My husband and I purchased tickets a while ago to see London Grammar at the O2, London on 14th November. As we live a distance from London, we had a hotel booked and transport organised. The order number was 1015385789.However on 11th November my husband suffered a life threatening sudden cardiac arrest at home where statistically only 8-10% of patients survive. I performed CPR without any training before the ambulance arrived. He then suffered three more cardiac arrests in hospital over the next three days while he was in hospital. His heart stopped each time so he had to be shocked and had extensive CPR which led to three cracked ribs, damage to his sternum and aspiration pneumonia so he was in hospital for a considerable time.During that period 12th - 14th November I tried together with our youngest daughter to contact AXS multiple times. The telephone lines were closed and we were referred on line to your website but could only make contact with ‘BOTs’ which proved frustrating as we went round in circles and we were then unable to speak to a human being.In desperation our youngest daughter also wrote to the O2 seeking their assistance, they wrote a very sympathetic note back but redirected her back to AXS.We subsequently emailed AXS Customer Services twice but apart from an automated acknowledgment, we are still waiting for a reply and a resolution.In these exceptional circumstances a gesture of goodwill will be much appreciated notably a refund or concert vouchers as £157.70 is far too much money to lose.Please can you kindly show some compassion and understanding as this has been an extremely traumatic and worrying time for me which is being compounded by AXS’s intransigence. My husband now has an ICD fitted.I look forward to hearing from you.Julie in Dorset
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AXS is a digital marketing platform for purchasing tickets for sports and entertainment events in the US, and overseas.