Frequently Asked Questions

Operational Change FAQs

What do I wear?

Sorry to state the obvious, but it is cold on the slopes though for those active on the snow you’ll soon warm up.

Guests taking part in snow activities should wear and waterproof jacket and trousers. You’ll need thick socks and gloves (compulsory). Please bring snow boots, wellies or walking boots for activities on the Snow Park, you can hire these from us if you do not have anything suitable. You can book clothing and and boot rental here.

From 1st October 2021, helmets are compulsory on all activities. Guests may bring their own helmet or use a Chill Factore helmet at no extra charge.

Changes to Activities

When will Terrain Challenges return?

Our Terrain Challenges & Moguls events are always very popular and the Terrain Challenges schedule has been updated with the features for the coming weeks.

Will you be offering Unlimited Lift Passes?

Monthly Unlimited Passes are available.

If you need help with using your Unlimited Lift Pass, you might find our guide to using your monthly unlimited pass useful.

My child has a birthday coming up soon, when will I be able to book a party?

We are now taking bookings for our Snow Park party package and we will be now be able to offer food on our parties! If you have any queries please email us at or call us on 0161 749 2222 (open 10am - 6pm Monday to Friday).

Which Snow Park activities are open?

Sledge ‘n’ slide, Downhill Donuts and the Ice Luge Slide are all open.

What's happening with Mini Moose Land?

Unfortunately, Mini Moose Land is closed until further notice.

Will Santa be returning this year?

Christmas for 2021 has passed and Santa has returned to the North Pole once again. Check back later in the year to find out if Santa will be visiting for Christmas in 2022.

Booking/Contact FAQs

I had a booking that was cancelled due to the closure, what happens to it?

Our teams should have already dealt with these and transferred your booking onto gift vouchers. If the vouchers haven’t arrived, please contact us via email, or call us on 0161 749 2222 (open 10am - 6pm Monday to Friday) and we will reissue them for you.

How do I redeem vouchers?

When booking via the website, just enter the voucher code in the box on the payment page. Make sure that your shopping basket value/balance is equal to or more than your Gift Voucher because no change will be given for the remaining balance.

I have a query about a booking / I want to amend a booking

The best way to resolve these issues is to email us with the details, or call us on 0161 749 2222 (open 10am - 6pm Monday to Friday). When doing so please include the booking reference number, the name & email address used to make the booking, your contact telephone number, and as much information as possible to help us deal with your request straight away.

We will get back to you as quickly as possible, but as the closure / reopening has impacted so many people, our response times may be a little slower than usual. Please do bear with us, we will ensure that your query is resolved.

Are you part of NHS Test & Trace?

NHS Test and Trace is a key part of the country’s ongoing COVID-19 response. We collect data for ordinary business purposes as outlined in our Privacy Policy, but we do not collect any additional data for NHS Test & Trace purposes. If requested, we will share relevant contact data with the NHS Test and Trace team. If you do not want your details to be shared, please email informing us that you wish to opt out.

General FAQs

Getting Here

We recommend you take into consideration that the roads and motorway exits around the area can become congested at times due to the close proximity to the Trafford Centre and Manchester United Football Club.

Click here for directions to Chill Factore

Please aim to arrive with enough time to collect your tickets and your equipment (lessons and lift pass guests only - skis/snowboards/boots).

Arrival Times

Activity Arrival time with own equipment Arrival time without own equipment
Lift Pass 10 minutes before activity 45 minutes before activity
Lesson 10 minutes before activity 45 minutes before activity
Snow Park 10 minutes before activity (no equipment required) 30 minutes before activity

How do I collect my ticket?

Make sure you have your booking reference to hand (you can find this on your booking confirmation email) and you can either collect your tickets from Guest Services desk or from the Self Service ticket machines situated near the Guest Reception. If your booking confirmation has a QR code, you can scan this at the self-service machines to check-in.

What do I need to bring?

If you’re doing an activity on the snow you’ll need warm, waterproof clothing for while you’re out on the slope. Guests going on the Snow Park will also need to bring appropriate footwear - clean wellingtons or walking boots are ideal. A £1 coin or trolley token is also useful for using in the lockers.

If you do not have suitable clothing or footwear, rental clothing and snow play boots are available to hire.

Prices of our Lessons and Lift Passes include the hire of ski boots/snowboard boots, helmet, skis or snowboard and ski poles. Helmet hire is also included in the price of Snow Park passes.

Helmets, gloves and socks can be purchased separately.

Where can I get ready?

Guests should arrive dressed ready for their activity if possible. We have recently refurbished our Changing Village and as such we now have a greater number of changing cubicles available.

Guests can leave their belongings in one of our lockers. A locker sanitisation station is provided for you to safely sanitise your own locker before and after use. Lockers require a £1 coin (returnable) or a trolley token.

What equipment do I need?

Before you can go onto the slopes, you do need to wear the right clothing and have the appropriate equipment. If you are having a lesson or taking a lift pass you can bring your own equipment or hire is available included in the price of the activity. For Snow Park activities, all the equipment (sledges and donuts) is provided on the slope.

You can collect Chill Factore equipment (helmet, ski boots/ snowboard boots, skis and snowboard) from the Changing Village, where there will be members of our team to assist you with your selection.

Skiers will need to be measured and fitted for ski boots. Go to the rental desks and a member of our team will assist you and make sure you’re kitted up with the right equipment.

It can get very busy within the Changing Village, particularly during peak times, so please allow enough time to collect your equipment and to get changed. We recommend arriving at Chill Factore 45 minutes before your activity start time.

It is now compulsory for all guests to wear a helmet for all activities. New helmets can be purchased from Guest Services or sanitised rental helmets can be borrowed from us free of charge.

When your session has ended, please look for signs indicating where to leave your rental equipment immediately as you return to the Changing Village.

I have a membership, how do I use it?

If you’re a new member or need some tips on how to use it, you might find our handy guide on how to use your membership and link other members to your account useful.

What else is here?


We’ve recently opened The Lodge - Bar and Kitchen, which has undergone a £0.75m makeover and gives you a birds-eye view of the longest real snow indoor Slope in the UK!

For food and refreshments we have a range of restaurants and outlets to cater for all tastes and The Alpine Street offers an indoor shopping experience with a slant towards skiing and snowboarding clientele.

For spectators we offer a free viewing balcony and there is free Wi-fi available for all guests.

In 2010 we won the Manchester Tourism ‘Access for All’ award which recognises excellence in accommodating the needs of guests with disabilities.

I can ski - can I just head on to the main slope?

In order to use the main slope you must be able to meet the ‘Minimum Main Slope Standard’. This means you must be able to control your speed and direction, link your turns and stop, in addition you should be able to use the button lift unassisted. If you cannot meet ALL of these requirements, you’re not eligible to use the main slope just yet, however we do have a range of lessons that’ll get you piste-perfect.

If you are deemed by the Slope Patrol not to be of the required standard, you will be asked to leave the slope and no refund or transfer will be given.

Additional information for groups, schools, parties and corporates

In order to prevent delays we request that your group arrives at Chill Factore at least 45 minutes before your start time. This will allow time to collect tickets and equipment. We also recommend that every member of your group has been given information in advance of the activity they are taking part in.

We suggest you arrange to meet as a whole group at our Meeting Point next to the entrance to the Changing Village, that way your organiser can collect ALL tickets from the Guest Services desk and check that these tickets match the activities booked. Distribute the tickets to your group members as they will need these to gain access to the slopes.

As a group, make your way through to the Changing Village in a clockwise direction. If you are having multiple lessons or activities people should stay together in the appropriate group.

Group changing facilities are available if you wish to book these in advance. Please email or call your Chill Factore group coordinator for further information.

Terms and conditions

Our full Terms & Conditions can be viewed here, which includes our refund and cancellation policy and may answer additional questions that have not been answered here.

The website isn't displaying correctly, what should I do?

If you are experiencing any issues whilst using the Chill Factore website or our booking system we recommend updating your internet browser and enabling JavaScript in your browser.

JavaScript - for full functionality of our site including the online booking, it is necessary to enable JavaScript. Click here to view instructions on how to enable JavaScript in your web browser.

Booking System - If the booking site isn’t displaying correctly we recommend you follow this link first. If you are still experiencing problems please email with details of the error message displayed, so we can quickly help resolve the issue and enable you to continue with your booking.

Website, cookies and accessibility

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Do you have a Youtube channel?

Yes! You can subscribe to our channel at

Can I bring my dog to Chill Factore?

Whilst we love your furry friends, we ask you to leave them at home, as we are unable to allow them inside at Chill Factore. Registered service animals, such as guide dogs and hearing assistance dogs, or registered emotional support dogs, are always welcome but unfortunately, they won’t be able to accompany you on the slopes.

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