Coronavirus (COVID-19): customer update

Following the continuation of the government’s Coronavirus (COVID-19) strategy, we have understandably been receiving a high number of messages and questions regarding future events and tickets.

While this is an uncertain time for everyone, we think it’s very important that you, our customers, remain as informed and updated as possible, and that we as a ticket provider and events platform be as honest and transparent as we can be at this time.

Therefore, we have asked our Head of Customer Care and Posted Ticket Dispatch, Ella, to provide some clarity and answer a number of your most frequently asked questions below.

To save you searching around on the site for a particular event, we have created a page which lists all of the postponed and cancelled events in one place - please click here.

We are of course continuing to monitor the situation and continuing to speak directly with event and festival promoters/organisers as things progress.

But in the meantime, we hope this helps...

How do I find out if an event has been postponed or cancelled?

"Our development team has put together a page containing all of the recently cancelled and postponed events. The page updates often and is the best and easiest way to find if any event has been postponed or cancelled. You can find the page here."

What shall I do if my event has been postponed or cancelled, and how do i claim a refund?

"If cancelled, where Skiddle hold the funds you’ll automatically be refunded in full, so you don’t need to do anything. Just keep an eye on your inbox for an automated refund email. If we don’t hold the funds then we will be in touch with further timescales regarding your refund. 

"If postponed you can simply attend the new date, meaning you don’t need to do anything as your ticket(s) will automatically be valid. If you can’t attend then you will find information in an email you'll receive on how to obtain a refund. Should the event be postponed with a new date yet to be confirmed, then you just need to keep an eye on your inbox for more info. Once we have received info from the event organiser, you can either keep your tickets or opt for a refund if you can’t make the new date.

"I'm afraid due to the current situation in the entertainment industry, refunds for cancelled and postponed events will take longer than normal to process as we're working through hundreds and hundreds of them. We’re sorry for any disappointment this causes but thank you for your patience."

The event hasn’t yet been postponed or cancelled, but I’d like a refund anyway - what can I do?

"As you are no doubt aware, the Government has enforced a strict lockdown across the country.

"If you are worried about attending an event which is still scheduled to go ahead in the upcoming weeks and months due to Coronavirus, then please be aware that refunds can only be offered if the event is cancelled or postponed. 

"We are strongly encouraging you to keep an eye on Skiddle to check the status of events that you're due to attend. In the likely event that it's marked as cancelled or postponed on the site, then please keep an eye on your emails as we will be in touch. 

We operate a self-service platform on Skiddle and rely on the event organiser to action a cancellation or postponement. We are, however, doing everything we can to encourage them to do so to ensure our communication with our customers is absolutely correct and up to date."

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Will I be refunded the booking fee if my event is cancelled or postponed? 

"Skiddle are currently offering customers booking fee credit, redeemable at any time and to be used within three months. This is a completely new scheme which we’ve put in place to allow customers to get a discount on a future booking rather than lose out completely. 

"The standard policy in the industry is that booking fees are non-refundable where a refund is due after an event is cancelled or postponed, but we don't believe this is fair. The decision to offer booking fee credit was not taken lightly, but was made in order to keep Skiddle going and to make sure our services remain operational. Our end goal is to ensure that our customers will still be able to go to the events they love in the future. As such, we’re asking for your understanding and patience during this uncertain time."

Here’s out full statement regarding booking fee credit.

I’m unable to attend the event as my transport has been cancelled - what shall I do?

"Again, refunds can only be offered if the event is cancelled or postponed. We're sorry to hear your means of travel has been cancelled, but if you’re unable to arrange an alternative means of travel to the event then we'd advise passing on your tickets privately. You never know, someone who lives closer to the event location could be looking for a ticket."

What happens if the headline act/line up changes due to the Coronavirus outbreak?

"Generally, you are not entitled to a refund in this case as lineups are subject to change. This is especially the case for festivals, as you have paid for an event where lots of artists are performing. If the headline artist for an event drops out and isn’t replaced then refunds are at the discretion of the event organiser. 

"Following the outbreak of Coronavirus, we have understandably seen a huge surge in artists having to pull out of events, which as you can appreciate is outside of theirs and the event organisers' control during this difficult time.

"If you really don’t want to go because an artist you wanted to see is no longer performing then you can always pass your ticket(s) on to someone else."

I have purchased refund protection and have had to self-isolate - am I covered?

"Yes! Please contact our third-party insurance provider, Vista, directly for guidance on the matter."

I have purchased refund protection, what happens if the government imposes travel restrictions meaning I’m unable to travel to the event?

"Again, you are covered, so please contact our third-party insurance provider, Vista, directly for further guidance."

A final word from Ella...

"In the six years I’ve been with Skiddle, we’ve never experienced anything like this. It’s truly a crappy time for us all and I feel for both our customers and event organisers. 

"Our team is working tirelessly around the clock from home to provide answers to your questions and to gather updated information from event organisers. We're on unchartered ground at the moment but doing our best to keep smiling.

"Please do allow us time to help you and to adjust to new systems, processes and policies. We can’t wait to rave with you again." 

Having a question for the team which is not covered above? Visit our customer help centre here.