The Society of London Theatre (SOLT) has asked for “patience and understanding” as the sheer number of refunds to be processed due to Covid-19 means it is “impossible” to process all tickets within its usual 14 days.

The not-for-profit organisation representing the London theatre industry released the statement on behalf of West End theatre operators and the Society of Ticket Agents and Retailers (STAR) to offer customers clear information in light of the shutdown and ease the strain on box offices and ticket agents.

SOLT tells fans to do nothing if their performance has been cancelled, assuring fans that theatres, show websites and ticket agents will contact people directly to arrange an exchange for a later date, credit note or refund.

It also asks that ticketholders do not contact their credit card companies as that will slow the process down and put an additional burden on box offices and ticket agent teams.

The theatre industry is lobbying government for a clearer time frame on closures and extending the legal refund window, and urging credit card companies to look at their automatic charge-back processes during this time period. SOLT has cancelled all performances until April 26 whilst it waits for further clarity from the government.

SOLT’s statement added: “In order for us to serve our audiences the best we can, please do not get in touch with your point of sale if you have booked for performances after 26 April but please be reassured that if we have to cancel future performances you will be directly contacted by your theatre or ticket provider. We will continue to provide updates as additional information becomes available.

“We look forward to welcoming you back into our theatres as soon as we are allowed to resume performances. In the meantime stay safe and healthy.”

Image: Steve Collis