TodayTix and TKTS tickets - can you exchange when over-the-title star is out?

[Lucy Harbin]

Posted: 1/9/19 at 9:34pm

In a case when an over-the-title star is out and the box office is offering exchanges/refunds... can you exchange even if you've bought your ticket from TodayTix or at the TKTS booth?  Or if your ticket came from one of those places, are you out of luck and nothing can be done?

Thanks for any info!

 

 

 

[Islander_fan]

Posted: 1/10/19 at 12:29am

No, I am pretty sure you cant. Today tix and TKTS are considered to be a third party seller. Box offices can only help a patron in a situation like that if they ticket was bought from an official first party seller (Ticketmaster/telecharge or the theatre box office:

[JSquared2]

Posted: 1/10/19 at 1:36pm

To borrow Hogan's oft-used phrase, There. Are. No. Rules.  Go to the actual box office.  If it's an underperforming show, they may very well allow you to past date.  If it's Mockingbird, or Dear Evan Hansen, then probably not. Last week I pastdated a TodayTix ticket.  But no one on this board can give you an accurate response.  Go to the box office.

[Islander_fan]

Posted: 1/10/19 at 5:09pm

JSquared2 said: "To borrow Hogan's oft-used phrase, There. Are. No. Rules. Go to the actual box office. If it's an underperforming show, they may very well allow you to past date. If it'sMockingbird, orDear Evan Hansen, then probably not. Last week I pastdated a TodayTix ticket. But no one on this board can give you an accurate response. Go to the box office."

 I do find offense in saying that no one here can give an exact response. I work on Broadway for just under shy of three years as an usher. I’ve worked different theatres and all house managers/front of house staff always tries to be accommodating when possible. Even if the tickets were bought third party. I can state two good examples of this.

 

1. I was working War Paint. A patron who bought her ticket from her hotel was not happy when she found out that those siting in the same area ended up paying the same price she did, she paid much higher and was far from happy about that. The house manager very politely explained why that was, that they got their tickets from the theatre/Ticketmaster and she got it from her hotel. He informed her that because that was the case they unfortunately couldn’t help her. She  wasn’t happy but still stayed and enjoyed the show.

 

2. During a performance of Chicago, a patron came up to me, saying that he thought that the tickets he had were more towards the center than the side He showed me his receipt from seat geek. I informed him (as per what I was taught to do in  this stuarion) and told him very politely that since he got the tickets from seat geek there unfortunately wasn’t any way we can help. 

So yes, if it’s bought third party, even reputable ones such as TKTS or TodayTix, it’s still third party.

[starcatchers]

Posted: 1/10/19 at 5:24pm

I have definitely past dated TodayTix tickets in the past. It depends on the show.

[phan24]

Posted: 1/10/19 at 5:32pm

Islander_fan said: "JSquared2 said: "To borrow Hogan's oft-used phrase, There. Are. No. Rules. Go to the actual box office. If it's an underperforming show, they may very well allow you to past date. If it'sMockingbird, orDear Evan Hansen, then probably not. Last week I pastdated a TodayTix ticket. But no one on this board can give you an accurate response. Go to the box office."

I do find offense in saying that no one here can give an exact response. I work on Broadway for just under shy of three years as an usher. I’ve worked different theatres and all house managers/front of house staff always tries to be accommodating when possible. Even if the tickets were bought third party. I can state two good examples of this.



1. I was working War Paint. A patron who bought her ticket from her hotel was not happy when she found out that those siting in the same area ended up paying the same price she did, she paid much higher and was far from happy about that. The house manager very politely explained why that was, that they got their tickets from the theatre/Ticketmaster and she got it from her hotel. He informed her that because that was the case they unfortunately couldn’t help her. She wasn’t happy but still stayed and enjoyed the show.



2. During a performance of Chicago, a patron came up to me, saying that he thought that the tickets he had were more towards the center than the side He showed me his receipt from seat geek. I informed him (as per what I was taught to do in this stuarion) and told him very politely that since he got the tickets from seat geek there unfortunately wasn’t any way we can help.

So yes, if it’s bought third party, even reputable ones such as TKTS or TodayTix, it’s still third party."

 

Thanks for going out of your way to prove, indeed, that no one here can give an exact response

[JSquared2]

Posted: 1/10/19 at 5:59pm

Islander_fan said: "JSquared2 said: "To borrow Hogan's oft-used phrase, There. Are. No. Rules. Go to the actual box office. If it's an underperforming show, they may very well allow you to past date. If it'sMockingbird, orDear Evan Hansen, then probably not. Last week I pastdated a TodayTix ticket. But no one on this board can give you an accurate response. Go to the box office."

I do find offense in saying that no one here can give an exact response. I work on Broadway for just under shy of three years as an usher. I’ve worked different theatres and all house managers/front of house staff always tries to be accommodating when possible. Even if the tickets were bought third party. I can state two good examples of this.



1. I was working War Paint. A patron who bought her ticket from her hotel was not happy when she found out that those siting in the same area ended up paying the same price she did, she paid much higher and was far from happy about that. The house manager very politely explained why that was, that they got their tickets from the theatre/Ticketmaster and she got it from her hotel. He informed her that because that was the case they unfortunately couldn’t help her. She wasn’t happy but still stayed and enjoyed the show.


2. During a performance of Chicago, a patron came up to me, saying that he thought that the tickets he had were more towards the center than the side He showed me his receipt from seat geek. I informed him (as per what I was taught to do in this stuarion) and told him very politely that since he got the tickets from seat geek there unfortunately wasn’t any way we can help.

So yes, if it’s bought third party, even reputable ones such as TKTS or TodayTix, it’s still third party."

 

With all due respect, the ushers do not get a vote in how the box office and producers for any particular show choose to handle refund/past-dating policies.  Your anecdotal evidence (in 2  wildly different scenarios) has no correlation on how these things are handled, which are (as you yourself acknowledge) on a show by show basis.  So please take your "offense" elsewhere.

Updated On: 1/10/19 at 05:59 PM

[Islander_fan]

Posted: 1/10/19 at 6:35pm

JSquared2 said: "Islander_fan said: "JSquared2 said: "To borrow Hogan's oft-used phrase, There. Are. No. Rules. Go to the actual box office. If it's an underperforming show, they may very well allow you to past date. If it'sMockingbird, orDear Evan Hansen, then probably not. Last week I pastdated a TodayTix ticket. But no one on this board can give you an accurate response. Go to the box office."

I do find offense in saying that no one here can give an exact response. I work on Broadway for just under shy of three years as an usher. I’ve worked different theatres and all house managers/front of house staff always tries to be accommodating when possible. Even if the tickets were bought third party. I can state two good examples of this.



1. I was working War Paint. A patron who bought her ticket from her hotel was not happy when she found out that those siting in the same area ended up paying the same price she did, she paid much higher and was far from happy about that. The house manager very politely explained why that was, that they got their tickets from the theatre/Ticketmaster and she got it from her hotel. He informed her that because that was the case they unfortunately couldn’t help her. She wasn’t happy but still stayed and enjoyed the show.


2. During a performance of Chicago, a patron came up to me, saying that he thought that the tickets he had were more towards the center than the side He showed me his receipt from seat geek. I informed him (as per what I was taught to do in this stuarion) and told him very politely that since he got the tickets from seat geek there unfortunately wasn’t any way we can help.

So yes, if it’s bought third party, even reputable ones such as TKTS or TodayTix, it’s still third party."



With all due respect, the ushers do not get a vote in how the box office and producers for any particular show choose to handle refund/past-dating policies. Your anecdotal evidence (in 2 wildly different scenarios) hasno correlation on how these things are handled, which are (as you yourself acknowledge) on a show by show basis. So please take your "offense" elsewhere."

With all due respect you’re very much incorrrect. But, please indulge me. How do you know what you’re saying is correct? I’m genuinely curious 

[Carmilla]

Posted: 1/10/19 at 9:34pm

TodayTix will not issue a refund or exchange if an over the title actor is out. They will give you past dating instructions, and let you know that past dating is at the theatre's discretion.

If it's a future performance, sometimes they offer to attempt to resell your tickets for you. But even if they do resell, they will only give you TodayTix credit, not a refund back to your original method of payment.

For TodayTix orders that you have to pick up your ticket from an agent, they will only issue full refunds if you call them IMMEDIATELY after the order was placed, and they haven't processed the order yet.

For TodayTix orders that you pick up tickets from the venue box office, it depends on the show. You may be able to get a refund.

They won't issue you a refund if you miss a show.

Updated On: 1/10/19 at 09:34 PM

[ColorTheHours048]

Posted: 6/14/22 at 7:09pm

Reviving this thread to say TodayTix WILL offer a voucher for the full order amount if an above the title star is out. Patti is out of Company tonight and TodayTix issued a voucher refund within 20 minutes of my contacting them by support form.

[nophibbing]

Posted: 6/15/22 at 8:14am

Adding to this, TKTS sells tickets directly from the box office, they're not a third-party. They're an official Broadway box office recognized by the Broadway League. They don't buy tickets that they then resell to patrons at a premium. If someone whose name is above the title, and in a lot of cases just someone who patrons are buying tickets specifically to see, is out of the show then they will return the ticket. A great example of how accommodating they are, in 2017 when Andy Karl and Denee Benton were nominated for Groundhog Day and Great Comet respectively, TKTS was returning tickets if later in the day it was announced either were out for that performance simply because they were Tony nominated. Typically if you purchase tickets to a show to see a particular person and later in the day find out that person will not be performing that day then they can likely make a return or exchange if you explain the situation to them. Now, if you just change your mind and want tickets to another show then that's a different story, and they're less accommodating in those situations. Once the money is exchanged it belongs to the theatre the show is playing in and not the TKTS box office. TKTS only keeps the small service fee they charge on each ticket.