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Anti-Viagogo campaigner ‘helps reclaim £100k’

Tips for getting refunds shared as consumer champions intensify crusade against the touts

By James Drury on 04 Aug 2017

Claire Turnham of Victim of Viagogo on the BBC Watchdog programme

Claire Turnham of Victim of Viagogo on the BBC Watchdog programme


image © BBC

Anti-Viagogo campaigner Claire Turnham says she has helped disgruntled people claim back over £100,000 in refunds and bank chargebacks in six months.

The founder of the Victim of Viagogo Facebook group started her crusade in February after she says she was overcharged £1,150 trying to buy four Ed Sheeran tickets through the resale site. She finally got a refund after doggedly persisting with her claim and taking her story to the media.

Fanfair Alliance, a music industry campaign against ticket touts, has published her advice for fans on how to get refunds from resale sites such as Viagogo, Seatwave, Getmein and Stubhub.

“We continue to hear from ticket-buyers who are extremely frustrated when seeking redress from Viagogo.”

On Wednesday, BBC consumer advice programme Watchdog investigated the activities of secondary ticketing websites – in particular Viagogo and its sale of tickets to Ed Sheeran concerts in the UK. The singer vowed to cancel all tickets to his gigs on secondary sites, and promoters Kilimanjaro and DHP reportedly voided 10,000 passes.

However, while most resale sites refused to list the tickets, Viagogo continued to allow them to be sold. It claimed the promoters were not legally able to cancel tickets, maintained they remained valid, and refused refunds. UK Trading Standards disputes this interpretation of the law, the programme heard.

Fanfair Alliance campaign manager Adam Webb said: “We continue to hear from ticket-buyers who are extremely frustrated when seeking redress from Viagogo, which is why FanFair Alliance has teamed up with Claire Turnham to produce some comprehensive guidance to help them secure a refund.”

Turnham 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.”

Recent research by Which? found that approximately half of people who purchased tickets on these sites believed that they were buying from the official ticket seller.

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5 responses to “Anti-Viagogo campaigner ‘helps reclaim £100k’”

  1. Nancy Haven says:

    Claire’s heart is in the right place. Sadly, her methods are not. She has been overwhelmed by misinformation by the promoter of Kilimanjaro who told her that the Ed Sheeran concerts were a sell-out and that 10,000 have been cancelled off Viagogo by them. Neither statement is true. Kilimanjaro are offering face value tickets to anyone who says they bought tickets from Viagogo. Where are they coming from if the concerts sold out in seconds? How could even one ticket be removed from Viagogo when the site doesn’t give enough information to identify specific tickets? Viagogo are in the process of refusing all charge backs. Customers are then given an extra 45 days to appeal this. Unless customers receive their tickets within that 45 day window and can get proof from Kilimanjaro of specific tickets being cancelled they have no chance of a refund. You’re only allowed one shot (plus an appeal ) for a chargeback. So – worst case scenario. You apply for a chargeback. It is contested by Viagogo. Viagogo’s decision is upheld. You go to the concert and are refused admission. The 45 day window to contest Viagogo has passed, and you are not able to have a second shot at a charge back. You MIGHT be able to buy new tickets at the venue, (perhaps even rebuy the tickets you tried to enter with). Will Kilimanjaro refund the original purchaser? Or will they in fact be selling the same ticket twice? The whole ticket industry is corrupt. From the promoters downwards.

  2. Nancy Haven says:

    Claire’s heart is in the right place. Sadly, her methods are not. She has been overwhelmed by misinformation by the promoter of Kilimanjaro who told her that the Ed Sheeran concerts were a sell-out and that 10,000 have been cancelled off Viagogo by them. Neither statement is true. Kilimanjaro are offering face value tickets to anyone who says they bought tickets from Viagogo. Where are they coming from if the concerts sold out in seconds? How could even one ticket be removed from Viagogo when the site doesn’t give enough information to identify specific tickets? Viagogo are in the process of refusing all charge backs. Customers are then given an extra 45 days to appeal this. Unless customers receive their tickets within that 45 day window and can get proof from Kilimanjaro of specific tickets being cancelled they have no chance of a refund. You’re only allowed one shot (plus an appeal ) for a chargeback. So – worst case scenario. You apply for a chargeback. It is contested by Viagogo. Viagogo’s decision is upheld. You go to the concert and are refused admission. The 45 day window to contest Viagogo has passed, and you are not able to have a second shot at a charge back. You MIGHT be able to buy new tickets at the venue, (perhaps even rebuy the tickets you tried to enter with). Will Kilimanjaro refund the original purchaser? Or will they in fact be selling the same ticket twice? The whole ticket industry is corrupt. From the promoters downwards.

  3. Nancy Haven says:

    Claire’s heart is in the right place. Sadly, her methods are not. She has been overwhelmed by misinformation by the promoter of Kilimanjaro who told her that the Ed Sheeran concerts were a sell-out and that 10,000 have been cancelled off Viagogo by them. Neither statement is true. Kilimanjaro are offering face value tickets to anyone who says they bought tickets from Viagogo. Where are they coming from if the concerts sold out in seconds? How could even one ticket be removed from Viagogo when the site doesn’t give enough information to identify specific tickets? Viagogo are in the process of refusing all charge backs. Customers are then given an extra 45 days to appeal this. Unless customers receive their tickets within that 45 day window and can get proof from Kilimanjaro of specific tickets being cancelled they have no chance of a refund. You’re only allowed one shot (plus an appeal ) for a chargeback. So – worst case scenario. You apply for a chargeback. It is contested by Viagogo. Viagogo’s decision is upheld. You go to the concert and are refused admission. The 45 day window to contest Viagogo has passed, and you are not able to have a second shot at a charge back. You MIGHT be able to buy new tickets at the venue, (perhaps even rebuy the tickets you tried to enter with). Will Kilimanjaro refund the original purchaser? Or will they in fact be selling the same ticket twice? The whole ticket industry is corrupt. From the promoters downwards.

  4. Nancy Haven says:

    Claire’s heart is in the right place. Sadly, her methods are not. She has been overwhelmed by misinformation by the promoter of Kilimanjaro who told her that the Ed Sheeran concerts were a sell-out and that 10,000 have been cancelled off Viagogo by them. Neither statement is true. Kilimanjaro are offering face value tickets to anyone who says they bought tickets from Viagogo. Where are they coming from if the concerts sold out in seconds? How could even one ticket be removed from Viagogo when the site doesn’t give enough information to identify specific tickets? Viagogo are in the process of refusing all charge backs. Customers are then given an extra 45 days to appeal this. Unless customers receive their tickets within that 45 day window and can get proof from Kilimanjaro of specific tickets being cancelled they have no chance of a refund. You’re only allowed one shot (plus an appeal ) for a chargeback. So – worst case scenario. You apply for a chargeback. It is contested by Viagogo. Viagogo’s decision is upheld. You go to the concert and are refused admission. The 45 day window to contest Viagogo has passed, and you are not able to have a second shot at a charge back. You MIGHT be able to buy new tickets at the venue, (perhaps even rebuy the tickets you tried to enter with). Will Kilimanjaro refund the original purchaser? Or will they in fact be selling the same ticket twice? The whole ticket industry is corrupt. From the promoters downwards.

  5. Nancy Haven says:

    Claire’s heart is in the right place. Sadly, her methods are not. She has been overwhelmed by misinformation by the promoter of Kilimanjaro who told her that the Ed Sheeran concerts were a sell-out and that 10,000 have been cancelled off Viagogo by them. Neither statement is true. Kilimanjaro are offering face value tickets to anyone who says they bought tickets from Viagogo. Where are they coming from if the concerts sold out in seconds? How could even one ticket be removed from Viagogo when the site doesn’t give enough information to identify specific tickets? Viagogo are in the process of refusing all charge backs. Customers are then given an extra 45 days to appeal this. Unless customers receive their tickets within that 45 day window and can get proof from Kilimanjaro of specific tickets being cancelled they have no chance of a refund. You’re only allowed one shot (plus an appeal ) for a chargeback. So – worst case scenario. You apply for a chargeback. It is contested by Viagogo. Viagogo’s decision is upheld. You go to the concert and are refused admission. The 45 day window to contest Viagogo has passed, and you are not able to have a second shot at a charge back. You MIGHT be able to buy new tickets at the venue, (perhaps even rebuy the tickets you tried to enter with). Will Kilimanjaro refund the original purchaser? Or will they in fact be selling the same ticket twice? The whole ticket industry is corrupt. From the promoters downwards.

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