Cancellation of ski passes: What to do if bad weather strikes

Igor Rattaj, Chairman of the Board at TMR, clarified the situation that occurred in Jasná on 5 January when most cable cars had to be shut down due to strong winds, causing long queues. He highlighted the importance of the Gopass platform, which facilitates quick problem resolution and compensation, positioning TMR as a leader in customer-oriented approaches in Europe.

The truth about the crowds in Jasná on 5 January

Social media was flooded with images from Jasná: crowds of people waiting for cable cars on 5^th January. However, this doesn’t reflect the entire holiday period. The situation was specific only on 5^th January, when strong winds forced most of the resort to close, leaving only 2 out of 20 cable cars open. This led to large queues as visitors gathered in the limited open areas. While such occurrences are beyond the resort’s control due to natural conditions, we handled the situation with care and understanding.

Compensation for skiers: Customer-centric approach at Gopass

Compensation options are offered in such situations. 1-day ski passes can be either cancelled free of charge or skiers can choose alternative passes as compensation. Multi-day pass holders could opt for compensation in the form of a water park visit or a replacement ski pass. This scenario particularly benefitted guests staying at TMR hotels, as they had the automatic option to swap a day on the pistes for relaxation at a water park, turning an unfavourable day on the slopes into a pleasant one elsewhere.

Ski pass cancellations: conditions and fees

To resolve such compensation matters quickly, it is essential to become a Gopass member and purchase your tickets via the Gopass platform electronically. This allows you to handle refunds, cancellations or any potential compensation conveniently online. The customer-oriented approach at Gopass, which I believe is unique across Europe, gives visitors the choice. They can decide whether to ski under the conditions that arise or opt for alternatives, including a refund of their ticket. In this regard, I believe we are very progressive and customer-focused. In addition, Gopass also offers a way of electronic communication with us.

This means that any ticket purchased in advance for a specific day can be cancelled, with the price refunded to your Gopass credit. Even if you decide to cancel on the day of skiing, it’s possible – at a fee of 5€ – and you will still receive your money back. In the case of multi-day tickets, any unused day can be exchanged for a water park ticket, especially in situations where long queues occur. Looking ahead, we plan to expand this system further, making it even more customer-friendly. Our goal is to allow ski passes to be cancelled at any time for a symbolic fee if a customer disagrees with the conditions or the situation in the resort. This way, they will not feel deceived or disappointed. Customer satisfaction is very important to us.

The cancellation of unused ski passes is possible for a fee:

1 EUR/30 CZK/5 PLN if the cancellation is made the day before (the day prior to the start of the service validity). 5 EUR/150 CZK/25 PLN if the cancellation is made on the first day of the ski pass validity by 11:59 AM.