Thredbo Resort boss apologises for website crash due to “overwhelming” demand for passes

Thredbo Resort boss apologises for website crash due to “overwhelming” demand for passes

Travel restrictions imposed to curb COVID-19 have only made Aussies keener to hit the slopes, if Thredbo Resort’s website crash is anything to go by.

Ahead of kicking off its winter season on 22 June, Thredbo Resort made its lift passes available to purchase online last Thursday, and even created a virtual waiting room to assist with the expected high volume of traffic.

However, the website still wasn’t ready for the avalanche of customers looking to secure their spot on the ski lifts, with many complaining on social media about being kicked out of the queue and experiencing error messages.

In a Facebook post on Thursday evening, Thredbo Resort said its online shop was back working but, due to the massive amount of traffic, was processing much slower than usual.

“We have been overwhelmed by demand for the first release of the 2020 lift passes. At one point we had as many as 25,000 visiting our online store to purchase lift passes – the largest volume we’ve ever experienced on our store,” the post read.

“We’re operating in unusual times; we’ve experienced an unprecedented amount of traffic, showing that we’re all ready to get back skiing and snowboarding again this season.

“We are working hard to ensure everyone is able to purchase their passes and we appreciate your patience as we accommodate everyone under the new government restrictions. Thanks again for hanging in there.”

The resort then followed up on Friday with a video message from its general manager, Stuart Diver, who apologised for the website crash.

“I understand the past 24 hours have been a very frustrating time for some of you who’ve been trying to purchase passes to ski and snowboard in Thredbo for 2020,” he said.

“I understand your frustrations, and I’m really sorry that our systems did not cope.

“We’ve invested heavily in our website and in our online solutions with external providers, but our systems just did not cope with the volume of users trying to come and buy tickets.”

Based on current limitations, Diver said Thredbo Resort doesn’t have any passes available from 26 June to 19 July.

“I’m hoping that as conditions change and restrictions ease, I’ll be able to release more passes.

“Unfortunately, there are three times the number of you who want to come and ski and snowboard in Thredbo than there are currently available passes.

“Due to government restrictions, we’ve had to just control that capacity, and that means that some of you are going to miss out.”

Diver urged customers to be patient as Thredbo Resort staff continued to work “really hard” answering enquiries.

“We have never seen this level of demand for our passes in Thredbo,” he said.

“We definitely didn’t deliver the level of customer service that I expect from Thredbo, and I’m sure you expect as our guests, over the last 24 hours.

“But, we are working 24/7 to make sure that we do, and that we get back on top of it, and that you are all provided with that level of service that Thredbo is famous for.”


Featured image supplied by Thredbo Resort.

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