Here at Skiddle, we have always taken pride in being a customer-first company and have worked tirelessly over the last eighteen years to give music fans a ticket platform that is honest, fair and as transparent as it can be. With increased consumer confidence comes increased confidence with promoters, and we work hard to develop our relationships with both parties, especially during this time.
You might have seen last month (Jun 20), we launched our booking fee credit system, an industry first. Typically, it’s industry standard amongst ticket agents to retain booking fees when events are cancelled or postponed, due to the costs of processing bookings and refunds. However, with Skiddle, customers can now apply for their booking fee to be claimed as a credit when an event they have purchased tickets for is cancelled or postponed and they can no longer attend.
Customer credit can be redeemed on any future Skiddle order within the next 12 months. It does not need to be an event of the same promoter the booking fee applied to originally and it is simply applied to the new order by ticking a box at the checkout.
We’re no longer refunding booking fees to customers regardless of when they purchased. Instead, when a customer is refunded or they opt to refund themselves via their Order History it will inform them that we have processed a Face Value ONLY refund. They are then provided with the option to claim their booking fee as credit, the video below illustrates how customers can claim their booking fee credit.
We have informed our customers that there may be some delays in processing due to the nature of event organisation. In order to maintain a good relationship with customers during this time, you as the promoter would need swift confirmation of new dates where possible.
In order for customers to claim credit for their booking fee, they will need to follow the instructions on the email Skiddle will send them in their refund confirmation email.
For answers to any booking fee credit queries or any other questions, don’t hesitate to get in contact with our Account Support team at firstname.lastname@example.org. You can also submit a query via the Skiddle website.