Forced to wait until the last minute when they went missing
I spent £385 on tickets in March so relatives could see Barbra Streisand at the The 02 in June. The tickets didn't arrive, but Ticketmaster's website stated not to contact it until five days before the concert date. I waited and was then told to wait until 48 hours before the concert.
The day before, Ticketmaster announced it had cancelled the tickets and replacements would be at the O2 box office – but only I could pick them up. Since I live in Newcastle upon Tyne I couldn't make it.
My relatives missed the concert and I am £385 out of pocket. Ticketmaster claimed it was not liable because of its terms and conditions. PM, Newcastle upon Tyne.
Ticketmaster tells me that its hands were tied due to the O2's policy that the cardholder must be present when tickets are collected. Its own policy of leaving customers to wait until the last minute to chase missing tickets strikes the company as irrelevant. The O2, however, is indignant at being saddled with the blame. "Ticketmaster could have contacted us and requested a transfer of payment. The account is then changed into the name of the person attending the event," says a spokesman. "Alternatively, the ticketing agent could have informed the purchaser that they could write a letter of authority allowing the other customer to collect on their behalf."
When I point this out to Ticketmaster, it blusters: "Based upon our extensive experience of selling tickets at this venue a transfer of payment or a letter are only approved in the most exceptional of circumstances." It admits that the company therefore made no attempt to plead your cause. It's still all O2's fault, of course: "As it now appears that the ticket buyer has been penalised by a recent change in policy at the O2, we are pleased to confirm that Ticketmaster will action a full refund." Magnanimity in action.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
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