Would you be willing to share your missed performance policies with me? Our subscription shows run for about 4 weeks. Our standard exchange policy allows the patron to exchange up to the day of the performance for a nominal fee but we do not exchange tickets once the performance has passed. However everyday we are receiving calls from patrons who missed their show for one reason or another asking us to exchange their tickets after the fact. (The reasons range from death in the family to vacation so it isn't really a matter of making an exception for extraordinary circumstances.) It is becoming a significant issue for us so we are at the point to see what the industry standard is for handling these types of exchanges. Do you allow patrons who miss their show to exchange their tickets after the fact? If so, do you have any fees or restrictions? I would appreciate your feedback on this issue.
Thanks in advance,
Elizabeth Carlock
Hi Elizabeth:
Here are our policies:
Subscribers may exchange up to 24hrs prior to curtain with no fee. If they call day of show we will except the ticket back as a donation only.
Missed show: We charge $20 per ticket for anyone who has missed a show providing we have avails.
Single ticket buyers are allowed to exchange for $5 per ticket up to 24hrs prior to curtain.
If there was an emergency or we have a long term subscriber who calls day of show we will in certain circumstances issue a house credit that expires at the end of our season.
Hope this helps!
Michelle