Ticketmaster has created a niche for itself being the dominant ticket distribution company for sporting events and live entertainment. Based out of California, Ticketmaster Entertainment Inc was founded by Albert Leffler, Peter Gadwa and Jerry Nelson in 1976. They have been in the business for almost 45 years now. The company has been the go-to place for artists, managers and event organisers worldwide. In 2010 it was merged with Live Nation and the brand has run as its subsidiary ever since. All the operations of Ticketmaster are now dealt with digitally. From booking tickets to managing them, reselling them and listing events, all are carried out online. The major revenue of course comes from tickets sold on the website. Ticketmaster offers various channels of communication to render customer support services. Though they do a great job at it, being a fully digital platform, there can be challenges and issues on the user front. To make it easy for you, here are some options to ease your experience on Ticketmaster.
Buying tickets
Buying tickets on Ticketmaster is a fairly easy process which involves three basic steps. Browsing the shows/live events, paying for the same on the platform and obtaining tickets virtually or getting them delivered at your doorstep. You can browse for presale offers on the website to save some money as well. They accept a wide range of payment options like PayPal, credit or debit cards, Venmo, among others. The purchase happens through a secure payment gateway offering safe transactions as well.
Cancelling a ticket
Ticketmaster’s orders are often non-refundable but in few cases they offer full refunds with the order. For instance, if the show gets rescheduled then the users would have the option to modify an order and retrieve a full refund. In cases where the show or live event is cancelled completely then Ticketmaster works with the organisers to issue full refund. Users get updates on their account and also via email after the booking.
Manual ticket cancellation can be managed from the user’s account in the Profile tab situated on the homepage. Simply log in to your account, go to your profile and open your orders page. You can then see the bookings that you have paid for under this tab with upcoming dates shown. Select the particular booking you want to modify and click on ‘need help with this order’. Make sure to check the terms and conditions of the ticket insurance before you proceed to seamlessly deal with your cancellation.
Reaching out to customer support
The ideal way to reach out to customer care is through the ‘my account’ option. When you place an order or book a ticket, all the issues concerning the upcoming order can be dealt with from this tab. The support option is fairly easy to use as well. Simply select the order you have doubts about and use the contact option to reach out to the support team. If you do not have a booking at all, you can contact support directly from the website as well.
- Fan support – The service was designed to assist users with a wide range of issues. The initial interaction begins with FAQs but moves on to personal interaction once the issue is escalated. Cancellation on the grounds of rescheduling of an event or null void of a ticket booking can be done through this medium. Users also get to choose their modes of reimbursement if the event is fully cancelled. The insurance options can also be exercised during this step. Ticketmaster offers resolution within 5 working days.
- Telephone & live chat – Ticketmaster offers phone support to speak to a customer service representative. The service is available throughout the week. They are available at 1-800-653-8000, 1-800-745-3000 (sales) and express contact at 1-866-448-7849. You also have the option to chat with an agent live for existing orders. Chat support is available Monday to Sunday, 9am to 9pm.
- Social media – Another effective way of contacting Ticketmaster’s support is through their social media handles. They are proactive on Facebook as well as Twitter. Their Twitter handle is the most efficient as the tweets are replied within a few minutes of posting if it concerns your orders. Simply tweet your issue along with details of your order and tag them. They would respond to it or reach out through direct messages (DM). You can also reach out through their Instagram handle and share your experience.
Apart from these support options for booking or cancellation, here are some useful pointers to note. The purchase policy is an important piece of information that you should be properly aware of. Cancellation on the platform comes with a number of conditions attached to it. The sales being final on the website, it will be sometimes tricky to get a refund for orders you have cancelled. In cases where there is no refund mentioned, you can still try to go through your online account and ‘request a refund’ at the contact option. You might get a refund if you have a valid explanation.
Ticketmaster has revamped the way event booking and ticket reselling is done. The entire procedure is not airtight but the customer support makes up for all the loopholes associated with it. This is a reason they are growing exponentially and has become a favourite for event organisers.
Service is terrible. Phone-in doesn’t work. Online chat is an unending loop. Bought 3 pairs of tix through Ticketmaster app. 2 pairs showed up in the app. All pairs hit my credit card statement. I’m getting no support on the missing pair. Ticketmaster endlessly tells me to go the seller for remedy. But Ticketmaster is the seller. Even my credit card statement says so.
Customer service does not exist. I purchased 2 tickets for a date night. The seats were not together as shown on the diagram. They were separated by an aisle. I tried to contact customer service. It does not exist. I will not purchase through Ticketmaster again.
My friend & I got ticket for a concert. Before payment when we reviewed everything, they asked if we want to protect our purchase and mentioned ” recommended” when we clicked on that option, no change happened in payment amount, so we thought it is a free option. Then we went to the next page for Paymate and paid the amount and got this notification “the insurance of your purchase will be charged separately”!!!! why do you try to deceive people and not to disclose reality? You make money through so many ways – processing fee, service fee and now protection fee!! I am disappointed.
Been waiting for over 2 months for a refund of £200 for tickets. Made numerous complaints and requested contact via the online support and not even getting a response now. Not been able to get to actually speak to anyone to try and resolve. Seeking advise of the official complaints body that may be able to assist
I’m extremely unsatisfied with Ticketmaster’s handling of my request for a refund of a canceled and then rescheduled (rescheduled approximately one year from the original event) of Paw Patrol Live. I purchased the ticket mid August for A show a few weeks later. Two weeks after purchasing, the event was cancelled with no refund option at the time and no estimated date to be rescheduled. After waiting to hear from Ticketmaster, I reached out an request a refunded multiple times and was advised to contact the event organizer. I reached out to the event organizer several times only to be completely ignored. February 2022 Ticketmaster released the rescheduled date of late august 2022. I did not read the email entirely when I first received it. The subject line said your event had been rescheduled and that’s it. March 2022 I read the email and it’s entirely and noticed the event organizer had allowed refunds for 30 days only. However, this option was embedded at the very bottom of the email. I have contacted Ticketmaster over and over again since March and they continue to ignore my request and respond with generic answers. I find it extremely deceptive to not honor a request for a refund in this scenario. I requested the refund before the event was rescheduled, I reached out to the event organizer and was completely ignored, the refund option is placed in Manner to prevent customers from requesting a refund and the event organizer did offer refunds so I’m not even asking for them to honor something that wasn’t available. I think this is extremely poor customer service.
Need answer on why I did not receive my VIP package for Elton John concert April 12,2022. I have emailed many many times with no answer. Can’t get ahold of anyone to speak with extremely frustrated and disappointed.
I purchased tickets back in February to go to the NCAA Men’s basketball tournament in Philadelphia on 3/25 (2 days from now). I still cannot access my tickets. Ticketmaster apparently has no way for me to talk to someone live on the phone or via chat to help resolve the issue. You have to send an email. I have sent a few. I received one response saying my tickets were available. Of course they were not. Since then I have sent additional emails and no one has replied for over days now. So much for customer service I guess.
Since Ticketmaster has been non-responsive it looks like I will have to miss the tournament and fight to get my money back ($1000+) It is just amazing that they have a business dealing with the public and the only way way to reach customer support is email – and they do not respond to email for days at a time????
So tomorrow I will call my credit card company to start the fight to get my money back. I have all the emails and screen shots showing it says tickets are available but they are not. It is sad we have to miss the games and deal with this nonsense but I have learned a lesson which I will share to try to warn others.
Does anyone know how to make a claim of Ticketmaster’s wrongful activity? I purchased tickets to an event through Ticketmaster and after a week from purchase the event was canceled. They stated it would be up to 30 days to receive my refund. First of all, it does not take 30 days to refund back the same credit card, so I suspect they are making money on everyone’s refund for those 30 days (aka the float). And secondly, it’s been a month and I still have no refund on my card for the canceled event, their 800 number doesn’t let you speak to a person because after some lame messaging the auto answering system hangs up on you. Finally, the email that I was finally able to send came back with a generic reply that does not give me any additional information about where my refund is and how to escalate the issue.
I wanted to purchase willie nelson tickets in May in Franklin, TN. I do not own a cell phone. With Ticketmaster (which is the only option to buy tickets), you have to have a cell phone to get a security code to log in. (this is something new since I have used it. It may have been in place for a while but I don’t go to that many concerts). After searching for some time, I finally found a way to contact Ticketmaster. You cannot call them on the phone; they don’t answer. You cannot email them directly. There is no email supplied. The website says they will contact you in 24-48 hours. They didn’t.
Then I asked a friend to let me put her cell number in to get the security code so I could log in to buy tickets. It worked and I got two tickets. The tickets were only 39.50 each but I had to pay 17.90 per ticket as a “service Fee”. I question what this fee is for since Ticketmaster has no service. I had the tickets but no way to access them. The friend’s cell phone was not technologically able to show the tickets and there was no option offered to print to mail the tickets. I sent another contact form to Ticketmaster and am waiting. I got some emails last night that kept sending me information on the website to answer my question (but it didn’t help me). I have spent a lot of time trying to buy tickets and I will not be doing that again with Ticketmaster.
Purchased Garth Brooks tickets in 2021 when they were released. On Friday 11th Feb 2022 i noticed Ticketmaster had refunded my account. Checked my Ticketmaster account and it said the four tickets had been cancelled. I never requested them to be cancelled or refund. I have emailed them every day since and either get they will revert in three working days, they are escalating my issue or when they do reply they are dodging the original questions. It is now a week later and I am no better off. Four tickets to Garth Brooks are gone and my holiday for 2022 is also gone by the looks of it.
I bought tickets to a Pitt basketball game for 12/28/2021 as a Christmas gift for my grandson and never received a confirmation or the tickets. When we showed up at “will call” there were no tickets. The original amount to Ticketmaster was $282. To avoid disappointing my grandson, I paid an additional $240 at the window for more tickets. Ticketmaster is quick to take your money, however they cannot be reached by phone nor will they respond to email or an inquiry sent to Fan Support if there is a problem. I had to file a fraud complaint with my bank. If you need tickets for an event I would advise that you avoid Ticketmaster.
I bought two tickets to Justin Bieber but unfortunately I put the wrong email in. Therefore I never received a confirmation email when I complained you said you couldn’t trace the order but refused to give me my money back so I went to aqua card the money was refunded on 1 Dec and was done with! Imagine my disgust when I received an ema today over a month on reversing the refund which means you have taken £175 of me as I have neither the money nor the tickets.
I am very disappointed with this company. First of all it is very hard to get a hold of a real person to speak with. Secondly, if you have an issue they send an email that has been pre-written iand very generic. They keep sending the same email over and over again without actually answering the specific questions. Last year we were supposed to see a concert that got canceled due to COVID-19. We still have yet to see a refund from that event. Now they are telling us that we have to be vaccinated to get into an event in February. They told us they will not refund us for our tickets. How can they keep our money and deny us access to our seats? It is very wrong. We’re gonna continue to fight this.
I am having the same problem resolving reimbursement or credit for a Foo Fighters concert last year. I hope to post a positive conclusion soon.
Ticketmaster’s “easy” process is a complete disaster. They encourage you to get mobile tickets and then if your plans change, provide no off ramp and no ability to print tickets so I can give them to someone else. They state some cute marketing “your phone is your ticket” except they don’t tell you you can never make a change. I have $1500 of Hamilton tickets I want to get to some kids who otherwise could not go but thanks to Ticketmaster that may not happen.
I called their helpline last night and was promised that in ten minutes a supervisor would email them to me. What a joke. Now this morning after not getting any emails, I get onto the call line to talk to, God forgive, an actual human being and then they traffic me off the phone.
Bought “4” tickets for an event coming in 2022 4 weeks ago, got the insurance with it. Got home and seen 2 emails from the insurance, could not understand why, looked at my credit card and they (Ticketmaster) charged my CC for “8” tickets!!!! I contacted Ticketmaster via email (because they must mess up so often, that they will not let you get through via phone), the customer service man DID cancel the order for 4 of the tickets (unfortunately, it was the seats I wanted, but I figured , I still have tickets) he told me that I should have my refund “as soon as the event organizer releases the money”//WTF kind of BULLSHIT answer is THAT!!! 2 weeks went by and now I have NO EXTRA TICKETS AND NO MONEY back on my CC//sent another email, this lady told me refunds are processed in 10 to 14 business day, “just like any other credit card”, my response to her was ” It did not take you “10 to 14 days to hit my CC” AND in the year “2021” you totally should not have to wait 10 to 14days!
So AGAIN I have my 4 seats (which I’m thankful for), but I STILL do not have MY MONEY BACK!!! I honestly think it would have been better for me to keep “Their MISTAKE” and just sell the tickets on my own, I would have gotten my money back in 10-14 MINUTES!!! It’s Christmas time and they are playing games!!
I wanted three tickets to the Radio City Music Hall Christmas Spectacular on Christmas Eve. One of the three needed to be wheelchair accessible seat for my paraplegic daughter. The only available seat for her that we could get close to seats for my wife and I was identified, but the website wouldn’t let me complete the transaction. I kept getting an error message.
I finally tried adding an additional handicapped seat adjacent to the seat I checked for my daughter, just to see if that would allow the transaction to proceed. If it did, I figured I could either delete it in ‘my cart’ or simply call Disabled Services the following day (this was being done on a Sunday and there was no one to reach by phone) for a credit. So I completed the transaction.
I called the next day and couldn’t reach a soul. Even left a message on their ‘callback’ system. No callback. Not even days later. So, I emailed Fan Support (there’s a misnomer!) at Ticketmaster. All I have gotten back so far are machine-written “your request for refund has been denied by the client” responses.
This isn’t right! Their system was the problem. I can’t even get an explanation as to why this occurred. Totally irresponsible, bordering on discrimination and fraud. Do people in wheelchairs need to buy two tickets/seats to see a performance?
I intend to keep on trying to reach a reasonable outcome. Wish me luck or send me suggestions on how to turn-up the pressure!
I have documentation showing that I have presale ticket code from Berks Jazz I have tried to purchase Boney James tickets , specifically the 2 tickets Right Center row C on aisle since Saturday morning. I have tried once an hour around the clock and I am being denied. I can purchase any other tickets for this concert except those. Why am I being shut out ? I have purchased tickets for this event every year.
I was on at 10 am to buy Morgan Wallen tickets. There were only 40 people ahead of me in que. and the prices were astronomically overpriced!!!!!! I have the email with what the prices should have been at original price. Ticketmaster should NOT allow people to resell their tickets at overpriced rates the first day they go on sell!!!! I wanted two tickets for my teenage daughter to surprise her for Christmas. But with the prices they had, I wasn’t able to. Disappointed in Ticketmaster.
I bought tickets to a concert well over a year ago. The talent cancelled last month. Here it is a whole month later. Why hasn’t my refund hit yet? Ticketmaster didn’t wait for my money. So why am I stuck waiting?