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
Hello, here is the exchange / missed performance policy that we use:
If a ticket has been purchased through the Public Theater (web, phone, in person) we will allow them to exchange their ticket for another performance of the same production, if there are seats available. We should be charging an exchange fee if they are not a member or partner. Yes, that means that we will allow student tickets to be exchanged for a fee (unless they are members.) We request that exchanges be made at least 48 hours before their currently scheduled performance but exceptions can be made with manager approval.
If a full price ticket has been purchased through Today Tix then they must contact Today Tix for a refund or exchange. We cannot do those here at the Public. Our records must match what Today Tix has for financial reasons so we cannot/ should not make any changes to an order from Today Tix. The same goes for tickets purchased through TDI/ Broadway.com or TDF. At this point in time, those are the only 3rd party sellers that we have an actual relationship with. Stub Hub and sites like those have no relationship to the Public Theater and we are therefore unable to do anything with tickets that were resold though those sites.
Today Tix Lottery tickets cannot be exchanged.
If someone has given The Public Theater money for a ticket we will allow them to past date if they miss their performance. This includes Today Tix Lottery tickets, Full price Today Tix sales, TDF and TDI/ Broadway.com. This does not include Stub Hub or other 3rd party resellers.
As a reminder, here is our official Past-Date Policy language:
“If you are unable to use your tickets, you may be able to use them for a subsequent performance of the same show. Call us on the day you wish to attend. If we have space available, we will issue a complimentary pass against your paid ticket. If you want to come to a matinee, you may call the day before to make arrangements.”