Skip to navigation Skip to content
Navigation

COVID-19 Update

Updated: 19-05-2020

Vail Resorts is closely monitoring the progress of COVID-19 in Australia. In preparing for the 2020 winter season, first and foremost we are committed to protecting the health and safety of our guests, employees and communities. Our plans for the season will continue to be informed by advice from public health authorities and all government orders and regulations relating to resort operations. As the season approaches, we will advise of any planned changes to our operations.

For information about 2020 Epic Australia Pass please visit www.epicaustraliapass.com.au.

Be COVIDSafe With Us and Download the App

Your health and wellbeing is number one. The COVIDSafe app will help protect you, your family and friends. The COVIDSafe app assists state and territory health officials to quickly contact people who may have been exposed to COVID-19. It gives the government confidence they can find and contain outbreaks quickly. So, let’s keep our season safe and download COVIDSafe.

 

DOWNLOAD THE COVIDSAFE APP

 


 

COVID-19 Frequently Asked Questions

We’re serious about snow, and we know you are too, but we’re most serious about safety. And as we prepare for the 2020 winter season, we want to assure you that first and foremost we are committed to protecting the health and safety of our guests and employees.

COVID-19 presents us with an unprecedented situation that we are taking very seriously, and our teams are working hard to prepare for the potential impacts on the 2020 winter season.

As the situation develops, we know you will have many questions and our aim is to provide regular updates on this page so you can stay informed.

We kindly and respectfully request that you are patient with our teams as they, like you, are doing their best to navigate through this challenging and uncertain time.

General FAQs

Will the resort be open for the 2020 winter?

We are continuing to prepare for the 2020 winter season.  We are closely monitoring the progress of COVID-19 in Australia and globally. As the season approaches, we will advise of any planned changes to resort operations.

What are your season dates?

Falls Creek traditionally operates from the June Long Weekend to October 4. 

Like every year, they are subject to change, and if they do, we will advise accordingly.

Epic Australia Pass FAQs

I’ve already bought an Epic Australia Pass.

There are a lot of questions about the upcoming winter season and while the National Cabinet recently released a three-step plan to a COVIDSafe Australia, the details of how that plan will apply to ski and ride operations in New South Wales and Victoria are still evolving. Because of this, we do not yet have an update on when we will be able to open for the 2020 season.

With the start of June only a few weeks away, we thought it was imperative that we share an update on our plans, even as we’re still working through some of the solutions that will address the unique needs of our 2020 Epic Australia Pass holders.

As outlined in a letter sent to pass holders on 19th May 2020, we will not take the final payment for the 2020 Epic Australia Pass on 1 June and by 15 June, we will share more information about the season ahead as well as new pass options that will address the expected COVID-19 impacts to our season. Once we have shared more information, pass holders will have the option to request a refund of all payments made towards their 2020 Epic Australia Pass and Pass Refund Protection or move forward with a new pass product.

I understand the uncertainty, but I still want to buy an Epic Australia Pass.

For information about 2020 Epic Australia Pass please click here.

Lift Tickets, Rentals, Snowsports School FAQs

Can I get a refund for our winter bookings?

 

 

We understand the uncertainty but at this point we continue to prepare for the 2020 winter season.

Our cancellation policy for lift tickets, rentals and snowsports school products (except private lessons) allow you to cancel without penalty up until the day prior to the first day your product is valid.

If we are unable to provide you with the products that you have purchased as a result of COVID-19, we will provide you with a credit for the 2021 winter season or a full or partial refund, depending on the circumstance.

If the situation changes, we will notify all guests who have booked and will advise in relation to our cancellation policies at that time. Should there be a change to our policies, they will be no less favourable to you, than at the time you purchased the product.

 

 

What if I can’t come skiing?

Our cancellation policy for lift tickets, rentals and snowsports school products (except private lessons) allow you to cancel without penalty up until the day prior to the first day your product is valid.

Should there be a change to our policies, they will be no less favourable to you than at the time you purchased the product.

What if your season is shortened?

 

 

 

We understand the uncertainty but at this point we continue to prepare for the 2020 winter season. As the season approaches, we will advise of any planned changes to resort operations.

If we need to shorten our season due to COVID-19 impacts, we will apply our terms and conditions that are in place at the time you contact us to respond to your circumstance. Should there be a change to our policies, they will be no less favourable to you than at the time you purchased the product.

 

 

 

What if the resort can’t open all the lifts and runs?

 

We understand the uncertainty but at this point we continue to prepare for the 2020 winter season. As the season approaches, we will advise of any planned changes to resort operations.

If we need to scale our operations because of COVID-19, and reduced facilities impact your decision to ski with us this season, we will apply our terms and conditions that are in place at the time you contact us to respond to your circumstance. Should there be a change to our policies, they will be no less favourable to you than at the time you purchased the product.

Also, our cancellation policy for lift tickets, rentals and snowsports school (except private lessons) products allow you to cancel without penalty up until the day prior to the first day your product is valid.

 

What if the resort doesn’t open at all this winter and I have purchased a lift ticket, lessons or equipment rental?

 

 

We are continuing to prepare for our scheduled opening of the 2020 winter season on 6 June. As the season approaches, we will advise of any planned changes to resort operations.

If we are unable to provide you with the lift access, lesson or equipment rental that you have booked as a result of COVID-19, we will provide you with a credit for the 2021 winter season or a full or partial refund, depending on the circumstance.

 

 

What if I cancel a private lesson?

We understand the uncertainty but at this point we continue to prepare for the 2020 winter season.

Our cancellation policy for private lessons allow you to cancel without penalty up until 7 days prior to your private lesson. Cancellations or changes to the date/time of your private lessons made between 7 days and 48 hours prior to the original time and date that was booked will attract a $180 fee. Cancellations or changes made within 48 hours of the originally booked time and date incur a 100% cancellation fee.

If we are unable to provide you with the products that you have purchased as a result of COVID-19, we will provide you with a credit for the 2021 winter season or a full or partial refund, depending on the circumstance.

If the situation changes, we will notify all guests who have booked and will advise in relation to our cancellation policies at that time. Should there be a change to our policies, they will be no less favourable to you, than at the time you purchased the product.

 

I understand the uncertainty, but I still want to buy Lift tickets, Snowsports Lessons & Rental Equipment

Lift tickets, Snowsports Lessons & Rental Equipment will be available for purchase from the start of April 2020 at our much improved Online Store.

Health and Safety FAQs

What is Falls Creek Ski Lifts doing to ensure the health & safety of guests & employees?

 

 

We have had no reported COVID-19 cases to date. We are constantly monitoring staff and are following the Government’s guidelines in relation to managing employees who may have visited countries abroad or are suffering COVID-19 symptoms.

The health and safety of our guests and our employees is our top priority and accordingly we are following government COVID-19 guidelines. To keep you safe while you’re visiting our resort during the COVID-19 situation, we’ve taken further preventative measures to keep you safe. We are implementing strategies to:

  • Enhance our cleaning activities to ensure more frequent and targeted cleaning of high touch areas and services;
  • Increase the availability of hand sanitizer;
  • Advise our employees not to come to work if they feel unwell or they are under self-isolation requirements;
  • Ask our employees to continue to follow good hygiene practices, including washing hands regularly;
  • Continue to monitor and update our employees on the evolving situation to ensure we can provide you with a safe environment at our resort;
  • Have employees working from home where possible.

 

 

I’d like to book ski lessons for my child this winter but how will I know my child’s instructor doesn’t have COVID-19?

 

 

We will be thoroughly screening and monitoring all employees ahead of the winter season in accordance with the Government’s requirements at that time. We will continue to have strict rules in place to prevent employees from attending work if they have recently been abroad or are suffering from COVID-19 symptoms.

 

 

Will you be hiring any employees from abroad?

We will continue to strictly adhere to government advice at the relevant time in relation to employment, self-isolation and screening.