Awful platform - safer buying off a random on Facebook at this point
I used TicketSwap for years and genuinely thought they were a trustworthy company. Unfortunately, my experiences over the last two years have completely changed my opinion.
Firstly, I was sold a fake ticket through their platform, which was incredibly disappointing. Despite that experience, I decided to give TicketSwap another chance and purchased tickets for a festival in July.
The festival was then cancelled because the artist was unable to obtain the required visa. TicketSwap clearly states on its website that sellers do not receive the money until after the event. I have also sold tickets through TicketSwap myself, so I know firsthand that the seller is not paid immediately.
Despite this, TicketSwap refused to refund me directly. Instead, I was told that I needed to provide my bank details to the seller through their chat system so that the seller could supposedly refund me personally. I was not comfortable putting my bank details into a chat with a stranger, particularly when TicketSwap themselves were holding the payment in the first place.
I raised a complaint and repeatedly contacted their support. The seller was completely unresponsive, which was hardly surprising considering they had never received the money from TicketSwap anyway. I opened support chats almost every day trying to get the issue resolved, only for them eventually to be closed by what appeared to be an automated bot without any meaningful resolution.
I have wasted just shy of £500 on festival tickets through this platform. The reason I used TicketSwap was for the added security and reassurance that, if something went wrong—such as an event being cancelled—I would be protected. However, when the festival was cancelled, TicketSwap completely washed its hands of the situation. I may as well have bought the tickets directly from a seller on Facebook for less money.
There is no useful phone number to speak to somebody, communication has been appalling, and even the email customer service has been awful.
For a company that positions itself as a safe way to buy and sell resale tickets, the lack of responsibility when something goes wrong is shocking. The security I thought I was paying for turned out to be meaningless. After years of using TicketSwap, I would now never trust them again.
Disgusting customer service and an incredibly disappointing experience. I would strongly advise people to think twice before buying through this platform.