I raised concerns about the incorrect fixture date of a match immediately after purchase: I received no meaningful response for weeks, which caused concern. Eventually I lost faith and asked for my Right to Reject. During that period, I was repeatedly sent automated emails demanding action by completing 'the form', while my questions went unanswered.
However, the online portal does not work if you do not have all information, for example 2 participants were minors and did not have passports. I could not complete this field in the form, therefore could not submit. Customer service was absolutely awful and dismissive. The situation arose entirely due to Hellotickets’ failure to engage within a reasonable timeframe, not due to any action or inaction on my part. Hellotickets referenced terms and conditions as a reason why I was unable to have a Right to Reject, however, UK consumer law requires that services be delivered with reasonable care, skill, and timeliness. In this case, that standard was not met. Eventually 5 digital tickets arrived the day before the match with 5 random names. The whole process was not good for me and I would not use this provider again. I was also heavily out of pocket!
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