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UK ticketing regulatory body urges customers to be ‘patient and kind’

The Society of Ticket Agents and Retailers (STAR) has asked ticket buyers to be “patient and kind” while waiting to hear from ticketing providers about refunds following social distancing guidance.

The UK’s self-regulatory body for the ticketing industry has requested consumers to “not to flood contact centres with calls and emails and to wait for ticket sellers to contact them regarding exchanges and refunds.”

Following new guidance from the government on social distancing, many events in venues across the UK are being cancelled or postponed. This includes venues operated by Society of London Theatre and UK Theatre members until further notice. It also includes many other events in music, arts and sports venues across the UK.

STAR has urged customers to instead check venue websites for details on whether their event has been postponed or cancelled and wait to be contacted by the company they bought their tickets from regarding exchanges and refunds.

STAR said in a statement: “Wherever possible, customers are asked to avoid calling venues and ticket sellers and wait to be contacted. Flooding businesses with phone and email enquiries at a time when pressure is at its highest can be counterproductive.”

Jonathan Brown, chief executive of STAR, added: “Rest assured, our members are working as hard as they can to resolve your issues. They are very busy also dealing with their own measures to care for their staff and run their businesses.

“Please be patient and kind as box offices, ticket agents and other ticket sellers are committed to helping you during this extremely difficult period.”

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