Ski.com: most-reported complaints
Automated analysis of 372 public Trustpilot reviews published 2014-10-28 to 2026-07-01. TrustScore 4.9 from 6,318 total reviews — see the Trustpilot page. Quick answer: is Ski.com legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, with 47 complaints noting issues such as receiving refunds that were significantly lower than promised. Support being unreachable was the second most common concern, cited in 29 instances where customers could not resolve booking discrepancies. Additionally, 26 reviewers experienced account or app problems, including failing to receive confirmation numbers for tickets, while 19 others reported various other unresolved concerns.
How to reach Ski.com
These are the contact details Ski.com publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 800-525-2052, email [email protected], address 210 AABC STE AA, Aspen, CO, 81611.
The company claimed its Trustpilot profile on 2014-10-15, uses Trustpilot’s paid features, and last replied to a negative review on 2026-03-31 — more than six months ago. Trustpilot ranks it 13 of 199 in Travel Agency. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 2.7★ on Google (0 reviews)
Severity: 24% of this company’s 156 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.8 days between the experience and publishing their negative review (48 reviews record both dates).
Measured reply time: across 86 negative reviews that received a public reply, the median wait was 2.9 days — the company profile reports an average of 2 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 86 company replies to negative reviews analysed, 45% engaged with the specific problem and 29% were generic templates.
57% of its 192 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 30% of this company’s complaints vs a 31% median across 122 ranked companies in its sector.
Review velocity: 488 of this company’s 6,318 Trustpilot reviews (8%) were written in the last 12 months.
What are the most common complaints about Ski.com?
Support unhelpful
47 reports · 30% of complaintssteady“We never received any monies back from the ski school as promised and we received pennies on the dollar back from the hotel”
3 readers marked this review helpful on Trustpilot.
“Trying to get my promised refund has been a runaround and total nightmare.”
The company replied on 2020-06-23: “Hi John, Thank you for booking your trip to Beaver Creek through Ski.com. As the largest provider of ski vacations in North America, we have had to work through thousands of reservations affected by…”
Our classifier read this reply as a substantive response.
It promised: refund.
2 readers marked this review helpful on Trustpilot.
“After repeated calls No Refund!!!!!!!”
1 reader marked this review helpful on Trustpilot.
Support unreachable
29 reports · 19% of complaintssteady“We reserved a "TWO BEDROOM, 2 BATH (RUN OF HOUSE)" unit at Northstar and got a 1 1/2 bathroom unit”
The company replied on 2017-02-06: “Hi Dave, We appreciate your feedback and hope you enjoyed your trip to Northstar. We were very disappointed to hear about the mix up with the number of bathrooms you had. We would never intentionally…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“Ski.com won’t respond - do not book through this 3rd party!”
The company replied on 2024-03-11: “We apologize for any miscommunication or inconvenience you experienced. As previously shared with you, we did not receive any messages that we could find prior to this review being written. As soon…”
Our classifier read this reply as a substantive response.
It promised: refund.
“Couldn't get hold of the agent several times. The flights were never booked”
Account/app problems
26 reports · 17% of complaintssteady“Never received a confirmation number for each ticket”
“Your offices @ 800-525-2052 have been closed and unavailable since my purchase”
“they do not have the room that I paid”
Other
19 reports · 12% of complaintssteady“Nobody from ski.com has ever contacted me to discuss our concerns.”
“You did not promptly send an itinerary and the congratulations screen no longer displays the choices made.”
The company replied on 2026-01-10: “Thanks for taking the time to share your feedback. We’re sorry you experienced a delay in receiving your confirmation. That’s not our typical flow or timeline, and it sounds like there was an…”
Our classifier read this reply as a template response.
“Most inefficient convoluted and poorly documented process”
The company replied on 2024-05-15: “We're sorry to hear you might not be a fan of the booking process for season passes. While we certainly don't appreciate the name calling, we do appreciate your feedback as we take our work seriously…”
Our classifier read this reply as a deflection.
Not as described
18 reports · 12% of complaintssteady“We reserved a "TWO BEDROOM, 2 BATH (RUN OF HOUSE)" unit at Northstar and got a 1 1/2 bathroom unit”
The company replied on 2017-02-06: “Hi Dave, We appreciate your feedback and hope you enjoyed your trip to Northstar. We were very disappointed to hear about the mix up with the number of bathrooms you had. We would never intentionally…”
Our classifier read this reply as a substantive response.
It promised: refund.
1 reader marked this review helpful on Trustpilot.
“The Condo unit looked nothing like the photos we were sent”
1 reader marked this review helpful on Trustpilot.
“Names were incorrect and birthdates on multiple passes were wrong.”
Misleading pricing
15 reports · 10% of complaintssteady“This is a substantial difference in out-of-pocket expense for us.”
The company replied on 2019-11-26: “Thank you for taking the time to leave a review and thank you for being a long-time customer of Ski.com's. As you know, we are familiar with your situation, and there is nothing we can write that…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
“I had a terrible time trying to make the payment go through with Ski.com.”
The company replied on 2023-03-23: “We are sorry to hear that you had a negative experience with our services after working with us for over 40 years. First, we want to thank you for your continued support and hope this experience…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“I bought Ikon passes through them because they were going to include Beannies.”
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Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-02.