Viagogo Refund Policy

LLT

Hello,

I bought tickets on Viagogo to see Bad Bunny in Medellin, Colombia whilst travelling for June 7, 2019. The tickets cost $310.66 (£248.81). Bad Bunny cancelled his shows in Colombia, including the Medellin show. I received the following email from Viagogo at 7:30pm on June 5, 2019 (translated from Spanish):

Dear Customer,

We will contact you to inform you that Bad Bunny has been canceled.

We are an online ticket market and we must return the tickets to the original seller so they can claim a refund for their original purchase. Therefore, you will only be reimbursed if you return the tickets to us no later than June 5, 2019. Unfortunately, postmarked entries after June 5 will not be accepted. To ensure that tickets are received on time, we recommend that you use a trackable shipping method to return tickets to the address listed below. Any ticket not returned on time will not be eligible for a refund. Please note that we cannot refund the return postage.

Return the tickets to the address below and include a note with your # {# TransactionID #} # and email address:

Oscar XXXXXX
Street X XX XXX house XX
Hacienda los pinos
Jamundi
XXXXXX
CO

We will refund you within the next 7 business days, as soon as you inform us of the tracking number of the return tickets to the address indicated above.

Best regards,
Viagogo team

Given that I received the email at 7:30pm on the same day I was meant to return the tickets by, it was impossible to return the tickets. I have tried emailing Viagogo and this has been their response:

Dear Louise,

Thank you for contacting us regarding your order 21543754 for Bad Bunny on 7 June 2019.

Unfortunately, we are unable to offer you a refund as you did not Returned the tickets by the deadline given.

If you are unhappy with our investigation and wish to make a complaint please send your correspondence to customerservice@orders.viagogo.com .

Once again, I am sorry it is not possible for us to provide you with a refund.

Kind regards,
Monique

I have tried putting in a case through Resolver but have got as far as I can. Does anyone have advice to obtain a refund given the unreasonable request from Viagogo?

Many thanks for your help in advance. Warm wishes, Lou

davidmcn

I'm not sure what country you're contracting in when you buy tickets for a concert in Colombia with Viagogo, but I'm guessing it's not the UK. What do the terms say? And of course an email received at 1930 British Summer Time would have been slightly more feasible to comply with if you were in Colombia's time zone.

born_again

Seems unfair that they expect you to return the tickets the same day as the event was cancelled. But then again nothing this company does should surprise us....

Given all the bad publicity on this company and there shady practices. I can't understand anyone using them...

dj1471

Contact your card issuer for a chargeback.