Review Time
I had an issue regarding an incorrect date being booked for the ABBA Voyage show as part of a birthday present for my mum on behalf of my dad. As my dad is in his 70s, he had some confusion with the date needing to be booked. Amy, the lovely customer service agent that was dealing with my query, responded and resolved my issue very promptly and without hassle. Both myself and my dad are very greatful for the service provided and could not rate the process any higher. Thank you again Amy!
Overall the selection section was fine and clear. When payment screen appeared I chose PayPal and successfully logged though to pay for tickets, booking fee, admin fee, transaction fee etc.. once continued off the payment screen it then asked if you wanted ticket protection to which I answered yes (yes another fee!) so it then showed all details again and had to agree to T&Cs like normal. When hit complete transaction I got an error due to payment method. Thought I may need to approve the transaction so checked my bank account to find that the price of the ticket and all fees had already been debited. I tried several times to put the final Confirmation through and even selected No to event cover so the cost was what had been taken already. I was then kicked out for too many attempts on that payment method… Still had £155 out of account and no tickets. Tried again to see if the seats I had been allocated were now gone and I had to wait for it all to process. No, seats were showing available still, money still gone from account. This is where the frustration really kicked in. Trying to contact AXS… helpful faqs… no use… helpful BOT…. No, advised to wait 24 hours… Any phone numbers… no… any human via BOT… no… £155 still out of account. Tried various other ways to contact AXS but BOT could only suggest I contact First Direct Arena directly. All I could get were email addresses - very helpful for time critical circumstances. What I thought would be an exciting few mins to book a couple of tickets turned out to be the most frustrating 30 mins of my life…Please please please have a human to hand for issues like this…**update 14 August 2025 - AXS reached out directly following this review and requested further details of my experience. Joe was helpful and used my examples to delve deeper into the issues I encountered. His expectation is that this could lead to improvements in their processes and how the workflow for payments are handled. He was also apologetic over the fact I could not speak directly to an agent and also suggested he’d look into the T&Cs of the event insurance provider. From a follow up perspective this is a positive step and greatly appreciated. Whether these improvements come to fruition only time will tell but hopefully my feedback does improve peoples experience going forward. To use the Leeds FDA AXS is their ticketing partner so any future events I’ll have to use them. Whether I’ll use the same payment method and whether I find a totally different booking experience only time will tell. Thanks to Joe though for reaching out, listening, requesting examples and his follow up was greatly appreciated.
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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
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