Ticket transaction fee is absolutely…
Ticket transaction fee is absolutely brutal (20%) and doesn't appear till the very end when you confirm your tickets. In fact it appears at the very last point, after theyve told tou the final price, after you have inserted your credit card details, after you have confirmed your credit card details and after you have finished the final step. Comple all that, click next snd the Confirm Tickets screen has a Pay button. Below that, if you look carefully, you will see that your final price has now increased by 20%. You miggt wonder why and youll seebthat in small font, smaller than every other line is a 20% fee charge. Between that step and the next screen which pops us with a PAY button first, below the pay button they insert fees of 20% and do so in the smallest font.
At this point you might feel agreieved and raise this with the. They will direct you to their established page on why your final price didn't match every other price throughout the process. They'll even send you a 30 second video explaining how transparent their fee process is. The 20% fees appear at 29.2 seconds in that video.
There is no mention of their 20% fees throught the process. As they have indicated in their response below, they believe their fees are appropriate because of the arrangement they do. This maybor may hot be true depending on your view. But they clearly dont back it enough to put the fees up front or throughout the process, or even in the same size font as eveything else.
To then rub salt in the wound they don't tell you that they'll send you the tickets at any point between now and when the event is, maybe even on the day of the event, or a few hours beforehand. So you have their email that your tickets will 'totally' turn up just in time that you go to a big event. What you will get is a range of emails encouraging you to buy more tickets from and emails that your tickets are totally safe and will totally turn up.
I do not doubt that everything is in line with their terms and conditions. And if you have to hide behind your terms and conditions then that says everything you need to know.
Reply from Hellotickets
Hello Roger,
Thank you for taking the time to share your feedback.
At Hellotickets, we provide access to hundreds of tickets at the best available prices. We connect you with dozens of suppliers across different countries and work hard to ensure you have the best possible experience before, during, and after your purchase, right up to the entrance of the venue or the start of your activity. With this in mind, our service fees are actually quite modest and ultimately reflect the work we do to make that experience possible.
In addition, information about our service fees and ticket delivery is clearly available to customers throughout the purchase process.
We appreciate you taking the time to leave us a review.
Kind regards,
The Hellotickets Team