ManFromOz - I was similarly dissapointed at Breckenridge (not Vail, but still VA). The lift lines were ridiculously long and disorganized (the lift maze was half the size it needed to be). My wife was so fed up she quit at about 11:00 (a big mistake since the lines got much better in the afternoon). When she quit, I went to go see if someone could make up for the long lines. I filled out a comment card, and then went looking for someone who could do something to make it better. I visited the group sales/ season pass office, the main ticket windows and the guest services desk. They were all very friendly and understanding (and all asked me to fill out a comment card), but no one would do anything. At my local resort in Southerna California, we were authorized to do all sorts of things for unhappy guests (from free drinks to free lift tickets, depending on why they were unhappy). However at Breck, no one offered us anything to make us happy (honestly a free hot chocolate would probably have been sufficient to buy us off, although I decided to go big and request a partial refund). Unfortunately, my wife is now thoroughly displeased with VA, so it's unlikely that we'll be back skiing in CO. So, before talking about how great Vail customer service is, you might want to try it yourself, my local SoCal resort with 200 acres beats Breckenridge's hands down.