A few weeks ago I wrote a letter to the editor regarding the status of my refund for Whistler Blackcomb seasons’ tickets (April 27, “Vail Resorts—you blew it”).
Like many of you, the refund process was (and remains to be) a long and frustrating delay. Many have been responding to Vail Resorts on the marketing channels of Facebook and Instagram, and the rhetoric and frustration has been amplifying over the past few weeks.
Well, good things come to those who wait.
This week I received a refund in full. Why? I don’t know if my previous letter had an influence on speeding things up, or if it was just irony that ACM Claims reached out the same week after my letter posted to confirm my mailing address. What I do believe is there are likely thousands, if not tens of thousands of refunds to process and it's going to take time.
The mathematical formula for determining eligible customers, prorating days, and measuring seasonal usage, as well as validating legal mailing addresses and managing customer expectations has got to be a very complex and sometimes overwhelming experience.
I can only imagine what it’s like dealing with upset customers (as I was), and managing a once-in-a-lifetime experience like COVID-19 (as we all are). Doing all of this with a small staff, likely a limited budget, and managing a decision-making process that will only reduce the company’s 2021 revenue has got to be a really tough job.
I had no idea that my letter to the editor at Pique would generate so many connections. To all those who reached out to me, forwarded my letter, or just read my previous letter; my advice is just hang in there. The right thing will be done. Yes, there may be edge cases and some will squeeze through and others will not. However, in the end, I think these things will have a way of balancing out and Vail Resorts is doing everything it likely can to properly balance a very challenging time for team and customers.
So this time I am saying thanks. Thanks to ACM Claims for doing honest work, Vail Resorts for doing the right thing, and to a small group of people who are working very hard and managing this process.
This is possibly the most tiresome and thankless work for many of you (meaning you likely hear more negative customer feedback than positive), but I do want to recognize your efforts and say thanks for doing the right thing.
I feel like a best friend from a long time ago [has] reached out to me and could use some positive feedback.
Brad Sevenko // Seattle Washington