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Tips for getting refunds shared as consumer champions intensify crusade against the touts
By James Drury on 04 Aug 2017
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.
“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.