Terms and Conditions
If you turn your ticket over, you'll find the "terms and conditions for issuance," often in very small print, making it hard to read. In most cases they're relatively standard, and they give you information, including the conditions for a refund. If you're booking by phone, whoever sells you the ticket should tell you the terms - its part of your rights. Generally, they're fine. What you need to watch out for, though, are unfair terms.
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What exactly is an unfair term? It's one that gives one party (in this case whoever's selling tickets) a heavy advantage over the other (you, as the ticket buyer). It can be a way to duck legal responsibilities or put too many obligations or restrictions on you to the point where you become powerless. They'll be down in the fine print. The goods news is that unfair terms aren't binding. The bad news is that you'll probably have to go to court to ultimately decide if a term is unfair.
What should you watch out for? Basically, anything that leaves you without rights. Perhaps the biggest one would be a clause whereby the business could change a show in whatever way it wanted. But there are several others worth noting, like denying or limiting refunds even if a performance didn't happen, or denying liability even in the case of personal injury or death.
Let's say you've made a special trip from Newcastle to London. You've not only booked tickets for a West End show, you've paid for rail tickets and a hotel. You get to the theatre, only to find the show's been cancelled. What can you do? You're not only entitled to a refund for your tickets, you might well be able to claim compensation for your other expenses - which are seen as losses. Whenever a show is postponed or cancelled, you should be able to claim a refund on your tickets.
If you've booked to see a musical with a certain star, then the management can't blithely put someone else on in his place - substitutions or different casts simply aren't acceptable. In most circumstances, you can claim compensation in cases like this, and it might be equivalent to a full refund.
Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.
Complaints
How can you complain if you feel a performance hasn't lived up to its expectations? Note that doesn't mean the quality of the show - that's subjective. Go to the box office first. If that doesn't help, try the manager, who has more power. Failing that, write to whoever put on the show, but make sure you keep copies of all the correspondence. As a final resort, if you're unable to come up with any other resolution, take the company to small claims court.
With unfair terms, you need to take a different tack. If you feel you've been a victim, contact the Competition and Markets Authority (CMA) who can investigate.
The pillar obstructed our view of the stage. As a result on more than half of the songs we could not see Adele for significant periods of the performance, sometimes for the whole of a song. The tickets we purchased were full price and were not marked as being "restricted view". Had they been so, we would not have bought those tickets at all.
We believe we are entitled to a refund. Would that be correct?
I'm about to write back to the agency and attach a copy of the venue's email to me confirming that they told agencies to stop using the old plan, and I'll request the 50% compensation.
I'll let you know what happens next! cheers, Dan
The ticket agency refuses to do anything, claiming they always used the correct plan – but that’s a fib as the wrong plan is still on their site! As the agency mis-sold the tickets and it’s their mistake, do they have to compensate me for selling us the wrong seats and spoiling our evening? Any advice gratefully received!
PLEASE warn all families to avoid this show.
It was advertised as having a performance of the award winning CBBC Horrible Histories series ...a sad man in a poorly fitting Henry V11 costume with no props, scenery or music and a knowledge of the period that would shame a six year old came nowhere close.
As for the fantastic phizz whizzing story telling sessions by people from the Roald Dahl Museum - a lonely table in a wet field with worksheets on it did not live up to the description either.
At 48 pounds for a family ticket it is a disgrace ...it has been touring the country - please spread the word to avoid like the plague!
What can I do now to get back my money? I have not use any of their tickets, I feel just miserable. Can anyone help?
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