It was a nightmare of a crisis communications scenario for the Whistler ski resort where a ski lift tower collapsed, suddenly dropping riders in numerous gondolas almost to the ground and leaving several with minor injuries. But within 24 hours of the incident, officials had identified the cause (an undetected – and “undetectable,” according to one report) buildup of ice inside one of the support towers. Immediate inspections were conducted on all other lifts, and a clean bill of health was given. Officials say they stand by their inspection protocols, but they’re sure to be paying extra close attention to water and ice issues going forward. That’s small comfort for those who were hurt or terrified in the incident, but the bigger audience here is anyone else who’s thinking of a Whistler ski vacation in these times when every tourist dollar is worth its weight in gold. Then, of course, there’s the fast approaching 2010 Winter Olympics, to be held there as well (although the lift involved is not slated to be part of any Olympic events). What happened? What are you doing about it? What are you doing to make sure it doesn’t happen again? Whistler did a solid job in addressing those three crucial crisis situation questions – all that remains is to see is whether skiers will continue to put their trust in the facilities.
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