How could the rail strike affect theatregoers?

If you have theatre tickets for Monday 25 May or Tuesday 26 May you might be concerned as to whether you will be able to use them. Crisis talks to avert the first national rail strike in 20 years appear to have broken down so, as it stands, 16,000 staff at Network Rail stage will walk out in a dispute over pay.

The 24-hour strike is due to start at 5pm on Monday. However, even when the strike is over on Tuesday evening it is likely that services will still be severely disrupted as rail stock may be in the wrong locations. It could take a day or so for services to return to normal.

There is no doubt that this has been timed to cause maximum disruption given that it's not only a Bank Holiday weekend but it's also half term for millions of families. So if you were planning to travel to see a show and are now not sure if you can get there, how will you be affected? What should you do and what are your rights?

The exact terms and conditions regarding your theatre ticket purchase will vary slightly according to where you bought it but as a general rule tickets are sold subject to the Producer's right to make any alterations to the advertised time, performance or cast as a result of circumstances beyond their control, without being obliged to refund your money or exchange the tickets. Tickets may only be refunded if there is substantial alteration to the performance or the show is cancelled. Some theatres may offer to re-sell your ticket if you can't get there and some may allow you to exchange.

However, do remember that if the theatre is open and the show goes on then you are not entitled to a refund because you couldn't get there.

Theatre owners' policies

In extreme circumstances (such as the volcanic ash cloud in 2010) most venues will be sympathetic to the situation and offer exchanges where possible. Given the severity of this scenario, WhatsOnStage has approached three of the major theatre owners in the West End to ask their advice.

ATG, who are the largest theatre owner in the UK with 38 theatres in London and nationwide, say that if you are unable to attend a show through no fault of theirs then they can offer a ticket exchange facility subject to availability. You must contact them at least 48 hours in advance to arrange this and it will be subject to an exchange fee.

Really Useful Theatres, who own six venues in the West End, have advised that "All performances are scheduled to go ahead as planned. Any customers who are concerned that they are unable to travel in should contact their point of sale."

And a spokesman for Delfont Mackintosh Theatres said: "Our standard exchange policy allows customers to exchange their tickets up to 48 hours ahead of the performance, so obviously this would still apply."

Remember that you must contact the company you bought your tickets from so if it was a ticket agent, you need to get in touch with them – the theatre box office won't be able to help you.

To summarise:

– Rules regarding exchanges and refunds vary according to each venue
– Contact your point of sale in the first instance
– Don't leave it too late; get in touch at least 48 hours in advance of the show
– You will only be allowed to exchange your tickets for tickets of the same value
– Be prepared to pay an administration fee to exchange your tickets

Finally, please be patient with the customer service or box office staff trying to help you out. They are going to be inundated with queries over the next few days and it might take weeks to sort out all those affected. As frustrating as this train strike is, it's not their fault either…