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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Company refusing the change the date of the tickets

116 replies

Tothebeach · 27/09/2023 10:59

I booked tickets to go do a Christmas lights trail with friends and family and managed to book the tickets for the wrong day. I realised straight away and email them last night and call them today to ask to change for 2 days later ( tickets still available). They refuse to do so, I am so upset, I can’t go on that date and neither some of the other families. The tickets are non-refundable. AIBU to think this is really poor customer service especially for a Christmas event not even sold out yet? Is there anything I can do ?

OP posts:
User183642 · 27/09/2023 11:04

How many are in the group?
A lot of these places don’t allow large groups to visit on peak days (usually Friday-Sunday) and the days between schools finishing and new year especially if they offer a group discount as they want to leave capacity open for smaller groups paying more per person.

User183642 · 27/09/2023 11:06

And even where there is no discount larger groups usually spend longer walking through these things and are more likely to block paths etc so even then it is not unusual for them to restrict group size on busier days in order to get the most possible people through.

user1497207191 · 27/09/2023 11:07

YABU if the T&Cs say that they're not refundable/exchangeable, which most venues/attractions have these days.

YANBU if you couldn't have known beforehand that they weren't refundable, i.e. their T&Cs weren't available to view before you booked.

So the crux is, did you check the T&Cs beforehand and did you know they weren't refundable/exchangeable - if so, you should have been more careful and double checked before pressing "buy now".

anon12345anon · 27/09/2023 11:16

I think that's harsh of the company Sad hope you get it sorted out Op...

Original poster
Tothebeach · 27/09/2023 11:18

There are 15 of us, kids used to go to school together. Tickets booked for a Friday and need them moved to a Sunday, no discount.
It does say the tickets are non-refundable, I knew that. Never booked the wrong date before and after I realised I wrongly assumed they will try to accommodate but apparently they don’t have a system that can process it. I know of other venues that are willing to change dates if no loss to them.

OP posts:
WandaWonder · 27/09/2023 11:21

If they are non refundable they are non refundable that would not be refundable because your reason is more important to you than others

2PintsOfCidernaBagofCrisps · 27/09/2023 11:21

I'd re-book for the days I wanted (as you say they are still for sale) and try to sell on the tickets for the other wrong day, via social media, word of mouth between all the families etc. You might take a bit of a loss to incentivise the sale but surely its better than a 100% loss?

molotovcupcakes · 27/09/2023 11:21

Try to look up and get in touch with the higher management in the company?
It does seem harsh I booked the wrong day at Premier Inn and they did swap it so other companies do it no matter what the T’s & C’s are.

PinkRoses1245 · 27/09/2023 11:22

WandaWonder · 27/09/2023 11:21

If they are non refundable they are non refundable that would not be refundable because your reason is more important to you than others

this. they have to stick to their own T&Cs. I'd book the new date and try and sell the old tickets viia a local Facebook or something.

BoohooWoohoo · 27/09/2023 11:22

Your only choice is to sell the tickets and buy new ones. I've seen people on my local FB selling pages offering tickets. One person buying 15 tickets may be unlikely but if you split them then you might find some takers.

BodegaSushi · 27/09/2023 11:23

That's a shame OP. Even with non/refundable tickets, I've always been able to get them changed to another day. You're not asking for a refund anyway! That's poor of the business

Kyokyo · 27/09/2023 11:24

What do the T&Cs actually say ? Sometimes with online bookings there is a small clause where it says if you realise you have made a mistake with "x" amound of time, you can change or refund. It can be a very small window, but I am sure I have booked train tickets with LNEr and it says if you have made a mistake you have 30 mins to cancel without charge etc. Something to do with the fact that its online/distance selling.

NoSquirrels · 27/09/2023 11:27

If those are their T&Cs then it’s buyer beware, and you made an expensive mistake. It sucks, and you might not like the customer service if it, but if they can’t/won’t then that’s that.

Book the Sunday, and try to sell on the original tickets. I’m sure you’ll make your money back if it usually sells out.

PosterBoy · 27/09/2023 11:31

That's crap customer service. Regardless of T+C. They could try harder if they wanted to.

Write to the CEO, see if it changes anything

People on mn are total wusses for pushing for anything - it's all 'ooooh the rules'. Pushy often gets you what you want though.

Original poster
Tothebeach · 27/09/2023 11:31

Thanks everyone, I’ll try to contact them again and maybe speak with higher management but it’s a small company and I think it’s the first year they organise this particular trail. If all fails I’ll try to re-sell at least some of them but definitely not buying new tickets, I have no desire to use the company again

OP posts:
Fiddlerdragon · 27/09/2023 11:40

I think it’s really poor of the company regardless of their ‘T&C’s’. If there are spaces available then why just not be a dick and reissue the tickets? I’d feel awful for so many people to lose out over a mistake (no matter who made it) and would help them if I could. I made a mistake a few days ago when booking an extremely expensive and popular Christmas event. I wasn’t aware that there were 2 of the venues in the UK and accidentally booked one 200 miles away instead of 4. My heart sank when I read it was non refundable, but I rang them up and they were very sympathetic, he said ‘of course I don’t expect you to travel all the way down here’, and swapped the tickets over immediately. It’s not cost them anything but 30 seconds of slight inconvenience 🤷🏼‍♀️

KarmenPQZ · 27/09/2023 11:42

I’m sure there’s legally a 24 hour ‘cooling off’ period as part of your statutory rights for exactly this reason. Maybe that was an EU legislation tho that we lost as part of brexit. Have a google.

ididntthough · 27/09/2023 11:44

That is very annoying because most event tickets for plays and the like they say are non refundable but they will generally let you exchange subject to availability (the exception being big gigs etc).
Super disappointing but it is generally discretionary so I'm not sure what recourse is other than keep asking - or try credit card. Some have handy policies in the small print for mishaps etc.

ZebrasLoveLions · 27/09/2023 11:44

user1497207191 · 27/09/2023 11:07

YABU if the T&Cs say that they're not refundable/exchangeable, which most venues/attractions have these days.

YANBU if you couldn't have known beforehand that they weren't refundable, i.e. their T&Cs weren't available to view before you booked.

So the crux is, did you check the T&Cs beforehand and did you know they weren't refundable/exchangeable - if so, you should have been more careful and double checked before pressing "buy now".

This.

Hufflepods · 27/09/2023 11:47

The tickets are non-refundable. AIBU to think this is really poor customer service especially for a Christmas event not even sold out yet?

You booked a non refundable ticket. It isn't poor customer service for them to stick to their policy.

ReviewingTheSituation · 27/09/2023 11:53

By not going you are cutting off your nose to spite your face.
Yes, it's annoying that they won't change, but they have done absolutely nothing wrong here - they stated non-refundable, you knew it was non-refundable before booking, and you booked wrong.

Lights trails are usually really popular, so you're bound to be able to sell the tickets. By not buying them for when you actually wanted them, all the other people you planed to go with are missing out all because the company won't do what you want them to (when they are under no obligation whatsoever to do so).

I think there's nothing to be gained here by being annoyed at the company - they are completely in the right.

(Think of the bigger picture - imagine if loads of people changed their minds and wanted different days, and got wind of the odd refund here and there... it would be carnage. Having a completely black and white policy is the best way, annoying as it is when user error is involved).

ThinWomansBrain · 27/09/2023 11:55

if that's there t&cs, they don't have to...

Have you tried tweeting your complaint - depends on how social media aware the company is, but might get a result.
Shift (but honest) review on TrustPilot?

caerdydd12 · 27/09/2023 11:55

KarmenPQZ · 27/09/2023 11:42

I’m sure there’s legally a 24 hour ‘cooling off’ period as part of your statutory rights for exactly this reason. Maybe that was an EU legislation tho that we lost as part of brexit. Have a google.

I believe where a specific event date is quoted and "services relate to leisure activities" these are, and have always been, exempt from a cooling off period.

ReviewingTheSituation · 27/09/2023 11:57

ThinWomansBrain · 27/09/2023 11:55

if that's there t&cs, they don't have to...

Have you tried tweeting your complaint - depends on how social media aware the company is, but might get a result.
Shift (but honest) review on TrustPilot?

A shit review on TrustPilot would be really poor form. They haven't done anything wrong.
They haven't done what OP would like them to do, and they haven't done what some other companies would do, but they are absolutely not in the wrong here.

It's not bad customer service to have clear policies and stick to them!

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