Had an issue with Ticketmaster? Get a real response.
How to submit a complaint with Ticketmaster
Online Help & Contact Form:
Visit Ticketmaster’s Help Centre and select “Contact Us”. Sign in, choose “Complaint/Feedback”, and submit your details. You’ll receive automatic confirmation via email.
Email (via Form):
Use Ticketmaster’s online form for best results. If unable, email customer.help@ticketmaster.com.au directly, providing detailed information (order numbers, event details, screenshots).
Phone Support:
Call 1300 446 925 during business hours for direct customer service. Be prepared for hold times - digital channels are typically quicker for simpler complaints.
Social Media Channels:
Reach out via Ticketmaster Australia’s Facebook or Twitter (X) accounts. Their support is active weekdays, 9am–5pm AEDT.
Postal Mail (Formal Complaints):
Send written complaints to: Ticketmaster Australasia Pty Ltd, Level 5, 364 Lonsdale Street, Melbourne VIC 3000.
Expect slower response times.
At the Venue or Outlet:
Venue staff may assist during events. However, for post-purchase complaints, digital or phone channels are recommended as retail outlets are not equipped for these issues.
Initial Response Time:
Typically, you'll hear back within a few business days. Mark urgent event dates (within 24–48 hours) clearly in your complaint for priority handling.
Ticketmaster Customer Service Team:
A representative from Customer Care or Fan Support personally reviews your complaint and aims for consistent communication until resolution.
Investigation & Resolution:
Ticketmaster investigates internally, consulting venues or event organisers if necessary, verifying transaction records, and reviewing evidence provided by you.
Common Resolutions:
- Refund or credit issuance
- Ticket re-sending
- Ticket exchanges
- Technical assistance (e.g., account login issues)
Communication with Customer:
Responses are via your registered email, clearly outlining resolution or requesting further information. Prompt replies expedite resolutions.
Expected Timeline:
- Simple issues: resolved quickly (within days)
- Complex issues (refunds, event investigations): may require longer, with regular updates provided
Case Closure:
Your complaint closes after clear resolution or explanation, with follow-up available if you're unsatisfied.
Common complaints against Ticketmaster
Refund Difficulties:
Frequent complaints about delays or confusion in refunds for cancelled/rescheduled events. Refund processes often require persistence and clear documentation of eligibility.
Ticket Exchanges or Changes:
Challenges with changing event dates or seat assignments. Many events have rigid "no refunds/exchanges" policies set by organisers, causing frustration.
Customer Service and Responsiveness:
Common issues include slow response times and difficulty reaching human representatives. Improved self-service tools exist but direct support remains problematic for complex issues.
Fees and Pricing Complaints:
Customers frequently complain about perceived excessive or unclear fees (booking, handling, service charges). Regulatory scrutiny is ongoing regarding transparency and fairness.
Technical Glitches & Ticket Issues:
Complaints about website/app errors during sales, incorrect charges, missing e-tickets, or invalid tickets. Ticketmaster typically corrects these upon receiving proof of errors.
Scalping and Resale Problems:
Concerns about immediate sell-outs and inflated prices on resale markets. Ticketmaster’s own resale practices and scalping issues often trigger customer dissatisfaction.
Complaints submitted through Ajust
I sold tickets through Ticketmaster in November but weeks later I’m still waiting for payment. They keep saying my account details are wrong, even though they’ve been confirmed multiple times. I can’t even access my profile to check, and the constant delays are beyond frustrating. - Katie
I bought tickets for an event in Sydney but Ticketmaster booked them for the wrong venue. Now I can’t attend and have to chase a refund for something that wasn’t my fault. It’s disappointing when a trusted service makes such a big error. - Lynda
A security breach on my Ticketmaster account meant my tickets were stolen. I’m stressed about the event and worried about ongoing account safety. I need my tickets restored and my account properly secured before this happens again. - Madeline
While overseas, I unknowingly bought tickets to a postponed Pink concert. Months of chats and emails later, I’m still waiting on my $1045 refund. The back-and-forth has been exhausting, and now I’ve missed her Sydney show too. - Debbie
How other consumers Ticketmaster complaints got resolved
Missed Event Due to Ticket Issue: A customer couldn't access e-tickets due to system glitches. Ticketmaster verified the issue, refunded the full price, and provided a promotional credit for future use.
Double Charge on Credit Card: A customer reported duplicate billing. After reviewing bank statements, Ticketmaster promptly refunded the duplicate charge within five business days, alongside a formal apology.
Event Rescheduled – Refund Granted: When a rescheduled event conflicted with the customer’s availability, a refund was explicitly requested and granted promptly, including all fees.
Follow Up with Ticketmaster:
Reply to your last email, citing your reference number clearly. Persistent, polite follow-ups can prompt faster resolutions or escalation.
Ask for a Manager:
Explicitly request your issue be escalated to a Customer Service Manager or supervisor if initial resolutions are unsatisfactory. This signals seriousness and can prompt a detailed review.
Utilize Social Media Escalation:
Politely posting unresolved issues on Ticketmaster’s social channels (Twitter or Facebook) can attract quicker attention and resolution.
Contact Live Nation Australia:
For significant unresolved complaints, escalate to Live Nation (Ticketmaster’s parent company) in Australia, requesting their intervention. Use sparingly for serious cases.
Third-party Advocacy Services:
Services like Handle My Complaint can escalate your issue externally, often prompting faster company responses.
Internal Review Timeline:
If resolution stalls, inform Ticketmaster politely of your intention to contact Fair Trading or consumer bodies to encourage faster internal resolution.
Document Everything:
Maintain comprehensive logs of all interactions, dates, and names, strengthening your position if external escalation becomes necessary.
Australian Consumer Law (ACL):
Ticketmaster must adhere to ACL. Clearly referencing ACL rights in complaints (refund eligibility, service not delivered as advertised) can reinforce your case.
State Consumer Protection Agencies:
Lodge unresolved issues with your state consumer agency (NSW Fair Trading, Consumer Affairs Victoria) for mediation and assistance.
ACCC (Australian Competition & Consumer Commission):
Report broader issues (hidden fees, systemic unfair practices) to ACCC. Individual disputes are generally mediated by state agencies.
Live Performance Australia (LPA) Code:
Ticketmaster adheres to the LPA Ticketing Code outlining consumer rights for refunds, event cancellations, and reschedules. Non-compliance complaints can be directed to LPA.
Ombudsman for Events (Limited):
No specific ticketing ombudsman exists; state agencies or small claims tribunals (NCAT, VCAT) handle unresolved disputes.
Small Claims Tribunals:
As a final measure, consider your local tribunal for unresolved disputes, though this is generally for substantial losses only.
- Ticketmaster AU Help Centre – FAQs, self-service, and complaint form access.
- Submit a Complaint/Request (Sign-in required) – Primary complaint channel.
- Ticketmaster Customer Service Number: 1300 446 925 (business hours only).
- Ticketmaster AU Facebook / Twitter (X) – Social media complaint assistance.
- LPA Ticketing Code of Practice (PDF) – Refunds and consumer rights.
- NSW Fair Trading – Event Tickets – Guidance for lodging formal ticketing complaints.
- ACCC Ticketing Advice – Regulatory information and complaint submission for broader issues.
- Handle My Complaint: Ticketmaster – Third-party escalation service.
- Ticketmaster Purchase Policy – Detailed terms for ticket refunds and exchanges.
Ticketmaster Complaints FAQs
How can I lodge a complaint with Ticketmaster for the fastest resolution?
The quickest way is via Ticketmaster’s online Help Centre form. Sign in, select “Complaint/Feedback,” and submit your details for an email confirmation. Including your order number, event details, and any screenshots helps speed up investigation. This direct digital method often bypasses long hold times and ensures your issue is logged with a case reference for follow-up.
What happens after I submit a Ticketmaster complaint?
Your complaint is reviewed by Customer Care within a few business days. They verify records, consult event organisers if needed, and communicate via your registered email. Simple issues can be resolved quickly, while complex cases like refunds or reschedules may take longer. Prompt replies to any follow-up questions can significantly reduce resolution time.
What are the most common reasons people complain to Ticketmaster?
The most frequent complaints involve refund delays, ticket exchanges, poor customer service, high fees, technical glitches, and resale pricing issues. Many frustrations stem from rigid event policies or unclear processes. Being specific, providing evidence, and citing Australian Consumer Law where applicable can strengthen your case and improve your chances of a positive outcome.
How can I escalate my Ticketmaster complaint if it’s unresolved?
Escalate by replying to your last Ticketmaster email, requesting a manager, or posting politely on their social media channels for visibility. For serious unresolved cases, contact Live Nation Australia or lodge a complaint with your state consumer protection agency. Always keep detailed records of interactions to support your escalation and ensure accountability.
You’ve done your part, now it’s time to hold Ticketmaster accountable.
Take the final step and submit a complaint that gets seen and responded to.