Company refusing the change the date of the tickets

[Tothebeach]

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 ?

I recently bought an item which I later realised I already had and then discovered it was non refundable. I was collecting it from the store and said immediately- before even opening it- that I would like to return it.

Well it was a big old faff and several members of staff said no, not possible, it’s non refundable. I stood my ground, very, very politely and said I knew I was in the wrong and was very sorry but since I hadn’t even touched the product or taken it from the store then surely there must be room for some flexibility?

It took a while and I remained absolutely polite and clear that I had made a mistake while looking for some assurance and eventually they refunded me.

Worth a try.

The OP is not asking for a refund. She wants an exchange, which seems perfectly reasonable to me.

Very poor customer service. I'd take it higher with the company. They aren't going to last long is they insist on being so intransigent.

Yes I believe distance selling rules allow 14 days cooling off period. Or try a PayPal dispute I use Paypal for everything they have so much clout.

Yes I believe distance selling rules allow 14 days cooling off period

You are incorrect. This does not apply to tickets for an event.

I often say that the measure of good customer service is not just getting things right, but how a business puts things right when something goes wrong.

Yes, it's the OP's fault but for the sake of goodwill and good customer relations, they should swap them over.

I agree with you OP this is really poor customer service. You've made a mistake, it happens, none of us are perfect. If the circumstances you describe are accurate (you notified them immediately, the event is several months away and there are still plenty of tickets left for both days) I think it is really dreadful that they won't help you out.

For all those arguing about non-refundable etc... I appreciate that by the strict letter of law they don't have to do this but any customer focused business will try to help you if they can.

I would persist a bit I think and if they're still as inflexible leave an honest review on Google/TripAdvisor and anywhere else you can. It infuriates me that people are so happy to accept bad service like this. It would definitely make me think twice about booking if I read about your experience because if they're this jobsworth about a ticket date just think what else they might be jobsworth about at the event.

It is annoying when you realised straight away. I can understand how they can't be changed later on in the day but it's so far away and if availability is there it seems ridiculous. Try to contact someone higher if you can, ask to speak to management.

If they're a small company running the event for the first time there's a decent chance they're using a third-party booking system, which means it's the third party who process the sales for them. So it may not be technically possible to change the booking dates without going through the other company and incurring an additional cost.

I remember my other half booked an experience day once on the wrong date ( I had already booked hotel) and it said you couldn't change it but as it was realised quickly they did change it. Fingers crossed for you.

No they don't - this doesn't apply for events with a particular date / time of performance (such as travel or events like this).

Can none of you go on the Friday? Do all the tickets need moving? Is it because you booked for the day on the Friday and actually they will be in school?

I often say that the measure of good customer service is not just getting things right, but how a business puts things right when something goes wrong.

Same here. I tend to think even more highly of a company that handles problems/mistakes (whether their fault or mine) well than I do of companies that don't experience any problems at all!

Good news! They called back and are going to try to sort it out! Disaster averted!

Good news! They called back and are going to try to sort it out! Disaster averted!

Excellent! I wonder if they saw this thread...

If it's a small company and this is the first time they've done something like this, they might not have the system in place for refunding tickets. Depending on the booking system they use, it can be a faff and their concern is probably that you could still use the old tickets eg if the tickets only say admit one rather than having an individual reference that are checked to see if they've already been used.
Pop the tickets on a local facebook page and then rebook for the day you want.

I agree with this. Unless the tickets are described as non-exchangeable as well. Perhaps this is why they're thinking again.

Some people on here aren't half obtuse.

Yes they're within their rights, but its still shit customer service when she just wanted to swap from one date to another.

I would absolutely expect the customer service level to be representative of the whole experience

So would I, but at least I suppose it now sounds as if they're sorting something

I'd say "good news" OP, but if it turns out to be what FatherJack so accurately termed a "Crapland" you can come back to tell us about it!!

I think that's really mean and harsh. They should use discretion in these cases.

It's no loss to them to swap the day.

OP I think you have a statutory right to cancel your order within 14 days:

www.gov.uk/online-and-distance-selling-for-businesses

You made a mistake.

Just buy them on the correct date, suck up the cost, then try again at getting a refund on the other tickets (once you've repurchased the correct date) and if they refuse (which is well within their rights) then sell them online.

I'm really pleased they are going to sort it out. It's months away and it's just a change of date not a cancellation, it would be very harsh of them not to allow you to do that.

Glad they did the right thing.

The people telling you to suck up the cost must be seething 🤣

There’s a small company that does light trails near me. Although they state in Ts & Cs that tickets are non-refundable, you can get them swapped to a different day and pay any uplift in pricing, as long as your booked date is at least 7 days ahead.

You could try contacting them and pointing out that their competitors seem able to accommodate these requests?

I always think that on threads like these!!