Why have you taken the decision to cancel the whole of Festival 2020?
All the indications from government point to social distancing being in place for many months to come, as the country continues its vital fight against coronavirus while protecting the NHS. At this unprecedented time, we feel this is the most responsible course of action we can take in order to ensure the future resilience of our organisation as well as protecting our staff, artists and audiences.
Will all the shows from this year be transferred to next year?
Unfortunately, it may not be possible for us to transfer all our 2020 shows into 2021, due to a number of factors including licensing and cast and creative team availability. Planning a season is a huge logistical undertaking and the current uncertainty is causing it to be even more of a juggling act.
We are intending to reschedule South Pacific and The Unfriend to Festival 2021, so all existing ticket holders for those productions will have the option to carry their tickets over at the same price to the new schedule as soon as it has been confirmed. We are hoping to retain or revisit some of the other Festival 2020 shows and will share further news when it is available.
If things suddenly improve and the social distancing measures are greatly relaxed, will you stick to this plan or could you revisit the possibility of staging shows this year?
Yes – we’re focused on remaining flexible.
When can I expect to hear about my tickets?
You can imagine how busy our Box Office will be at this time – they are a small team, all working from home – so please be patient and wait to hear from us, rather than contacting us yourself; we will be in touch as soon as we possibly can.
With many of our staff currently furloughed, it will take us longer than usual to process the changes to all bookings so please do bear with us. We hugely appreciate our audience members’ patience while we work through the Festival 2020 productions in date order and you will be contacted about each show you have booked for in turn.
I have tickets for The Life of Galileo and/or The Real Thing. Will I get a refund now that these two shows have been cancelled?
All ticketholders will be offered the opportunity to claim a refund or to retain the cost of your tickets as a credit on your CFT account, which you will be able to spend on our next season when it is announced. Many of our audience affected by the initial cancellations have generously chosen to turn their tickets into donations or retain a credit on their account - approximately 40% refunds, 60% credits and donations.
I have tickets for South Pacific / The Unfriend. What should I do about my tickets?
We intend to transfer South Pacific and The Unfriend to Festival 2021, however there are many details for us to confirm before we can make the new schedule available to bookers. All existing ticket holders for those productions will have the option to carry their tickets over at the same price to the new schedule as soon as it has been confirmed. If you would prefer to take a refund at this time we will of course return the cost of your tickets to you. All other members will receive the usual priority booking when we announce our next season.
I have tickets for another show or event later in Festival 2020. Should I contact the Box Office to claim a refund?
As mentioned, many of our staff are currently furloughed and our remaining staff working from home. We will be working through the season in date order and it may take us a while to get to your booking if your tickets are for later in the season. We hugely appreciate our audience members’ patience and you will be contacted about each show you have booked for in turn.
What are my options with regards to cancelled events?
We understand many of our audience members may be in difficult financial situations so if you need to ask for a refund we can of course return the cost of your tickets. You will also be offered the option to retain the cost of your booking on your CFT account so that you have funds available to book tickets when we launch our next season. The option to donate the cost of your tickets is also available and we are incredibly grateful to every single person who has donated so far to help support the Theatre during this difficult time.
What is the difference between a credit and refund?
A credit will return the money you paid for your tickets to your theatre account. It will be available for you to spend on ticket purchases at the theatre for up to two years from the date of issue. As a registered charity, we are managed by a Board of Trustees who are fully aware of their responsibilities and the need for good financial management to ensure that that any credits are safe and never at risk. A refund returns the money paid to the original payment method, in most cases this will be the card you paid with. If you paid by cash or cheque we will contact you to arrange a bank transfer refund, this may take up to 5 working days. If you paid by CFT Gift Voucher, or Theatre Tokens, this amount will be credited to your theatre account.
I have gift vouchers, what should I do with them?
If you contact our Box Office team when your voucher is about to expire they will be able to exchange it for a new one giving you a year’s extension on your voucher.
I have tickets for the David Suchet event. Do you still plan to reschedule this?
Yes, we absolutely intend to reschedule this event and will be in touch as soon as we have confirmed a new date. Thank you for your patience and for bearing with us while we work to reschedule.
I have tickets for one of the other Events in the Festival programme. Will these be cancelled as well?
The majority of these will be cancelled and we will be in touch if your booking is affected.
I’m a Friend, will I receive a refund on my membership for this year?
We hugely value the loyalty of our Friends - membership fees enable us not only to stage world-class theatre but to run our extensive community and education programmes. We recognise that, because of the pandemic, you may not be able to take full advantage of your benefits this year. In light of this we would like to offer our Friends £10 off your next renewal. We’ll be in touch by 25 May with further details about this offer and how to claim this discount if you would like to take advantage of it. However, if you feel able to pay the full usual membership fee we’d be very grateful; with no box office income for the foreseeable future, every pound of income is crucial to us.
We do however understand that many of our audience members may be in difficult financial situations so if you need to ask for a refund on your membership, please email email@example.com and we will of course be happy to help. We will cancel your membership with immediate effect so please note that this will mean you do not benefit from priority booking or discounts when we announce our next season.
I’m a Prologue member, about to turn 26 in the coming year. What does this mean for my tickets for South Pacific and The Unfriend? Will I need to pay more for them?
We will be honouring the cost of all tickets already purchased for South Pacific and The Unfriend for ticketholders who wish to transfer them to the new schedule when it is confirmed. This includes all Prologue ticketholders, even if you have graduated out of the scheme in this time and turned 26. At the moment we are discussing the possibility of extending the age range of Prologue for the whole of Festival 2021 to help our younger audience members get back into theatre.