Have you booked an experience with us and you don’t know what to do if the cable car is closed? Or what to do if you need to cancel your booking for any reason, or to change the date of your booking?
Here in this post, we’re going to answer all queries on the subject of booking amendments and cancellations, which we know may cause confusion.
FREE CHANGES AND CANCELLATIONS
You may request a refund or change the date without any additional cost until 6.00pm on the day before the day for which your cable car tickets are booked, and up to 24 hours in advance for all other activities on Teide, except for Sunset & Stars, which only has free cancellation up to 48 hours in advance, and hiking activities which include a permit for accessing Mount Teide, where changes and cancellations are not allowed.
For private activities (except those including the Ascent to the Peak of Mount Teide), date changes or cancellations can be made free of charge up to 72 hours prior to the activity. After this period, the cancellation carries a charge of 50% of the amount. If the cancellation takes place with less than 24 hours’ notice, 100% of the amount will be charged. Up to 3 date changes within a maximum of 1 year are permitted.
The very first thing we should mention is that in virtually every case, the first step to cancelling or amending your booking is to go to our “manage your booking” page; then, enter your booking reference number and the email address which you used when making your booking.
INDEX
- What happens if the cable car closes?
- If I want to change the date of my activity or cancel it for any reason, what options do I have?
- How to request changes or cancellations, and how to claim a refund?
- If I have made the booking from another website, what should I do?
- What happens if I arrive late?
- Does that make everything clear? If so, go ahead!
So now we’re going to look at all the possible scenarios:
What happens if the cable car closes?
The weather on Mount Teide is highly unpredictable, and the cable car does require regular maintenance work, so there is a possibility that on the day and at the time of your booking, the cable car might not be available. So what options do you have?
If you have purchased a ticket for the cable car only, you can:
- Change the date/time: your ticket is valid for a year from the date you purchased it. You will therefore be able to use it on a new date and at a new time of your choosing. The booking amendment is completely free of charge.
- Request a refund: we will refund you the full cost of the ticket in the event that you cannot use it within a year of the date of your initial booking.
- If you have tickets for the Cable Car at Sunset and the cable car is closed, you can change the date or request a refund, but you cannot change the time of your booking, because the experience can only take place at sunset.
If you have purchased a ticket for an experience other than those mentioned above (and the cable car is closed due to adverse weather conditions or technical problems), we will ensure that you don’t miss your Teide experience—all our activities have a Plan B in place so that you can still enjoy the National Park even if the cable car is not operational.
If you want more detailed information about our Plan B alternatives and the refunds that apply, you can read the information either on your purchase voucher or here.
If I want to change the date of my activity or cancel it for any reason, what options do I have?
There are few activities to beat a Mount Teide adventure, but if you do decide to postpone yours or to cancel it for whatever reason, please note the information below:
Let’s begin with cable car tickets. In other words, if you have purchased a ticket for ascent and descent by cable car (or a one-way ticket only), and you want to change the date or cancel the booking:
FREE CHANGES AND CANCELLATIONS
You can request a refund or change the date without any additional cost until 6.00pm on the day before the day for which your cable car tickets are booked.
What if I want to change the date of my experience, or simply cancel it?
FREE CHANGES AND CANCELLATIONS
You may request a refund or change the date without any additional cost up to one hour before your cable car ticket booking, and up to 24 hours in advance for all other activities on Teide, except for Sunset & Stars, which only has free cancellation up to 48 hours in advance, and hiking activities wich include a permit for accessing Mount Teide, where changes and cancellations are not alloweb.
For private activities (except those including the Ascent to the Peak of Mount Teide), date changes or cancellations can be made free of charge up to 72 hours prior to the activity. After this period, the cancellation carries a charge of 50% of the amount. If the cancellation takes place with less than 24 hours’ notice, 100% of the amount will be charged. You can change the date up to 3 times within a maximum of one year.
- Changing: just like your cable car ticket, you will have a month in which to decide your new date, which must however be within the next 365 days. You have the right to change up to three times at no charge. You can make the change up to 24 hours before the start of the activity. After this period, 100% of the amount will be charged.
- Cancelling: if you cancel up to 24 hours before the start of the activity, you will receive a full refund. Cancellations made after that time will incur a charge of 100% of the amount—with the exception of the Sunset & Stars excursion, which we explain below:
For the Sunset & Stars activity, date changes or cancellations can be made free of charge up to 48 hours prior to the activity. After this period, the cancellation carries a charge of 50% of the amount. If the cancellation takes place with less than 24 hours’ notice, 100% of the amount will be charged.
For private activities (except those including the Ascent to the Peak of Mount Teide), date changes or cancellations can be made free of charge up to 72 hours prior to the activity. After this period, the cancellation carries a charge of 50% of the amount. If the cancellation takes place with less than 24 hours’ notice, 100% of the amount will be charged. You can change the date up to 3 times within a maximum of one year.
Please bear in mind that if the experiences are either Climbing to Mount Teide crater with cable car tickets or VIP ascent to the Peak by Cable Car, it will not be possible to change the date of your booking or cancel your tickets, because of the way the National Park Permits system operates.
How to request changes or cancellations, and how to claim a refund?
To refresh your memory: you can do practically everything to manage your booking from the “manage your booking” area.
In those cases where your payment is to be refunded, we will action the refund between 5 and 10 days from the time of cancellation or amendment, by the same method you used to purchase your tickets.
If I have made the booking from another website, what should I do?
If you have purchased our tickets or experiences from another company and you want to amend or cancel your booking, you will need to contact the company directly.
What happens if I arrive late?
If you arrive late to your cable car booking, you will lose the right to board, it will be considered a cancellation and the full amount of the ticket price will be retained.
If you arrive late for an experience, the booking will be deemed to have been cancelled. In this case, you will incur the associated cancellation charges (which we have explained above), so the amount of your refund will depend on which experience you have booked.
Does that make everything clear? If so, go ahead!
If we have answered your query, and you wish to amend or cancel something, find your booking reference number and your email address, and log in directly from here:
