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Durango Pulls Complainer's Pass

Durango Pulls Complainer's Pass

[ Fri, 2009-11-20 12:58 ]
Snowing on Purgatory
An unhappy customer complains about Durango Mountain Resort; DMR strikes back

Oh boy -- this one's sure to start some debate. According to The Durango Herald (Colo.), Durango Mountain Resort "has revoked a woman's season pass for publicly criticizing the ski area's new operating schedule." The backstory: In the early and late season, DMR often only opens on weekends. It seems that D-Town local Lauren Slaff thought the new schedule was unfair to weekday-pass holders, and she complained about the new schedule to a resort manager. He offered her a refund for her pass; she refused. In a subsequent interview with the Herald, Slaff reiterated her complaint that the schedule undercut the number of skier days for weekday skiers -- and DMR didn't like what read. In an open letter to Slaff, Durango CEO Gary Derck wrote, "It would be best if we part ways and refund you the all-season pass you purchased so you can find another place to ski/ride that better meets your expectations." The resort then dumped her pass and refunded her credit card.  Now here's where it gets good: When Telluride Ski Area heard about the incident, they offered Slaff a season pass at a reduced price. We're not going to comment on the public relations lesson to be learned from all of this. Instead, a simple question: In this scenario, who looks like the hero and who looks like the hoser?

Photo by: avern on Flickr

Snowing on Purgatory