Shared note

REVIEWER 2

For shipping fee refund related.

if guest says, I have my old pass and pass is not upgraded, tell the guest that we need to send the pass. if guest wanted to pick the pass at the ticketing window - tell guest that does he/she really wants to pick it up at the ticketing window and fall in line. Is it really worth $4.95.

--CAN DOWNGRADE OR UPGRADE PASS EVEN IT IS ENROLLED TO AR Q: We have a guest here who would like to downgrade the pass that they have which automatically renewed under the auto-renewal program and the auto-renewal transaction happened on May 17th. May I know if this would still be possible since it was under auto-renewal program?

A: It is possible, please transfer to CSS. Just as a side note - We are able to downgrade in this case due to the auto-renewal grace period, as we are allowing guests to do so until Sunday this week before EOD. If we have a guest who purchased a pass with the $49 and was not enrolled in AR, downgrades are no longer an option if 24 hrs after pass purchase.

REQUIREMENTS FOR PHOTO UPLOAD

Photo Upload Information: Our pass and pack products require a photo of each pass holder. If you have had a pass for any past season, you may already have photo on file and do not need to upload a photo at this time. If you do not currently have a photo on file, you can upload your photo online. Sign in to your account to check if you have a photo loaded, for more information on how to upload a photo and to check our pass photo requirements. You cannot replace an existing photo online at this time.

Complete Photo Requirements

• Image should be in .jpg format • Photo must be a square image, rectangular images such as those taken on smart phones will not upload, please crop photo to be square • 400 x 400 pixels • The photo should show a clear, front view, full face of the guest • The guest should be in normal attire, without hat or glasses • The guest should have a natural expression, and eyes open and looking directly ahead • The head of the person being photographed should not be tilted up, down or to the side • There should be a strong definition between the face and background • The head should be centered in the photo • The head should cover about 50% of the area of the photo

AUTO RENEW LOCATION

Walk through the guest to see if they are on A/R Go to my epic account Season Pass TAb click the + sign to open up information if you are enrolled in A/R then it will appear there. If the guest was not enrolled for AR it will appear BLANK.

LEGAL DEPARTMENT If guest would like to reach out to our legal department, you can provide the number (303)-404-1800.

PROMO CODE -Guest has an active promo code but when using it he got an error message stating "primary code is not available". What should we advise?

Ans: Review the code with guest, if proper code please advise guest that promo will be automatically applied in September. If guest wants to purchase a pass TODAY using the promo, you can transfer to CSS, if only they would purchase a pass.

HOUSEHOLD REMOVE -If guest is calling wanted to remove an account that is part of a household, it needs to be the HOH (Head of the household) to contact us to remove the account, or the account owner can request to remove his/her account into the household.

UPGRADE & DOWNGRADE

If guest is calling wanted to upgrade or downgrade their passes, make sure to ask the following:

When was the pass purchased? What kind of pass they would like to change it to? If it's more than 24 hrs and guest wanted to cancel/downgrade their SP (Season Pass) refer them to ACM. If it's more than 24 hours and guest wanted to upgrade their current pass, transfer to CSS BUT only while the passes are available. Pass sales will end before the season ends. Vail Resorts will announce last day of pass availability on the website.