“I’m planning a ski trip, and I’ve been reading a lot in the news about long lines. Is there a way to avoid lines at your ski area?”

We had to ask. Consumer-facing coverage of the snowsports industry this winter has largely centered on overcrowding, long waits, and unhappy guests. It’s not a stretch to imagine that some of the guests reading those stories (or following the social media venting) might be looking to ski areas for insights on how to beat the crowds.

As with every Spy mission, the question isn’t so much about what your ski area is—or isn’t—doing to manage the masses (for more on that, check out “By Popular Demand” on p. 20), it’s about how your customer service reps respond to sometimes eyeroll-inducing phone inquiries. Did the person on the other line scoff (“Of course there will be lines.”), or were they ready to help this Spy envision a beautiful lineless vacation? Read on to find out.

It’s sooo easy to send us a question for the Spy to ask. Just email it to dave@saminfo.com. If we use your question, a lifetime of fame and fortune awaits—plus, the comfort of being immune from a Spy call for that issue. What’s stopping you?

MOUNTAIN 1, PA

Answering phone: Automated machine. Stayed on the line for operator.

First contact: Female.

SAM: Stated question.

Staff: There really isn’t anything you can do. We do have multiple ticket windows, so that the line does—it moves pretty quickly because we have several ticket windows open all at once. They pull everybody on. You can purchase your tickets online if you would like, but you would still have to go to the ticket windows to have them check you in. It really depends on what you want to do. You may save time purchasing it online, and a few bucks also, and that way you don’t have to stand and wait for them to process it. If you purchase online, you get a barcode, and that would be a quick thing.

SAM: OK. That’s good to know. And with the lift lines is there anything I can do?

Staff: No. Unfortunately, no. We do have multiple lifts, so it depends on which one you are looking to get on or which slope you are trying to come down from. But there is nothing that allows you to bypass or skip the line.

SAM: Is it really busy?

Staff: It’s not. Towards the end of the week, it tends to be busier because people are out of school or off of work. Earlier in the week, it tends to be less people. Our hours are different. (Describes weekend, midweek and holiday hours.)

SAM: OK. And would we be better off coming in the morning or evening?

Staff: It’s hard to tell because people come at all times. It’s not like one time is busier than the other, but mornings are usually when people would prefer to come.

SAM: OK.

Staff: Sorry—I can’t really tell you exactly what the numbers are like. Certain days tend to be slower than others because of work and school.

SAM: OK. Thanks for the advice.

Score: 6

Comment: She approached this with a very empathetic attitude. I had to ask a lot of follow up questions to get information about busy periods on the mountain, and I know ski areas have more than just ticket lines. Maybe rentals and F&B move swiftly here? 

 

MOUNTAIN 2, WA

Answering phone: Automated machine. Chose guest services.

First contact: Male.

SAM: Stated question.

Staff: What day are you thinking about coming up?

SAM: I haven’t picked a date yet. We are thinking in March for a few days.

Staff: Yeah, if you are trying to avoid the lines, weekends we get pretty busy and the lines get pretty long. During the week we don’t have very many lines, like right now, there is no line at our window.

SAM: OK.

Staff: So, if you want to avoid lines, coming during the week is your best bet.

SAM: Cool. (pause) So just aim for midweek?

Staff: (background chatter) What’s that?

SAM: So just aim for midweek?

Staff: Yeah, that’s what I would do to avoid the lines.

SAM: Alright. Anything else I should know? Can I prebook stuff? Does that help?

Staff: Yeah, you need to prepurchase tickets online.

SAM: OK.

Staff: Do you know where that is on the website, [url]?

SAM: Uh, I can look.

Staff: (laughs) So just go to [url] and (gives instructions for navigating site). That’s where you purchase lift tickets, and then you just come up to the window and we’ll print lift tickets for you.

SAM: Cool.

Staff: Is there anything else I can help with?

SAM: No. That was really my question.

Staff: OK. Well, we are looking forward to seeing you up here. Have a great day. Thank you!

Score: 5

Comment: Not too bad—after some prompting. I shouldn’t have had to pry, though. Being forthcoming with useful information makes all the difference, and he wasn’t.

 

MOUNTAIN 3, ID

Answering phone: Automated machine. Chose operator.

First contact: Female (cheerful!).

SAM: Stated question.

Staff: OK, and what kind of lines? Like ticket lines and stuff like that?

SAM: I don’t know. I’ve been reading a lot about lift lines and things being crazy busy.

Staff: OK. Well, I’ll tell you, we have a weekend coming up, and it will be kind of busy. But our mountain is so large—(describes acreage, number of lifts)—and we are able to move about X people an hour. So, sometimes the lifts right down here at the lodge, when you are accessing the mountain, you might—well, they move fast—but you might be hung up sometimes there. But otherwise, there are [# of] lifts on this hill, and most of them are, we’ve got [# of] fast-moving chairs. (Describes several areas of the mountain and the chairs that access them.)

SAM: Oh, OK.

Staff: It’s a beautiful mountain. You’ll not be disappointed. I’ve skied it quite a bit. Yes, once in a while there’s a little bit of a wait, but it’s not much of a wait, so.

SAM: Not crazy?

Staff: No, it’ll move you pretty quick. Are you coming up during the week or the weekend?

SAM: We are hoping to take a few days but haven’t picked the dates yet. So—

Staff: (interrupts) Oh, OK.

SAM: —I’m just gathering some information.

Staff: Oh, OK. Yeah, midweek is, like today is kind of slow. (Describes weather and forecast.)

SAM: Oh, nice. And you mentioned lift tickets and stuff. Are there lots of other lines I have to wait in to get on the hill?

Staff: What was the question?

SAM: You mentioned lift tickets, that there might be some lines for that kind of stuff?

Staff: Well sometimes there are. [Resort] offers on its website … there are several …  if you are planning on spending time up here (describes various ways to get tickets and discounts available depending on where I am staying). There are many, many things you can do.

SAM: Oh, nice. Good to know.

Staff: OK. Any other questions?

SAM: I think that’s it for me for now.

Staff: OK, well, just call back. And also, the website it really good. So go into that and you can search anything you want to know about the mountain.

SAM: OK.

Staff: Well, I hope you have a visit with us.

Score: 7

Comment: She delivered a wealth of information with tremendous enthusiasm. But it bordered on too much information. No way I would have remembered it all. Still, she got me excited about a line-free ski trip, so, kudos.

 

MOUNTAIN 4, NH

Answering phone: Automated machine. Chose mountain information.

First contact: Female.

SAM: Stated question.

Staff: I mean lines are going to be inevitable when you are at the ski mountain depending on when you are coming, ma’am. What are the dates you are looking to come?

SAM: Sometime in March. We haven’t picked yet.

Staff: OK. As far as ski lines go, it is going to be weather dependent. If we have a really big snowstorm and then the weather gets warm, a Saturday is going to be very busy up here. Midweek is a lot less crowded than weekends for sure. As far as lines at the ticket window, those can be alleviated by coming to [building] ahead of time or even the day of, and that way you can go straight to the lift from your car.

SAM: That’s good to know.

Staff: (Describes building’s location.)

SAM: OK. So, I can pick my tickets up in advance?

Staff: Yup.

SAM: OK. And it sounds like on the mountain it is all kind of dependent, but is there anything I can do about lift lines?

Staff: I mean, no. It just depends on how many skiers we have.

SAM: OK.

Staff: I mean, there’s [# of] chairlifts, so as long as you are not wanting to go… It really depends on the day, the weather, the snow conditions. There are a lot of different variables, but our lines move pretty quickly. There are [# of] chairlifts that go to different parts of the mountain, so it really depends on what type of terrain you are looking to ski. We are definitely not a ski down, ski back up kind of mountain—there’s going to be lines.

SAM: OK.

Staff: Alright.

SAM: Thank you.

Staff: OK. Bye.

Score: 3

Comment: I appreciate her no nonsense attitude. But I also felt scolded. Clearly, there are strategies for minimizing wait time (show up early, get tickets in advance, use lesser trafficked lifts). She didn’t have to make me feel stupid for even asking.

 

MOUNTAIN 5, CO

Answering phone: Automated machine. Stayed on the line for operator.

First contact: Female.

SAM: Stated question.

Staff: It’s not really a problem at [ski area name]. Sometimes we get lines at our rental shop if you are renting through us. But lift lines, we just don’t have long wait times.

SAM: Well, that’s great news.

Staff: I think what you are reading is about Vail Resorts.

SAM: I don’t know. I just keep seeing stories and I’m trying to avoid the lines.

Staff: Yeah, most of the stories are referring to Vail Resorts. Vail Resorts owns quite a few ski areas in Colorado. (Lists those ski areas.) And they sold over two million Epic passes, and now they have long lines at all their resorts all over the country. But we are small and independently owned. We run out of parking before we get long lift lines, which is pretty rare. A long lift line here would be 15 minutes. That’s the longest lift line I’ve ever seen.

SAM: Oh, OK. And with the parking, do I need to worry about that at all?

Staff: You know, it only really happens a couple of times a year. If it happens, it’ll happen this coming Presidents’ weekend. My only suggestion is to get here early.

SAM: OK.

Staff: If you can do midweek, awesome.

SAM: Got it.

Staff: Well, is there anything else I can help you with.

SAM: I think I’m good. Thanks.

Staff: You’re welcome. See you out there.

Score: 2

Comment: Throwing another operator under the bus will never win any love from the Spy. I called to get information about how to avoid lines at your ski area, not to hear your opinion about issues other ski areas are having.

 

MOUNTAIN 6, MI

First contact: Female.

SAM: Stated question.

Staff: Yes and no. I mean, you will have to wait in some lines. However, I recommend you place an online order for your lift tickets and rentals ahead of time—it speeds up the process. You just show them your confirmation, and then they give you your ticket rather than doing the entire transaction.

SAM: OK.

Staff: You still will have lines. If you are renting equipment from us, it’s the same thing (describes using reservations for presets). If you book your rentals at the window, they would have to set your skis while you wait.

SAM: OK. So, getting those things pre-booked helps?

Staff: Yes, absolutely. You’ll still have a little bit of a wait in line, but not an outrageous amount. The team in the rental department and ticket office are really great about moving quickly.

SAM: That’s good. So, when I’m on the mountain in lift lines and stuff, is there anything I can do there?

Staff: Not in the lift lines. It just depends on which lifts you go to. I mean, lifts ops are great at moving people along. I haven’t heard this season about our lines being outrageous.

SAM: OK.

Staff: Yeah. I mean, we are a big resort but not super, super big. We like to get people skiing and having fun, and not waiting in lines.

SAM: That’s definitely what we are hoping for.

Staff: Yeah, yeah. Probably the longest line you would wait in is the cafeteria food line.

SAM: Oh, really?

Staff: Yup.

SAM: Is there a good time to stop for lunch.

Staff: Our lunch rush hours depend. Let’s say we are talking Saturday and an open-to-close lift ticket, lunch rush can happen anywhere from 11:30 to 1:30. You’ll have a steady line. Try to go a half-hour earlier than a normal lunch time. However, they did add options this season. (Describes locations and hours of sit-down bar/restaurant and to-go offerings.) They move very quickly down there.

SAM: That’s good to know.

Staff: Yeah, you’re wait time is three minutes down there.

SAM: Oh, great.

Staff: Absolutely. Is there anything else I can help you with?

SAM: No, that was my question.

Staff: Well, if you have any more questions along the way, give us a call and we will answer them for you. OK?

SAM: Alright. Thank you.

Score: 9

Comment: This was really nicely handled. She was realistic about the inevitability of some lines but offered solutions to minimize my wait in almost every case. Throw in a suggestion about which lift(s) to hit/skip and this would have been a 10.

Identity revealed: Caberfae Peaks