Heavenly Mountain COO said breakdown in protocols left woman in gondola for 15 hours

SOUTH LAKE TAHOE, Calif. - It wasn't the ski trip to Lake Tahoe that Monica Laso planned on having, but it certainly isn't going to be one she soon forgets.

Laso was skiing with friends on her first visit to Heavenly Mountain Resort last Thursday, January 25, when she became separated from them. According to interviews she's been giving to media outlets, Laso said she approached gondola operators at 4:58 p.m. to get a ride down the mountain. At 5 p.m., she said the lifts stopped for the day.

VP and COO of Heavenly Tom Fortune has reviewed the investigation into how the woman got stuck for 15 hours on the gondola.

“As the chief operating officer of Heavenly Mountain Resort, I am responsible for all aspects of mountain operations, including the safety of our guests," said Fortune. "We have rigorous protocols to ensure our gondola and chairlifts are fully unloaded each day. I have reviewed our investigation, and it is clear there was a breakdown in those protocols that day. I take full responsibility as well as ownership to ensure it is addressed so that it never happens again. I recognize the gravity of this guest’s experience and we all are grateful she was found safe and uninjured.”

Laso said she yelled out the small window of the gondola every time she spotted a staff member, but nobody heard her. Laso's friends reported her missing and the El Dorado County Sheriff's Office took a report at 7:54 p.m. on Thursday, Jan. 25.

On Friday, the gondola and other lifts started spinning and Laso was found after spending the night in a cold gondola cabin.

South Lake Tahoe Fire Rescue responded to the base of the gondola once Laso was discovered. According to Fire Marshal Kim George, the crew did an assessment at 8:28 a.m. and recommended she let them transport her to Barton Hospital for evaluation, but she declined.

There are still many questions, but this is the only information released by Heavenly at this time.