Like many passholders, I was disappointed when Whistler Blackcomb (WB) sold to Vail Resorts.
The frustration grew as we watched [Vail Resorts] make multiple decisions that basically told the existing skiers to piss off. All they wanted was an additional destination for Epic passholders in other regions. And the switch over was pathetic as we learned they would be replacing the well-run WB computer system with their severely antiquated system.
This year, I had a challenge. They charged my credit card twice for a pass. I tried calling customer service twice … on hold for 3-plus hours and gave up.
Then I decided to try [online] chat. The message back was that I was 1,736th in line and the wait time would be 638 minutes. It was such a joke that I took a screen shot.
Finally, I showed up at the customer service windows in person. I was greeted by this positive-energy person who immediately made my day (wish I had noticed her name). She said that I would need to talk with her manager Mark. He was dealing with another customer and five minutes later came over.
He was amazing… In spite of the continued issue of the Vail Resorts 286 computer driven system, he was able to find the file and issue a credit.
So THANKS Mark. I could tell that there is a lot of stress on those needing to work with substandard technology. But, the true, positive spirit shone through and I am so grateful to have you and the team there to help us create that positive spirit that is WB.
Michael Hagerman // Whistler
