I bought a ticket from Viagogo last Friday, for an event the following Monday (tomorrow, as I write this). I knew the timeframe was tight, but was reassured by the guarantee, headed in bold type on the Viagogo website, that I would get my ticket, or it would be replaced or refunded. I thought they would send the ticket by special courier, not the public mail courier system. I received an email telling me that the ticket was dispatched on Saturday, and I thought it would arrive on Saturday, since I was advised of where it had been posted, which was only an hour’s drive away. The ticket did not arrive on Saturday, and by the time I realised it wasn’t coming, the mail service offices were closed for the weekend. I contacted Viagogo, who said it was no longer their responsibility and I’d have to contact the mail service. Now, I will do that as soon as the offices open in the morning, but my issue with Viagogo is that they made sure to tell me, without me asking, that they were not required to replace or refund the ticket, if it did not arrive. When I questioned how this tallied with the guarantee on their website, they said that if they were responsible for the handling and delivery of the ticket, they would replace or refund it. They weren’t, so they refuse to have anything to do with it. There should be a disclaimer to this effect on their guarantee, and I have reported them to the Advertising Standards Authority.
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