Snowsports fans call for Cairngorm Mountain resort season ticket refunds after ‘misleading’ information on funicular’s return
Calls are being made for Cairngorm Mountain to partially refund season ticket holders because they ‘duped’ snowsports enthusiasts over the return of the funicular.
The operators had stated that they were confident that the mountain railway would be in operation from the start of the past winter season on December 20.
In the lead-up to this date, they used its much anticipated resumption - after ceasing service again in August 2023 - in the promotion of their early bird season tickets.
Aviemore snowboarders Paul Michaelwaite and Guy Mears have paid out more than £1500 for season passes for 2023/24 and 2024/25.
The price for adult tickets bought by December 13, last year, was £358 compared to £571 after that date.
Related articles:
New chief executive of Cairngorm Mountain to take up post in early summer.
Cairngorm Mountain staff rally to defence of bosses after bullying allegations
WATCH: The Cairngorm funicular makes its return after 18 months out of operation
Under the season ticket FAQs online, the resort’s website still stated yesterday: “We’re currently aiming for the funicular to be back in service at the start of the upcoming winter season at Cairngorm Mountain which begins on Friday 20 December 2024.”
Mr Michaelwaite told the Strathy: “They were pushing the return of the funicular. They think they can treat their customers poorly because they have the safety blanket of taxpayers’ money.
“I do not think that any other business in the area or any other which cares about its customers - which most do otherwise they lose their money - could afford to treat their customers the way that Cairngorm Mountain does.
“They are not remotely interested in considering whether they should offer a partial refund to their season ticket purchasers or a cheaper deal next year.
“Just the same as the previous winter season, they are quite happy to take our money and know they are not delivering anything much.
“That was particularly the case this past winter when they promoted the funicular and it was not available for the vast majority of the season.”
“We bought our season passes last November when they were really pushing the return of the mountain railway. They were telling us ‘the season tickets are filling up, we are going to have the train’.
“They did not specifically say the train was going to be running for the start of the season but their wording was that they were very confident of its return.”
He added: “Only they know what they knew - but it does not look great.”
Mr Mears said: “A lot of the information they put out at the time was misleading.
“It was pretty obvious after a short while that the funciular was not returning any time soon but by then we had bought our tickets.”
Both snowboarders have said they would never have bought their passes if they had any inkling how the funicular saga was going to pan out. It eventually came back on track on February 27.
The pair have since bought splitboards and said they will be focusing their attention on the backcountry in the future. Mr Michaelwaite said: “That’s where the money has gone for next year’s season passes.”
He contacted Cairngorm Mountain last season by email asking for a partial refund and did not receive a response.
He subsequently phoned them and was told no money would be returned but Cairngorm Mountain was holding season ticket prices at the same level for 2024/25.
“Well, thank-you… After my earlier efforts of seeing if they cared enough to do anything - I know they don’t so I will not be wasting any more of my energy,” said Mr Michaelwaite.
They pointed out that the Aonach Mor resort had refunded season pass money three winters ago after the slopes barely opened and had since changed their model to a ‘fairer’ book of discounted tickets valid for two seasons.
Scottish Conservative Highlands MSP Edward Mountain said: “The operators misled its customers who paid for a full season of use but in reality received just a few weeks.
“Even though the funicular is now running, it is vital that HIE’s mismanagement of Cairngorm Mountain does not unfairly cost those who believed it would be functional all winter.
“I am fully supportive of those calling for proportionate refunds to be processed as soon as possible, and would encourage HIE to apologise to season pass holders too.”
The Save the Ciste campaign is backing calls for partial refunds or discounts for pass holders.
Spokesman Alan Brattey said: “Customers purchased season tickets on the basis that the funicular would return to service on 20 December 2024.
“That was a false promise and customers were therefore duped into parting with their money.
“CMSL is a business that desperately requires to regain customer goodwill and providing refunds would be an excellent way to begin that process and show that customers really do come first.”
Cairngorm Mountain’s website states that early bird season passes were sold out this winter.
The number sold is unknown but the Strathy is requesting the information in a Freedom of Information request to HIE.
What is Cairngorm Mountain and HIE’s response?
Cairngorm Mountain (Scotland) Ltd has said there will be no partial refunds issued but acknowledged the frustations.
Tim Hurst, interim CEO of CMSL, said: "We understand the disappointment caused by the remediation works of the funicular.
“While we very much hoped that it would be running from the start of the winter season, the exact opening date was not guaranteed.
“In response, we put extra measures in place to ensure that enjoyment of snowsports was not hampered.
“Winter sports tickets could be used for all uplifts - surface tows, funicular and conveyers – and we invested heavily in producing snow via our snow-factory to guarantee snow in our lower slope until it was no longer feasible.
“Snowsports were available every day from the 20 December, except for a few days that were stormbound.
“Our terms and conditions are in line with other snowsports centres in Scotland, and season passes are non-refundable.
“However, the pass is valid until the end of November 2025 and season pass holders can enjoy unlimited trips on the railway after the winter season has ended.
"We would like to thank all our visitors for their patience while the remedial works were taking place."
An HIE spokesman said: “In the run-up to the winter season, our news releases, public statements and FAQs on our website all reflected uncertainty over the expected return date.
“The complex and highly challenging nature of the funicular remediation programme meant that HIE was unable to provide a definitive return date and didn’t do so – right up to the day before the service resumed on 27 February.
“We were upfront that our aim to have the funicular running safely again for the start of the snowsports season would depend on a range of factors all going to plan.
“These included not only technical challenges, but weather, temperatures, and the need to carry out thorough inspections, testing and training.”
