Norwich theatre to offer ‘gesture of goodwill’ to ticket holders unable to get to venue

PUBLISHED: 18:12 01 March 2018 | UPDATED: 18:19 01 March 2018

Norwich Theatre Royal in the snow.
Photo: supplied by Norwich Theatre Royal

Norwich Theatre Royal in the snow. Photo: supplied by Norwich Theatre Royal

supplied by Norwich Theatre Royal

Norwich Theatre Royal has said it is currently agreeing “a gesture of goodwill” for ticket holders who are unable to make it to this week’s performances of Matthew Bourne’s Cinderella due to the extreme weather conditions.

All performances of the show have so far gone ahead despite the heavy snow, and the remaining performances this week are currently also expected to take place as scheduled.

The venue has said that it will be in touch next week with every ticket holder unable to get to the theatre due to the bad weather.

Following several theatre-goers voicing frustration that they are unclear what exactly this means, the theatre has further clarified the situation.

Norwich Theatre Royal chief executive Stephen Crocker said: “This week, we are focused on making sure the performances of Matthew Bourne’s Cinderella run as planned for those who want to see them and can get to the theatre safely, ensuring they get the chance to enjoy this magical production.

“We do understand the frustration of those people who will not be able to make it because of the weather conditions and we have tried to give as much information as we can when we have it.

“Our terms and conditions of purchase do state that, except in the event of a show being cancelled, no refund or part-refund is available after a ticket is purchased. No refunds will be given for Cinderella as the performances have gone ahead.

“However, given the exceptional circumstances this week, we are in the process of agreeing a gesture of goodwill to customers who were unable to make the performances and, as we have said already, we will be in touch with them all next week with the details.

“Meanwhile the Norwich Theatre Royal team is working very hard on delivering the remaining performances of Cinderella for the many people who can attend. We thank everyone for their patience during this challenging period of bad weather.”

Among the people who have been frustrated by the situation is Tenjy Darcy, from Aylsham, who had been due to watch the show with friends tonight as an early 30th birthday celebration, but will now not be able to make the journey to the theatre from north Norfolk.

She said: “I don’t think a ‘gesture of goodwill’ is good enough because people do not know exactly what that is. If people knew exactly what it was they would be able to make a better decision [about what to do with their tickets].”

John Place, from Elmswell in Suffolk, was equally frustrated because the weather had meant his family could not see the show on Wednesday for his daughter Beatrice’s 11th birthday.

Mr Place, who had spent £130 on tickets, said he understood it was a difficult situation but added: “I just find it very frustrating and unclear as to what exactly the theatre are going to do. They just needed to be clear what the situation was and they weren’t. Next week is a bit late.”

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