I'm currently researching ticket exchange policies. What policies does your organization have in place? Do you allow single ticket exchanges, or only season ticket exchanges? Is there a price difference when changing series (i.e. Pops to Symphonic)? Do you charge exchange fees? Any information would be greatly appreciated!
Below are our exchange guidelines as posted on our website. This is the information on an insert that we include with tickets when we mail out or give out at the BO. As a consortium, our resident companies have their own exchange guidelines as well so it can get a little hairy when giving out information. When a patron calls for exchange information, we pull their record up or try to get as much background info from them as possible so we can give accurate information.
Ticket Exchange PolicyThe deadline for all exchanges is 24 hours prior to the date on the original tickets. You may exchange tickets for another performance of the same production, subject to availability. No downgrades available.Exchange Options:
At the Box Office• Exchanges may be done anytime the Box Office is open, except 1 hour before a show. During the hour prior to a show, tickets may be dropped off at the windows to be processed at a later time.By Phone• Exchanges may be done by calling 714.556.2787 between 10am-6pm daily.• If tickets of the same price are unavailable, the difference in ticket prices will be refunded by check via mail.
Exchange Fees:
• Each exchange is subject to a $5 fee per ticket, plus any difference in price.
Segerstrom Center Subscriber Benefits:
• Your exchange fee is lowered to $2 per ticket, plus any difference in price.• All other restrictions apply.
Pacific Symphony Subscribers may exchange subscription tickets into another Pacific Symphony production so long as the new performance is within the same season and the same package genre (Ex. Any Pops performance may be exchanged into another Pops performance in the same season.)Philharmonic Society tickets are only exchangeable if there is more than one performance of the same production, and the tickets were purchased at the Center.Pacific Chorale tickets are exchangeable between any Pacific Chorale performances that take place at the Center within the same season.NOT EXCHANGEABLE: Group Sale tickets, complimentary tickets, lost tickets, and tickets for past performances.There are no refunds and no cancellations.
For the most part, all exchanges have to be within the same price zone if seating is available (no downgrades). If the only available seats are in lower price zones, then that is an acceptable exchange and “no downgrades” goes out the window.
Hope this helps.
~Karen
Please update your records to include my new e-mail address: KDiche@SCFTA.org
From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Melissa SwinkSent: Thursday, September 01, 2011 10:14 AMTo: Diche, KarenSubject: [Tessitura Ticketing Forum] Ticket Exchange Policies
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Below is an excerpt from our website detailing our client’s exchange policies. Hope this helps.
Gary
Philadelphia Orchestra
Ticket Exchanges
Philadelphia Orchestra subscribers and eZseat members can exchange all tickets throughout the season at no additional cost. Patrons who are not subscribers and purchase individual tickets can exchange tickets for a $10.00 per ticket fee. Tickets can be exchanged at the Kimmel Center Box office, by phone at 215.893.1999, or online under My Account. All exchanged tickets are subject to availability and to additional costs associated with an upgraded seat section or change in day of week. Tickets may not be exchanged once a concert has passed. Please destroy outdated tickets. Twenty-four hour notice is appreciated.
Ticket Donations
Anyone who cannot use their tickets are invited to donate their tickets and receive a tax-deductible credit by calling 215.893.1999. Twenty-four hour notice is appreciated.
Kimmel Center Presents
Kimmel Center Presents subscribers can exchange tickets for a $5.00 per ticket fee. Tickets can be exchanged at the Kimmel Center Box office, by phone at 215.893.1999, or online under My Account. All exchanged tickets are subject to availability and to additional costs associated with an upgraded seat section or change in day of week. Tickets may not be exchanged once a concert has passed. Please destroy outdated tickets.
Anyone who cannot use their tickets is invited to donate their tickets and receive a tax-deductible credit by calling 215.893.1999. Donations are available to all ticket buyers up until the start of a concert or show.
Broadway Series
Broadway Series subscribers can exchange tickets to the SAME show only. The first exchange of a season is free. Subsequent exchanges may be made for a $5.00 per ticket fee. Tickets can be exchanged at the Kimmel Center Box office, by phone at 215.893.1999, or online under My Account. All exchanged tickets are subject to availability and to additional costs associated with an upgraded seat section or change in day of week. Tickets may not be exchanged once a concert has passed. Please destroy outdated tickets.
Ticket Donations are not available.
Philly Pops
Philly Pops subscribers may exchange their tickets throughout the season by mail or in person at no charge. Exchanges may be done by phone for a $5 per ticket exchange fee. Tickets can be exchanged at the Kimmel Center Box office, by phone at 215.893.1999, or online under My Account. All exchanged tickets are subject to availability and to additional costs associated with an upgraded seat section or change in day of week. Tickets may not be exchanged once a concert has passed. Please destroy outdated tickets.
Anyone who cannot use their tickets is invited to donate their tickets and receive a tax-deductible credit by calling 215.893.1999. Twenty-four hour notice is appreciated.
Pennsylvania Ballet
Subscribers may exchange tickets for other any other ballet in the season, excluding The Nutcracker and other special events, by mail or in person at no charge. Exchanges may be done by phone for a $5 per ticket exchange fee. Family Matinee Subscribers ONLY may exchange to/from Nutcracker.
Anyone who cannot use their tickets is invited to donate their tickets and receive a tax-deductible credit by calling 215.893.1999 at least 48 hours or more before the scheduled start time of a performance and no later than 2pm on Fridays.
Philadelphia Speaker Series
Exchanges are not available.
Anyone who cannot use their tickets is invited to donate their tickets and receive a tax-deductible credit by returning the tickets to Widener University. Tickets must be received by Widener by 5pm the day before the lecture. Mail to: Widener University Attn: Candi Caporale Advancement One University Place Chester, PA 19013 Fax to: 610-499-1299 Tickets must be cut in half before faxing
Opera Company of Philadelphia
Subscribers and donors may exchange their tickets for any other performance of the same production. Tickets are valued for exchange until one business day prior to your performance. To exchange tickets for FREE, please use one of the following methods: By Fax: 215-893-7801 Fax a copy of your torn tickets with a note of the date or dates you prefer to attend. Please provide a phone number or e-mail address so we may contact you to confirm your new tickets and delivery. By Mail: 1420 Locust Street, Suite 210, Philadelphia, PA 19102 Enclose your tickets with a note of the date or dates that you prefer to attend. Please provide a phone number or e-mail address so we may contact you to confirm your new tickets and delivery. In Person: Visit us at our Subscriber Services Office Academy House Professional Offices, 2nd floor 1420 Locust Street, Suite 210, Philadelphia, PA 19102 Subscriber Services is open 9:30 a.m. to 4:30 p.m. weekdays. You may also exchange your tickets by phone at 215-732-8400 for a fee of $4.50 per ticket. (Exchange fees are waived for all Bravi and Patron Council donors).
Anyone who cannot use their tickets is invited to donate their tickets and receive a tax-deductible credit A minimum of 24 hours notice is preferable, but you may let The Opera Company know by leaving a message at 215-732-8400 up to 90 minutes prior to performance time. You will be asked to write "Donated" across the face of each ticket in ink and either return them by mail, or fax a photocopy to 215-893-7801. Once your tickets have been received, your receipt will be mailed approximately one month after the production closes
From: Tessitura Ticketing Forum [mailto:forums-ticketing@tessituranetwork.com] On Behalf Of Melissa Swink Sent: Thursday, September 01, 2011 1:14 PM To: Lustig, Gary Subject: [Tessitura Ticketing Forum] Ticket Exchange Policies
Thank you so much for the information.
Hi Gary.
You mentioned on this post that the first exchange of a season for your Broadway series is free and subsequent exchanges may be made with the applicable fee. Do you mean the first exchange for the season regardless of production, or the first exchange for each production in their series?
I am looking into making changes to our exchange policies for premier subscribers, where their exchange fees are waived for their first exchange for each production but I'm having difficulty finding a way to track this easily so our staff doesn't have to go through orders to double check. I was hoping to get more information on how your organization handles this and hopefully be able to factor it into what I'm trying to accomplish.
I appreciate any information you can provide.
_______________________________________________________ Karen Diche Manager, Season Tickets Segerstrom Center for the Arts 600 Town Center Drive, Costa Mesa, CA 92626 T (714) 556-2122 x 4359 F (714) 755-7477 E KDiche@SCFTA.org
Hi Karen –
Pardon my jumping in… I’m just thinking out loud here… could you apply a constituency to each subscriber constituent for each production in the Broadway series with short descriptions of B1, B2, B3, etc… maybe this could be done by a nightly job (or by scheduling the Manage Constituencies utility with a dynamic list of subscribers). And then, the first time a ticket agent exchanges a ticket for that production, they expire or delete the constituency. That way then an agent pulls up a constituent record, they’d be able to see in the header which productions are still eligible for free exchanges.
Would that work? It’s pretty easy to implement out of the box.
-p.
Patrick Schley Academy Services Manager
FIRST STAGE
Transforming Lives Through Theater
325 West Walnut Street | Milwaukee, WI 53212 (414) 267-2942 direct | (414) 267-2976 fax
That’s an interesting idea. I’ll definitely look into it and possibly the use of attributes. Thanks, Patrick!