Arrangements were just the ticket for book festival-goers

We are a little surprised that Mrs A. Hunter chose your letters column (August 9) to complain about a £11.80 telephone bill incurred when she sought her ticket refund for the Iain Banks talk at the Brewin Dolphin Borders Book Festival (not, as she called it, the Melrose Book Festival) in June.

When on Thursday, June 14, Iain Banks changed the date of his talk because of last-minute health problems, we tried to contact (by email where possible) all ticketholders to offer full refunds if they did not want to come to his rescheduled talk – or to another festival event. To facilitate the process, we specifically asked ticketholders wanting refunds to wait until the evening of Sunday, June 17, before telephoning our festival box office. They also had our email and postal addresses in case of need.

So Mrs Hunter really didn’t need to spend 45 minutes on the Thursday trying to telephone us at an extraordinarily busy time – nor to travel to Melrose in person. To our knowledge, no other ticketholders experienced this problem, and all those who opted for refunds duly received them.

That said, our aim is to make festival-goers happy, not unhappy. So, since there was apparently a misunderstanding, may we please use TheSouthern to offer Mrs Hunter a free ticket for any event of her choice at next year’s festival (June 13-16).

F. Hamilton

(chairman, Brewin Dolphin Borders Book Festival)