Viagogo Refused My Refund After the Tarkan Concert Was Rescheduled

I am writing to formally complain about Viagogo / StubHub International's refusal to refund tickets that I can no longer use following the rescheduling of the Tarkan concert in Abu Dhabi.

I purchased three tickets for the Tarkan concert originally scheduled to take place on April 17 in Abu Dhabi. The order number for this purchase is 634157556. I paid a total of ₺28,553.32 by credit card and organized all of our travel plans, including airline tickets and hotel reservations, specifically around the original concert date.

Due to the events and disruptions affecting the region, our flights and hotel reservations were canceled under force majeure circumstances. Shortly thereafter, I learned that the concert itself had not been canceled but had instead been postponed to a later date.

Unfortunately, attending the event on the newly scheduled date is not possible for us. Our original travel arrangements were made exclusively for the initial event date, and reorganizing international travel for a different date would involve significant additional costs and logistical difficulties.

I contacted Viagogo customer service multiple times through their website and requested a refund. However, I was informed that because the event is classified in their system as “rescheduled” rather than “canceled,” my refund request would not be accepted under any circumstances. The only solution offered was that I relist the tickets for sale through their platform.

I consider this approach unfair and unreasonable. The event date and circumstances have changed substantially from those that existed when I purchased the tickets. The service I originally agreed to purchase was attendance at a specific event on a specific date. That fundamental condition has changed, and I believe consumers should be given a reasonable option to receive a refund when they are unable to attend the replacement date.

In an effort to protect my rights, I also requested copies of my customer service chat records through p*************@orders.viagogo.com and submitted a chargeback request to my bank. Unfortunately, the chargeback request was rejected.

At no point during the purchase process, nor during the rescheduling process, do I recall being clearly informed that a substantial event postponement would eliminate my right to a refund. Even if such a provision exists, I believe it creates an unfair imbalance against consumers in situations where the new event date is no longer reasonably usable.

For these reasons, I respectfully request that Viagogo / StubHub International review my case and provide a full refund of the ₺28,553.32 charged to my credit card for the three tickets purchased under order number 634157556.

I also request a written explanation regarding the refusal of my refund request and a fair resolution that takes into account the significant change in circumstances, the event postponement, and the resulting inability to attend.

I expect this matter to be reviewed carefully and resolved without further delay.