Appalling experience and customer service. Went to see Turandot, I bought the tickets for my parents (very costly seats) as a Christmas present as this opens holds great personal significance to our family. At the final part the lead performer (Calaf) was taken ill. This of course cannot be helped, however there was no contingency plan , the main ending and Nessus dorma was skipped entirely , with an incoherent ending being performed with a non professional singer on the side of the stage with lyrics. As we are not from London we had travelled for this and we were enormously disappointed by the lack of contingency plan. We were all offered 50% refunds, which with the significance of the performance, the great cost of the tickets and immense disappointment is not suffice. After emailing customer services explaining my grievances, I was entirely ignored and sent a copied and pasted response, which just adds insult to injury. A truly audacious and disappointing experience all together .
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