EAGLE — Vail Resorts CEO Rob Katz apologized in an email to passholders Friday for what he called “unacceptable” wait times for customers seeking help.
“Weighing heavily on my mind is the frustration I have heard from too many passholders and guests regarding their customer service experience with our call centers,” Katz wrote. “If you are included amongst those who have been unable to reach a customer service agent for help, or encountered long call center or chat wait times, I want you to know we have heard you loud and clear. And we agree. It is unacceptable, and I personally apologize to you for your experience.”