Big Burke announcement

[VTKilarney]

If Facebook is to be believed, some people were stuck for upwards of two hours. The stuck guests were given a coupon for $20 off of a lift ticket. Management was nowhere to be seen when they got off the lift. Cafeteria was closed.


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[thetrailboss]

What was the reason it was down?


Sent from my iPhone using AlpineZone

 

[thetrailboss]

And yet another incident where management didn't step up and take care of things. The norm for lift situations is normally a free day ticket to comp those who lost ski time. But then again there is nothing normal with this management.

 

[VTKilarney]

It was a "low voltage malfunction", whatever that means.


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[vermonter44]

It was a "low voltage malfunction", whatever that means.


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That sounds like a failure power. I wonder if it was in the lift equipment or an issue somewhere else

 

[Smellytele]

Low voltage sounds like a controls issue not an actual power outage.

 

[burski]

Low voltage is typically isolated to the lift itself, not an actual power outage as the lower lift continued to run all day. I have talked to a number of people that said that some were stuck on the lift for as long as 3 hours... and confirmed that they were only provided a $20 off coupon for their inconvenience

 

[deadheadskier]

The stoppage occurred almost at the end of the day yes? At least that's what I gathered from Facebook. Maybe that's the reason they only offered $20 instead of a full day voucher?

It's still penny wise and pound foolish decision if you ask me. An infrequent skier might not return to a ski area again after such an episode thinking they have unreliable lifts. A very beginning skier might give up the sport all together. Extreme reactions for sure, but it's fairly amazing that some of my never ever skiing friends think of what we do in the mountains as completely crazy. An experience like that could be a huge turn off and make someone not want to come back to the sport.

 

[River19]

I think the $20 thing is exactly in line with the theme of Jr. It makes sense from a "how much of the skiing day did they miss out on due to the lift issue?" standpoint......it makes zero sense from a customer service point of view.

Free weekend pass/day pass combined with being there with a hot or cold beverage and a hearty handshake and apology from mgt would be nice if I froze my ass off hanging on a lift for 2-3hrs.......but what do I know.

Personally, if it were me that sat up there for 3hrs, I would give the guys that got me off a big handshake and hug and a "thanks" for a job well done. If a member of management offered me only $20 for my troubles after 2-3 hrs of hanging there, I would want to kick them in the balls and throw it at them......as a $20 "voucher" after that would feel like a kick in the balls to me, might as well return the favor.

 

[Big Wave Dave]

I think the $20 thing is exactly in line with the theme of Jr. It makes sense from a "how much of the skiing day did they miss out on due to the lift issue?" standpoint......it makes zero sense from a customer service point of view.

Free weekend pass/day pass combined with being there with a hot or cold beverage and a hearty handshake and apology from mgt would be nice if I froze my ass off hanging on a lift for 2-3hrs.......but what do I know.

Personally, if it were me that sat up there for 3hrs, I would give the guys that got me off a big handshake and hug and a "thanks" for a job well done. If a member of management offered me only $20 for my troubles after 2-3 hrs of hanging there, I would want to kick them in the balls and throw it at them......as a $20 "voucher" after that would feel like a kick in the balls to me, might as well return the favor.

I have been evacuated from lifts 4 times, including once long ago on the old willoughby double, and have never been offered anything except once when I got a voucher for a free hot chocolate- this was at Breck. Not sure giving $20 to someone is really that inconsequential. No excuse for the lack of management on site.

 

[thetrailboss]

I have been evacuated from lifts 4 times, including once long ago on the old willoughby double, and have never been offered anything except once when I got a voucher for a free hot chocolate- this was at Breck. Not sure giving $20 to someone is really that inconsequential. No excuse for the lack of management on site.

I saw last night that the evac was at the end of the day, so perhaps that is why they figured that $20 was more in line than a free ticket. But then again perhaps someone had to make an executive decision and did not want to face the ire of his/her superior and decided to do this. We will never know I guess. Glad everyone is OK and the lift is fixed.

 

[VTKilarney]

For all of the expectation on this forum for a free ticket, it doesn't seem to be the industry norm.

From what I have heard it took 3 hours or so to complete the evacuation. Whether or not the stoppage occurred at the end of the day, that's a long time to be stuck on a lift. If I were in charge I would probably vary what I gave out depending on how long the people were stuck.

 

[deadheadskier]

I think you need to be consistent. If I found out a buddy got a free ski day, but I only got $20 because I was the first to be evacuated? I wouldn't be pleased.

Yes, some are going to be inconvenienced more than others, but it's about building good will with great customer service. Outside of feeling safe, I doubt many customers walked away thinking they got good service.

 

[thetrailboss]

I think you need to be consistent. If I found out a buddy got a free ski day, but I only got $20 because I was the first to be evacuated? I wouldn't be pleased.

Yes, some are going to be inconvenienced more than others, but it's about building good will with great customer service. Outside of feeling safe, I doubt many customers walked away thinking they got good service.

The last time I was evacuated, on Dec. 25, 2006 at Burke, I got a free ticket. Most places usually do that from what I have heard. I also got a free hot bev. I was stuck at 1pm or so and not off until 3pm. Management was there at the lodge checking with folks.

 

[thetrailboss]

And this is NOT going to go away......

http://vtdigger.org/2015/03/30/vtdigger-exclusive-state-raises-questions-about-anc-bio-finances/

It's a sibling of the Burke projects, but still concerning....

 

[Edd]

A free ticket for an evacuation is a no-brainer to me. Some folks would find that a terrifying experience. For pass holders, at least a decent free lunch or something.

 

[VTKilarney]

I think you need to be consistent. If I found out a buddy got a free ski day, but I only got $20 because I was the first to be evacuated? I wouldn't be pleased..

Different strokes for different folks. I would much rather be the person who got off in ten minutes but only got a $20 coupon. As much as I like the idea of a free voucher, I value not being stuck on a lift more.

 

[deadheadskier]

And that's fine, but you don't make customer service decisions based on what's best for the individual. You want to ensure everyone is satisfied.

While you might prefer being the ten minute, $20 guy; you'd be even happier being the 10 minutes full voucher person.

If you vary compensation on time stuck up there, some folks would find your methods arbitrary and get pissed.

 

[River19]

Different strokes for different folks. I would much rather be the person who got off in ten minutes but only got a $20 coupon. As much as I like the idea of a free voucher, I value not being stuck on a lift more.

Which is why, if it were me, and I fell into the 1.5-3hr camp I would be in the gimme a free day bucket. How much would Jr. charge me to ski for only 1.5-3hrs? $20?

 

[VTKilarney]

Which is why, if it were me, and I fell into the 1.5-3hr camp I would be in the gimme a free day bucket. How much would Jr. charge me to ski for only 1.5-3hrs? $20?

I definitely agree that people stuck on the lift for more than 30 minutes or so should get a free return voucher.

Deadheadskier has a good point. You will annoy fewer people with free vouchers - so it's the best idea to give out the free vouchers.