Need to contact Ticketek and make sure they reply?
Ticketek customer support overview
Ticketek is Australia’s leading ticketing agency for live events, and its customer support is primarily online-based with limited phone support:
- Online Help Centre & Email Support: Submit requests via the Ticketek Help Centre.
- Phone Support (Limited): Available only for accessible seating bookings at 1300 665 915.
- In-Person Support: Ticketek agencies offer assistance at selected locations.
- Social Media Support: Limited responses via Facebook and Twitter (@Ticketek_AU).
Common Ticketek customer issues and complaints
1. Difficulty Contacting Support
- No general customer service phone number.
- Customers report slow or no responses from the online contact form.
2. Refund & Cancellation Issues
- No refunds or exchanges for change of mind.
- Refunds only for cancelled or rescheduled events.
- Customers experience long delays in receiving refunds.
3. Ticket Delivery Problems
- E-tickets sometimes fail to appear in accounts or emails.
- Customers report issues retrieving lost or missing tickets.
4. Website & Technical Issues During Sales
- High-profile events often lead to website crashes and long wait times.
- Users sometimes face checkout errors and duplicate charges.
5. Event Rescheduling & Changes
- Rescheduled events may not offer automatic refunds.
- Customers must apply within a deadline or risk losing refund eligibility.
How to contact Ticketek customer support
1. Online Help Centre (Primary Support Option)
- Visit the Ticketek Help Centre.
- Choose the relevant topic (e.g., Refund & Payment Enquiry, General Inquiry).
- Fill out the support request form with your booking reference and issue details.
- Receive a confirmation email with a reference number.
- Wait for a response via email (response times vary).
2. Phone Support (Accessible Seating & Group Bookings Only)
- Call 1300 665 915 for accessible seating inquiries.
- Available Mon-Fri, 9am-5pm AEST.
- Group bookings may have separate contact details via the Help Centre.
3. Ticketek Agencies (In-Person Assistance)
- Visit a Ticketek agency at selected venues for assistance.
- Agencies can help with ticket purchases, reprints, and general inquiries.
- Check availability on the Ticketek Agency Locator.
4. Social Media Support
- Twitter: Tweet @Ticketek_AU for urgent inquiries.
- Facebook: Message the Ticketek Australia Facebook page.
- Social media support is limited, and customers are usually directed to the Help Centre.
5. Event Organiser/Venue Contact (Last Resort)
- If Ticketek is unresponsive, customers may contact the event venue or promoter for assistance.
- Some venues can verify bookings or escalate issues internally.
Ticketek key customer policies: refunds, returns, cancellations and more
1. Refund & Exchange Policy
- No refunds for change of mind.
- Refunds are available only if the event is cancelled or rescheduled.
- Customers must apply within the refund deadline (usually 72 hours before the new event date).
2. “Refundable Tickets” Option
- Customers can purchase Refund Protect for an additional fee.
- Refunds under this policy require documentation (e.g., medical certificate for illness).
3. Lost or Stolen Tickets
- Customers can re-download e-tickets from My Ticketek account.
- Physical tickets may be reissued at venue box offices (fees may apply).
4. Ticket Transfer & Resale Policy
- Some tickets can be transferred to another person through the Ticketek app.
- Certain events offer official resale platforms (check individual event pages for eligibility).
5. Event Cancellations & Reschedules
- Cancelled events: Refunds are processed automatically.
- Rescheduled events: Customers must request a refund within the given deadline.
- Significant venue changes may also qualify for refunds.
6. Fees & Charges
- Service & transaction fees are non-refundable unless Ticketek cancels the event.
- Ticketek does not cover additional expenses (e.g., flights, hotels) if an event is canceled.
Ticketek complaints submitted through Ajust
I emailed, filled out the refund form, and followed all instructions, but weeks passed with no update. Trying to speak to someone felt impossible, and I never got a clear response from support. - Ann
My account was hacked and I’ve emailed, called, and even went to a Ticketek booth - no response. All I want is for my tickets to be sent to my new account. It feels like no one is listening. - Jacob
I needed to print PDF tickets for an elderly group and couldn’t get help from Ticketek. The site sent me in circles and no one would respond. I was running out of time and options. - Lesley
I’ve contacted Ticketek multiple times about missing payment for sold tickets - no replies, no update, just silence. It’s impossible to reach a human or get any sort of answer. - Georgia
Recent experiences with Ticketek customer service
Unresponsive to Urgent Issue (Negative Experience)
A customer purchased tickets but never received the confirmation email. They submitted multiple support requests but received no response before the event. Luckily, the venue’s box office reprinted the tickets, but the customer was frustrated with Ticketek’s lack of communication.
Refund Battle for Rescheduled Event (Negative Experience)
A concert was rescheduled, and a customer applied for a refund well before the deadline. They waited weeks without a response. Eventually, the refund was processed, but it took nearly two months, causing financial strain.
Accessible Booking Assistance (Positive Experience)
A customer who required wheelchair seating called the accessible bookings line (1300 665 915) and had a great experience. The agent was helpful and ensured companion seating was included.
Official Ticketek Customer Service Links & Contact Information
- Ticketek Help Centre: Help & Support
- Submit a Request: Support Request Form
- Accessible Seating Bookings: Accessible Bookings Info
- Ticketek Terms & Conditions: Refund & Exchange Policy
- Ticketek Agencies (In-Person Support): Find an Agency
- Ticketek Social Media: Twitter (@Ticketek_AU) | Facebook
- Live Performance Australia Ticketing Code: Consumer Ticketing Rights (LPA)
Ticketek Contact FAQs
Why is it so hard to get a response from Ticketek customer support?
Ticketek doesn’t offer general phone support, and its online help form often goes unanswered. Many customers report long waits or no reply after submitting tickets through the Help Centre. If your issue is time-sensitive, going through the venue directly or using a service like Ajust can help you cut through the silence and get a faster resolution.
Can I get a refund from Ticketek if my event changes or I can’t attend?
Ticketek only gives refunds if an event is cancelled or officially rescheduled. Change-of-mind or personal circumstances aren’t covered unless you bought Refund Protect-and even then, documentation is required. Always act fast: refund deadlines usually close 72 hours before the new event date. Don’t miss your window to apply.
What should I do if my Ticketek e-ticket hasn’t arrived or disappeared?
First, check your My Ticketek account and spam folder-missing e-tickets often land there. If it's still gone, re-download from your account or visit the venue box office on event day. If you're getting no response from Ticketek support, a consumer help platform like Ajust can help escalate the issue and retrieve your ticket.
How can I actually speak to someone at Ticketek?
Phone support is only available for accessible seating-there’s no general customer line. If you're stuck in chatbot loops or being ignored via email, your best shot is contacting the event venue or using a consumer advocate like Ajust to push for a response. Don’t waste hours-go where someone will actually listen.
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