Lost Season Pass (Sunday River)

[Riverveteran]

So I lost my season pass today skiing at Sunday River. I had my pass on a retractable pull-cord as it has been for many years. We were on about our 5th lap of the Lollapooloza Quad around noon (tickets checked each run by same lift attendant) when he (and I) noticed my pass had broken off from the pull cord. The liftee asked me to step out of line as he went to get his foreman. Foreman (Todd) came out and I recognized him from my 25+years at the mountain, but he doesn't know me. He informed that he had to take me by snowmobile to the South Ridge season's pass office to validate that I had a season pass....there was no other option. He took my skis from me, got on the sled - very professional and courtesy and took me to SR on about a 10 minute snowmobile trip through the woods on a maintenance road. The rest of my party was free to go.

We got to the Chondola, parked there and he walked me straight to office and stayed with me where they then asked me a series of questions (ID, birthdate, why/how I lost the pass?) and then finally issued me a temp ticket upon confirming I was a passholder. Once I got a ticket I asked; WHY THE PERSECUTION? You can only get to the Lolla Quad after riding 2 lifts (unless you park at the Grand Summit). I couldn't help but feel I did something wrong the way I was treated, marched passed everyone in line at the Chondola; one liftee there said; "Got another one, Todd?"

Needless to say my friends got lost getting back to SR with only mid-week lifts running and killed an hour of skiing on a great day. I can't help but think this could have been handled better. Maybe Todd could have called the pass office? And then allowed me lift access to ski to SR with my group? Maybe he could have shot me up to the Summit and cared for it there. Just seemed like a poor way to handle? I realize they have to protect the bottom-line.

Thoughts?

 

[bigbog]

Seems like a good place to use a phone camera --> shoot pic to the machine for verification... One of those days RV....often takes time to train personnel and/or convince mgmnt that new devices can make things easier.
$.01

 

[telemon]

I saw Todd do the same thing to an elderly woman about two weeks ago out in Jordan. He made her seperate from her group and took her all the way back to South Ridge. I realize he is just doing his job but....

 

[snowmonster]

This is the reason I've stopped using that lanyard that they give you when you get a pass at Sunday River. The string breaks very easily. You're better off using one of those zipties to attach the pass to your jacket.

 

[Edd]

That does sound like an unpleasant experience since you had no idea the pass was missing when you approached the lift.

I can see both sides here so I don't blame them for checking. However, if they have decided to check for passes way out at Jordan, they should empower the staff at the Jordan hotel to check on your pass themselves; a one minute snowmobile ride beats a ten minute one.

 

[Breeze]

While I don't blame you for being irritated, and even angry at the off hand , over the top liftee comment , I wish you'd see at least some of the good in this.

Sunday River does empower staff to take care of situations. Todd could have told you to get the fuck lost, take your own hike to Jordan, catch the shuttle from Jordan to South Ridge, go deal with your problem yourself.

Maybe you didn''t like the way it went down, but please try to see that someone extended themself on your behalf in an effort to HELP solve your problem .

Call SR and take it up with the supervisor at South Ridge.

Breeze

 

[Edd]

Sunday River does empower staff to take care of situations. Todd could have told you to get the fuck lost, take your own hike to Jordan, catch the shuttle from Jordan to South Ridge, go deal with your problem yourself

Since day skiers are not permitted to park at Jordan the last I knew, I think "get the f*** lost" would have been a poor response and it was wise for Todd not to do that. Passes do get lost.

 

[Riverveteran]

While I don't blame you for being irritated, and even angry at the off hand , over the top liftee comment , I wish you'd see at least some of the good in this.

Sunday River does empower staff to take care of situations. Todd could have told you to get the fuck lost, take your own hike to Jordan, catch the shuttle from Jordan to South Ridge, go deal with your problem yourself.

Maybe you didn''t like the way it went down, but please try to see that someone extended themself on your behalf in an effort to HELP solve your problem .

Call SR and take it up with the supervisor at South Ridge.

Breeze

I believe I complemented Todd as courtesy and professional. I think he was only doing his job as prescribed by management. I think management needs to take a better look at this.

Telling someone to F-off and walk back from Jordan? That's a great idea, well thought out.....that creates its own liabilities: someone could get lost in the woods, hypothermia, lawsuits, bad customer relations. And it totally makes sense to take a lift foreman off the mountain to confirm something as simple as someone being a pass-holder.

 

[powpig2002]

want some cheese with that whine?

 

[Riverveteran]

want some cheese with that whine?

No wine, or whine as you would say, just looking for feedback on situation. Thanks for yours!

 

[riverc0il]

I lost my pass once at Jay. Must have fallen off while I was skiing in the woods. I thought I was screwed. Jay doesn't have River's layout, you're always at a base area with access to a transfer lift (never had my pass checked on the T-bar and Customer Service is at Tramside). They asked questions, checked my picture, and took care of me with minimal hassle. I know its the last thing they want to do because of the potential for misuse.

Obviously, the ski area does not want to be giving out extra season passes. Lifties are not checking pictures, especially with folks helmeted and goggled. Someone could fake a lost pass and hand the replacement to a friend. In my situation, I was just grateful they gave me a replacement and I didn't have to pay anything extra. So I really feel for the resort in this case and any minor inconvenience you are put through is not the ski area's fault. I am sure they would rather allocate their limited resources to ANYTHING other than verifying season pass info and issuing a new pass.

It sounds like one of the guys gave some lip about the situation and that is a problem. You don't provide someone service while bad mouthing them. But IMO, you should be grateful for any procedure they have in place to get you a new season pass because its all about personal responsibility and accountability. If you lost your pass, you are at their mercy, and it seems they did you right at expense to them (payroll, gas, and wear and tear on the sled plus the time of all involved).

 

[Riverveteran]

I lost my pass once at Jay. Must have fallen off while I was skiing in the woods. I thought I was screwed. Jay doesn't have River's layout, you're always at a base area with access to a transfer lift (never had my pass checked on the T-bar and Customer Service is at Tramside). They asked questions, checked my picture, and took care of me with minimal hassle. I know its the last thing they want to do because of the potential for misuse.

Obviously, the ski area does not want to be giving out extra season passes. Lifties are not checking pictures, especially with folks helmeted and goggled. Someone could fake a lost pass and hand the replacement to a friend. In my situation, I was just grateful they gave me a replacement and I didn't have to pay anything extra. So I really feel for the resort in this case and any minor inconvenience you are put through is not the ski area's fault. I am sure they would rather allocate their limited resources to ANYTHING other than verifying season pass info and issuing a new pass.

It sounds like one of the guys gave some lip about the situation and that is a problem. You don't provide someone service while bad mouthing them. But IMO, you should be grateful for any procedure they have in place to get you a new season pass because its all about personal responsibility and accountability. If you lost your pass, you are at their mercy, and it seems they did you right at expense to them (payroll, gas, and wear and tear on the sled plus the time of all involved).

Thanks, that's a very good point about the lost pass being given to a friend. I think that's why they wait 48 hours to issue another pass. Then the bar code on the lost pass is deactivated and the lost pass, if used, should get picked up by a scanner in a perfect world.

 

[bobbutts]

those lanyards absolutely suck

 

[deadheadskier]

I had a somewhat similar experience at Stratton yesterday. My employee friend there lost his pass of the same sort of retractable lanyard.

He has worked there 8 years and was hassled by a liftie, whom he knew. We were in Sunbowl, and the HR office to get a new pass is at the main base. Took a bit of pleading, but eventually we were allowed up the lift to head down to the main base for him to get a new pass.

I think the bigger issue with this Sunday River experience is the liability risk they took by having you ride on the back of a snowmobile. If you had fallen off and gotten hurt I would think the mountain would be liable.

 

[powpig2002]

and you should have turned the wiseass in. NO need of that crap.

 

[Glenn]

Interesting situation...I can see both sides. Almost makes the argument for an RFID device you could put in a pocket and and not have to worry about.

 

[threecy]

I think the bigger issue with this Sunday River experience is the liability risk they took by having you ride on the back of a snowmobile. If you had fallen off and gotten hurt I would think the mountain would be liable.

Perhaps, but if you were John Doe non-season passholder using their trails and lifts without a lift ticket (and release), they're also left wide open in a sense.

 

[deadheadskier]

I was going to say if season passes all become RFD, the lost pass issues would be minimized. However, I'd imagine due to potential fraud, they'll still request to see the pass.

Which poses another question for me. I wonder if selling tickets used half day in the parking lot is on the rise with RFD being used now. It's been done forever with clipped tickets, but it's even easier now.

I'm not sure if it's still true, but a Ski Area Management class I took in college stated that 3-5% of skiers out there are at the resorts via fraudulent passes.

I keep my Ragged pass on a standard lanyard stuck in my jacket. There it's not a big deal. I don't ski there enough for everyone to know me, but theres so few people who do ski there that usually after the first 2-3 lift rides up, I'm recognized. Being a redhead though, my features are rather distinct.

 

[Vortex]

I think I heard about a similar story in line today. The word seems to have been spread. My guess is the goal is to limit theft of service. More people know now. Todd is a gentleman and probably was doing what he was asked to.

 

[Glenn]

I saw RFID passes mentioned on another board. While watching ticket scanners scan everyone this weekend, it started to make more sense. But I'm sure there would be some kinks to iron out.