Organisers of the cancelled Boardmasters festival have informed ticket-buyers that full refunds have been processed after receiving criticism over See Tickets issuing partial refunds.
The five-day surfing and music festival in Cornwall, scheduled for August 7 to 11, was cancelled a day before it was scheduled to start due to a weather warning.
However, Boardmasters faced a backlash after many fans reported only being refunded a small portion of their ticket, with one fan on Twitter stating: “Lovely £10 back from a £210 ticket. @Boardmasters what are you playing at?”
— Josh (@Joshmayne26) September 9, 2019
Organisers have now said they will reimburse the face value of tickets, which ranged from £59 ($71/€65) for a day-ticket to £1,388. However, it would not refund the typical £17 charged in fees per ticket, including two booking fees of £8 and £1.50, an optional £6.30 refund protection charge and a £1.50 transaction fee.
The organisers said in a statement: “We are aware that some customers received a partial refund from See Tickets. This was due to refunds being issued by ticket type e.g. litter bond or parking rather than as a whole. We are as disappointed as you are at the alarm this caused some of our customers and have raised this with See Tickets. Please be assured all refunds have now been issued.”
Its ticket agents See Tickets, Verve/Pollen and Festicket will process the refunds “in the next few days depending on your payment method or bank.”
Boardmasters added: “Following a festival cancellation of this scale, it takes time to work through a claim and receive the funds from insurers in order to process refunds. We know that this has caused frustration and disappointment for some of you. Please be assured, refunds have remained our priority and we worked as fast as we could to get these to you via our ticket agents.”