If you've got a problem with a booking

When you buy tickets for a concert or event, you might be doing it months in advance so you might need to change the date later on or cancel all together. Or you might have a bad experience and feel like you deserve a refund or some compensation – such as poor sound quality or an event that didn’t go ahead. But some companies don’t make their processes easy to follow and you might come up against a brick wall.

Terms and conditions versus consumer law

Whatever a company’s terms and conditions might say, your consumer rights are law and so trump them. This makes it clear when a business should allow you to cancel or change a booking, and when they may and may not keep your deposit. When a conversation with customer services doesn’t get you the resolution you’re after, you need to know what to do next.

How we can help

Your best course of action will depend on what you booked and what happened. When you speak to Which? Legal, one of our experts will take the time to understand exactly the situation you’re in and what kind of outcome you want. We’ll help you understand what rights you have, what options are open to you, and the steps you need to take. We will:

• listen to what’s happened and what you’d like done about it
• explain your rights
• talk you through what might come next
• advise you on your options
• provide you with legal wording if available to raise your arguments