We're working on rescheduling over 70 events affected by the restrictions imposed by COVID-19. It's a big job, and we want to make sure everyone has as much information as possible during this time. You can find a full list of what is rescheduled here.
Basically, we're automatically doing two things to get us back on track, which should mean most customers affected by the closure do nothing:
1. Moving customers over to rescheduled dates in the same seats as before
2. Where that isn't possible we're putting the value of those tickets on your booking account to use at another time that suits you.
If you're still stuck, here's some frequently asked questions which may help.
We're listing all that information here. We're updating it every day, so keep checking back for the latest.
Do nothing, we're automatically crediting customers accounts if we can't get a rescheduled date.
What does credit mean?
Credit is where we put the value of your tickets back on your Cast booking account to use towards a future show. It's quite similar to having a gift card... without the gift... or the card. You won't see it in your basket when you log in, but it will come up as a payment option at the end if you start buying new tickets. If you ask us, we can also tell you how much credit you have on your account.
That's not a problem, please let us know by emailing firstname.lastname@example.org with the name of the show and your original booking reference number. If you can't make it and we will credit your booking account.
The easiest thing to do would be to use the value of your tickets towards another event of your choice. We realise that may not always be possible. You can request a refund by emailing email@example.com, please include the name, booking reference and address under which you made the booking. We're running on a skeleton team right now, so please bear with us, it may take us up to 30 days to process your refund.
Everyone has a booking account with Cast - this is automatically made when you make a purhcase through us, whether you have an online login or not.
Your credit shows up as a payment option at checkout stage and can be used on another event in the future.
This means that this show will be rescheduled, we just don't know when yet. We will be in touch with more information once we have it, there are over 70 events which have to be rescheduled, so we're working on it - but it might take a while!
If you're happy to use the value of your tickets to another show, do nothing. Your account has been credited and this credit can be used towards another booking. If you require a refund, please contact firstname.lastname@example.org. This may take us up to 30 days to administer.
If you have tickets booked for a show with a confirmed rescheduled date, all customers tickets will be transferred over to the new date, in the same seats that they previously booked. We will send you an email, or if we don't have an email address for you, we will give you a call to let you know of the new date. If you are not able to make the new date, please email email@example.com with the subject line 'Rescheduled Date' and we can credit your account.
Please destroy any tickets already collected for the original date as they will not be valid for the rescheduled performance. Don't worry, we have a record of all the tickets bought. If you are able to make the new date, you do not need to take any further action and your tickets will be available to collect at your convenience once our Box Office is reopen.
How do I get my tickets for the new date?
Please collect your tickets from Cast's Box Office once we reopen, on the night of the event or you can arrange postage at a small cost.
Still have questions? Give us a call on 01302 303 959 or email firstname.lastname@example.org. We've got skeleton team working at the moment, so please be patient with us. We're working our socks off to get this sorted.