I have ticket protection - treated unfairly - poor customer service response
I have ticket protection. Billy Porter cancelled his performance with Cabaret due to illness. There is no customer service phone number to reach New York Theatre Guide to request a refund, even under such circumstances. Instead, they Live Chat, and offer you a voucher for the amount you paid for future shows - within a year. So, what we had to do was cancel another event, in order to use their voucher. Not only that, but we ended-up booking "Oh, Mary!" for an additional $400, as the only good seats left on a night we could attend was Sunday. So while NYTG wants TrustPilot readers to believe that they fulfilled their ticket protection agreement, don't be fooled by their smoke-and-mirrors, as their "refund" policy doesn't offer refunds. The other Broadway show ticket vendor DID fully refund us. More so, we were able to talk with them on the phone. I was honest with them about why we had to cancel, and the customer service rep said that next time, she hopes we buy Broadway tickets through them, instead. Between May & June, I purchased at least 7 Broadway shows through NYTG (see my email to verify), plus Cabaret for Sept 19th's performance. Regrettably, I'm inclined not to buy through this vendor again - especially with a response like they put on TrustPilot.
By Dan B.
Response from New York Theatre Guide· Sep 9, 2025
Thank you for sharing your feedback. We’re sorry your upcoming experience at Cabaret was affected by Billy Porter’s cancellation. While Ticket Protection is designed to provide the most flexibility in these kinds of unexpected situations, we completely understand your frustration. Our team has already reached out directly to offer additional assistance, and we’re glad to see you’ve been able to rebook another performance in place of Cabaret. We hope you’re looking forward to the show, and we’ll be here if you need any further support.