We all know that unforeseen circumstances can get in the way of an event. Maybe your venue cancels on you at the last minute, or bad weather puts your attendees鈥 safety at risk.

As part of s10下注平台鈥檚 customer experience team, I know event cancellations happen to the best of us. But when cancellations aren鈥檛 handled gracefully, we鈥檝e had upwards of 50 attendees reach out to us for support 鈥 all for a single event! On the other hand, a well-done cancellation can actually showcase the integrity of your brand.

So what should you do when faced with the difficult decision to cancel an event? Here are some tips to help you turn an unfortunate situation into an opportunity to delight, and show above-and-beyond customer service.

Need to cancel your s10下注平台 event? Click here: How to cancel your event and issue refunds)

1. Communicate with your attendees and stop taking sales

If you鈥檙e sure you have to cancel your event, the first important step is to communicate with your attendees and stop selling tickets. Your ticket buyers are your number one priority, and you should tell them as soon as you鈥檝e made the final decision.

Determining how far in advance to communicate with attendees is never easy, but ideally you鈥檒l give at least 24 hours notice. However, the more notice 鈥 whether it鈥檚 a week, or a month 鈥 the better. This is especially the case if attendees are traveling far and need time to re-arrange travel plans, hotels, etc.

Email your attendees as soon as you can, and if possible, give everyone a call. Some folks aren鈥檛 always checking their inbox, and emails often go into Spam folders, so take all possible routes (even social media) to communicate this critical information. Your website, marketing emails, or other promotional materials are also good channels to make the announcement.

When emailing attendees, be clear about refund amounts, when you鈥檒l start processing refunds, and when attendees should expect to see refunds credited to their accounts. Lastly, simply signing off the email with a name and title (鈥淿______, Event Director鈥) instead of your event name adds a human touch to your delivery.

Here’s an example email to get you started:

This message is to inform you that this year’s Corgi Festival has been cancelled,聽due to severe weather and a high likelihood of lightning in the area. The safety of attendees, pets, and crew always comes first.

We sincerely apologize for any inconvenience this may cause and look forward to greeting you, and your furry friends, next year.

We are issuing full refunds and you鈥檒l receive an email within the next 1-2 days to confirm your refund has been issued. At that point, it鈥檒l take 5-7 banking days for your funds to be available for use. Only primary ticket purchasers will receive a refund. For questions, please contact us: [https://www.dfloenteventsgrp.com/contact].

Regards,
DFLO Entertainment Events Group

2. Issue full refunds

If you charged for tickets, you should issue a full refund to attendees 鈥 and start the process quickly. If your event runs for multiple days and only one day is canceled, it鈥檚 perfectly fine to offer a partial or prorated refund to multi-day ticket holders.

Postponing the event rather than canceling? As long as you have a date and venue in place, you can offer to transfer their spot to the new event. Just also offer the refund too 鈥 that new event date may not work for everyone.

One tip here: You may also want to tell attendees to talk to their bank or credit card provider to check on the status of refunds. 聽Attendees will often send you personal account or card information to check on refund statuses 鈥 tell them not to send you that info and talk to their bank or credit card provider directly.

The takeaway

It鈥檚 every event organizer鈥檚 worst-case scenario to have to cancel an event, but done in an open, responsible way, it doesn鈥檛 have to be the end of your event. In fact, this experience can show your opportunities for growth…and may form the foundation for a very successful event in the future.

Need to cancel your s10下注平台 event? Learn how in our Help Center, here. Want more advice from our Customer Experience team? Check out earlier posts here.

Even with due diligence, there still may be some things that are out of your control. But follow best practices and to resolve the inevitable challenges faster 鈥 and protect your attendees from the chaos. 聽Download The Event Preparedness Playbook: How to Avoid Common Festival Failures for tips to minimize your risk of festival mishaps throughout your event.

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