NHM Ticketing Business Rules
Table of Contents
NHM Ticketing Business Rules
Returns & Refunds (non-complimentary tickets)
- Refund when a customer is dissatisfied and it would be the best fix
- Refund all unusued tickets/ missed times etc.
- POS Used tickets: Try not to refund but due to Covid there are exceptions, GA tickets become non-refundable 15 minutes into a guest’s visit unless they have some extentuating circumstance but we try to give a printed guest pass if possible instead of a refund
Non-Group Tickets
Group Tickets
Memberships
Gift Memberships
Validity Period
General Admission
Add-ons
Special Events (FF, Summer Nights, Haunted Museum, etc.)
OTAs
- If expired , they are given guest passes and their order number is noted down.
Comps/VIPs
- Ask a Supervisor if an associate can honor a comp ticket from more than a year ago (case by case)
- Often used for Guest Recovery (guest had an unpleasant visit that needed escalation), Expired Groupon tickets, expired donation request passes, tickets that have passed the year of use from pre-pandemic times, etc.
Discounts
- Those who meet discount qualifications receive the discounts
- GR receives access to all discounts
General Public Use
Special Group Use
Call Center Only
Onsite/Online Only
Special Event/Day
Access Control
Overrides
Capacity
Increases
- For butterfly school groups and general public, Call Center asks for slight increases for school groups.
- Larger School group increases to events is up to SP to decide
Online vs. Onsite
- For 3 day weekends, limit capacity online to allow for onsite purchases/walk-ins
- A banner should be made on our website to warn the lower capacity online/may be sold out
Groups
- Up to departments to allow raise capacity if a group asks for it
Timed Events
Upsells
Upgrades
Used vs. Unused Tickets
Gift Memberships
Vouchers
- if someone says they have one but not with them do you let them in they are given a guest pass and the voucher number is noted down.
Flyers
Holds/Special Times
- For butterfly school groups and general public, if on the morning of a school group is not booked for school held BP events then release the events to the general public
Special Groups
Corporate Partners
- To verify a guest is apart of this group, they have to verify onsite when they check in with their tickets and show their badge, as well as have the CP employee be present in order for the tickets to be used. As soon as their tickets are scanned the Galaxy screen will read ‘Check Photo ID’ or something of that sort
- Event
Community Partners
- To verify a guest is apart of this group, they have to verify onsite when they check in with their tickets and show their badge, as well as have the CP employee be present in order for the tickets to be used. As soon as their tickets are scanned the Galaxy screen will read ‘Check Photo ID’ or something of that sort
VIPS
Donors
Schools
Comps/ Guest Recovery
Special Events
First Fridays
Backdating
Attendance
- School Programs will take attendance the day of their workshops and update a google doc to then be backdated by the Digital Strategies team
Mistakes
What situations would you escalate to a supervisor? - Any situation where access goes beyond our permission, or situations where we are unsure where the policy surrounding that situation stands.