Passholder Discount Troubleshooting
Written by Emily Hill
Updated at December 31st, 2025
With the high volume of employees/passholders reporting their discounts are not working at F&B/Retail, please refer to the information below to help diagnose the issue or report to your supervisor team. In a circumstance when we are able to fix the issue in that moment, we need to explain to the guest their discounts will not work for 90 minutes. If we are not able to diagnose, we should assist the guest to the best of our ability, fill out the form provided below, and explain their discounts may not continue to work for 24 hours.
- We should confirm the guest is only having issues with their discounts and not their pass access. If they have issues with both, it is likely a bigger issue or something we need to correct otherwise (missing payment, waiver, photo, etc.)
- If they only are experiencing issues with their discounts and not their access, we should check to see what is the most active RFID on their profile.
- If an Ikon pass is the most recent RFID media, we need to reactivate the Killington media that they have with them and explain that the last used pass was their Ikon and that can cause disruption with their Killington discounts. (Reprints may be necessary, in which we should still communicate it will take 90 minutes from that point).
- If it is Killington media that is not what they physically have with them, explain that we will reactivate the card they have with them, but they should get rid of any other pass they have other than that one as it can continue to cause issues for them. (If the guest goes to the lift prior to using their discounts and waits 90 minutes before trying at F&B/retail they may not experience this issue, but we should not bet on it and manually activate the media for them as to prevent issues).
- If we cannot easily diagnose the issue, please reprint the pass, and fill out this form, so that we can look into the issue within Square on the backend. Explain to the guest it then may take us 24 hours to correct the issue and see if the guest was offered their discount at the respective discount location. If they were not we should issue BYDC to offset the cost and apologize for the inconvenience.