epic pass- has unlimited access for any dates to ski in the mountain or access for everything you can ski anywhere means it has unlimited full access of resorts and no restrcted dates. This are the Pass holder benefits or epic pass benefits or the season passes benefits BUDDY TICKETS has limited time to purchase this kind of ticket. you can have 10 tickets for buddy ticket if u purchase it on a date in March-April 21 you can have 2 tickets for buddy ticket if u purchase it on a date in April 22-May 31 Prior to picking up their Buddy/SWAF ticket at the ticket window, a guest must purchase the ticket onlime within their epic account. 1. Login and navigate to the My account page 2. click on the season passes tab 3.Scroll down to the benefit tickets tab a. Dark ticket icons indicate availanle tickets b.light tickets icons indicate used tickets SKI WITH A FRIEND have 6 tickets with a friend advice the guest to log in by log in their username or email address and password. after that click the threes horizontal lines and click the my epic account and after that you will be routed to epic account and they see the CAPITALIZE LETTER OF MY EPIC PASS under that it has PASSES they only need to click the passes in order to know their passes. "only the pass holder can pick up the ticket" epic mountain rewards u have automatically 20% discounts for rentals, foods and beverages, ski for school, lodging, epic coverage is not an insurancee product we no longer offer pass insurance for our season pass products Sidgwick phone numner 1-877-895-1297 they are the one who process the refund only not us. EPIC COVERAGE- CREDITS election choices CORE SEASON- Epic Coverage covers the whole winter season 132 days -The guest will be protected for all season -UNLIMITED TIME TO SKI PRIORITY DAYS- Epic Coverage will only cover up to 7 days. if they qualifying events for those dates they usually receive bigger credit - if they have limited time to ski they can purchase priority dates - As agents we can only provide this benefit if they are eligible if not we cannot provide this benefit to them. they can only eligible for the credit or pass refund if they received an email. Lift tickets- resorts and dates specific Multi day lift tickets which you can bundle it to purchased like 3 consicutively active for 3 days but after its mountain time 5 pm for the day of 3day they are not eligble for a refund. if malapas ug 5 pm they are not eligble for a refunnds We cannot refund their lift tickets if they used their tickets. !check the ticket usage to find out if they used their tickets if the tickets has been used it indicates 1. if indicates there 0 so they dont use the tickets Lift Tickets: Date Specific Only valid for a specific period of time Resort specific Often more expensive Refundable on a case by case basis until 5 pm of the expiration date of the lift ticket. If the lift ticket expiration date is november 11 ADVANCED 7 or more 10-20% discount MID ADVANCED If they purchase 1-6 days in advance they can save up to 5-10% compared to the ticket window rate. For the tickets to be mailed my address, I need to purchase it 9 days in advance WINDOW RATE (Inside Advanced) If they purchase same day they will have no savings and must purchase either online or at the window. Not available over the phone. Specialty tickets REQUIRE IN-PERSON verification *Military Lift Tickets military tickets - they need to bring a military ID for verification. - military lift tickets can only be purchased through Ticket window, Over the Phone and on the website. - MLT only product that can be solde Day-OFF or on the spot *PROFESSIONAL COURTESY *SWAFF/BUDDY eligible for MLT Status-Active, Dependent, retired, reservist, active duty DEceased branch-Army, navy , air force, marines, Coast Guard Department of homeland security, canadian army all about army, the royal canadian DOD (department of defense) those are in the office Season PASSES MEDIA CARD is a physical card that they need to use to ski at the mountain. -if they left it at home they need to ticket window they can get a new one printed one. - if they one to purchase epic pass they go on this websites epicpass.com - Epic Pass - MOst expensive becuzz it no restriction dates or black out days and they can skii unlimited days and unlimited access -Child age of 4 and Below- Free Access pass Epic Local Pass - Specialty epic pass -military passes if they to be verified for military passes they need to bring their Military ID - they can purchased military pass active dependents means the the officer can purchase the tickets if they a have wife or children that depends on them - if they are not US MILITARY canadian and Australian military they are not eligible to purchase the miltary pass. triker insurance, dependents documents Epic Australia Pass - EPIC DAY PASS - 1-7 days -all access -all access restricted -limited access -limited accces REGIONAL PASSES -Afton alps pass -THE PERFECT PASS TO SKI AND RIDE AT AFTON ALPS. Includes Epic Mountain Rewards – 20% off food, lodging, lessons, rentals and more. Refunds for job loss, injury, illness & more with Epic Coverage. Plus, discounted tickets for you, friends and family. College Passes -verification@vailresorts.com -college pass must present proog of 12 credit hours(underground) or 6 credit hours (grad students) for the 21.22 season in order to activate their pass they can used this email verification@vailresorts.com. Whistler Blackcomb -is very big resort which it has 5 gondolas and 4757 acres of skable terrain with 37 lifts. the lift side is the whistler and the right mountain is the blackcomb. -BAF bring a friend ticket thats for whistler blackcomb passes for 25% ticket. Whistler Blackcomb Parent Pass On sale in the Spring season) -unlimited,unrestricted acces to WB for the 2021/2022 winter season -No new passholders accepted -only sold at pass administration -sold at one rate WB pass this is only applicable for Whistler blackcomb and other resorts that are under from vail resorts in whistler blackcomb bring a friend is only the discount tickets they have for Whistler blackcomb vs epic pass they can use unlimited unrestricted access to Whistler Blackcomb SWAF and Buddy tickets are the discounts ticket under the Epic pass Specialty Passes 1. Spirit pass ( o sale in the fall season) it has unlimited unresstricted access WB for the 2021/2022 winter season this will be applicable for those employee of Whistler Blackcomb 2. sea to sky pass (on sale in the fall seaon) ut has unlimited unrestriucted access to WB for the 2021/2022 winter season -sold exclusively to grade school students up to grade12 ages 7-18 in the sea to sky corridor(is the school) 3.Student pass (on sale in the fall season) -unlimited restricted access ro WB for the 2021/2022 winter season restricted Dec. 26-31, (50% off day tickets available) -they can purchase it online and they need to send their documents for this kind of passes on this websites wbstudentpass@vailresorts.com this for only Whistler Blackcomb 4. Gap Pass( on sale all season) unlimited unrestricted access to WB for the 2021/2022 winter season -offered to specific tour operators/academies in whistler -on sale for the entire winter season sold at one rate 5. Founder Pass ( on sale in fall season) unlimited unrestricted access to WB for the 2021/ 2022 winter season and 2022 *WB ulimtied and spirit pass -early bird bring a friend 2x 50% off (only for adult and senior WB unlimited) Bring a friend 6x 25% off lift abd 6x 25% off sightsee tickets -50% off lift tickets at vail owned and operated resorts in the US 20% off tube park tickets 20% off on mountain food and hot drinks 20% off ski abd snowboard rentals at whistler blackcomb 20% off retail at WB Was and tuning Discounts 50 dollar off ski school group lesson and camps lodging discounts -WB unlimited receives 2021 summer access spirit receives 2022 summer access "TOT or baby young child" "If the guest ask for the gift cards just refer it to the resorts itself by providing the contact number or emails" lift ticket - has limited day to ski if its only for one day or for one month after you consumed that specific date ur not able to ski unless if u purchase again. -dates and resort specific -only valid for specific period of time -often more expensive -refundable on case to case basis -available all season -winter lift tickets Lift Tickets are refundle until 5pm its experiction lift tickets STRUCTURE Advance you purchased 7 days or more in advance and you will get 10-20% off compared to the window rate. Mid Advance if you purchase 1-6 days only in advance you can save up 5-10% Window rate its not have any savings or discounts on the day off or the day you purchase your ticket. Lift tickets will only be mailed out if they are purchased 3 or more days in advance. life ticket time frame 1- 7 days Lift Ticket Tiers- Reciprocity -Dependinng on w/c resort you purchase your lift tickets for and the amount of days you purchase at once, some of our lift tickets give you bonus access to other resorts within the same date Note: Park City lift Tickets are Park City Only and give no bonus access as Park CIty is the only Vail Owned Resort in Utah. Colorado Tiers Vail/Beaver Creek ( tier) breckenridge (tier 2) keystone (tier 3) California Tiers Northstar (tier 1) Heavenly (Tier 2) Kirkwood (tier 3) EASTERN REGION wildcat and attitash tickets have reciprocity at each others resort with no restrictions MID ATLANTIC REGION Big boulder and Jack frost have reciprocity at each other resort with no retrictons MID WEST REGION Brandywine and Boston Mills have reciprocity at each others resort with no restrictions LIFT TICKET TAX -4.5 tax added to Breckenridge lift tickets. -1-2 days Breckenridge lift tickets are for Breckenridge only -3 or more day Breckenridge lift ticket the guest can use half their days between Vail or Beaver Creek when their ticket is scanned at the lift line, they will be refunded the tax minus $5 as vail/ beaver creek is higher tier -guest can use half their days at keystone when their ticket is scanned at lift time , they will be refunded the tax plus $5 keystone is a lower tier - tax be added at some other resorts but not all if their friend doesnt buy the ticket the one who send to a friend which is the pass holder the Buddy ticket will not deducted it will remain 10 or 2 buddy ticket unlesss if his or her friend - if your friend want to purchase buddy ticket its only 3 at a time -if the guest wants to speak with american or managers we should transfer the call to CSS(Customer Service ) but you need to ask for a permission to the supervisor. VAIL RESORTS TOOLS Significant 2 Tools This will be shown in RDWEB in the deskstop GUEST CONNECT -being able to know the passes and tickets, about the credit card transactions, purchases and rents. CUSTOMER MANAGER -being able to view the profile of your guest GUEST CONNECT CANADA -being able to provide action for those guest who wants to get a pass or tickets in Whistler Blackcomb RDWEB- CUSTOMER MANAGER THREE VERIFICATION THIS IS IMPORTANT TO BE ABLE TO GET ACCESS THE ACCOUNT OR INFORMATION ABOUT THE GUEST THAT YOUR CALLING IF THE THREE VERIFICATION DOESNT HAVE RESULT IN CUSTOMER MANAGER ALL YOU NEED TO DO IS TO GO IN "ENHANCE SEARCH BAR" AND IT ALSO NEED THE THREE VERIFICATION -First name and last name -Date of birth -Email of the guest -OTHER OPTION TOGET THEIR ACCOUNT INFORMATION is to know their PASS NUMNER its located to the PHYSICALCARD or THE MEDIA CARD -IF THE GUEST HAVE A MULTIPLE ACOUNT. the account that must need to CONSIDER is the account that HAS VALID PASSES IT HAS A CHECK UNDER HAS VALID PASSES THAT IS THEIR MAIN ACCOUNT. HOH is the Head of Household or the main account holder HOH- is the first profile that coomes up if you pull up the account. and the member is under the HOH. *where not allowed to change the guest name or the date of birth all we need to do is to refer them to the TICKET WINDOW * BUT we are allowed to change their email and phone number and mailing address(if they purchase a pass through online like orders and WE can update their MAILING ADDRESS on CONTACT AND FIND THE ADDRESS and CHANGE IT OR ADD AN INFORMATION THEIR IN PRIMARY ADDRESS INTO SHIIPING ADDRESS AND TYPE THE ADDRESS THAT THEY HAVE. Customer Profile- is the GUEST personal information Transaction - is located all the transaction that the guest that has beeen made in the TOB SUMMARY TAB. Products- we can see here the passes and lift tickets if its active or expired. RETURN means its REFUNDED. we can uncheck the statues box located on the bottom to see the expiration and return. Media- is the physical card to used to get access for a skii, lifts and slopes. Media hotlisted if: * is the guest is hotlist if the pass is not fully paid * if the guest pass is inactive all we need to do is to -they are not fulkly paid -they are not verified( they only need to send their verification document) -we can also put a hotlist if -only the pass holder can use the pass. If the other relatives or other friends used the pass holder pass its a FRAUD. -if nothings there you can go to the comments to know their hotlisted information. -were not allowed to touch the hotlisted to change it. ORDERS -we can only here the skii lessons rentals equipments -passes and lift tickets will shown there in the transactions and products tab. PEAKS- are the reward the important TABS are THE CUSMTOMER,TRASACTION, PRODUCTS, MEDIA, ORDERS SOMETIMES *we need to put comments in the customer manager for every call that we need. PASS ELIGIBILTY all about military passes *we cannot add card number of credit card here in the custmer manager its only there in guest connect. Billing- ski club program that the guest they used *IF the guest has the season passes automatic he or she have the epic mountain rewards and it shown there in the customers account in the right side bottom its a badged card shown there. SEDGWICK are the one who do the refunds the link for reset the password has only 60 minutes after that if they are not reset their pass durinng that specific period of time they need to do it again. NOT ELIGIBLE FOR BUDDY AND SWAF *Epic Day passes Do not have or not eligible for Buddy tickets or Ski with a friend tickets *Military passes are not eligible for Buddy tickets they only have 6 ski with the friend tickets. *whistler blackcomb passs BUDDY AND SWAF ARE ONLY USED IN RESORTS OWNED By VAIL WHICH IS NORTH AMERICA !Signing of ROL is a waiver and its need to be signed. they need to go to the account to sign their release of liability so that they were not hotlisted. 1- Head to www.epicpass.com 2- Hover your mouse over "Sign In" at the top right of the page  3- Enter your email and password  4- Hover your mouse over "Hi, (guest first name)" and click on "My Epic Account"  5- Click on the red alert to complete your Release of Liability  *It shown ACTIVE in the autorization if they signed ROL ALL PASSES has the EPIC COVERAGE. *we need to walk them through the epic coverage and go to the bottom of the page they can see there the terms and condition and they caqn see the policies page they need to click that and after that as an agent we provide them the phone number of sidgewek. IF THE MEDIA TURNS RED AFTER YOU ENTER THEIR CUSTOMER PROFILESSO IT MEANS ITS "HOTLISTED" SO IN ORDER TO KNOW THE HOTLIST REASON ALL I NEED TO DO IS TO CLICK THE GENERAL HOTLIST AND CLICK THE PLUS SIGN BUTTON AND GO TO THE REASON AND TELL THEM WHAT YOU SAW IN THE HOTLIST REASON AND ADVISE THEM IF ITS ALL ABOUT THE CLG PASSES NEEDS TO VERIFICATION ALL THEY NEED TO DO IS TO VERIFY THEIR ACCOUNT BY COMPLYING ALL THE SCHOOL DOCUMENTS LIKE THE SCHOOL ID AND ETC IN ORDER THE GUEST WILL BE ACTIVATE THEIR ACCOUNT. *Only the head of the household can change the relatoship lke add or removed to the household. or the other member can also request to removed themselves to the household . THIS APPLICABLE TO THE ACCOUNT HAS BEEN LOCKED OUT We can change their usename or authentication ID for less hassle to the guest. they're not need to wait for 24 hours or create an account becoz it will need new email address. PURCHASE THE PASS 11900 will shown in the print information if the pass havent there 5-10 business days that the passses they purchase will be arrived or advice them to wait for 2 weeks to be arrived the order pass on them. external batch- it means shipout they need to pick it up to the ticket window and bring the reciept so that they can recieved the ticket or passes. Reloading the media card the guest if the pass did not arrived they need to pick it up to the ticket window means in the resorts they wanted to visit *wrong address arrived the pass i am so sorry that the order has been sent to the wrong address but dont worry mr or ms or mrs guest i have to options here oin my en which the option is you can pick it up at the ticket window or I can send you the email and you need to pay $4.95 cents for the shipping fee sir. *AUTHORIZATION PROFILE -allows sellers to add and manage authorizations on file such as the pass liability form and activity liabilities. You can see waht season and the location that the ROL is located. You see in the Authorization tab the signed ROL Password RESET ALL you need to do sir or maam is to visit epicpass.com click on the Sign in in the upper right corner of the screen and after that click forgot password and you will be routed that has Forgot Password enter your email or username associated with your account and after that click reset password or hit enter on you keyboard. check your email it is sent from "noreply@email.snow.com" with the link reset your password. Note that The link will be valid for 60 minutes. so click on the reset password button within their email. they will be redirected back to "epicpass.com".You can now enter your new pass and click submit. Guest will receive this confirmation message if your password was accepted. when guest sign in they will be redirected to the login page. PARTNER RESORTS of VAIL(NORTH AMERICA) teams for vailresorts johnpaul.acab@vailresorts.com P$wd052300 new pass: Joopong!052300 566005 offlinenotepad.com john.acab JOAC1234 -A guest’s lift ticket will have an Inside Advanced pricing structure If they purchase the same day. *Lift Tickets: Date Specific Only valid for a specific period of time Resort specific Often more expensive Refundable on a case by case basis Advanced 7 or more 10-20% discount Mid-Advanced If they purchase 1-6 days in advance they can save up to 5-10% compared to the ticket window rate. Window Rate (Inside Advanced) If they purchase same day they will have no savings and must purchase either online or at the window. Not available over the phone. A guest’s lift ticket will have an Inside Advanced pricing structure If they purchase the same day. Below are the ways the guests can purchase a Professional Courtesy lift ticket except: -Online If today was January 12, and a guest would like to purchase a lift ticket for the 25th of January, what pricing structure should this lift ticket have? -Advanced Which of the branches below is not eligible for a military lift ticket? -Department of Defense How many days does a guest have to purchase in advance to have the lift ticket mailed out to them? -9 or more days in advance What are the 2 Lift ticket promotions that we have?-Buddy and SWAF tickets -Professional Courtesy and Military Lift tickets What resorts have Lift Ticket Tier - Reciprocity in Colorado? Select all that apply. -Vail/Beaver Creek -Breckenridge -Keystone How many percent is the Lift Ticket Tax for Breckenridge Lift Tickets? -4.5% Are Lift Tickets refundable? -Yes Until when can a guest request for a Lift Ticket Refund? -No later than 5 PM on the expiration date of the lift ticket. top tier Season Pass -epic pass What benefits come along with Season Passes? Select all that apply. -Epic Coverage -Buddy Tickets -SWAF tickets -Epic Mountain Rewards What are our partner resorts? Select all that apply. Telluride Hakuba Valley, Japan Rusutsu, Japan Les 3 Vallées Skirama Dolomiti Ski Arlberg 4 Vallees Canadian Rockies All guests with Season Passes will receive 10 Buddy tickets and 6 SWAF tickets Season Passes transferrable its NO| Season Passes refundable -No, not unless they have a qualifying personal event outlined in Epic Coverage Which of the following is not one of our Season Passes? Professional Courtesy Pass 1-877-895-1297 - guest contact if they want to initiate a refund request for their Season Pass? Military Passes have access to Partner Resorts - False A guest can use their Epic Local Pass in Park City on Feb. 19, 2023- False GUEST CONNECT PROCESSES *NOTE I NEED TO HIT THE PHOTO ICON SO THAT I WILL ROUTED TO THE PROFILE OF THE GUEST IF THE NAME IS THE ONE I HIT I WILL BE REDIRECTED TO THE PRODUCTS *NOTE THAT IN CREDIT CARD ALL I NEED TO DO IS TO PAUSE THE BOTTON WHICH IS LOCATED ON THE DESKTOP TO TYPE THE CARD NUMBER *IF SOMETHING THAT YOU WANT TO CHANGE THE EMAIL, SHIPPING ADDRESS OR THE MAILING ADDRESS THE ADDRESS LINE 1-3 are should be the streets of the GUEST PULLING UP THere ACCOUNT FOR PURCHASING *BEFORE ANYTHING ELSE YOU NEED TO ClLICK THE CANCEL BUTTON ALL THE TRANSACTION CART OR SHOPPING CART WILL BECOME CLEAR AND AFTER THAT * GO TO THE CUSTOMERS TAB AND FIND THE GUEST AND TYPE THE FIRST AND LAST NAME AND DATE OF BIRTH AND FIND THE ACCOUNT AND CLICK THE PHOTO *IF THEY HAVE ALREADY A CREDIT CARD YOU ONLY NEED TO VERIFY THE FOUR LAST DIGIT OF THE NUMBER *ASK THE CUSTOMERS CREDIT CARD NUMBER IF THEY DONT HAVE A CREDIT CARD IN THEIR ACCOUNT. *CHECK THE ADDRESS, MAKE SURE THE ADDRESS IS CORRECT. IT SHOULD THE SAME THE PRIMARY AND SHIPPING ADDRESS. IF THE ADDRESS IS NOT THE sAME ALL YOU NEED TO DO IS TO UPDATE IT. *MAKE SURE THAT IF THE ADDRESS IS INHERETED OF THE MEMBER OF THE HOUSEHOLD OF THE HOH THEY ARE ALL THE SAME ADDRESS. *ONCE THE ADDRESS AND CC IS VERIFIED AS CORRECT, CLICK CONTINUE. *THE SEASON PASSES AND LIFT TICKETS ARE IMPORTANT HERE IN GUESTCONNECT BUT AS OF THIS MOMENT THE LIFT TICKET IS NOT AVAILABLE.| *WE NEED TO READ THE TERMS AND CONDITION WHICH LOCATED ON THE I MARK AND CHECK THE CHECK BOX IF THEY WANT TO CHECK THE CHECK BOX AUTOMATIC NO ON THE ROL ATUOMATIC YES ON THE DEFER MEDIA PRINTING ADDING A SHIPPING FEE $4 GO TO THE PRODUCTS TAB AND SEARCH THE SHIP AND CHOOSE T AND C APPLIED IS THE TERMS AND CONDITION HAS BEEN CHECKED AFTER THE CALL YOU NEED TO ASK THE GUEST IF THERES ANYTHING ELSE THAT CAN I HELP YOU WITH IF NOT DIRECTLY SAY TO THEM THAT AFTER THIS WE hAVE SHORT SURVEY CALL SCRIPT may know who i am speaking with today? if they provide their frst name IM SO SORRY BUT ALL ARE PASSES ARE ALREADY ON LOWEST PRICE My apologies however we can't cancel your pass since we have an appropriate department that can help you, Since both of are pass are non-transferable and non-refundable however if you have a qualifying events under our epic coverage program you can file a claim for a refund to sedgwick. You can contact this phone number 1-877-895-1297. If you have the time to stay on the line actually we a brief survey after this call i woulld love to if you take the quick survey becoz your feedback is really important on us. Thank You. and alway remember to keep safe and have a nice day ahead and mention the guest name? and leave a comment what would be the transaction in the Commenton on the prrofile of the guest. *wrong address arrived the pass i am so sorry that the order has been sent to the wrong address but dont worry mr or ms or mrs guest i have to options here oin my en which the option is you can pick it up at the ticket window or I can send you the email and you need to pay $4.95 cents for the shipping fee sir. * WE WILL CHARGE THEM FOR AUTO RENEW ALWAYS IN MAY AND WE PASS PROGRAMS- shown the if the guest is enrolled to auto renew program or not. You can also check the EPIC COVERAGE, ADDITIONAL BENEFITS, PROMOTIONS, REFUNDS/CREDIT, How to check if the guest is enrolled to Auto renew or not: Located the account of the guest Click Pass Programs You will know if the guest is enrolled to Auto Renew or not: If the AR tab is empty, that means the guest is not enrolled to Auto Renew Program If they want to enroll it we can activate it through the guestconnect and goto the pass programs and active the plan and apply and then click the credit card and click the add a credit card which the PAYMENT PLAN CREDIT CARD(any credit card will do for PAYMENT PLAN CREDIT CARD. *PAYMENT PLAN CREDIT CARD IS ONLY CHARGE FOR AUTO RENEW. *PRIMARY CREDIT CARD IS USED TO PURCHASE FOODS IN THE MOUNTAIN, ACTIVITIES and ANYTHING THAT HAS IN MOUNTAIN YOU CAN PURCHASE ANYTHING THERE USING THIS. WE CAN ONLY PUT TWO CREDIT CARD FOR ONE ACCOUNT 1. PAYMENT PLAN CREDIT CARD 2. PRIMARY CREDIT CARD If the AR tab show that it is declined 2023-2024 *locate their account *and click the pass programs to find out if they are enrolled to an auto renew prgram if not and if they wanted to be enrolled just simply click the add tab or by simply *if i click the pass programs if its empty the guest is not enrolled to an auto new program. and if it has indicated their if shown in the Enrollment in auto renew if its DECLINED. if we enroll them on 2022 they will get a charge on 2023 in may * IF the guest are the one whose fault why there order is sent to a different address becoz they input the wrong shiipping address we charge them to re send the shippment from the correct shipping addres; Note that primary address and shipping address must the same information or else its not valid. $4.95 cents $6.95 in CAD *If the HOH purchase a passes and the HOH is also purchase some passes for his or her member of the household they only have 1 shipping fee. Guest Connect Process: *Purchasing a pass *MEDIA REISSUE CLICK the Print media for head of house hold and click the print media and you will be routed to the pass media details always check YES the "WOuld you like to defer media printing" Reissue a media only applicable for the head of the household *Refunding a season PASSES is not refundable THIS ARE THE INSTANCES THE PASS ARE REFUNDABLE DOUBLE PURCHASE *if the guest purchase a pass twice or two passes (we can cancel the duplicate) HOW TO CANCEL A DOUBLE PURCHASES PASSES we need to click the TRANSACTION TAB we need to locate the transaction where the passes that has been accidentally purchase the double passes and once you locate it simply check that and hit the RETURN AND REFUND BUTTON HOW WILL I KNOW ITS THE CREDIT CARD THEY USED ARE THE SAME AS THE CREDIT CARD THEY USED FOR THE PAYMENT IF THEY ASK FOR A *IF THE PASS WAS PURCHASED WITHIN 24 HOURS We can locate it to the TRANSACTION TAB AGAIN TO FIND OUT IF THEY ARE ELIGIBLE FOR A REFUND. WE LOOK FOR THE DATE THEY PURCHASE IF MORE THAN 24 HOURS AND THEY WANT TO BE REFEUNDED THEY ARE NOT LONGER ELIGIBLE FOR A REFUND 2 instances that passes are refundable: 1. if the guest has a duplicate (2 passes)- cancel the pass How to refund a pass: a) products b). transactions c). locate the ex. epic pass ( internet epicpss.com) -online d. click the plus sign e. make sure youre refunding the correct card and click apply f. click email receipt 2).purchase within 24hrs (accidental purchase) ------go to transaction and check the date of purchase contact sedgwick 1-887- 895-127 PASS MOVE -THE PASSES ARE NOT TRANSFERABLE .....but we can do PASS MOVE if all the information of the 2 account are the same in order to transfer it to the another account. HOW TO DO A PASS MOVE? COPY Local pass printed is located in the MEDIA REISSUE MEDIA Where we can Reissue MEDIA Visit the Ticket window or Reissue media using Guest Connect VAIL RESOURCES CHECK COMPANY WEBSITES CHECK PASS MATRIX CHECK YOUR TEAMSQUALFON.COM Comment Tab- you can put notes about the guests transaction done during the call Relationship Tab- To check the household members If it says RST, that means it is restricted Here are the possible scenarios that we will have for the Mock Call: Password reset Pass purchase Pass access inquiry Add/remove a household member- make sure that the who made the request is HOH so that they can remove a member from the household. Pass shipment- You to obtain there address here Pass refund/ Epic Coverage Opening Speil | ME: Thank you for calling Vail Resorts my name is John May i know who am i speaking with today? Guest: Hi this is snoopy dog, i need help to log in to my account ME: Hi Snoopy dog i am so sorry that ur having and issue in logging into your account, i will check what i can do here in my end. Could You please provide me your Date of Birth and and your emal address please? Guest: Why do i need to provide that to you? ME: i actually needed that so that i can assist you and pull up your account. Guest: Sure my email is __ and DOB 01011965 ME: Thank you so much for the information snoopy, let me check that here just bare with on the line as i pulling up ur account. Guest: Sure, Take your time. ME: Thank you for waiting snoopy, i was able to pull up your account, May i know what error message you encounter when you try to log in? Guest: I actually forgot my password. When i try to log in, it say incorrect password. ME: i see that you forgot your password , i can help you reset it here in my end. is that okay? Guest: Yes ME: perfect allow me a moment Guest: Sure ME: Done. please sign in using your email and your password is 1234 Guest: Thank You let me try that here perfect it worked ME: Wonderful! i am glad that i was able to reset your password, is there anything else i can assistyou with today? Guest:No ME: Awesome since theres nothing elsse If you have the time to stay on the line actually we a brief survey after this call i woulld love to if you take the quick survey becoz your feedback is really important on us. Thank You for calling Vail Resorts once agian my name is John and alway remember to keep safe and have a nice day ahead snoopy dog byeeee. Note guys we cannot make changes on the household if the person is calling is not head of the household You can advise baby dog to remove him from the household instead or contact Snoopy dog RD WEB Customer Manager JPacab!052300 Joopong!052300 my dumaguete city for the refund request of the guest WE REFUND PASS UPGRADE- check the when the pass purchase to the Transaction ta in the guest connect and after you locate that go to the customer tab and click continue and change the date when the pass purchase which is located upper right corner FOR SENDING AN EMAIL RECEIPT -after the finish and pay we can see about the product how to navigate product i can pruchase a pass on behalf of the friends. SCRIPTS Hi Thank you for calling Vail Resorts my name is John May i know who am i speaking with today? Oh Hi arvin im so sorry to hear that your having a trouble logging your account but dont worry i can definitely help you with that but before anything else may i have your last name then your date of birth and your email address so that i would be able to pull your account and for verification purposes. Alright Thank you so much for the information. Just bare with as i pulling up ur account okay. May know what seems to be the problem? Are your refering to your account that ur not able to log in or somehow you forgot the password? Is that right. Okay actually i can reset that password for you in my end here would you like that? Okay i have successfully change your password You can now sign in using your account and the password would be 4321 okay. Great! Im happy that i was able to reset your password arvin. Is there anything else that i can help you with arvin? Perfect! Since theres nothing else if u have the time to stay on the line i would be delighted if you could take the brief survey after this call becoz your feedbacks is really important on us. Thank you U for calling once again my name is John and always remmeber to keep on smiling and have a nice day ahead byee December 7(last day to select to ellect for epic coverage) How many days does a guest have to purchase in advance to have the lift ticket mailed out to them?(1 Point) a. 9 or more days in advance Hi Thank you for calling Vail Resorts my name is John how can i help you today? Oh im so sorry to hear that your having a trouble logging your account but dont worry i can definitely help you with that but before anything else may i have your last name then your date of birth and your email address so that i would be able to pull up your account and for verification purposes. Alright Thank you so much for the information. i will put you on hold for a maximum of 2 minutes as i checking your account here in my end and also check what i can do for you okay? Thank you so much patiently waiting in line? asper checking here in my end May know what seems to be the problem? Are your refering to your account that ur not able to log in or somehow you forgot the password? Is that right. Okay actually i can reset that password for you in my end here would you like that? allow me for a moment as i reseting your password. Thnanks for waiting Okay i have successfully change your password do you have any papers there with you so that you would easily access ur password incase you forgot it. You can now sign in using your username and the password would be 4321 okay. Great! Im happy that i was able to reset your password arvin. Is there anything else that i can help you with arvin? Perfect! Since theres nothing else if u have the time to stay on the line i would be delighted if you could take the brief survey after this call becoz your feedbacks is really important on us. Thank you U for calling Vail resorts once again my name is John and always remmeber to keep on smiling and have a nice day ahead byeee. Our passes are neither refundable or transferable, as stated in our terms and conditions, which were recognized at the time of purchase, but we really appreciate your devotion and comprehend your difficulties. However, our Epic Coverage, which offers security against a number of Qualifying Personal Events, can entitle you to a return. Visit the benefits tab on epicpass.com to find out more about the eligible Epic Coverage events. about the status of his pass if its inactive or not his having a trouble of the fail charges: he wanted to change his first card becoz its canceled and change it to a different credit card. if it has a remaining balance the pass will be inactive. the reason of the call: to upgrade the pass i noticed that they use the 3 verification method he wanted to upgrade his epic local pass into epic 5 day epic local restricted. the agent state all the amount that be charge to the guest. they verify the "Your very much welcome" Where not allowed to downgrading 72 hours from the day purchase the pass but the guest can downgrade there pass like they have epic day 5 local pass into epic day 3 local pass the pass if until 72 hours from the day they purchase the pass. unless they are eligible for the epic coverage program they can review the terms and condition there in our websites epicpass.com at the benefits tab? call script for resetting password Hi Thank you for calling Vail Resorts my name is John how can i help you today? Oh im so sorry to hear that your having a issue logging in your account but dont worry i can definitely help you with that but before anything else may i have your first name last name then your date of birth and your email address so that i would be able to pull up your account and for verification purposes. Alright Thank you so much for the information arvin. i will put you on hold for a maximum of 2 minutes as i checking your account here in my end and also check what i can do for you okay? Thank you so much for patiently waiting on the line arvin? asper checking here in my end May know what seems to be the problem? Are your refering you received a error message after logging your account or somehow you forgot the password? Is that right. Okay actually i can reset that password for you in my end here would you like that? allow me for a moment as i reseting your password. Thnanks for waiting arvin! i have successfully change your password do you have any paper and a ballpen there with you so that you would easily access ur password incase you forgot it. You can now sign in using your username and the password would be 4321 okay. Great! aside from resetting your password . Is there anything else that i can help you with arvin? Perfect! Since there is nothing else if u have a time to stay on the line i would be delighted if you could take the brief survey after this call becoz your feedbacks is really important to us. Thank you so much for calling Vail resorts once again my name is John and always remember to keep on smiling and have a nice day ahead byeee. arvin quizel 02111997 arvinquizel@yahoo.com PC ACCOUNT john.acab@qualfon.com Joopong!