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Help Centre

What is the viagogo complaint handling process?
viagogo values its customers and aims to provide a responsive and efficient process for handling customer complaints.

  • If you have a complaint about viagogo’s service, please contact the customer service department. The fastest way to contact us is via our Help Centre, using the online contact us form. We will ask you for information about your complaint as you fill out the form, (e.g. the order you are contacting us about, the nature of the issue) which helps us to direct your inquiry to the right person to assist. You can also contact us via email and telephone. More details are available here

  • We aim to respond to all inquiries within 24 hours

  • Inquiries related to events in the next few days are prioritised

  • In certain instances, our customer service team may require further information to resolve your issue and will respond to you by email. Should we need to discuss your inquiry with you, one of our customer support agents may call you on the phone number registered to your account. Customers making a claim under the viagogo guarantee may be required to complete an online Dispute Claim Form and provide additional information in order to claim a refund. Forms must be completed within 10 working days of receiving them

  • Once a form is submitted, this is what happens next:

  • - Your form will be reviewed by one of our claims specialists and we will be in contact with you within 24 hours. Please ensure that your phone number is up to date as shown in your ‘Account Settings’.
    - Should any additional information or documents be required to assist with the processing of your claim, we will request these.
    - Following investigation, we will contact you with the outcome of the claim within 20 working days.
    - If your claim is successful you will receive appropriate compensation.
    - If your claim is unsuccessful, we will inform you of the reason(s) why as provided in our terms and conditions.
    - In the event you are unhappy with our decision and wish to take your complaint further please send your correspondence to the address below.

    customerservice@orders.viagogo.com
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