Refunds for “over the title” stars’ absences

[RachelMenzel]

Posted: 4/9/25 at 11:17am

I can only apologise if this gets asked again and again but as a Brit, the concept of refunds when the star is out is completely alien to me. I think it’s so great that it’s done on Broadway and I wish the West End would follow suit but seeing as we haven’t, I’d really appreciate if anyone could answer this question ahead of my next NYC trip:

Are refunds always able to be granted no matter what your point of sale is? I work in ticketing in the West End so understand the concept of it (on this side of the Atlantic at least!) If you bought from the box office in person or via the direct official ticketing partner online, I assume you can just head to the box office if Idina/Audra/Nicole/whoever is out and they can sort the refund. But if you have booked through TodayTix or TKTS, it’s them who have your money until after the performance has passed. Can the box office still facilitate the cancellation of your tickets for you and deal with the agent themselves? Or do you have to go back to your point of sale before the performance starts? Does the practice still apply to rush/lottery tickets, or are they strictly no refunds in all cases? I want to use the booth and the TodayTix rush to obviously get cheaper tickets but I also want to know I can easily get refunds or exchanges to another night if who I’ve come to see is out.

[Mark Waltz]

Posted: 4/9/25 at 11:27am

It's ironic that you ask this question because I just got an email regarding Death Becomes Her tickets for the matinee today indicating that both leading ladies were out and that I could ask for a credit through my point of purchase which was today tix. I'm still going because I got a good deal and an offer for a better seat that was cheaper (which I compare to being offered first class over coach), and am not an extreme fan of either actress even though I enjoy their work from what I've seen on stage. I'll never forget getting a very good rush orchestra seat for a sold out performance of On the 20th Century because Kristen Chenoweth had the flu. The understudy was amazing and my seat was incredible, and I figured, I'm here, and the box office salesperson said there would be cancellations so there would be plenty of seats as the show had previously been sold out and they knew subscribers would cancel.

So I guess the answer to the question is that you'll get an email indicating the options hours before the show, in my case three, and I appreciated being notified rather than groaning if they made the announcement after I got there. I figure if they're good enough to be hired as understudies, they're good enough to be on Broadway, and to quote the musical "Applause!", "She woke up early and pulled a Shirley MacLaine!" After all, I saw the standbys on two different occasions during the first year of "Wicked", one time Laura Bell Bundy on for Kristen, the next time Eden Espinosa on for Idina.

 

Updated On: 4/9/25 at 11:27 AM

[Sutton Ross]

Posted: 4/9/25 at 11:35am

They're both out again? Clearly both women need alternates, they have the worst attendance of the season. 

[Dreamboy3]

Posted: 4/9/25 at 12:15pm

I’ve been told that TDF doesn’t honor exchanges fin this context, though the issue has never come up for me personally. Probably not relevant if you live in the UK but just pointing out that the point of purchase can make a difference. 

[broadway86]

Posted: 4/9/25 at 3:26pm

Dreamboy3 said: "I’ve been told that TDF doesn’t honor exchanges fin this context, though the issue has never come up for me personally. Probably not relevant if you live in the UK but just pointing out that the point of purchase can make a difference."

I’ve only tried this once - Ciara Renee was out of Frozen and I asked TDF customer service if I could attend a later date for that reason. They allowed it, but then COVID hit and obviously the performance never actually happened. 

[jagman106]

Posted: 4/9/25 at 3:50pm

My experience is that refunds are typically issued through the point of sale, but in some cases, the box office can arrange an exchange. The last time I exchanged was 20 years ago when Donna Murphy was out of Wonderful Town. We weren't made aware of the absence until we arrived at the theater (we didn't get much advance notice back then as people do today). Although we had purchased our tickets through another vendor (I don't recall which one), we were able to get a new set of tickets for two months out.

[lewiv]

Posted: 4/12/25 at 7:50am

Thank you all for your answers! That’s reassuring to hear they even communicate well when Megan and Jennifer are out as they’re not even above the title I believe? Death Becomes Her is on my list and I may still see that if either are out but I don’t think I want to sit through Redwood without Idina, for example!

Thanks for the info about TDF, I did look at buying a membership (I think you can even if you’re not a US Citizen) but will probably stick to buying from the TKTS booth now that I know they will refund.

 

(just realised I have two accounts on here and I logged into the wrong one now but I am the O.P. saying thank you!)

Updated On: 4/12/25 at 07:50 AM

[Seb28]

Posted: 4/12/25 at 8:47am

People need to learn that they are visiting a musical, with a story. Not a solo concert. If you are not interested in the show, don't go. 

Some of the best performances I have ever seen were from understudies. Let's re-educate audiences that it is about quality, not about celeb. The personal name of the character is not important. If you think it is, ask yourself why your primary interest is not quality. And whether you actually enjoy the show itself at all. And whether that's really how you want to look at the arts.

Updated On: 4/12/25 at 08:47 AM

[binau]

Posted: 4/12/25 at 8:55am

I couldn't disagree more Seb28, and I do find that is the kind of attitude that perpetuates the west end as a way to kind of justify the abuse by producers who are ripping off consumers when they don't deliver what they advertised. 

If a producer advertises Glenn Close in Sunset Boulevard, they are clearly selling more than the show. You seem to make a strange assumption that if someone has an issue with an absence they aren't interested in 'quality' but the point is that without Glenn Close the quality IS declining - there is not an understudy in the world that can capture what Glenn Close brought to the production. It was shameful that producers in the West End refused to refund audience members when she was out. They can't have their cake and eat it - don't advertise Glenn Close as being part of the show then but they would never do this as clearly they are trying to bank on her (whether she is there or not, apparently). 

I have occasionally seen some excellent understudies, such as Diego in Sunset who I am sure will be a star. But for the most part, understudies in my experience usually don't give the same quality performance that's why they are the understudy. 
 

[DAME]

Posted: 4/12/25 at 8:57am

Seb28 said: "People need to learn that they are visiting a musical, with a story. Not a solo concert. If you are not interested in the show, don't go.

Some of the best performances I have ever seen were from understudies. Let's re-educate audiences that it is about quality, not about celeb. The personal name of the character is not important. If you think it is, ask yourself why your primary interest is not quality. And whetheryou actually enjoy the show itself at all. And whetherthat's really how you want to look at the arts."

Baloney .  $$$ for Audra in Gypsy.  That’s how it is sold .  $$$ Nicole in Sunset.  That’s how her performances are sold.  $$$ for Denzel.  $$$  for Kieran .  Megan Hilty , Michelle Williams all above the title.  Audiences can make their own $$ decisions and make their choices .  Those choices need to be made available to them.

[SteveSanders]

Posted: 4/12/25 at 9:14am

Seb28 said: "If you think it is, ask yourself why your primary interest is not quality. "

I agree that understudies often give high quality performances and in most instances I stay for performances when they are on. 

But if I have paid a premium price for advertised celebrity/star quality, that is the return on my investment that I expect as it is their name and quality that were the factors setting pricing.

If any two high quality Broadway performers were currently starring in Othello, the prices would be nowhere near what is charged for Washington and Gyllenhaal no matter how good their performances.

 

[MemorableUserName]

Posted: 4/12/25 at 9:32am

I didn't see Seb's post, but because this is the advice I will always give: if the theater offers refunds because the over-the-title star is out, you always take the refund. If you still want to see the show, use the refund to buy new tickets for the same show at what will be a lower price. 

Because, yes, a show sold on its star will always be charging more for that star, and tickets when the star is out will be cheaper and plentiful. So there's nothing wrong at all with taking the refund. Whether you want to see the show anyway at a lower price should be the consumer's choice.

[Bwaygurl2]

Posted: 4/12/25 at 9:35am

I would still enjoy seeing an understudy, but I'm not paying $200+ to see one. I could watch excellent no name talent in my local community for $25 without paying for flights, lodging, and Broadway prices. 

[Dreamboy3]

Posted: 4/12/25 at 10:10am

Seb28 said: "People need to learn that they are visiting a musical, with a story. Not a solo concert. If you are not interested in the show, don't go.

Some of the best performances I have ever seen were from understudies. Let's re-educate audiences that it is about quality, not about celeb. The personal name of the character is not important. If you think it is, ask yourself why your primary interest is not quality. And whetheryou actually enjoy the show itself at all. And whetherthat's really how you want to look at the arts."

This is silly. When an above the title lead who is not known outside of theater circles (and thus no ticket premium) is giving a singular performance ticket holders should be given the option for a refund.  As someone noted above, Donna Murphy missed a lot of performances in Wonderful Town but to pretend that an understudy (or really any other performer) could equal her performance is misguided. I saw Guys and Dolls when Faith Prince was out (couldn’t exchange tickets because I was with out of town friends). It was terrific. But I went back to see Faith Prince and I realized the understudy was giving a very good performance as Faith Prince in Guys and Dolls but it paled by comparison. Ditto Chenoweth in Wicked. 

[kdogg36]

Posted: 4/12/25 at 10:10am

Seb28 said: "People need to learn that they are visiting a musical, with a story. Not a solo concert. If you are not interested in the show, don't go."

This is almost always how I view things, but the fact is that we pay a premium for tickets with certain famous names in them, and it's entirely reasonable to ask for a refund when that star is out (and perhaps rebook for the same performance with less expensive tickets). Helly, Dolly! with Midler is the only ticket I've ever paid more than $200 for, and you better believe that I would have needed to get my money back if she wasn't in the show that evening. (Of course she was there.)

Having seen about 300 Broadway performances over the years, the only time I've asked for a refund was when Audra McDonald was out of Shuffle Along, and I actually regret doing that now.

[Zeppie2022]

Posted: 4/12/25 at 11:30am

"This is almost always how I view things, but the fact is that we pay a premium for tickets with certain famous names in them, and it's entirely reasonable to ask for a refund when that star is out"

When the star is listed above the title of the show, they are telling you they view the star is more important IMO than the show so damn right you should ask for refund in that case.

[Mike66]

Posted: 4/12/25 at 3:00pm

When the star is listed above the title of the show, they are telling you they view the star is more important IMO than the show so damn right you should ask for refund in that case."

Ive been coming from out of town for decades to see Broadway.  And yes, I try to pick the shows and the performers I most want to see -- and this time of year, I also want to see the performers who are/will be nominated.  

For a couple of years I was had the experience of the 'lead' being out of the show -- Kimberly Akimbo, Strange Loop, and then Some Like it Hot without ALL three leads.  (And yes, of course, years ago Donna Murphy.)

Please dont tell me that who is in a show doesnt matter.  Of course it does -- not only do you see it on the marquee and the ticket prices, you see it on Tony Night.  I missed out on a bunch of what the industry says were the BEST performances of those years.  When Tony night just gives awards to Ensembles and Productions, THEN we can move on from who pays to see who.

You can actually quantify it in the shows that have 'alternates' named for performances in advance.  I read about that every Tuesday when the grosses come out.  And, as someone hear said -- how much they gonna sell tickets for Good Night without Clooney in person?

 

 

[Zeppie2022]

Posted: 4/12/25 at 10:04pm

"And, as someone hear said -- how much they gonna sell tickets for Good Night without Clooney in person?"

Or if Jonathan Groff misses show in "Just in Time" - lol