Ticketmaster - have not received tickets, refund?

Martin_o03

razord said:

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.

No, there is a message on the ticketmaster page saying because it is through a 3rd Party - Hyde Park BST - your tickets will not be emailed. They will be accessible via the Hyde Park app using your ticketmaster email address. 

tightauldgit

Martin_o03 said:

"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?

It does say on BST's website that you should use the email address that you bought the tickets with to access them. Looking there it does appear that the route to getting customer support is to go via Ticketmaster though. I wouldn't expect changes that I made on Ticketmaster to be updated with a third party though. I would have hoped for better service from Ticketmaster to get you access to the tickets though.

Martin_o03

Thanks for your replies guys. Good news!

I contacted BST Hyde Park directly through instagram and they within an hour they offered me a full refund. Ticketmaster up until this point were still refusing a refund and trying to say I did not report the issue before the event started..

A relief!

tightauldgit

Well that's good!