SINGAPORE — This year’s edition of Disney On Ice, which debuts next Thursday (March 12), will go on as planned, official venue partner Singapore Sports Hub said, even as the organiser faces mounting demands from ticket buyers to cancel the show amid concerns about Covid-19.

The show, a popular fixture on Singapore’s annual events calendar especially among families with young children, is scheduled to run from March 12 to March 22.

But in recent days, its Facebook page has been inundated with furious comments from ticket buyers who think the organiser should cancel the show and provide refunds.

Some who spoke to TODAY said they have written in to ticketing company APACTix and have received different responses. A few were offered ticket exchanges or refunds, while one was told there would be no refunds as the show was proceeding as planned.

Local ticket buyers are especially irate as Disney On Ice has said that all Hong Kong performances will be cancelled due to the virus outbreak. Options for a full refund have also been made available to customers through its official Hong Kong ticketing agent HK Ticketing.

A spokesperson for the show's organiser, Feld Entertainment (Singapore), told TODAY on Thursday that exchanges and refunds for tickets have been made available upon request. 

“We are and have been offering exchanges or refunds to those who choose not to attend. That information has been distributed by email, and we will now include it on the website in addition to listing the precautionary measures being taken,” she said. 

“Additionally, should anyone come to the show and be asked not to enter due to concerns about their health, those people will also be offered refunds.” 

However, both Feld Entertainment and the Singapore Sports Hub told TODAY that the show is currently scheduled to go ahead as planned.

The Singapore Sports Hub said it is monitoring the situation closely with the event organiser and complying with guidelines set by the Ministry of Health (MOH).

“Precautionary measures will also be in place to safeguard the wellbeing of our staff, performers and patrons. These include carrying out temperature checks at access points, increasing the frequency of cleaning the venue and making hand sanitizers widely available during each performance,” a spokesperson said.

“Patrons with a temperature of 38 degrees Celsius and above, or show respiratory symptoms will not be allowed into the venue and will be advised to seek medical attention promptly.”

Additional measures may be implemented if required and patrons will be updated across various channels, including the Singapore Sports Hub website, should there be any changes in the following days, the spokesperson added.

Singapore Sports Hub declined to reveal how many tickets for the show have been sold.

‘FAMILY’S HEALTH MORE IMPORTANT THAN MONEY’

Some parents told TODAY that even though they have spent a lot on the tickets, they will not be attending the show as they do not want to be in such a big public gathering amid a virus outbreak.

Among them is Ms Fiona Ng, a marketing professional in her 30s who has spent S$376 on four tickets for herself, her husband and their two kids.

“I’m not going, the risk is too high and it is not worth it,” she said.

She wrote to APACTix on Tuesday to raise her concerns and she said the company gave her two options: Exchange her tickets for tickets to next year’s Disney on Ice show, or get a refund. She replied to say she wanted a refund, and has not received a response since.

“I’m very disappointed because they are irresponsible,” she said. “There will be a few thousand kids and parents in the same theatre. They should reschedule it to the end of the year or cancel it.”

She added: “The show in Hong Kong is already cancelled, so I don’t understand why they did not cancel in Singapore.”

Administrative staff Mdm Teo, 41, who bought three tickets that cost her S$192 in all, is also planning not to attend the show.

“My family’s health is more important than the money,” she said. “So I’d rather waste the money. The performers are also from overseas so I don’t know if they will need to be quarantined as I’m not sure which countries they have visited.”

She has also written in to APACTix and was given the same options as Ms Ng. She replied to the company on Wednesday, saying she wanted a refund, and is waiting to hear back.

The spokesperson from Feld Entertainment said that the company will be in contact with everyone who requested refunds to let them know that their request was received and provide information on the timing for the receipt of the refund.

Ms June Ang, 37, logistic executive said that she also emailed APACTix and Feld Entertainment, citing MOH guidelines.

“I asked them why they are not cancelling the event as organisers have been advised to cancel or defer events with more than 1,000 attendees and the Singapore Indoor Stadium, where the show will be held, has a seating capacity of 12,000.”

She said that in its response to her, APACTix said the event would not be cancelled and thus she is not entitled to a refund. She is planning to just let her ticket go to waste.

“I think it’s a health hazard and I do not want to risk the health of my child,” she said.

But there are others who plan to go ahead and enjoy the show.

Ms Diyana Hakim, 29, a legal executive, said she bought four tickets to the show and plans on going anyway, while ensuring that her family members take extra precautions.

“In the event that they are not allowing a refund, we will still go but we will wear masks and practise proper hygiene,” she said.

Still, she admits that she is a bit nervous.

“The event is in an enclosed air-conditioned area with such a huge crowd, involving small children who don’t know how to practice proper hygiene.”