When I came to the theatre yesterday to change the day on tickets (bought with others for earlier shows)that I had bought for October, I was shocked that I had been charged £2.50/ticket for this transaction.
It was explained that this was to prevent people doing this but in this case you are dissuading people from booking for many productions in advance. I think it may be ok to charge for a current production change but when I come in person to change for a production months ahead, when most of the dates are free, I think some discretion could have been used. Also, to tell me that most theatres do this is not particularly helpful as those of us who have been coming for years feel that this is our theatre which has the personal touch - obviously no longer!
Thanks for your feedback on the subject of our transaction charge. Whilst an admin charge is levied it is certainly not done so as a deterrent and I’m sorry that you were misled. The charge is applied to cover the real costs involved in staff time, both in the box office and finance department and the costs of producing the tickets. We worked out the cost, for example, of transfers that took place during the run of Propeller and were quite taken aback by the financial implications of offering this service. Nevertheless, we feel it is important and plan to continue with it for the foreseeable future. We are very conscious that we have many loyal patrons and we do our utmost to make sure that we offer value for money. We have resisted, for example, the now commonplace practice of charging a booking fee for ticket transactions.
You may be interested to know that one of the benefits of becoming a Friend of The Watermill, alongside receiving priority booking, is that a ticket transfer charge is not levied.
I’m sorry that you feel aggrieved and hope that you continue to visit as your support is very important to us.