Winter Wonderland at Pico Mountain Ski Resort

Great destination! Enjoyed the open trail and peaceful outdoor atmosphere.

Honored our lift tickets at Killington when there were Pico ice issues. First rate

Great destination! Enjoyed the open trail and peaceful outdoor atmosphere.

Great destination! Enjoyed the open trail and peaceful outdoor atmosphere.

I don't usually write reviews, but I felt that the customer service I experienced overall within the past week made me love the mountain even more. My family have a house up on Pico; it's been in the family since the 1970s. We go up every year around this time for our annual reunion. Members of our family tell of times they knew the lift operators by name; smiling and greeting them after a year of not seeing them - like ii was just yesterday they had said their last hellos. This is why it as so shocking to have experienced this... Prior to the trip, my boyfriend and I (who were in the same family group through the website) purchased our tickets together. when we arrived, the passes printed out. We hadn't realized, but our passes were switched - he had mine and I had his. I had a friend with me who was learning to snowboard, so we stayed on Bonanza for the majority of this particular day. My boyfriend went to go on a lift. He was stopped by the lift operator, who informed him that he was using the wrong pass. My boyfriend had realized our mistake, and explained the situation briefly to the operator. When stating that I was right around the corner, and that he was going to call me to come ASAP to show our IDs and swap passes, the operator grabbed the pass from his hands and told him to, "take it up with customer service." After a few minutes of my boyfriend insisting on resolving the issue quickly rather than making it an even larger issue, the operator shooed him away. We did get the operators name, but I will not be stating it. However, after talking to our family and other's on the mountain, we were not the only ones who had issues with this individual. A few days later, I received a statement through my email, charging me $200.00 in fraud. I contacted Pico, asking to speak with a representative who would be able to assist in this predicament. I was put in touch with Lindsay. We emailed back and forth for a few days, addressing the situation and planning a phone call to verbally communicate for a resolution. However, I received a call from an individual named Keith. Keith first and foremost stated that the lift operator had been fired. Though it is upsetting for anyone to lose their job, the way this individual treated guests at Pico was inexcusable. Keith further explained that what happened to us is not what Pico stands for. It was a misunderstanding and it could've easily have been resolved, had the operator done his job correctly. He completely waved the fine and apologized sincerely. Keith was so incredibly understanding and helpful. I began having doubts about the 'Friendly Mountain' after my experience on the slopes, but Keith immediately washed away those feelings. Pico may have some rough patches here and there, but they are more than eager to fix them for the better of the skiers, snowboarders, and other guests who love the mountain.