"Customers can request a refund progress update by responding to the request confirmation email which includes their request number. I wish to book a group larger than ten tickets how do I do that? Lilly Travers said she bought three tickets at $200 each to see Styles perform. Ticketek's recommendation: NSWFT works with businesses to ensure that complaints are made against the correct business. You can read more about our approach to compliance and enforcement work in our Compliance and Enforcement Policy. Ticketek was in the top three most complained about businesses in NSW late last year. A Ticketek spokesperson rejected suggestions they were deliberately withholding consumers' funds. All rights reserved. Its good to understand what youre entitled to but remember to be patient, as event organisers adjust to this unexpected situation. It makes you sign up, there are poor instructions, it is not user friendly,it timed me out when I had selected and paid for the tickets. As it got closer to Christmas I started to worry, as they were to be presents. "Then I kept getting emails saying they didn't have evidence I purchased tickets," she said. For all Queensland and New South Wales matches please call 1300 364 001. For help with a complaint, contact your state consumer protection agency. Afterpay What is Google Pay? Refunds & Exchanges - Ticketek Australia My Ticketek Gift Vouchers Contact Us Ticketek Australia Refunds, Payments & Exchanges Refunds & Exchanges Refunds & Exchanges FollowNew articlesNew articles and comments Automatic Refunds My Ticketek Gift Vouchers Contact Anyone can make a report to the ACCC about a false or misleading claim. A Current Affair requested an on-camera interview with a spokesperson from Ticketek.Instead, the company sent a statement, demanding it be aired in full. Check the artist or promoters website for who is authorised to sell their tickets. What are Refundable Tickets? "Ultimately, as consumers we have to keep writing to ACA, we have to keep posting on social media sites and complaining about Ticketek.". Ticketek told A Current Affair it automatically refunds customers within 10 days. "Everybody who has requested a legitimate refund can rest assured that they will receive it as soon as we are able to process their request in full," they said. This is not an insurance policy. 2023 Ticketek Pty Ltd (ABN 92 010 129 110). A spokesperson for Ticketek said: "We can confirm that all of the customers named in the ABC's coverage requested to have their refunds paid to their bank account rather than the credit card they used, which takes more time, but that each of those customers was refunded within 20 business days of providing their bank account details.". I have attached a photocopy of my receipt as proof of purchase. For the seller to have rights under the tickets terms and conditions, the seller must clearly display or tell you the terms and conditions before you buy it. A copy of the letter requiring Jury Service. In addition to following the rules for all ticket sellers, ticket resellers must also ensure that consumers: Ticket resellers must clearly and continuously display the following information: The total price excludes delivery costs and can be worked out in many ways. To read more about Covid-19 please visit our dedicated page here. if it exceeds 18 months from the date originally booked to the conclusion of the transacted event. The Commerce Commission enforces certain consumer laws, including the Fair Trading Act. "Our teams are working around the clock with additional resources and technology to resolve outstanding refunds as quickly as they can," a spokesperson said. John is not able to get in to see the show and has lost his money. You also have the option of taking legal action. The website for Ticketek sends you to a website called "refundable" but then they tell you (too late ofcourse) that they can't help you and to go to Ticketek.So you go to Ticketek, then they take ages to do anything, only to forward your request to the theatre directly by which time it is past the time of the show and you can no longer get a refund. An incident number or report from the Police or relevant traffic authority. Appalling and hope that I never have to use ticketek ever again. If there was a Zero Id use thatDO NOT USE Ticketek Marketplace thinking they are reputable & honourable brand They take your money months before the event and then hold onto it until you complain to consumer affairs or mediaAppalling and illegal to not meet their 10d refund policy. 9, Report #1483756 . Reply. Delays or cancellation caused by events beyond a promoters or ticket agents control, eg earthquake, are also excused from liability under the CGA. We focus our work on issues that can result in widespread harm. For example, the terms and conditions could provide that the event organiser can change a performer line up in a festival. Subscribe to our daily newsletter. Our hours of operation are Monday to Sunday 9:00 AM - 5:00 PM. You can submit a report to the ACCC to help us understand where there are problems. Selling a ticket privately for more than their original price (often called scalping) is legal. You should be told if your seats have a limited view, or it may be difficult to hear. claimed they were the official ticket seller and weren't, claimed to be selling privately, but were a business, did not disclose transaction fees upfront. "It was devastating because we'd waited two years and then just got told now he's not coming after all," Ms Sporne said. "When we engage, we tend to see improvements in behaviour.". If the problem isnt fixed, there are other steps you can take. In 2017 we took action against ticket reseller Viagogo for misleading consumers when reselling tickets for live music and sports events. Tour annoucements, info and special offers! When can I expect some contact and attendance to my issue, Ref 1976165. Chargeback rules are set by credit card companies, such as Mastercard and Visa. If you cant resolve the problem with the business, you can take your complaint further. Find out how we combat fake reviews. Then I looked on Trustpilot at their reviews and really started to worry! I appled for a refund in Aug 2021, and they responded a month later saying it's done but I never got it. I hope I can make it this time," Ms Davison said. the authorised seller of tickets for the event. Attendance at business meetings and business travel. ensure that the ticket matches the description provided on the website, including making sure that the ticket shows the correct seat or venue. They need a better system and more staff it seems. The exception is Major Events, eg the Rugby World Cup. that they are purchasing from a secure website. Your credit or debit card could be charged in a different currency. 9am to 5pm Monday to Friday (except public holidays). While businesses are free to set their own prices, there has been some public concern about price increases on goods and services at this time. You can reach out to Ticketmaster's customer service team on Facebook ( @TicketmasterAU) and Twitter ( @Ticketmaster_AU ). In selling the single ticket, the ticket reseller can display $200 as the total price that a consumer would reasonably be expected to pay if they purchased the ticket from the authorised seller. Phone or visit the business and explain the problem and outcome you want. "They've sent me an email saying it's in my bank, I've contacted my bank and they say, 'No, they haven't,'" Heather said. They can provide you with information about your rights and options. The cabinet is not of acceptable quality and does not match the sample cabinet I was shown in store. How to make a claim(external link) Disputes Tribunal. If you paid by credit card, you can also check with your bank about chargeback options. Contact the event organiser to find out if you are entitled to a refund. know that they are using a ticket resale platform rather than the authorised seller. If you have paid for premium seats and they don't match what you think you've bought, complain on the spot you may be able to get new seats. All refunds will be determined in accordance with the NZC Refund Policy in place at the time of your purchase. Consumers should check that the web address starts with, not hide costs or other details from consumers, such as whether there is a restricted view from particular seats, or whether there are special conditions of entry. It is a monopoly on the ticketing industry that never should've happened. Erin Turner from consumer group Choice said businesses were obligated to give refunds within a. We may consider other Emergency Circumstances at our discretion. Would I ever get the tickets! Meanwhile, we are going to miss the event!Its time to stop using Covid as an excuse for complete lack of service or care. Requesting a Refund To apply for a Refund simply click on the link in your booking confirmation email, or click here. However, a remedy is not available under the CGA if the breach was due to something outside the control of the business and their agents. It told A Current Affair: "Everybody who has requested a legitimate refund can rest assured that they will receive it as soon as we are able to process their request in full.". If the credit card you used to purchase has . I'm out $991. Ticketek wanted the official government correspondence from my mate's dad, and that was just for 1 ticket to be refunded. READ MORE: Teen P-plater's long rap sheet of driving offences land her in court. Still waiting for my refund 6 months. Scammers may use fake ticketing websites or email scams to make false claims about the event, such as being part of a ticket lottery or competition. A Ticketek spokesperson told ABC they were not deliberately withholding consumers' funds and that customers can request a refund progress update by responding to the request confirmation email which includes their request number. Ticketek responded saying "there are unfortunately certain situations that do not fall under the scope of the guidelines" and requested more medical information in a specific format. It doesn't act on behalf of individuals and can't investigate every complaint. We/Us/Our We are the Booking agent with whom You made the Booking. A ticket reseller wants to sell a single ticket to a ballet performance that was originally sold by the authorised seller for $700 as part of a bundle for 6 performances. Chargebacks(external link) Banking Ombudsman. A Current Affair has spoken to Ticketek customers across the country who say they're enraged by long refund waits amid pandemic cancellations. We use dedicated people and clever technology to safeguard our platform. Surely there is an industry ombudsman or regulator we can all lodge complaints too.Dodgy!! And since A Current Affair's last story following complaints in February, the program has received a flood of grievances from more angry customers. Buying from resale sites can be risky and more expensive. There is a time limit on getting a chargeback. The following words or phrases have the meaning shown below wherever they appear in bold in this document. They rapidly charged my credit card, then didn't provide the tickets. Never miss a story! Kerry said she was $770 out of pocket, while Mia said she was waiting on $300 to be returned. Check our FAQs: http://bit.ly/2hMmgAy a front row seat), then the tickets must provide this. We actually bought 13 tickets for different family and friends and we also hired a minibus to take us there," Mrs Gillett said. Send them an inquiry many times and they are not answering! "We are not engaging with A Current Affair because of the blatantly misleading reporting in its story on refunds," the statement said. Thank you No response to multiple follow ups, and upon trying to call them on 132 849 it's just a voice recording that doesnt go anywhere. They are sometimes called 'consumer affairs' or 'fair trading' agencies. Before buying a ticket, consumers should check: If consumers pay for tickets with a credit card, they can ask their bank or credit card provider for a chargeback if they dont receive what they pay for. Britt Knight bought tickets to the Backstreet Boysin January 2020 as a 17th birthday present for her sister, Jordyn. Absolutely appealing customer service!!!!! To apply for a Refund You must complete the Refund Application Form here as soon as You know You cannot Attend the Booking, and up to 60 days after the Booking. Management is a shocker. Your business model is pathetic and now you have lost thousands of customers.I will never recommend Ticketek I will never use your service ever again.. 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We have to use them to buy tickets to sporting events regularly and pay a large processing fee (ie $6.85 on a $15 ticket!) "I gave them all my new bank details, so it's not to do with the card," she said. If not, you can ask for a refund. You can post or email the complaint letter to the business. Specific reasons where refunds will not be provided: We do not refund for non-Attendance of a Booking directly or indirectly associated with: Definitions See refund policy for the Dream 11 Super Smash. 2023 Trustpilot A/S. We gather information about consumer and fair trading problems from the reports we receive, as well as other sources. "Last year the industry ground to a halt. She desperately wants her money back after waiting five months. There is no customer service centre you can call, just an automated voice call telling you to email. Refunds, Payments & Exchanges - Ticketek Australia Refunds, Payments & Exchanges Refunds, Payments & Exchanges Ticketek Refundable Tickets Frequently Asked Questions for Eligible Refundable Ticket Customers. If there is a financial failure of any Transport provider. Ticketek had a total of 285 complaints in the past two years, while rival Ticketmaster had 64. Their customer service to follow up and right the problems is poor. Companies can ask for reviews via automatic invitations. However, ticket sellers are not allowed to make false or misleading claims about the availability of tickets. Safe, Fast and Verified Ticketek is a breath of fresh air who put their customers first. Allow me to pay for tickets and eventually send mobile tickets that can't be accessed. Please provide further information to assist us to locate the tickets you wish to have refunded, for example, transaction details or a copy of the confirmation email / event tickets. They have shown no human interaction or intent to refund the tickets I could not refund when I attempted to before the shows.I NEVER received my one (1) ticket for 21 April 2022 (originally for 28 Oct 2021), nor did I get a refund or any other information on what happened to my purchased ticket for that night. I have been trying to get hold of ticketek to request a simple date change for about 2 months now! Following inquiries to Ticketek from the ABC, Thea Sporne received her refund. I booked some Elton John tickets but didn't receive the pdfs in the original email confirming the purchase. She warns other event goers to avoid Viagogo at all costs. Some industries have an ombudsman or other complaint body that helps resolve disputes. Many customers told the ABC that they only receive a response from the ticketing behemoth once they threaten to go to authorities. 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