The show I booked tickets for is cancelled, what should I do next?

The show I booked tickets for is cancelled, what should I do next?

ATG, Encore, Ticketmaster, Resident Advisor and more share their plan of action for the virus pandemic

In light of the recent Coronavirus (COVID-19) pandemic, events are being cancelled in the masses. The ripple effect of this leaves everyone from musicians to theatres to ticket vendors in a state of flux. If you have purchased a ticket for an event that has now been cancelled, the following statements from the UK's ticket providers offer insight into their refund processes.

As the UK's response evolves rapidly and cancellations increase hour-by-hour, the most appropriate response right now as a ticket holder is to be patient. Customer service is still of integral importance to these businesses and action plans are being put into place. Keep checking back as official statements and helpful links are added.


Unfortunately, as a result of ongoing social distancing restrictions, we have now suspended all performances at our UK venues until Sunday 18 October 2020.

We apologise for the inconvenience caused but hope you understand given the exceptional circumstances. If you have made a booking that is affected by this suspension, you do not need to do anything. We are currently contacting customers whose original tickets were for performances up to 20 September. Customers booked for performances between 21 September - 4 October will be contacted in the week commencing 24 August. And customers booked for remaining performances will be contacted in the week commencing 7 September.

Bookings for performances with confirmed rescheduled dates will be automatically moved to the new dates and customers will be informed accordingly. We are working with Producers to reschedule as many postponed shows as possible so please do bear with us. Full credit vouchers which are valid until 31 December 2021 and including all fees, or refunds, are available for all cancelled shows.

Over the last few months, our teams up and down the country have successfully rescheduled over 15,000 separate performances of great quality plays, musicals, comedy and live music. For further details please click here.

Throughout 2021 we have a wonderful array of productions on sale, everything from The Addams Family to Derren Brown: Showman, Waitress to Looking Good Dead, and School of Rock to My Best Friend's Wedding. Please book with confidence knowing that if there are any further suspensions, your new tickets will remain fully valid for further exchanges or refunds.

On behalf of all our staff, backstage crews, front of house teams, actors, dancers, musicians, and the entire British theatre industry we want to thank you for your support and understanding as we work together to ensure the future success of our industry. All of us at ATG are enormously proud to be a small part of British Theatre, renowned as the greatest in the world. The arts has inspired, educated, entertained and enriched the lives of audiences for hundreds of years but has never been challenged like this. With your ongoing commitment, we believe we can come back faster and stronger than ever before.

As you can imagine, we have a large number of customers that we are assisting, so we ask that you please bear with us. Your patience is greatly appreciated at this time. For further details please go to Updated: 24 Aug 2020


Please refer to


'Dear Customer, Following the cancellations of Broadway productions last week and Boris Johnson's announcement on 16th March, we received the following communication from SOLT (Society of London Theatre) and UK Theatre, who represent many of the UK's theatres:

"We regret to announce that from 16th March, SOLT and UK Theatre venues have closed following official government advice. They will remain closed until further notice and will re-open when possible, following government recommendations."

We are likely to learn more today about how many performances are affected, and this may differ for productions at different venues. As soon as a suspended show is confirmed as cancelled, we will be in touch to book you in for an alternative date or process a refund.

Please do not contact us about a new refund or exchange. We are extremely busy dealing with enquiries and we are currently working through booking amendments and refunds as performances are confirmed as cancelled.We will keep our website updated with the latest information, as guided by official advice.

We thank you for your patience and understanding in these unprecedented times.'


Please refer to's coronavirus support pages

The show I booked tickets for is cancelled, what should I do next?


'Should an event be postponed or cancelled, our dedicated Customer Services team will contact you the moment that we have been informed and it should be assumed that all events will go ahead as planned until you are informed otherwise.

In all cases when an event has been postponed and your tickets have already dispatched, it is important that you keep a safe hold of all of your tickets as they will remain valid for the newly announced dates which the organisers will be working around the clock to arrange for you.'
— read in full at

Resident Advisor

The coronavirus pandemic (COVID-19) is disrupting human life around the world. While serious illness and loss of life are the main tragedy of this virus, it is taking an economic toll as well, eliminating people's ability to make a living in a vast range of industries and communities.

Electronic music is no exception. Club nights and festivals are being cancelled or postponed in huge numbers to slow the spread of the virus. In these extraordinary circumstances, we are asking those who can afford it to not request a refund for cancelled events.

The money will go to the promoters who organised the event, which will help keep our scene afloat. Promoters are an essential part of club culture—they bring in the artists you see every weekend. They generally work with narrow margins, and many are only a few bad parties away from going under. By not claiming a refund, you're making a donation to help save our scene. We'd like to reiterate: you should only consider forgoing your refund if you're in the financial position to do so.

See Tickets

Unfortunately, due to the evolving situation regarding the COVID-19 outbreak, many events taking place in the near future are being cancelled, postponed or rescheduled. We will do our best to keep you updated as quickly as we can.

If you have a query regarding an event you are due to attend, and whether this is affected by the COVID-19 outbreak, please be aware that if an event has been cancelled, postponed or rescheduled then full details will be sent to you via email.

If you have not received an email from us yet, then as far as we know the event is still going ahead as planned. If you have seen an announcement on social media about your event, please allow time for this to be communicated to us.

We will post daily updates on our website and Facebook, Twitter and Instagram channels (please note we will not be able to cover all event news here). All West End Theatre updates will be available at

If in doubt, and you want to get in touch with our customer services team, please contact them online via our Live Chat and Contact Form or our Customer Support Centre and


'As a result of the high volume of cancellations and rescheduled events, we encourage you not to reach out directly with a refund request. The best way to check your event status is through this portal.

Please understand that due to the high volume of enquiries, our Fan Support team is experiencing longer than normal wait times.

For now, we want to thank you for being such a valued part of the live entertainment world. We are working around the clock on solutions and truly apologise for any inconvenience.

At Ticketmaster, our vision is to connect people through the power of live events. What makes these experiences so special is the pure joy we feel from being among a community of like-minded, dedicated fans, which is why we'd like to take a moment to offer our most sincere support to any of our fellow fans, friends and family who have been affected by this virus. We wish everyone the best health and safety during this difficult time, and we look forward to returning to our favourite live events as soon as possible.'
— read the full statement and find FAQs at


The impact of the coronavirus is an issue we are taking very seriously as we know globally it has a direct impact on both our buyers and sellers.

The evolving situation due to COVID-19 (the novel coronavirus) has likely led to questions about what happens if an event gets cancelled or postponed.

- If an event is cancelled – you do not have to do anything. We will contact you. You will be entitled to a full refund.

- If an event has been postponed or rescheduled – you do not have to do anything. We will contact you regarding the new date as soon as it is announced.

All events are considered valid unless there has been an official announcement stating the event has been cancelled.

At viagogo, customer satisfaction has always been our highest priority. We recommend anyone feeling ill take precautionary steps if attending an event in any region and to always consult your doctor.

Per the terms and conditions in viagogo's buyer policy guarantee, buyers are entitled to a full refund if an event is cancelled.


We would like to clarify how our customers may be affected by the impact of the Coronavirus on the live event industry.We, and the event organisers we work with, are closely following the Government's advice and doing all we can to ensure that the latest information reaches you as quickly as possible.

At the current time there have been no UK-wide restrictions imposed on public gatherings. However, in light of the uncertainty, some event organisers have chosen to cancel or postpone their events.

If you hold tickets for a cancelled event you will not need to contact us to request a refund. We will contact you to inform you of the cancellation and will automatically process a refund back to your original payment method.

If you hold tickets for a postponed event we will contact you with details of the postponement. You will be offered the option of holding on to your tickets for use at the rescheduled date, or of obtaining a refund.

If you hold tickets for an event that will be taking place as advertised then our usual terms and conditions apply. If you purchased Refund Protection with your order, are not longer able to attend the event, and believe you may be entitled to a refund please contact Ticket Plan directly.

Follow The List's Staying In is the New Going Out articles for more recommendations, alternative online events, press releases, refund policies, restaurant deliveries and further general information.