I spent £757 on three VIP tickets back in November 2024 for a concert happening tomorrow (October 11th, 2025) — and my order still doesn’t show on the app or website.I contacted customer support twice this week and spent over an hour on chat today with an agent. Despite being told multiple times that “the team is finalising the tickets” and that I would receive them “by yesterday,” nothing has changed.I was also told I would receive logistics details 3–5 days before the concert, but when I asked, the agent just said to “check within 24 hours of the event.” That’s not acceptable for a purchase made almost a year ago.I now have no tickets, no order showing, no email, and no reliable communication — just copy-and-paste responses and empty promises.This is not even about the ticket being VIP, even for the cheapest ticket available this is anything but professional. Extremely disappointing and stressful experience.Update: a representative reached out and now I have received my tickets. Hope this incident can help them evaluate and change their processes so other customers don't fall into the same situation
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Lead ticketing agent for The O2, OVO Arena Wembley, AEG Presents and more. Website - www.axs.com/uk + Customer Services - https://support.axs.com/hc/en-gb
