To think the refund policy for west end shows is a joke

[PeachPandy]

I have booked 9 tickets to see a show on Saturday. Just been told by one person they have the flu. They sounded awful on the phone. I said “no worries, I will ring the box office and see what they can do”. Oh my gosh. Unhelpful was an understatement. I asked if we could part exchange - ie book two tickets for a later date. The person on the phone said “no”. Silence. I then asked if there’s anything they could do to help me out. “No”. Silence. Only the whole booking can be exchanged.

Im not asking for a refund. Just really fucking unhelpful!

Is this in line with their policy which was available when you booked? Just one of those things really.

Sell the single ticket and then rebook

I would never have expected any sort of change/refund on tickets due to illness - unless you took out the ticket insurance? What do the T&Cs of that say?

It just depend on the theatre because I had the same problem as you 2 weeks ago and the theatre couldn’t have been more helpful. Less than 24 hours before the performance I paid for I was offered either a credit or to swap 2 tickets for a performance later in the run. I did the latter. New tickets in my inbox 3 minutes later.

They can't resell the tickets at such short notice so it will be a loss to them, not an exchange.

So you could move all 9 tickets, but not just 2 of them?

Surely they would be more likely to be able to resale 2?

Think I misunderstood your comment.

yup the only option was to exchange the whole booking of 9

This is why they sell insurance with the tickets.

You wouldn't just be able to change a holiday because of the sniffles they are a business at the end of the day

well who paid for the tickets?
the person with the flu will be out of pocket if not you, perhaps they can organise a replacement

Which show? Name and shame!

Its so unfair - given how much they charge, they should be more flexible.

Put the ticket on Twickets for a little less than was paid for it and accept offers

If it’s anywhere near a half decent show then it will sell.

You spoke to one person and have somehow decided there is a single refund policy for the whole of the west end and it's unacceptable to you?

Surely if the person can't go because they are ill, that is their issue?? Tickets are non refundable unless you take out insurance, did you take it out?

The theatre will probably find it very difficult to sell one ticket!

I always get ticket insurance when I purchase theatre or gig tickets - usually you get offered it as part of the buying process. The one time I had to claim on insurance, the money was in my account within an hour of submitting the claim. Very impressed.

We were asking for two tickets to be pushed back

There T&Cs will be clear, but the big issue seems to be a very rude staff member.

It’s because it’s a single booking, they can’t split it. You are lucky they even offered for the whole booking, my assumption was no returns

This. I've used Twickets on a number of occasions and it's brilliant.

It is unfortunate, some theatres are still allowing Covid style cancellations and rebooking but plenty don’t and offer insurance. Last year we had tickets which had a 72 hour confirmation policy. We did but the following day I had an accident which meant I could not go. Theatre would not accept return or reschedule at short notice so ds went instead. Does the box office offer resale on returns? Could you offer them outside the theatre on the day if a popular show?

not sure what is like with the west end, but i buy my gig tickets via a ticket portal so that i can add insurance (which covers illness with a doctor's certificate) so i don't have to worry. Adds a few euros to the cost of the ticket, but to me it's worth it

You could ask around and see if anyone knows anyone who’d be interested in joining you at the theatre.

I think it depends on the show. I had 4 tickets booked through Kidsweek for Witness for the prosecution a couple of summers ago and we couldn’t attend due to a death in the family. They refunded immediately and couldn’t have been nicer.

You might be able to get someone to buy on the day, although they will be looking for a bargain so you might have to take a hit on the price. I was looking for a £20 ticket and one guy had an amazing ticket…. £145 I think. I paid him £50.

Christ alive. Theatres struggling to stay in business

most are half empty

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