GUIDE TO USING OUR ONLINE CANCELLATION TOOL.
You can now manage your tickets for cancelled events within your Shakespeare’s Globe account
All summer season performances, events & tours up to and including 8 October 2020 have now been cancelled, and our Box Office team are working to contact everyone chronologically, via email or phone.
To help make this process quicker, during a time when we have a significantly reduced Box Office team, we have launched a new functionality in which you can now manage these tickets for cancelled events within your Shakespeare’s Globe account.
The below information is a guide to help you do this.
The safety and health of our staff and visitors is our number one priority. We are actively monitoring and following advice from the UK Government and Public Health England about the outbreak of Coronavirus (COVID-19).
On 18 March 2020, we closed our doors to the public until further notice, ceasing performances, education activities and tours. All performances and events up to and including 8 October 2020 have now unfortunately been cancelled, including theatre shows, onsite education activities and guided tours.
Our new online self-service cancellation tool
To enable us to process your cancelled bookings as quickly as possible whilst we have a much-reduced team, we have introduced a new online self-service cancellation tool that you can use to let us know how you would like us to process your tickets.
How to use the tool
Once you have logged into your Shakespeare’s Globe account, please click on the ‘Event cancelled – view options’ button next to each cancelled event in the list and fill out the cancellation options form that appears.
If you cannot see the ‘Event cancelled – view options button next to one of your events, this is because there are a small number of one-off events in the latter half of the year that we are currently investigating alternative ways to host. If you have booked for one of these events, we will be in contact as soon as possible to confirm the next steps for your booking.
If you have also booked for any of our online events, such as our Telling Tales Together family workshops, these events will appear in the list but are not cancelled and so the cancellation button will not appear.
On the form, you will be able to choose whether you would like to donate the full or partial value of your tickets or receive a credit voucher or a refund.
After you’ve filled out the form
Once you have done the form for each of your events, we will process your request within 14 days and send you a confirmation email once we have done so. This is a manual process so you won’t receive an email automatically.
Please note that the ‘Event cancelled – view options’ button will still appear after you have completed the form. Please do not fill out the form again as this may delay the processing of your tickets.
Our Box Office is currently operating with a significantly reduced team and it may take us up to 28 days to respond to your request. Please avoid emailing us directly unless you are experiencing one of the below three issues. Please ensure you include your order number and performance details (date and time) in the email.
- If a performance or event that you have booked is not appearing in the list. The booking may have already been cancelled or may have been made using a different email address or guest checkout.
- If you have made a mistake when filling out the form or have changed your mind. Please do not fill out the form again as this may delay the processing of your tickets.
- If you are unable to use this online self-service tool. Please confirm how you would like us to process your tickets (refund or donation).