Canceling Viagogo tickets isn’t straightforward, but it’s not impossible. While Viagogo’s official policy states that orders can’t be canceled, there are alternative options and strategies you can use if you need to back out of a ticket purchase. This guide covers everything from understanding Viagogo’s policies to exploring your options when you can’t attend an event.
Viagogo’s Ticket Policies
What is Viagogo?
Viagogo is a popular online marketplace where people buy and sell tickets for various events, including concerts, sports games, and theater performances. It acts as an intermediary between ticket sellers and buyers, providing a platform for transactions.
Viagogo’s Ticket Guarantee
Viagogo offers a guarantee to buyers, promising that tickets purchased through their platform will be valid for entry to the event. This guarantee is meant to provide peace of mind to customers, but it doesn’t necessarily make the cancellation process any easier.
The Challenge of Canceling Viagogo Tickets
Viagogo’s business model relies on facilitating transactions between ticket holders and buyers. This setup makes cancellations tricky, as the company isn’t the original ticket issuer and often doesn’t have direct control over the tickets once they’re sold.
Why You Might Need to Cancel Your Viagogo Tickets
Life happens, and sometimes plans change. Here are some common reasons why you might find yourself needing to cancel Viagogo tickets:
Event Cancellations or Postponements
Sometimes, the event itself gets canceled or postponed. In these cases, Viagogo typically follows the event organizer’s refund policy.
Personal Circumstances
You might have a schedule conflict, fall ill, or face unexpected travel issues that prevent you from attending the event.
Pricing Concerns
After purchasing, you might find the same tickets available elsewhere at a lower price, leading to buyer’s remorse.
Viagogo’s Official Cancellation Policy
The “No Cancellation” Stance
Viagogo’s terms of service clearly state that all sales are final. Once you click “Buy Now,” you’ve entered into a binding agreement to purchase the tickets.
Exceptions to the Rule
While rare, Viagogo may make exceptions in certain circumstances, such as:
- If the event is canceled and not rescheduled
- If you receive tickets that don’t match the description of what you ordered
Alternative Options When You Can’t Cancel
When cancellation isn’t possible, consider these alternatives:
Reselling Your Tickets on Viagogo
Viagogo allows you to relist tickets you’ve purchased on their platform. Here’s how:
- Log into your Viagogo account
- Go to “My Account” and find your purchase
- Click on “Sell Tickets” next to the relevant order
- Follow the prompts to list your tickets for sale
Remember, there’s no guarantee your tickets will sell, and you might have to price them competitively.
Transferring Tickets to Someone Else
If you know someone who can use the tickets, you might be able to transfer them directly. The process varies depending on the type of tickets:
- Paper tickets: You can usually hand these over physically
- E-tickets: You might be able to forward the email containing the tickets
- Mobile tickets: Some ticket providers allow transfers through their app
Dealing with Mobile Transfer Tickets
For mobile transfer tickets, you might be able to cancel the transfer if the recipient hasn’t accepted them yet. Here’s what to do:
- Log into your ticket account (not Viagogo, but the original ticket provider)
- Find the transferred tickets
- Look for an option to cancel or recall the transfer
- Confirm the cancellation
Steps to Take if You Must Cancel
If you’re determined to cancel your Viagogo tickets, try these steps:
Contacting Viagogo Customer Support
While their policy is strict, it’s worth reaching out to Viagogo’s customer support. Be polite and explain your situation clearly. You can contact them through:
- Their website’s help center
- Phone (though wait times can be long)
Documenting Your Case
Keep records of all your communications with Viagogo, including:
- Emails
- Chat logs
- Notes from phone calls (including date, time, and representative’s name)
This documentation could be crucial if you need to escalate your case.
Understanding Your Consumer Rights
Consumer protection laws vary by country. Research the laws in your area to understand your rights. In some places, there are cooling-off periods for online purchases, though these often don’t apply to event tickets.
Preventing Future Issues with Viagogo Purchases
To avoid future cancellation headaches, consider these tips:
Reading the Fine Print
Before buying, carefully read Viagogo’s terms of service and the specific event’s policies. Look for information about:
- Cancellation policies
- Refund conditions
- Transfer restrictions
Considering Alternative Ticket Sources
Official ticket sellers often have more flexible policies. Before turning to resale sites like Viagogo, check if tickets are available through:
- The venue’s box office
- The event organizer’s website
- Official ticketing partners
Using Credit Card Protection
Some credit cards offer purchase protection or the ability to dispute charges. Check your card’s benefits before making ticket purchases.
What to Do if You’re Denied Entry with Viagogo Tickets
Despite Viagogo’s guarantee, sometimes issues arise at the venue. If you’re denied entry:
Viagogo Guarantee
Viagogo promises to provide comparable or better tickets if you’re denied entry. If that’s not possible, they pledge to issue a refund.
Steps to Take at the Venue
- Don’t leave the venue immediately
- Contact Viagogo’s customer support right away
- Ask the venue staff for written confirmation of why you were denied entry
- If possible, try to get comparable tickets at the box office (Viagogo may reimburse you)
Filing a Claim with Viagogo
To claim a refund under Viagogo’s guarantee:
- Contact Viagogo within 48 hours of the event
- Provide all relevant documentation (ticket information, venue denial details)
- Follow Viagogo’s instructions for submitting a formal claim
Legal Options and Consumer Protection
If all else fails, you might need to explore legal avenues:
Country-Specific Consumer Laws
Different countries have varying levels of consumer protection. For example:
- In the UK, the Competition and Markets Authority has taken action against Viagogo in the past
- The EU has strong consumer protection laws that might apply to online ticket purchases
Seeking Help from Consumer Protection Agencies
Consider reaching out to consumer advocacy groups or government agencies, such as:
- Better Business Bureau (US)
- Citizens Advice (UK)
- European Consumer Centre (EU countries)
These organizations might be able to mediate or provide advice on your rights.
Wrapping Up
Canceling Viagogo tickets isn’t easy, but it’s not always impossible. While their official policy is strict, you have options ranging from reselling to seeking legal help. Remember to always read the fine print before purchasing tickets, and consider buying from official sources when possible to avoid potential cancellation issues.
By understanding Viagogo’s policies, exploring your alternatives, and knowing your rights as a consumer, you’ll be better equipped to handle any ticket cancellation challenges that come your way. Stay informed, be persistent, and don’t be afraid to seek help when needed.
