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TicketQuarter - Frequently Asked Questions

QUESTIONS

 

1 - How can I purchase tickets?

2 - Where are you located?

3 - Can I queue overnight to purchase tickets?

4 - Are any seats available for disabled users?

5 - Can I stand/dance during a concert?

6 - Can I take a camera to the show?

7 - Can I get a meet and greet / shout out via the artist?

8 - Do you use social media?

9 - What events are coming up?

10 - Where is the nearest cash machine?

11 - Can I pay by card?

12 - What are your opening times?

13 - How do I find out what concessions are available for an event?

14 - Can I cancel my tickets?

15 - Can I sell tickets on third party websites?

16 - Is it safe to buy a ticket online through TicketQuarter?

17 - When will my tickets arrive?

18 - Why have I been charged an administration fee?

19 - Can my tickets be posted to another address?

20 - What are the Terms and Conditions of Entry?

21 - What happens if an event is rescheduled or cancelled?

22 - What proof of purchase do I need to provide when picking up tickets?

23 - I have lost my tickets – what can I do?

24 - Can I get a refund on my tickets?

25 - Can I exchange my tickets?

26 - Can someone other than the cardholder collect tickets from the box office?

27 - Why haven’t I received my confirmation email?

28 - How do I keep up to date with new show announcements?

29 - How do I opt out of receiving show announcements?

30 - What is the running time of the performance?

31 - Are there any age restrictions in place for shows?

32 - Will I be able to attend a show if I arrive late?

33 - How do I find tickets for an event?

34 - Why do I get an error after entering my card payment details?

35 - How do I know if my booking has been successful?

36 - Where can I find the venue’s T&C of Entry?

37 - Do you post tickets to customers outside of the UK?

38 - How do I know the tickets I buy are legitimate?

39 - How are my tickets delivered?

40 - Do you have a seating plan?

41 - How many tickets can I purchase?

42 - How do I raise a complaint or provide feedback?

43 - Will there be any pyrotechnics, lasers and/or strobes at the event I'm attending?

44 - I can’t find my question listed here?


ANSWERS

 

1 - How can I purchase tickets?

Tickets can be purchased in person at the TicketQuarter box office (located at the Echo Arena), via www.ticketquarter.co.uk, or via TicketQuarter’s box office contact centre on 0844 8000 410.
*calls cost 5p per minute when calling from a BT landline. Other telephone providers including mobile telephone providers may charge at a higher rate. Please consult your provider for details.

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2 - Where are you located?

TicketQuarter is located within the Echo Arena, at Kings Dock, Liverpool Waterfront, L3 4FP. Contact us

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3 - Can I queue overnight to purchase tickets?

TicketQuarter Management may on occasion enforce certain restrictions to overnight queuing to ensure the safety of our customers. Information to assist customers can be found on the relevant event page at www.ticketquarter.co.uk .

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4 - Are any seats available for disabled users?

Seating will vary from venue to venue, but staff will always aim to find the very best seats to meet your requirements. Please call us on 0844 8000 410 to discuss your seating options.

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5 - Can I stand/dance during a concert?

We would recommend you contact the host venue for clarification as this decision will be made by the venue.

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6 - Can I take a camera to the show?

To avoid disappointment on the night, if you are planning to attend an event and would like to bring a camera with you, we would advise you contact the host venue first to ascertain what the camera policy will be for that show. In most instances, the promoter will allow fixed lens cameras set in still mode. Professional-type cameras (cameras with a detachable zoom lens and / or tripod) will not be permitted into most venues, with the exception of officially accredited photographers covering the event.

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7 - Can I get a meet and greet / shout out via the artist?

TicketQuarter acts as a sales agent for tour promoters and are unable to facilitate any special requests between our customers and artists. We recommend that you forward any requests to the artists through their official fan site.

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8 - Do you use social media?

We certainly do! You can find us on Facebook, and Twitter. Just search for TicketQuarter.

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9 - What events are coming up?

All confirmed shows are listed on our website, www.ticketquarter.co.uk.

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10 - Where is the nearest cash machine?

The closest cash machines can be found in the Liverpool ONE shopping centre.

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11 - Can I pay by card?

We currently accept payment by cash, and via the following cards: VISA, MasterCard, and Maestro.

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12 - What are your opening times?

The Box Office will be open from 12noon on Echo Arena event days, and from 9am - 6pm on Fridays.

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13 - How do I find out what concessions are available for an event?

The event promoter or organiser sets the ticket prices and in most instances concessions are not available. If ticket concessions are available, these will usually be listed on the ticket information page for the event at www.ticketquarter.co.uk. Customers may be asked to provide evidence that you are entitled to purchase these tickets.

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14 - Can I cancel my tickets?

Ticket purchases are non-refundable. We cannot offer any kind of refund unless the event is cancelled or has considerable changes made to it, such as a change of date. This information is also provided on the reverse of all tickets under the Terms and Conditions of Entry. Click here to view our full Terms and Conditions.

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15 - Can I sell tickets on third party websites?

Tickets sold by TicketQuarter are for private use. TicketQuarter and tour promoters may monitor their sale and resale, and if we have reason to believe that tickets are being resold, we may invalidate them and refuse entry to the Event.

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16 - Is it safe to buy a ticket online through TicketQuarter?

The TicketQuarter box office processes your card details over a secure Internet connection, which makes it completely safe to order tickets online. The connection between your browser and our web server is protected with SSL (Secure Socket Layer), which creates a connection over which financial details can be safely passed between your computer and a transactional website.

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17 - When will my tickets arrive?

If you have requested to have your tickets posted to you, we will aim for them to arrive no later than 5 days before the show. If you have any queries regarding your ticket purchase, please contact us on 0844 8000 410 or by emailing the team at – customerservice@ticketquarter.co.uk.

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18 - Why have I been charged an administration fee?

All ticket sales through TicketQuarter are subject to an administration fee and a fulfilment charge. An administration fee is added to tickets to cover the cost of providing a box office service in addition to covering the provision of a contact centre, and the investment required to provide the ticketing software, call centre technology and on-line ticketing provision. These amounts are set in relation to the ticket price.

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19 - Can my tickets be posted to another address?

TicketQuarter can only post tickets to the registered billing address. Should you wish to change your postal details, we will require evidence of your change of address. This information can be brought to our TicketQuarter box office within the Echo Arena (please click here for our 2016/2017 Christmas & New Year opening times), or scanned and emailed to us at customerservice@ticketquarter.co.uk.

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20 - What are the Terms and Conditions of Entry?

Each host venue will require the ticket holder to abide by their own Terms and Conditions of Entry. We strongly suggest you contact or visit the host venue’s website for clarification.

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21 - What happens if an event is rescheduled or cancelled?

It is your responsibility to ascertain whether an event has been cancelled and the date and time of any rearranged event. If an event is cancelled or rescheduled, we will use reasonable endeavours to notify ticket holders of the cancellation once we have received the relevant authorisation from the tour promoter or organiser. We do not guarantee that ticket holders will be informed of such cancellation before the date of the event. We do strongly suggest you provide a current email address to which we may send event information.

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22 - What proof of purchase do I need to provide when picking up tickets?

Please check with the venue that you are picking your tickets up from. Most venues will require the cardholder to present themselves, along with the card used to purchase the tickets. A form of photographic identification may also be requested.

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23 - I have lost my tickets – what can I do?

TicketQuarter is unable to provide duplicate tickets as this is at the venue’s discretion.

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24 - Can I get a refund on my tickets?

TicketQuarter is unable to consider any requests for refunds once a ticket has been purchased.

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25 - Can I exchange my tickets?

TicketQuarter is unable to exchange tickets once purchased.

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26 - Can someone other than the cardholder collect tickets from the box office?

TicketQuarter is required to provide tickets to the original ticket purchaser only; providing they are able to show the original card used to purchase the tickets, and suitable photographic identification.

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27 - Why haven’t I received my confirmation email?

We have found on occasion that confirmation emails have been automatically diverted to the recipient’s spam or trash folder. Please add tickets@ticketquarter.co.uk to your acceptable senders list to ensure our communications to you are received.

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28 - How do I keep up to date with new show announcements?

Please sign up here to receive all of the latest show information and announcements.

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29 - How do I opt out of receiving show announcements?

Please follow the directions shown at the footer of the show email.

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30 - What is the running time of the performance?

Host venues will not be made aware of timings until the day of the event. Please contact the host venue directly for clarification.

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31 - Are there any age restrictions in place for shows?

Any age restrictions will be shown on the event’s website at www.ticketquarter.co.uk. Please check with the host venue regarding age restriction policies.

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32 - Will I be able to attend a show if I arrive late?

This will depend upon the policy of the venue. For 'theatre-style' shows every effort to admit latecomers will be made at a suitable break in the event, but admission cannot always be guaranteed.

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33 - How do I find tickets for an event?

Please visit www.ticketquarter.co.uk and search for the event you wish to attend. Alternatively, please call the TicketQuarter box office on 0844 8000 410 or pop in and see us at the Echo Arena, Liverpool.

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34 - Why do I get an error after entering my card payment details?

Please contact our box office on 0844 8000 410 quoting the error message you have encountered. Alternatively, please email us a screen shot of the error so we can provide assistance.

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35 - How do I know if my booking has been successful?

If you have provided us with a correct contact email address you will automatically receive an email to confirm purchase. If you do not receive a confirmation within 10 minutes of purchase, please contact us quoting the account holder’s name, the first line of address and Post Code.

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36 - Where can I find the venue’s T&C of Entry?

Most venues provide a Frequently Asked Questions (FAQ) page to assist their customers. We strongly recommend you take the opportunity to become familiar with these prior to arrival.

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37 - Do you post tickets to customers outside of the UK?

Yes, depending on the event. Where applicable the International Delivery option will be available at the time of purchase, please select this option for addresses outside of the mainland UK, such as Republic of Ireland, EU and the Rest of the World. Alternatively you can chose to collect your tickets in person, from our TicketQuarter Box Office within the Echo Arena. For our 2016/2017 Christmas & New Year opening times, Click Here.

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38 - How do I know the tickets I buy are legitimate?

TicketQuarter is a member of STAR – Secure Tickets from Authorised Retailers. STAR Members comply with a code of practice designed to help customers. You can be sure that a STAR member will always give the highest standard of professional service.

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39 - How are my tickets delivered?

Customers may specify how they wish to receive tickets during the ticket purchase process. All standing tickets must be sent by secure delivery (signature required).

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40 - Do you have a seating plan?

To assist with your ticketing purchase, a seating plan will be shown to indicate the approximate location of the seats offered.

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41 - How many tickets can I purchase?

To minimise fraudulent transactions, and to assist against resale on third party sites, each tour promoter will stipulate the maximum number of tickets that can be purchased for an event. This may take into account the number of tickets purchased at a single registered address and/or to a registered card.

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42 - How do I raise a complaint or provide feedback?

If you have any queries, feedback, or complaints about your tickets or the service we provide, please feel free to contact us by email customerservice@ticketquarter.co.uk, or feel free to write in – TicketQuarter, Echo Arena, Kings Dock, Liverpool Waterfront, L3 4FP.

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43 - Will there be any pyrotechnics, lasers and/or strobes at the event I'm attending?

Most shows have some form of flashing lights, strobes or pyrotechnics. Signage will be displayed advising customers of the details, if you have a condition that is directly affected by any of these please contact us before the performance and we can give you more details.

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44 - I can’t find my question listed here.

Please email any questions to customerservice@ticketquarter.co.uk.

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