uk

AXS has a very difficult and discriminatory system for wheelchair accessible tickets

I will start by saying that Lennox, the guy I finally dealt with was great. I would give him 10 stars if I could. AXS though… 1. In July I wanted to attend Santana’s concert at O2 Arena in London. I’m a wheelchair person so I go on AXS app and it actually doesn’t let me see if there are any wheelchair accessible tickets available, unless I have a Nimbus card. (This card costs £15 and it is not compulsory in the UK, where I live). So I apply for it, I have to disclose medical documents and embarrassing details about myself, I pay the fee, I get the card’s ID in email and I try again on the AXS app. Repeatedly! Still don’t have access to see if there’s any availability. This went on over a couple of days. I will go briefly over AXS costumer service contact options as there was no phone number at all and no email address, just some online contact form. The venue was stating that all accessible tickets are to be dealt with exclusively by AXS! Meanwhile, the rest of the people (non disabled ones) could buy tickets straightforwardly in 2 minutes. My issue started to become time sensitive as it was the week before concert and I needed to organise transport and accommodation which is also difficult in my condition. When I finally got a reply through the contact form, it turned out that it was a glitch in the app and it’s been sorted, also, I’ve got a new Nimbus card number. Finally I manage to access the section with wheelchair accessible tickets and buy 1+1. On the night of the concert, the steward at the arena points our seats, which are step free access, but no wheelchair accessible. We had to wait on the hall for almost 1 hour to be seated somewhere (in a great place, I admit that). Booking number 10168990012. I started to look on the AXS app months ago for wheelchair accessible tickets for Lindeman’s concert at OVO WEMBLEY’s Arena. It kept showing that there aren’t any, but to keep looking. I could see the AMEX terrace still has some tickets available and in O2 arena that was wheelchair accessible, so I pushed my husband to get an American Express credit card. Once I got it, I contacted AXS through the contact form to enquire if the AMEX terrace is wheelchair accessible and if I could buy a 1+1 ticket there (by law, in the UK, I get free access for my + 1). I was ready to pay 5 times the price of a regular ticket (which there were still plenty available, but I needed wheelchair access). Maria from AXS let me know that she escalated the matter to the venue and will get back to me. 24h later I get an email to rate AXS and Maria regarding how they solved my issue. They haven’t! I go on the venue’s website and, unlike in the previous case with O2Arena, I find a phone number which is supposed to help with wheelchair accessible tickets (like the old fashioned pre AXS way). I phone there, Lennox answers. He’s able to tell me thar AMEX terrace is not wheelchair accessible at this venue, but he finds immediately a regular price accessible ticket for me, and I buy it. Lennox, thank you from the bottom of my heart and I apologise for the rating, it’s for the poorly managed AXS company. My surprise came when I got in email a link to the AXS on Trustpilot to rate my experience with Lennox. So both Maria and Lennox work for AXS, but one has been contacted through AXS contact form and the other through a phone number on the venue’s website. One had no idea about the layout of the venue and tickets available, the other could give me information about the (lack of) accessibility on AMEX terrace and could find and sell me an accessible ticket (1+1) that was not shown on the AXS app!!! Booking number 1031613824. AXS manages the wheelchair accessible tickets with the greatest carelessness and incompetence in a very discriminatory manner and I will bring this to the attention of anti-discriminatory organisations.

Date of experience: Sep 10, 2025