For Fans by Fans How Long Until Refund Received Review
Kellie Davison is a Harry Styles superfan.
"I've seen iv Harry Styles solo shows and fourteen One Direction shows," Ms Davison told A Current Affair.
"I saved upwardly for about ii years so I could do an epic globe trip for Harry'south bout.
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"I had VIP tickets in Canada, America, New York, Toronto, Connecticut, a few shows in each urban center then I had the whole Australian leg of the tour and New Zealand."
Simply borders closed and the tour was cancelled.
"I was devastated, I but cried all night," Ms Davison said.
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"It was around $20,000 and I saved for about 2 years to be able to get there."
The diehard fan said Ticketek owed her a refund.
"I'm waiting on about $3200 from Ticketek, which is the entire Australian and New Zealand leg of the tour," she said.
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Ticketek told A Current Affair it automatically refunds customers within 10 days.
"Nosotros have robust customer solutions systems and procedures in identify which have been developed and improved over many years and typically result in xc per cent of our fans being automatically refunded for cancelled shows within 10 days of cancellation," a Ticketek spokesperson said.
Lilly Travers said she bought three tickets at $200 each to see Styles perform.
"Because we bought the tickets two years ago, they said, 'If you need to update your banking details, here'southward a course to do that,' and that was it. They've contacted me dorsum saying there'south absolutely no record of me always purchasing whatever tickets," Ms Travers said.
"I accept email proof, I have bank statements, I accept means of proving that I have purchased these tickets."
Ticketek said information technology's currently processing upward to 20 times more refunds per month than before the pandemic.
It told A Current Affair: "Everybody who has requested a legitimate refund tin balance bodacious that they volition receive it equally soon as we are able to procedure their request in total."
Sharon and Scott Gillett aren't convinced.
The family was looking forward to attending a professional bull riding upshot in Newcastle.
"Information technology was our daughter, our only girl'due south, 16th altogether. We actually bought thirteen tickets for different family and friends and we also hired a minibus to have us there," Mrs Gillett said.
Simply the issue was postponed more than than once, so Mrs Gillett requested an almost $1300 refund from Ticketek.
"Information technology took them nineteen days to reply to say, 'Y'all volition be given a refund in 30 days' and we are still waiting on our refund," she said.
That was on November 11 - 96 days agone - according to Mrs Gillett.
"We're a family of six and it's taken us a lot to provide for our four children and to practice something special for them. It'due south very disheartening," Mrs Gillett said.
"Back in the kickoff year of the pandemic in 2020, the industry lost over 14 billion in ticket revenues," chief executive of Alive Performance Commonwealth of australia Evelyn Richardson said.
"Last year the industry ground to a halt.
"Consumers now are much more hesitant, they don't have the conviction that when they buy tickets, they'll exist able to see the evidence.
"So, we're going to have to work really hard to rebuild that confidence."
As for Ms Davison, she needs her coin.
She's already spent information technology on Styles.
"I'm going to Glasgow, Dublin, Manchester night i and ii, London, Wembley night i and ii, Paris, Stockholm and Oslo. Last attempt to become there ... I promise I tin can brand information technology this fourth dimension," Ms Davison said.
Ms Davison received her refund from Ticketek within the 20-mean solar day grace period.
Ms Travers' refund was candy following A Current Affair'southward involvement.
Ticketek admits information technology's been too slow to respond to Mrs Gillett's asking and assures the family their refund volition be candy today.
Argument by a Ticketek spokesperson:
"We have looked into all 3 situations passed on to u.s. by A Current Matter and we tin can ostend we take no refunds outstanding in any of these cases, near all which were refunded within 20 business organisation days as per our standard process.
"We are currently processing up to 20 times more than refunds per calendar month than before the pandemic and our teams are working around the clock with additional resources and engineering science to resolve outstanding refunds as quickly as they can.
"We have robust client solutions systems and procedures in place which have been developed and improved over many years and typically outcome in ninety% of our fans being automatically refunded for cancelled shows inside 10 days of cancellation.
"We fully understand that there are many disappointed fans whose shows accept been cancelled due to Covid and nosotros apologise for the inconvenience caused to anyone who has waited longer than twenty days for their refund. Everybody who has requested a legitimate refund tin can rest bodacious that they volition receive it equally soon equally nosotros are able to process their asking in full.
"Customers tin can request a refund progress update by responding to the request confirmation email which includes their request number. Ticketek continues to be there to back up fans and the alive event industry in getting back to enjoying the magic of live entertainment."
Source: https://9now.nine.com.au/a-current-affair/aussie-ticketek-customers-complain-about-long-refund-wait-amid-pandemic-cancellations/b218d353-0c91-4be0-97b8-3b91fce62d72
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