Please read through our list of common questions with answers provided.
What happens if I can’t pay the balance in April 2019?
Please contact Hotham or Falls Creek before the automatic balance deduction date of 30 April 2019. A member of the ticket team will discuss the situation with you and identify any ways to help. Please note however, that a deposit and acceptance of the terms and conditions does make you liable to pay the full Hero Pass amount. Regrettably the product cannot be cancelled nor can the deposit be refunded. If there are any advance concerns, we recommend the Pass Protection at the time of securing your 2019 Hero Pass deposit.
Why must I save my credit card details?
You must save your card details if you are purchasing your 2019 hero pass through our payment plan. This card will be automatically deducted on 30 April 2019 for the balance of your pass(es).Your card is held securely via our payment planform which is PCI compliant.
Can I pay the balance remaining in installments?
Our payment plan is scheduled as one lump sum payment.
Can I pay the balance off online?
The balance payment is scheduled to automatically occur on 30 April 2019. If you would like arrange this prior to then, please call our Tickets Team.
Can I view my order via my online account?
Unfortunately not at the moment. We are continuing to work with our world leading developers and this is an item on the development roadmap but we don’t have a timeline for this as of yet. Please refer to your order confirmation or call our tickets team.
Will I get a new purple Hero Pass card like this season?
You will receive a 2019 Hero Pass Welcome Pack that includes a unique purple RFID card (Hero Pass) before the start of the 2019 snow season.
Do you need a photo of me?
Yes please! To upload a new photo, please log into your online account and click on “New Photo” which is on the right had side of your date of birth/underneath your name.
What happens if I lose my season pass?
Please report your lost card to the ticket offices at Hotham or Falls Creek. A member of the ticket team will cancel the pass and reissue you with another Snow Pass card. A replacement of $5 is payable at the time of reissuing.
How do I redeem your resort lift, hire and private lesson benefits?
These will be printed and posted along with the exclusive 2019 hero pass card as part of your Welcome Pack.
How do I redeem Silverstar lift passes?
Hero Pass holders who pay for the pass upfront in full by 1 December 2018 will be able to take advantage 50% off daily lift tickets at Silver Star Resort in Canada. Show your payment confirmation at the Silver Star Resort counter to receive the discount. Valid for up to 10 x 50% discounted 1-day lift passes during the 2018/2019 Northern Hemisphere winter season. This international benefit is only available once you purchase your pass in full and is only available to be used in the 2018/2019 Northern Hemisphere snow season ending in April 2019.
How do I redeem Kiroro lift passes?
Pay for your Hero Pass in full by 1 December, 2018. Receive a lift pass (up to 3-days) at Kiroro Resort for every night of lodging booked through Kiroro Sheraton or A Tribute Portfolio Hotel. Valid for 2018/2019 winter season ending April 2019. At the time of booking make yourself known as 2019 Hero Pass holder.
Can I utilise the other benefits if I have paid the deposit?
If you would like to utilise any of the 2019 hero pass you need to pay in full. If you would like to do this prior to 30 April, please contact our ticket office.
If I pay in full in 2018, do I get access to Hotham and Falls Creek in spring 2018?
No you do not. However, the pass does however give you unlimited access to two Australian Alpine Resort (Hotham and Falls Creek) in 2019.
When will the price rise or the sale period end?
We have a limited number of passes available at the $799 (adult) and $459 (child and senior) price point. Once this number is reached the price will rise. We can’t guarantee a date so we would suggest securing yours sooner rather than later to avoid the Hero Pass price rise. However we can share that the 2019 Super Season Pass (Vehicle Resort Entry) is only available until Monday 8 October.
How many passes are available at the $799 and $459 prices?
The volume of the Hero Pass is commercially sensitive and we are unable to publicly share, therefore we strongly suggest you secure early to avoid disappointment.
Can I purchase the 2019 Super Season Pass (Vehicle Resort Entry) product by itself?
Yes you can but it can only be purchased online through the Hotham Online Shop.
Can I purchase a Hero Pass and the Super Season Resort Entry at the same time?
Yes. Please be aware that you need to add each product separately into the Hotham Online Shop basket.
What extra benefits do I receive with the 2019 Hero Pass
Please refer to the benefits table.
What does my refund protection cover?
For full details relating to the pass program and schedule please refer to our Terms and Conditions. If you purchase the Pass Protection at the same time as purchasing your Season, Hero or Any Day Pass you will receive the reassurance of a partial refund if you suffer injury or sickness which prevents you from further participating in skiing or snowboarding as outlined in Terms and Conditions.
What is the age for a child hero pass? What is the age of a senior?
- Children's Hero Pass is valid for those aged 6 - 18 years old as at 1 June 2019
- Senior's Hero Pass is valid for those aged 65 – 69 years as at 1 June 2019
- Guests 5 years and under and 70 years and older can take advantage of our complimentary season passes. You can obtain these online when you are purchasing your 2019 hero passes.
Is there a cancellation policy?
No, your Hero Pass deposit or purchase may not be cancelled. The Hero Pass is non-refundable and non-transferable. Pass protection is available to purchase at the time of purchase.