DPAC offers refunds, tickets for future show
The Durham Performing Arts Center has started making concessions to upset ticket holders to the Feb. 12 performance of “The Book of Mormon” that was not cancelled during the snowstorm.
They now are being offered refunds or tickets to “The Book of Mormon” when it returns to DPAC in 2015-16, effectively announcing the first Broadway show for that tour season.
Frustrated ticket holders took to Twitter and Facebook to ask for refunds or exchanges on Wednesday and Thursday, but were met with no response or being told “no,” as the run of the Broadway hit is sold out. Calls and emails to the box office also resulted in no exchanges after the missed show, or refunds. But that was then.
Now, some DPAC customers are happier.
DPAC also posted a note on its website that the nightly lottery for extra seats to the show was cancelled to accommodate those affected by weather.
About 500 people made it to the Feb. 12 performance in the 2,700-seat venue, including several who walked through the snow. The governor had declared a state of emergency, and drivers’ afternoon commutes that were usually 20 minutes took hours.
Thursday evening, DPAC responded individually to customers with emails asking them to be patient while something was worked out.
Sara Greene, who emailed DPAC General Manager Bob Klaus directly, received a response to please have patience and faith in their good intentions, she said. He also told her they were working on a solution, Greene said.
That solution came later, when DPAC offered a refund or tickets to “The Book of Mormon” in the 2015-16 season. The email stated that the exact date for the next tour stop in DPAC would be firmed up in the next several months.
On Thursday, Daniel Worrall had said he wanted some sort of compensation or acknowledgement that, as a ticket holder, he was “out $75 per ticket and it’s not my fault.”
He and his wife didn’t make the trip from Greenville after learning of the dangerous road conditions in the Triangle. Worrall said even a voucher for a free beer would be a concession.
On Friday, he said that he and his wife – whose original tickets were her birthday present – decided to take tickets for “The Book of Mormon” later on.
“I figure it’s going to sell out as quickly in 2015 as it did this time and I don’t have to worry about not getting tickets then,” he said.
“I'm glad [DPAC] changed their tune, but they provide a fairly quality service. Like I said originally, I just wanted some kind of consolation and they did that, so I have no problems with them,” he said. “I wasn't planning on cancelling my tickets to Eddie Izzard later this year regardless of what they did. But, I can always use a beer voucher.”
Greene said she plans to take the ticket refund, and wished they had added another show. She won’t get season tickets again, she said.
Greene thinks DPAC already should have had an extreme weather policy in place, as she and her friends had different experiences with customer service. She said she felt badly for staff answering the phone and dealing with unhappy people.
“My impression of DPAC has certainly changed since this incident,” she said. “I think they do a wonderful job running the theater when we’re there, from parking to ushering, to organizing the line at the bathroom. However, this is the first time I’ve ever witnessed something negative there. I am disappointed with how they handled it.”
Ticket holders who could not make it to the Feb. 12 show may contact DPAC at email@example.com.