Guidelines

all passes are only available starting march 23rd - dec

SEASON PASSES Epic Pass *unrestricted, unlimited access to all resorts

IMPORTANT NOTES *specialty passes are activated with our support or system only if they comply the requirements needed. *epic mountain rewards are accessible to all guests with physical pass card with 20% off. *For pass verification they can send their documents to Verification@vailresorts.com Customerservice@sheerid.com

*BUDDY TICKETS are eligible for all season passes except military passes but available only up until April 21st. Guests can only purchase 10 tickets. and May 30 for the 2 tickets. They'll get Up to 40% discount. *SWAF (ski with a friend) tickets are available all season long and even military pass purchasers can avail it. Up to 6 tickets purchases only. Up to 15% discount.

DISCOUNTED PASSES Military pass requirements: At least 1-2 of these requirements must be presented *DD214 *Orders *VA ID *Official Letter *Dependent ID *LES dated within 90 days *ID to all family members _not accessible to al partner resorts

College Pass (only to epic local pass) *Discounted Pass for College Students. *in order to activate their college pass, they must present,

1. A current Fall 2022 schedule showing both your name and your credit hours you're enrolled for. (12 credit hours for undergrad and 6 credit hours for graduate.
2. A copy of your student ID

Adaptive Pass -australian pass *for PWD's *visual verification of disability *golden access passport *driver's license noting restrictions *VailAdaptiveProgram@vailresorts.com - email includes the pass type, ip code , payment *970-754-0005 - confirm the pass type and payment

Senior Passes *for Senior citizens *no requirement needed

Epic Regional Pass *restricted to holidays *limited to some resorts

Epic Day Passes *limited access and restricted depending to the number of days *holiday restricted

1. Customer manager/guest connect logging into customer service 1.open application 2. enter the username and password 3. click login

2. search guests

   1. click customer tab

   2. search name in the search bar

   3. if shows none, click enhance search then fill up and search

   4. view guest profile 1.select customer by clicking photo

   5. note for the multiple accounts, look for the account with most activity

VAIL TOOLS TABS 1.Customer Profile -contains the guests info 2.Transaction -contains all transaction data in the past 3 seasons -also contains the pass data, allows reissue receipt and allows also upgrade 3.peeks

4.. orders -contains tickets purchase 5.Products -contains the pass purchases, also the benefits 6.Media -allows you to reload pass, print and shipment info -the code, hotlist 7.Contact -additional contact info, resetting email, shipping address and contact number 8.relationship -allows you to add a family member 9. authorization -to check the ROL 10. pass program -for the auto-renew 11. Comment -always leave a comment after every transaction -allows the guest and agent communicate 12. pass eligibility -to check the military pass eligibility 13. credit card -credit card info for primary and payment plan credit cards 14. billing profile -for master billings 15.authentication -assist guest with their email and password logon 16. media partner

Epic Mountain Rewards (EMR) -guest whos eligible for EMR has badge

1. Reseting password or email

• In the guestconnect tool, check the guest profile and go to authentication tab to change their email and password. Notify the guest about the change. -In the epicpass.com website, let them sign in beside the cart icon then assist them with their email and password then in the My Account, they can reset their password there.

2.ROL (Release of Liabilities) -checking : in the guest connect in the authorization -if not signed for the ROL, in the guest connect, the media button is color red and epic pass was tagged as inactive -Helping a guest sign their Release of Liability online. 1.Log into My Account on epicpass.com or snow.com 2.Click on "My Account" 3.Navigate to the red box in the upper right corner below your photo "Action Required" 4.agree to the waiver and Click Complete Release

Epic Coverage election

3.Customer Manager Process and Transactions reset passwords *3 pts verification (full name,dob,email) *authentication *reset password *ask the guest to sign his account to the website.

locked out

confirming epic coverage preferences *guestconnect tool *3 pts verification *pass programs *epic coverage button in guessconnect *check

3.viewing media Print information and shipment *pass number on the Media Tab on the access code

• checking active pass is in media tabs *print info if date is indicated, then pass is printed *shipment info on the POS terminal with "external bach" remarks if number, its picked-up

5.reloading media *ask for the last 4 digits in their old pass card *activate the card *you can only reload pass with the same pass type with their old pass card

6.Hotlist hotlist tab will be red and do not tell the guest that their account was hotlisted but inactive instead. Do not remove the hitlist. most common reason *missing ROL _ask them to accept with ski waiver or do the ROL spill *failed resort charge, failed remaining balance payment, _ask assistance *missing verification(military) and college passes _ask them to comply with requirements they needed for their pass activation *fraudulent, _ask assistance in viewing the hotlist reason *click plus sign beside the code, click the hotlist tab and plus sign again and hotlist comment is now visible

7.managing family member Customer Manager Adding a family member or HOH *profile-create relationship-choose customer-search guest-ask the name and DOB-click the name of the guest-click select all-save-check the profile if adding of a family member was successful Cascading relationship *click the name of the guest- go to its profile and remove the relationship Removing *relationship tab-click the name to be removed- then delete-then refresh

*ALWAYS LEAVE A COMMENT IN THE COMMENT SECTION

*usually guests are transferred to the whistler blackcomb department because full access to the system *whistlerblackcomb.com *separate mountain, whistler and blackcomb

Season Passes Whistler Blackcomb Unlimited Pass *unlimited and unrestricted but only intended for whistler blackcomb *unlimited half-price tickets to some of our resorts *BAF (bring a friend) tickets 50% *EMR 20% discount on foods, drinks,rentals, etc. *early-bird and baf tickets avail w/ 25% off and purchased up to 6x

Whistler Blackcomb Parent Pass *unlimited, unrestricted, unlimited summer sightseeing, *grandfather legacy product

specialty passes Spirit Pass *unlimited and unrestricted and unlimited summer sightseeing *early-bird and baf tickets avail w/ 25% off and purchased up to 6x

Student pass *restricted holidays but 50% off tickets on holidays wbstudentpass@vailresorts.com

GAP pass *unlimited and unrestricted and unlimited summer sightseeing

Edge Cards *canadian, washington residents only *restricted dates except nov

• day pass/cards *no BAF

WB Student, Sea to Sky, and GAP Pass​ Bring a Friend 6x 25% off lift and 6x 25% off sightsee tickets ​

  Unlimited 2022 summer sightseeing access​
  20% off Tube Park tickets​
  20% off on-mountain food and hot drinks​
  20% off ski and snowboard rentals at Whistler Blackcomb​
  20% off retail at Whistler Blackcomb​
  Wax and tuning discounts​
  $50 off ski school group lessons and camps​
  Lodging discounts

Website – https://www.whistlerblackcomb.com/​ Reservations Center Hours of Operation​ Winter 8am – 5pm PST​ Summer 9am – 5pm PST​ Emails​ wbreservations@vailresorts.com​ wbpassadmin@vailresorts.com​ wbstudentpass@vailresorts.com​ Leadership Team​ Manager of Reservations & Pass Administration – Thomas Sikora​ Assistant Manager of Reservations & Pass Administration – Stanislav Iakovlev​ Supervisor of Reservations – Vanessa Whitehead BC Canada Skiing & Snowboarding | Whistler BlackcombPlan and book Whistler vacations including lift tickets, ski rentals, snowboard rentals, and Whistler accommodations. Plus view Whistler web cams, snow repwww.whistlerblackcomb.com

early-bird passes are only avail on apr21 to may30 and receive one early season bonus day to be used until dec9. not eligible on 2 day edge cards.

*UPON ASKING THE FULL ACCOUNT NUMBER OF THE GUEST, ALWAYS PAUSE AND RESUME on the desktop SECURE SECURITY should be recording as active and ask the account number and the expiration as well as the name used in the card the click the RESUME icon *for the payment, ask thelast 4 digits of their credit card account

*checking of credit card information can only be found in the guestconnect tool -pull up the customer's profile

• click the credit card tab -if no credit card, theres a add option

SENDING a RECEIPT in guestconnect -pull up the customers profile -check in the product tab to check the active pass. if oactive, it is tagged open

• then click the transaction tab
• check then click the plus sign on the left side for the pass info and then click reciept icon the right side if done, the color should be green.
• print email
• cart then click print email but check email first -then click send

RESHIPPING THE MEDIA -ask the guest for the shipping fee again

• ask for the mailing address to confirm -in the contact tab then check the shipping address with the google.com -check the HOH upon shipping
• on the customer profile , theres a print media beside the customers name then print media -then click the print media -routed to the cart -click yes-click homepage- search in the search bar B shipping for the fee
• ask the last 4 digits of the card -click apply then finish- ALWAYS CLEAR CART EVERY AFTER TRANSACTION. GUEST CONNECT: Step 1: Go to HOH front screen. Under the CC box is a list of family members Step 2: Click the box for "Print Media" for members who need new media. Then select "Print Media" above the edit option. This will bring you to the "Cart" page showing the medias to be printed and a $0.00 balance. Step 3: Remember to add shipping if needed. Step 5: Finish and pay to finalize transaction

AUTO-RENEWAL

• check the customer's info, the 3 pt verification -the click the pass programs -click auto-renew -then click the decline and click all accepted -then save *ask assistance for the pass renewal cancellation

SEASON PASS PURCHASE -3 pt verification -check credit card for the payment in the credit card tab *for full payment, use the primary credit card *for the down payment, use the payment plan credit card -click continue then search the guest name then click the photo -then click customers tab then search name and click and be routed to the cart -select the pass type (season pass) then ask the probing questions in purchasing a pass , then check the pass info -check the guest info -check the agreement and have read for the terms and conditions and have verbally agreed -click yes/ no for the auto renew and ROL -then click the homepage and shipping fee -then let the guest know the total payment -check the credit card info again and then click finish

UPGRADE -downgrading pass will be done only 72hrs and cancellation of pass can also only be done within 24 hrs -click the transaction tab -then click the return refund -click homepage -click the desired pass -then check the pass details and click the agreed/decline -check the homepage then shipping and handling -inform the guest the total amount

• add and check payment details
• then finish