Hi all! I hope everyone remains safe and healthy. Due to the recent environment and decision to close (I believe many of you are closed or may be here soon), how are you handling reschedules if you have timed ticketing? Are you going in and returning every single ticket or are you adjusting settings so the ticket will work at a future date? If the latter, are you worried about capacity management? Any other ideas, concerns? What about memberships - are you adding time to the pass? If so, how are you doing that? Thank you and well wishes to all!
Hi Nicole,
Shedd Aquarium sent an email on Friday to ticket holders for the period we're scheduled to be closed. We offered to reschedule their tickets, convert them to a donation, or refund the tickets. Refund seems to be the most popular option but a few have converted to a donation. An email is going out to our members in non leadership categories explaining that we will as a month to their membership term.
And if anyone would like my script for extending the memberships, shoot me an email! aabernathy@sheddaquarium.org
Amanda, could you send me that script? thanks, julieb@zoosociety.org
We're extending memberships on a case by case basis. If someone contacts us for a refund or additional months, our first reply reminds them that we are a non-profit institution that relies on membership support and that we still have a lot planned for the year once we re-open. If they still want a refund, we go ahead and process it or let them know that we'll extend their membership for the amount of time we are closed. We're tracking these through CSIs so that we can manually adjust these memberships once we're open again. We also have a script and guidelines for our membership reps that I would be happy to share! My email is Amanda.hyde@dallaszoo.com.
We refunded all prepurchased tickets (thankfully, we only had 2 weeks up as our fiscal year end is April 1 and I hadn't quite gotten to releasing all the new stuff as I was off unexpectedly, a little luck!). We made on expection for one specific event that will be rescheduled. For memberships, we don't exactly know what we are doing yet. but Amanda Abernathy would love to have the script, so I will email you. Thanks for sharing. We will likely extend memberships as well, but we don't know how long yet as we don't know how long we will be closed.
We also made an internal decision that we would honour any open ended tickets expiring while we are closed for at least a few months, if not longer as we know people's plans were all interrupted.
Stay safe and healthy everyone <3
We are in day one of shutdown. So we are still making decisions, but we have publicly said we will reschedule tickets when we re-open. We will most likely extend memberships as well, but depending on the amount of time we are closed, we may do it case by case.
I think I got everyone that emailed me so far. Let me know if I missed you!
Hi Amanda,
Would you mind sharing that script with me, as well? I'm at alycia.anderson@walkerart.orgMany thanks!
Alycia
I would love to see your script! neubanks@nelson-atkins.org
Done! Alycia Anderson and Nicole Eubanks