control e.g ski area closure due to lack or snow/extreme weather, travel delays/cancellations due to adverse weather conditions/road closures and the cancellation of a holiday by you due to injury or personal circumstances. Therefore please ensure the travel insurance you purchase provides adequate cover for all unexpected events. Read our cancellation policy for further information on cancelling your holiday.

  We advise you to read the insurance policy closely, particularly what you will receive if your flight is cancelled due to bad weather or you miss your flight due to road closures, this has caught a few people out in recent years!

  In addition to private travel insurance it is recommended all European citizens carry a valid EHIC card.

• What insurance do you offer?

  UCPA UK doesn't offer travel insurance, however we have partnered with ERV insurance to offer all of our customers 15% discount on winter travel insurance provided by ERV. It is important that before you purchase any insurance you read the policy and cover particulars thoroughly to ensure it provides adequate cover for your activities, belongings and other needs. To read more about the winter policy offered by ERV and to receive a quote please follow the below link. Any questions regarding the the insurance should be directed to ERV. When generating a quote don't forget to use marketing code ACTION15 to receive your 15% discount. 

  More information on ERV Insurance

• What is your cancellation policy?

  Cancellation by you

   

  Should you or any member of your party need to cancel your chosen holiday once it has been confirmed, the party leader must immediately advise us in writing. Your notice of cancellation will only be effective when it is received in writing by us at our offices. As we incur costs from the time we confirm your booking and may be unable to re-sell your holiday, the following cancellation charges will be payable. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost payable by the person(s) cancelling any amendment / cancellation charges which have already been incurred. Insurance premiums and amendment / cancellation charges are not refundable in the event of the person(s) to whom they apply cancelling.

  Our cancellation policies vary depending on the type of holiday your have booked, they are as follows: 

  ​

  Individual UCPA Programs

  More than 30 days prior to departure: Loss of deposit

  Between 30 and 21 days: 25%

  Between 20 and 15 days: 50%

  Between 14 and 8 days: 75%

  7 days or fewer prior to departure or in the case of absence at departure without prior cancellation: 100%

   

  Specific UCPA Family Weeks

  More than 90 days: Loss of deposit

  Between 90 and 61 days: 25%

  Between 60 and 31 days: 50%

  30 days or fewer prior to departure or in the case of absence at departure without prior cancellation: 100%

   

  Specific UCPA Student Groups

  More than 30 days prior to departure: Loss of deposit

  Between 30 and 21 days: 30%

  Between 20 and 15 days: 55%

  Between 14 and 8 days: 80%

  7 days or fewer prior to departure or in the case of absence at departure without prior cancellation: 100%

   

  Action Outdoors Adventure Programs

  More than 60 days: Loss of deposit

  Between 60 and 31 days: 50%

  30 days or fewer prior to departure or in the case of absence at departure without prior cancellation: 100%

  ​

  Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of your insurance policy. Claims must be made directly to the insurance company concerned.

  If you have to cancel then please inform us as soon as possible by e-mailing info@action-outdoors.co.uk stating that you wish to cancel your trip. Please note that we require the e-mail to be sent from same e-mail address that we have on file for the holiday booking. Contact us if there are circumstances that make this difficult.

  It’s not our goal to profit from your cancellation – in most circumstances if you can find someone to take your place then we will make a name change for only a small administration charge. It may also be possible to swap dates if there is enough time to resell your trip – contact us and we will do our best to help you.

  * If any member(s) of your party is/are prevented from travelling, the person(s) concerned will be able to transfer their place to someone else (introduced by you) providing the following requirements are complied with. We must be notified of the transfer(s) not less than [two weeks] before departure. A transfer will not be possible if there is a waiting list for places in which case the available place must be offered to the next person on that list. Where a transfer to a person of your choice can be made, all costs and charges incurred by us and/or incurred or imposed by any of our suppliers as a result together with an amendment fee of £20 must be paid before the transfer can be effected. For flight only, or flight inclusive bookings, you must pay the charges levied by the airline concerned. As most airlines do not permit name changes after tickets have been issued for any reason, these charges are likely to be the full cost of the flight. 

  Full terms and Conditions

   

• What if there is no snow?

  The UCPA has been running ski and snowboard holidays in the Alps from 50 years therefore they are experts in planning accordingly. The UCPA centres are only open during periods when adequate snow cover is expected/normally experienced. Of course unfortunately weather is never 100% guaranteed and although it is very unlikely, it is possible that on rare occasions a particular ski area/resort may experience less snow than normal causing the ski areas to close or partially close. The risk is thankfully low however during very early season and late season the risks are obviously higher and this is reflected in the demand and prices. However on the other hand fantastic conditions can be, and frequently are, experienced both during the start and end of the season so don't let it worry you or put you off! Instead we suggest you book your resort wisely and more importantly purchase good winter sports travel insurance as soon as you book your holiday. Read the policy thoroughly before purchase to find out what cover/compensation it provides during closure of the ski area. Shop around to make sure you purchase a good value policy with acceptable cover. It will be your insurance who compensates you in the event of lack of snow/closure of the ski area not ​UCPA UK or the UCPA.

  Read more about travel insurance

  However in such extreme situations the UCPA really do excel. Luckily most of the UCPA instructors also coach a number of different sports and the UCPA is likely to have a variety of other sporting kit available. Therefore if the situation is serious enough that skiing/snowboarding isn't possible they will try their best to offer alternative activities. 

• How do I make an amendment to my holiday?

  The possibility to amend a holiday will be on an individual basis depending on time till you travel, popularity of the week and reason for the amendment. We will always try and help our clients out but the earlier we are aware of any possible amendments, the easier it is for us to try and resolve them.

  If you simply need to add travel, then please e-mail info@​ucpa.co.uk and we will do this straight away (up until the week of travel when it will depend on availability)

  If you need to upgrade rooms, change course, change dates, change names etc then we have to go via the centre and UCPA HQ in Paris so you will incur an administration charge of £20 if it the amendment is feasible. 

• What happens if I need to make a complaint?

  If you have a problem with any aspect of your holiday you should first discuss the problem with UCPA staff while in resort, allowing them the opportunity to fix the problem immediately. If the staff are unable to solve your problem you should then contact the ​UCPA UK office. We aim to have any problems resolved while you are in resort.

  If you are still unhappy with the service that you have received from UCPA and we were unable to resolve the issue, please send an email on your return from your holiday explaining the situation as precisely and clearly as possible and we will pass it onto the UCPA complaints department for investigation. Please note that any complaints or requests for compensation are at the discretion of UCPA who are a not for profit organisation.

  As an ABTA intermediary we follow the guidelines set out in the ABTA code of conduct. 

  However we ultimately strive to do our best to make sure that your holiday runs smoothly, that you have a fantastic time and that you return home with only praise for the whole UCPA concept!

General Questions

• What should I expect from my holiday?

  We appreciate the UCPA concept is very different from other ski or snowboard holidays you may have been on and often the prices can seem to good to be true. Therefore we have put together information on 'what to expect' for first time travellers. Here you can read more about the UCPA, the package, the accommodation and generally what to expect!

  Please visit the individual resort pages to read more about the resort, the ski area, how to get there and the accommodation. Here you will also find an image gallery so you can view the interior and exterior of the UCPA centres. 

  The activity pages have more information on all courses available at the UCPA. Here you can read more about the ability levels and example itineraries. You can read the specifics of each course by 'clicking' on the course price on the course list. This opens the booking page which also has all the specific course information. If you are unsure of your ability compared to the UCPA levels check here.

• I’m travelling on my own – will I meet other solo travellers?

  Of course you will! A large percentage of UCPA clients travel alone - the UCPA environment is very social. The shared rooms ensure you will meet 3-5 room mates. If you take instruction (recommended) you will have the same 8-10 people in your group everyday who you will get to know very well. The UCPAs all have sociable bars where people congregate before and after meal times to share a beer. The UCPAs are really relaxed and very sociable places, the perfect environment for meeting people.

  We do have special 'Solo Weeks' - trips organised especially for people who are travelling alone. A member of the Action Outdoors team always attends the solo week to help bring everyone together and make initial introductions. These weeks are especially good for people who are nervous about travelling alone. 

• Do I need to bring a deposit?

  You will be required to leave a deposit when you check in to the UCPA. Normally the deposit is 100 euros in cash, but most UCPAs will accept £80 sterling or a passport instead. More recently UCPAs are preferring to 'swipe' a credit/debit card upon check in, just as most hotels do. You will be provided with full holiday details including the deposit requirement as part of the 'Holiday Details' email sent a few weeks before departure. 

  The deposit covers your room, equipment hire and ski pass. It will be returned to you in full once you have returned your kit, your lift pass and cleaned your room.

• What are the room sharing arrangements?

  The room sizes vary from centre to centre, to see the exact specifications of accommodation at each resort click on the 'accommodation' tab in the relevant resort page.  The rooming is handled directly by the UCPA staff in the centre and is planned a few days before arrival.

  If you are travelling with friends you should book together as as part of a group (when you login to your booking you can see your group members). The UCPA always tries to room groups travelling together in the same room. It is very unlikely but in some rare circumstance this isn't possible and friends may be roomed separately. If your group doesn't entirely fill a room you will be sharing with other people. The only way to 100% guarantee you are roomed with a friend is to book a private twin room. 

  If you are a solo traveller UCPA will ​do what they can to room you in a single sex shared room. The UCPA makes every effort to try and match solo travellers with those with the same native language and/or of similar ages. Solo travellers can't select the twin room option as this is for 2 people travelling together only.

• Are helmets provided?

  Some UCPA centres, but not all, do have helmets available for a small charge. Ask the staff in the equipment room when you collect your skis/board. If they don't have helmets available they can easily be rented from a local hire shops for a small cost (approx 20€ for the week). Wearing a helmet is a personal choice, it is not a legal requirement for adults to wear helmets in France but it is becoming more and more popular for people to do so.

• Will all my friends be in the same ski group?

  Ski and snowboard instruction groups are organised according to ability level – that way everyone is in the correct group for their ability, learning and progressing at good pace.

  When you arrive a member of the instruction team will chat to your about your level and experience. You will then be allocated a place in the correct group for your level. During the first lesson groups will be firmed up. You will remain with the same group all week.

  It may be possible to move down a group to be with a friend, but it isn't recommended. You will definitely get more out of the experience if you are in the correct group for your level. There’s plenty of time to ski outside of the lessons and you can of course take extra time off if you wish.

• What about clothing – is that provided?

  Only equipment such as skis/board, boots, poles are provided as part of the package. You need to bring with you your own personal clothing; warm base layers, waterproof and warm outerwear (jacket and trousers), goggles, gloves and long ski socks. If you don't have your own ski/outdoors clothing you must source this before travel.

  Good quality and heavily discounted ski clothing can be found in shops such as TK MAXX, in outdoor shop's sales or online. To avoid buying everything new you can hire good quality clothing from a UK based hire company. We've teamed up with SkiSmart, who've offered all UCPA customers a 10%, click here for more information. It is not very easy to hire clothing in resort, so make sure you have all your kit before you arrive.

• I’ve got my own equipment – should I bring it?

  If you have your own equipment such as boots, skis, snowboard or poles you are welcome to bring them with you. The package does include hire and there will be no discount offered for those bringing their own equipment. All ski kit is stored overnight in the locked kit room. Equipment is normally very safe here and very rarely does anyone bother to lock their stuff, however you may bring your own padlock if you wish to secure your skis/board overnight.

  The skis and boards provided as part of the package are of good quality and are well maintained. The UCPA replace 50% of all kit every year so you may well end up with brand new kit depending on when you travel. Brands can vary but Rossignol and APO are the most common.

• What should I pack?

  To help you plan what you need when in resort and what you should take with you we have put together a Kit List. Take a look at the list before you travel to make sure you have everything you need. We will send you an email called 'Joining Instructions' a few weeks before you travel. This will also have some information on what you require and a link to the Kit List.

  The UCPA equipment hire does include your boots and skis/board. You must take your own goggles, socks and personal clothing, including outerwear. If you don't have your own ski or snowboard clothing you can rent this from SkiSmart in the UK. Please arrange this before you arrive in resort as it may not be available locally. 

• My friend is a boarder & I’m a skier – will we be in the same group?

  Skiers and boarders are always grouped separately unless they have selected one of the specific 'combined ski & snowboard' courses.

  Being grouped exclusively with just skiers or snowboarders ensures all instruction is relevant for the whole group, you are taught by an expert in that particular discipline and drills/techniques can be properly demonstrated. It also allows the instructors to lead the group in terrain best for your sport (avoiding long flats for snowboarders for example!).

• What happens if I have an issue when in resort?

  If you have a problem while in resort please contact the UCPA staff immediately to report the issue. If you have a problem concerning your instruction please speak directly to the Chief Instructor. This allows them an opportunity to resolve the problem asap, while you are still in resort.

  If you find that the problem has not been resolved then please contact the UCPA UK office on +44 203 589 0145 while you are still in resort and we will attempt to resolve the issue on your behalf. The office is open Monday - Friday 9am - 6pm and on Saturdays the office is open until approximately midday. If it is out of office hours and it is an emergency i.e can not wait until the office re-opens, you can contact us on the emergency number: +44 7766812752. Please contact us when you are in resort so we can fix the problem asap and make sure you enjoy the rest of your stay.

  If you become ill whilst away, please contact your insurance company and arrange to see a doctor straight away. This will enable you, if required, to claim on your insurance for any lost days skiing and ensure you receive the proper medical attention required. The reception will be able to help arrange an appointment for you.

  If you followed advice and spoke to UCPA and UCPA UK staff while you were in resort and the issue was not resolved please email us, as soon as you return, outlining the complaint/problem clearly and precisely. We will forward this to the UCPA complaints department for consideration. Please note that all complaints and requests for compensation are at the discretion of UCPA and as a not for profit organisation reimbursement of holiday costs is unlikely, they are in a better situation to provide a credit note for a future holiday.

  We strive to make sure that all UCPA UK clients have a very enjoyable holiday and we do all we can to make sure any issues are resolved quickly.