Many reviewers describe quick, effective help from named support agents who resend tickets and fix problems within minutes. At the same time, repeated payment failures, site errors, and missing or misrouted ticket emails stop people from buying. Several customers say refunds were refused after cancellations or date changes, and they struggled to reach support by phone. Delivery misses and weak notice about event changes come up often.
Examples from available reviews (Jan 2023 – Mar 2026).
Support resolved my issue within thirty minutes.
“Sorted the issue in 30 mins.”
Customer service quickly resent confirmation and supplied PDF backup.
“they resent the confirmation and also provided pdf’s as a back up!”
Gig started very late, communications were absent and refund was refused.
“Ticketweb refuse a £30 refund.”
Card payments repeatedly declined and customer service offered no resolution.
“After MULTIPLE emails I still had no resolution or tickets”
Customer service often fixed missing-ticket issues fast. Several reviews name agents (for example Rey and Louie) who replied within minutes and resent tickets or processed one-off refunds. Another set of reviews describes refused refunds, slow replies, and card-charge problems that were not resolved.
Many complaints focus on high fees, surprise charges, and fees kept when events are cancelled. Several reviewers say they were charged more than expected or billed multiple times, and describe later refund attempts as unsuccessful.
The site frequently stopped purchases with repeated "unexpected error" messages, declined valid cards, or failed to load. A smaller number of users describe an easy, smooth checkout.
E-ticket delivery issues show up repeatedly: tickets sent to old addresses, not arriving, or arriving without seat or section details. A few reviews mention tickets not working at the venue or physical tickets that never arrived.
Reviews often mention missing or misdirected emails and no working phone line. Several customers say event-change notices arrived late and landed in spam; others praise fast support replies while still pointing to broader gaps in communication.
Reviews split between quick, effective fixes by named staff and problems that remained unresolved, including non-delivery, payment failures, and refused refunds. Positive stories focus on recovered tickets and fast refunds; negative ones point to poor communication and billing issues.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (80) · bbb.org (6) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Was charged for a concert I missed and received no reply.
“TicketWeb will not reply.. BS”
Show was cancelled and refunds were not provided.
“Trash company cancel show don’t give refunds”
Site kept declining cards despite bank approval, wasting time.
“Kept declining two cards for "wrong information”
Purchase attempt failed repeatedly due to an unexpected error.
“Keeps hitting me with an unexpected error.”
Gig delayed to early hours with no communication; refund was refused.
“Zero comms from the venue or the bands themselves”
Gig started very late, communications were absent and refund was refused.
“Ticketweb refuse a £30 refund.”
Site repeatedly showed 'unexpected error' preventing me buying tickets.
“It just keeps saying "unexpected error".”
Customer service retrieved my tickets two hours before the gig.
“they got back to me with them”
Customer service found and delivered missing tickets two hours before the gig.
“these guys saved the day”
The website would not load at all.
“site won't even load, garbage company”
Support responded within two hours and solved my missing ticket issue.
“the support team (Rey John) responded within those 2 hours”
Customer service responded quickly and resolved missing tickets within two hours.
“the support team (Rey John) responded within those 2 hours”
Date change email went to spam and refund was refused due to lateness.
“the email informing me went into spam”
Date changed and refund denied after email notification went to spam.
“the email informing me went into spam”
Quickly resent confirmation and provided PDFs as backup.
“they resent the confirmation and also provided pdf’s as a back up!”
Customer service quickly resent confirmation and supplied PDF backup.
“they resent the confirmation and also provided pdf’s as a back up!”
Customer service located my original email and resent tickets promptly.
“they located the email address I used to buy my tickets”
Customer service located purchase email and resent tickets promptly.
“they resent them for me to my current email without having to ask.”
Support fixed my issue within 30 minutes; Rey was great.
“Sorted the issue in 30 mins. Rey was great.”
Support resolved my issue within thirty minutes.
“Sorted the issue in 30 mins.”
Rey fixed my issue quickly, but overall contact practices need improvement.
“REY JOHN, fixed my issue very quickly and without fuss!”
Rey John resolved issues quickly despite Ticketweb's poor order confirmations.
“REY JOHN, fixed my issue very quickly and without fuss!”
They helped with my tickets minutes after I emailed.
“helped me with my tickets minutes after I emailed”
Customer service helped retrieve tickets minutes after emailing.
“Thank you helped me with my tickets minutes after I emailed”
Rey replied quickly and issued a one-off refund promptly.
“Rey got back to me within 10 minutes, giving me a one off refund”
Support promptly issued a one-off refund within minutes.
“Rey got back to me within 10 minutes, giving me a one off refund”
TicketWeb responded within ten minutes and resolved hacked-email issue.
“they were back in touch with us in 10 mins and sorted out the issue”
TicketWeb responded quickly and resolved hacked-email ticket issue.
“they were back in touch with us in 10 mins and sorted out the issue”
Louie responded within an hour and processed Fan Guarantee refund.
“Received a response from Louie within an hour.”
Louie processed a Fan Guarantee refund quickly within an hour.
“Received a response from Louie within an hour.”
Refund request after bereavement was refused and delayed months.
“Not only did they refuse to issue a refund”
They helped quickly and resolved my issue without any fuss.
“They really helped when I needed it and sorted out my issue very quickly with no fuss!”
Customer service solved the issue quickly and without fuss.
“sorted out my issue very quickly with no fuss!”
Received a response and the tickets within about two hours.
“within about two hours I had a response back and the tickets.”
Support responded within two hours and sent the tickets.
“within about two hours I had a response back and the tickets.”
Emailed and tickets were sent straight away by Louie E.
“emailed Ticketweb and got them sent straight away.”
Emailed about missing tickets and they were sent straight away.
“Hadn't received my tickets, emailed Ticketweb and got them sent straight away.”
Quick, helpful and friendly customer service from Rey John.
“Quick, helpfull and absoluty friendly Customer Service.”
Customer service was quick, helpful and friendly.
“Quick, helpfull and absoluty friendly Customer Service.”
Rey John arranged a one-off refund after I booked the wrong date.
“within a couple of hours had a response allowing a one-off refund”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
TicketWeb runs an online ticketing platform for concerts, festivals, theatre, and other live events. It issues e-tickets and, where available, offers physical ticket delivery. The site processes card payments and connects with organisers and venues to manage ticket stock and seating. TicketWeb also provides support channels for ticket reissues, payment questions, and delivery issues.