Ticketmaster - have not received tickets, refund?

Martin_o03

Hello

I purchased 4 tickets for an event tomorrow back in March, costing £400. I have not received the e-tickets. 

The email address on my account was an old one, I updated this months ago but still nothing. I have spent the last 5 days on twitter, live chat and the ticketmaster website trying to get a response to no avail.

The event is tomorrow at 2pm, it doesn't look like I'm going to receive my tickets. It's in London, we're supposed to be travelling from Glasgow in the morning. A nightmare.

If we don't receive them does anyone know where I stand in terms of a refund?

Thankyou 

Lavendyr

Have you still got access to the old email account? If not, can you not log into the Ticketmaster account through which you purchased the tickets to download them?

Martin_o03

The old account was a university one which no longer exists.

and the tickets don’t show on ticketmaster because the event is via a third party - BST Hyde Park. You need to sign up for their app with the email you bought the tickets with to access your tickets and I’m getting an error message.

less than 2 hours to go and still unresolved despite a chain of about 10 emails to and from ticketmaster explaining the issue. 

tightauldgit

I would imagine that Ticketmaster T&Cs will say somewhere that they aren't responsible for your errors and sadly using an email address that you can't get access to would be your error. If it's sold via a third party then its probably the third party you need to contact to see if they can help with the issue - although i imagine its too late now. 

Martin_o03

The email was changed months ago and the change shows on ticketmaster, they confirmed this, but for some reason it is not working on the app.

they have just emailed me 45 minutes before the event to tell us to go to the resolution desk at the venue to try and resolve it.

we are a group of 4, 3 of whom in our 70’s travelling from Glasgow. We had to decide this morning that there was no point in us trying to make our way there without any sort of resolution.

I shall have to consider the best way to approach them for a refund

debsy42

I'm going to see Guns and Roses next week and got an email from Ticketmaster to say they are not sending the tickets out by either post or email, I have to log into my account and print them myself. Could something similar have happened with your tickets perhaps? Hopefully they are sat in your account waiting for you (presuming you can still log into your Ticketmaster account that is!)

Martin_o03

debsy42 said:

I'm going to see Guns and Roses next week and got an email from Ticketmaster to say they are not sending the tickets out by either post or email, I have to log into my account and print them myself. Could something similar have happened with your tickets perhaps? Hopefully they are sat in your account waiting for you (presuming you can still log into your Ticketmaster account that is!)

Sadly not We need to access them through a 3rd party app - Hyde Park - which is not accepting my email. Ah well! I'm sure the Rolling Stones have 1 last tour in them!  

debsy42

This must be so frustrating for you, what is the error message you are getting when trying to get into the app?

tightauldgit

Martin_o03 said:

The email was changed months ago and the change shows on ticketmaster, they confirmed this, but for some reason it is not working on the app.

they have just emailed me 45 minutes before the event to tell us to go to the resolution desk at the venue to try and resolve it.

we are a group of 4, 3 of whom in our 70’s travelling from Glasgow. We had to decide this morning that there was no point in us trying to make our way there without any sort of resolution.

I shall have to consider the best way to approach them for a refund

Was the email address changed BEFORE or AFTER you bought the tickets? If it was updated with Ticketmaster before you bought the tickets then you might have a case to make a complaint about their systems. If it was changed afterwards then the likelihood is that Ticketmaster won't pass on any such changes to a third party.

Martin_o03

"Our official policy is that we can't offer exchanges or refunds for tickets unless the event is canceled – that's in line with the agreement that we have with the venue and event organizers, and we sell the tickets on their behalf.
 
As there haven’t been any changes to the event itself and there weren't any errors with our website, unfortunately, we can’t offer you a refund for your booking"

The ticketmaster reply. The email address was changed after the tickets were booked but this change was made months ago. Surely it's good practice for Ticketmaster to pass this change onto the third party when its the only way to access their app to get the tickets? And the email address did not update immediately on ticket masters website, I had to make numerous attempts to do so. 

There is no contact details for the 3rd Party (BST Hyde Park) so therefore no way to inform them of a change of email address, so surely that information should automatically be updated by ticketmaster in order to allow customers to log in and retrieve their tickets?

razord

The tickets were likely emailed within a few minutes of your booking taking place - that's what happened for me a couple of weeks ago for an event at the end of this year.