We have a compose your own season right now that gets the customer vouchers if they don't want to pick their concerts right away. They then have to bring the vouchers in to redeem them for their chosen concert. It's very clunky, so we're looking at ways that we can change this so that they can redeem them over the phone. How is everyone else doing this?
Thanks
Melissa O'Shea
Hi Melissa,
We've had this type of flex pass for a long time and over the years have decided that we no longer require the passes be returned to us.Our ticket office simply tells the patron on the phone to tear up x amount of passes for their own records.Normally this is not a problem but from time to time you do get someone calling in saying that they have x amount of passes in their possession but which have already been redeemed.
We, too, redeem Flex Passes by phone but we do it as an exchange. The patron reads the number on the Flex Pass, the ticket rep releases it and pulls the ticket at the corresponding price type. That way usage can be tracked even if the passes are distributed as gifts.
Christine Yundem
Ticket Office Manager
Milwaukee Repertory Theater
From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Ryan Rowell Sent: Thursday, June 04, 2009 2:41 PM To: Christine Yundem Subject: Re: [Tessitura Ticketing Forum] Flex passes
We've had this type of flex pass for a long time and over the years have decided that we no longer require the passes be returned to us. Our ticket office simply tells the patron on the phone to tear up x amount of passes for their own records. Normally this is not a problem but from time to time you do get someone calling in saying that they have x amount of passes in their possession but which have already been redeemed.
From: Melissa O'Shea <bounce-melissaoshea4136@tessituranetwork.com> Sent: 6/4/2009 11:47:56 AM
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Ours is done as an exchange too but I don't think they require the ticket number to do it, I think we just go down the line.
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For both of you:
Do you have a cutoff time of when you let them redeem by? I'm concerned that if they show up at the door, the time it would take to exchange and rebook could be a problem.
We sell Flexible Passes as well and allow customers to redeem (i.e. exchange) these over the phone. The Pass number is simply the combination of the numerical Row and Seat numbers (i.e. Row 15 Seat 12 = Pass 15-12).
We do ask patrons to book these a minimum of 24 hours in advance so that we don't have to do any processing of these at will call.
The last element is that we do have the patron bring the pass in marked 'void' in order to pick up the actual tickets. This really helps reduce the possibility of a patron having too many passes in hand. Our email order confirmations will display a note to this effect if the Order Category is 'Exchange'. It's pretty sweet.
I don't think this has really been a problem. since we allow them to redeem over the phone they normally do so. Also it doesn't really take to long to do an exchange.
We use gift certificates to track our flex passes, which allows our customers to redeem their passes online. It works great from a customer perspective, but the setup is extremely complex and includes building special payment methods, price types, a package, and a bunch of custom elements that tie it all together. Is anyone doing online redeption using ticket exchanges?