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.