We'd like to think that we've covered every eventuality within our FAQs but there may be something you need to know that we've overlooked, in which case please contact us as soon as possible.
Do you provide transfers from the French Sector of Geneva Airport?
No. Morzexpress only operate transfers from / to the International Arrivals / Departures terminal at Geneva Airport which is located in the Swiss Sector. Non-EEC passport holders should ensure that they do not require a Swiss Visa or should obtain a Swiss Transit Visa in advance of their transfer date. Failure to be in possesion of the correct visa will result in you being denied boarding to our vehicle. In this event your ticket is non-transferable and non-refundable.
I want to change my pick-up/drop-off point. Can I tell the driver
No. All changes to bookings MUST be made on-line or by telephoning the Morzexpress Office. Drivers are specifically instructed not to take messages or details of changes to bookings.
For insurance reasons your Morzexpress driver is only permitted to drop you off, or pick you up, at the address that is both shown on your ticket and printed on their passenger list. Otherwise the driver will be considered to be driving 'off-route' and will be uninsured. Therefore, passengers cannot request the driver to drop them off, or pick them up, at any destination other than that listed on their ticket (subject to accessibility).
My Flight to Geneva has been delayed. What do I do?
Should your flight be delayed to such an extent that you will miss your pre-booked transfer departure then you must send a text message to the Arrival Emergency Telephone Number given on your travel ticket as soon as you become aware of the delay. Clearly state your: Booking Reference, Name, Number of people in your party, Flight Number and your new flight arrival time. Morzexpress will then endeavour to place you on the next transfer after your new estimated time of arrival, subject to space still being available, at no additional charge. This is allocated by Morzexpress on a 'first-come, first-served' basis and a wait may be necessary. Please be aware that if you miss the last transfer departure of the day then the next available transfer may not by until the following morning. In the event that no later transfer is available, or you do not wish to wait, then you will be required to make your own arrangements at your own expense. The original transfer is non-transferable and non-refundable.
My Flight to Geneva has been cancelled. What do I do?
In the event of your flight being cancelled your pre-booked transfer is non-transferable and non-refundable and you should ensure that you have travel insurance for such an event. Alternatively, you should seek re-imbursement from your airline. Your transfer ticket may be used as proof of purchase. Any subsequent transfer that you wish us to arrange will be charged for.
I have missed my flight/connecting flight into Geneva. What do I do?
Should you miss your flight, or connecting flight, and this will mean that you miss your pre-booked transfer departure then you must send a text message to the Arrival Emergency Telephone Number given on your travel ticket as soon as you become aware that you have missed your flight. Clearly state your: Booking Reference, Name, Number of people in your party and Flight Number. Your transfer ticket is non-transferable and non-refundable and you will be required to re-book if you wish to travel on a later transfer. Please do not claim that your flight has been delayed or cancelled. We monitor the arrivals of all flights into Geneva Airport.
My flight to Geneva has been diverted. What do I do?
Morzexpress only operate out of Geneva Airport. Should your flight be diverted to another airport then Morzexpress will be unable to transfer you. In this event your transfer ticket is non-transferable and non-refundable. You should seek reimbursement from your airline or travel insurance for any additional costs incurred. Any subsequent transfer that you wish us to arrange, once you have arrived at Geneva Airport, will be charged for.
I have missed my transfer departure from Geneva Airport. What do I do?
Should you miss your transfer due to insufficient time being allowed to meet the driver, or for failing to follow the instructions on how to meet the driver, or for any other reason not listed above, your transfer ticket is non-transferable and non-refundable. If you wish to continue to travel with Morzexpress then you will be required to re-book. Alternatively, you may make your own transfer arrangements at your own expense.
When do you collect me for my transfer from the Resort?
You are allocated a 30 minute 'pick-up window' which starts immediately BEFORE the transfer departure time that you selected when making your booking. You MUST be ready and waiting at the START of the 'pick-up window'. For example, for the 07:30 transfer, you must be ready and waiting at 07:00. During the 30 minute 'pick-up window' your transfer vehicle will also be collecting passengers on the same transfer from other accommodations and therefore, may arrive to collect you anytime within this 30 minute period. Failure to be waiting at the start of the pick-up window may result in your missing your transfer as our vehicle may be unable to wait. In this event your transfer ticket is non-transferable and non-refundable and you will be required to re-book if you wish to travel on a later transfer with Morzexpress. Alternatively, you may make your own transfer arrangements at your own expense.
Where do I wait for my transfer from the Resort?
You should wait in a visable and accessible position outside the pick-up point listed on your transfer ticket. On seeing the Morzexpress vehicle you should indicate to the driver that you are travelling with Morzexpress. Failure to follow these instructions could result in the driver being unable to locate you and so leave without you. In this event your transfer ticket is non-transferable and non-refundable and you will be required to re-book if you wish to travel on a later transfer with Morzexpress. Alternatively, you may make your own transfer arrangements at your own expense.
Can you tell me the exact time you will collect me?
No. You are given a 30 minute 'pick-up window'. Morzexpress is a shared transfer service, not a private taxi service. The drivers route and number of pick-up points vary with each transfer departure. This is why you must be ready and waiting at the start of the pick-up window as a courtesy to those passengers being collected after you, and to ensure that our transfer vehicle can depart the Resort on time.
Can you wait whilst I or my friends finish their packing / breakfast / drinks / shopping etc?
No. Morzexpress is a shared transfer service, not a private taxi service. The driver will have other passengers that also have to be collected within the 30 minute pick-up window so our driver is instructed to leave without you if you are not ready and waiting when our vehicle arrives to collect you. In this event your transfer ticket is non-transferable and non-refundable and you will be required to re-book if you wish to travel on a later transfer with Morzexpress. Alternatively, you may make your own transfer arrangements at your own expense.
The 30 minute pick-up window has expired. What do I do?
If you are still waiting for our vehicle to arrive to collect you after the 30 minute pick-up window has expired then first re-check your transfer ticket to satisfy yourself that you have booked the correct date and time. Only then, please telephone the Departure Emergency Telephone Number given on your travel ticket. Our office will then be able to update you on any delay to your transfer vehicle.
Can your driver take me to a Geneva hotel?
No. Morzexpress is a shared transfer service, not a private taxi service. The Swiss authorities only allow transfers to operate to/from Geneva Airport. You can easily connect to the city centre via train or bus from the adjacent airport station.
Can I cancel / get a refund?
In common with all low-fare carriers we do not offer refunds when customers:
choose not to travel,
can no longer travel, or
book incorrectly.
This is because we need our transfer vehicles to be as full as possible to keep our prices as low as they are and we may not be able to resell the seats. This is applicable regardless of when the seats are cancelled.
I am not going to use my seat. Can I get a credit or transfer it?
No. Once booked, seats that are not cancelled and subsequently not used are non-transferable and non-refundable.
How do I change the number of seats booked / Transfer Time or Date / Pick-up or Drop-off point?
Important: You will have to change the bookings yourself on our website. This can be done by logging into your account that you created when booking. Simply log-in usuing your email address and password. Or you can telephone our office on: +33 450 54 73 72. Emailing us about the changes you wish to make will NOT change the bookings. Our drivers will not take messages regarding changes for you, neither can the drivers make the change for you.
You cannot “split” a booking. So if you have a booking for two passengers, you cannot make a change to your booking for one of the passengers only. If you change bookings to fewer passengers than on the original booking, you will forfeit the other seats. For example if you change from two passengers to one passenger, you will forfeit one seat.
Changes to the number of seats booked can be made on-line by accessing your account. This can be done up to 17:00 hrs. French Time the day before travel. After which no changes can be made on-line. Changes by telephone to the number of seats booked can be made up to 2 hours before the transfer departure. A telephone administration fee of 5 Euros plus TVA (VAT) applies per seat. You may increase the number of seats booked, subject to availability and payment for the additional seats. If you reduce the number of seats booked then you will forfeit the cancelled seats as these are non-refundable.
Changes to the date of travel can be made on-line by accessing your account. This can be done up to 17:00 hrs. French Time the day before travel. After which no changes can be made on-line. Changes to date are subject to an amendment fee of 25 Euros plus TVA (VAT) per seat. Changes by telephone to the date of travel can be made up to 2 hours before the transfer departure. A telephone administration fee of 5 Euros plus TVA (VAT) applies per seat. This is in addition to the amendment fee of 25 Euros plus TVA (TVA) per seat.
Changes to the departure time can be made on-line by accessing your account. This can be done up to 17:00 hrs. French Time the day before travel. After which no changes can be made on-line. Changes to the departure time are subject to an amendment fee of 25 Euros plus TVA (VAT) per seat. Changes by telephone to the departure time can be made up to 2 hours before the transfer departure. A telephone administration fee of 5 Euros plus TVA (VAT) applies per seat. This is in addition to the amendment fee of 25 Euros plus TVA (TVA) per seat.
Changes to pick-up / drop-off point can be made on-line by accessing your account. This can be done up to 17:00 hrs. French Time the day before travel. After which no changes can be made on-line. An amendment fee of 5 Euros plus TVA (VAT) applies per seat. Changes by telephone to the number of seats booked can be made up to 2 hours before the transfer departure. A telephone administration fee of 5 Euros plus TVA (VAT) in addition to the amendment fee applies per seat.
The date / transfer I want to change to is not available. What can I do?
Your only option is to change to a date or transfer that is available. You can change more than once but an amendment fee applies on each occasion.
I made a mistake with my booking. Can I change it for free?
No. You must always pay the amendment / administration fee. For this reason you should always check your shopping basket carefully before you pay and confirm.
I have just noticed my error and it is less than 2 hours before my transfer. What can I do?
It is impossible to change your ticket less than 2 hours before your transfer. For this reason you should always check your shopping basket carefully and also immediately check your ticket as soon as your receive it.
I have booked the wrong pick-up point for my transfer back to Geneva Airport and it is less than 2 hours before my transfer. What can I do?
It is impossible to change your ticket less than 2 hours before your transfer. Therefore, you must get to the pick-up point specified on your transfer ticket in time for the start of the 30 minute pick-up window. Failure to do so will result in you missing your transfer.
I have left some personal items / luggage on your vehicle. What do I do?
It is your responsibility to keep valuables safe whilst travelling on the transfer vehicle and also to ensure that your own luggage is off-loaded at your destination. Any property left on the vehicle will be returned to the Morzexpress Office at the end of each day. Left property will be held for a maximum of 30 days before being destroyed or given to charity.
Passengers must email or telephone the Chamexpress Office on +33 450 54 73 72 to check if an item has been found. Then arrangements can be made for its return.
Morzexpress can arrange for an item to be brought to your accommodation in the Resort. This method is subject to a delivery charge of 20€. You must be present to receive the item when delivered as they can only be handed to the person to whom they belong and cannot be left with your accommodation provider or other third parties.
If you have left items on the transfer vehicle when travelling back to Geneva Airport then you should first quickly check that your driver is not waiting down in the Arrivals Hall for incoming passengers. If our vehicle has already departed the airport then Morzexpress can arrange for items to be posted to your home address. This is subject to an administration charge of 20€ plus the cost of postage.
Morzexpress accept no liability for the replacement cost of any items that are lost or stolen whilst travelling on our vehicles. Likewise, we cannot be held responsible for any items lost in the post.
How much luggage can I bring?
Luggage is limited to 2 average size items per person, to include one set of skis/snowboard. Morzexpress must be notified in advance by e-mail of luggage which exceeds this amount. Morzexpress reserves the right to require you to purchase an additional seat, and therefore, obtain additional luggage allowance should you wish to bring extra items. Morzexpress reserve the right to refuse to transport excess luggage that we have not been notified of.
My friend did not book a seat. Can I bring their luggage with me?
As the transfer journey crosses an International Border, Morzexpress can only transport luggage belonging to passengers travelling on that vehicle. Morzexpress does not transport unaccompanied baggage.
Can I bring a pet / animal?For the comfort of all passengers Morzexpress does not transport any pets or other animals.
Are your vehicles fitted with seatbelts?
All our vehicles are fitted with either 3-point, or lap, seatbelts where required by French Law. Passengers are required by law to wear the seatbelt, when fitted. Chamexpress will not be held liable for any injury caused by not wearing a seatbelt where one is fitted. Failure to wear a seatbelt will result in you not being covered by Chamexpress insurance in the event of an accident.
