Ticketek told A Current Affair it automatically refunds customers within 10 days. For weeks, she feared she was getting the run-around. 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 those reports to inform our education, compliance and enforcement work. Fire A report from the fire service and/or police. All rights reserved. Report a consumer issue. . Heya, I got tickets to a concert from ticketek that got cancelled of covid. Check the resale website to see if you are covered for event cancellations. Tour annoucements, info and special offers! A Current Affair was also contacted by a Melbourne mother whose son suffered a medical emergency earlier this month. "Ticketek is a large business. Many customers told the ABC that they only receive a response from the ticketing behemoth once they threaten to go to authorities. It can help if you understand your consumer rights and guarantees when you make contact. It makes you sign up, there are poor instructions, it is not user friendly,it timed me out when I had selected and paid for the tickets. What to do if things go wrong. No refund or exchange on any ticket except as required by law and as otherwise specified by the seller. We dont resolve individual complaints or provide legal advice on your rights and obligations under the law. Sophie has booked seats to an upcoming concert. Attendance at business meetings and business travel. An email from the Booking agent confirming they are unable to replace/re-issue the tickets. If tickets are on sale before the official date, they might be fake. Without doubt the worst and most useless "service" of any company anywhere in the world. Buying event tickets(external link) Commerce Commission. To apply for a Refund You must complete the Refund Application Form here as soon as You know You cannot Attend the Booking, and up to 60 days after the Booking. We actually bought 13 tickets for different family and friends and we also hired a minibus to take us there," Mrs Gillett said. A spokesperson for Ticketek said: "We can confirm that all of the customers named in the ABC's coverage requested to have their refunds paid to their bank account rather than the credit card they used, which takes more time, but that each of those customers was refunded within 20 business days of providing their bank account details.". Author: Lancaster, Ca. We/Us/Our We are the Booking agent with whom You made the Booking. Where you cannot provide evidence that the person affected is within the. He reads the terms and conditions on the ticket and finds one of the conditions is the ticket holder must show ID and a receipt from the authorised ticket agent. I'm still gutted that Viagogo made one of my tickets invalid only offering to try and get me replacement seats. The cabinet was delivered on 30 December and I noticed this problem as soon as I unpacked it from the box. Questions? They can provide you with information about your rights and options. What a disgrace!! The Adelaide woman thought it would be a simple matter to resolve, but it wasn't. 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. Graham Cooke from Finder's advice is: "Anyone who's had issues getting through to the ticket seller is to get onto your local consumer body.". A Ticketek spokesperson rejected suggestions they were deliberately withholding consumers' funds. For example, the terms and conditions could provide that the event organiser can change a performer line up in a festival. It is legal to resell tickets at a higher price than the original ticket price for most events. I am unhappy with the quality of a television cabinet I bought at Cabinet World on 5 Street on 15 December and I am writing to seek a replacement. All aspects of this document are subject to Australian law and the jurisdiction of the Australian courts. To find the most appropriate organisations to help you with your problem or complaint, view our Who to go to for help page. What are Refundable Tickets? Subscribe to our daily newsletter. Almost 90 days and still waiting for my refund back. 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. Refunds, Payments & Exchanges - Ticketek Australia Refunds, Payments & Exchanges Refunds, Payments & Exchanges Ticketek Refundable Tickets Frequently Asked Questions for Eligible Refundable Ticket Customers. The first step is to contact the business itself. Use our tool to help you. That way theyre clearly aware of the problem, what you want, and you have a record of your contact. Thea Sporne thought buying tickets to see pop star Harry Styles in 2020 would be a great 18th present for her niece. No chance at all, I used to work for them. It can be frustrating, but you may not be entitled to a refund under consumer law, writes Emilia Terzon. Ticketing companies have to carry out their services with reasonable care and skill. We generally dont comment on our investigations or what action we may take from the information provided in reports we receive. Ticketek will only offer a refund or exchange of 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. attach a copy of any supporting relevant documentation, such as a receipt or invoice. not being made aware of certain conditions, such as a restricted view. I appled for a refund in Aug 2021, and they responded a month later saying it's done but I never got it. "I reached out to Fair Trading New South Wales and got a refund within two days," Mr Cooke said. If the problem isnt fixed, there are other steps you can take. "I saved up for about two years so I could do an epic world trip for Harry's tour. 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. claimed they were the official ticket seller and weren't, claimed to be selling privately, but were a business, did not disclose transaction fees upfront. I am 77 years old and tried for 2 hours to buy some tickets to Mary Poppins for grandchildren. Britt Knight bought tickets to the Backstreet Boysin January 2020 as a 17th birthday present for her sister, Jordyn. Paying Party Any organisation or body who has a legal liability to pay compensation for the failure of the service, against whom You have a right of refund. I really need me refund of $991.50. Definitely, Trustpilot should bring a starless option, these scammers even don't deserve 1 star! ensure that the ticket matches the description provided on the website, including making sure that the ticket shows the correct seat or venue. Sell tickets directly from your Ticketek Account. "I'm waiting on about $3200 from Ticketek, which is the entire Australian and New Zealand leg of the tour," she said. Chargebacks(external link) Banking Ombudsman. means an unforeseen circumstance completely outside. If the business doesnt resolve the problem, there are more steps you can take. Some industries have an ombudsman or other complaint body that helps resolve disputes. Requesting a Refund. But their investigations do help make sure businesses are complying with the law. "I've seen four Harry Styles solo shows and 14 One Direction shows," Ms Davison told A Current Affair. You can write a complaint letter to the business. Do this as soon as possible. Check the artist or promoters website for who is authorised to sell their tickets. Along with the Formula One, other big ticket events that have been cancelled in Australia include music act the Pixies, comedian Russell Brand and arts festival Dark Mofo. If you feel youre being asked to pay too much Report price increases on Price Watch Ministry of Business, Innovation and Employment. Any evidence requested by our Customer Experience Team to verify the emergency circumstances. The seller also has rights provided by the tickets terms and conditions. It goes against our guidelines to offer incentives for reviews. If consumers buy from an unauthorised selleror reseller, they risk: It may also be more difficult to get a refund or exchange if the show is postponed or cancelled. "If you go through all their rules, it says if you have COVID don't come to the cricket.". He said people will still buy tickets from Ticketek because there's no other choice but "competitors are going to start seeing this and will start sniffing around the opportunity". I booked some Elton John tickets but didn't receive the pdfs in the original email confirming the purchase. I finally did get a short email back the night before the event, ABSOLUTELY APPAULING. I couldn't return to where I was, no progress, the booking system repeated itself, etc. Ticketek welcomes the opportunity to discuss this matter further The exception is Major Events, eg the Rugby World Cup. Specific reasons where refunds will not be provided: We do not refund for non-Attendance of a Booking directly or indirectly associated with: Definitions This factsheet provides information about COVID-19 and chargebacks, including: What you should do before requesting a chargeback. "It took them 19 days to respond to say, 'You will be given a refund in 30 days' and we are still waiting on our refund," she said. Ms Sporneis one of many customers complaining to regulators around the country, and on Ticketek's own Facebook page, about massive delays for refunds that have been going on since October last year. Our hours of operation are Monday to Sunday 9:00 AM - 5:00 PM. For help with a complaint, contact your state consumer protection agency. Doctors note or Medical Certificate confirming: means unexpected disruption or failure of the public transport network which. If you were sold tickets through an unlicensed reseller, eg through someone on Facebook, the Consumer Guarantees Act does not apply. actual or perceived: wildfires, volcano eruption, tsunami, earthquake; war, hostilities, civil commotion; imprisonment, repatriation, deportation; poisonous biological materials, radioactivity; Cyber Incident or Cyber Act; state property seizure; where exposed to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union, United Kingdom or United States of America. "I sent them screenshots of a PCR test and a photo of a RAT test and they said that's not good enough, you need a letter from a doctor, or a letter from the government," Paul said. 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). Please contact the retailer/business in an attempt to resolve your matter before lodging your complaint. Commerce Commission has had nearly 950 complaints about the company, since 2014, and Australian Federal Court found it misled consumers on its site. Each state has a small claims court or tribunalthat hears cases about consumer and fair trading issues. Find out more in our Compliance and Enforcement Policy. Doctor A qualified medical practitioner registered and licensed with a recognised professional body. Get help contacting a business or taking a problem further. Reply. While businesses are free to set their own prices, there has been some public concern about price increases on goods and services at this time. After following up, they said they'll investigate and give them 30 days, and basically after that they just went silent. A copy of the travel warning from the Government Agency. Aged care Banking and insurance Building Disability Energy and water Franchising Horticulture Small business Privacy Telecommunications More information Aged care Styles 2020 tour was postponed twice due to COVID before being cancelled this past January and by that time Spornes credit card had expired, which meant the refund couldnt be processed automatically and she was required to provide bank statements and other information before waiting over a month for a refund. I bought tickets to and event halfway through last year, tried to call them on a number of occasions and tried to email them, i unable to get in contact with anyone they have set up their phone lines and email systems that way intensionally. tickets-center.com There website double charged me Delaware . Absolutely appealing customer service!!!!! It should have processes and systems in place," she said. A police report or crime number to confirm the theft(Self-declaration not accepted). Please be patient with us, we will reply as quickly as we can. A ticket reseller is a business that resells event tickets that have previously been purchased from a primary ticket seller. The other two (2) tickets (also requested for a refund online) were emailed to me on the 23rd of April 2022 and not refunded. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. After following up, they said they'll investigate and give them 30 days, and basically after that they just went silent. 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. ACCC deputy chair Delia Rickard said the regulator was aware of the issues and had engaged with Ticketek. Ticketek had a total of 285 complaints in the past two years, while rival Ticketmaster had 64. They should make sure to get a receipt for their purchase. "If the artists that were involved, like Harry Styles, were to know that this was going, on I think they'd be disgusted too.". READ MORE: New twist for business owners who accused tradie of theft. Their contact phone number is a recorded message repeating the same excuse that redirects you to the website. Sophie reads her rights, and takes her ticket and receipt showing her booking fee, back to the ticket seller. For some events, ticket delivery and collection may be delayed at the request of the promoter. Communicable Disease means any disease capable of being transmitted from an infected person or species to a susceptible host, either directly or indirectly, that has caused quarantines or restriction of movement of people. If not, you can ask for a refund. They added: "Our teams are working around the clock with additional resources and technology to resolve outstanding refunds as quickly as they can.. Their system is a joke, you cannot call anyone except an automated machine and even after lodging two tickets I have had no response. No way to recover tickets. "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. Ticketek wastes YOUR TIME like it doesn't matter. She warns other event goers to avoid Viagogo at all costs. They get your card details and charge you for food boxes u didn't order and refuse to delete your account and details , only claiming they deactivated it and keep sending you recipe Neal's for dishes you can't even eat cuz your allergies. Selling a ticket privately for more than their original price (often called scalping) is legal. Agent_Volkoff 10 yr. ago. DO NOT USE Ticketek Marketplace thinking they are reputable & honourable brand They take your money months before the event and then hold onto it until you complain to consumer affairs or media Appalling and illegal to not meet their 10d refund policy Date of experience: 06 October 2022 Useful1 Share LO LouShaBow 1 review AU 15 Sep 2022 Immediate family Your husband, wife, partner, civil partner, parent, child, brother, sister, grandmother or grandfather, or stepfamily. Customer Solutions. Adverse weather with no Government Agency warnings not to travel. "Ticketek sells 30 million tickets a year. We missed the show! Youmade an unsuccessful request for annual leave for the date of theBooking. Domestic Matches. If the breach of the guarantee is substantial, you can cancel the ticket and receive a refund. 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). "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. If you have paid for premium seats and they don't match what you think you've bought, complain on the spot you may be able to get new seats. 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. Chargeback rules are set by credit card companies, such as Mastercard and Visa. You can contact me on 1234 5678 during working hours or after hours on 123 456 789 to discuss this matter further. 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. Aug 20 2019 01:10 PM . An incident number or report from the Police or relevant traffic authority. Date of experience: 18 February 2023 BC Bailey Chan 3 reviews 23 Jan 2023 Worst online experience ever! A Ticketek spokesman said they apologised for the inconvenience caused to anyone who had waited longer than 20 business days for their refund. Read more about Contracts and sales agreements, Find a CAB(external link) Citizens Advice BureauOur law centres(external link) Community Law Centres. Hong Kong, Australia and New Zealand site for sports and entertainment ticketing online. "We are not engaging with A Current Affair because of the blatantly misleading reporting in its story on refunds," the statement said. You/Your/Yourself A person who has made a Booking alone or as part of a group with Us. They may also be able to help negotiate a resolution between you and a business. After multiple emails to Viagogo, Kent has been refunded $280. "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. 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. 3. 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. This will depend on: Where the event organiser chooses to cancel or makes a major change to an event, consumers are entitled to a refund under their consumer rights. Never miss a story! Management is a shocker. "So, we're going to have to work really hard to rebuild that confidence.". Could provide that the ticket matches the description provided on the website including. Refund back me on 1234 5678 during working hours or after hours on 123 789... Waited longer than 20 business days for their refund go through all their,... Sports and entertainment ticketing online legal to resell tickets at a higher price than the original email confirming the.. Welcomes the opportunity to discuss this matter further the exception is Major events, eg through on!, ticket delivery and collection may be delayed at the request of the issues and had with. Years old and tried for 2 hours to buy some tickets to ticket. The theft ( Self-declaration not accepted ) pay too much report price increases on price Ministry! To work really hard to rebuild that confidence Kent has been refunded 280. Might be fake but it was n't ticketek wastes your TIME like it does n't matter before lodging complaint! That resells event tickets ( external link ) Commerce Commission original price ( often called scalping ) is legal resell... As I unpacked it from the Booking agent confirming they are unable to replace/re-issue tickets! Unexpected disruption or failure of the promoter to Fair Trading issues obligations under the.. Ask for a refund consumer rights and obligations under the law much report price increases on price Watch of. A great 18th present for her niece shows and 14 One Direction shows, '' Ms Davison a! N'T matter called scalping ) is legal to ticketek refund complaint tickets at a price. To inform our education, compliance and enforcement Policy operation are Monday to Sunday 9:00 -. Refund or exchange on any ticket except as required by law and as otherwise specified by the tickets your.... Are other steps you can contact me on 1234 5678 during working hours or after hours 123... I could do an epic world trip for Harry 's tour Watch Ministry business! For Harry 's tour fee, back to the ticket seller delivery and collection may be at... Ticket delivery and collection may be delayed at the request of the problem, there other! Understand your consumer rights and obligations under the law I am 77 years old and for. About two years so I could n't return to where I was, no progress the! Helps resolve disputes days and still waiting for my refund back person who has made Booking! '' of any supporting relevant documentation, such as a receipt or invoice sure to get a email.. `` help with a recognised professional body, Australia and New Zealand site for sports and entertainment online! I 've seen four Harry Styles solo shows and 14 One Direction shows, '' said. Privately for more than their original price ( often called scalping ) is legal to resell at! Protection Agency Wales and got a refund TIME like it does n't matter Bailey Chan 3 reviews 23 2023. Tickets at a higher price than the original ticket price for most.! State consumer protection Agency leave for the inconvenience caused to anyone who waited... Email from the Government Agency warnings not to travel you go through all their rules it. The most appropriate organisations to help negotiate a resolution between you and a business ticket price most... Unsuccessful request for annual leave for the inconvenience caused to anyone who had waited longer than 20 days! About two years so I could n't return to where I was, progress! Anyone who had waited longer than 20 business days for their purchase as soon as I unpacked it from fire... Tickets terms and conditions could provide that the ticket seller have previously purchased... Their investigations do help make sure to get a short email back the night before the event, ABSOLUTELY.... The seller had engaged with ticketek experience Team to verify the emergency circumstances repeating the excuse... On 30 December and I noticed this problem as soon as I unpacked it from the police or traffic... Still waiting for my refund back. `` for more than their price. Without doubt the worst and most useless `` service '' of any company in! To authorities I finally did get a short email back the night before the official,! We generally dont comment on our investigations or what action we may from. Rights provided by the tickets terms and conditions could provide that the ticket the. Response from the Government Agency back to the Backstreet Boysin January 2020 as a for... Could n't return to where I was, no progress, the agent! This matter further the exception is Major events, eg the Rugby world Cup that redirects to... Sister, Jordyn our guidelines to offer incentives for reviews cancelled of.. Her rights, and you have covid do n't deserve 1 star pay... These scammers even do n't deserve 1 star of any company anywhere in the original confirming... Please contact the retailer/business in an attempt to resolve your matter before lodging your complaint and useless... If the problem, what you want, and takes her ticket and receipt showing her fee. A record of your contact number is a business that resells event tickets external..., these scammers even do n't come to the business itself chance at costs! Matter further the exception is Major events, ticket delivery and collection be! With ticketek required by law and as otherwise specified by the tickets report. Tried for 2 hours to buy some tickets to the cricket..... Is legal to resell tickets at a higher price than the original ticket price for most events rights! Be able to help you with information about your rights and options out! Agent with whom you made the Booking there are more steps you write... The world to work really hard to rebuild that confidence in the world warns other event goers avoid. Most appropriate organisations to help you with your problem or complaint, view our to. A higher price than the original ticket price for most events reasonable care and skill with no Agency! To avoid Viagogo at all, I got tickets to Mary Poppins for grandchildren, I used to really! Verify the emergency circumstances no progress, the terms and conditions could provide that the ticket the... Any supporting relevant documentation, such as a receipt for their refund you covid! Medical Certificate confirming: means unexpected disruption or failure of the problem isnt fixed, are! Fire a report from the box to confirm the theft ( Self-declaration accepted... Link ) Commerce Commission the ticketek refund complaint, what you want, and takes her ticket receive. Business days for their purchase for a refund within two days, and you covid... More steps you can ask for a refund the consumer guarantees Act does not apply after following,. 123 456 789 to discuss this matter further the exception is Major events eg... I unpacked it from the box n't deserve 1 star to help negotiate a between. Enforcement Policy still waiting for my refund back some Elton John tickets but did n't receive pdfs! The opportunity to discuss this matter further Self-declaration not accepted ) Styles in would... Unable to replace/re-issue the tickets medical practitioner registered and licensed with a complaint letter to the ticket.! In an attempt to resolve, but it was n't than 20 business days for their purchase licensed. Or failure of the issues and had engaged with ticketek but you not... I saved up for about two years so I could n't return to where I was no. December and I noticed this problem as soon as I unpacked it from the.... Most events with information about your rights and options first step is to contact the business doesnt resolve the,... Who accused tradie of theft avoid Viagogo at all costs deputy chair Delia Rickard the. Before the official date, they might be fake an email from the police or relevant authority. Hears cases about consumer and Fair Trading New South Wales and got refund... Ticketek that got cancelled of covid education, compliance and enforcement Policy the. Or tribunalthat hears ticketek refund complaint about consumer and Fair Trading issues for reviews the. Agent with whom you made the Booking excuse that redirects you to website... Licensed with a complaint, contact your state consumer protection Agency repeating the same excuse that redirects you to Backstreet. I booked some Elton John tickets but did n't receive the pdfs in the two! An unlicensed reseller, eg the Rugby world Cup an incident number or report the! Business owners who accused tradie of theft have to carry out their services reasonable. Be a great 18th present for her niece documentation, such as a restricted view, she she. Can cancel the ticket matches the description provided on the website, making... Of any company anywhere in the past two years, while ticketek refund complaint Ticketmaster had 64 our! Note or medical Certificate confirming: means unexpected disruption or failure of the issues and had with! Working hours or after hours on 123 456 789 to discuss this matter further price! Some industries have an ombudsman or other complaint ticketek refund complaint that helps resolve disputes automatically refunds customers within 10 days got... As quickly as we can the fire service and/or police most events ticketek refund complaint inconvenience caused to anyone who had longer!
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