March 12, 2020

FAQ for organizers and ticket buyers during COVID-19 pandemic

Showpass implements work from home policy for all employees - continues working diligently with organizers and customers amid COVID-19 (Coronavirus) pandemic

On March 11, 2020, the World Health Organization (WHO) characterized COVID-19 as a pandemic. This announcement was based on the alarming levels of spread and severity. With the potential threats and risks of COVID-19, we want to assure you that our services should continue with no unusual interruptions or slowdowns.

We will continuously monitor releases from local governments, health authorities and the WHO in order to support the health and well-being of our community in impacted areas.

Showpass is addressing our business operations and our employees’ health and safety in the following ways:

  • We have implemented a work from home policy for all employees. Our systems can support 100% work-from-home safely & securely. Using email, Slack and Google Hangouts and other forms of communication we can continue to interact with each other and our clients.
  • We have implemented guidelines for any employee who has symptoms to self-quarantine. In addition, we have cancelled all non-essential work travel and have asked that all employees report to HR any travel (including personal travel) to allow us to keep those who have been to high risk areas out of the office.

Showpass’ top priority is to support our client and customer needs. As the situation evolves, we will continue to update our channels of changes in status, but we are confident we will continue to be able to exceed service expectations.

FAQ

Organizers

Cancelling or postponing your event

On March 12, the Alberta government announced a standing recommendation that large gatherings of over 250 people should be cancelled or postponed. We recommend postponing your events if possible, but if you must cancel your event, please contact support@showpass.com so we can work with you to process any refunds.

Refunded fees for cancelled events

Our Terms and Conditions state that our Service Fees are non-refundable, as unfortunately we incur costs that we do not recover in these situations. As an Event Organizer you have the option to refund all but the fees to your attendees, or to refund your attendees in full but pay the owed service fees to Showpass. More information on this process can be accessed by emailing us at support@showpass.com or contacting your Account Manager. 

Communicating with your guests

It's important to stay connected with your guests, and be timely responding to the questions they may have! There are a few ways you can communicate with your guests, including Social Media, direct phone calls & emails, and checking our "Contact The Organizer" Showpass Feature. Customers are able to use this feature to send direct messages to you as the organizer. Make sure that it is set up, and which email address it's sending to by reviewing our support article here.

Ticket Buyers

Can I get a refund?  

Organizers using Showpass set their own Refund Policy. On the event page, you will find information regarding their refund policy. In order for a refund to be processed, you will need to contact them directly to inquire about a refund.  Find more about contacting the organizer here.

Showpass cannot issue a refund without direct approval from an event organizer. 

Will I get a refund if the event is cancelled?

If the event you have tickets for has been cancelled - don't worry! Organizers have several options they will communicate with you regarding next steps and what to expect, whether that is a new date for the event or a full cancellation.  

If the event isn’t cancelled, will I be eligible for a refund?

Organizers using Showpass set their own Refund Policy. On the event page, you will find information regarding their refund policy. In order for a refund to be processed, you will need to contact them directly to inquire about a refund.  Find more about contacting the organizer here

Will I get a refund if the event is postponed?

For rescheduled shows, the event organizer will inform you of the refund policy which may involve honouring already purchased tickets for a new date.

Will I be reimbursed for travel expenses?

Showpass can’t reimburse you for travel expenses, however, many airlines, car rental companies, and hotels are helping customers due to the virus. We recommend reaching out to your point of purchase for more information on those options.

I am unable to get in contact with the Event Organizer to find out more information

If you are wanting more information about the status of the event or your ticket, please reach out to the event organizer first (you can learn how to here) After sending your message, please wait 5 business days for a response (they will be replying to the email address of your Showpass account). If you haven't heard back from your organizer, you can contact us at support@showpass.com. We'll do our best to connect you with your event organizer. When emailing us, please include the following details:

  • What date you sent the message to the event organizer
  • The email address used to purchase your tickets
  • Ticket information (type of ticket, event attending, name on ticket, last 4 digits of credit card used to purchase the ticket)
  • The reason you are trying to get in touch with the event organizer


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