"Bad Type"

Generic invalid scan that could mean different things. Go through activation checklist and check comments for more details on how to proceed. 

"Bad Type Loc"

Access loaded on RFID is not valid for the location guest is trying to use. Commonly seen with scenic ride tickets, fast tracks, Killington vs Pico access. Verify what product guest purchased, ensure there is not an issue of duplicate accounts and proceed accordingly. Guest may need to purchase pass or be education on where their pass is valid. 

"No Product"

There is no current or valid access in the guest’s Access Profile. Confirm guest does not have multiple accounts. If product lives under another account, merge and verify access loads to their RFID. Otherwise they will need to purchase ticket/pass.

"Loop Too Soon"

Pass scanned too many times within a short time and was flagged at the lift for security reasons. Usually loop too soon will clear on its own within a few minutes, puck pass to verify it is active and educate the guest on why it occurred and how to prevent it in the future. 

"Date Too Soon"

Effective date on ticket has not started yet. Confirm the dates guest wanted to purchase and adjust accordingly. 

Ticket/Barcode Expired

Expiration date on ticket has passed. Confirm the dates guest wanted to purchase, check to see if/when the ticket was used and adjust if appropriate.

Inactive Media

The RFID the guest is using is an inactive card on their profile. Verify in Access/Pass Media Profiles>Pass Media profiles what the most active card is and confirm that card is not being used that day. If not, you may reactivate the card they physically have for use that day. Suggest they discard other media. 

"Hotlist"

Generic hotlist that could mean different things. Go through activation checklist and check comments for more details on how to proceed. 

"Payment Problem"

Guest is missing payment(s) for their season pass. Must go online and update card on file to push the payment(s) through. [

"Liability Release Required"

Missing waiver for the current season. Must go online (or visit rental check-in kiosk) to sign waiver. 

"Image Required"

Missing image or image is identified as invalid by the system or our staff. Must go online and upload a photo (or visit guest service window to get photo taken) of their face, unobstructed by glasses/goggles, masks or helmets. We may suggest photo be updated if 5+ years old. 

"Fraudulent Use"

Identified fraudulent use (pass sharing or other). Check comments on profile to proceed. Guest will owe fee/serve suspension which will be communicated to them through season pass office at Killington. We should not remove hotlist unless comments direct otherwise. 

"Returned Pass"

Access was refunded or credited to Killington account based on guest’s request. Specific date(s) will be hotlisted to prevent use of pass after it has been returned. Verify the date hotlisted is correct based on date refunded/credited. If it is, guests will need to re-purchase a ticket. If there was an error in hotlisting, correct to align with the appropriate date(s).

"Reissued Pass"

When an RFID is reissued agents may hotlist any previous RFID to prevent pass sharing or confusion with multiple cards. We may need to remove hotlist if guest is able to provide verification they do not have the most active card. Otherwise, we should discard any additional cards and verify which RFID is the correct card the guest should use moving forward. Check ID to verify you are speaking with the passholder before re-activating any card they may have. 

"Pulled Pass"

Pass was pulled by patrol or mountain ops for various reasons. Check comments to proceed. We should not remove this hotlist unless comments direct otherwise. 

"Terminated Employee"

Employee access was returned by HR. Check comments, verify guest has other access or assist if they need to purchase. Any employment questions should be directed to HR. Hotlist may be removed from reloadable guest media but must remain on staff media if affecting guest’s paid access. 

"Call Security"

Check comments, contact SOD and proceed accordingly. Agents should not inform guests on content of comment unless directed. Do not remove hotlist, manager or supervisor approval required. 

Removing a Hotlist on Ticket Access

1. To do so you will want to navigate to the One Resort Tools at the bottom of the homepage of RTP and locate the "Ticket/Pass Information" option. 
2. Once selected you will either tap the guest's pass when the ticket or pass bubble is selected or you may paste the guest's IP in the customer bubble if we do not have their physical card.
3. You will then see a list of any of their current or past access. Locate the current access they are skiing on and select the line item. 
4. With the line item selected, select the hotlist tab closer to the top. 
5. You will need to set the hotlist type as active in the hotlist drop-down. 
6. Leave the expiration alone. 
7. Add a comment briefly explaining the situation and reason for hotlist removal. 
8. Add
9. Ok. 
10. The guest's access has been unhotlisted.

Removing a Hotlist on RFID Media

1. To do so you will go to customer manager and locate the guest's account containing the pass. 
2. Under Access/Pass Media we want to select Pass Media Profile. 
3. The Generic Pass Media will be the listed option of the guest's current/active RFID card. Ensure this is the one they are using/have been scanning and select the media option by clicking where the wording is bolded. 
4. Once in this screen we want to set the hotlist reason as active in the drop-down. Ans ensure the active box is checked at the top of the screen. 
5. Add a comment briefly explaining the situation and reason for removal of hotlist. 
6. Add. 
7. Update.
8. The guest's pass has been unhotlisted. 

Adding a Hotlist on Ticket Access

When you need to hotlist a guest due to suspicious activity, ski patrol suspension, fraudulent use etc. you will want to hotlist the guest's access so they cannot reprint a card and remove the hotlist. 

1. To do so you will want to navigate to the One Resort Tools at the bottom of the homepage of RTP and locate the "Ticket/Pass Information" option. 
2. Once selected you will either tap the guest's pass when the ticket or pass bubble is selected or you may paste the guest's IP in the customer bubble if we do not have their physical card.
3. You will then see a list of any of their current or past access. Locate the current access they are skiing on and select the line item. 
4. With the line item selected, select the hotlist tab closer to the top. 
5. You will need to select the hotlist type or reason in the hotlist drop-down. 
6. Set the expiration date according to when we need the hotlist to begin and when it may end. 
7. Add a comment briefly explaining the situation. 
8. Add
9. Ok. 
10. The guest's access has been hotlisted.  

Adding a Hotlist on RFID Media

When you need to hotlist a guest due to missing waiver, incorrect photo, returned day on a multi-day ticket you would want to hotlist the media itself. 

1. To do so you will go to customer manager and locate the guest's account containing the pass. 
2. Under Access/Pass Media we want to select Pass Media Profile. 
3. The Generic Pass Media will be the listed option of the guest's current/active RFID card. Ensure this is the one they are using/have been scanning and select the media option by clicking where the wording is bolded. 
4. Once in this screen we want to select a hotlist reason in the drop-down that is closest to the reason why we are hotlisting. 
5. Add a comment briefly explaining the situation. 
6. Add. 
7. Update. 
8. The guest's RFID media is now hotlisted.