Subject: Thank you for contacting viagogo
From: "viagogo" <[email-masked]>
To: [email-masked]
Date: Sat, 11 May 2019 03:01:01 +0000 (UTC)

Thank you for contacting viagogo.

We will respond to your query as soon as we can.

In the meantime, please click here to find the answers to the most frequently asked questions.

To get the latest status of your tickets or ask 'where are my tickets?', you can Track Your Order at any time. All the information we have about your order is shown here. Please do not contact us for a status update, as we will not be able to provide any further details.

If you have submitted a case relating to the viagogo guarantee:

your message will be reviewed by one of our customer support specialists and we will be in contact with you within 24 hours. Please note that if you are contacting us using an email other than the email you use for your viagogo account, we may require further information from you to locate your account and order details.

Please ensure that your phone number is up to date as shown in your ‘Account Settings’.

Should any additional information or documents be required to assist with the processing of your case, we will request these. Following investigation, we will contact you with the outcome within 20 working days.

Depending on the outcome we will contact you with a decision and reason(s) as outlined in the viagogo guarantee and terms and conditions. The most efficient way to contact us regarding any issue is to log in to your account and click on 'Contact Customer Service' within your order.

What is the viagogo complaint handling process?

viagogo values its customers and aims to provide a responsive and efficient process for handling customer complaints.

If you have a complaint about viagogo’s service, please contact the customer service department. The fastest way to contact us is via our Help Centre, using the online contact us form. We will ask you for information about your complaint as you fill out the form, (e.g. the order you are contacting us about, the nature of the issue) which helps us to direct your inquiry to the right person to assist. You can also contact us via email and telephone. More details are available here

We aim to respond to all inquiries within 24 hours

Inquiries related to events in the next few days are prioritised

In certain instances, our customer service team may require further information to resolve your issue and will respond to you by email. Should we need to discuss your inquiry with you, one of our customer support agents may call you on the phone number registered to your account. Customers submitting a contact related to the viagogo guarantee may be required to complete an online Form and provide additional information in order to proceed. Forms must be completed within 10 working days of receiving them

Once a form is submitted, this is what happens next:

Your case will be reviewed by one of our customer support specialists and we will be in contact with you within 24 hours. Please ensure that your phone number is up to date as shown in your ‘Account Settings’.

Should any additional information or documents be required to assist with the processing of your case, we will request these.

Following investigation, we will contact you with the outcome within 20 working days.

In the event you are unhappy with our decision and wish to take your complaint further please send your correspondence to [email-masked]

Our customer support helpline is 020 3137 6080 (UK) or +44 20 3137 6080 (outside UK). You will need to enter your order ID when prompted so please have this to hand before dialling.

Postal Address: viagogo AG, Rue du Commerce 4, 1204, Genève, Switzerland

This email was sent by viagogo AG and may contain confidential or privileged information. If you are not the intended recipient, please delete the message, attachments, and notify the sender. viagogo AG is registered in Switzerland under number CH-270.3.014.628-0. Address: viagogo AG, Rue du Commerce 4, 1204, Genève, Switzerland. Note: this address is not the Customer Service address. Any postal mail sent to this address will take a minimum of 14 days to reply, so please use the contact us link for a quicker response. For Customer Service enquiries, please visit our help centre.