FAQ

All the answers to your questions

Regular shuttles

Are shuttles available all the way?

Yes, services available on all stages of the routes where we provide regular shuttles: the Santiago de Compostela route (from Figeac to Le Puy), the Stevenson route and the Saint-Guilhem route.

If your desired stop isn’t included in our price lists, contact us to find out the times and prices.

Are pets allowed?

Yes, and they usually ride for free*! It’s just a matter of letting us know when you make your reservation. Your pet will have to remain on the floor of the vehicle, without ever climbing onto the seats.

*if your pet is big enough to take the place of a person in the shuttle, an additional place will be charged.

Can I take my bike?

Yes, but there is an extra charge of €10 to €15 per bike and per trip (depending on the trip). Remember to let us know when you make your reservation.

Do I have to pay for my luggage transportation in addition to the shuttle?

No, the transportation of your luggage is included in the shuttle price.

Vehicle transfer

Where should I leave my vehicle?

  • When you arrive at the pick-up step, you will park your vehicle at the accommodations provider or near the accommodations. We ask you to leave the exact parking location in the envelope with the keys and vehicle papers. You are responsible for any parking charges. 
  • At Le Puy, directly on our parking platform located a few kilometres away. We’ll provide you with all of the information that you need in due course. No additional cost will be charged for this parking.

Am I insured in case of an accident during the transfer?

The vehicle involved in the transfer must be insured for all drivers: it’s as though you were lending your vehicle to a friend. As such, your insurance applies.

Don’t worry, all our drivers are experienced and licensed. ;-)

Can you transfer my caravan?

Unfortunately not: we can transport most of the vehicles that can be driven with a driving licence, except trailers, caravans, motorhomes...

Minimum distance

We can carry out a vehicle transfer for a minimum of 70 km.

Car rental

Please note that we will not be able to transfer your rental vehicle unless your rental agreement clearly states that you are authorised to have it driven by a third party.

If you have any doubts, it’s best to ask your rental agency. 

For company cars, a formal written authorisation from your employer will be required. 

My Account area

Account creation

To book our services, you must create an account on our site.

To do this, click on the “My Account” tab at the top right, then on “create an account” at the bottom right in the pop-up that opens.

I’ve lost my password

Utilisez la fonctionnalité "mot de passe oublié" dans le formulaire de connexion. Nous vous enverrons un email pour réinitialiser votre mot de passe.

I don’t remember my login e-mail

Contact us and we’ll try to find the e-mail attached to your account.

Payment

Reservation payment

Payment must be made at the latest one week (7 days) before the start date of your services with La Malle Postale.

We accept the following payment methods:

  • credit card (Visa or Mastercard)
  • chèque (French cheques only)
  • bank transfer
  • cash (only in our shop)

Last minute, on-the-go payment

Au moment où vous nous réserverez vos transports dits de dernière minute, une fois que vous êtes sur le chemin, nous vous demanderons le règlement de la prestation au téléphone avec un numéro de carte bancaire.


Cancellation and refund

Cancellation of passenger transportation

Any passenger transportation reservation may be cancelled by the customer under the following conditions:

- 48 hours before the service: without compensation

- 24 hours before the service: compensation owed by the customer to La Malle Postale in the amount of 50% of the price of the ordered service

- Within 24 hours of the service: compensation owed by the customer to La Malle Postale in the amount of 100% of the price of the ordered service

According to the cancellation conditions indicated above, any overpayment will be refunded to you.

An administrative fee of €5 will apply to any cancelled reservation. 

Cancellation of luggage transportation

Any reservation for luggage transportation may be cancelled under the following conditions:

- Until the prior evening, before 7pm: without compensation

- The prior evening after 7pm or the same day: compensation owed by the customer to La Malle Postale in the amount of 100% of the price of the ordered service

An administration fee of €5 will apply to any cancelled reservation.

How does reimbursement work?

By bank transfer: we’ll ask you to send us your IBAN by e-mail.

By credit card: for refunds of less than €50 (only in branches or by phone)

Parking lot

Is the parking service open to all?

Le service de stationnement est ouvert à tous les clients souhaitant bénéficier de la navette retour avec La Malle Postale.

Il est réservé aux véhicules légers. 

How does it work?

Nous vous donnerons les indications pour stationner votre véhicule sur notre plateforme et une navette vous raccompagnera au Puy-en-Velay.

Quelques formalités administratives à effectuer lors de votre arrivée et vous pourrez partir randonner en toute sérénité. 

Hikers' insurance

This insurance is intended for whom?

This hikers’ insurance is for hikers on the route to Santiago de Compostela from Le Puy-en-Velay.

The subscriber must reside within the European Union.

Minibus rental

The minibus rental is intended for whom?

For everyone! Individuals, associations, companies and works councils, etc., for all of your trips with from 1 to 9 people per vehicle.

Don’t hesitate to contact us for more information or to directly book your mini-bus!

Which types of vehicles are available for rent?

Nous vous proposons nos mini-bus Renault Trafic (version H1L2 pour les connaisseurs) pour une location de la demie-journée à la semaine complète (et même plus si besoin). 

Il s'agit de véhicules 9 places qui peuvent être conduits avec un permis B. 

Luggage transportation

Service is available at what types of accommodations?

Our service is available at most of following accommodations, located in the immediate vicinity of your itinerary: hotels, cottages, bed and breakfast and camping sites. Other types of accommodations are excluded.

Before any transportation request, you must have confirmed the reservation of your accommodations.

Pick-up and drop-off time

We ask that luggage be available every morning at 8 AM in the accommodations where you have booked.

Your luggage is dropped off before 5 PM at the accommodations that you indicate to us. 

When to book?

As soon as possible! We advise you to let us know your route as soon as you’ve decided on it. Once you’ve taken all the necessary steps and book your accommodations, you can make your request.

Can we book on the go?

Yes*. If you haven’t planned your trip, since you aren’t exactly sure of how your hike will go (depending on your fitness level, the weather, etc...), it’s always possible to call us the day before (until 7 PM) to arrange for your luggage to be transported the next day.


Warning: this is only possible for certain routes: 

  • Santiago de Compostela route from Le Puy to Cahors (also on the Rocamadour and Célé Valley variants)

  • St Guilhem route

  • Stevenson route


I’m going in the opposite direction, can you take my luggage?

Luggage is generally transported in the “normal” direction of the hike.

However, in some cases, we can transport luggage in the opposite direction of the journey. Please contact us.

What kind of luggage should I use?

We recommend the use of luggage such as sports bags or backpacks, with dimensions not exceeding 60x30x40 cm. In any case, please ensure that the luggage can be easily transported in one hand

Luggage weight

We ask that each luggage item does not exceed 15 kg (13 kg on the Echappée Jurassienne), and includes a single bag.

In case of extra weight, you will be asked to lighten your luggage or use a second piece of luggage, which will be charged extra.

We can also provide you with a La Malle Postale bag to even out the contents of your “big bag”. We’ll then charge for a second piece of luggage for the rest of the trip.

How do I identify my luggage?

When your luggage is picked up for the first time, it must be identified so that our driver can recognise it amongst the other luggage that may be present at your accommodations.

The name to be indicated on the labels must be that of the person who made the reservation – this applies regardless of the number of bags that will be transported!

> Print our labels

I don’t have accommodations for the last leg of my trip

If you’re returning with our shuttle the same day or if you leave by your own means, you may not have booked accommodations for the last day of your hike.

Don’t panic!

If you return with our shuttle, we’ll add a “Deposit” stopover so that the driver can keep your luggage until your return in the afternoon.

In the event that you leave by another means (car, train, etc.), then you’ll have to ask an accommodations provider to receive your luggage.


Important : for logistical but also security reasons, we cannot drop off your luggage in tourist offices, train stations, town halls...