Viagogo
Reviews and Complaints

I purchased tickets for the LUZ CASAL concert in Athens 20/9/2018 and the tickets were advertised for 53 euros. When I paid the transaction I realised that they charged me 50 euros for VAT, HANDLING FEES ETC. None of this was mentioned either before or during the process. When I contacted their customer service they gave me so far irrelevant answers on company's commitments to customer satisfaction. I asked three times to escalate this and they tried to avoid it.

I bought tickets to The War of the Worlds in Brighton, a show that is on in December. I did a Google search for tickets and bought what I thought was one of the last remaining seats for the Sunday performance. When I came to check out I was surprised by the final cost as there were additional fees added at the last moment, but these were so many messages counting down to me losing the best seats available and I proceeded. I bought instant download tickets as this is what was offered, received my email confirmation only to find that I could receive my tickets as late as 3 days before the performance. At this point I did some research on Viagogo and discovered that they are a secondary ticket provider a term I had never heard of!

I have since learned that Viagogo pay Google well to turn up first in these searches making people believe that they have entered a valid ticket site, and although there is information at the very top of the first page claiming to be a secondary sales platform this is very easily missed. The pricing information is very misleading with additional charges being added late in the sale and there is constant prompts informing you that theses ae the very last seats available (leaving out the info that this is only on their site).

Once I discovered this information I opened a dialogue with Viagogo to express my concern that I had been misled, every communication I have had with the company has generally been a cut and paste of an earlier email though I have heard that I am lucky to have had a response at all. I am upset at the overcharging and being ripped off but I accept that I did not do enough research. However, they have failed to comply with their own terms of sale as they are offering "instant download" tickets knowing that they are not going to provide this service. They will not give me seat details so I am unable to check if this is a valid sale.

I have been in contact with the venue, who gave me information to express that they have had negative experiences having to turn away people with tickets from this company. They did however confirm that the Primary sales for this event is through Ticketmaster and that any E-Tickets would have the seating information on the confirmation email and the ticket itself would have been received the same day as the confirmation. Despite this information Viagogo have maintained that they are unable to provide seating details or my tickets.

In March 31st. I bought a ticket for Pet Shop Boys concert on the 28th July.
Today, only 4 fours before the concert, I've received a cancellation and refund order and apologies for any inconvenience caused!
What about the hotel already booked and my plan with friends for the weekend?
I'm really frustrated and disappointed because that was a dream watching their concert!
I didn't know about this cancellation possibility or else I would have got this ticket from some other company.

Bought 2 tickets in January for Ed Sheeran concert in August in Warsaw. I received on 20.07. - 2 tickets with other names on it.
Contacted the concert organizer after checking their website and it turns out - tickets are invalid and useless as names and ID will be check on entrance. A change of names is only possible when the original buyer applies for it in written form AND bank transfers a fee for this from his account. This is not executable as there is no contact with the sellers and also highly questionable if they will pay the fees.
However, Viagogo support repeats to write that the tickets are valid and it is no problem to enter the concert.
After calling up the event organizer, eventim, they confirm their official TAC and that the tickets are useless.
Viagogo support wrote few times that they can refund for invalid tickets, I requested it, but they do not execute and repeat to reply in the same way - "you can get refund if tickets are not valid" "yes your tickets can be used with wrong name, you can enter".

Actually Viagogo is providing here written evidence of actively supporting fraud. Extremely poor and shady.

I paid nearly 8 times the regular price of the tickets - which is of course my own personal decision and habit - but then at least things should work.

This is simply unacceptable.

On direct request I'm more than happy to provide case relevant details and evidence.

Sold tickets from WC quarter finals on 06/30 and sent the ticket as instructed on 07/01. On 07/06 my account was cancelead and since then I did not received payment and customer service information is that my account was cancelead due to a security process and I cannot longer user their services. I sold my ticket and send accordinly but Viagogo is STOLEN my money,

I made the mistake of purchasing tickets to see Ed Sheeran on Viagogo and then realized i paid almost double the value of the tickets by using them. I tried to cancel the purchase and asked for a refund they refused saying it is not possible. Then I received an email stating I have to physically meet the original owner of the ticket and be escorted into the concert by him. I can not drag my family to Düsseldorf, pay for a hotel and babysitter without having the tickets before hand or assurance to pick up at the venue. I am so upset with myself over this stupid purchase and not making sure it was the official website to buy the tickets. I have called the number of the man who is supposed to meet me with tickets and no one answers. I requested my credit card company to cancel the purchase/ charge but it is too late even though we flagged it this morning as fraudulent. I truly believe Viagogo committed fraud with the representation of these tickets. No where during the purchase did I read I had to meet someone to enter the concert. This was revealed afterwards. I am upset over paying €293 for tickets that should have been about 160, but mostly because I can't get the tickets before the show so there is a big risk and I am now involved in a scam. Now Capital One is starting legal action to get the money back because I have tickets to show for the cost.

I purchased 4 tickets to see Tom Jones on 4 July for £431. Order number [protected].

The breakdown of what I paid is:
£78.06 per ticket (£312.24 total)
£91.64 booking fee
£8.79 handling fee
£18.33 VAT

When I received the ticket the face value was £49.50.

I looked at the FAQ page and it said that high demand can push ticket prices up but tickets were still available and I could have brought 4 tickets on the day before or the day of the performance at face value so I don't feel this adequately explains the high price.

I emailed this query and was told that as the tickets were being resold the seller sets the price and the price they paid is clearly stated on the website, however on mobile devices you need to click on a small i to see this information. I don't know what percentage of transaction for Viagogo are from a mobile device but if it follows industry trends it is around 80% so I feel that a small i does not give the consumer the information required to make an informed choice, the information should be easy to find and transparent.

I therefore consider that I have been mis sold these tickets and that is the basis of my complaint

Should you require further information please contact me at [protected]@googlemail.com

Thanks

Jo

My friend bought a ticket for a sold out festival through Viagogo. She paid immediately. She then bought other things (like a ticket for her son) through the main venue's website because these were still available. ONE DAY before we were due to leave for the festival Viagogo emailed to say they might not be able to access the ticket she had paid for. An hour later, another email saying they were still trying. Another hour later they said they would provide a refund but she could not have her ticket.
They are now saying that it will take 10 days to make the refund and that it is not even necessarily the full amount (she might not get the booking fee back). They also don't care about the money spent on now useless child tickets, and have made no attempts to find her an alternative ticket. (We had suggestions about perhaps offering her one of the 42 others they were offering on their site at the time, etc). She has spent money on transport and a new tent, all of which is now wasted.
I find it quite unbelievable that they are seemingly allowed to take your money, not return it for nearly two weeks, and offer tickets for sale that they don't even have in the first place. This holiday has now been utterly ruined for 6 people.
I am currently considering whether any legal action would be well advised. I don't know if anyone has had a similar experience with the company?

I purchased 5 Golden Circle tickets to the UAE Chris Rock concert for Friday, 05 January 2018 19:00, at the Dubai World Trade Centre for a total price of AED16, 364.58. The concert was postponed and never rescheduled. I have emailed Viagogo every month since, several times a month requesting my money be returned. They insist the concert has not been cancelled, but the webpage provided demonstrates that their is no concert scheduled. They have a link to sign up for a concert, if he decides to schedule one. This shows that there is no reschedule of the concert for the UAE area.

Although I have contacted them multiple times, I have never been told about a new concert and it has been almost a year. This demonstrates that there is no sign that the concert will be rescheduled.

I have attempted to file a better business bureau case against Viagogo. I feel that their action of taking my money and refusing to provide any credit for a new event or refund my money an act of fraud. I want my money to be returned.

2 tickets purchased with you on 29th June 2018, order number [protected].
I have sent numerous emails with no responses. The tickets have been charged higher then stated and also the seats that I have purchased don't exist.
The order in my account states my tickets are in Section -Trybuny Gorne, this does not exist.
My account said they where 386 per ticket, with fees a totalmof 1099 to be charged, i was charged 1120.
Please I have tried reselling but as I don't know where they are is very hard to do.

I vary rarely go to concerts and this is a once in 5 years event and you have not only triple charged me you have sold something that doesn't exist.

I will be seeking compensation as you cannot sell something that does not exist.

Thanks

Very disapointed, purchased tickets then week later logged into my account to be advised the money wasn't taken when there was enough funds to go and no real explanation why the money wasn't taken out, so that meant no tickets for me and my two friends ! A email would have been preferred so I could see straight away there was a issue ! I was lucky to go on to ticket tek and purchase them still ! Very unprofessional site will never use this site again and have advised my friends and family to avoid the site at all cost !

I have purchased a floor seating for the bts concert on May 25, Saturday with the price of around 36, 000 pesos, only to find out that the price inflated to 44, 000, with the delivering fee being around 9, 000 pesos. I have never come across a price so inflated before, and therefore when I wanted to cancel it, it has said there was no option in doing so. I would also like to know why the price turned from pesos to won at the last minute, and I demand a direct phone number to customer service so I can cancel this payment and get a refund. I mailed the customer service 2-3 times to a response that was quite dissatisfactory. I would appreciate it if I hear from you within a week. At this point this just looks like nothing but a scam... hopefully this is not the case.

I made a mistake while booking by accessing accidentally ViaGoGo's website, instead the Ticketek's one.
ViaGoGo HQs are based in Switzerland, their customer service I dealt with - UK
When opened the ViaGoGo website it looked like a Ticketek's website.
Being prompted by limited time to complete the purchase (timer), I rushed and did not realise from my mistake until the purchase was completed and my credit card charged showing amount in Euros (183.68) instead in AUS Dollars.

On 01/06/2018 I recived an email from ViaGoGo's Customer Service (UK) with two tickets to print. They showed somebody else's name as a purchaser, the purchase price was lower than one I paid and the sitting inferior - not what I expected and paid for.

I sent multiple emails to Viagogo's customer service and received confusing responses. A number of my inquires were not attended to.

In the last email dated 28/06, the customer service representative clarified that the ViaGoGo platform allows to resell tickets purchased by other people. But why the ViaGoGo does not match pricing and disregards equivalence while re-distributing tickets between sellers and purchasers? I still do not understand this.

Buying ticket through ViaGoGo costed me extra $110.30

If bought through Australian Ticketek, it would cost me $8.90.

As indicated, ViaGoGo fee for selling tickets cost me 62.3% of the total purchase.

I strongly believe that this fee is not fair.

I recently received 5 tickets for the above concert on behalf of my friend who used the viagogo website to purchase the tickets on our behalf. However the price on the ticket was £75 but we paid £180 each including the booking fee. I have never ever been charged such inflated prices for a concert ticket before and with the recent publicity about not purchasing tickets through this site due to a lack of fairness with ticket prices and not abiding by the rules like other sellers, we should be greatly compensated for these tickets please and pay the ticket price only and a minimum booking fee for all 5 tickets.

I hope you see this as being fair under the present circumstances.

I look forward to hearing from you.

Kind regards,

Sonya Harkness
[protected]

On Wed 21/6/18 I purchased in good faith 7 tickets to a Bon Jovi concert in Australia, Sydney. Since purchasing the tickets I have then received an email stating that I will not receive the tickets until 7 days prior. This is not satisfactory for a purchase over $3000, the security of receiving these tickets is not assured. I feel that I have been fraudulently charged, with no exchange of goods.

As part of a purchase you expect goods, I am not waiting till 7 days before an event for tickets while they have over $3000 of my money. I want a refund as they don't have tickets to the event, otherwise they would've emailed them through immediately. The whole experience since payment has me concerned. With every purchase through consumer law you are entitled to a refund. I want my transaction reversed as I haven't received any goods, therefore I am entitled to pull out of my purchase. All purchases should have a refund policy, I don't believe the business has upheld their part of the deal. If I had've been informed that I wouldn't receive the tickets then I wouldn't have proceeded with the purchase.

The information wasn't clearly put forward about no tickets being available. This is fraudulent by nature.

In good faith when buying tickets one believes there are actually tickets available. I am not waiting till seven days before the event to see whether I get tickets. I should've received tickets immediately.
The details of my account with Via gogo is

Name: Nikki Burdack
Order ID: [protected]
Event: Bon Jovi
Venue: ANZ Stadium (Stadium Australia)
Date: Saturday, 08 December 2018 19:00

I expect a reply and a refund ASAP, this is fraudulent practice.​
Since purchasing I have read online too many people who have been ripped off by this business. They don't deliver tickets and people have missed events.

I purchased 2 tickets for a Lionel Ritchie concert at a total cost of £ 273.93 and they have since arrived and the tickets show that their face value is only £45 per ticket. It looks like I have been charged £183.93 over the top. At no time when purchasing these tickets did they state that these prices were not the real prices of the tickets. Surely this is a mistake and I am due a refund of some sort?

In nov 2017 I paid for iron maiden tickets x 2 for letnany aitport in prague. No tickets were received electronically. I contacted viagogo to ask them to explain. Still no tickets, they stated that they will be released 5 days before event. I continued writing emails x 5, and now it is the day of the concert and still no tickets!

As the concert was fast approaching, I asked where the tickets were and I was told to relist the tickets for sale, even though I had not received them. I was reluctant to book accommodation in prague without having tickets in hand!

I was repeatedly told to download the e-tickets, but they were not provided to me!

I now expect a full refund with interest as no tickets were made available for us! For the event, and this is absolutely disgraceful
Client number.[protected]. Order number
Email [protected]@gmail.com. Order placed 11/23/2017. Paid
Iron maiden
2 tickets
Wednesday, june 20 2018 18:00
Letnany airport, prague, czech republic
Section: stojące
Order placed
11/23/2017
Order id
[protected]
Total price
Kč4, 801
View details
Contact customer support

I purchased Ed Sheeran tickets thinking I was purchasing them from a genuine ticket seller. Before the concert publicity in Britain came about indicating that Ed Sheeran was not validating tickets purchased using unauthorised ticket sellers such as viagogo. The publicity was for this artist and then later in the month for Rolling Stones playing Cardiff. I did not even realise that the tickets I was purchasing were resold to me at a much higher price than the original seller paid for them and this was unclear as was the fact that I was clearly being ripped off.

I contacted your website using the on line customer email address asking for a refund. In many and numerous emails sent I either got no response or a vague response indicating that no refund was possible and all I could do was to relist the tickets. To be honest if there was anyone on Britain by now who didn't know that these tickets were invalid they would have been living under a rock so relisting these tickets and giving my misery to someone else was not an option.

I tried numerous times with no joy. I even sent information from the Ed Sheeran website indicating that the tickets were invalid. I even at times appreciate I sent emails indicating that your customer service was very unhelpful and in fact shouldn't have customer and service in the title as there was no attempt to help anyone in your emails and getting a response was probably something to feel happy about, as from what I can understand from general information on the web getting a response from you is not guaranteed as I know only too well.

In each and every email I sent I had nothing back I even mentioned the ticket guarantee you have in your website saying this wasn't a guarantee at all as it clearly meant nothing.

What annoyed me the most and I appreciate that as a reseller of tickets this problem was not if your making but what is of your making is the unhelpful attitude from your staff, the lack of responses to me when I was clearly getting annoyed and the ignoring all the issues. The horrid situation could have been dealt with far better than I feel you have dealt with it. Had I had an immediate response saying you were looking into it and another one indicating you appreciated my dilemma and a refund I would have come away happy, been more inclined to use your website for further purchases when now I wouldn't use your website if it was the only option left to me in the whole world, I would rather go without.

I have subsequently gone back to my bank and will obviously continue to try and get something from you directly. I have been assured that unless I get entry into the event the seller isn't paid by you - well we all know I won't get entry into the event so how long do I have to go on about it? If the seller is not being paid by you and my tickets are not valid why can I not receive a refund? Why do I have to write lots of emails and complaints when all this when all it does it give you an even worse name for customer service as I tell everyone not to use you and I will never use you? This strategy is not beneficial for your ongoing growth strategies so why do it. Pay me back and the only person who suffers is the person who tried to rip me off by selling me something over priced wanting to make money easily.
Please respond to me.

hi there,

I purchased tickets through the website for 2 different Russia World Cup Matches of which 1 out of 2 Set arrived. I repeatedly queried where the tickets are and received empty promises of delivery right up to the very last hour which is when I was informed by the call agent that there are NO TICKETS. I booked the tickets IN April, paid for expensive flights and accommodation only to be informed at the very last minute that I flew to Kaliningrad fro nothing. this is the Order number [protected]...how do you just move on from such a major inconvenience by merely informing me that you will refund the tickets. What about the fact that my dad flew all the way from South Africa to Kaliningrad for nothing ? how did you not realise last week that there was an issue and find alternatives? your service is most appaling, its the first time I use your website and I will be an active contributor to all future reviews about what a SCAM you are

Please refund my invalid concert tickets for Ed Sheeran Wembley on June 15 2018 under section 2.15 of the Viagogo guarantee . Order placed 08/07/2017 order ID [protected] Mrs C Haseltine 22 Rosemead Benfleet SS74JQ. Please see attached invalid tickets. I have contacted Viagogo on several occasions regarding my concerns but was assured that the tickets would be valid, so as you can imagine the distress this has caused me, as this was a gift to my son & daughter in law.