Viagogo are one of the biggest, and certainly the most controversial, secondary ticket online marketplace around. Despite being based in London with headquarters in Switzerland, it was founded in 2006 by American Eric Baker (who interestingly also co-founded Stubhub), and make a significant chunk of their profits in the US.
While, generally speaking, Viagogo are reliable in the sense that tickets purchased on the platform are as likely to be legitimate as tickets bought from other platforms, they are infamous for some dodgy sales techniques and horrendous customer service. We at Football Tix published this review to provide our users with as much information about Viagogo as possible so that you can make an informed decision on whether to buy from them or not and, if you do, know what to expect next.
TL;DR: Pros and Cons
- Secure payment methods
- Huge selection of tickets
- Reliable ticket seller
- High, hidden booking fees
- Horrendous customer service
- Dodgy sales techniques
Is Viagogo Legit?
Or, in other words, if you buy tickets on Viagogo can you expect those tickets to arrive in good time before the event, and be official, valid tickets? The answer to this question is yes. We wouldn’t have listed their tickets on our website otherwise.
The likelihood of tickets purchased on Viagogo being official tickets is as high as that likelihood for any other trustworthy ticket marketplace. We feel that it is important to make this clear, before proceeding to discuss some other aspects, some of which are questionable and controversial.
Ease of Use
Generally speaking, finding the event of your choice on Viagogo is easy, and their lush interactive maps allow users to easily select the seats they want. It is not required to sign up in order to purchase tickets, as opposed to some of their counterparts, like Stubhub. E-tickets are available for the vast majority of events, and multiple payment options are available.
On the flip side, there are some very unpleasant aspects to Viagogo’s interface, which are the source of much of the controversy and criticism the platform receives. For a start, the site uses some very dodgy techniques to put pressure on its users to purchase tickets. These take the form of long queues, pop ups warning users that tickets are about to run out, and fake listings that disappear right in front of your eyes as you scroll through. To make things worse, fees get added up as you proceed further into checkout, making it deliberately hard to understand exactly what price you will be expected to pay.
What if something goes wrong?
One important metric for the quality of a ticket marketplace is how it handles changes to events after tickets have been sold, such as postponements and cancellations. This had become particularly relevant during the current pandemic, which forced thousands of live events worldwide to be cancelled.
Technically, Viagogo offer a 100% money back guarantee should anything go wrong. It is important to understand, however, that there are caveats to this. When an event is postponed, for instance, as many events were in 2020, Viagogo are unlikely to offer a refund before a new date is announced. They do this because tickets for the new date will still be valid – though, crucially, you are still within your rights to demand a refund for a rescheduled event.
Additionally, customer reviews paint an ugly picture when it comes to requesting refunds, or any kind of assistance for that matter. Viagogo are notoriously hard to get a hold of, and even harder to get a helpful resolution from.
If you do have to contact Viagogo’s customer support, visit their customer support page. It lists support phone numbers for every country they operate in, as well as links for FAQs and for chatting with customer services online.
The Bottom Line
To summarise, Viagogo are without a doubt one of the biggest and oldest ticket marketplace around. You can always expect to find tickets for your event of choice on the platform, and you can rest assured that those tickets are 100% legitimate. However, should any problems arise, if you are lucky you are likely to have a very frustrating experience trying to get any sort of help, and if unlucky find yourself not getting any help at all. Our recommendation is therefore to always try to find tickets elsewhere, and turn to Viagogo as a last resort.
Have anything to tell us about your experience with Viagogo? We (and other customers) would love to hear from you in the comments section.