FanFair to help customers get refunds from online ticket touts

FanFair Alliance has published an online guide to help customers seeking refunds from secondary ticketing sites.

  • By Lucy Doyle
  • 8 Aug 2017
  • min read
FanFair Alliance has teamed up with the Victim of Viagogo Facebook group and published an online guide to help customers who are seeking refunds from secondary ticketing sites.

The guide follows BBC 1's Watchdog investigation into the UK's estimated £1bn a year secondary ticketing market, which raised concerns about the practices of Swiss-based company Viagogo.

The programme featured interviews with distressed customers struggling to gain refunds from the site, which they believe mis-sold them tickets.

According to recent research from Which?, half of people buying tickets from secondary ticketing sites such as Viagogo, StubHub and Seatwave believe they are buying from the official ticket seller.

Promoters Kilimanjaro and DHP advocated FanFair's guide during ticket sales for Ed Sheeran’s recently-announced 2018 stadium tour, which resulted in chargebacks of over £45,000.

Adam Webb, campaign manager for FanFair said: 'The business model promoted by Viagogo looks more about profiteering at the audiences' expense - persistently masquerading as an “official site” in its online advertising, employing high-pressure sales techniques and potentially breaching consumer law.

'Unfortunately, we continue to hear from ticket-buyers who are extremely frustrated when seeking redress from Viagogo, which is why FanFair has teamed up with Claire Turnham to produce some comprehensive guidance to help them secure a refund.'

Claire Turnham, founder of the Victim of Viagogo group said: 'If you are distressed and desperately seeking a refund, I urge you to persevere. It’s not an easy process but it is possible to reclaim your money back. Keep referring to our self-help guide and connect with others for support.'

The guidance is available now from the FanFair Alliance website.

Earlier this year, FanFair issued a live music ticket guide backed by artists including Radiohead’s Ed O’Brien and Royal Blood.