Dear Banff Centre Mountain Film Festival ticket buyers
We know that many of you have not yet received your ticket refunds yet and have been patiently waiting. We wanted to share an update on what we know.
We rely on a third party to manage ticket purchases – Brown Paper Tickets. They collect ticket sales on our behalf and help us with the technology involved. They also manage all the refunds on our behalf, as they hold on to the money until after the Toronto show of the Banff Centre Mountain Film Festival World Tour is over.
The COVID-19 developments forced us to cancel this March’s shows. In accordance with Brown Paper Tickets’ terms and conditions, we instructed BPT to refund all ticket sales. We have been trying to get in touch with the company since early April to ensure this is done, with no success.
The company recently released an update: https://www.covid-recovery.brownpapertickets.org/
The widespread cancellation of events across North America appears to have led to a record number of refund requests. Additionally, the firm had to lay off most of their staff and appears to have suffered technology breakdowns. You, our loyal customers, have unfortunately been caught up in this sad situation.
We do not collect payment from ticket sales until after our event is over. This year, we will not collect any ticket sales at all. For this reason, we cannot process your refunds directly.
We hope that a refund will come as soon as BPT’s situation improves. In the meanwhile, we will continue to do our best to get in touch with the organization, monitor the situation, and push for a resolution on your behalf.
We recognize this is imposes a financial burden on our ticket holders and hope it is cleaned up as soon as possible. We appreciate your patience and understanding.
We will be in touch when there is more news to share.
In the meantime, the Banff Centre has been working hard to make the films available online so you can watch them from the comfort of your own home to keep the stoke alive!
Our sincere apologies,
The ACC@YYZ Film Festival Team