Customers with cancelled or postponed festivals
These are unprecedented times that we are living in. While the welfare of human life unequivocally comes first and foremost, the live events industry is also being hit dramatically.
As more and more festivals are rescheduled, postponed or cancelled, the implications on promoters, artists, staff and partners continue to mount up. If these persist, then many will unfortunately not emerge on the other side.
And then there are festival-goers like yourself. Those who have purchased tickets booked accommodation and sorted travel months ago with immense excitement. The sting of having your festival plans torn up is a horrible feeling.
The forthcoming weeks and months will no doubt be difficult for everyone involved in the industry, however, we believe that if we stand together and support each other we will come out stronger on the other side.
We understand this is a global challenge faced by all, but as a ticketing agent for live events, we feel a natural responsibility to support our industry.
With that in mind, we wanted to address some of the main concerns festival-goers will be having regarding cancelled or postponed festivals.
What happens if my festival has been cancelled?
We will contact our customers whenever a festival is cancelled to outline the next steps regarding refunds. Please bear with us, we will be in touch as soon as we can.
What about if my festival is postponed?
Before cancelling, many festivals will look at alternative dates later in the year. If this is possible and you are offered a booking transfer to the new dates, we encourage you to do so.
Festivals, particularly those that are independent, rely heavily on the support and loyalty from fans like yourself. By transferring your booking to the new date, you are giving them your full support during this difficult period, while providing some much-needed confidence that they can continue to work on producing the best festival experience possible.
We will again be contacting all customers when their festival is postponed.
Can I get a refund if my festival is cancelled or postponed?
Every festival is different, and may therefore have a different stance on refunds. We will work alongside each festival to clarify their position on refunds, and once authorised by them, we will be in touch with all customers to share the promoter’s refund process and timeline.
If you have received your event cancellation email but haven’t yet received your refund, please be patient. There is no need to get in touch, as the promoter is still working hard behind the scenes to organise the refund process.
Once the promoter finalises the process, refunds are processed automatically so customers do not have to take any further action. Festicket release funds fairly quickly as our refund processing time is 3 to 5 business days and you should see the funds back in your account within 7-10 business days once we have processed the refund, however, this depends on the speed your card issuer processes the funds back to you and isn't something we have control over.
Support the industry: don’t claim your face value refund
Given these extraordinary times, we are asking customers to consider forgoing a refund on their tickets, if they financially can. Festivals have become an essential part of all our lives – they let us escape reality for a weekend and give us a safe space to party together with friends and some of our favourite artists. By allowing them to keep these funds – we don’t take a penny off the face value – you are helping to support their survival and giving them the opportunity to create many more experiences like this.
We must stress, however, that we know this is simply not an option for some people and are only suggesting this for those in a financial position to afford to consider doing so.
What about booking fees?
As a ticketing agent, we do not take any of the face value of your ticket orders and rely on our fees in order to fund our operations. As a result, we must retain these to continue to cover the huge increase in our fixed costs (staff, software, payment & refund processing fees, etc.) and keep the platform operating. Without them, there would be no Festicket. We hope you understand.
Amongst all this, a sense of normality can bring huge relief to many and is a welcome distraction from the rolling news coverage.
It is with that in mind that we are striving to continue to support the live events industry during this testing time, and will continue to provide our entertaining music and festival coverage across our online magazine, email and social channels.
We recently took the step to temporarily shut our offices, so all our staff are now working remotely from their homes, with many doing so alongside their furry friends. You can keep up to date with our quirky work-from-home setups by searching #FesticketWFH on Twitter.
We are of course in no way attempting to downplay the severity of the situation, but we firmly believe that an element of entertainment and humour is needed now more than ever.
In the meantime, however, stay safe and look out for each other.
Current Affected Festivals
Please note we are aiming to keep this list regularly updated, but for all affected events, we will notify all customers via email.