Royal Albert Hall Refund

So, I bought 2 two tickets for a ballet performance at the Royal Albert Hall (RAH) for the Nutcracker. 
The show  was postponed by a year (From December 2021 to December 2022).

I asked RAH for a full refund and their answer:
"If you are unable to attend the rescheduled date, we can either process a refund back to the original payment card used or transfer the funds to a credit voucher that is redeemable for one year. The refund to card will be for the face value of the tickets whereas the voucher will be for the full amount. If you would like a refund or voucher, please call our Box Office on 020 7589 8212 and our team will be able to help you with this. "

On top of the face value, RAH charged total of £15.48
These are: 
  • Standard handling fee: 12.48
  • Restoration Levy: £3
  1. Is this legal not to offer a full refund ? (consider the consumer rights acts)
  2. Since I paid using credit card (and the full charge was over £100), can I claim full refund using section 75 of credit cards?
Are there any ways to receive full refund not in a voucher?

Last, where should I warn other people about it, after all this is Royal Albert Hall, and I expected them to offer an immediate full refund, they disappoint me! I will never purchase another tickets from them under such terms & conditions. 


  • JGB1955
    JGB1955 Posts: 3,470 Forumite
    First Anniversary First Post Name Dropper
    Refunding only the face value is standard procedure. It covers their administrative costs. Ticketmaster do the same.
    #2 Saving for Christmas 2024 - £1 a day challenge. £131 of £366
  • JGB1955 said:
    Refunding only the face value is standard procedure. It covers their administrative costs. Ticketmaster do the same.
    Complete unfair! I received no service (because there was no performance).
    This is habit that needs to change!. Full refund in the same way John Lewis, Tesco or other high-street shops provide.

    Ticket-sellers' administrative costs are far lower compared to goods-sellers on high-street. The tickets are produced in computer and sent over email... This does not justify £8- per ticket!

    Given that there are over 5,000 seats their profit is: over £40,000 from each performance that is cancelled. 
    This incentivize RAH to cancel performances.

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