Ohio State University Department of Theatre Ticket Office & Patron Services

The refund and exchange policy for The Ohio State University Theatre Ticket Office is displayed clearly, in writing, on our websiteWe also express this policy, verbally, to every customer we interact withWe do not offer refunds, or exchanges, on any purchases made through our officeAll sales
are finalWhen a customer purchases tickets through our office, they are not paying for their attendance to the production, they are paying for the purchase of the seatIf the customer then doesn't attend for any reason, we still hold those seats for the entirety of the evening - meaning, those seats will remain empty and waiting for the purchasing patronThis policy structure is largely considered to be the standard across our industryThe production this customer is referring to took place off campus...the location of the production was made very clear on our website, all our printed materials, on our partner websites (CAPA.com and ticketmaster.com), was given verbally to students by faculty and staff in the department, and was relayed to all customers purchasing tickets by our ticket sellersOf nearly 2,people that attended this production that weekend, this was the only instance we had of an audience member claiming to not know the location. When I spoke to this customer on the phone, she told me that the ticket seller she dealt with "refused" to give her the location of the production....this is not an accurate depiction of the conversation, and even if it were, there were multiple available sources that provided the address and name of the theatreAttached is a portion of the syllabus for this student’s class, given directly to me by the instructor…it clearly states the location of the productionWhen I spoke to the instructor for this course, she gave me the following information: “The section [of the syllabus] on Macbeth includes a note that this production took place off-campus, and it provides the theater’s website and addressThis information was also emphasized during the syllabus overview on the first day of classIn addition, there was at least one recent class session when we had an in-class discussion about where/how students procured their tickets for this show since it was not being performed [on campus].” We do everything in our power to ensure that our customers have a positive experience when they deal with our officeOur customers, and students, will always come firstWe are always willing to work with customers when there are extenuating circumstancesHowever, based on this student’s description of the incident, there is no indication that such circumstances existedThe location information was disseminated in so many different ways, and was given so clearly, that we do not feel this occurrence requires a breaking of protocol to refund the ticket price