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Original poster

No refunds for 'worry free' Matilda booking

75 replies

soozw · 16/12/2021 14:56

Probably not many people are thinking of booking Matilda theatre tickets at the moment but if you do, be warned that their 'worry-free booking' is a joke. My son had covid symptoms (persistent cough and temperature) on the day we were meant to see the show. I took him for a PCR test. Of course he had to self-isolate so we couldn't go. I had bought ticket refund protection but they refused to provide a refund despite showing them the legally enforceable requirement for my son to isolate until his test came back. What was i meant to do? Go anyway? Break the law? Infect everyone? Thankfully it wasn't covid but how were we to know? There is no apparently no appeal. If anyone knows of any other way I can complain about the process can you let me know? The best I can think of it at this point is just to warn everyone you just might be throwing a lot of your money away if your child gets a cough or cold.

OP posts:
Original poster
soozw · 16/12/2021 15:01

I have response to say my refund was rejected because !It is reasonable to expect that a test could be taken within a timeframe to have the results BEFORE the event. If negative, obviously there is no issue - if positive you have supporting evidence for a successful refund application. As this did NOT occur – the application remains declined. My son was tested at 1pm on the December 1st and we were meant to be at the theatre for a 7pm start!! Surely this is not legal???

OP posts:
bagofconkers · 16/12/2021 15:09

That sounds unreasonable! What do the terms and conditions of the booking guarantee say?

SickAndTiredAgain · 16/12/2021 15:11

Surely this is not legal???

What did the terms and conditions say when you booked? Sounds annoying because of course you can’t guarantee that you’ll take a PCR in enough time to get the results back but they can put that rule in if they want surely - It’s not discriminatory.

CatJumperTwat · 16/12/2021 15:16

What terms did you sign up to when you bought the protection? Because the one I can see online clearly doesn't include refunds for isolation.

Starcaller · 16/12/2021 15:18

Was it actually through the Matilda theatre company? Or was it a third-party ticket site?

OneRuleForThem · 16/12/2021 15:19

I think you are BU and I’m sure it’ll be in the terms and conditions. I’m sure it means by “worry-free” that if you can’t go because you have covid then you would get a refund/alternative day to go. But your son didn’t have covid, so they are not going to refund you. Is that right?

Starcaller · 16/12/2021 15:21

Was it this?

'If you test positive for COVID-19, display symptoms, are asked to isolate by NHS Test and Trace, or your local COVID-19 tier prevents you from attending, you can exchange your tickets.

  1. If the show is cancelled due to COVID-19 or any other reason, you will be offered a free exchange or refund.
  2. If the show is going ahead and you are able to attend, there will be no exchange or refund available'
minipie · 16/12/2021 15:22

I guess the problem is they need something which is objective evidence you couldn’t go.
Otherwise people could just change their mind, say they’re awaiting PCR results and claim the refund.

I agree it’s a bit misleading to call it “worry free booking” when there is clearly this gap, ie people who develop symptoms in the 24/48 hrs before the show who will be waiting for a result.

WTF475878237NC · 16/12/2021 15:23

That's terrible. I'd complain on their Twitter feed too.

WheelieBinPrincess · 16/12/2021 15:23

Well don’t you want to see it anymore?

Surely the ‘worry free’ aspect is being able to choose an alternative date?

DaisyNGO · 16/12/2021 15:23

I think we need more info.

MrsColon · 16/12/2021 15:23

Will they not offer an exchange?

minipie · 16/12/2021 15:25

Ah well if they will offer an exchange but not a refund then sympathy all gone

If they are refusing an exchange: I would use the argument that you are instructed to isolate if you have symptoms whilst awaiting PCR result. If you still have the PCR booking email, it says so: “If you have symptoms, self-isolate straight away until you get your results. Do not leave home, except to post a test kit or for a PCR test appointment.” So therefore, you could say you fall within the “instructed to isolate by Test & Trace” category and are entitled to an exchange.

girlmom21 · 16/12/2021 15:26

To be fair you agreed to the terms and conditions and it doesn't sound like that includes a refund if you have symptoms.

PerseverancePays · 16/12/2021 15:26

As an aside, we took our grandson , albeit seven years ago, and every line was so over enunciated it was very hard to understand a word. And the singing was shrieking all the way through. We didn’t enjoy it t all. The child actor that played Matilda did a fantastic job delivering her lines, and you couldn’t fault them for enthusiasm, but it would have been nice to know what they were on about. We left half way through.

KrisAkabusi · 16/12/2021 15:28

Did you ask for an exchange on the day?

IgneousRock · 16/12/2021 15:28

I think the problem is that, if you decided you didn't want to go for any reason at all, you could just take your child for a PCR and say you were awaiting the results. They have no proof that he actually had symptoms.

daretodenim · 16/12/2021 15:41

@IgneousRock

I think the problem is that, if you decided you didn't want to go for any reason at all, you could just take your child for a PCR and say you were awaiting the results. They have no proof that he actually had symptoms.
Absolutely this.

But...

..then they're opening the gates for people who understand the policy to delay getting the test until after...

They'd be better off requesting proof of the test and result within a certain time frame, regardless of the outcome. Most people won't book/get a test (especially for kids!) to avoid going to the theatre.

Aprilx · 16/12/2021 15:44

@soozw

I have response to say my refund was rejected because !It is reasonable to expect that a test could be taken within a timeframe to have the results BEFORE the event. If negative, obviously there is no issue - if positive you have supporting evidence for a successful refund application. As this did NOT occur – the application remains declined. My son was tested at 1pm on the December 1st and we were meant to be at the theatre for a 7pm start!! Surely this is not legal???
I think you are pretty unreasonable and a bit naive if you think you can get a refund of theatre tickets by claiming covid symptoms 6 hours before a show! I would expect the refund to be for confirmed cases.
smashingbaubles · 16/12/2021 15:55

You’re being really unreasonable. I’m sure it will have been in the T&C’s if you read them properly. Why would you expect to get a refund for this?

whynotwhatknot · 16/12/2021 16:11

so you had extra insurance and they still didnt refund

mummabubs · 16/12/2021 16:27

Did you purchase direct from the Cambridge theatre OP? Or a third party?

I've learnt to always read T&Cs with so-called ticket protection, case in point: we booked winter wonderland tickets a couple of weeks ago and I was worried we'd waste £60 by not being able to go if anyone caught covid. The website advertised that you could get cancellation insurance for an extra £5, but when I read the small print it would only cover illness in general for the person who was ill (ie not anyone who was isolating if it was covid) and only if that person had a doctor's sick note specifically stating that illness would have prevented them from going to the winter wonderland on that day. So in other words utterly useless. Thankfully we were still able to go but I know of several people who got stung by this and thought they'd get their money back but didn't.

MarmitesMyMate · 16/12/2021 16:29

This is why people are going out with symptoms!

BellaChagall · 16/12/2021 16:34

Did your son test positive?

MadeOfStarStuff · 16/12/2021 16:35

My local theatre will exchange tickets for covid reasons as long as you contact them before 10am on the day of the show. Was there a deadline you missed that you had to contact them by?