Anyone heard whether the Diablo front office is going to streamline the lift ticket purchase process? On Sunday morning between 9 and 10am the wait was almost 45 minutes. That just seems excessive, especially since that wait is eating almost an hour from riding time. There was lots of grumbling about the wait in the ticket line and at the bottom of the lift that morning so I know I'm not the only one with a complaint. My next trip to Diablo will probably be the US Open, with the crowds they have that weekend I hope these issues are worked out by then.
I realize that a buying a season pass would eliminate having to wait for a day pass but for many people (including myself) that's just not feasible since I'll mostly be on the mountain 5 or 6 days this season but not the 8 or 10+ it would take to pay for itself.
At some point they opened up a "cash only" line, if that's going to continue the I'll be bringing extra cash for a lift ticket on future visits. Notice of that (or other fast-pay) option on the website or forum or via email would be great.
I'm not even sure if Diablo management frequents these forums anymore (are they on Pinkbike now? Did I miss the memo?), but I'll put out a couple of (unsolicited) suggestions anyway, maybe one is a possibility for improving efficiency.
I'm not trying to be a pain in the ass customer here, and it's likely that Diablo is already doing one of more of these (or other) things to help improve the situation, but maybe things just haven't clicked yet. And everything else about the park is great: the lift is fast (with minimal wait even when it's busy), the new trails are awesome and once the early-season trail maintenance gets completed I'm sure everything will be in top shape. Just get the front end service sorted out and the place will be aces.
I realize that a buying a season pass would eliminate having to wait for a day pass but for many people (including myself) that's just not feasible since I'll mostly be on the mountain 5 or 6 days this season but not the 8 or 10+ it would take to pay for itself.
At some point they opened up a "cash only" line, if that's going to continue the I'll be bringing extra cash for a lift ticket on future visits. Notice of that (or other fast-pay) option on the website or forum or via email would be great.
I'm not even sure if Diablo management frequents these forums anymore (are they on Pinkbike now? Did I miss the memo?), but I'll put out a couple of (unsolicited) suggestions anyway, maybe one is a possibility for improving efficiency.
- Let people know as they come in the door via signage or some other means that they need to fill out a liability waiver before they get in line. Obviously repeat customers know the drill, but many newbies (and forgetful oldies) on opening weekend did not. And when the line is long (stretching all the way across the storefront) customers tend to seek out the end of the line and miss the "waiver station" that is closer to the register.
- If a customer does happen to arrive at the register unprepared then have them move to the side to fill out the waiver and then help another customer while they are doing so. While waiting on Sunday I witnessed multiple times when a cashier just waited while the customer took a minute or two to fill out the form. That minute or two could be used to help another customer or two that are prepared with a completed waiver and are just purchasing a lift ticket. When the line is 30 or 40+ people long that type of efficiency is crucial.
- Have a couple of employees on hand to specifically to help people rent or purchase equipment. It seemed like the transactions that took the longest (and which each seemed to involve the greatest number of Diablo employees) were those that involved an equipment sale or rental in addition to a lift ticket. If they need to get fitted or have questions, that customer should absolutely get help, just not at the time expense of the long line of other customers, most of whom are likely just waiting to purchase a lift ticket. It's likely employees are still getting training and the kinks are getting worked out, but it did seem like the staff was a bit unprepared for the masses.
- Implement an online purchasing system for day passes. That way a customer can print out a receipt (with a bar code) and walk up to a dedicated "pre-paid only register", hand in their completed waiver and receipt and get a lift ticket (which has been pre-printed out by Diablo staff)...total transaction time likely less than 30 seconds.
- What time does the ticket office open? If it doesn't open before 9:00am...it should. Maybe it does, and I just didn't realize it, in which case I'll get to the office earlier (or at least to get towards the front of the line). Opening before 9:00pm could possibly ease some of the congestion that was seen in the morning. I'd even be willing to pay a buck or two extra to purchase an "early pass" and be on the lift when it opens at 9:00am (that goes for the online purchase also). If the ticket office does open early, put that info on the website and in the newsletters.
I'm not trying to be a pain in the ass customer here, and it's likely that Diablo is already doing one of more of these (or other) things to help improve the situation, but maybe things just haven't clicked yet. And everything else about the park is great: the lift is fast (with minimal wait even when it's busy), the new trails are awesome and once the early-season trail maintenance gets completed I'm sure everything will be in top shape. Just get the front end service sorted out and the place will be aces.
