Viagogo
Reviews and Complaints

Me and my friend sold two tickets to the Europa League [protected] Final through Viagogo. UPS arrived and transfered the tickets to the buyers in the Netherlands. We recieved a message that we'll get our money about a week after the final, when Viagogo is sure that the buyers have gotten in to the game. They sat right next to us at the match, and after the game we recieved an e-mail stating that our money should be on the way to us. The money involved is pretty substantial, as they were bought from us for 1100 euros. The game was 24.5. so the 3-month limit of the event "closing" is arriving fast. After trying for weeks I've not been able to contact ANY person, only robots which direct me to their web page that only provides answers for ready questions (FAQ). I'm growing more desperate every day and I'm running out of ideas.

-Topias Latva, Finland

Hi there - order number [protected] - bought three tickets for Ed Sheeran and was over charged. The website was very misleading, which made me angry when I noticed the amount I was charged. The original price for the tickets wasn't quoted on your website, which was very misleading and then there was hidden charges. I have notified my bank and would like a full refund.

Paul S

Hi, my name is Ernesto Zenteno Pineda

I purchase a tomorrowland ticket on Viagogo, I don´t know why they cancelled my tomorrowland bracelet, everything was perfect, but I couldn´t registered, that same afternoon the person that sold me the bracelet told me that they cancelled the sale, and I wasn´t even told.

My bracelet code is 8495
ID: 2D0039019C0

Tickets purchased for coldplay (Paris, 18th July, Stade de France) on 15th July. Was told "Your e-tickets will be available for download no later than three days before the event. We'll notify you as soon as your tickets are ready for download".

On 16th July received email "We are contacting you regarding your order [protected] for Coldplay on 18 July 2017, 17:00. Your tickets are ready to download." Ticket was accessed to make sure it was ready and it was.

Travelled to Paris from London on 18th July. When checked in to hotel, tried to view ticket again but this time was told Via the website "Oops! There seems to be an issue with this order. No need to worry, though. We’re looking into it and we’ll let you know if we need any additional information."

Tired customer support but no answers available so form filled in and waited for email. At time 17:17 (concert started at 17:00), email received to say "Please call us on [protected] (UK) or +[protected] (outside UK), Mon-Fri 9am - 8pm, Sat-Sun 10am – 7pm (GMT) at your earliest convenience."

Phone call made, after holding 10 minutes was told that the seller was not able to provide the tickets, even though I had viewed the, a day previous. No other tickets available, a small apology and refund offered. Flights/hotel/time waisted. How was I able to see the tickets yesterday? Had I printed it, I wouldn't have checked me email and perhaps the ticket would have worked? The seller can't just change their mind? Something is morally and I'm assuming legally wrong here.

Hi,

Order number: 8134521

I purchased 4 tickets to the BBC proms in November last year. At the time of booking I was not aware of how much the tickets usually cost and thought that as it was quite an 'exclusive' event that the prices advertised were correct. As these were for a special occasion I paid the money despite thinking they were expensive.

On receiving my tickets last week I was shocked to see them priced at just £15.50 each which would of totalled £62.00, instead I paid £117.92 per ticket totalling £471.68 plus a booking fee of £134, £26.80 in tax and a £10.36 delivery fee. In total I paid £642.84 for tickets which should of cost less than £100!

I received a refund of £5.13 for the delivery and was told to download the tickets and print them myself which meant I still paid £5.23 for delivery on tickets which I had to print myself.

The overall difference in cost of the tickets was a disgusting 150%!

If I had known that the ticket prices were £15.50 I would have not have paid such an extortionate amount for these resale tickets.

Dear Sir/Madam

I wish to lodge a formal complaint against Viagogo for fraudulent charges on my credit card. On 8th of July, I purchased 5 tickets for an Ed Sheeran concert for the price of £100 each, which although was a bit more expensive than Ticketmaster, I was happy to proceed on that basis. I attach a screenshot of a WhatsApp conversation which confirms (my text in green) that I had gotten the tickets for £100 form Viagogo that morning.

On 10th of July I found out to my horror that €3, 851.00 had been debited form the account used to book the tickets. I committed to buy the 5 tickets at total price of £500 and no point was alerted to these exorbitant charges. Viagogo's customer service representative stated that the tickets were £500 each which is a blatant lie. I have since gone onto Viagogo's site and the tickets are on sale for €154.91. In order to test out Viagogo's website I committed to buy a ticket, went through the entire transaction process and was at no point was altered to any additional charges. How Viagogo is operating amounts to mis-selling and fraud.

I also was not aware that Viagogo was a secondary ticket website until after the above took place. It has therefore come to light that Viagogo has also failed to:- (1) inform me of the fact that Viagogo may not be the actual seller and, if that transpires to be the case here, (2) provide me with the true seller's identity and geographic address prior to the above mentioned purchase being completed.
It therefore appears that Viagogo have breached the Consumer Rights Act 2015, Consumer Protection from Unfair Trading Regulations 2008, and The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The Competition and Markets Authority and the law generally clearly state that companies such as Viagogo should provide correct, complete and transparent information before a purchase is made. Businesses that do not provide the aforementioned information could be in breach of consumer protection law.

I have requested a full refund from Viagogo but I am going around in circles with their customer services representatives and it's impossible to get to speak to anyone. I am hoping that by contacting the Complaints Board I might have some hope of getting this resolved.

Dear Sir/Madame,

By the way of introduction my name is Arzu Hajiyeva and i bought 2 tickets on Cold Play concert. I was purchased 251 euro for both tickets, but today i noticed that price of ticket is 67.5 euro and total price for 2 tickets is approximately 2 times cheaper than price purchased.

Could you please kindly advise why the difference is so big? Thank you!

Order ID: [protected]

Event: Coldplay
Ticket(s): Section Catégorie 3, Row, (2 Ticket(s))
Listing Note(s): Limited or restricted view
Venue: Stade de France
Date: 18 July 2017, 17:00

Order ID: [protected]

I am absolutely horrified at your online order process. I selected the tickets I wanted but then you ask for payment details before you disclose the full price including admin fees. At the point where you showed me the total order price I tried to cancel. An automated survey even came up asking me why I was cancelling to which i clicked that you had added exorbitant fees. I then go into my emails and see you have still put through the order and after speaking to my bank know you are trying to charge me for them. I ABSOLUTELY did not order these tickets. I did not authorise an order of over £115 and told you that the second the full price came up. You are attempting to defraud me and I am confident that the small claims court would agree. I think the best outcome for all is for you to cancel this order and stop trying to take money from my account without my permission to do so. I fully expect confirmation of the cancellation of this order within 48 hours. I did not authorise this order. I put in my card details based on a price not including the admin fees which you did not disclose until after you had received my bank details. I do not want these tickets. I do not agree to paying for them and never did.

I unequivocally did not place this order. Had you honestly listed your fees before asking for payment details I could have withdrawn the order then but you did not. This is not an acceptable way to do business and I believe you are attempting to defraud me. It seems this is common practice for your business and completely unacceptable.

My contact email is [protected]@hotmail.com. Please let me know when you have cancelled this order.

Booking reference: [protected],

I am writing to you to raise an issue about Ticket Sales at Viagogo.com on July 10th, 2017.

Unfoirtunately, i have to escalate to you as customer services and greatly let me down on this occasion

I listed 2 ad Sheeran tickets on Viagogo. They sold immediately but when i was asked to confirm them within 48 hours the email advised that if the buyer doesn't gain entry to the event then i wont be paid. so i asked the very simple question through the support centre that as the ticket are in my name and it clearly says only the named individual on the ticket will be allowed entry would i still get paid if the buyer doesnt get in? i recieved a very generic response from the support centre and no one despite me emailing back 10 times responded to my question. also due to viagogos impossible phone system i couldnt get through to anyone to ask the question on the phone. Finally days later viagogo emails me and says as i have not confirmed the sale, they will cancel and have charged me £40!.

I would like the Fees to be removed and for me to get an answer to my question - to this date Viagogo still has not confirmed 100% if i would be paid

I look forward to a prompt response.

Yours faithfully
Amit Patel

I purchased two tickets off of the viagogo website in December as a Christmas present for my girlfriend at rip off prices. I assumed in good faith that anything I purchased on the website would be legitimate. We found that when we arrived at Stade De France after travelling from Ireland specifically to see the concert, that the tickets were fake. The tickets came to a total of €360 euro. The ticket had somebody else's name on it and had been allocated to seats that had already been taken by legitimate ticket holders. It was embarrassing, it ruined the holiday and I am absolutely livid. I want my money back.

On July 14 I purchased the ticket to Guns N Roses performance at the park Hayarkon by 1499.88 NIS. My order # [protected]
At the date of the venue July 15 I was not able to enter because the ticket which I downloaded from your site was a fake. While being at the gate of the venue I sent an urgent msg to your customer service but got no help or assistance from your side. I wasted my time and money, and it's not to talk about my great disappointment by the fact that your site sold me a fake ticket for the venue I wanted so much to be at. It is your responsibility that I was defrauded by somebody inside your site and I want a full refund and compensation.

Saturday 15th July 2017.
I had purchased tickets to a boxing fight in Wembley in May. I received an email around 6 weeks before the event with the tickets available for download.

On Tuesday 11th July we received an email telling us that the incorrect tickets had been sent to us! I contacted Viagogo in regards to this and to be fair this was resolved by the next day. We decided that we would sell our tickets due to a family issue. We put the tickets back up for sale on Viagogo and on Saturday we were told that the tickets had sold, however about 2 minutes before the fight was due to start we were then told that actually our tickets did not sell. We had refused other individuals the tickets as we had been advised that they were sold! Therefore we have now lost almost £370.00! We tried to contact Viagogo in regards to this and there is no option to speak to anyone! The customer service is appalling and I do not understand why there is no option to speak to someone.

Terrible company, terrible sight, overcharged with lack of customer care!

I bought a ticket to Tomorrowland which turned out to be fraudulent. Viagogo said they would refund the money to my original account. I immediately responded saying that the orginal account that I used has been closed (after moving to the Netherlands) but received no further customer service on the matter. Now I am trying to get hold of them, but when I click on that event I get the following message, "Sorry! Either the event took place more than 3 months ago or the order was not processed – support on this order is no longer possible."
Absolute lack of support, and I am owed 300 Australian Dollars.

Viagogo have sold me 4No. tickets for Edinburgh Tatoo on 4th August 2017 which I have been informed in writing by The Edinburgh Tatoo will be invalid as having been sold by a secondary website in contravention of their terms and conditions. The purchase was given the Order ID 9338729.

I have already complained to Viagogo regarding the fees charged for this purchase, and having received a useless reply on 8th May 2017 I put them up for sale on the Viagogo website (prior to my knowledge regarding their invalid status). The sale was confirmed by Viagogo on 14th June 2017 (order [protected]) and the re-direction of their delivery to the new purchaser was advised on 19th June 2017.

I was then advised on 4th July 2017 that the sale had been cancelled by your security team and referred to terms and conditions with a link which does not work - I have not seen the referred conditions. There was no mention in the email regarding what has happened to my money. I called the number provided in the email from Viagogo only to be told that no telephone support could be provided. I then tried the Help Center, which also advised no support could be provided. I then called The Edinburgh Tatoo who advised me that the tickets are invalid as described above, and that I should demand my money back.

I hereby request that you return all my money immediately. I shall be contacting my credit card company to request the same.

My experience with Viagogo has been nothing but negative to date. To add to the confusion I have just received an email from Viagogo stating the tickets have been detached to me - at an address in America!

Irrespective of where the tickets land - they are invalid and I want my money back.

Regards

Bryan Smith

HI
Can you please help. my wife bought us two tickets from you on the 1st of October 2016. At a cost of £286. The open is one week away I have booked time off work and hotel but I do not have the tickets.
Can you please let me know what has happened to them and why we do not have them. These where paid for on the 1st of October 2017. You have had payment for 9 months.
My address and contact number is.
29 Elder Drive Upton Pontefract. WF9 1NX.
My contact is [protected]

I put thee tickets on sale on my account for Mrs Browns Boys Newcastle 22nd June 2017 For £163.68
They sold got email to confirm I had the tickets and had to be sent to buyer by 15th June. I did not have the tickets to send to buyer so phoned customer service on the 15th June to inform them and asked what to do.
I received email regarding I don not need to do anything and the tickets would be sent straight to buyer, and my account would be re set. I did not think any thing of it and thought I would still receive my money. On my account their is no indication I sold the tickets and only details of bought them.
It has been almost a month since the show and still no money in my account.

Dear Christine,

We are contacting you regarding your order [protected] for Good Mourning Mrs Brown on 22 June 2017.

this was email sent to me
We have redirected the tickets to the buyer of your sale [protected], so the seller of your purchase will send the tickets directly to the buyer of your sale. Please note that this means you will not receive tickets for your order 9643461.

You may continue to receive automated emails regarding your sale. However, as we have noted that the ticket(s) will be delivered to your buyer on your purchase, you may disregard any emails you receive from viagogo containing the order number [protected].

Should any issues with this delivery arise, we will contact you immediately.

Kind Regards,
Saoirse
This is details of my sale

Order ID: [protected]
 
Delivery Method:
UPS (Express Saver) - United Kingdom Domestic
Ticket(s):
Section 215, Row l, (3 Ticket(s))
Event:
Good Mourning Mrs Brown
Listing Note(s):

Venue:
Metro Radio Arena
Date:
22 June 2017, 18:00
Must Ship by Date:
15 June 2017, 22:59
Total Proceeds
Number of Tickets:
3
Price per Ticket:
£54.56
Shipping Refund:
£0.00
Total Proceeds:
£163.68

I have been trying to resolve an issue. I was charged for a sale as outlined below. I placed 4 tickets for sale and the I.d. was TID [protected]. Someone purchased 2 tickets but when I tried to proceed with the sale the website kept going back to the home page. To resolve my problem I placed the same tickets for sale again. The same buyer purchased 2 tickets under a new i.d. [protected] and I was able to proceed and post the tickets. The remaining 2 tickets did not sell. Although Viagogo paid me for the 2 tickets which sold (less Commission) Viagogo charged me A$207.20 for the tickets that did not sell. I don't know why.

Please find a response from Viagogo below.

Dear Lou,
Thank you for contacting us.

We can confirm that :
-You was paid for TID [protected] A$412.50 on 27/05/2017 Australian Bank Transfer: Qudos ******42
-And charged for TID [protected] A$207.2000 because you had deleted the sale by clicking on "report a problem" on 13/05/2017

Kind Regards,
Valentina

You didn't say final price until after the you had took my card details - the process was £158. then at the end you said £218 - this is blatant theft

Then and only after I had purchased it - it said collect by 11.30 in west london and its not 9.30 and we cannot get to west london

So ive lost the money - its abolsute theft and I am making a police complaint and a complaint to my MP

Bought tickets to Rag and Bone only to be given a charge of £50 extra then expected. This was not explained until I went through to the payment screen. Fraudulent will be contacting retail ombudsman. Order No: [protected]. This is a fraud, and I will be contacting solicitors, the press and complaining on all social media websites to let everybody know how much of a fraud Viagogo is.

Hi
We purchased tickets for a Bryan Adams concert and paid a total of £233.51 from Viagogo The tickets were ~£42ea. Leaving a handling charge of £150.
After we purchased the tickets, during a car journey, we received the tickets and receipt and quite frankly absolutely astounded. Then we saw all the negative press viagogo have received.
Regards
Colin Wilding
Astounded by your ethics