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January 2024 by Dan Malone
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!
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January 2024 by karen washburn
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.
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September 2023 by Emily Kurtz
Absolutely horrible customer service for the Ikon pass for the 3rd season in a row.
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April 2023 by Todd D.
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.
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February 2023 by Korey R.
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.
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February 2023 by Nicholas Harrie
Some ski resorts require reservations (awesome idea!), including Taos Ski Valley.My wife & I paid for the upgraded "no blackout" version of IKON, and although there are spots available at Taos for the dates we would like to ski via the Taos Ski Valley (and there's no indication that they are "running low"), we are being told from Alterra/IKON that the number of IKON passes at this resort are capped, so if we want to go, we have to pay the regular lift tickets through Taos Ski Valley.What is the point of paying for an "upgraded" version of the IKON with "no blackouts" if you can't utilize it? Shame on you for promoting "no blackouts" and misleading customers this way when resorts are able to cap off "i.e. BLACKOUT" the number of IKON visitors.
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November 2022 by Art D.
I do not want anything from Alterra & Ikon Ski Pass, since it is highly unlikely that we will spend another penny with them.Unfortunately, we purchased Full Season Tickets and Insurance for multiple Family Members several years in a row from Ikon, which cost many thousands of dollars.Most years...we only used the passes for one 5 day Ski Trip, and we were OK with that.During The 2019 / 2020 Ski Season, we made two 4 day Ski Trips to Aspen, and purchased at least 5 Season Passes for our Family & multiple day passes for extended Family & Friends.My Sister-in-law....who had a Season Pass with Insurance, found out she was pregnant, so she did not ski during the trips, and mere weeks after the 2nd trip, The Resorts closed due to Covid-19.Ikon assured us it was not a problem....when I was finally able to speak with someone in September of 2020, prior to that, they were not answering the phone....and they would just give a credit on her account for a future season, once The Resorts fully opened.This seemed like a very reasonable solution to the situation, and the full credit showed up on her account within minutes.We were never told we had to do anything to keep the credit...only that it could be used for a Future Season Pass.Since The 2020 / 2021 Season appeared to be non-existent...with Travel and Resort Closures, etc....we did not attempt to use the credit until 2022, and I was told that since we did not "defer" before December 8th of 2020....the credit was gone....even though they were marketing the fact that all passes came with Adventure Assurance, and if you did not use a pass for the season for any reason, you would receive a credit for a future season. To make matters worse....we purchased Season Passes in late 2021 for my wife & I, and since the Ikon Rep told me we had Adventure Assurance, we did not need the insurance we always purchased in the past.We blissfully planned a trip to Aspen for February, 2022...and The Friday Night prior to our Monday Flight to Aspen, my wife underwent an Emergency Appendectomy, so we had to cancel our trip.Thankfully, we did purchase trip interruption insurance for The Lodging, and that company was pleasant to work with, and they expeditiously reimbursed our costs for housing.However, when I spoke with IKon Support...this is when I discovered my Sister-in-law's Credit was gone, as well (Really nice way to treat a Mother with an infant child, that had insurance on the original pass, and has been a loyal Client for years!)....they told me we would have also had to have deferred our passes prior to December 8th of 2021, which was shortly after we purchased them.We live in San Diego, so we have never gone skiing at a Ikon Property before Xmas or New Years, so basically we would have had to buy the passes and immediately defer them, which does not make a lot of sense!I spoke with a few people...including a couple of Managers at Ikon, and they were mostly condescending and rude or rudely condescending, and basically told me that it was my fault for not reading the fine print of the contract! From my perspective and apparently from many others that share the same sentiment, since they have posted about their experiences on this site and other sites...The Fine Print, that Ikon Management has been using to deceive a lot of hard-working people and their Families.Ultimately, they can delude themselves into thinking their behavior & actions are honorable & correct...however, even small children know right from wrong, so unless they are psychopaths, they will certainly have regrets about the way they treated People & Families during a very difficult time in American & World History!Additionally, The Employees & Management that perpetrate these actions, may feel like there is an endless supply of New Clients to treat poorly....however, not caring about Your Clients and behaving dishonorably, will eventually lead to failure.Clearly, companies are allowed to make whatever decisions they want at the properties they own...however, Partner Resorts can and
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July 2022 by Rich Menefee
Cowards one and all.Have a bad experience with a hotel in Mammouth Lakes? BED BUGS you say?Local hotel staff powerless to question corporate policy in Denver?Save you breath.Corporate won't even bother return a single call.Grow a pair and tell why my family can't count on a BED BUG free hotel that is owned by this parent company.Pathetic.
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April 2022 by Lia S.
Couldn't use the pass due to the pandemic, was brushed off with boiler plate responses and they basically stole my money.
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March 2022 by Be L.
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.
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February 2022 by Alison L.
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.
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February 2022 by Matthew V.
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
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February 2022 by Robert R.
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.
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February 2022 by Irene S.
This company only cares about money, it truly does not care about their customers as humans. I purchased the 2022 IKON pass in March 2021 without the protection insurance, but was diagnosed with CANCER a few months later and have been in active treatment since. You don't need to be familiar with cancer treatment to know that chemo + surgeries + radiation don't go well with skiing. So I called IKON customer service to ask for a deferral in the pass, and both the initial agent + their manager just followed the script by saying "you did not purchase the protection insurance, so you are not eligible for refund or credit" over and over again. I understand from a legal perspective they are protected from not offering a refund, but I am disgusted that as human beings, they are actively choosing to not make an exception in the face of cancer. Honestly, United Airlines offered full refunds on flights we couldn't take because of this diagnosis (even though we didn't buy travel insurance). United Airlines! My local gym, SF Symphony, and SF Ballet, and so many services made exceptions and issued refunds. Where is your humanity, IKON? Seriously.
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January 2022 by Jar S.
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.
