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Clark Planetarium

110 S 400 W, Salt Lake City, Utah, United States, 84101-1145

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I purchased tickets for the February 1st showing of Pink Floyd lights show, however upon arrival at the planetarium at 10:57PM, we found the doors to be locked.

After a bit of knocking since we could see people inside, we were let into the lobby only to be told that there could be no late seating and there would be no refunds.

This was a less than ideal outcome. This was not made clear in the email and we arrived prior to the starting of the show. There are more clear instruction on the ticket itself, but that is in the attachment not the body of the email which I did not open prior to arriving at the venue.

Clark Planetarium Response • Mar 02, 2020

The Clark Planetarium has a policy to not allow late seating to shows. It disrupts the experience for the guests who arrived on time. And, in the case of our Cosmic Light Shows, would violate FDA requirements for the usage of entertainment lasers. This policy is well indicated in building, on our website, and on our tickets purchased through our website.

In this particular situation, the guest and his party arrived several minutes after show start (as indicated by surveillance camera). Because it was the last show of the night, the main doors were locked right at show start as well. These guests arrived after the door was locked. The situation was explained to them, even pointing out the policy on the tickets they had. We offered them complimentary passes to return another day, but it was declined and the guests left.

A complaint was sent to us initially through our Customer Services department. The policy was again explained. It was during this process that we were made aware that the guest was from out of town and that the complimentary passes would not have been usable. Had that been explained the original night, this process might have moved faster. Once we were aware, we sought an exemption to the policy for this guest. Once that was approved, the refund was processed.

The experience of our guests is very important to us. And that is why we have these policies in place. We also understand that exceptions can be made, but they need to be made through the proper process and with the proper information.

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Address: 110 S 400 W, Salt Lake City, Utah, United States, 84101-1145

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