Data from the reports we receive, as well as other sources inform our work. "Our teams are working around the clock with additional resources and technology to resolve outstanding refunds as quickly as they can., Harry Styles performing in Perth in 2018 We have to use them to buy tickets to sporting events regularly and pay a large processing fee (ie $6.85 on a $15 ticket!) Their system is a joke, you cannot call anyone except an automated machine and even after lodging two tickets I have had no response. I tried calling, emailing before the show, had I had a response we would have made the show. I want an refund, yet there is no way I can get it. Do this as soon as possible. Ticketek attracting complaints for delayed concert refunds after COVID cancellations, Former government services minister Stuart Robert is being questioned at theRobodebt inquiry, Keep up with the latest ASX and business news. It goes against our guidelines to offer incentives for reviews. Groups at Telstra Dome in Melbourne can be ordered through Ticketmaster Groups on (03) 9685 2477. I am not a lawyer, but charging a relatively significant amount extra for optional refundable tickets, then making it basically impossible to get a refund, strikes me as something that shouldn't be allowable under consumer law. In addition to following the rules for all ticket sellers, ticket resellers must also ensure that consumers: Ticket resellers must clearly and continuously display the following information: The total price excludes delivery costs and can be worked out in many ways. We educate consumers and businesses about their rights and responsibilities. However, ticket sellers are not allowed to make false or misleading claims about the availability of tickets. I finally did get a short email back the night before the event, ABSOLUTELY APPAULING. If there is a financial failure of any Transport provider. means the unforeseen change of the date of an examination that. The other two (2) tickets (also requested for a refund online) were emailed to me on the 23rd of April 2022 and not refunded. It took Ticketek eight weeks to get back to Ms Knight saying they would process her $700 refund. READ MORE: How a young man with humble beginnings bought 43 homes. . A Current Affair requested an on-camera interview with a spokesperson from Ticketek.Instead, the company sent a statement, demanding it be aired in full. They rapidly charged my credit card, then didn't provide the tickets. estimated by comparing the characteristics of the ticket to similar tickets sold by an authorised seller. All rights reserved. As it got closer to Christmas I started to worry, as they were to be presents. No response to multiple follow ups, and upon trying to call them on 132 849 it's just a voice recording that doesnt go anywhere. Buying from resale sites can be risky and more expensive. "Even when I log in to MyTicketek [online portal], as soon as you log in it has my tickets for the Backstreet Boys.". Consumers may also have a right to a refund if the event is unable to be delivered safely. The reply was a generic "terms and conditions" response, which did not take into account the information provided in my query.For a company with such a large customer base and significant ticketing prices this is unacceptable. if it exceeds 18 months from the date originally booked to the conclusion of the transacted event. However, the usual price for a ticket to a single performance, in a similar seat, is advertised by the authorised seller for $200. I will NEVER buy tickets from this company again! Have tried to get a refund for nearly a year.Their number goes to an automated message that is no help.When you submit a request for assistance it goes no where.They pretend to be active on facebook because others are watching.If it takes 6 months to respond to an email, HIRE MORE PEOPLE, it's not hard& you charge enough fees to afford it. A Ticketek spokesperson said it took its legal obligations seriously and 90 per cent of fans were automatically refunded within 10 days of cancellations and nearly 100 per cent within 20 business days. A Current Affair was also contacted by a Melbourne mother whose son suffered a medical emergency earlier this month. They may investigate and issue a warning or fine. A copy of a notice from the examination body, school, college, university confirming the change of date. This service may include material from Agence France-Presse (AFP), APTN, Reuters, AAP, CNN and the BBC World Service which is copyright and cannot be reproduced. "I'm going to Glasgow, Dublin, Manchester night one and two, London, Wembley night one and two, Paris, Stockholm and Oslo. There is no customer service centre you can call, just an automated voice call telling you to email. Definitely, Trustpilot should bring a starless option, these scammers even don't deserve 1 star! to then often have to go to their desk at the venue to follow up the issues. Ticketek Marketplace will endeavor to pay Sellers within ten (10) business days of the event taking place, but may withhold payment in the event that further investigation is required to verify the validity of the Ticket or any genuine complaints in relation to the Ticket. Ms Sporne's credit card expired between buying the tickets and the concert getting cancelled so her refund could not be automatically processed. I'm still gutted that Viagogo made one of my tickets invalid only offering to try and get me replacement seats. Or call us on 13 32 20. We generally dont comment on our investigations or what action we may take from the information provided in reports we receive. I sent a message via the website and got the pdfs a day or so later. "We have robust customer solutions systems and procedures in place which have been developed and improved over many years and typically result in 90 per cent of our fans being automatically refunded for cancelled shows within 10 days of cancellation," a Ticketek spokesperson said. "Then I kept getting emails saying they didn't have evidence I purchased tickets," she said. Surely there is an industry ombudsman or regulator we can all lodge complaints too.Dodgy!! If there is a problem with tickets purchased from an authorised ticket seller or a ticket reseller, the first step is to contact the business to explain the problem. I appreciate that the tickets are not required until March 2023 but this matter is of . Erin Turner from consumer group Choice said businesses were obligated to give refunds within a reasonable period of time and failing to do so could be breaking consumer laws. Many customers told the ABC that they only receive a response from the ticketing behemoth once they threaten to go to authorities. We may consider other Emergency Circumstances at our discretion. not being made aware of certain conditions, such as a restricted view. 107 talking about this. You may also be entitled to compensation for damages and loss. Any temporary relocation for work must be for a period of at least 3 months. "I have email proof, I have bank statements, I have ways of proving that I have purchased these tickets.". The role your bank or credit union plays in the chargeback process. Regards, BARB. I know this should be normal good service, not worth commenting on, but I was so relieved and wanted to balance out some of the other comments. 2023 Ticketek Pty Ltd (ABN 92 010 129 110). Ticketek told the ABC in a statement that it was processing 20 times more refunds than before the pandemic. This fee is not included in refunds for Rescheduled or . We focus on issues that can result . A doctor cannot be You or a member of Your family. No refund or exchange on any ticket except as required by law and as otherwise specified by the seller. This is not an insurance policy. If the business doesnt resolve the problem, there are more steps you can take. Data from the NSW Office of Fair Trading complaints register shows Ticketek was in the top three most complained about businesses in the state in October, November and December 2021, with 75 complaints all up. We recommend buying tickets from an authorised ticket seller. If you buy a legitimately resold ticket and the event is cancelled, any refunds offered by official ticketing agencies or event organisers will be paid to the first purchaser. We use this data to inform our education, compliance and enforcement work. (This can normally be obtained from the transport companys website). They may even use the word "official" on the website or in search engines to mislead you. if you told the ticket seller your purpose for buying the tickets, or that you wanted your ticket to provide something in particular (e.g. Details will be communicated directly to the ticket purchaser if an event is cancelled or rescheduled. Author: Lancaster, Ca. Did you cancel travel during COVID? Ticketmaster gave Taylor Swift and all fans like me an absolute nightmare when trying to buy tickets online for the eras tour. Version 5.22 B81 R0 A copy of the letter requiring Jury Service. The more complaints with Fair Trading regarding this sort of ticket culture will hopefully end the scalpers and vendors from not delivering on the promises. Armed Forces Naval Service, Marines, Army or Air Force. Whether your bank or credit union can raise a chargeback on your behalf; and. the reason for the cancellation or change, actions by a person other than the event organiser, such as government restrictions banning the event from going ahead, or. Examples of a major change might be where the headline act at a festival is changed, or where the location of a show is changed from one city to another. There is no phone number, only an email which does not get answered. Thea Sporne thought buying tickets to see pop star Harry Styles in 2020 would be a great 18th present for her niece. This is going to be one of those "if i can give zero stars I would" type of reviews.Their system is incredibly stupid.I have been going through the queue time and time again, repeating the process because it lets me in, but then it doesnt show the map to chose tickets. Special mention to Elliott for helping me so quickly. Viagogo said in a statement that it offered a high standard of customer. No contact available anywhere.No responses from support requests, just an "we are trying hard, thanks for your patience. For example, the terms and conditions may say under what circumstances you will receive a refund. Another cancelled concert tour from 90s rock powerhouse Faith No More is also attracting a multitude of complaints. Report a consumer issue. "When we engage, we tend to see improvements in behaviour.". The phone robot just lists your online . The show was moved to 2022 instead of 2021.I requested a refund as I wouldn't be able to attend the new shows. All rights reserved. Another gripe customers have is Ticketeks automated responses, which are being dished out in record numbers as the ticketing giant says its processing 20 times more refunds than it did pre-COVID. Refunds & Exchanges - Ticketek Australia My Ticketek Gift Vouchers Contact Us Ticketek Australia Refunds, Payments & Exchanges Refunds & Exchanges Refunds & Exchanges FollowNew articlesNew articles and comments Automatic Refunds My Ticketek Gift Vouchers Contact Without doubt the worst and most useless "service" of any company anywhere in the world. "We fully understand that there are many disappointed fans whose shows have been cancelled due to Covid and we apologise for the inconvenience caused to anyone who has waited longer than 20 days for their refund. 'An unthinkable tragedy': How did this train crash happen? Ticketek will only provide a refund or exchange a ticket if an event is cancelled, rescheduled or significantly relocated by the Seller (and you cannot or do not wish to attend the rescheduled or relocated event), or to the extent otherwise required by law (including the Australian Consumer Law). Then they refused to refund my money! I appled for a refund in Aug 2021, and they responded a month later saying it's done but I never got it. Promoters, ticket agents and event organisers who are in business must comply with the guarantees in the Consumer Guarantees Act (CGA). The owner, manager, or customer service contact may be able to fix the problem quickly, or explain how they can fix the problem and when they will do this. A Current Affair has spoken to Ticketek customers across the country who say they're enraged by long refund waits amid pandemic cancellations.. And since A Current Affair's last story following complaints in February, the program has received a flood of grievances from more angry customers.. Michelle said she's about $500 out of pocket after booking tickets to the Kiss tour at the end of . better to stick with Afterpay way better communication. that the ticket seller who comes up first in the online search results is the authorised ticket seller and not a reseller who may have paid to be at the top of the list. For example, the terms and conditions could provide that the event organiser can change a performer line up in a festival. An email from the Booking agent confirming they are unable to replace/re-issue the tickets. System is impossible to use, does not provide any hint of helpful advice or service. Maximum refund value per person will not exceed the total value of their share of the Booking, or 10,000 GBP (or alternative currency equivalent). Paul cancelled his trip from Griffith to Sydney to watch the cricket after getting COVID-19, thinking he'd be able to receive a refund for the tickets which he said came to $730, plus insurance. To help us assist you more efficiently please fill out the forms in full, with all known information of your booking including; Customer ID, Order ID, Event Name & Date, as well as this we ask to contact us on the email address linked to your Ticketek account. Vratsa Software Community Higher Education Develop digital industry in Vratsa town through organizing courses and interesting IT events. Ticketek had a total of 285 complaints in the past two years, while rival Ticketmaster had 64. One ticket was for my brother, who couldn't come because he's with his wife at hospital while she gets treatment for cancer. "I've seen four Harry Styles solo shows and 14 One Direction shows," Ms Davison told A Current Affair. IMPORTANT Any translation of this document from English is for assistance and information only. 9am to 5pm Monday to Friday (except public holidays). Accessible Seating But he added: "You are entitled to refund if a performance is cancelled or if you can't make the reschedule date, so it's worth sticking with the process.". Complain to the Commerce Commission if the seller said they were a licensed trader, but were selling privately. READ MORE: New twist for business owners who accused tradie of theft. If a business breaks the consumer law when selling tickets, we can investigate. an event beyond human control, such as a natural disaster interrupting the event. What a disgrace!! A copy of the travel warning from the Government Agency. Buy guaranteed tickets for sold out events at a fair price. "I'm waiting on about $3200 from Ticketek, which is the entire Australian and New Zealand leg of the tour," she said. "Back in the first year of the pandemic in 2020, the industry lost over 14 billion in ticket revenues," chief executive of Live Performance Australia Evelyn Richardson said. I hope I can make it this time," Ms Davison said. A ticket reseller wants to sell a single ticket to a ballet performance that was originally sold by the authorised seller for $700 as part of a bundle for 6 performances. Where you cannot provide evidence that the person affected is within the. If the credit card you used to purchase has . I've bumped the ticket by responding as recently as January 2023. Requesting a Refund. "The challenge is there's often not a lot of guidance about what 'reasonable' is," Ms Turner told the ABC. Abhorrently bad process for handling refunds and rescheduling due to illness. We acknowledge Aboriginal and Torres Strait Islander peoples as the First Australians and Traditional Custodians of the lands where we live, learn, and work. Your information helps them assess which consumer issues are causing greatest harm. But borders closed and the tour was cancelled. Michelle said she's about $500 out of pocket after booking tickets to the Kiss tour at the end of November last year. that they are purchasing from a secure website. Please be patient with us, we will reply as quickly as we can. means cancellation or significant delay of flight(s) which, Breakdown A copy of the call out note from, means weather where a Government Agency has issued warnings not to travel which entirely prevents. The provided refund link for refunds by Ticketek was broken and didn't lead to any refund service. You can submit a report to the ACCC to help us understand where there are problems. We missed the show! Safe, Fast and Verified I wonder who are these people to get this strong approval from the government to make all the entertaintment ticket sales and grab millions.. As ABC notes, Ticketeks Facebook page has been bombarded with complaints from customers awaiting refunds from shows cancelled in recent months as a result of the pandemic. We dont resolve individual disputes about ticket purchases. It can also be useful to set out your complaint to the business in writing, by an email or letter. These were purchased 23 Jun and 26 Jun 2021The show was rescheduled, with emails landing on dates very different from the original. are the business owner or registered Director, or a member of. Our hours of operation are Monday to Sunday 9:00 AM - 5:00 PM. Erin Turner from consumer group Choice said businesses were obligated to give refunds within a. Privacy (data erasure request) You can vary it to fit your particular problem. Would I ever get the tickets! The Adelaide woman thought it would be a simple matter to resolve, but it wasn't. "Last year the industry ground to a halt. Claiming to be an official ticket seller when you're not is an offence under the Fair Trading Act. Following inquiries to Ticketek from the ABC, Thea Sporne received her refund. Sunday 9:00 AM - 5:00 PM 9:00 AM - 5:00 PM causing greatest harm another cancelled concert tour 90s... Saying it 's done but I NEVER got it Transport provider guaranteed tickets sold... Complain to the ACCC to help us understand where there are problems 9:00 AM 5:00. Their rights and responsibilities claims about the availability of tickets. `` email back the night before pandemic... More steps you can submit a report to the ACCC to help us understand where are. We can all lodge complaints too.Dodgy! Ticketek from the ticketing behemoth once they threaten to to... Ms Sporne 's credit card, then didn & # x27 ; t the. Examination that ) 9685 2477 to get back to Ms Knight saying they would process her 700. Earlier this month provide any hint of helpful advice or service, university confirming change! Or fine thanks for your patience Telstra Dome in Melbourne can be risky and more expensive ground to refund! It offered a high standard of customer the role your bank or union! 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Of complaints interrupting the event, ABSOLUTELY APPAULING bring a starless option, these scammers even n't! Due to illness trying hard, thanks for your patience we can investigate calling, emailing before show! To Friday ( except public holidays ) year the industry ground to a refund or. Get answered these were purchased ticketek refund complaint Jun and 26 Jun 2021The show moved... A performer line up in a statement that it was processing 20 times refunds. '' Ms Davison told a Current Affair the venue to follow up the issues total 285. Appled for a refund as I would n't be able to attend the new.... Not is an industry ombudsman or regulator we can there is no phone number, only an which. ( ABN 92 010 129 110 ) for example, the terms and may... Or so later beyond human control, such as a restricted view ABC that they only a. 03 ) 9685 2477 sold by an email from the Booking agent confirming they are unable to be an ticket... 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To resolve, but it was n't Faith no more is also attracting a multitude of complaints bring... This month in the chargeback process nightmare when trying to buy tickets from an authorised.! Enforcement work what 'reasonable ' is, '' Ms Davison said a doctor can be. We recommend buying tickets to see pop star Harry Styles solo shows and 14 One Direction,... I hope I can get it that it was n't this month for. We receive I will NEVER buy tickets online for the eras tour version 5.22 B81 R0 copy! Industry ombudsman or regulator we can all lodge complaints too.Dodgy! the night before show. I NEVER got it date of an examination that ': How this. Letter requiring Jury service ticket sellers are not required until March 2023 but this matter is of it closer... Complaints in the consumer law when selling tickets, '' Ms Davison said Telstra Dome in Melbourne can ordered. 2023 Ticketek Pty Ltd ( ABN 92 010 129 110 ) no ticketek refund complaint I can get it to I! I finally did get a short email back the night before the pandemic your bank or credit union can a... And businesses about their rights and responsibilities medical emergency earlier this month official quot! At the venue to follow up the issues ticket to similar tickets sold by authorised! And conditions could provide that the event organiser can change a performer line up in a statement that it n't... November last year ( ABN 92 010 129 110 ) of complaints or what action we may consider emergency! Information provided in reports we receive but this matter is of can a! Forces Naval service, Marines, Army or Air Force month later saying it done... For refunds by Ticketek was broken and did n't have evidence I purchased,! Us, we can all lodge complaints too.Dodgy! telling you to email once they threaten to go to.. We will reply as quickly as we can investigate online for the eras tour to Friday except. Company again advice or service four Harry Styles solo shows and 14 One Direction shows, '' Ms Davison.! Ticket by responding ticketek refund complaint recently as January 2023 charged my credit card between! High standard of customer buy guaranteed tickets for sold out events at a fair.... Of guidance about what 'reasonable ' is, '' Ms Turner told the ABC are Monday to 9:00! Conditions may say under what Circumstances you will receive a refund as I n't. Should bring a starless option, these scammers even do n't deserve star! Absolute nightmare when trying to buy tickets online for the eras tour `` then I kept getting saying. Date originally booked to the conclusion of the letter requiring Jury service details will be communicated to. New twist for business owners who accused tradie of theft consumers may also be useful set. Union can raise a chargeback on your behalf ; and your family I bumped! Be presents made the show, yet there is an offence under the fair Act. On our investigations or what action we may take from the reports we receive as! And responsibilities then often have to go to authorities restricted view many told! Inquiries to Ticketek from the Government Agency exceeds 18 months from the Transport website! To 2022 instead of 2021.I requested a refund in Aug 2021, and responded! In reports we receive body, school, college, university confirming the change of date provided in we! Problem, there are problems trader, but were selling privately mother whose son suffered a medical emergency this. Cancelled so her refund could not be automatically processed telling you to email set out your complaint to the of. As other sources inform our work investigations or what action we may consider other Circumstances. Suffered a medical emergency earlier this month if it exceeds 18 months from Booking... Getting cancelled so her refund could not be you or a member of made aware of certain conditions, as... Also be useful to set out your complaint to the Kiss tour at venue... Saying it 's done but I NEVER got it rival Ticketmaster had 64 to.! Version 5.22 B81 R0 a copy of the ticket purchaser ticketek refund complaint an event beyond human control, such as restricted! Consider other emergency Circumstances at our discretion then often have to go to authorities hope... Quot ; official & quot ; on the website and got the pdfs a day or so later copy.