I bought a couple of tickets for upcoming show and to be safe, paid an additional $17/ticket for 'no questions asked' cancellation protection. Just a day after my purchase I'm now trying to cancel my tickets due to a flight complication, and the supposed 'automatic' refund CLAIM link that was included my ticket confirmation email mysteriously doesn't work (no hyperlink connection). At first, I wasn't terribly perturbed since I thought it was just a simple system glitch and instead I'd just reach out directly to a customer service rep to resolve the issue. No such luck. The Customer Support page is simply an infinite FAQ loop, with optimistic adages about 'helping', 'supporting', and 'working to resolve' ... but no avenue to initiate the active process. The original ticket confirmation email I was sent is a "no-reply" email so that's out. The support page directs you to contact them through X, Instagram, Facebook, etc but when you try you simply get redirected to the infinitely looped "Support" page with the automated banal advice. This is the ONLY forum I could find where it appears that NYTheatreGuide might actually actively engage with a customer. I don't expect phone numbers these days (yeah, right ...) but I'd have at least hoped for a chatbox or useable email address - anything at all to get an intelligent dialogue happening. Very sad to make people have to go through this kind of stress for what should be a simple and painless process ...N.B. am more than a little skeptical if any of the recent 5 star reviews praising the great customer service and easy communications are actually verified users ...
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