Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This was the first time of me purchasing an Epic pass. On 12/1/2024, I contacted Epic Pass via phone at around 3pm PST to inquire about a pass upgrade for my husbands pass since he wants to use it at ************. I was told that it can be upgraded for a charge of $78 (the actual number may be a little off, but essentially the cost difference between the two passes). The agent was very pleasant and did not mention at all about a deadline or I had to do it by a certain time. I even asked but was assured that I can just call back to upgrade. I thanked him and told him I will do it soon once I confirmed. Our family did go to North Star on 1/4/2025 and we got another ticket for my husband and deliberately not use his pass but my kids used theirs. I called 2/5/2025 around 11:55am and after being transferred several agents and the first one claiming that there was no of my call, I was able to locate my inquiry call about the upgrade on my T-Mobile phone bill.They researched it and did acknowledge finally that I did call and in fact the agent never informed me that I cannot upgrade my pass later. I was sent to escalation and ******* claimed that the company has since cut off the upgrade. I stated that I made an effort to call and was given no information from the agent about a deadline. ******* says that the company can change the terms. My defense was that I just took the word of the agent. I was told that the deadline to upgrade was 1/31, but I was never given that information. While I could have called for the upgrade earlier, it was not at the top of mind due to the kids going back to school and then the California fires. We were on evacuation watch as there was evacuation alert at the boundary right beside us. We also had friends that lost everything. My desire outcome is to honor what your agent told me over the phone and was recorded. I just want my husband to be able to use the pass on 2/10 and 2/11.

  Business response

  02/07/2025

  Hello, **** ****,
  

  We have received your complaint regarding your recent experience with Vail Resorts amidst your request to upgrade your husbands Epic Pass. You had contacted Vail Resorts to inquire about upgrading and indicate that you were never told there was a deadline to do so. Upon reaching out once again on February 5th, you were told that they were no longer allowing upgrades. They also advised that there was a deadline which was January 31st. Due to outside factors such as school and the wildfires in **********, you di not get a chance to reach out prior to that deadline. You are requesting that they honor the upgrade due to misinformation.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns and they are sorry for the unnecessary stress that has caused you and your family. They were able to confirm that they have since spoken with you and have resolved your issue and your request directly. At this time the Better Business Bureau will close your complaint as resolved.
  

  We are very glad to hear that Vail Resorts was able to work with you and resolve your concerns prior to the intervention of the Better Business Bureau. They look forward to welcoming your husband to *********************************** and wish you the best.
  

  Sincerely,
  ******

  Customer response

  02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  01/20/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  April 1, 2024 I chatted on epic with ******* around 15:00, I stated that I had issues with seeing my daighters name ***** on the account and that I wanted to auto re-new them ******* **** myself and ****), I was assured that the agent I chatted with fixed the issue And did select to auto renew all othemn and that once their system resets . I hav screen shots of this conversations as Im sure there is a chat Trail on ur end( around April 9, 2024 it would be refelected on my account).I saw a few random charges for 49$ on April ******* and then 4/23/24 for 49$.Throughtout the off season I saw *** in my account..didnt know that anything specifically was wrong but in November 2024 I received an email that my payment didnt go thru for the auto renew., so called /vail and paid over the phone 11/27/24 3.When I called On 11/27/24, I inquired about all persons listed on the account verified that everything was in working order with season passes for 24/25 seasonI think remember going onto the app to verify and complete liability for *** and Gemma.(Who i added to this account on this conversation).Confirming everyone was then added (except for **** ***********)4We go to ski for the first time this season 1/13/25, AVAs pass isnt working.5.I go to the desk and was told no she doesnt hagve a pass.that infact she didnt have a pass last year. (Which shedid because we were there several timnes and she had a pass .)6.I then out of frustration and the inability to talk to anyone (already having my little one wait for overand hour)used one of my ***** passes (45$).I spoke with Wel (from epic customers service) at *******/**/**, who couldnt honor the previous pass price (which I would have paid for her at a 6 years old (at a cheaper rate as. early price discount for signing up for autorenewsL , when I renewed it in 2024), wel l offered for the current pirce which was significantly higher -she she was now7 and it wasnt early in the season.

  Business response

  01/24/2025

  Hello, *** ***********,
  

  We have received your complaint which indicates that you contacted Vail Resorts in April 2024 to renew your childrens Epic Passes. You were assured that your passes would be renewed through Vails Auto Renew program and were unaware of any issues until November 2024. At that time, you realized that the Tot pass for your daughter, **** had not been renewed. You reached out to Vail Resorts once more and were, once again, assured that her pass was purchased and active but, in January 2025 you were informed that this was not correct. You purchased a lift ticket for *** to access the slopes with you on January 3rd and then contacted **** to determine what was going on with her pass. **** has only provided that her pass did not auto renew,and you would need to purchase a pass for her at the current, more expensive rate.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your frustrations and they regret the continued miscommunication which has caused any inconvenience for your family. Upon review of your account, and their records, **** does confirm that they have record of you reaching out in April regarding Avas pass and they have agreed to allow her to purchase a Tot Ohio Pass for the 24/25 season.The Tot pass costs $49 and, per email correspondence from you confirming the last four digits of the preferred payment method and your agreement to the terms and conditions, they have completed this purchase on your behalf. A receipt confirmation for the purchase has been sent to your email address on file.
  

  Although they are aware that you were obligated to use one of your own benefit tickets for *** to join you on your trip this season, they indicated that they are unable to refund the Buddy ****** that was used on January 3rd. They apologize for this inconvenience.
  

  We regret that we are unable to fully resolve your request to purchase Avas pass as well as receive a refund for the benefit ticket you used during your trip. However, we are glad that Vail Resorts was able to resolve the primary concern and purchase a pass for *** at a discounted rate. They absolutely understand your frustrations and assure that your comments and your feedback have been passed on to their leadership team. **** wishes you and your family the best and they hope that you are still able to enjoy the 24/25 winter season before it ends.
  

  Sincerely,
  ******

• Initial Complaint

  01/18/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Trip to ******************************** was 12/31/24-1/5/25. During the ill-managed ski patroller strike.Paid the business $4,814.32 for lodging, lift tickets. and rentals.The business committed to providing a ski patrol opened and protected mountain. They failed to do so do to mismanagement and poor planning.The dispute is breach of contract.The business has offered a token could hundred dollar credit towards purchasing ski passes for next year. Besides what we spent with Vail we had to spend : $748.83 for lift tickets for 2 days due to the lack of safety/usability at ********* Mountain.

  Business response

  01/22/2025

  Hello, *** ****,
  

  We have received your complaint regarding your recent experience at ********************************. You travelled to the resort during the ski patroller strike which affected the length of lift lines and crowded runs. You believe that **** did not provide the service they had indicated they would and you are seeking a refund for your lift tickets. You are aware of the credits that Vail Resorts is offering to guests affected by the strike but do not want credits as compensation.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail Resorts absolutely understands your position and they regret that your trip was negatively affected over the holiday period. They recognize the impact that this caused and they also understand your request for a refund. However, they did confirm that Epic Pass products are non-refundable unless a refund is approved through Epic Coverage. They have provided the following statement regarding their decision to offer credits:
  

  "Thank you for reaching out to share your feedback on the ********* Mountain credits.  
  
  I want to reiterate that we sincerely apologize that the strike impacted your experience, and that we do not take lightly whenever we fall short of delivering a great experience at ********* Mountain.  
  
  Our Pass products are non-refundable, except through the terms and conditions of Epic Coverage, as they are highly discounted products and offer access to our resorts all season long.?Park City Mountain remained open during this time and our Pass Holders have the majority of the 2024/25 winter season ahead of them to use their pass (or any unused days on their Epic Day Pass) both at ********* Mountain and our other mountain resorts.? 
  
  That said, we are committed to addressing our Pass Holders on-mountain experience, so we are providing credits to all Pass Holders who skied or snowboarded at ********* Mountain between December 27, 2024-January 8, 2025 to use toward a Pass for next season.  
  
  Thank you for your understanding.
  
  We regret that we are unable to assist with your request for compensation in the form of a refund. However, we are confident that Vail Resorts is continuing to review the feedback that they have received and they will be in touch with details regarding any credits your family is eligible for. They thank you for your patience as they continue to work on resolving guest requests.

  Sincerely,
  ******

  Customer response

  01/22/2025

   
  Complaint: 22830524
  
  I am rejecting this response because:
  They did not plan adequately to prevent and during the strike. That lack of planning severely impacted our trip
  -They should have not let the labor issue get to December unresolved.
  -If they  were going to let the labor issue get to December, you should have had a more sound plan to keep the mountain adequately open.
  -They did not disclose the ongoing labor issue when we purchased or lodging for **********
  

  The mountain may have technically been open but it was not open enough for the crowds due to your mismanagement of the strike.
  

  Your credit approach is flawed as it does not adequately compensate guests for the damages.  It also ignores those of us that chose to skip a ski day at ********* do to terrible experiences during early portions of our trip

  Two attached articles cite Vail resorts management missteps and impacts on the lift lines and the amount of the mountain that was open.
  
  
  Sincerely,
  
  **** ****

• Initial Complaint

  01/18/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid a downpayment for my son's (******** *****) student epic northeast ski pass in April. I received an email that said I needed to update my credit card, make sure his photo was uploaded and sign the waiver. I did these things. This is the third pass I've purchased. I had no reason to think it wasn't done. In fact, the website indicated "approved" on his profile, and I purchased 2 more passes with the same account in September 2024. In Dec,I logged in. The balance had not been run, despite an updated card on file. His pass said "inactive." I called. The man said he fixed it and ran my card for $372. He explained the pass was "inactive" because I had inadvertently clicked on college student pass rather than student pass, and I needed to upload a ***ort card to prove he was a student. I explained that there must be some error because my son is a student in high school. At no point did any communication indicate the "college status." Answer: "No problem" I will make that change. Ok. Everything is fine." I said, "He's set to go skiing, right?" Answer: "yes." Today, I logged onto his account: "Inactive." I called. I was told that the college student-error was the problem, and it's past the date, so I owe them $149 which is the price difference now. I relayed what had happened, said that I had called before and fixed it. Answer: "There is nothing we can do. You have to pay $149, which is the difference because it's 2025 and prices have gone up. I said, "But, you've had my downpayment since April, and you had the balance a month ago and said things were fine." Answer: "I'm sorry, but it's $149. I asked to speak to someone else. The next person gave me the same line. I finally said, "Fine- charge my card. Then, he said, "It will be $270." I said it was $149 45 minutes ago. Answer: "I don't know why she gave you that price. It's $270." I ended up canceling the pass and spending another $138 for only 5 days of skiing. The *** seemed nice--nothing he could do.

  Business response

  01/23/2025

  Hello, *** *****,
  

  We have received your complaint regarding the Northeast Value Student pass that you purchased for your son. You purchased his pass back in April 2024 without any issue and only recently discovered that it was inactive due to missing college verification. You were not aware that you had purchased a college pass for him nor that verification was required to activate his pass. Upon reaching out to Vail Resorts to clarify the details of his pass and were told that you would need to change his pass type and pay an additional cost since he does not qualify for a college pass. Additionally, you were told different prices for the pass change when speaking with different representatives.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  **** certainly understands your concerns and they apologize for any inconvenience this experience has caused your family. While they recognize the simple mistake, **** did advise that they have only ever offered a ***************** Pass or a Northeast Teen Pass. When guests purchase a college pass online, there is additional information indicating that the pass-holder will need to provide proof of their college enrollment prior to using their pass. If a guest purchases a college pass but does not qualify,they are able to move into the correct pass type and pay the difference.
  

  Per their records, **** indicated that they were able to assist you in changing Benjamins pass. It appears that it was changed to an Epic 5-day Pass. Per Vails policies, upgrades are processed based on pricing at the time the request is made. As the request to change his pass type came at a later date, pass prices have increased since you initially purchased the college pass in April. They do apologize for any miscommunication regarding the price but assure that the price paid on January 18th was correct.
  

  We regret that we are unable to assist with your request to grant your son access at the price you originally paid. However, per Vails policies, guests must verify their college enrollment in order to use a college pass product and if they do not qualify, they must change to the correct pass type. They absolutely understand your frustrations and assure that your comments and your feedback have been passed on to their leadership team. **** wishes you and your family the best and they hope that you are still able to enjoy the 24/25 winter season before it ends.
  

  Sincerely,
  ******

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased an epic pass this year to take an international trip to ******* Switzerland and contacted **** customer service before buying the pass and booking my trips. I was informed by customer service that no additional requirements are required, just show up with my pass an a photo ID.When I got to Verbier this was not actually the case and I had to buy additional tickets. I then tried to go to ************* (2 hour drive away also on the Epic pass) and the access roads to the mountain had been barricaded with snow and while the Resort was open online there was no access to lifts. (the city roads however were clear)I called Epic to discuss, and they said there was nothing they could do about it. I'm never buying this pass again.

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On this website:*********************************************************************** Epic Mountain Express advertises:"Winter Fares: From $59 to ****************************** Location) or $48 for Epic Pass Holders"However, upon attempting to book such a shuttle and speaking with customer service, these fares are actually not available until April/May (which is, by definition, not the Winter). I booked a flight to ****** and accommodation in ************ under the assumption that i could take a shuttle for approximately $50-60 with my Epic Pass. However, now they are saying that it is about $100 each way, which is nearly double what they advertise.

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an epic pass from Vail for the 24/25 ski season in March 2024. This pass was a college pass. At the time of purchase, they did not require any documentation to prove I was in college. I was planning on taking a couple courses this year but over the summer decided not to. At this point I noticed my pass had a notification on it saying it could not be used so I reached out to customer service. They informed me that I need to provide college documentation, I could not do that because I was no longer planning on taking classes. Because of this they gave me the option to upgrade to the full price pass, I did not want to do this. They told me that at a certain point any pass that did not have documentation would be refunded so I said okay and left it alone for a few months. In the fall I reached out again and got the same response each time they said they could not tell me when a refund would be issued. Then last week I reached out again and this time they said I was not eligible for a refund. So they essentially stole $426.95 from me because they are refusing a refund (even though they promised me one) and I am not able to ski because my pass is inactive.

  Business response

  01/22/2025

  Hello, *** ****,
  

  We have received your complaint regarding the College Epic Pass that you purchased for the 24/25 season. At the time that you purchased your pass you were still a student and intended to take additional classes in the 24/25 school year. However, you later decided not to enroll in classes. In September,you reached out to **** Resorts to inquire about the status of your a** and you were informed that it was inactive because you needed to provide your college verification. At that time, you were no longer a student and did not qualify for the college pass. You asked a representative what would happen if you do not qualify and they advised that your pass would be automatically refunded. As you had not seen a refund come through you reached out to **** once again and this time thy advised that your pass would not be refunded, and you would have to upgrade the pass in order to use it.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your frustrations and they regret any miscommunication that has caused you any inconvenience. However, upon review of your request by ***** leadership team, they did confirm that refunds are not issues for college passes due to disqualification. They are aware that this was not clearly explained to you when you reached out to their team, and they assure that they will be in touch with the representative you spoke with to provide coaching and clarification.
  

  Although they cannot assist with refunding your pass, **** did advise that they will gladly assist you with upgrading your pass to an adult pass product if you still wish to use it this season. If you are still seeking a refund, they also confirmed that all Epic Pass products included Epic Coverage.This policy does allow guests to request a refund if they are unable to use their pass due to a qualifying personal event. You can find a detailed list of qualifying events as well as details on how to submit a refund request on **************************.
  

  We regret that we are unable to assist with your request to refund your 24/25 College Epic Pass. However, per Vails standing policies and procedures, Epic pass products are non-refundable unless a refund is approved through Epic Coverage. If you do choose to pursue a refund through Epic Coverage, **** hopes that it works out to a positive outcome. They wish you the best as you move forward.
  

  Sincerely,
  ******

  Customer response

  01/22/2025

   
  Complaint: 22795296
  
  I am rejecting this response because:
  
  I would absolutely NOT like to pay to upgrade my pass. Especially because the season is now half way over. The customer service I have been provided is unacceptable and the fact that you are refusing to provide me with any money back is also unacceptable. You have stolen $421 from me. As I have said previously I am not against taking legal action in this case. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an active duty military epic pass from your company. I was speaking to a ***resentative as I missed the epic pass sale and wanted to see if I could purchase one. The agent stated yes and quickly took my payment. The pass was active the first and they did not tell me I needed to verify my status as I only wanted to renew it and they did not tell me it was non refundable! The next day I traveled to hunter mountain where they said my pass needs to be verified my status and I wont be able to use this today. I ended up having to purchase a lift ticket there. Come to find out I was doubled charged a lift. So not only was I charge 250$ for the epic pass but charged twice for my lift ticket day off. I then went in and put my information to verify the status of the epic pass. I then get an email that say Im denied b/c I am a vet and not an active member. I just became a vet this month! I need you guys to either refund me or allow me to use my epic pass for the price I paid. It crazy your company doesnt accommodate military service members weather active or vets. You took my money 3 times and now I cant use my epic pass either? So I lost out on a lot of money. Please refund me or allow my pass to go through for this season and next season I will purchase the vet pass. Your agents need to be trained and shouldnt take money without disclosing that the ticket was not only non refundable but wont go through. I told the *** that I am a vet as of Jan 2025. They stated it will go through and took my payment. Fix this asap!

  Business response

  01/21/2025

  Hello, *** *******,
  

  We have received your complaint regarding the ************* pass that you purchased recently. At the time you completed your purchase you were not informed that you would need to verify your Active-Duty status in order to use your pass. Regrettably, you no longer qualify for the active pass as you have moved into veteran status. You reached out to Vail Resorts requesting to cancel the pass but they advised they could only upgrade the pass for an additional cost. You are seeking a refund of your military pass or asking that they let you use it due to miscommunication.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail absolutely understands your concerns and they regret any miscommunication that has prevented you from using your pass product. While they cannot change the pass to a **************** Pass and keep the same price,they did confirm that they are able to refund your current *************** pass due to not qualifying. **** has asked that the Better Business Bureau confirm with you that you still wish to cancel and refund the pass instead of up upgrading for the additional upgrade fee. They recognize your frustrations but did confirm that the Veteran Pass price may be a better deal for you depending on how often you plan to ride this season.
  

  If you do wish to cancel your current *************** pass to receive a refund, please respond to this communication to confirm. Vail will then process the refund to the original method of payment. However, if you decide that you would like to upgrade, please reach out to Vail Resorts directly. They will gladly assist you with that process.
  

  Vail Resorts looks forward to your response so that they are able to help resolve your concerns and frustrations. They thank you for your patience throughout this process and wish you the best.
  

  Sincerely,
  ******

  Customer response

  01/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Thank you for your response, ******. I confirm that I would like to cancel my current *************** pass and proceed with the refund. I appreciate your assistance and prompt resolution. Thank you.
  
  Sincerely,
  
  ******* *******

  Customer response

  01/24/2025

  22786981 
  
  
  -hi my name is ******* *******. I was told I would receive a refund from the business. Its been a few days now and they have not processed a refund. I called the business as well and they stated they cant do a refund.
  
  
  Are we able to reopen the case until the refund has been processed properly? 
  
  
  Best 
  

  
  

  Business response

  01/29/2025

  Hello, *** *******,
  

  Thank you for following up on your initial complaint to inform us that your refund had not yet been processed. Vail Resorts had been awaiting further confirmation from you that you did wish to proceed with refunding the pass. We have reached out to Vail Resorts to inform them that you would like to proceed with a refund and they have processed that for you. They issued a refund of $242 back to the credit card ending in 5323 and a receipt has been sent to your email address.
  

  Vail Resorts is truly sorry for the length of time it has taken to resolve your concerns. They thank you for your service and hope to see you on the slopes again soon!
  

  Sincerely,
  ******

• Initial Complaint

  01/07/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding my recent visit to ********* Mountain Ski Resort from December 28, 2024, through January 4, 2025. Unfortunately, my familys experience was far below the expectations set by the resorts reputation and promotional materials.The most glaring issues during our stay included:1. Overcrowding and Safety Hazards:The overcrowding on the slopes was not only inconvenient but also dangerous. On January 1, 2025, my 14-year-old son was involved in an accident caused by overcrowded conditions on the trails. Another skier collided with him, resulting in a fractured wrist. This injury required medical attention, disrupted the remainder of our trip, and caused pain and suffering for my child. 2. Inadequate Staffing:It was evident that the resort was understaffed, particularly in critical areas such as lift operations, ski patrols, and guest services. The few staff members who were present seemed overwhelmed and unable to manage the influx of guests effectively. 3. Limited Terrain Accessibility:Despite the holiday season being one of the busiest times for ski resorts, much of the advertised terrain was closed or inaccessible. This created a bottleneck effect, severely limiting the options available to guests and detracting from the overall experience.4. Lengthy Lift Lines:The lift lines were consistently overcrowded, with wait times exceeding acceptable limits. On multiple occasions, we spent over an hour waiting to access a lift, cutting significantly into our skiing time and causing frustration for my entire family. During these lengthy waits, there was no access to food or restroom facilities. Given the premium pricing of ********* Mountains passes and accommodations during peak season, I find this experience unacceptable. The resort failed to deliver the quality of service and safety expected of such an establishment.Thank you in advance and I look forward to hearing from management.

  Business response

  01/22/2025

  Hello, *** **********,
  

  We have received your complaint regarding your recent experience at ********************************. You travelled to the resort during the ski patroller strike which affected the length of lift lines and resulted in overly crowded runs which appeared unsafe. You feel that this is not the quality of service that you expected nor paid for and are seeking follow up from Vail Resorts.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail Resorts absolutely understands your position and they regret that your trip was negatively affected over the holiday period. They recognize the impact that this caused and they have provided the following statement regarding updates and plans for future action:
  

  Thank you for reaching out to share your feedback on the ********* Mountain credits.  
  
  I want to reiterate that we sincerely apologize that the strike impacted your experience, and that we do not take lightly whenever we fall short of delivering a great experience at ********* Mountain.  
  
  Our Pass products are non-refundable, except through the terms and conditions of Epic Coverage, as they are highly discounted products and offer access to our resorts all season long.?Park City Mountain remained open during this time and our Pass Holders have the majority of the 2024/25 winter season ahead of them to use their pass (or any unused days on their Epic Day Pass) both at ********* Mountain and our other mountain resorts.? 
  
  That said, we are committed to addressing our Pass Holders on-mountain experience, so we are providing credits to all Pass Holders who skied or snowboarded at ********* Mountain between December 27, 2024-January 8, 2025 to use toward a Pass for next season.  
  
  Thank you for your understanding.
  
  We regret that we are unable to assist with your concerns any further. However, we are confident that Vail Resorts is continuing to review the feedback that they have received and they will be in touch with details regarding any credits your family is eligible for. They thank you for your patience as they continue to work on resolving guest requests.
  

  Sincerely,
  ******

• Initial Complaint

  01/05/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an Epic Local pass for 675 dollars before the start of the ski season for a planned vacation. Arrived during the ski patrol strike and was unable to ski with hour long waits in lifts every day crowded and unsafe runs, and vail not offering refunds or meaningful compensation whatsoever after hours of asking. As a college student who saved and spwnt thousands and bail having no form of compensation for the shutdown of their resort by

  Business response

  01/14/2025

  Hello, *** *********,
  

  We have received your complaint regarding your request for a refund of your Epic Pass due to issues at ********************************. You travelled to the resort during the ski patroller strike which affected the length of lift lines and crowded runs. You are requesting compensation for your pass.
  

  We appreciate you taking the time to reach out and provide the details of your situation and your concerns. Vail Resorts is aware of your complaint and they are truly sorry for your continued frustration. They greatly respect your position and your feedback as a valued guest.
  

  Vail Resorts absolutely understands your position and they regret that your trip was negatively affected over the holiday period. They recognize the impact that this caused and they have provided the following statement regarding updates and any plans for future action:
  

  Safety is our priority. We have been opening the terrain that is safe to open with the team members we have each day. While the ********* Mountain team and patrol leaders from our other resorts worked hard to keep the mountain open, we recognize the strike did impact the guest experience over the holidays.
  

  We deeply regret anytime we are not able to provide the guest experience you expect from us. We are working on a plan to address guest feedback. We will follow up with any additional information.
  

  We are pleased that the patrol union strike has ended and are looking forward to welcoming back our striking patrollers. We are grateful for our guestspatience and for our team who worked hard to keep the mountain open and operating safely over the past two weeks.
  

  Thanks for your continued support of Park City Mountain.
  

  We regret that we are unable to assist with your request for compensation or to transfer your passes. However, we are confident that Vail Resorts is reviewing the feedback that they have received and they are actively working on plans to address these concerns further. They thank you for your patience as they continue to work on resolving guest requests.
  

  Sincerely,
  ******

  Customer response

  01/14/2025

   
  Complaint: 22770513
  
  I am rejecting this response because:
  
  You failed to provide any form of compensation.

  Sincerely,
  
  **** *********

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