Buying tickets: your rights How to complain
If tickets are not what you ordered
If tickets don't arrive before the event, the ticket seller is in breach of contract
1. Contact your ticket seller
Contact the ticket seller or agent as soon as you realise that there is a problem and explain the situation – for example, the seats not being in the location you had agreed, the wrong number of tickets or the wrong date. Ask the ticket seller to send the correct tickets.
2. Reject tickets or claim compensation
If the ticket seller fails to send the correct tickets, you can either:
- formally reject the tickets – return the tickets with a letter saying that you are rejecting the tickets as they do not fit the description you were given at the time of purchase, or
- go to the event with the tickets you have and then claim the difference in the cost of tickets you asked for and those you received (for example, if you bought tickets for the front row and ended up sitting near the back). You may also be able to claim some compensation for loss of enjoyment. However, if you plan to do this, you must tell your ticket seller in advance. Otherwise they may reject your claim saying that you have 'accepted' the tickets. Say that you only used the tickets because you have a duty by law to keep your losses to a minimum.
3. Contact STAR
If the ticket seller refuses to give you a refund and you still want to reject the tickets you have several options, depending on the circumstances:
- If the ticket seller is a member of The Society of Ticket Agents and Retailers (STAR), take your complaint there. It can't force members to give your money back, but if a member breaks the code of practice they face warnings, fines or expulsion from STAR.
- If it is not a member and you paid for tickets worth more than £100 by credit card, you might be able to claim a refund from your credit card company.
4. Contact your local trading standards office
If STAR cannot help you, and you didn't pay with a credit card, you could take the ticket agent to the small claims court for breach of contract.
If you feel that the tickets you received were not as described or the company is breaking the law in any way, contact your local trading standards department. Bear in mind, though, that your local trading standards department might be able to take action against the company, but it won't be able to get you your money back.
If tickets don't arrive in time for the event
1. Contact your ticket seller
If you haven't received tickets a couple of days before the event, call the ticket seller. If they can't find a way of getting tickets to you in time, say that you will buy tickets elsewhere and reclaim the cost from them (if you think this would be possible).
2. Claim a refund on your tickets
If tickets don't arrive before the event then the company is in breach of contract. You have two choices:
- If tickets are available, you would be entitled to buy tickets elsewhere and then write to the original seller, with copies of the new tickets, to claim the money back from them. The tickets you buy must be equivalent to the tickets you originally purchased, or the next cheapest available.
- If there are no other tickets available, you would be entitled to claim for a refund and compensation for any additional costs, such as travel to the concert if you have paid for this beforehand.
3. Take the ticket seller to small claims court
If the ticket seller refuses to reimburse you for the tickets you bought or give you a refund you can take them to small claims court.
