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We put cancellation terms on our confirmation letters too (kicking in with two week's or less notice of cancellation) but in reality what happens is that schools cancel just before two weeks and then we can't fill the slots.  Also, I have never been able to collect any cancellation fees because schools haven't actually collected the monies for the outing and therefore don't have the cash (although once a teacher made a personal donation of £100 because he was so embarrassed!).  It's a tricky one because the reasons for cancellation are often beyond the booking teacher's control and you don't want to alienate a school that visits every year for example.

On the subject of refunds - we are also finding that schools might book for a certain number and then only bring maybe half that number.    This means that we get volunteers in unnecessarily and also sometimes turn down other schools unnecessarily. One colleague at another venue charges upfront for the number booked and then says the "credit" caused by lower numbers can be redeemed on their next visit.

Liz Simmons
Education Officer Rochester Cathedral

On 26 Apr 2007, at 15:34, Joanne Catlow wrote:

This is a problem that I raised on the Gem list some time ago as a result of classes cancelling at the last minute, or just not turning up - but still having to pay casual educators for their time.
 
As a result, this year we are sending out our booking forms with 'terms & conditions'.  When returning the booking form, teachers sign to say that they have read the Terms & Conditions - which state
I can now only wait and see if this does the trick
 
Joanne
 
 
Joanne Catlow
Community Education Manager

Kirklees Museums & Galleries
The Stables
Ravensknowle Park
Wakefield Road
Huddersfield  HD5 8DJ

Tel:  01484 223802
Fax: 01484 223805

www.kirklees.gov.uk/museums

>>> Victoria Richardson <[log in to unmask]> 26 April 2007 14:37 >>>
Hi Emma
 
that is difficult - do you get them to pay for the sessions?  If they are free, I would suggest putting in a cancellation fee if they don't give x amount of notice

Doesn't help with your PIs though - is there some way you could add a note about cancellation to your PIs, so this can be taken into consideration?
 
it drives me up the wall as well so you are in good company as they say!
 
Regards
Vicky
-----"Emma Winch" <[log in to unmask]> wrote: -----
To: "Victoria Richardson" <[log in to unmask]>
From: "Emma Winch" <[log in to unmask]>
Date: 26/04/2007 02:24PM
cc: <[log in to unmask]>
Subject: RE: cancelled previsits

Funny you should post this today because I have been let down by a school who had booked taught sessions this morning and afternoon. The teacher who organised the workshops apparently left the school a month ago and hadn't fed back to me about the fact that teachers had wanted to re-schedule the sessions today.

 

My problem is less about staff and more about visitor figures - being a small local authority museum one or two 'no-shows' per term really affects our overall figures for the year which are measured in our BVPIs for the whole museum. I could call schools on the day or the day before but what use is finding out then when it is too late to re-fill the slot?

 

For this reason I would be grateful for any advice too!

 

Emma Winch

Community Services

Education Officer

 

Hackney Museum

Technology & Learning Centre

1 Reading Lane

Hackney

Lon don E8 1GQ

Tel: 020 8356 2529

Email: [log in to unmask]

 

Discover the world on your doorstep at   www.hackney.gov.uk/hackneymuseum

 

-----Original Message-----
From: List for discussion of issues in museum education in the UK. [mailto: [log in to unmask] ] On Behalf Of Victoria Richardson
Sent: 26 April 2007 14:12
To: [log in to unmask]
Subject: cancelled previsits

 
Hi everyone

 

We are a multi sited venue and are suffering a bit with teachers cancelling previsits, leaving casual staff waiting around, sometimes for hours, for them to turn up.

We've tried taking mobile numbers and have started confirming with schools on the day but is there anything else you think we could do, without resorting to charging?

 

My colleagues would be really grateful for your good advice, as ever!

 

Kind Regards
Vicky Richardson
North Lincs Museums


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