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Post by Deleted on Apr 11, 2020 19:11:52 GMT
I'm in the same boat as others with the Barbican - have four fairly pricey bookings with them and since giving my bank details, nothing. I'm sure it will turn up but the lack of information is annoying for such a big organisation. Their booking systems have always been very clunky though.
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Post by artea on Apr 11, 2020 20:49:59 GMT
ATG are still selling tickets for Sunday in the Park with George. Why? There is zero chance that this production will go ahead. Tickets are now listed as non-refundable. You can pay £2.75 to "protect your non-refundable tickets" but this insurance, which claims to provide a "worry-free ticket purchase" doesn't of course cover coronavirus, the very reason the production will be cancelled. So what are prospective ticket-buyers being offered - apart from the chance to donate? Plus there's the usual £3.65 fee.
The Barbican had tickets for Glass Menagerie on sale until recently but it has finally been cancelled.
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Post by artea on Apr 11, 2020 20:55:54 GMT
Most of my refunds/credit notes/donations have been very smooth - however the two biggies I have outstanding are the Southbank Centre and the Barbican. For both of them, the first of the dates for events which I should have gone to have now passed, and for both of them, they've asked what I want to do (in both cases, I can't really afford the full amount to be donated, so I'm looking to get a full refund and then donate a portion back). Southbank Centre initially asked for an email to say what I wanted to do, and then later offered a webpage for me to do the same thing. Barbican asked for my bank account details (rather strange when they already have my credit card info), but again nothing has been returned. I'm due several hundred pounds from both of them for events already cancelled. I'm in a similar position. I've had one specific email from SBC re. San Francisco Orchestra cancellation which promised an automatic refund within 28 days of 13 March. I've heard nothing. Otherwise I've just had one generic email from each of the Barbican and SBC.
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Post by Deleted on Apr 11, 2020 22:52:28 GMT
ATG, Edinburgh and Wimbledon: Filled in their COVID-19 form several times to no avail, called their after-sales line the other day and managed to get refunds for 2 of my bookings by which I paid by card, and for a Theatre Token booking, I accepted a credit voucher as they were giving Theatre Token customers an extra complimentary £10 credit voucher. Had to stay on the line for quite a while but the staff on the phone were helpful and friendly.
For one booking my tickets had been transferred automatically to a new date but I couldn’t make the new date - the email said to call their after-sales line if there were any issues, so I just thought to deal with all of my bookings in one call.
Newcastle Theatre Royal: The show I had booked for is being rescheduled to March 2021. I emailed to ask what the procedure would be, and got told they would be contacting people individually and will either transfer your tickets to any of the new dates, or refund you.
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Post by Deleted on Apr 12, 2020 4:10:23 GMT
ATG are still selling tickets for Sunday in the Park with George. Why? There is zero chance that this production will go ahead. Tickets are now listed as non-refundable. I suspect it's because until they're told it's not going ahead they have to keep selling tickets as if it is. Can you imagine the lawsuits that would happen if someone took tickets off sale because they thought an event probably would be cancelled and then it wasn't? That decision can only be taken by the person with the authority to make it, and for whatever reason they haven't yet made it and informed everybody who needs to know. As for tickets being non-refundable, that doesn't apply to cancellations. If a performance is cancelled then the other party hasn't fulfilled the terms of the contract so they don't get to keep the money.
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Post by Rory on Apr 12, 2020 6:15:18 GMT
I may be being unduly naive or optimistic but surely ATG can't write out to say that they are are working with producers to reschedule events, with dates to be confirmed by the end of the month, if they actually have no intention of doing so? I got such an email for The Doctor and will be very annoyed if it wasn't sent in good faith. If false, it would just make for a bigger admin nightmare and weaken consumer confidence further, no? realmissbarnaby any assurances on this would be helpful and thank you for all your hard work.
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Post by talkingheads on Apr 12, 2020 7:28:32 GMT
Not sure where else to post this, apparently Cameron Mackintosh has sacked all staff including actors, dancers and musicians.
It is worth saying that a few people on Twitter have debated the veracity of the claims made and the bloke in the video is very defensive in reply, but it does seem that the facts are true.
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Post by jcs619 on Apr 12, 2020 8:46:42 GMT
Interesting that Mackintosh states in his email that he had been privately told that theatres won’t reopen until mid September at the earliest but his company and many others are still selling tickets for June onwards...
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Post by Deleted on Apr 12, 2020 9:53:46 GMT
Regarding the Barbican, I've had a look on twitter, can't see any evidence of anyone having received a refund yet, lot of tweets asking about events going back to mid-March, and the Barbican's responses are alternating between either
and
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Post by amp09 on Apr 14, 2020 8:58:47 GMT
Has anybody had any contact with Encore tickets? I’d emailed on 22 March in which they were quick to reply and offer a voucher or refund. I accepted the refund which they agreed would take 3-5 working days. I emailed a week later to check as the agreed period had passed and no money. They replied that 10-15 days was now advised, which has also now passed and still no refund. They aren’t replying to any of my emails now, and I’m slightly worried.
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Post by talkingheads on Apr 14, 2020 9:20:25 GMT
I'm not quite sure of the legality of this, but I can see a lot of lawsuits in Ticketmaster's future! They have changed their policy to state that refunds will no longer be given on postponed events. Correct me if I'm wrong but they can't do this can they? You buy your tickets based on the policy at the time of purchase not anything published hence surely? lambgoat.com/news/32963/Ticketmaster-changes-refund-policy-amid-COVID-19-outbreak
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Post by horton on Apr 14, 2020 9:42:18 GMT
If there was a clear timetable of how this pandemic will proceed, agencies, theatres and producers would make definite decisions.
However we just don't know a) what the bug will do and b) how the government will respond. Will we be allowed to open theatres in July? August? September? January?
Will open air theatres open earlier? Will theatres have to sell alternate seats?
None of us know, which is why producers, theatres and agencies are trying to tread water as long as patience allows.
I have huge sympathy for all ticket outlets- they simply do not have systems on stand-by to deal with this many exchanges/ refunds all in one go- emergency plans are one thing, but who could reasonably envisage the closure of all events nationwide for 3- 6 months? I don't think it's something any of use could have imagined.
There is so much uncertainty at present, I think the wisest strategy is not to make promises that can't be fulfilled later.
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Post by clair on Apr 14, 2020 9:52:29 GMT
Called Cadogan Hall today as I can't make the new Louise Dearman date - no problem, immediate refund back to my card, not even asked if I would donate/take credit to my account (which I would have as I go there often enough). Great service and nice to have one done so easily
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Post by lou on Apr 14, 2020 11:08:30 GMT
I'm not quite sure of the legality of this, but I can see a lot of lawsuits in Ticketmaster's future! They have changed their policy to state that refunds will no longer be given on postponed events. Correct me if I'm wrong but they can't do this can they? You buy your tickets based on the policy at the time of purchase not anything published hence surely? lambgoat.com/news/32963/Ticketmaster-changes-refund-policy-amid-COVID-19-outbreakThis is for the .com site isn’t it? Assume there are different laws in the US for this.
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Post by partytentdown on Apr 14, 2020 11:13:28 GMT
Regarding the Barbican, I've had a look on twitter, can't see any evidence of anyone having received a refund yet, lot of tweets asking about events going back to mid-March, and the Barbican's responses are alternating between either and I have to say, my patience is wearing a bit thin with the Barbican now - I understand they're a relatively small organisation in the grand scheme of the world, and that none of this is their fault, but I've seen absolutely no evidence of any refunds being processed yet, and it's now been almost a month since this all kicked off. Many people are still due refunds for events cancelled 2 weeks ago. Are they really that far behind? They should at least be sending out a holding note to explain the delay. If other organisations of their size can do it, they should be able to as well.
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Post by talkingheads on Apr 14, 2020 11:18:13 GMT
I'm not quite sure of the legality of this, but I can see a lot of lawsuits in Ticketmaster's future! They have changed their policy to state that refunds will no longer be given on postponed events. Correct me if I'm wrong but they can't do this can they? You buy your tickets based on the policy at the time of purchase not anything published hence surely? lambgoat.com/news/32963/Ticketmaster-changes-refund-policy-amid-COVID-19-outbreakThis is for the .com site isn’t it? Assume there are different laws in the US for this. I think it applies to all Ticketmaster venues. A friend of mine works in one and Ticketmaster did this - without even notifying them! They are trying to leave Ticketmaster but the red tape is so tangled it's incredibly difficult. UPDATE It does seem that in the UK, they have now clarified (i.e. hurriedly rushed out a statement after such enormous backlash) that people will in fact be able to claim refunds. www.nme.com/news/music/ticketmaster-criticised-for-coronavirus-refund-policy-2646164
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Post by Deleted on Apr 14, 2020 15:16:29 GMT
I have to say, my patience is wearing a bit thin with the Barbican now - I understand they're a relatively small organisation in the grand scheme of the world, and that none of this is their fault, but I've seen absolutely no evidence of any refunds being processed yet, and it's now been almost a month since this all kicked off. Many people are still due refunds for events cancelled 2 weeks ago. Are they really that far behind? They should at least be sending out a holding note to explain the delay. If other organisations of their size can do it, they should be able to as well. Yes, same here. They seem to be handling this significantly less well than the National or Southbank Centre (or outside theatre, the BFI) who are all comparable in terms of size. And because they changed their systems recently, there's no way of checking your order history online, and once you've entered your bank details there's no way to go back and check the details you gave them. In other news - just got an email from DMT confirming my DMT+ membership for a year once the theatres reopen, after I took a credit for some tickets rather than a refund.
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Post by Deleted on Apr 15, 2020 11:10:22 GMT
Tweeted the barbican today as its now 2 week since I gave them my bank details
Have now emailed them which got an auto-response asking me not to email them
Then got a follow-up email:
So basically - no news.
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Post by Forrest on Apr 15, 2020 11:23:20 GMT
Wow, and there I thought I may be one of the few who are 'forgotten' by the Barbican.
I am surprised to see how poorly they are handling the situation, compared to all other venues. But I guess there's nothing else to do but wait...
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Post by floorshow on Apr 15, 2020 11:25:23 GMT
Just received a RAH cancellation with auto-refund for ticket and parking, no messing around.
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Post by Deleted on Apr 15, 2020 11:28:10 GMT
Wow, and there I thought I may be one of the few who are 'forgotten' by the Barbican. I am surprised to see how poorly they are handling the situation, compared to all other venues. But I guess there's nothing else to do but wait... I think it would help if they would say "so far we have got as far as refunding performances up to [date]" or whatever.
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Post by Forrest on Apr 15, 2020 11:39:19 GMT
@xanderl, you are absolutely right, some information and reassurance that things are moving would be nice. The Barbican and the Boulevard are the only venues I've asked for a refund from, and while Boulevard managed to handle it with speed and grace, Barbican really seems to be struggling.
I've already donated the money they owe me towards a different cause, so I'm not really in a rush to get it, it will just fill a 'gap' in the account, but it's a good indication of how they have a lot to learn about crisis management.
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Post by lou on Apr 16, 2020 14:46:12 GMT
I sent Nimax a message as I hadn't heard about my 2nd May booking for City of Angels and others going after me had. They replied saying that everyone should have received an email with their options for refund/swaps so if you haven't it is probably worth getting in touch with them.
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Post by clair on Apr 16, 2020 15:54:14 GMT
So far I've had 14 things either rescheduled or cancelled through 13 different companies - all dealt with efficiently and professionally (well, BA was that when I finally got through on the phone after days of trying!). The only exception being ATG and I'm still waiting on that one, nothing but a vague, general email.
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Post by partytentdown on Apr 16, 2020 16:33:31 GMT
So far I've had 14 things either rescheduled or cancelled through 13 different companies - all dealt with efficiently and professionally (well, BA was that when I finally got through on the phone after days of trying!). The only exception being ATG and I'm still waiting on that one, nothing but a vague, general email. Gearing myself up for the BA phone battle (have a flight to the US in early June which I strongly suspect is now off!). Any tips for getting through?
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