Buller’s Season Pass (‘Membership’) refund policy is amazing. This is a World beater, and gets our gong for Customer Service of The COVID-19 Year.
Months ago they took the big decision to honour their Season Memberships COVID or no COVID – which as we said then was a great effort.
Between the delayed start to snowmaking while waiting for the State Government green light to allow them to operate, the por natural snowfalls, and the subsequent re-imposed lockdowns, first partial then statewide, the mountain managed to open lifts for 44 days. That’s 44 days so far – there is a slim chance if restrictions are eased again they may fire up the lifts for a couple of weeks of spring skiing and riding.
So many Season Pass holders were able to use their pass for some days at least.
Which might have led to a deductions policy for use, or any number of convoluted computations.
But not at Buller.
“Given the circumstances, the RMB has decided to offer 100% refunds to everyone with a 2020 resort entry season pass or village access permit. BSL is offering everyone who bought a 2020 season lift ticket either a 100% refund or a credit for the 2021 snow season, and inviting its Season Members to decide whether they would like to make a contribution for the skiing and boarding they enjoyed in 2020.”
Yes, it’s up to individual Season Members to decide how much they want to chip in, if anything, or get refunded.
That is a huge effort from Buller, and an example to others.
Buller Ski Lifts General Manager Laurie Blampied explained it this way, “Coronavirus (COVID-19) has taken so many choices away from all of us this year. As BSL wrestled with how to fairly assess credit or refund options we realised calculating days available or days used was not appropriate, so we took the decision to give our Members the choice to elect what contribution they wish to make”
“The approach we’ve taken is unusual but has a lot to do with the trusted relationship we hold with our Members; these are passionate individuals and families who share our commitment to this mountain”.
“We’ve been heartened to hear from some who see their Membership as a long term partnership that spans good seasons and bad, requesting to maintain their contribution and already looking ahead to 2021.”
These comments were echoed by RMB CEO Mark Bennetts, “Relationships are very important to us at Mt Buller & Mt Stirling, and we hope that everyone who shows their commitment by buying any of our season product wants to come back year after year. So in these tough times, we also decided to take a long term view by providing refunds to all season pass holders, and we look forward to seeing them all return to the resorts in 2021”.
Already some members have opted to simply leave the full amount on the tab as a sign of appreciation for Buller’s efforts. For anyone who can afford to, we encourage you to do the same. For others, many of whom will have seen severe reductions in their income thanks to the “Coronarecession” we have to have, Buller will take it on the chin if you decide you really can’t afford to pay anything even if you got some days in.
Nice to see some leadership not just for the snow industry but generally. More examples like this across the economy and society will see us turn things around much quicker, and with less hardship.
11/10 to Buller and the RMB.
- For more information on options related to 2020 BSL Season Memberships click here