Booked 4 seats for The Lion
Booked 4 seats for The Lion, the Witch and the Wardrobe a number of months ago. Taking a grandchild who is quite small so front row of upper circle seats were selected as he would have an unblocked view, and be far enough away from the action to not be scared.
A few weeks ago the theatre emailed me to tell me that my booked and paid for seats were no longer available (reading between the lines I believe this was because ticket sales were poor and so the upper circle was closed to save on ushers). I was asked to telephone them before 2pm weekdays to arrange different seats.
Calling them the next day was not possible so I replied by email explaining my reason for purchasing the particular seats I did, and, having checked the seats still available, felt that none of the other seats available were suitable for a small child so I requested a refund.
My refund request was denied by e mail, and I was asked to telephone the ticket office to arrange different seats-and that they could supply a booster seat for the child. He is only 3ft 6 -1.07m, so this is not practical. I duly telephoned and spoke to a really helpful lady who agreed that I should have a refund, but that she was unable to authorise one, and would need to pass it on to her supervisor.
I followed up this call by email, giving a summary of the conversation I'd had with the ticket office.
2 working days later the supervisor e mailed me to say my refund had been paid, but that they were withholding the booking fee of £3 per ticket.
I responded that I believed the booking fee was payable for the service of booking the seats that I had requested, and as those seats had become unavailable I have received no service, so should not have to pay the fee, and would take it up with UK Trading Standards.
Finally I got an e mail, almost by return, confirming refund of my booking fee. Both refunds are now with me.
A customer who has been "bumped" from their seats should not have to spend hours of time trying to get a full refund. Note also that the theatre booking office has an @Bradford.gov.uk email address, so this is Bradford Council being difficult in a year where their city is UK City of Culture. It is certainly not a City of service culture.