Is Viagogo A Complete Scam?

So, Viagogo is getting a bit of bad press (understatement of the year) at the moment. But is it justified?

I can’t talk about hidden fees or anything, but what I can talk with experience about is the widespread sale of invalid tickets! So here’s my experience of dealing with what I consider a complete Viagogo scam.

Ed Sheeran Tickets

So, a family member of mine bought Ed Sheeran tickets on 12th July this year. Just a matter of days later, it was in the news that Ed’s promoters, Kilimanjaro Live, had cancelled 10,000 tickets they believed were being resold.

That’s when my personal battle with Viagogo began.

The Facts About Viagogo and Ed Sheeran Tickets

Everyone has their own opinion about ticket reselling but this isn’t about the moral side of it. It’s about consumer rights. Here are the facts:

  • The promoters made it clear when tickets went on sale that resale sites were NOT authorised to sell them. It was clear enough to all the big ticket resale sites – with the exception of Viagogo, who completely ignored this and went on to sell the tickets
  • Kilimanjaro Live declared all tickets sold on resale sites, naming Viagogo specifically in this letter, invalid and proceeded to put another 10,000 tickets on sale at face value (presumably the ones they’d cancelled!)
  • Viagogo’s “Guarantee,” supposedly protects consumers in the event they are sold invalid tickets and says a replacement or refund will be provided
  • Viagogo cannot provide a valid replacement, since all tickets sold through their site are now invalid, therefore they should provide a refund

Pretty straightforward, you’d think?

Apparently not.

The Ed Sheeran Refund Battle So Far…

A few things you should know before I share the support thread so far:

  • There is no telephone support for users unless their gig is within 72 hours. You are asked for your booking reference upon calling and if your booking is for tickets for an event more than 72 hours away, you don’t get to speak a human. You are simply sent back to the online support
  • It’s not as simple as simply contacting them through online support. You have to login, go through a few questions and answers first and declare that the text doesn’t answer your question before you get to send an email
  • Unsurprisingly, if you are trying to buy tickets, you can get hold of them easily!

Here’s my support thread to date…

A quick, but generic response

So, “Karen,” gets back suggesting I should just push my dodgy tickets on to someone else… This is very clearly a copy and paste response. But let’s give Karen some credit – she sent me that generic response within an impressive 5 minutes.

Of course, I assumed she must have misread my message. So I went back…

A slightly longer response time this time, but Karen clearly just copied and pasted another stock response.

Come on, Karen at Viagogo. You can do better!

By now, responses are hours apart and Karen appears to be getting a bit snappy with me. Apparently Viagogo, “do not offer refunds,” and she put that bit in bold.

Still not satisfied, I went back…

By this point, I’m apparently talking to myself. Karen has enough of me, do we think?

It seems that yes, indeed, Karen has had enough of me! In steps Samuele with another default Viagogo copy and paste response that relates in absolutely no way whatsoever to my query.

Samuele disappeared and in stepped Niamh.

Fair enough, their terms do say I should be refused entry first. But of course, if I organise transport and accommodation and turn up knowing I am going to be refused, I would have no chance in hell of getting reimbursed from Viagogo for that! So I decide to go back with more logical points:

A little while later…

Another generic stock response and once again, another suggestion from Viagogo that I should pass the dodgy tickets on to someone else…

So I go back again!


viagogo ed sheeran refund thread

Is this progress? They’re going to let me send the letter proving the tickets are invalid?!

Of course, I sent the letter through. And this followed:

viagogo ed sheeran scam suport thread

What that actual F**K?

Viagogo are now claiming that Kilimanjaro Live haven’t told them directly of this fact. Yes, for real.

Megan’s next reply didn’t even include my name….

viagogo ed sheeran refunds

We then went back and forth for a day or two like this, with some more stock responses about how I should resell my tickets blah blah blah.

Then I got another response assuring me the tickets are valid:

viagogo ed sheeran refund support

I got another similar reply and finally I asked them to supply me with evidence to prove that the tickets are valid.

I have had no response.

In fact, I have had no response since 26th July and I’ve since sent 22 messages to them.

I am being ignored. My refund is not being issued.


My bank is currently assessing whether they will issue a refund or whether I need to be actually turned away from the venue before they’ll process it.

What are the options then?

I plan to continue pursuing a refund. Even the experts on BBC Watchdog this week said that Viagogo’s interpretation of consumer law is questionable!

But ultimately, what may happen is that I simply have to go to the gig, get the tickets stamped invalid and then claim my refund afterwards. It might be the only choice I have.

Support and Resources

If you’re in a similar situation of trying to claim a refund from Viagogo, check out for support and take a look at the Victims of Viagogo Facebook Group to speak to others in a similar situation.

Is Viagogo a Scam?

My own one experience of Viagogo has been being sold tickets that are invalid and then being refused a refund because Viagogo still claims they’re valid despite all evidence to the contrary. On that basis, I cannot possibly come to any other conclusion that yes, Viagogo is a scam. A complete and utter con.

8 thoughts on “Is Viagogo A Complete Scam?

  • 4th September 2017 at 5:52 am

    I had same thing happen to me and yes one of them was named Karen. I managed to get a chargeback through my bank but this was after the Judge in the Scottish Sunday Mail did a piece on me and contacted my bank. I have now received an email from Viagogo who are now investigating the chargeback. But he’ll will freeze over before they get to take it back off me again

  • 19th October 2017 at 2:09 pm

    Yes, from what I’ve read through the media and personal reviews/ experiences​, they are a total scam!
    Unfortunately I didn’t read those before I purchased mine.
    But , I bought mine through PayPal, and have lodged a dispute with them. I was assured that if Viagogo haven’t sought to resolve this problem within 11 days, I’d be reimbursed by them.
    And I’m glad to hear that the ACC is taking Viagogo to court!
    The CEO of the company is a millionaire, and doesn’t have any work ethics or respect for his customers.
    The site should be closed down, but people/companies like that will just pop up somewhere else under a different name, never being held accountable for fraudulent activity.

  • 19th October 2017 at 5:49 pm

    Viagogo is the WORST! I bought tickets for the ATP Finals from them in 2016 and paid a service charge of about $35 for the “Viagogo guarantee” and then got an email a few days later that the tickets I BOUGHT were no longer available. (??) So I thought no problem, I have their guarantee that I’ll get comparable tickets for the price I paid but by this time the price had gone up maybe $150 for 2 tickets and they basically told me go ahead and buy them yourself, we’re not going to help. SO I asked what the extra charge for the guarantee was and they told me if I had a complaint send a letter (not an email, a letter!) to their office in Switzerland. I could not believe it – the event would have already taken place by the time the letter was delivered.

    How is a company like this even in business?? I wish we had some choice as consumers as to whom we buy tickets from, these guys wouldn’t even exist in a month.


  • 24th October 2017 at 10:49 am

    It is fucking situation, I have experience recently and I am so heart break, I have purchase $257 dollar for going to Pink concert in New Zealand at Spark Arena, and I have been aware that the ticket is NOT arrive in my place and I have been send an e mail to them, but it is say delievery is fail and they are NOT response my e mail, so I can not refund, it is totally scam and I do agree with all of you as what do you say, my money is gone and it can not get back, VIAGOGO IS CHEAT AND THEY ARE LIE, IT SHOULD BE REPORT AS WELL.

    So how can I report this site, does anyone have idea, we all really need get money back and refund, that is really important.

  • 1st November 2017 at 9:12 am

    I have purchased tickets for SAM SMITH to the value of £267 for 2 tickets as I did not have a seat number I was suspicious so went online only to find out that viagogo were selling tickets they did not even have so have not supplied the product which I have paid for. I immediately contacted the bank they tried to stop the payment going through but were unsuccessful so I have e mailed viagogo and asked for a refund just waiting now

  • 6th November 2017 at 5:01 pm

    is the a class action going on right now? Does any body know?

    Please let me know bc I am ready to start it. Business like this should shot down.

    Leads? Supporters?

  • 11th November 2017 at 3:28 pm

    I just suffered from being scammed by Viagogo. I live in Jakarta & bought 2 Ed Sheeran concert tickets in Singapore for my husband & son. When they got there the tickets were declared not original tickets by the organizers. I could not contact Viagogo to ask for refund. And I just found out after browsing through the internet about their scam. Someone should shut down their business so no other concertgoers fall victims into their fraud.

  • 13th November 2017 at 7:47 pm

    Absolute disgrace! Misleading, fraudsters. They need to be shut down and all their asset’s taken. Karma that’s what I’m hoping for.


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