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I purchased an Epic Local Pass in April and paid the $50 down payment. In August, my parents unexpectedly received notice that they are moving to Japan, and I will be going with them for the winter to help with the move.

I contacted Epic months before ski season and asked them not to process the remaining approximately $700 balance in September because I will not be able to use the pass.

They refused.

I contacted them before the season began, before the remaining payment was processed, and months in advance. I wasn't asking for a refund after using the pass. I was asking to cancel before the season.

The response was essentially that the policy doesn't allow it.

I understand that companies have terms and conditions. What I don't understand is refusing any flexibility when the customer provides months of advance notice and hasn't even used the product.

This experience has convinced me that I will not purchase another Epic Pass.

**If your plans could potentially change, read the cancellation terms very carefully before paying the deposit.**

Update to prior poor review. Vail Resorts, twice messed up the order, the person we gifted the pass, NEVER RECEIVED IT. VAIL RESORTS ABSOLUTLY DOESN'T CARE. WON'T REFUND WON'T SEND ONE FOR NEXT SEASON. The asked me to deal with a 3rd party vendor they use for refunds. You need a "Qualifying Event" for a refund. Well never getting the pass isn't an option. TOTAL SCAMMERS.

Vail has terrible customer service. I was charged $153 for a lift ticket I didn't use and was told was refundable but it was not refundable. Don't trust Vail!

Keystone is making it very hard to get IT help regarding my attempts to solve why I can't log on to my MY Epic. When I try to call anyone in IT the call is always dropped. When I finally do get a customer service representative they don't transfer me to IT , but attempt to solve the problem themselves. I finish thinking that all my problem have been solved only to find out that it still doesn't work. When I try myself to reset the password the site doesn't allow me to do that. I realize that with the bad snow year we having they probably laid off many employees, but despite that I should be able to find a resolution. It's very frustrating when I have to to retrieve my plastic pass while others are waiting behind me. I hope that this problem can be eliminated ,but without help from Keystone. So while writing this I was hung up again trying to get a person who can actually fix this. There are many great employees who work for keystone . But this problem they don't seem to want to fix. Rick Clauder

Beware when pre-purchasing an Epic Pass. If you have an unusual circumstances that prevent you from using your pass they will neither refund nor defer your pass and the insurance they hawk will not cover any but very narrow exceptions.
I am unable to use my 2025-2026 Epic Local Pass and, beginning in October, asked for a refund or at least a deferral until next year since that would cost them nothing. After several attempts, their response, while polite in a corporate way, was essentially "tough." One representative even attempted "we have to be fair to everyone," failing to see the logic of "if it's not fair to me, how can it be fair to everyone?" I guess she never studied Venn diagrams. Epic has permanently lost one customer and Ikon gained another.
Beware.

I’ve honestly never had such a ridiculous experience in my life. I paid in full for ski passes for me and my son for Whistler – over £1000 – and even paid extra to have them delivered to the UK. It’s now been EIGHT WEEKS and still no passes!

I keep getting these pointless automated emails saying they’ve been “despatched” but nothing ever arrives. I’ve contacted customer service multiple times, and every time I get the same robotic nonsense – it’s like talking to AI. They just keep saying I can “collect my passes at any Vail resort” and “pay for the privilege” (which I’ve ALREADY done!). I’ve explained several times that I live thousands of miles away in the UK and paid for delivery for a reason, yet they just don’t seem to listen or care.

Even worse, I received an email saying “thanks for activating your passes” — how exactly have I activated passes I never received?! Spoke to a manager (apparently), but they were no more help than the chatbot-level staff.

Honestly, this company has the worst customer service I’ve ever encountered. Total lack of accountability, zero urgency, and no common sense. I’m now seriously worried I won’t even have the passes for our trip after paying in full months ago. Avoid at all costs — shocking.

Dear Vail Resorts,
I am writing to vent my frustration with your organization. For over 15 years, I have been a loyal pass holder. Our family of four are Epic pass holders, and we have also spent a silly amount of money at your restaurants/bars, on ski schools, and rock resorts. We have invited many guests to your resorts, using your buddy pass. And we were probably one of the few loyal (stupid) customers still defending your brand from the media onslaught. That was until we realized just how greedy your organization has become.
My 78-year-old father, who until recently was a military pass holder, came to visit us, so we encouraged him to join us in Breckinridge to us our buddy passes. But apparently the slimy investment bankers that run your firm, somehow changed the rules so we no longer get buddy passes.  We have been repeat buyers of your passes for over 10 years, and you somehow removed our buddy passes with some BS small print. So he ended up paying $550 for two days of skiing, which for someone his age was less than 5 runs a day. While I get what you did wasn't technical stealing, but it felt like you stole from me and him. Your short-term greed ruined what should have been two days of skiing with my father, who has been skiing for six decades. 
I know that Vail Resorts likes to run heavy data analytics. Your data might show by pulling this greedy move you made more money, but what it isn't going to show you is all the money you will lose, when I go out of my way to no longer spend at Vail Resort. No longer invite my friends to join us at your resorts. And no longer defend your now worthless brand, when everyone (I mean everyone) trashes you. We will join in the chorus of people that now hate Vail. I will not likely switch to IKON or the Indie pass in the short, but I will do my best to make that change. But you will definitely see less money from my family and friends. 
And regarding customer loyalty, in the 15 years I have spent lavishly at your firm. Have you done one signal thing to make me feel like an appreciated customer? No. Nothing. Maybe spend less money on data analytics to prop up short-term profits (which isn't working, nice stock chart), and start rebuilding the trust with loyal customers. 
I realize that Vail will not change its ways, but writing makes me feel better and reminds me that I should spend a lot less with your organization and speak out about your behavior.

You ex-loyal customer

Do not trust this organisation. I travelled from the UK for skiing in Park City over the new year. There was no inkling of the strike in advance and inadequate plans to cope once it started. Customers were treated with contempt at the time and it has been a complete debacle since then. This company does not appear to care at all for its clients and in my view some of its actions since returning have been duplicitous.

If I could give a ZERO I would have. Had reservations at Seven Springs 12/26/24-12/30/24 for my family’s annual ski trip. Purchased 5 Epic passes for 3 days. Had a tragic situation where my 19 lb labor doodle was attacked near midnight 12/25…she was rushed to the ER bleeding profusely. In the ER she had 2 seizures and diagnosed with brain cancer. We were able to take her home but on tons of medications and we thought she may pass. Fortunately she did not and is on steroids, but did have a stroke and does have a brain tumor. Epic and Vail Resorts were completely ridiculous. Because she is not a “member of the family,” as in a human we are not entitled to a refund. For a company to be so focused on profits over integrity and business ethics is beyond me. I will find other non-epic/vail resort places to ski and they have lost a family of 5 skiers. Pathetic

Do not believe that you can get an easy refund for an EPIC or EDGE card pass under any circumstances.
I tore my Achilles tendon in October, had surgery in November. My 2024/2025 ski season at Whistler is gone.
Do you think Vail cares? I applied for a refund only to be asked to submit two separate Orthopedic surgeon letters and my MRI results (patient privacy anyone?). Then after a month of waiting, Vail sent me a check. It was in Canadian dollars, and no bank here in the US wants to cash it. I considered travelling to Canada to cash the check, but this would be hours of travel for an amount that barely would cover my travel costs.
Why issue a paper check, when they could have simply sent me a credit to the US card I originally used to make the purchase? Why a Canada bank? Why do they torture their good customers (I was a 4 year EPIC member. Note the word WAS).
Buyer beware. No customer service, Vail is a shark feeding on all skier's money. Ski local, don't cave to the 800lb gorilla who doesn't give a damn about you.

Be vigilant to UNCLICK the Auto renew button when purchasing your ski pass. I have been charged out of the blue for 2 passes that auto renewed with no warning. We have now relocated but Vail are absolutely adamant that no refund will be given unless there is a stay at home order or if a member of your household passes away (and for that you need to provide a death certificate!) The fact that there is a dedicated area on the website and a hotline number suggests that I am not the only one to have fallen prey to their blatant con. Vail Resorts have taken $1866 for providing absolutely nothing which I am sure is repeated many times.

I ordered 2 epic passes this year for the first time. I realized i put a typo in the address for my husband's and got an email stating they need correct address so they can send pass. I had to call 4 times to get the correct address put into their system. They outsource their customer service to India and the language barrier is too difficult for them to get the right address. VERY frustrating!

Was promised hotel was ski to the door, had hot tub, had breakfast and restaurant available.

Hotel was not ski to door (I could live with that) and in midst of renovations everything closed.
I called immediately and they rebooked us in a different hotel and TOOK FULL amount, for BOTH hotels for the entire time.

My wife bought an Epic Pass for my teenage son from Vail Resorts (vailresorts.com) in Oct. 2021 for a 4-day pass to area resorts (we planned to go to Ski Liberty and Whitetail Resort in Maryland/Pennsylvania), which was good for the 2021-22 ski season. I came down with the Covid virus in Feb 2021 so we could not use the pass for a few weeks. We reached out to Vail who referred us to Sedgwick as the company that handles its refunds in February 2022 and several times thereafter requesting to roll over the pass to the next year, which was denied (Epic Refund Request # M22A072088). Vail was not reachable by phone to discuss this and did not respond to emails. We attempted to go again in February but my wife's mother passed away and we had to travel out of state for her funeral and related estate matters.

We made another request after the family death and it was denied saying it could not be rolled over to the next year or refunded since the relative who died didn't live with us. We appealed it through Sedgwick (Epic Coverage through Sedgwick), who denied it again and in turn referred us right to back to Vail. No one wanted to assist us or help. We never received a response regarding rollover or refund.