The Question: I'm planning on buying a season pass this year but am a little hesitant because a friend last year missed a lot of ski days due to unfortunate weather. Do you have any compensation for lost ski days or some type of pass refund policy?

Mountain 1: mass., medium Area

First Contact: Automated girl, chose "season pass option" from perky girl.
Answering Phone: Not so perky girl
SAM: Stated question
Staff: Hmm, no. We do not. I mean if something were to happen as in like something medical, like surgery or something like that, we'd take that into consideration, but not the weather. That's something that's completely out of our control obviously, so we can't compensate for it.
SAM: But what about the lost ski days that were technically paid for, but were a wash out because of the weather? I know you can't control that, but if they start to add up I'd be worried I wasn't getting my money's worth. You don't provide anything for that?
Staff: No, and we were actually open by mid December this year, which is close to average so I mean, like... (silence…like...what's up?)
SAM: So you don't offer any kind of pass insurance?
Staff: Uh, no. No we do not.
SAM: OK then, guess I'll hope for a lot of snow then.
Staff: Guess so then.

Rating: 4
Comment: Is depression from lack of snowfall a medical condition? She could have used a burst of the automated perky girl in her tone.


Mountain 2: Penn., medium Area

First Contact: Friendly and enthusiastic female
SAM: Stated question
Staff: Um, well, yeah there is insurance you can purchase with the pass, but don't actually quote me on that because it's not my area of expertise. Let me pull out the brochure even though it's from last year, it should be pretty much the same.
SAM: OK, let's see what we’re working with.
Staff: OK, it says here that we do have a protection service policy for passes. It says "we will reimburse your pass if" oh wait, yeah there it is, "if your job requires you to transfer out of state or any personal injury." Hmm, nothing about weather though. But I think that if you don't use your pass for a long period of time, you can get a cheaper one next season. I'm pretty sure we offer something like that. Gosh I'm sorry, guest services just isn't in yet, who would totally be able to answer this question no problem and help you out.
SAM: No worries. You said you thought there's an offer that if your pass isn't used to its full potential, that you can get a cheaper one the following season?
Staff: Well, yeah, I know that even some people don't use their season pass a lot at all for some kind of legitimate reason and then they're offered a pass for next season at a much lower price for all the days they missed the previous year. We should be getting our new brochures out early next week, which will have all the new information regarding season passes and guest services will be in and they'll be able to answer your question waaaay better than I am right now, ha ha ha, sorry about that. You can easily call back in a week to get filled in on all the details.
SAM: OK, awesome, thanks!

Rating: 8.5
Comment: She admitted right off the bat that this was not her game, but tried her best. A+ for attitude and a lesson for everyone.


Mountain 3: oregon, medium Area

First Contact: Young male, sounded pumped to be at work. I like it!
SAM: Stated question
Staff: Well, actually, last year wasn't as bad as we've seen, but I get what you’re asking, sure.
SAM: Yeah, I was just curious in case of the worst and the season doesn't get underway until later than planned.
Staff: Yeah, we normally do. So if you buy a season pass and we have a questionable year and miss a bunch days because, oh I don't know, the gnarly Gods above threw a fit of bad weather and you want to buy one for next year, our owner will cut those people a pretty sweet deal compared to everyone else. I mean one year we just got killed and he came in and really discounted next year's season passes. Last year was all right so there was no super deal, but again, the owner told all the pass­holders that if they bought their season passes now, which was at the end of the season, he'd give them an even bigger break than they'd get pre-season. He's always wheeling and dealing and looking for ways to make it up.
SAM: No way, that is pretty sweet. Guess I'm all set with my question then. Thanks!

Rating: 9.9
Comment: How dare those "gnarly Gods above!" The friendly, enthusiastically charming attitude got this guy the points, not the deals.


Mountain 4: vermont, Large Area

First Contact: Automated machine. Chose "to purchase a season pass…" option.
Answering phone: Young woman, seemingly nice.
SAM: Stated question
Staff: We do not, noooo. (Silence...)
SAM: Well, I've heard of trip insurance before, what about season pass insurance? Is there anything like that you offer?
Staff: There's not, no. (More silence. Crickets are starting to chirp, loudly.)
SAM: Well, I know you can't control the weather, but what about all those potential ski days that could be lost, which happened to my friend a lot last year. In one way, that's money lost that couldn't be made up. It's paid directly to you who offer no form of reimbursement for the customer who then might think twice the following year. What about rolling over the lost days to a pass for next season?
Staff: Yeah, nothing like that either... (crickets are out of control now)
SAM: Allrighty then. Thanks.

Rating: .1
Comment: She at least answered the phone nicely, but she could've at least said "no" with some oomph.


Mountain 5: Virginia, Medium Area

First Contact: Sort of friendly woman
SAM: Stated question
Staff: Hold on one second.
Staff: No ma'am.
SAM: Well, I've heard of trip insurance, is there any sort of pass insurance that you offer?
Staff: No, and ahh, actually we had a really good ski season last year even though it started a little late. We can make our own snow as long as the conditions permit and we had 100 percent of our terrain open sooo…(You can make your own snow? Wow.)
SAM: All right, well I mean that's good to hear. I'm just curious what happens with all those lost days for passholders if you don't open until weeks after you initially planned, is there's any compensation?
Staff: No there's not. OK, then?
SAM: Okay then, thanks.

Rating: 3
Comment: Lacking TLC.


Mountain 6: Michigan, Medium Area

First Contact: Almost friendly female
SAM: Stated question
Staff: Oh, wow, you're a little early don't you think, hon? All that information doesn't come out until later on.
SAM: Well, I was just curious if there was any insurance, maybe like trip insurance because last season wasn't so hot. (Actually it was just that.)
Staff: Um, yeah, no, no we don't. Yeah because we don't control the weather.
SAM: That'd be nice though.
Staff: Yeeah, maybe we'll work on that. OK then, hon?
SAM: Oookay then, thanks.

Rating: 2
Comment: I just needed to feel a little more customer lovin', hon.


Mountain 7: N.H., Medium Area

First Contact: Automated machine. Chose "mountain info."
Answering Phone: Young female, friendly
SAM: Stated question
Staff: No, we don’t because to say that they lost a lot of days skiing is hard because we make 100 percent of our snow cover.
SAM: Well, that's true, but what about if the weather doesn't cooperate and you can't make snow until a little later. What about those lost ski days? Is there any plan in place to make that up to the customer?
Staff: Right, I understand what you're saying, but unfortunately we don't offer anything like that.
SAM: Well I know places that offer trip insurance, what about any sort of insurance on your pass?
Staff: No, but that's a good thought. Something to think about maybe offering. How would you want it to work?
SAM: Well, something that just protects me from throwing away money based on weather no one can control. If I could purchase a pass protection plan or insurance, then I'd have some guarantee of getting lost money back if the season didn't start until late December when it was supposed to start in late November or something. Then, even if I did get a full season's worth of skiing in, paying the insurance was my choice and now that's more profit in your pocket.
Staff: Yeah, I could see how that could work, or even roll over days, which would be hard to track and someone could lie about what they thought were lost days, so there has to be a way to organize it correctly.
SAM: Yeah, it could definitely be controlled and monitored in some way. Dates could be outlined and so on. I just figured you can buy insurance for almost anything now, why not a ski pass?
Staff: Well, thanks for the input, let me run this by the big guy and I'll actually give you a call back and see what he thinks about the whole thing. What's your name?
SAM: Liz. (Whoops, forgot a fake name. Oh well.)
Staff: Great, well let me have your number and I'll give you a call back.
SAM: (Blurted out a fake number. I did feel badly about that.)

Rating: 10
Comment: Amazing customer service—heard me out, complimented my ideas and said she'd even run it past the "big guy." Really makes the customer feel valued. Hiiiigh five!

Identity Revealed: Pats Peak


Mountain 8, Vermont, Medium Area

Answering Phone: Lovely woman
SAM:Stated question
Staff: I think what they did last year was that they extended something with the passes... let me just connect you through to over there. (Took a connection to "over there.")
SAM: I'm going to connect you to Joe Riviera who oversees that department and who can help you. Just one second. (Listened to the resort's "incredible, soothing spa" package. Sounded pretty soothing actually.)
First Contact: Young male, laid back and super friendly.
Staff: Hi this is Joe, how can I help you?
SAM: Stated question
Staff: Well, um have you ever purchased a pass with us before?
SAM: No I haven't.
Staff: OK, well the way they work, you take a gamble like anything else. Some years we have really good snow and some years we don't. Last year turned out pretty well because of all the late snow we got. We don't offer any guarantees and the way that it works is that the best pricing is during September so it's really a gamble again. It depends on if you want to take the chance, that's the cut and dry of it. I mean if a person gets injured we certainly compensate for that and roll the pass over to next season.
SAM: You mentioned before about injury compensation, but is there any type of pass insurance I can purchase?
Staff: No, well I mean all we offer, we offer a pass protection program only if you lose your pass.
SAM: So there's nothing you can do about weather for me?
Staff: Yeah I mean it's a gamble but it does pay off because we always get some form of good skiing at some point in the season. Even if we make it all season, there's always a time of decent conditions.
SAM: True, something to keep in mind I guess.
Staff: It's just that, ya know, most places can't make that promise either, so I mean yeah.

Rating: 8
Comment: Final verdict: it's all a gamble apparently. The customer service was great though-polite, patient and honest. Big points.


Mountain 9, California, large area

First Contact: Female. Very friendly and patient
SAM: Stated Question
SAM: Um, actually I thought last season was a good cross-country season because we didn't have a lot of snow. But the answer is no, because we wouldn't survive if we always offered refunds. If you don't want a season pass you could pay for a 10-pack, which is much cheaper obviously, but still a good package. That way you don't have to fully commit to a season pass if you're unsure of the weather.
SAM: Well, yeah, that is another option. But what about maybe some sort of pass insurance, like trip insurance?
Staff: No, we just don't take the chance with that on weather conditions. I mean you take the good with the bad and we just can't take the chance. It can always go either way you know? The season pass cut off date it coming up and I can post the form to you if you'd like and you can send it back to get the discount. At the moment the X pass is $XXX and a midweek pass is $XXX and the 10-pack is $XXX. So you've got a few choices there and if you don't like any of them you can buy a pre-pack of tickets ahead of time, too.
SAM: Well thanks, those are good options to consider. No worries about posting it to me, can I check it out on your website?
Staff: Oh yeah, of course, it's xxx.com. It's really simple and easy.
SAM: Thanks.

Rating: 8
Comment: Very nice and sympathized with my concern. Even gave me the low down on other pass options if I didn't want to fork over the full season pass cost.