Contact Viagogo Customer Service

I hope this message finds you well. I am writing to escalate a matter regarding my recent ticket purchase for the Coldplay concert in Abu Dhabi, which I bought through your platform.

Order number: 54490****
After purchasing the tickets, I discovered that the official event website and the event organizers do not accept tickets from third-party providers like your company. This raised significant concerns, so I reached out to your customer support team for clarification. Unfortunately, I am still left with unresolved issues, and I would like to formally escalate this situation.
Summary of Communication:
I expressed my worry that the event organizers would not accept my tickets because they are from an unauthorized third-party seller as stated on their official website. I was informed that the tickets were guaranteed, and the customer service representative assured me that the event organizers would not check ticket sources due to the large volume of attendees.

I explained that relying on the event organizers not having the time to verify the ticket source is not a satisfactory guarantee for me, especially since this is a major event.
The response I received was that I should not mention the ticket source at the event gate, and that it would be up to me whether or not I chose to disclose this information. This response raised further concerns for me.
Given the lack of reassurance and the conflicting advice from your team, I asked for a refund. I was informed that this was not possible due to your terms and conditions. I also emphasized that I am not based in Abu Dhabi or Dubai, so I would incur additional costs for flights and accommodation.

I cannot risk traveling without confirmation that my tickets will be accepted at the gate.
As the conversation continued, I found the responses to be repetitive and unhelpful. When I expressed my frustration and said that I might escalate the matter publicly (e.g., via social media), part of our conversation was deleted, specifically the exchanges where I was advised not to mention the ticket source at the gate. This action was unprofessional and left me even more concerned about the legitimacy of my ticket purchase.
Based on the information I have been given by your customer service team, it is clear that your company is not an authorized ticket provider for this event. If you were indeed authorized, I would not have been advised by your representative to avoid mentioning your company name at the event gate, nor would I have been told that the event organizers wont have the time to check ticket sources.

These statements suggest that your companys tickets may not be valid for entry, which is deeply concerning. Additionally, your company should be listed as an authorized ticket provider on the official event page, which it is not. Given these circumstances, I am requesting a full refund, as I cannot risk traveling to Abu Dhabi with such uncertainty about the validity of my tickets.
The behavior of the customer service representative I interacted with was highly unprofessional. Not only did they provide unclear and contradictory information, but they also chose to end the conversation abruptly while I was still speaking.

Moreover, the deletion of key portions of our conversation, particularly the parts where the representative advised me not to mention your company's name or stated that the organizers would not check ticket sources, strongly suggests that there is something improper about the situation. This unprofessional conduct further exacerbates my concern and reinforces my belief that my purchase may not be legitimate.
I expect a prompt response to this matter, as I am now left with no confidence in your companys ability to provide a valid ticket for the Coldplay concert.

I request a full refund and a clear, honest explanation of the situation. If I do not receive a satisfactory resolution, I will be forced to escalate this further through social media and other channels.

I bought the tickets about 2 months before the concert when more tickets were available, and I was willing to pay double through viagogo so I could be seated in a great location. A day before the concert ,while the concert is almost sold out I have finally received my E-tickes and the location were awful in the "cheap seats" where I could have easily bought for half the price .

After speaking to customer service and after they checked with the seller that he indeed doesn't have the "correct" tickets I paid for I was left with 2 options - one was to cancel the tickets and receive full refund , and then buy the worst seats possible in the arena cause that's all that is left a day before the show, or to stay with the wrong tickets and receive a voucher of 25% that is valid for a year . That is disgraceful! I should be able to keep to tickets and to be fully refunded. I was literally SCAMMED!

I paid double for good seats, got bad seats and as compensation I received a voucher worth nothing from a company I don't want anything to do with anymore , and even with the worth of the voucher taken out of considerable, I still paid about 50% more for cheap tickets .

Since i flew into france for the show i was left with no option but to accept the disgrace and keep the lousy tickets. So if you ask me VIAGOGO is completely a scam.

Poor customer service. They took my hard-earned money for an invalid ticket and denied my refund request.

Customer support is very poor. I had to repeat myself almost for 20 days, but finally, there was no help.