What is my legal position regarding refunds in this particular case?

Question

I bought 3 tickets to a concert which was in June. Just after purchasing them I was diagnosed with heart conditions, and surgery was booked for time of the concert. I was the only one with a driving license, so none of us would have been able to attend.

After phoning the helpline I was told that if I sent a letter explaining my situation then I should be able to get a refund on the tickets as it was an exceptional circumstance. I did this, and around a week later was told that my letter had been received and my request for a refund was being dealt with.

I have now been told that my letter was never received and nothing was done about my enquiry, and so can't understand why this has apparently changed. It seems that either I was lied to about my letter having been received in the first place or am being lied to now about it not having arrived. I have been offered tickets to a future show, but feel I should still be entitled to a refund as I was told this was the case at the start.

Answer 1

Sorry but you have no proof of a telephone conversation, so I would accept the new tickets. Why do you not want them anyway???

I always do these kind of things in writing, as often people get amnesia afterwards!! Even if by email I keep a copy. I dont think you have a leg to stand on as on the actual ticket it states clearly their terms, so accept the new tickets (you could always try and sell them to someone else)

Answer 2

"I did this, and around a week later was told that my letter had been received and my request for a refund was being dealt with."

Told how? Phone or letter? If they wrote to you saying that then they are obviously lying further down the line. If you phoned up saying "Have you recieved my letter?" then I'm afraid that isn't proof.

Did you send your letter recorded or special delivery so you have proof of receipt? Did you enclose the tickets as proof you no longer wanted them?

Answer 3

Unless you have proof that they received the letter there's very little you can do. Take tickets for another show.

Answer 4

I understand your situation.

however they offered you tickets to a future show, which is more than most other venues would offer. take that offer and leave it at that. there isn't any further action you can take.

sorry, best wishes