© 2023 KPCW

Spencer F. Eccles Broadcast Center
PO Box 1372 | 460 Swede Alley
Park City | UT | 84060
Office: (435) 649-9004 | Studio: (435) 655-8255

Music & Artist Inquiries: music@kpcw.org
News Tips & Press Releases: news@kpcw.org
Volunteer Opportunities
General Inquiries: info@kpcw.org
Listen Like a Local Park City & Heber City Summit & Wasatch counties, Utah
Play Live Radio
Next Up:
Available On Air Stations
LIVE BLOG: Gwyneth Paltrow in Summit County court for ski accident lawsuit
Park City
Everything to do inside of Park City proper.

Vail Resorts CEO Sends Apology Email About Long Customer Service Wait Times


Vail Resort, parent company to Park City Mountain Resort has made a lot of changes this season to help mitigate the spread of COVID-19. Those include mandatory masks on the mountain and limited capacity to allow for social distancing.

In an email, sent to all pass holders, Vail Resorts CEO Robert Katz acknowledged that despite their best efforts to navigate COVID-19 concerns, the resort “fell short.”

He said they received many complaints about issues with customer service and said the long wait times were “unacceptable.”

He went on to explain the problem was due to technical difficulties. While Vail Resorts has doubled call center staffing, Katz said they didn’t have the infrastructure for the amount of pass holders who called in needing assistance.

He said they are looking to expand and upgrade their current customer service operations. These changes likely will not happen instantly, and Katz didn’t give a time frame of when to expect improvements.

He advised customers to continue to have longer than normal wait times for the time being.

Jessica joins KPCW as a general assignment reporter and Sunday Weekend Edition host. A Florida native, she graduated from the University of Florida with degrees in English — concentrating in film studies — and journalism. Before moving to Utah, she spent time in Atlanta, GA.
Related Content