Review Time
I just returned from Miami after using On Location for the first time, and it was a first-class experience. The customer service was outstanding, and the entire process was stress-free. The package pricing was also more cost-effective than booking everything separately, and I would definitely use them again in the future. Go HOOSIERS!
Steve Furgal is the perfect host for this type of experience. He knew just the right places to go to ensure that his guests had an amazing experience. Can’t say enough positive things about the AO tennis tour. Would gladly go on another Steve Furgal trip in the future.
THIS COMPANY WILL TRY RIP YOU OFF. Purchased a travel package for the 2026 CFP Championship in Miami. My friend and I were on a conference call. We had the same package in our carts: 2 hotel rooms + 3 game tickets. The check box to include game tickets was tiny and sort of hidden. Ticket prices were even smaller and in a lighter font. Confirmed he had it checked. Price was around $8600-ish with game tickets included. Shopping cart included hotel and game tickets. He clicked to purchase. Order confirmation appeared for $6885--WITH NO GAME TICKETS INCLUDED. They just disappeared from the order. We placed the order moments after the end of the Peach Bowl. Ticket prices skyrocketed with in the hour. When I could finally get through to On Location customer service the rep claim "all sales are final" and nonrefundable. So we are each paying $2200 for nothing and get watch the game from home. This company is a total scam. Don't fall for it. We booked our Rose Bowl game tickets ala carte. No problems. Suggest you do the same and avoid this company. RE: reply from OnLocation. There is no confusion. i explained to your customer service rep on the phone. They would not let us cancel the incomplete package that did not include the tickets we ordered. That is clear fraud. We just want to cancel reservations we cannot use.Your D- rating on BBB is well deserved. The lame response here shows how shady this company is. Save yourself and book on your own.
I recently interacted with onlocationexp.com, and unfortunately, my experience was far from satisfactory. The website itself was easy to navigate, but the customer service left much to be desired. Responses were slow, unhelpful, and lacked any real effort to resolve my concerns. It's frustrating when a company doesn’t prioritize customer support, especially when you're relying on them for important matters. I expected more in terms of both service and communication.Would not recommend based on my experience.
I discovered On Location through an official NFL advertisement, which made me believe they operated with NFL-level standards. When speaking with the sales representative, I clearly stated that I only wanted tickets at face value and did not want any additional perks at extra cost. I was told that the pre-game party “comes with the tickets” and that I “might as well take the added party” since it was presented as free. I was also told that I had exclusive presale access and would lose access to these seats if I did not purchase immediately. Although the price felt excessively high, I trusted the representative because On Location claimed to work directly with the NFL.As the game approached, I checked prices online and discovered that comparable seats were nowhere near the price I was charged. I immediately contacted On Location. My concerns were acknowledged by the first representative, who said a supervisor would call back. No call came. Over the next several days, I was told three different people (including Victoria Daly and Ashley, Director of Guest Services) would return my call—none did. I had to call multiple times before finally reaching Ashley, who refused to acknowledge the sales misrepresentations. She said she would look into compensation but never followed up. When I called again, she offered to send apparel, which I never received.Despite their marketing that they “make your experience easy,” the opposite happened. We traveled internationally to Madrid, and On Location did not release our tickets until only hours before the game. For nearly two days prior, we were told they were “waiting on the NFL,” which made us fear we were being scammed. We spent much of our trip refreshing the ticket portal instead of enjoying our time.The pre-game party was also disappointing. Bars ran out of drinks, food quality was poor, and the event ended early, forcing guests into a long entry line at the stadium. We waited over an hour in the cold and nearly missed kickoff. A company of this scale should anticipate stadium delays and plan accordingly.The most unacceptable issue was that On Location gave us the wrong tickets. I specifically purchased seats on my team’s sideline, yet we were assigned seats on the opposing team’s side. After paying a premium price based on misleading information and being told perks were “included,” distributing the wrong tickets is inexcusable.In summary, the experience included:• Misrepresentation of “face value” pricing• High-pressure sales tactics• False statements about included perks• Multiple ignored call-back promises• Extremely late ticket delivery• Poor quality pre-game event• Incorrect ticket locations• Failure to deliver promised apparelI was charged $2,890 for the wrong tickets and a mediocre Pre-Game party.
We had the worst experience attending the NFL game at Bernabéu Stadium on November 16. My wife is recovering from a fractured foot and uses an orthopedic boot and manual knee scooter mobility aid. Our tickets said to arrive early for mobility accommodations, so we were in line by 2:30, a full hour before kickoff.It took over an hour to enter. Fans were pouring in from all directions, police were overwhelmed, and there were no ropes, markings, barriers, or signage (in English or Spanish). The line barely moved; we would stand still for 10 minutes at a time. My wife even scootered up and down the line trying to find disability check-in because none existed. Only after kickoff did police finally organize the crowd and got things moving (security was a joke at that point as well).We reached our assigned entrance at gate 23 about 15 minutes after kickoff. We asked staff about disability accommodations and they sent us to gate 40. Gate 40 was surprised to see us, made us wait another 10 minutes, then sent us all the way over to gate 1, saying they had secured the last two disabled seats in the stadium. We were also told it was our fault for not alerting them earlier, even though the tickets gave no contact info and explicitly told us to arrive early, which we did.The disability seats turned out to be five feet from a packed concession stand. People constantly squeezed in front of us and literally stepped over my wife's injured foot. It was dangerous and stressful; we couldn't watch any of the game because we were shielding her from the crowd. The staff we flagged down were unable or unwilling to help. Something as simple as a rope or traffic cone would have solved the problem.Fearing someone would re-injure her, we left and returned to gate 23. We were then told we couldn't bring the scooter inside or store it anywhere. The official stance—repeated multiple times by staff and security—was: "Go back to the dangerous area, throw out your $150 medical device, or go home."We were in line an hour early so we could be accommodated. We followed all the rules and did what we were told and were gracious, and because of that we were put in danger and disregarded. It was around this point the tears started, and in the five years I've been with my wife I have never seen her so crushed and upset. We were exhausted. We had been pleading for an hour, trying to make due, and being stonewalled every step of the way.We were directed yet again toward gate 1, where someone finally pointed us to gate 6, where we found Paul—our guardian angel. I didn't catch his official title, but his work involved accessibility aid. He made one phone call and arranged to store my wife's scooter in his office so we could go to our original seats. We finally got to watch the game, just in time for halftime. At least we could enjoy the second half without fearing further injury.I still don't understand why it took pleading with 15–20 people and being sent back and forth across the stadium to find a solution beyond “too bad, go home.” The tickets were expensive, we followed all the rules, arrived early exactly as instructed, and stayed polite despite everything. For an NFL-hosted event at a stadium that handles massive crowds regularly, the lack of accessibility support, coordination, and basic safety was shocking.I have reached out to Real Madrid, who said they're not at fault and I should talk to TicketMaster and NFL. TicketMaster said it isn't at fault and I should talk to Real Madrid and NFL. NFL Support said they're not at fault and I should talk to On Location Experiences. And On Location Experiences said they're not at fault and I should talk to NFL.RESPONSE TO REPLY: we received our tickets through Stubhub. Real Madrid's official reply to me was "Although the event was held in the Santiago Bernabéu Stadium, the Club does not manage it. You should contact the organizer: [support at nfl]". NFL Support official reply was "For any information or feedback regarding NFL EVENTS such as the Draft, the Hall of Fame Enshrinement, the International Series games, the Pro Bowl, and the Super Bowl, NFL Experience, go to NFL On Location at [onlocationexp /nfl]." So this was a problem on many issues, with all parties pointing fingers and nobody actually helping.
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