IKON Pass

I purchased an Icon pass for the first time. Im not an extreme skier but the very first time I have used the pass ( unfortunately terrible conditions in Sugarbush) I have taken a fall and ruptured my ACL and injured other ligaments
I have not get a chance to ski a half a day and I asked IKON to honor if not full but some credit to next season
Well, they are washing their hands!
They lost me as a customer and Im telling all my skier friends about my experience!

I bought my son the Ikon pass for his birthday. He was to go skiing 1/2/23 and he got Covid and couldn't travel. It was a short window to use pass in CO, but by the time he was better he had to go back to college in GA and no other opportunity to use the pass.
I called and they refused to defer pass until next year or a refund. The policy is you must cancel by 12/8/22. Great to have a policy but Covid comes when it wants to not on a schedule. Also, the insurance paid for doesn't work. They require a doctor note and he didn't go to the doctor as he was sick at home. We knew what it was as we have all had it. This is "theft" to receive money for services never rendered. A deferral was a reasonable request and it was denied. Why not offer a prorated refund? If they cared about their customers, they would. Watch out when you purchase this pass. May want to buy private travel insurance as you are out of luck with Ikon. The management and customer service do not care about their customers. All about the money.

I do not want anything from Ikon, since it is highly unlikely that we will spend another penny with them.

Unfortunately, we purchased Full Season Tickets and Insurance for multiple Family Members several years in a row from Ikon, which cost many thousands of dollars.

Most years…we only used the passes for one 5 day Ski Trip, and we were OK with that.

During The 2019 / 2020 Ski Season, we made two 4 day Ski Trips to Aspen, and purchased at least 5 Season Passes for our Family & multiple day passes for extended Family & Friends.

My Sister-in-law….who had a Season Pass with Insurance, found out she was pregnant, so she did not ski during the trips, and mere weeks after the 2nd trip, The Resorts closed due to Covid-19.

Ikon assured us it was not a problem….when I was finally able to speak with someone in September of 2020, prior to that, they were not answering the phone….and they would just give a credit on her account for a future season, once The Resorts fully opened.

This seemed like a very reasonable solution to the situation, and the full credit showed up on her account within minutes.

We were never told we had to do anything to keep the credit…only that it could be used for a Future Season Pass.

Since The 2020 / 2021 Season appeared to be non-existent…with Travel and Resort Closures, etc….we did not attempt to use the credit until 2022, and I was told that since we did not “defer” before December 8th of 2020….the credit was gone….even though they were marketing the fact that all passes came with Adventure Assurance, and if you did not use a pass for the season for any reason, you would receive a credit for a future season.

To make matters worse….we purchased Season Passes in late 2021 for my wife & I, and since the Ikon Rep told me we had Adventure Assurance, we did not need the insurance we always purchased in the past.

We blissfully planned a trip to Aspen for February, 2022…and The Friday Night prior to our Monday Flight to Aspen, my wife underwent an Emergency Appendectomy, so we had to cancel our trip.

Thankfully, we did purchase trip interruption insurance for The Lodging, and that company was pleasant to work with, and they expeditiously reimbursed our costs for housing.

However, when I spoke with IKon Support…this is when I discovered my Sister-in-law’s Credit was gone, as well (Really nice way to treat a Mother with an infant child, that had insurance on the original pass, and has been a loyal Client for years!)….they told me we would have also had to have deferred our passes prior to December 8th of 2021, which was shortly after we purchased them.

We live in San Diego, so we have never gone skiing at a Ikon Property before Xmas or New Years, so basically we would have had to buy the passes and immediately defer them, which does not make a lot of sense!

I spoke with a few people…including a couple of Managers at Ikon, and they were mostly condescending and rude or rudely condescending, and basically told me that it was my fault for not reading the fine print of the contract!

From my perspective and apparently from many others that share the same sentiment, since they have posted about their experiences on this site and other sites…The Fine Print, that Ikon Management has been using to deceive a lot of hard-working people and their Families.

Ultimately, they can delude themselves into thinking their behavior & actions are honorable & correct…however, even small children know right from wrong, so unless they are psychopaths, they will certainly have regrets about the way they treated People & Families during a very difficult time in American & World History!

Additionally, The Employees & Management that perpetrate these actions, may feel like there is an endless supply of New Clients to treat poorly….however, not caring about Your Clients and behaving dishonorably, will eventually lead to failure.

Clearly, companies are allowed to make whatever decisions they want at the properties they own…however, Partner Resorts can and should demand higher standards of Customer Care.

The great thing is this is The United States of America, so we get to choose how to spend our money and there is almost always a competitor that is honorable, and can offer a similar service.

I will miss going to Aspen…I will not miss having anything to do with Ikon, and fortunately there are a plethora of other phenomenal Ski Resorts to carve out new experiences & memories at!

Good Luck Ikon!

I purchased a 21/22 season pass for my daughter. Before the season started, I deferred her pass. Due to circumstances that I'm not disclosing publicly, she is no longer able to ski. I contacted Ikon to see if I could use her credit for a different family member. I was told that her credit is non-transferrable. I explained that she is no longer able to ski and that they were taking my money for a service that they did not provide. Ikon just stole $659 of my money. They said that if I had purchased the insurance, they'd be able to transfer the credit. That tells me that they CAN transfer the credit, but they are choosing not to. Their hardline approach is unjust. I'm not asking for a refund; I'm simply asking to use the credit towards the purchase of pass for another member of my family. DO NOT USE THIS COMPANY!

Ikon has taken a firm stand to choose revenue over their customers. I explained the financial hardship that I've faced and all they're refusing me a refund. There was no compassion in this process and I recommend everyone deciding between passes choose Epic who has proven to shockingly be the customer service oriented organization between the two. Very disappointed to see my Ikon days come to an end.

Based on Ikon's response to other people's complaints, it may be pointless to ask for a refund for 19/20. But here is why refusing to provide a refund equals a fraud in this situation: The non-refundable term that I agreed upon purchase was based on the contract that I was paying for a service that will be provided throughout the season. Without agreeing to this premise, Ikon would be responsible for the fraud for charging customers for a service that does not exist. If Ikon do not separate the covid-19 situation from "non-refundable under any circumstance", it is no difference than claiming "Ikon can charge and terminate service any time they want as long as you agreed to the term upon purchase". Despite of the situation, Ikon does have control of their policy and made a conscious decision to disregard requests from their customers.

I never got to use my ski pass this tear because all the IKON ski locations were closed. They will not refund my money. I only ski during the spring ski season due to health conditions related to cancer and the cold.

I would like a full refund for the pass for the year.

On June 25, 2019 we purchased two 19/20 IKON PASS season passes for the price of $1498.00.
We arrived in Big Sky, Montana on Sunday March 15 at around noon with the intent of using the 5-day pass Monday-Friday. Upon our arrival, we were notified by the resort that they were closing the next day. Upon hearing this information we called and after many attempts reached an IKON representative about 1:00 pm to see what we should do about our season passes. He said no decision has been made and advised us to use our passes for the remaining couple of hours that the resort would be open.
We purchased our passes with the intent of skiing in March and April this year. With the closure of the resorts through no fault of our own, we were unable to use the passes. We've made several phone calls to the number listed on the IKON pass with the promise that a manager from the company would get back to us in a few days which never happened. We've also contacted them via e-mail with no resolution.

Bought snow pass to use in march and april, all resorts are closed due to Covid but company is not refunding money even though they have provided no service.

I purchased a ski pass for the season and had scheduled a trip for spring break to steamboat springs (limited days on the pass) and the resort was forced to close along side every other resort in colorado. IKON REFUSES to offer a discounted rate for next years pass or refund for this situation. It is a disgusting display of not caring for your patrons and should be punished for it.

I was able to use 3 days on an $800 pass... in what world is that fair, its not!

In 2019 I bought two Ikon Season Passes for $700 each or $1400 for "UNLIMITED ACCESS AT 14 DESTINATIONS. Seek endless turns with limited blackout dates at select destinations."

*** Mountain opened on Nov. 11th 2019 and closed due to corvid early on March 14th. They fired all their employees and shut down all mountain access. This is a similar story for every Ikon Pass Ski Mountain.

30 days later on April 14th Ikon Pass, Inc finally made a statement that in response they will double their discount from $50 to $100 for the next season. This makes no sense. I paid $1400 for a service that typically lasts from Nov 11 - June 11 at minimum (7 mo.). While I only received this service from Nov 11, 2019 to March 14, 2020 (4 mo.).

Everyone with Ikon is due a refund or pro-rate in proportion to time the service was not offered. If that is 1 month then that is 1/7 or 15%, if that is two months that is 2/7 (28%), etc.

In this case that would mean refunds of $100 /pass for every month the service remains closed for the season. The companies are hoarding money when their costs were extremely limited. They didn't keep their employees, they didn't have overhead due to usage, etc.

I contacted Ikon's custom team on April 14th after receiving their email about the 'doubled discount' and the response was this:

Hello XXXXXX,
Thank you for contacting the Ikon Pass Support Team. Ikon has extended its community gratitude. There are no other discounts available on 19/20 passes which were final sales.
Thank you for contacting the Season Pass Contact Center.

I purchased the Ikon pass for 2019/2020 season at $649.00 and had two trips planned, one in late March and another in early April.
In March 2020, the ski resorts closed for the season and my flights were cancelled. Their response is to offer $100 credit for the following season. I never used the pass one time and have requested a full refund.
I understand insurance protection was available to purchase but this is based on my ability to take the trip. I was always able to go until everything closed or cancelled.
The cancellation and closures were not something I could control. Hence, I would like to have my money refunded.

The worst customer service I have ever seen, very unreliable employees!

My girlfriend and I reported her pass missing. We were reassured that the missing pass would be disabled immediately. In the meantime, someone unscrupulous found the pass and used it at an associate resort where we only have a limited amount skiing days. I spend three hours on the phone with Ikon Pass associates, providing evidence that on the day the pass was used fraudulently, my girlfriend and I were 150 miles away from the location. I was told to contact the resort directly and try to resolve the situation myself. I feel as if, I lost my ATM card, I reported it lost or stolen but whoever was processing that didn't do his or her job. Someone found my card and used it, and my bank officials told me afterwards to go and resolve the problem directly with the businesses where the fraud occurred.

Ikon Pass, does not deserve to have my business anymore (I will switch to Epic next season). In the meantime, I will dispute the charge with my credit card company and/or take them to a small claims court!