COVID-19 UPDATE — CREDITS FOR TICKETS TO CANCELLED SHOWS
Updated Wednesday, March 25
The government has mandated that our offices be closed. A number of our staff are working remotely from their homes so that we can continue to service our patrons.
As shows are being cancelled due to COVID-19, we would like to tell you how we are handling tickets to each show.
When a show is cancelled, the most secure and efficient way to deal with the value of tickets is to automatically turn the total amount (the face value of the ticket plus any service charges) into Mirvish account credits for each original purchaser.
This guarantees that you will not lose your money and that your personal information, such as credit card details, are not compromised.
These credits will live in your Mirvish/TicketKing account and are yours to use as you choose in the future.
You can use the credits to purchase tickets to any future show and/or to pay for a subscription.
You can even choose to turn part or all of the credits into a gift card, which would make a very thoughtful and entertaining gift.
Credits never expire and can be converted into a full cash refund at any time. They offer the most flexibility.
You don’t have to do anything to receive a credit for a cancelled show. It will automatically happen.
As soon as a new credit is issued to you, you will receive a credit confirmation email that will include the total amount of the credit in your account.
If you have tickets to more than one cancelled show, you will receive an email with the full amount of credit issued.
Please watch your mailbox in the next few days for your credit confirmation email(s).
A Mirvish credit is also the best way to support the performing arts as it will provide future work for the artists, backstage artisans, ushers, box office personnel and all the other people who make theatre possible in Toronto. A credit is your vote of confidence in the return of a strong and vibrant artistic community.
Once you have a credit, you may want to convert it into a refund.
Refunds have to be handled more carefully because of the personal information involved, notably your private credit card number.
Whenever you make a purchase, to mitigate any security compromise, we never retain the number in our systems. Therefore to be able to complete a refund we will need the credit card number again.
The most efficient process for refunds is to fill out our online form. We will need your name, email address, the best phone number to reach you at, and the order number of your tickets (it is printed on your tickets and on your receipt). If you've already submitted the form with your request, no further action is required at this time.
One of our agents will reach out to you for your credit card details. For added security, the agent will ask you to phone them back at our regular TicketKing number — 416-872-1212 or 1-800-461-3333.
We beg your patience because this process is very time consuming.
Important note: in the current circumstances e have limited phone lines and will not be able to handle a high volume of calls. As much as possible, please use the online form for all your needs.
We understand these are trying and turbulent times. We value your support and patronage, and want to make sure we do our best for you in a secure and safe way. Thank you for your understanding.
Finally, please check our website for show updates and more information.
Be well, stay safe and thank you for your support of the performing arts in Toronto.