Fraud Awareness
Written by Emily Hill
Updated at January 23rd, 2025
We have made a big push at the lifts and windows to crack down on pass sharing and pass fraud this season. We have uncovered that this is a big problem here at Killington and throughout the ski industry. Thank you for your patience as we worked through the new challenges that have come along with this process.
Confiscated Pass Scenarios
Fill out this form in the event of a confiscated pass.
A pass was confiscated, the guest has not been contacted, and they are seeking immediate resolution.
Pull up the guest’s RTP profile and view comments. Most likely there aren’t any notes about the recent confiscation, but we should always check. Listen to their story and try to decipher if this was a mistake or fraudulent use. Make notes of names, relationships, location or timing of the events. Add comments to RTP regarding your conversation and inform the guest that management reviews these situations and will contact the passholder via email with a decision within a few days. If you feel strongly that a pass has been pulled in error, contact an SOD with your findings. Do not release the pass without approval, and do not provide the guest with any possible resolution.
DeleteGuests have received communication from management about confirmed fraud and contact you to contest and plead their case.
Inform them to respond to the email they received, that these situations take time to research, and decisions won’t be made immediately. When you encounter these customers, please add notes to RTP and inform your SOD of the interaction. If you need to provide an email to guests, always use seasonpass@killington.com. Do not send them to anyone directly.
DeleteThe guest has been notified about the confirmed fraud, was sent information about their penalty, and has contacted you to pay the fine.
Process the $199.00 fine using the KL Season Pass Cancellation/Fraudulent Use product in the Guest Services product tree. You will need to change the price and attach the customer. Once the fine is paid, you set a hot list on their access via One Resort Tools> Ticket/Pass Information to expire 14 days from the date the pass was confiscated. Make sure the date is set correctly, including the year. Do not hotlist their pass media; they are allowed to purchase day tickets while their pass privileges are suspended. Leave comments in RTP about your transaction and alert an SOD that the fine was paid.
Product Sales/Service Fraud Incentive Plan
Eligible staff (ticket sellers, guest services agents, ticket operations administrator) receive a $100 incentive when they have caught and stopped someone skiing/riding/mountain biking on someone else’s ticket or season pass, or on a ticket or season pass for which they aren’t eligible. Managers and supervisors are not eligible. Below are examples situations someone would be eligible for the incentive:
- Staff identifies that someone purchased a ticket or pass for a certain age range, but the person does not actually meet the age requirement, and they have been skiing/riding on that ticket or pass.
- A ticket seller/guest service agent identifies that someone has been out skiing and riding on someone else’s season pass.
For clarity: Dealing with the following types of situations is considered a basic function of the positions and are not eligible for an incentive. This is not an all-inclusive list.
- Staff stopping someone from picking up a ticket or pass for which they aren’t eligible for.
Standard protocol when someone is caught fraudulently skiing or riding on a ticket or pass is to block that ticket or pass for a period of two weeks and impose a $199 fee. Ikon Passes will be blocked for the season per Ikon Pass policy. The fraudulent use fee must be collected by the agent at time of the catch in order for the incentive to be paid out. Limited exceptions may be made on a case-by-case basis.
When a staff member catches fraud, they will be required to complete an electronic form which will be reviewed by product sales & service leadership to determine eligibility for the incentive. Incentives will be paid out in the paycheck for the pay period following the pay period in which the pass was caught in.
Important: It is not our goal to create an environment where we’re inconveniencing large numbers of guests to identify and stop fraud. All eligible staff must find an appropriate balance between guest experience and preventing fraud. Any staff deemed to be failing to find this balance may be excluded from the incentive program after one or more counseling sessions.
Any staff member who is believed to have fraudulently submitted a claim for a caught pass will be banned from receiving future incentives and may face further disciplinary action up to and including termination.
This policy is subject to change and updates at any time.
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