Thursday was the final day that Epic Pass holders could use their credits from the COVID-shortened 2019-20 skiing and riding season toward a new pass for the upcoming winter. So, it was only logical to predict that Vail Resorts would find their servers overloaded the day before, as users waited until the last minute to redeem their balances.
It’s been a bit of a jumbled month for Vail when it comes to its e-commerce. Customers looking to apply their credits toward a lesser-value pass (i.e. the new Northeast Value Pass, good for use at Vail’s New England properties — Stowe, Okemo, Mount Snow, Attitash, Wildcat, Mount Sunapee, and Crotched ) found a roadblock online, directing them to call customer service, where representatives were overloaded with calls. Vail’s response to the confusion has been admirable (tip of the hat to Eastern Region senior manager of communications Jamie Storrs for his open communication with befuddled customers on social media), but the problems have, nonetheless, raised a concern for Epic Pass holders looking to ski or ride this winter.
If it was this difficult to renew season passes, what is it going to be like come time to utilize Vail’s online reservation system?
As part of its COVID-19 protocols, Vail Resorts announced last month that it would require reservations for at least the beginning of the 2020-21 season. Epic Pass holders will receive priority access to the reservation system, including access all season with week-of reservations. They will also have exclusive early-season access, with daily lift tickets not going on sale to the public until Dec. 8.