Alterra Mountain Company

Have been on hold for nearly an hour after being overcharged for a pass last night. Chat is "experiencing" extremely high volume, so won't connect, and they have no way to email them. So if they actually rectify the overcharge, I will have wasted more time than it is worth waiting on the phone. - Update, took 1 hour 15 min to get to someone who couldn't help at all. They had been called in from Mammoth to help but at least he had no energy and was rude!! - Second Update - Second person worthless, now at 2 hours and waiting for a "supervisor" Super fun Friday afternoon with Alterra. Guessing there may have been a few other mistakes if basic hold times are 1 hour and 15 mintues

I deferred using my IKON pass to this year, and when I went to the mountain they said I didn't activate it before December 12 and so I lost $439.00. I am out a lot of $$ because I purchased this pass trying to think and plan ahead. No one at IKON cared. Absolutely terrible. I am going to file a lawsuit. I was absolutely livid when I had to purchase a another lift ticket at Palisades. NO STARS FOR THEM, even though they make me use a star to make the post.

They saved so much money down here in Tremblant that ski isn't enjoyable anymore. The lifts are slow, old and dangerous and the runs are not groomed anymore for the most part. They will only groom 10% of the area every night. They stealing from the skiers to distribute among shareholders. Capitalism at its worst.

Shared with Diana that due to a family death I wanted to defer my pass. I understand that a policy is a policy, but there wasn’t even a “I’m sorry to hear that” in her generic, robotic email response. Repulsive!

When they took over Tremblant, we didn't know they would invest do little. No only that, they slow down all the lift as soon as the wait isn't at least ten minutes. Also, they slow down a non detachable chair to the extreme so they won't have to pay for an attendant. You money hungry took our mountain in hostage! We want you out of here!

I’ve purchased a handful of ikon passes and coerced family and friends to also do the same, after being an epic pass holder for 10+ years. This season I broke my leg skiing, after skiing only 6-7 chairlifts over 3 days, requiring surgery and ending my season unfortunately. I did not purchase pass protection, as my research has shown this is a bit of a scam and difficult process. I spoke with a couple customer service members about the possibility of prorating my use and pushing it to next years pass, seeing if I had any options. None of the staff members deviated from the ‘fine print’ policies and while I understand, it sure frustrates me that they can treat loyal customers like this without repercussions. This could have been an opportunity to turn a bummed out, broken leg, now broke customer into a lifelong supporter. But now I will never purchase another product from Ikon or Alterra again and rather than a positive experience being shared with 10 friends, the negative experience usually gets shared with 100. I will gladly alter this review if someone within the company wants to contact me and help with my situation. Cheers!

Absolutely terrible customer service. Avoid the IKON pass at all costs. I’ve had to defer my pass for a couple years now and planned to do the same for the 23/24 season. This season though they didn’t send out a single communication email with the pass deferral deadline. They also hid the pass deferral option under a section on their website labeled ‘confidence to buy’, whatever the means. In previous years I received multiple emails warning of the upcoming deadline to defer your pass. When I called customer service and explained the situation they refused to defer my pass even though I have NOT used it once this season. If I had used the pass or received even one email warning of the deadline I would agree with them but I did not. I have had an Epic pass for many seasons and while they have their own issues with overcrowding at resorts the customer service has been far superior.

If you purchase a pass and don't buy the insurance you could be paralyzed from the neck down or deployed by the Military they will not refund you. All you get are customer service supervisors who speak very condescending and read from a policy script. There are terrible circumstances that happen to people that they didnt ever think would happen. There is no one at Alterra or Ikon to speak to. No loyalty to return skiers. No loyalty to pass holders.

I ride mostly in Sugarbush resort. One of the perks that Ikon pass advertise is friends and family deal which they say you can get 25% off of the lift ticket. What they don't tell you is that it's 25% off of the full regular retail price which is $179. So the discounted price is $134.25. If you go to Sugarbush's online store and look for lift tickets, you will find that most of the prices on any given day is less than the discounted price of $134.25 which makes the friends and family deal useless. I feel that's misleading and deceptive advertising. Very disappointed!

My daughter tore her ACL skiing on January 3, and did't use her Ikon pass at all. They refused to give any discount for the season. It's robbery, and I'm incredibly disappointed in their customer service. Epic has been sympathetic and fair with their approach to the situation, as my daughter help both passes as a competitive skier.

Customer service a joke. They cannot respond to emails, phone calls go unanswered and subject guests to endless loops of promotional crap. No value since they have not figured out how to have basic pass information and base level benefits shared between resorts. As a premier pass holder at Aspen/Snowmass, I was told by Aspen ticketing that unlimited skiing was available at Winter Park. They suggested emailing Ikon to smooth the process , which I did. I received an auto-response that an individual would respond. It's never happened. Arriving at WP ticketing, after much confusion they steered me to a supervisor who eventually told me the activation could only happen from Ikon. I then sat hold for 15 minutes- no one ever answered. As the gondola line filled and my friends patiently waited, I caved and spent the $260 single day ticket. The ticketing agent corroborated his experience that email responses are non existent, and no one has ever answered his call. Still waiting for an email response and someone to answer the phone.

Ikon has no respect for their customers & are essentially rude & unhelpful when you reach out to them. For the last 2 seasons I have not been able to claim my paramount plus perks. I have reached out to Ikon both seasons & Ikon has informed me that they cannot help me & that I need to work with paramount plus. I have followed Ikon's advice bothers. Last year I spent about 20 hours dealing with paramount plus before they finally found a supervisor who resolved the problem so I could receive my benefit. This yr I have spent at least 10 hours & have spoken to several supervisors at Paramount Plus & I still cannot redeem my benefit. At this point, Paramount Plus has stopped assistig me. From what I understand I am not the only one having this issue. However, I now know better & will not be wasting my time next year. I'm extremely disappointed with Ikon's indifference and failure to correct this problem. I feel strongly that Ikon has not complied with their end of the contract even though I paid in good faith for my season's pass which includes benefits. Since I'm not receiving my benefit despite my efforts & following Ikon's directions, I feel strongly that Ikon should reimbursed me a part of my season pass' cost.

Terrible customer service. Took 2 weeks to respond to a email, then proceeded to have 5 different people respond to the email non being helpful at all to any questions I had. NEVER get a ikon pass terrible company run by even worse people.

Warning - be wary when purchasing Ikon passes at a ski expo. I purchased 3 Ikon passes at a Massachusetts ski expo. Uploaded ours photos and signed waivers. Never received passes. Called Ikon help line and was told when you buy Ikon passes at a ski expo the mailing address may NOT migrate over. Ikon will not reach out via email nor phone # (which they have) to let you know there is a problem with the mailing address -they just won't mail them. Reached out to Mountain Ambassador at Alterra Mountain Company and was told they would FedEx me the 3 passes BEFORE our ski vacation. FedEx said the ski passes will arrive AFTER we depart on vacation. Ikon & Alterra Mountain Company should fix this software bug and let customers know if there is a problem with the mailing address. Alterra Mountain Company should FedEX out tickets on the day they say and not 2 days later.

It is clear to me Alterra is absolutely focused on profitability. My son injured himself from another sport. We got the MRI result one day post deferral date and they wouldn't defer. It was a tragic event that he injured his knee and is out for the entire season before it even started, for them to not allow us to defer one year so close to the deadline seemed very cold to us. We have been a loyal customer but we are thinking about switching to EPIC who includes these protection benefits with their pass prices.

along with epic pass, destroying skiing and ski towns across the western US. No parking, crushing lines, bad customer service,

Even when you don't even use your pass for the season due to unforeseen medical issues, they are unwilling to work with you in a small refund or deferring the pass to the next season. What customer service!!

I've been an Ikon pass holder since inception and took the option to defer last year during COVID. I got one email from Ikon in April saying my deferral credit was available and could be used for a 21/22 pass. I didn't ski early season this year so when I went to apply my pass a couple weeks ago, it showed my credit as expired. When I called customer service, after waiting for over an hour, I was told that there was nothing that could be done and they are not allowing me to apply my deferred credit of $699. They are just keeping it. I was transferred to Barbara who repeatedly told me I should have read the Terms and Conditions closer. She would not help, listen or allow me to speak to anyone else to seek resolution. Even the terms and conditions do not list an actual date for when this credit is set to expire. They just picked a date and said we should have known based on their marketing efforts. Ikon is an extremely unethical organization who treats their customers like crap and does not care. A total embarrassment for a Denver-based company. They took advantage of so many people during COVID and are leaving us with nothing for our very expensive price tag.

horrible!! read BBB reviews. they are evil and out to money grab with no consideration for their "valued" customers. you can't get to the resorts they've over sold for years and if you are injured after the cut off - even though my pass hasn't been used once - no refund or credit or anything. if there was a smart lawyer out there they should bring a class action for overselling and not refunding or crediting unused passes (particularly when an unexpected injury happens). I wish there was an option for negative stars. I may give up skiing (I've been Skiing for 55 years and many years in SLC, UT).

i bought a Ikon pass in December but 2 weeks later found out I needed surgery, ending my season. I never used my pass, and called IKON to defer my pass to next season. The representative laughed at when I explained my situation, telling me I should suck it up, thats how it is. They took over 600.00 of my hard earned money with no recourse and zero benefit to me, their supposed "valued customer". The worst customer service I have ever witnessed. I buy a pass every season, but there is no customer loyalty for past or present customer's. Save your money, do not let these remorseless unscrupulous thieves burn you too! So awful...

Please, avoid Ikon ski pass. Why, why, why is there no consideration or discount benefit for adaptive skiers. So shameful !!

Pass is late ordered well before a month ago, called ikon they said they are not sending passes in the mail this year, go to lodge to get pass they tell me to wait for it in the mail.

These scum suckers ripped me off when Covid 19 broke out. I still had 3 months on my pass left. I got a lousy $10 for 3 months of skiing. I wish a curse down onto your company.

Absolute worst customer service. Once you give them your money, that's it. No refunds, no service whatsoever. I was injured and required surgery prior to the season but in tiny fine print they state if you don't file a claim within 20 days of injury they owe you nothing. Well, I was in a cast for over a month and the determination I could not ski for the season was made when the cast came off. Past the 20 day mark, by 8 days. In short, they don't care about you even if you purchase the insurance and fulfill every safeguard possible. They just want your money. Case and point, look at the most recent lawsuit against them. They cancelled the 2020 season due to Covid and gave no one refunds now they owe $20M. What a joke of a company. Epic is the way to go. They actually employ some good folks who will do what they can to help you to a reasonable extent.

Most companies have made lots of advertising claims that speak to the company's values and moral principles. When companies have advertisements that speak to military discounts and support of military personnel this may be just an advertisement trying to suck you in. Look at the fine print on this one.

Don't buy this pass. Slimy company, deceitful literature, non-responsive customer service. I will never ski an Ikon mountain again. Money better spent with Vail Resorts using their EPIC Pass. *Attached is a photo of how long I was on hold before giving up because it was a waste of my time

My husband got me a pass for Christmas. First week of January a family member became sick and I needed to care for her. She passed away in early February. As a result I haven't used the pass at all. I contacted Ikon asking to defer the pass to next season and explained why. I wasn't even asking for a refund and they were unwilling to consider my circumstances.

Be warned. Ikon has consciously and intentionally ripped off thousands of pass holders (us included) when they closed all their resorts due to the virus. Ikon has collected fees (selling us a season pass) for providing a service (a season of skiing and riding) and failed to deliver that service. Ikon has been asked over and over again "Please give us a partial refund" and has refused to even acknowledge the requests. Ikon is now the target of a class action suit brought by their ripped off customers. If you are considering a pass for next season take a look at the EPIC pass. They took care of their customers this last season when Alterra (Ikon) refused to. You are warned.

I have an Ikon Base Pass Plus. I tried to make a reservation to ski on Saturday March 6, a month in advance, flying in from the east coast. The Ikon web site says there is no availability to get a reservation that day, although I can get a reservation for the couple days after that when I plan to be there as well. However, when I go to the Jackson web site, they are still selling day passes (at $181 per day). Is this a scam? I paid my money upfront, there is clearly availability as they are selling expensive day tickets, but they won't honor my pass? I'd get it if they were already oversold, but they are clearly not (see photo). I love the Ikon mountains, but this really leaves a sour taste in my mouth, and it feels like they are using COVID as an excuse to rip me off.

The worst. Horrible business people and their IT dept. is the bottom of the barrel. I deferred my pass last year and my credit for 21/22 has been missing in my account. No one will email me back, it's impossible to get thru to anyone on the support line, the #1 button does not work on their phone support line to add your number to a queue for a call back and there is no live chat as advertised on their web site. I paid $498 for 20/21 and I'm positive that money is gone, for nothing. They stole from me. Holy hell, I live in Winter Park 30% of the year and I will never buy an Ikon pass again. It's Berthoud and x-country for me from now on or I'll hit another resort. Alterra is probably one of the worst companies to deal with in the modern age.

This Company and all under its umbrella (Owners to include CEO-Jared Smith - President & CEO - Alterra Mountain Company) should ask why he even says they support military when offering military discounts for the Icon Pass.. This is Not a true 100% support. This company only supports Active, reservist and Retired. Screw the Vets, the ones that get released from service against there will or their own doings. Some of us get medically release and never get to see retirement and its perks and some miss this by just a few days ( I was medically separated after serving 19yrs 9mth and 27days- that 2 months and 3 days). They use a third party company to verify (sheerID) and that is trash, a trash company for going along with this selective discount company. So, if your going to say you support military, wave your flag, and say you care then support us all (active, reserve, retired, vets.) all the way and make it equal across the board for us and our families. I have a ski resort that is 30 minutes away from my house to the first chair lift and I can't take advantage and get the same rates/discount as my fellow armed service members. So, I have to drive longer and use another mountain and there product because they offer something better for me and my family and many others. Heads up you have competition out there taking better care of us. But I'm sure you know that because I can't be the only one making this comment. I'm only giving one star because there's not an option for less then. One more thing check your reviews and see how many military you are affecting and not supporting in any way....... Go you and Go every other Selective Help Involving Them (SHIT) Companies

This app is the worse, it takes 5 mins to load- if it does. It freezes. It offers very limited info and switching pages takes 5 mins or it freezes. Idk why- the desktop version runs fine. This app is just plain ole crappy crapola- hire a better developing team from....anywhere, or cut the graphics and present relevant info. Knowing ikon- you paid a team who took your money and gave you a sh*t product

Couldn't use the pass due to the pandemic, was brushed off with boiler plate responses and they basically stole my money.

WHY ISN'T STEAMBOAT ISSUING REFUNDS FOR LODGING???? After specifically stating in their announcement that all these ski resorts are shutting down, due to the corona virus, and the mountain will provide refunds or credits, steamboat refuses to provide any refunds for lodging!! They must be the ONLY business selfish enough to do this!!! Airlines are refunding tickets, restaurants are offering free deliveries, service providers are offering free internet and even my gym is refunding me for the shut down! I know owners of ski resorts are rich so I know money isn't the issue! Clearly they are selfish! Don't plan on ever visiting here, and will make it a point to let everyone know!

Dispute credit/bank card charges! Anyone being scammed by ikon pass/alterra mtn resorts from them trying to take advantage and steal peoples money who were deferring pass due to covid-19 should dispute charges on card used to buy pass I was just refunded my total 749 from my bank since ski pass is technically tickets but services were not rendered

My wife and I bought Epic passes for our local mountain in PA and IKON passes for a month long trip to Utah this winter. She tore her ACL on the third run of her first day out in late December. Epic is giving her a refund. I called several times to IKON since we had to cancel our trip to Utah and they will NOT provide a refund even though we didn't use the passes yet nor will use them this season. They will not even defer them to next season. I am so displeased with their company and their unwillingness to accommodate their customers after an injury.

Hi, Dont expect a renewal from me unless you give some kind of refund like Epic is doing. You closed on the day we were finally getting (Mammoth) snow. California was not closed at that point and I had 4 days of skiing in front of me. As it was I only got 4 days on my pass in total. So your call make it right for those of us who didnt get to use their passes much or say good by to us as customers. You need to face reality. It's not the guys who ski 30-60-90 days a year who you make money on. Its guys like me who try to get 7-10 days a year in.

Always been a fan until I became sick and could not ski. My doctor submitted a letter stating I could not ski due to my terminal cancer prognosis and rapidly failing health. Their customer service response was exasperating and heartless. They refused to issue a refund and offered a deferral. Wish I could laugh with them.

Greed. And SARA C. SUPERVISOR - IKON PASS SUPPORT TEAM ALTERRA MOUNTAIN COMPANY P 888-365-IKON, option #5 ext 30002 If anyone files class action lawsuit, please contact me. I have PHOTOS showing how Big Bear Mountain Resort did not follow safety protocols promised on IKON and BBMR's website. They can't hold their members to the pass price if they advertised something, falsely and gave another.

Deceptive marketing, buyer beware!!!! The advertising implies that you get 4 days at EACH resort, when you only get 4 days TOTAL. Do not fall for the deceptive marketing!!!

I would give this zero stars if I could. DO NOT PURCHASE AN IKON PASS, THIS COMPANY DOES NOT HONOR CREDITS. I deferred my 20/21 pass due to COVID, and when looking to activate it for this season discovered passes were sold out and no longer able to be purchased. When calling customer service (which took 3 goes to get through because I kept getting disconnected) I was told that I needed to have purchased the new ticket with my credit by a date for which I have no record. They then told me the date is only advised a week before the date is set. Still, I have no record of this date via any emails. I was then advised the ticket is non-refundable and non-transferable to next season, therefore I have technically defaulted on the $570 paid. However, they could miraculously sell me a pass - which keep in mind I'd already paid for- at a discounted price. Anyone smell a scam?

Deferral program? More like steal money from customers during a pandemic and then hold them to terms and agreements by saying everything is set in stone? Really, during a pandemic and on transactions that cost $400+. Shameful way to do business. Utter lack of sympathy for customers.

Amateur at best... website is buggy, reservation system is a disaster, and customer service is the worst i've ever seen from ANY company.

After several e-mails and phone calls. Alterra refused to give any type of compensation for un used passes because of covid. Epic and most travel companies gave future credit or passes. I was not asking for a refund...such some passes for the following season. Instead they said they would offer me a special discount for next season....so in other words it is like trying to return something and they say no, however, you can pay for another one at a discount. What an insult!! Buy any other pass than Ikon or buy direct at the mountain.

This pass is a rip off they cancelled 2 months of last season and offer no pro-rated discount and to add insult to injury they want an additional fee for pass insurance and are selling my information to their social media partners. Owned by a group of rich corporate monsters laugh at anybody who is stupid enough to buy their pass. I did for 2 years and finally I realize your much much much better off with Vail or buying your own tickets. DO NOT BUY

Hurting a large group of pass holders by offering menial discounts for new season passes after Covid 19 closures. Do the math 10-12 days of skiing planned on two trips out west. 5 take place, the rest are cancelled. That's five days on the mountain for $1000, but here's a great $200 discount if you do it all over again. Really?!?! They only respond to positive comments on all Social media, can't get a human on the phone unless it's for taking a new order. Disappointed and feel like they took advantage of my family and our vacation budgets. Also the insurance on the pass is absolutely useless for Covid 19. It's even useless if the virus resurfaces next year, Alterra and Ikon are all about $$$$ and have no interest inc auto met satisfaction. The Insurance is a joke.

Terrible that the ikon pass doesn't recognize veterans. Military discount only good for active or retired military. Veterans who fought for their country are not included. Nurse and college student discount. Shame on ikon. We'll have to stay with epic pass. Epic and vail resorts appreciate veterans.

I bought the Ikon pass for $700, I emailed info@ikonpass.com to ask about Squaw and Alpine allowing snowskates and the response was to call them directly. I then asked for the phone number of the person I should be trying to contact and they responded with the generic 800#. I also asked for a list of other resorts that might allow snowskates and they basically told me to do my own research. I'm not going to buy another Ikon pass. Im not allowed to ride my snowskate at their mountains, and customer service is terrible. Epic mountains are closer with better customer service and they all allow snowskates.

I skied one day at Winter Park this year then they switched to a reservation system without notice preventing me from deferring my pass. Called and politely asked for some type of refund and was given no option.

Beware when buying a pass from ikon, this company and its customer service are not great. I had bought the ikon base pass for the first time this season and did not buy insurance, I am a confident skier and was already spending tons $$$ on the pass. During my first trip and first day of use, I fell and was severely injured on the hill. The doctor told me I am out for the rest of the season and wrote a note for me to give to ikon. I called ikon shortly after, waited forever to talk to someone & they would not refund or even defer my pass to the next season since 1 it was past the deferral date & 2 I had already used the pass. I am now out tons of money from buying the pass and paying doctor bills. I understand the risk when skiing but ikon could have at least differed my pass or given a partial refund. The pass is way too expensive to not offer something like that, especially with doctors confirmation of injury.

Ikon Pass has some of the worst customer support in the business. After multiple crashes on the Ikon Pass website (using different browsers on different computer), I tried calling, at multiple times of the day during their business hours. No one ever answers their phone. The longest I spent on hold was 2 hours and 13 minutes (at which point I gave up). I emailed, but no one ever answers the Ikon Pass email. Good look buying an Ikon pass!

I'm changing my review to 2 stars with the caveat that it was easy to get my Ikon Pass at Jackson. But, that was because of Jackson. Double, triple, QUAD Check your emails from Ikon. They need to update their website.

Worst customer service I've ever experienced. Unacceptable response times for help requested. Terrible business ethics dealing with the lost season during the COVID pandemic. You can see multiple people raising the same concerns on Yelp. I lost $399 on the 4-day pass that was NEVER used during the 2020/2021 season. They deserve to lose their class action lawsuit that has been filed against them. DO NOT BUY YOUR PASS OR SUPPORT THEM.

Alterra Mountain Company/IKON Pass don't deserve one star. We purchased two passes for the 20/21 ski season and deferred them to the 21/22 season due to Covid.  Our account shows an active credit of our funds yet IKON Pass/Alterra Mountain Company refuses to honor that credit for use during this current ski season or a future ski season stating we needed to purchase additional passes by December 9, 2021.  Why would we purchase more passes when our account credit should have been applied? They repeatedly state our credit has expired (how does a credit expire? where does the money go?). There is no credit expiration date stated anywhere; only that the purchase of new passes is required.  Their customer service and support team told us that our funds (which we have not used) have expired and are no longer available, yet our account shows an active credit status of $2,098.00 for two passes. Their only response is that they are willing to sell us an Ikon Pass for the 21/22 season at 50% off, thereby potentially getting an additional $1,000.00 from us.  Ironic that they can sell us passes yet are not able to apply our credit to those same passes.  Unethical and egregious business practices.

My family and I have spent countless thousands of dollars on Ikon and their resorts over the last several years. This year we all bought passes with the intent of almost exclusively using them from March until May, so we hardly used them at all. Airlines, hotels, gyms, and every other major hospitality sector have made the choice to do the right thing in these tough times and NOT pass the economic burden down to their loyal customers, many of whom are struggling financially even more than Ikon is. Until Ikon also does the right thing and provides a substantial and meaningful discount for this past year because of COVID (not an insulting $50 off next year's Ikon Pass), Ikon and its partner resorts will not get one more penny from me or my family. I will instead use my money to support companies that genuinely appreciate their customers.

Horrible service and policies. Purchased a pass and didn't go on their system to redeem by a certain date and now I can't get my pass. Can't figure out how I can't access a pass I paid for?

Deceptive marketing practices. We were bombarded with marketing emails pushing the 4-day pass that was marketed as 4 days at multiple resorts, not 4-days TOTAL. The pass costs much more than simply buying 4 days of skiing locally. We feel we were mislead and lied to. When calling in to get some help I was shocked by the horrible customer service. One representative simply hung up on me. Ikon has also ruined ski resorts. Crystal is now over crowded and poorly managed.