Viagogo denies holding back refunds on shows cancelled due to coronavirus

Earlier today (23 July), consumer group Which? published an article in which they claim that a number of customers have struggled to get a refund, even if the event has been completely cancelled.

Which? reports that Viagogo has been claiming that events have been postponed, despite organisers saying the event has been cancelled. The ticketing site is also apparently not offering refunds for cancelled 2020 events where tickets can be used for a 2021 event.

Which? notes that Viagogo published a new COVID-19 policy on its site which includes a new term. The site states "If the event organiser is offering vouchers or tickets to another event – you do not have to do anything. We will contact you. You will be entitled to a voucher or tickets to another event." This term makes it difficult for festival-goers to get refunds for events cancelled until next year, as the majority of festivals are allowing 2020 tickets to be carried over to next year's events.

The BBC reports that Viagogo has since denied claims of withholding refunds. The ticketing site told Newsbeat that Which?'s claim is "fundamentally inaccurate".

A spokesperson for Viagogo said, "Viagogo issue refunds for cancelled events, so what Which? is claiming is fundamentally inaccurate."

They add, "Which? are describing customers who have tickets for postponed events. Tickets for postponed events are still valid and therefore customers are not entitled to a refund per our terms and conditions. This has always been our policy and predates the pandemic. We understand that event changes may be disappointing for customers however, they are always able to relist their tickets if they are unable to attend the new date."