Inconsistent application of policies by Cassian.
Extremely disappointed with TodayTix and the inconsistent way their Ticket Protection policy appears to be applied. I contacted them before the performance because my young child, who has epilepsy, was acutely unwell. I wasn’t initially asking for a refund, simply to move our £176+ tickets to another date for the same production. This was refused because I contacted them approximately 30 minutes outside the Ticket Protection deadline. What is particularly concerning is that there are multiple positive reviews describing the same adviser, Cassian, exercising considerable discretion for other customers, including people cancelling on the day and receiving vouchers or refunds for a variety of circumstances. Yet there appeared to be no flexibility when my request involved an unwell disabled child. When I challenged this inconsistency and referred to evidence of other customers receiving more flexible treatment, the chat was ended and I was told my complaint would be escalated. However, no response was expected until after the weekend, despite our performance being the following day. This left us with an awful choice- lose over £176 entirely or attempt to attend despite the circumstances. We ultimately attended because I could not afford to simply lose that amount of money. That does not change the fact that I contacted TodayTix beforehand asking for help and was refused any meaningful solution. Disability is protected under the Equality Act 2010, and I would expect a service provider to give proper consideration to disability-related circumstances and reasonable adjustments. Given the apparent discretion shown to other customers, I am very concerned about the lack of consistency in how my request was handled. The complaint is now apparently being escalated. I would like TodayTix to properly investigate the inconsistent treatment, acknowledge how this was handled and provide an apology and an appropriate resolution. I will update this review when I receive their response.