Sugarbowl gets computerized

My family and I headed to Sugar Bowl for a few days over the holidays. The snow came a bit late this year, and they only finally got enough coverage around Dec 21, so by the 23rd they were slammed. Ski areas live and die by the snow levels, so they were financially unable to bring on most of their personnel until the 22nd or 23rd, so virtually everyone we interacted with was on their first day of the year.

To add to the craziness, this year they decided to put in a new computer system with complete customer tracking. Since nobody had been trained on the system, the end result was complete chaos and crazy lines. They never did find the reservations for ski school that we made, so we got entered into the system twice. The ski school snacks were missing, so our kids got a cup of water for snack. They also had eliminated some of the discounts, like savings for having your own equipment, and a 10-pack deal for ski school.

So, I called Sugar Bowl to register my unhappiness. I talked to a couple of the more experienced folks: Laurie at the ski school, and Kate in special tickets. They both were unfailingly helpful, apologetic, and informative about what was going on. They gave me a discount on my next ski school trip, and gave me a bunch of tips on navigating the system. One was to get my ski school reservation number so they can more easily find it.

We then went one more time to Sugar Bowl, and had a wonderful experience. The lesson here is that the provided great customer service, and a commitment to address the problems and continue to improve. I think Sugar Bowl will end up far better with the new system despite the startup problems. And I will continue to go there. Kudos to them.

Leave a Reply