This Day · Offline Notepad

Agent: Thank you for calling Vail Resorts. My name is Alnie. How may I help you today? Customer:

Agent: Sure, I'll be happy to help you with that. Can I have your full name together with your birth date and email address please?

ASK FOR THESE IF HAVING TROUBLE PULLING UP GUEST ACCOUNT: Confirmation Order Number Customer ID Number Pass Number Customer:

Agent: For confirmation, your concern is about (CONCERN), right? Customer:

Agent: Thank you (GUEST NAME). May I put this call on hold for a minute or two inorder to pull up your account? OR (May I put this call on hold for a minute or two, to check that information for you? Customer:

Agent: Hello, (GUEST NAME), thank you so much for patiently waiting. I have your account pulled up now and I will be giving you your username and a default password, okay? Customer:

Agent: So for your username, it's __ and for the password it's __. Could you please login to your account now in epicpass.com website and also please make sure to create a new password within 24 hours, alright? Customer:

Agent: You're very much welcome, (Guest Name). Aside from nich(CONCERN). Is there anything else that I can help you with? Customer:

Agent: Alright. If you have a minute to answer a quick survey at the end of this call, I would really appreciate your feedback. Once again, thank you for calling Vail Resorts, this is Alnie. Have a great day and keep safe.

CONCERNS/ISSUES/PROBLEMS

Refund: Agent: All passes are strictly non-refundable but if you have a qualifying events under epic coverage then you can file a claim request for a possible refund to our claims department. I will provide you the contact number so you can contact them. 1-877-895-1297 (Sedgwick Department)

Received an email telling to pay their remaining balance but already payed for it: Agent: Don't worry about it (GUEST NAME). It's just an automatic email, just want to make sure that you have payed your remaining balance but please just disregard that if you have payed for it already.

Upgrade: Agent: You can upgrade up until December.

Customer ask for a manager or supervisor: Agent: Whatever information that I gave you will be the same as to our Supervisor since we use the same system also.

Auto Renewal/Auto Renewal Cancellation:

AUTO RENEWAL CANCELLATION 22-23 SEASON

I totally understand that you are inquiring with regards to your Auto Renewal. Please know that the last day to cancel the Auto Renewal program was last May 16, 2022, from there the option was already removed from the system. So, we do not have the option any longer to cancel auto renewal nor the auto renewed passes for this season 2022-2023. If you cannot use your pass for this season, I am afraid your only option is to file a claim through our claim adjuster, however, you needed to have a qualifying event underline with Epic Coverage for your claim to be eligible. If you wish to file a claim instead, you may contact directly our claim adjuster as they are the only department who is handling all our pass claims and refunds. You can contact them directly over the phone at 1-877-895-1297 or you can submit your claims online by visiting Epicpass.com and click benefits tab and then click Epic Coverage, then browse to the FAQ's and finally click the Epic Coverage: Personal Qualifying Events.

Agent: As much as I want to cancel your auto renewal however we cannot cancel auto renewal for the season 2022 to 2023 because it already ended last May 30. Instead we can only cancel for the season 2023 to 2024.

When Guest purchase a pass: *What specific resort you are planning to visit? *How many days are you planning to ski? *Do you plan to ski during holidays or not?

[10:40 AM] Welly jr. Alejo

PASS SHIPPING INQUIRY

IF THE PASS WAS ALREADY SHIPPED OUT

We already started shipping passes for this 2022-2023 season. Please know that the passes are being printed and shipped by batches as we are having a high volume of passes being processed this season. We apologize if there are shipping delays on your passes but rest assured you will be able to receive your passes on your mailing address as I can see it here that it was already shipped out. However, if you needed your pass before it will physically arrive, you always have the option to have it printed at the resort's ticket window.

IF THE PASS ARE STILL ON 01/01/1990 OR NOT YET PRINTED

Thank you for the wait, upon checking your account here on my end, I can see that your Epic Pass (mentioned the type of pass) is already on queue for printing. Once it will be printed, it will be shipped into your mailing address and you will be notified via your email address in your file. Once you received the email notification, then you may expect your passes to arrived within 7 to 10 business days. However, if you needed your pass before it will physically arrive, you always have the option to have it printed at the resort's ticket window.

IF THE PASS WAS RELOADED

Thank you for the wait, upon checking your account here on my end, I can see that your Epic Pass (mentioned the type of pass) was reloaded into your previous physical pass card. Meaning it is still your active pass. So, you will be using the same pass card for this season. However, if you don't have it with you anymore, you always have the option to have your pass printed at the resort's ticket window. Or we can ship you a new one with $4.95 shipping and handling fee. heart 1

[10:40 AM] Welly jr. Alejo removed Adrian Fortich from the chat.

Connie (Update fot the shipping of his son's pass) Nicholas Mitchell (Pass Upgrade) deena brown (password reset) deegrace brown 03/19/2008 household milky biedermannbbbbi juilus bidermannn pass upgrade Northeast Value Pass to epic local pass ken biedermann

the guest wanted to change their profile photo on the guest account -ticketing window in the resort

the guest don't have a photo -go to the website and change the photo there

PASS UPGRADE

Guest Connect Products Pass Downgrade: You cannot downgrade a pass. You can only do that within 72 hours of purchase.

payment for michamic micahh 7012 379240064417012

3792 4006 4417 012 09 24

The call was really good, it follows the right order. It really shows that the agent have more experience in handling calls.

inform the guest that this call is recorded and inform that

take a snip of the pause and resume app that you're having an error and tell it to the supervisor or team lead and send it to the supervisor. and go take the call again and take note for the customers information

document the information the guest given you

take note of the guest's concern/issue/problem

need to ask name

resort opening -

Verify the guest accounts in all calls! Make an attemt to verify the guest account. Why should you verify the guest account? To leave a comment into the guest account. inorder for the next agent will know to handle or have an idea about it.

Follow the QA Guidelines!

If you don't understand the guest concern: Ask probing questions

put it on the notepad

For auto renewal passes they will be paying 49 dollaras and on september they be paying for the remainign balance

Credit Card on File -Guest Connect

Customer Manager

Email to be updated - go to the contact and change the email

Comment on the account

We are not alllowed to provide a refund on the credit card, instaed to the original card. we are not allowed to provide credit card

Day passes

Urban resorts Wimot Mt Brighton

Media

RD Tonight RD and Saturday Sat-Fri RD Sunday 8:00 am - 5:00 pm MST

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

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

*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

WALK THROUGH *USUALLY DONE IN THE GUESTCONNECT TOOL

Resetting password or email In the rdweb, 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 -authentication tab, resetting the password/ email

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

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 a HOUSEHOLD MEMBER *relationship tab-click the name to be removed- then delete-then refresh

*ALWAYS LEAVE A COMMENT IN THE COMMENT SECTION

PAUSE AND RESUME *UPON ASKING THE FULL ACCOUNT NUMBER OF THE GUEST, ALWAYS USE THE PAUSE AND RESUME on the desktop to SECURE SECURITY. It 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

then click the transaction tab check, then click the plus sign on the left side for the pass info and then click receipt 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 GUEST CONNECT -inform the guest for the shipping fee again

down richard harrison 129 dollars flex pay r

CONTACT NUMBERS REFUND 1-877-895-1297 https://intake.sedgwick.com/u/Vail

CORPORATE SALES AND SERVICES 1-970-754-0086

RENTALS 970-754-0033 https://www.epicmountaingear.com.

WHISTLER BLACKCOMB 1-800-766-0449 wbreservation@vailresorts.com wbstudentpass@vailresorts.com - Student Pass Verification

ADAPTIVE PASS 970-754-3264vailadaptiveprogram@vailresorts.com

EPIC MIX APP epicmix@vailresorts.com

CAREERS jobs.vailresortscareers.com

ESCALATION comments@vailresorts.com

MILITARY VERIFICATION customerservice@sheerid.com - US Military Verification Australian Military - 1-970-754-0088 info@epicaustraliapass.com.au. 1300 655 822

EMPLOYEE HR / PEOPLE CONNECT 303-404-1900 For All Vail Employee Inquiries

EPIC SCHOOL KIDS (970) 754-0025 435-658-5530

epicschooldkids@vailresorts.com

MERCHANT PASS DEPT. 970-754-3080 For Business Partners

EPIC PASS GIFT CARD buyepicgiftcards.com

SEVEN SPRINGS RESORT 800-452-2223 866-437-1300 814-352-7777

FLEX PAY / UPLIFT COMPANY 844 257 5400

Denied Sedgwick claims script:

"I know how important the claim that you filed with Sedgwick and I'm sorry to hear if it was denied however, to set the right expectation there are qualifying events that are outlined on our Epic Coverage which we can grant a refund, outside of these events, passes are non refundable based on the terms and conditions on our website. To review these qualifying Epic Coverage events, please visit epicpass.com under benefits tab. "

[11:05 AM] Christian Galapate Printing of 2022-2023 passes already started this month and printed by batches. Once your pass is printed it will be forwarded to our currier company for shipping and you will be notified via email once your pass is already on shipping process, from their you may expect your pass within 7 to 10 business days.

Also, please know that if you needed your passes before it will physically arrived, you always have the option to have it printed at the resort's ticket window by simply presenting one valid ID for your account verification.Printing of 2022-2023 passes already started this month and printed bybatches. Once your pass is printed it will be forwarded to our curriercompany for shipping and you will be notified via email once your passis already on shipping process, from their you may expect your passwithin 7 to 10 business days.Also, please know that if you needed your passes before it willphysically arrived, you always have the option to have it printed at theresort's ticket window by simply presenting one valid ID for youraccount verification.

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Caller (Jinny Lavezzi) Wilson Lavezzi 2 day pass

I'm so sorry but as of the moment I am having a technical issue here in my end that's why I cant pull out your account right now, but rest assured I will process your concern when the connection is back. Just leave a call back number so that I can reach you right away.