Frequently Asked Questions
BigClubber Tickets are regularly asked questions about our ticketing processes.
In order to speed up customer service, we have put together a selection of key
questions that should help you get answers fast without having to wait for us to
get back to you. Click the questions below to get more information or help.
Purchasing tickets
My card was declined, why have you done this?
We use Protx to undertake our Credit and Debit card authorisation. They will
undertake a variety of checks when you complete your transaction to ensure that
the correct information is provided. One common reason why a card fails is that
the address information you have entered does not match that of the cardholders
address. These should match or the system may reject your order. BigClubber
Tickets never decline your card, this is done by your bank and you should
contact them in the first instance. If you have done this and want to ask us a
question, please us the
BigClubber Tickets Contact Form and we will get back to
you.
Why do you ask for my contact details?
BigClubber Tickets ask for information to help approve your online ticket sale.
We ask for a number of pieces of information which we pass to Protx our Payment
Provider so that they can check someone isn’t using your card for fraudulent
reasons. We ask for an email address as we must email you your booking
confirmation and also ask for a mobile in case of problems with your order. You
are always given the option to opt out of any additional marketing when
completing your orders. Your details are protected under the
BigClubber Privacy
Policy.
I'm having trouble buying tickets online, what can I do?
BigClubber Tickets is an online ticket agency, however, we do appreciate that due to computer setups, sometimes things don’t always work as expected. If you need help with purchasing tickets you can either go directly to the venue who is offering tickets or you can call our Customer Services line on 0844 54 34 870. The office is manned from 10am until 5pm Monday to Friday.
Purchased Ticket Enquiries
I can’t printout my tickets?
In order for you to attend out venue, you must either printout the email
confirmation ticket or have signed up to TxtTicket, which will text your details
to your phone directly. You will need to forward on your booking email to
someone who can print out the order. This is part of
BigClubber Tickets Purchase
Policy customers agree to when purchasing tickets.
When will my tickets arrive?
We offer paperless ticket as the only delivery option. You will not receive
physical paper tickets for our events. Take your booking email or TxtTicket to
the venue, in order to gain entry to the event. Your entire party must enter the
venue at the same time. Tickets are non-transferable
I’ve made a mistake with my booking, what can I do?
We regret that we cannot exchange, refund or transfer tickets unless the event
in question has been cancelled or rescheduled. This is part of BigClubber
Tickets Purchase Policy customers agree to when purchasing tickets. However, on
certain occasions and providing strict criteria is met, we may be able to help.
Please use the
BigClubber Tickets Contact Form and we will get back to you.
My Email confirmation hasn’t arrived?
We email confirmation to customers within 24hours of your order. From time to
time, email filters may block our email; therefore you should make sure that
your email account does not block emails from bookings@bigclubber.com. (Please
do not use this email address for correspondence as it will not be monitored).
If you haven’t received this within the above timescale, please use the
BigClubber Tickets Contact Form to get in touch with us.
I’ve requested a TxtTicket but it hasn’t arrived?
Txttickets are issued on the day of the event. Due to the sheer volume of
customers who take up this time saving and greener option, sometimes delays may
occur. If you haven’t received your TxtTicket by midday on the day of the event,
please use the
BigClubber Tickets Contact Form quoting your booking reference
and we will get another one sent out to the mobile number provided at the time
of booking.
I haven't received my e-ticket
We aim to send out all email confirmations within 24 hours. Please ensure that you have checked your anti-spam email incase it has been identified as junk mail. If you have looked and still cannot find your email confirmation then please click our
Request Ticket Resend option.
I have lost my e-ticket. Can I get a replacement?
We are able to send out copies of your booking form. To do this then please click our
Request Ticket Resend option.
Cancellation and Contact Enquiries
I want to cancel my tickets, how do I do this?
We regret that we cannot exchange, refund or transfer tickets unless the event
in question has been cancelled or rescheduled. This is part of
BigClubber
Tickets Purchase Policy customers agree to when purchasing tickets.
I want to exchange my tickets, how do I do this?
We regret that we cannot exchange, refund or transfer tickets unless the event
in question has been cancelled or rescheduled. This is part of
BigClubber
Tickets Purchase Policy customers agree to when purchasing tickets.
I want to refund my tickets, how do I do this?
We regret that we cannot exchange, refund or transfer tickets unless the event
in question has been cancelled or rescheduled. This is part of
BigClubber
Tickets Purchase Policy customers agree to when purchasing tickets.
The event was cancelled/rescheduled. How do I get a refund?
How do I speak to someone at BigClubber tickets?
We’ve made contacting Bug Clubber Tickets easy and quick. Simply go to the
BigClubber Tickets Contact Form and send us your message. We will get back to
you within 24hours (normally much quicker) with an answer
Questions on BigClubber Tickets
What is a QJump Ticket?
A QJump ticket is a way of bypassing queues. It does not replace an admission
charge, it is simple a fast way to get into the venue and avoid the queues on
the night. It may be that there will be a short queue when arriving at the venue
as other guests in front of you make their way in. Venues always try and keep
this to a minimum.
Why do you charge me a booking fee?
BigClubber Tickets bring tickets to customers via our ticket centres and into
your home by the Internet. We are open seven days a week and twenty-four hours a
day, BigClubber Tickets provides customers with the ability to save time and
often money, by not having to travel to the venue to buy tickets. The booking
fee is charged per ticket to pay for our credit/debit card processing services,
merchant fees, the distribution network, the installation and maintenance of
computer hardware and software, telephone lines, labour and all other costs
associated with a ticket transaction.
As an authorised ticket agent we negotiate our fees with venue operators,
promoters and others based on costs involved in both their presentation and our
ticketing of their events. The actual amount is determined by agreement with the
venue or promoter for each event.
Why are there limits on the number of tickets I can buy?
The venue or artist/event management will typically impose a ticket limit per
customer, credit card or address in order to provide ticket access to as many
customers as possible. Ticket limits vary depending on the type of event or the
anticipated demand for tickets. Check the event information area of the purchase
page for more information on ticket limits for your event. Please adhere to
published ticket limits. If we determine that a ticket limit has been exceeded,
we may cancel an order, or part of an order, without notice, and may even cancel
a ticket that has already been delivered rendering it unusable without notice.
Why have more tickets now become available when they were sold out earlier?
A venue may release more tickets for BigClubber Tickets to sell as the event
date approaches. This happens for several reasons such as the venue may no
longer need the tickets that were held when the event originally went on sale.
Additionally, sometimes a customer attempts to buy tickets but their credit card
is declined. When this happens, BigClubber Tickets may cancel the order and
release the tickets for sale. Tickets may also be re-released if a customer does
not follow BigClubber Tickets published ticket limits or other terms of use.
If you can’t find a question you want to ask, please use our
BigClubber Tickets
Contact Form and send us your message. We will get back to you within 24hours
(normally much quicker) with an answer. Please note that questions answered on
this page will not be responded to so that we can help other customers with
unusual requests.