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Thank you for reaching Vail Resorts. This is Jenneth. How can I help you today? In order to best assist you, please send your name, phone number, and email address so I can pull up your account.
Yes, exactly! Definitely! No worries! Perfect! Thanks, Great!
Thank you for the information.
Thank you for the information. Please give me a moment to check this one for you, I'll be right back.
Thank you for patiently waiting. Upon checking here
Do you still have your old pass with you?
I'm so sorry for the long wait.
Nothing to worry your pass is on the way.
May I know to which specific resort is this for?
You're very much welcome!
Aside from that, is there anything else I can assist you with today?
Aside from this, is there anything else I can assist you with today?
Aside from resetting your account password, is there anything else I can assist you with today?
You're very much welcome! If you have a second to rate my performance, I would really appreciate your feedback on me. Thank you so much!
You're very much welcome!
It was my pleasure to assist you today. If you still need further assistance please don't hesitate to reach us back. Always keep warm, stay safe, and enjoy your days ahead!
Please bear with me as I am still pulling up my tools here and it is a bit slow than usual. Thank you!
Do you have your order confirmation number with you?
Do you mind if I provide you the login information for this account so you may access it?
Nothing to worry about! This one will be processed for you.
You will receive a confirmation email within 30 minutes.
Would it be all right if I processed this one for you?
Have you changed your card?
Do you want to enroll to auto-renew next season?
Do you want to donate $1 dollar for the watershed?
May I have the last 4 digits of your card, please?
I'm sorry to hear that you have an injury. I'm hoping for your fast recovery.
Would you mind telling me the reason you wanted to cancel your pass?
Please change your password within 24 hours
Please log out of your account, and log back in. From here it should be updated.
Do you mind if I just provide their phone number?
Do you mind if I just give you Whistler's phone number?
Upon checking it here, there was an auto failure charge with your pass for this season since your credit was declining it. Anyways I will just process this one for you can I have the last 4 digits of your credit card, please?
Just a friendly reminder, if you ever change your primary address, please let us know so we can update your mailing address. That can only be changed for you by us.
**** Lodging Lessons****
Lodging Lessons are only handled by our in-resort team as they are the only ones who can access their system. So, we encourage you to contact the concierge team at the resort of your choosing; they would be happy to arrange a memorable experience for you. Do you mind if I just provide their phone number?
For lodging, you will need to call 48 hours prior to your reservation date for you to get the full refund.
**** EPIC SCHOOL KIDS****
**** First-Timer Lessons & Rental Availability:****
Park City: (435) 658-5530
Vail: (970) 754-4300
Beaver Creek: (970) 754-5300
Breckenridge: (970) 453-5000
Keystone: (970) 496-4170
Crested Butte: (970) 349-4736
Please call at least 2 weeks in advance of your preferred date to ensure availability!
**** EPIC COVERAGE:****
If you plan to ski or ride on specific dates this season, the Priority Days election may be the best option for you. Priority Days allow you to protect specific dates in the event of a qualifying resort closure. If you wanted to pick priority days then you may have a high percentage of refund.
If you plan to ski or ride all season long without specific dates in mind, then the Core Season election may be the best option for you. If you wanted to choose the core season then the refund will be divided on how many days you were able to use your pass. But you can no longer ask for a refund if you already used the pass for 7 days or more.
Please note, Epic Coverage elections do not change the access of your pass; they are strictly used to determine refund eligibility and amount should a Qualifying Event occur.
Unfortunately, partner resorts including Telluride are not included in the Epic Coverage Election and it is only for all Vail-owned resorts.
Are you still there? It appears you may have disengaged with this chat. Is there anything else I can assist you with at this time as I will be disconnecting in 2 minutes?
You appear to be inactive. I'm going to disconnect the chat now. Have an epic day!
Thank you for waiting. Yes, I do see here that your payment got declined. I will process it now. Can you verify the last 4 digits of the card that you want to be charged?
He doesn't have a picture on his account. So that we can print his pass, kindly attach a picture of him.
Please log in to your Epic account on epicpass.com to view her account. You can add a photo in the upper left corner of the box under "Household Member" there.
**** CALL CENTERS****
Please reach out to the call center at 1-800-766-0449 and they will be able to help you out.
Please reach out to the call center at (970)-754-0005 and they will be able to help you out.
**** The restricted dates are as follows:**** Thanksgiving: NOV 25, 2022 TO NOV 26, 2022 Christmas: DEC 26, 2022 TO DEC 31, 2022 MLK: JAN 14, 2023 Presidents: FEB 18, 2023 TO FEB 19, 2023
We are chat support for all Vail Operated Resort's basic and general inquiries. If the inquiry is already beyond our scope of work, then we can only help by providing our guest with the direct contact information of the specific department or resort that handles the inquiry or concern.
We are chat support for all Vail Operated Resort's basic and general inquiries. Unfortunately, we do not have access to that since that is direct to the resort only but I can give you the direct phone number of the resort's assigned department for the exact information. Is that okay?
**** CORPORATES SALES AND SERVICES****
I will have you contact directly to our Corporates Sales and Services at 1-970-754-0005 and press option number 1 and then option number 2, as they are the only one who has the ability to assist you further.
Your Epic Pass is valid for this season, and in addition to that, it gives you unlimited admission to all of our resorts, including our partner resorts. You can even use your Epic Pass at resorts on holidays. You decide where and when you will use your pass, and since you may access your pass immediately, you no longer need to make a reservation in order to access the mountain.
Please be aware that our season passes are not transferable or refundable unless you have a Qualifying event for which you can submit a claim to the Sedgwick department for cancellation and refund. Additionally, you can visit our websites at epicpass.com and click on Epic Coverage for more details.https://www.epicpass.com/info/epic-coverage.aspx.
**** REFUND****
I totally understand that you decided to cancel your season pass however our season passes are non-refundable and non-transferable unless you have a Qualifying event you can file a claim for a refund to the Sedgwick department, you can contact this phone number 1-877-895-1297. You can also check our websites on epicpass.com under the Benefits tab click epic coverage you can check that for more information https://www.epicpass.com/info/epic-coverage.aspx.
Please contact Sedgwick Department at 1-877-895-1297 with reference to this one, since they are the only ones who can identify this refund. Thank you!
**** How do I check the status of my refund request?****
Please visit www.status.myrefundrequest.com to check the status of your refund request, and upload and view the required documents.
****AUTO-RENEWAL CANCELLATION 23-24 SEASON
I totally understand that you are inquiring with regard to your Auto Renewal. Please know that the last day to cancel the Auto Renewal program was last May 10, 2022, from there the option was already removed from the system. So, we do not have the option to cancel auto-renewal or 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 underlined 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 that is handling all our past 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 clicking the benefits tab and then click Epic Coverage, then browse to the FAQ's and finally clicking the Epic Coverage: Personal Qualifying Events https://www.epicpass.com/info/epic-coverage.aspx.
**** SWAF AND BUDDY TICKETS****
Pass holders must accompany their friend to the ticket window and display their pass in order to pick up a Ski with a Friend or Buddy Ticket.
Our Military Pass purchases are only handled by our Corporate Sales and Services department via our call center as it needs verification. So, you may contact them directly for you to be assisted with your pass purchase.
I am very sorry to hear about that. I understand if this situation frustrates you, especially the time and money you already put into this. If only I have the ability to provide you with the needed resolution here on my end, I will be more than willing to help you. But my hands are tied with our standing policy as well. If you wanted to escalate this experience. You may do so by reaching out or leaving your complaints or comments at comments@vailresorts.com. Rest assured, our management department will look into this matter to improve our services.
Thank you for the information. With regard to your inquiries. I am sorry about that, I am afraid we do not have the option to skip the shipping fee when purchasing your pass online. Only the call center has the option or the tools to skip the shipping fee. Please reach out to the call center at (970)-754-0005 and they will be able to help you out.
Please know as well that the shipping and handling fee is refundable in person through the resort's ticket window or over the phone as well.
You may purchase your pass now online, here; https://www.epicpass.com/ or if you need assistance on your pass purchase. You may have your purchase over the phone at (970)-754-0005 and they will be able to help you out.
**** RELEASE OF LIABILITIES**** Please follow the steps below in order for you to sign your release of liability.
Log into My Account on epicpass.com or snow.com. Click on "My Account". Navigate to the red box in the upper right corner Action Required. Click Complete Release.
**** FOR DEVO PROGRAM:**** 970-754-8245 https://www.vail.com/plan-your-trip/ski-and-ride-lessons/category/devo.aspx
**** COLLEGE PASS**** https://www.epicpass.com/pass-results/college.aspx
**** FOR COLLEGE PASS VERIFICATION****
In order to activate your pass you need to send in:
A current Fall 2022 schedule showing both your name and the credit hours you're enrolled for. (12 credit hours for undergrad and 6 credit hours for graduate. A copy of your student ID.
Eligible enrollment proof requires a valid and current college ID or a valid government-issued photo ID AND Proof of full-time college enrollment: 12 units/credits for Undergrads and 6 units/credits for Graduate students. Eligible proof includes:
A notarized letter from the registrar’s office Or a college-issued schedule indicating full-time status You can send these to verification@vailresorts.com
IP CODE: NAME OF THE GUEST: REMARKS: AR: DONATION: CC:
**** EMPLOYEE HR / PEOPLE CONNECT**** 303-404-1900 For All Vail Employee Inquiries
**** Contact Telluride Ski Resort by calling**** (800) 778-8581 emailing info@telski.com.
**** EPIC MIX****
**** What happened to my EpicMix photos from previous years?****
EpicMix Photo continues to be deactivated for the 21/22 season and there are no EpicMix photographers on the mountain. You can access previously purchased EpicMix Photos by reaching out to a call center agent at epicmix@vailresorts.com. Please allow 6-8 weeks processing time to receive your photos. Thank you for your patience.
**** EPIC SCHOOL KIDS****
The Epic SchoolKids Pack is a FREE program for Colorado, Utah, Canadian, and Washington State Kindergarteners through Grade 5 students and there is no purchase required.
For any questions please call:
Utah / Colorado: (970) 754-0025 Whistler Blackcomb: 1-800-766-0449 ext 1
**** CORPORATE SALES AND SERVICES**** 1-970-754-0086 AVAILABLE 8 AM TO 6 PM EASTERN TIME OR 6 AM TO 4 PM MST
**** REMOVED MAIL PROMOTION****
Go to epicpass.com and log in to your account Click my epic account and you will be routed to your profile click the email preferences and you can see your active email address 4 below that there is an unsubscribe button, click that and now you will no longer receive a mail.
**** MILITARY PASS PURCHASES****
Nothing to worry about as I can totally purchase your Military pass here on my end, however, you still need to email your Military documents to customerservice@sheerid.com for the verification of your Military status.
DD214 Orders VA ID Official letter LES dated within 90 days
You need to email your Military documents to customerservice@sheerid.com for the verification of your Military status. If you are having a difficult time reaching out to the Sheerid department you can also send your documents to verification@vailresorts.com.
Nothing to worry I will reship another pass for you however I cannot assure you that it arrived immediately since we have a high volume of passes being processed this season, However, if you needed your pass before it will physically arrives, you always have the option to have it printed at the resort's ticket window.
**** COMPLIMENTARY PASS/4 & UNDER PASS****
Kids 4 and under receive free lift access with the 4 and Under Epic Pass. To be eligible for this pass, the child must be 4 years old or under at the time of purchase. If the child turns 5 during the ski season, they are still eligible for this pass as long as it was purchased prior to the child's 5th birthday. To receive this pass, bring proof of age to any Vail Resorts-owned-and-operated ticket window. The child must be accompanied by an adult on the mountain at all times.
**** 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 in 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 at your mailing address as I can see 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 pass is already in the queue for printing. Once it will be printed, it will be shipped to your mailing address and you will be notified via the email address in your file. Once you received the email notification, then you may expect your passes to arrive 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 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 a $4.95 shipping and handling fee.
**** IF THE GUEST DID NOT PURCHASE A NEW PASS YET ****
Thank you for the wait, upon checking here on your account, you haven't purchased a new pass yet under Flexpay. So, you may purchase a new pass now, once you already purchased it, then you may contact us back in order for us to process the refund on your previous pass.
**** IF THEY ALREADY PURCHASED A NEW PASS****
Thank you for the wait, I can see here on your account that you already purchased a new pass under the Flexpay option. So, you have nothing to worry about, I can totally help you with refunding your previous pass. May I have the last 4 digits of your credit card that were used on purchasing your previous pass? ( Note: If the previous pass was also paid/purchased using Flexpay, then tell your guest: We can refund your previous pass, however, it can only be done through our support as they are the only one who has the tools for it, so, let me go ahead and send the request now and you may expect the refund confirmation email or receipt to be sent to you within the day or within an hour or 2. Then get the guest information:)
**** INQUIRIES HANDLED BY OUR COUNTERPART/OTHER TEAM **** Lessons
Rentals
Lodgings
F&B / Restaurants
Parkings
Lessons are only handled by our in-resort team as they are the only ones who can access their system. So, you may contact them directly for further assistance. May I know to which specific resort is this for? So, I can provide you with their contact number.
Thank you for the information, please allow me a moment to check their contact number for you. Thank you for waiting, you may contact directly to (name of the resort) at (phone number).
Guys, if in any case, you will receive an inquiry regarding Flexpay, that they already called up the Uplift and they are directed back to us. Make sure to search the guest account if they have already re-purchased the new pass under Flexpay.
Full Name:
IP Code:
Reason for the Call: Pass refund, guest purchased/upgraded a new pass-through Flexpay.
(Then send it to Vail Team GC on your MS Teams and tag at least one supervisor on duty)