Is Viagogo Selling Fake Tickets? A Comprehensive Review
Understanding Viagogo
Viagogo is a major player in the global ticket resale market, providing a platform for fans to buy and sell tickets to a variety of live events, including concerts, sports, and theater. Since its inception in 2006, Viagogo has expanded its reach worldwide. Despite its popularity, Viagogo has faced substantial criticism and controversy over the authenticity of the tickets sold on its platform.
Instances of Fake Tickets
One of the most significant issues with Viagogo is the prevalence of fake tickets. Numerous customers have reported purchasing tickets that turned out to be invalid or non-existent. For example, at Ed Sheeran’s concerts, many fans were denied entry because the tickets they bought from Viagogo were canceled as part of efforts to combat ticket scalping. Some tickets simply did not exist, and buyers were misled about their availability.
These incidents have led to widespread distrust among users. The problem is exacerbated by Viagogo’s business model, which often involves tickets being sold by large-scale ticket touts rather than individual fans. This creates a higher risk of encountering counterfeit tickets.
Regulatory Actions and Investigations
Viagogo has been the subject of several investigations and legal actions worldwide. In the UK, the Competition and Markets Authority (CMA) has repeatedly scrutinized Viagogo for breaching consumer protection laws. The CMA found that Viagogo was not transparent about ticket sellers and often failed to ensure that buyers received valid tickets. As a result, Viagogo was forced to make significant changes to its operations, including providing clearer information about ticket sellers and enhancing consumer guarantees.
Despite these regulatory actions, problems persist. Viagogo’s global reach means that it is subject to different laws in different countries, and enforcement of these laws can be inconsistent. This has allowed some of the questionable practices to continue, leading to ongoing issues for consumers.
Customer Experiences and Reviews
Customer reviews of Viagogo are overwhelmingly negative. Common complaints include receiving fake tickets, poor customer service, and difficulties in obtaining refunds. Many users have reported that tickets purchased through Viagogo were either not delivered or were invalid upon arrival at the event venue. Additionally, the company’s customer service has been criticized for being unresponsive and unhelpful when resolving these issues.
For instance, some customers have shared their experiences of buying tickets months in advance, only to receive them just days before the event, leading to anxiety and stress. In other cases, tickets never arrived, and customers struggled to get their money back due to Viagogo’s complicated refund process.
Viagogo’s Guarantee and Policies
Viagogo offers a “100% money-back guarantee” if tickets are found to be fake or do not grant entry to the event. However, many customers have found it challenging to claim refunds under this guarantee, citing cumbersome processes and a lack of responsiveness from Viagogo’s support team. This has led to significant distrust among users regarding the reliability of this guarantee.
The company states that in case of any issues with tickets, buyers are entitled to a full refund. However, the actual experience of many users suggests otherwise. The process often involves providing proof of the problem, such as evidence that the event organizers rejected the tickets. This can be difficult and time-consuming, leading to frustration among buyers.
Tips for Buying from Viagogo
If you choose to buy tickets from Viagogo, consider the following tips to mitigate risks:
Buy Early
Purchase tickets well in advance to avoid inflated prices and last-minute issues. Tickets for high-demand events can be particularly problematic if bought at the last minute, as sellers might increase prices significantly.
Check Ticket Details
Look for detailed information on tickets, such as row and seat numbers, to ensure they are genuine. Detailed listings are more likely to be legitimate, as they indicate that the seller actually possesses the tickets.
Be Aware of Fees
Be prepared for substantial booking and service fees that can significantly increase the total cost. Viagogo’s fees can add up to 50% or more to the ticket price, so it’s important to factor this into your budget.
Verify Seller Information
Use Viagogo’s website to check details about the ticket sellers. Viagogo has improved transparency due to regulatory requirements, so take advantage of this information to assess the reliability of the seller.
Comparing Viagogo to Other Ticket Resale Platforms
When considering where to buy resale tickets, it’s helpful to compare Viagogo with other platforms like StubHub, Ticketmaster Resale, and SeatGeek. Each platform has its pros and cons, and understanding these can help you make an informed decision.
StubHub
StubHub is another major player in the ticket resale market. It is known for its user-friendly interface and robust customer protection policies. Unlike Viagogo, StubHub has a better reputation for delivering valid tickets and providing reliable customer service. StubHub’s FanProtect Guarantee ensures that buyers receive valid tickets in time for the event or get a refund.
Ticketmaster Resale
Ticketmaster Resale is the secondary market platform operated by Ticketmaster. It offers a similar range of tickets as Viagogo but is generally considered more trustworthy due to Ticketmaster’s established reputation. Ticketmaster Resale also provides guarantees to protect buyers, ensuring they receive valid tickets.
SeatGeek
SeatGeek is a newer entrant to the ticket resale market but has quickly gained popularity due to its transparent pricing and comprehensive event coverage. SeatGeek’s platform aggregates tickets from various sellers, providing a wide selection and competitive prices. The company also offers a buyer guarantee, ensuring that tickets are valid or the buyer receives a refund.
Pros and Cons of Using Viagogo
Pros
- Wide Selection: Viagogo offers tickets to a vast array of events worldwide, including hard-to-find or sold-out shows.
- Convenience: The platform provides an easy way to buy and sell tickets, with various payment options, including credit cards, PayPal, and Apple Pay.
- Global Reach: Viagogo operates in many countries, making it accessible to a large audience.
Cons
- Risk of Fake Tickets: There is a significant risk of encountering fake or invalid tickets.
- High Fees: Viagogo’s fees can be excessively high, sometimes adding up to 50% or more to the ticket price.
- Poor Customer Service: Many users report difficulties in getting support or refunds when issues arise.
- Regulatory Issues: Viagogo has faced numerous legal challenges and investigations, raising concerns about its business practices.
Viagogo’s Response to Criticism
In response to widespread criticism, Viagogo has made some efforts to improve transparency and customer protection. The company now provides more detailed information about ticket sellers and has implemented measures to ensure that tickets are delivered on time. Additionally, Viagogo claims to have strengthened its customer service team to better handle complaints and refund requests.
However, these changes have not fully alleviated concerns. Many users still report problems with ticket validity and customer service, suggesting that Viagogo has more work to do to regain consumer trust.
Alternative Ways to Secure Tickets
Given the risks associated with using Viagogo, it’s worth exploring alternative ways to secure tickets for popular events.
Official Ticket Sellers
Purchasing tickets directly from official sellers like Ticketmaster, AXS, or the event’s official website is the safest option. These sellers guarantee ticket authenticity and often provide customer support for any issues that may arise.
Verified Resale Platforms
If you need to buy resale tickets, use verified platforms like StubHub, Ticketmaster Resale, or SeatGeek. These platforms have robust guarantees and better reputations for delivering valid tickets.
Fan-to-Fan Exchanges
Some events and artists offer fan-to-fan ticket exchanges through their official websites or platforms like Twickets. These exchanges often have strict verification processes to ensure ticket authenticity and fair pricing.
Conclusion
Viagogo offers a convenient way to buy and sell tickets for a wide range of events. However, the platform’s reputation has been tarnished by numerous instances of fake tickets, high fees, and poor customer service. While Viagogo has made efforts to address these issues, significant risks remain for consumers.
When buying tickets, it’s crucial to be informed and cautious. Consider alternative platforms with better guarantees and reputations to ensure a safe and reliable ticket-buying experience. By following the tips provided and exploring other options, you can enjoy your favorite events without the stress and uncertainty associated with Viagogo.
