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,
We offer fee-free exchanges for our subscribers among performances of the same production. Single ticket exchanges are available subject to availability, and are subject to a $10 per ticket exchange fee. Technically, our written policies are that tickets may be exchanged up until the 4:00pm before the performance, but we will work to exchange subscriber tickets even up to curtain time.
We accept donated tickets back up until curtain.
Subscribers are also offered free standby tickets to a performance of the same production if they miss their performance.
Otherwise, extenuating circumstances can sometimes create other post-performance exchange opportunities for single ticket holders.