Industry News

Viagogo refunds customer following website glitch

Viagogo has refunded an Ed Sheeran fan who accidentally paid about £1,300 (€1,524/$1,630) for three tickets to the music star’s tour.

Charlotte Duckworth said that the secondary ticketing website initially told her that she was not due to receive a refund.

However, 21-year-old Duckworth, who contacted the Newsbeat programme on UK public-service broadcaster the BBC about the problem, has now received her money back.

Viagogo acknowledged that Duckworth had been caught up in an online glitch and said that anyone else affected by the issue would also receive a refund.

“We were made aware of a brief issue on the website which affected a small number of orders, which meant that although the total price was displayed at the point of purchase, it was not clear during the purchase process,” a Viagogo spokesperson said.

Viagogo’s website states: “It’s not possible to cancel or exchange tickets once a purchase has been made as orders are considered final.”