A reader’s dispute with ticket reseller Viagogo has left them out of pocket for over a year, following the postponement of a concert due to the lead singer’s denied entry into the UK. The Money blog investigates the case.
Our reader, who wishes to remain anonymous, purchased two tickets for a £300 concert through Viagogo, the online ticket marketplace. However, the event was postponed after the lead singer of the band was denied entry into the United Kingdom.
Despite the concert’s postponement, Viagogo refused to provide a refund to the reader. “I’ve been trying to get a refund from Viagogo for over a year now, but they keep fobbing me off,” the reader told The Money blog. “It’s been incredibly frustrating and I’m now out of pocket for a gig that never even happened.”
Viagogo, a Swiss-based company, has faced significant criticism in the past for its opaque pricing structures and failure to provide refunds to customers when events are cancelled or postponed. The company has also been accused of enabling the resale of tickets at vastly inflated prices, often pricing out genuine fans.
In this case, the reader’s experience appears to be yet another example of Viagogo’s questionable business practices. “Viagogo’s response has been completely unsatisfactory,” said our reader. “They’ve simply ignored my requests for a refund, and I’m at a loss as to what to do next.”
The Money blog reached out to Viagogo for comment, but the company did not respond to our requests. This is not the first time Viagogo has faced criticism for its handling of customer complaints and refund requests.
Experts advise consumers to exercise caution when purchasing tickets through secondary marketplaces like Viagogo, as the terms and conditions can be complex and the risk of encountering issues is often higher than buying directly from the event organiser or authorised ticket sellers.
“Customers should be aware of the potential pitfalls of using ticket resale sites,” said consumer rights advocate, Sarah Pennells. “While they may offer access to in-demand events, the lack of consumer protections can leave buyers vulnerable to disappointment and financial loss.”
In this case, our reader is left with little recourse, having been caught in the crosshairs of Viagogo’s opaque policies and unresponsive customer service. The situation serves as a cautionary tale for concertgoers and a reminder of the importance of thoroughly researching ticket vendors before making a purchase.
