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DRUMCODE FESTIVAL MALTA
IMPORTANT ANNOUNCEMENT

We are heartbroken to have to give you the news that, due, to an accumulation of unresolved problems with Pollen, the company responsible for providing venues, ticketing and accommodation for Drumcode Festival Malta, we no longer have confidence in their ability to deliver the rigorous high standards of safety and customer experience we demand of an event presented under our name.
 
In the best interests of everyone due to attend, we have been left with no other responsible option but to cancel the event.
 
Over recent weeks it has become clear that Pollen’s arrangements for customer and venue safety, suitable staffing and financial management do not meet the requirements of the high quality events we take pride in delivering. We have made every effort to work with them to resolve these issues but, despite their repeated assurances, critical deadlines at the end of last week passed without the necessary improvements being made.
 
These serious failings, compounded by the absence and lack of communication of key Pollen staff and the well publicised difficulties that the company is currently experiencing, left the delivery of the event compromised to the extent that we could not continue our involvement in good faith.
 
The first concern of those affected will rightly be for the refund of ticket and accommodation packages bought from Pollen. Although we are not in control of their process, we have strongly advised them that all refunds must be made without delay. You can contact Pollen directly at enquiries@pollen.co / support@pollen.co and we have prepared a Q&A with more information below. If you have questions not addressed here, please email us at dcfmalta@gmail.com.
 
It is important to make clear that we have received no payment of any kind for this event and that all payments from customers have been made to, held by and administered solely by Pollen. They also hold customers’ payment and contact details, to which we have no access. 
 
After well over a year of planning and hard work by our team to bring you an incredible lineup of artists and world class production, we deeply regret that Pollen has not delivered on its responsibilities. We have done everything in our power to bring you the event you expected and we share the anger, disappointment and frustration this outcome will cause to everyone who was due to join us in Malta next month.
 
Your patience and support is very much appreciated and we will continue to push Pollen to complete refunds as quickly as possible.

 

FAQ's

You can contact Pollen by email at enquiries@pollen.co or support@pollen.co, via the contact form on their website here, or their social media channels. We are not in control of their refund process, but we have strongly advised them that all refunds must be made without delay. Pollen’s refunds policy can be found here.

All payments from customers have been made to, held by and administered solely by Pollen and we have received no payment of any kind for this event. Pollen also hold customers’ payment and contact details, to which we have no access and cannot obtain because of GDPR rules.

As all payments from customers have been made to, held by and administered solely by Pollen and they hold customers’ contact details, we don’t have the ability to contact ticket buyers directly. The quickest way we have of letting you know about the cancellation is by posting on our social media channels and website.

Travel was not included in packages arranged by Pollen. If you have booked travel and any accommodation separately, we recommend contacting the travel agent or airline about their refund policies.

After well over a year of planning and hard work by our team, we deeply regret that Pollen has not delivered on its responsibilities. When the issues with their arrangements came to light, we made every effort to work with them to bring you the event you expected. Despite their repeated assurances, critical deadlines at the end of last week passed without the necessary improvements being made. At that point, in the best interests of everyone due to attend, we were left with no other responsible option but to cancel the event. We share the anger, disappointment and frustration this outcome will cause to everyone who was due to join us in Malta next month.

As we are unable to contact ticket buyers directly and only Pollen have access to booking details, it is not possible for us to take over arrangements for the customers affected. This means our only practical and responsible option was to cancel the event.

We recommend taking advice from your bank, card provider, travel insurer or an expert advisor.  We hope the following articles may helpful:

 

Purchases made with a UK credit card

 

Purchases made with a UK Debit Card

 

Whether you can claim on travel insurance will depend on the specific cover you have in place . We recommend contacting your insurer directly.
We have set up a dedicated email address to help answer any further questions that you might have – Please contact dcfmalta@gmail.com and we will get back to you as quickly as possible.

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