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Epic Australia Pass 2020 FAQs

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Frequently Asked Questions

COVID-19 is presenting our teams with an extremely high volume of guest enquiries. They are all important to us and we are doing our best to reply to everyone.

We want you to have all the information you need for a safe and seamless snow experience, so we have put together your most frequently asked questions.

Please check the information below for updates and answers:

Pass Holder Access:

Can I access Perisher without a reservation with my Epic Australia Pass?

Effective 04 August 2020:

Guests with an Epic Australia Pass, Epic Pass or Epic Military Pass are no longer required to make pass access reservations to visit Perisher.

As we continue to monitor COVID-19 in Australia and align with public health recommendations, we may have to re-introduce pass holder access reservations at a later date if it is deemed necessary to keep our employees, guests and communities safe. To help us keep the resort safe, guests are requested to stay home if they are not feeling well or are considered high risk, and to practice good hygiene and maintain physical distance while at the resort.

For guests without an Epic Australia Pass, Epic Pass or Epic Military Pass, lift tickets need to be purchased in advance. Click here for Lift ticket updates.

We thank you for your patience as we work through this challenging time

Please Note: Due to COVID-19 Perisher is operating at 50% capacity as a result Epic Australia Pass guests wishing to access Night Skiing and First Tracks at Perisher will be required to make reservations until further notice.

For more information on Pass Access please click here.

Will I be able to access Perisher with my Epic Australia Pass even if my remaining balance hasn't been processed?

Yes, if your 2020 Epic Australia Pass balance hasn't been taken yet may be due to a credit card error. We ask you log into your Epic Australia Pass account update your details as soon as possible.

Our team are working through all outstanding Epic Australia Pass payments, as this is a manual task, we ask for your patience. An outstanding balance will not affect your ability to access Perisher.

Is all Epic Australia Pass access unlimited, unrestricted?

No, due to COVID-19 Perisher is operating at 50% capacity as a result Epic Australia Pass guests wishing to access Night Skiing and First Tracks at Perisher will be required to make reservations until further notice.

For more information on Pass Access please click here.

 

Refunds:

Can I still refund my Epic Australia Pass?

No, refund requests for 2020 Epic Australia Passes have now closed. 2020 Epic Australia Pass is non-refundable except as provided for under Epic Coverage and under Australian Consumer Law.

I decided not to proceed with my Epic Australia Pass & requested a full refund on my pass. When will this be processed?

We apologise for the delay in refunds. We are extremely sorry for any inconvenience experienced relating to the delay in processing your refund request. We recognise that this is frustrating, and we sincerely apologise for the delay. 

The suspension of lift operations at Mt Hotham and Falls Creek earlier this month coupled with a significant volume of refund requests created unprecedented demand on our IT systems and Guest Services team.  

We have now processed most refunds and we are working through the final processing and are confident that you will receive your refund by 15 August 2020. We kindly ask for your continued patience as our Guest Services team work tirelessly through the back log of refund requests.

Why haven't I received my whole Epic Australia Pass refund?

Refunds for each component of your Epic Australia Pass will be processed separately. You will see separate refund transactions appear in your account, relevantly including: Season Pass refund, Skitube refund and Pass Refund Protection refund.

Delay in Refunds: We are extremely sorry for any inconvenience experienced relating to the delay in processing your refund request. We recognise that this is frustrating, and we sincerely apologise for the delay. 

The suspension of lift operations at Mt Hotham and Falls Creek earlier this month coupled with a significant volume of refund requests created unprecedented demand on our IT systems and Guest Services team.  

We have now processed most refunds and we are working through the final processing and are confident that you will receive your refund by 15 August 2020. We kindly ask for your continued patience as our Guest Services team work tirelessly through the back log of refund requests.

I booked lift tickets/equipment rental/snow school lessons at Falls Creek or Hotham that I cannot use now. Will I be refunded?

All lift ticket, lesson and equipment rental bookings will be refunded and we emailed guests directly regarding the refund process. We are currently experiencing significant delays in our call centres so we kindly ask guests to be patient as we process these refunds.

I booked accommodations at Falls Creek or Hotham that I cannot use now. Will I be refunded?

If you need to cancel your accommodation, please contact the property directly regarding that reservation.

 

Epic Coverage:

What is Epic Coverage?

Epic Coverage, which is free for all pass holders, replaces Pass Refund Protection and provides refunds associated with certain personal events, including illness, job loss, and injury. It also expands coverage to provide refunds to guests for certain resort closures, including COVID-19.

For more information about Epic Coverage, please see here

Will my Epic Australia Pass be protected by Epic Coverage?

Yes! New for 2020, we are providing Epic Coverage to everyone who purchases an Epic Australia Pass. Epic Coverage, which is free for all pass holders, replaces Pass Refund Protection and provides refunds associated with certain personal events, including illness, job loss, and injury. It also expands coverage to provide refunds to guests for certain resort closures, including COVID-19.

For more information about Epic Coverage, please see here

Will Epic Coverage extend beyond the 2020 season?

Yes, Epic Coverage will extend beyond the 2020 season.

We know our pass holders want to be able to plan for the unexpected and we are standing behind our commitment to their peace of mind

For more information about Epic Coverage, please see here

What if I have already purchased Pass Refund protection?

All guests who had previously paid for Pass Refund Protection will automatically receive a refund for their Pass Refund Protection purchase.

If a partner resort experiences a resort closure, is it covered under Epic Coverage?

No, partner resorts are excluded from Epic Coverage. Epic Coverage only applies to Vail Resorts owned and operated resorts.

It is important to note that days skied at partner resorts on your pass do count towards your total number of days skied in the determination of your refund.

For more information about Epic Coverage, please see here

How does Vail Resorts define ‘personal event’?

The following personal events are covered: job loss; stay-at-home order from county, state, or country; injury. sickness or death; student transfer; pregnancy; visa rejection; house destroyed due to natural disaster; jury duty; military service; and employer transfer.

More details on terms and conditions can be found on epicpass.com.

 

Falls Creek and Hotham Updates:

What impact does the COVID-19 restrictions in Australia have on Hotham and Falls Creek?

Vail Resorts announced it will not reopen its lift operations at Falls Creek and Hotham for Spring skiing and snowboarding following the Victorian Government’s introduction of Stage 4 restrictions for Melbourne and Stage 3 restrictions for regional Victoria, which will be in place for six weeks. This announcement follows the Company’s decision on 9 July to suspend operations until at least 19 August, in line with the re-introduction of Stage 3 restrictions for greater Melbourne and the closure of the NSW border. Find out more.  

Why did you make the decision to suspend operations Hotham and Falls Creek? 

Vail Resorts announced it will not reopen its lift operations at Falls Creek and Hotham for Spring skiing and snowboarding following the Victorian Government’s introduction of Stage 4 restrictions for Melbourne and Stage 3 restrictions for regional Victoria, which will be in place for six weeks. This announcement follows the Company’s decision on 9 July to suspend operations until at least 19 August, in line with the re-introduction of Stage 3 restrictions for greater Melbourne and the closure of the NSW border. 

“We made the decision to close Hotham and Falls Creek in early July to support the government’s efforts to slow the spread of COVID-19 and to prioritise the health of our employees, guests and community. It was certainly a difficult decision, which unfortunately has been reinforced by the worsening COVID-19 trends and the declaration of a State of Disaster in Victoria until 13 September,” said Pete Brulisauer, Senior Vice President and Chief Operating Officer of Vail Resorts Australia. “We are disappointed to mark the end of the season this way and extend our gratitude to our teams and the businesses in the local community who all worked incredibly hard to open this winterWe also want to thank our loyal guests for their patience and understanding; we look forward to welcoming them back to our resorts for the 2021 season.” Find out more.

 

2020 Epic Australia Pass:

Can I buy an Epic Australia Pass?

No, the 2020 Epic Australia Pass sales are now closed.

I haven’t had a chance to use my 2020 Epic Australia Pass and I want to cancel it, how can I do that?

Refund requests for 2020 Epic Australia Passes have now closed. 2020 Epic Australia Pass is non-refundable except as provided for under Epic Coverage and under Australian Consumer Law.

Why hasn't my Epic Australia Pass balance been taken?

If your 2020 Epic Australia Pass balance hasn't been taken yet this may be due to a credit card error. We ask that you check with your bank to ensure your credit card details are current.

Our team are working through all outstanding Epic Australia Pass payments, as this is a manual task, we ask for your patience.

Please Note: An outstanding balance will not affect your ability to access Perisher.

I have chosen to buy an Epic Australia Pass for the 2020 Season, can I come to the resort at any time?

Effective Saturday 18 July:

Yes, incredible natural snowfall has allowed the Perisher team to open additional lifts and terrain with all four resort areas now open. We are excited to announce that guests with an Epic Australia Pass, Epic Pass or Epic Military Pass are no longer required to make pass access reservations to visit Perisher.

As we continue to monitor COVID-19 in Australia and align with public health recommendations, we may have to re-introduce pass holder access reservations at a later date if it is deemed necessary to keep our employees, guests and communities safe. To help us keep the resort safe, guests are requested to stay home if they are not feeling well or are considered high risk, and to practice good hygiene and maintain physical distance while at the resort

Please note: Due to COVID-19 Perisher is operating at 50% capacity as a result Epic Australia Pass guests wishing to access Night Skiing and First Tracks at Perisher will be required to make reservations until further notice.

For more information on Pass Access please click here.

How will I receive my 2020 Epic Australia Pass?

If you have an existing Epic Australia Pass, your 2020 pass access will be loaded onto your existing card.

If you have purchased an Epic Australia Pass for the first time and haven’t had one previously, your pass will be mailed to your nominated address on your Epic Australia Pass account. You can check your account details here.

If you have lost, misplaced or you do not receive your pass via postage prior to arrival at the resort, please visit a Guest Services office in Bullocks Flat, Perisher Valley or Smiggin Holes and we will issue you with a new card

What changes have been made to Epic Australia Pass Benefits in 2020?

Epic Australia Pass benefits will no longer include Bring-A-Mate tickets, as we strive to manage capacity in the most effective way.

The Epic Australia Pass Skitube season pass add-on will no longer be offered as the Skitube will operate at reduced capacity to allow for physical distancing.

There will also be some scheduling changes to First Tracks.

A full list of updated benefits are here.

For more information on Pass Access including Night Skiing and First Tracks reservations at Perisher please click here.

What if I have purchased Skitube with my 2020 Epic Australia Pass?

All guests will receive a refund for a Skitube add-on purchased for the 2020 season.

What if I’m over the age of 70, will there be a season pass offering for me?

Yes, the over 70's pass is now on sale and will be able to get unlimited access to Perisher..

 

2019/20 Epic Pass or 2019-20 Epic Military Pass:

Will I be able to use my 2019-20 Epic Pass or 2019-20 Epic Military Pass in Australia?

Your 2019-20 Epic Pass or Epic Military Pass is valid for use during the 2020 Australian snow season. 

For more information on Pass Access please click here.

Is my 2019-20 Epic Pass or 2019-20 Epic Military Pass still valid in AUS if I already used my credit to lock in a 2020-21 pass?

Your 2019-20 Epic Pass or Epic Military Pass is valid for use during the 2020 Australian snow season.

The credits offered to you do not affect your ability to use your pass in Australia.

For more information on Pass Access please click here.

Can I use my 2019-20 Epic, Epic Local, Epic Day or Epic Military Pass credit to purchase an Epic Australia Pass?

Your 2019-20 credit cannot be applied toward the purchase of a 2020 Epic Australia Pass.

The credit can be used towards the purchase of a 2020-21 Epic Pass, Epic Local Pass and more. You can learn more about the pass credits at epicpass.com.

 

 

Further Questions

Please contact our Epic Australia Pass experts at This email address is being protected from spambots. You need JavaScript enabled to view it. with any additional questions. 

Epic Australia