Lift Delay Compensation Policy
Written by Emily Hill
Updated at April 9th, 2024
Details & Amounts
When a lift is stopped for an extended amount of time due to a mechanical or weather issue and guests are forced to remain on the lift during this time, Killington/Pico will compensate guests with a lift ticket credit voucher (Or Brighten Your Day Card) at an amount to be determined by mountain operations using the compensation guidelines below.
The following guidelines will be used by the director of mountain operations or lift operations manager in determining the value of the lift delay cards. These are based on normal winter conditions and any increments may be used based on weather conditions or extenuating circumstances.
Compensation Amounts:
Tier 1: 15-24 mins > $20 lift ticket credit voucher OR 1 brighten your day card worth $10
Tier 2: 25-35 mins > $40 lift ticket credit voucher OR 2 BYDC worth $20
Tier 3: 35-45 mins > $50 lift ticket credit voucher OR 3 BYDC worth $30
Tier 4: 45+ mins > full-day lift ticket credit voucher
Guests will have the option of the lift ticket credit voucher (valid for 54 weeks) or the Brighten Your Day Card which are valid in F&B and retail as well as ticket locations. In extreme circumstances such as severe weather, sellers and agents should also feel free to offer the guest a free beverage card and if needed a hand or toe warmer.
- The Lift Delay Compensation Card is given out by the lift operators as guests off-load the delayed lift. The operator will circle the day of week the card is handed out.
- The card must be redeemed within 24 hours at any ticket point of sale.
- The amount of compensation is determined by Mountain Operations and will be posted in TEAMS on the Killington/Pico Product Sales & Service Team in the General channel and the Killington Reservations & Call Center Home Page under the Lift Delays tab.
How to Redeem
Issuing the voucher:
- Go to KL Guest Services>Lift Delay>KP Voucher Lift Delay
- Select the amount of Lift Credit as determined by mountain operations.
- Assign the guest.
- Click complete
- Voucher will be in the Voucher History Profile in RTP. Vouchers can be accessed by guests in their online account.
When the guest wishes to redeem their lift delay credit, they will need to login to their online account and view their vouchers. Under "other vouchers" they will see a voucher labeled KP Lift Delay and the amount given. They will want to take note of their voucher code and apply that during the payment section of the checkout process in the voucher code box much like one would do with a cancellation credit voucher.
View the steps (with images) in this article for help.
DeleteFAQ
How do we know there is a lift delay?
If you work remotely via the call center and have not seen a notification in teams, please reach out to dispatch to get an answer as to whether the lifts are actually down and report back to the group. Keep an eye out for the website alerts teams channel.
If you work on-site, your supervisor/manager should report to you when there is a closure but be sure to check teams for notifications on any delays or closures within the website alerts channel.
DeleteWhat happens when the total of products is less than the voucher total?
If a guest's order is a lesser amount than the total of the voucher, apply the voucher to the order and the remaining balance will stay on the voucher for future purchases.
