Front-line agents often get praise for quick, personal help with ticket issues and account support. Another set of reviewers say refund requests stayed unresolved and paid cancellation protection did not work as expected. Several customers object to high service fees at checkout. Some also mention checkout glitches and ticket-delivery problems.
Examples from available reviews (Jul 2021 – Feb 2026).
Customer service swapped tickets and applied a partial refund quickly.
“Within 10 minutes of contacting customer services the tickets were swapped”
Replacement ticket sent within four minutes; communication was friendly and professional.
“A new ticket was sent within 4 minutes of my emailing them”
Reviewer did not receive a purchased ticket and reports no refund or help.
“no ticket and no booking but the monies have been taken.”
Reviewer asserts the refund add-on does not pay out except for serious illness.
“Absolute SCAM, they DO NOT pay out unless you have a serious illness”
Many reviews mention quick, hands-on help to reissue tickets, swap dates, and meet accessibility needs. Several reviewers name specific agents and describe same-day fixes. A separate set of complaints points to refunds that failed or arrived late after event cancellations.
Reviewers frequently call out added service fees at checkout. Many complaints say the cancellation-protection add-on does not help and requires expensive medical documentation. Only a few reviews argue that paid protections are worth it.
Customers describe checkout issues such as missing discount fields and payment failures that cancel bookings. Several reviewers say electronic tickets arrived late or were held until shortly before the event. Positive usability notes mostly focus on how easy swaps or changes become when staff step in.
Some reviewers say they received replacement tickets within minutes and praise fast delivery action. Others report tickets being held back, electronic delivery delays, or added printing charges. Multiple customers say accessibility requests and seat changes were handled smoothly.
Many positive reviews mention clear, fast replies that explain dispatch steps and confirm changes. Many negative reviews describe little or no refund updates and long waits for promised reimbursements. A few customers say payments were held while waiting for public rescheduled dates.
Reviews split between fast front-line help and ongoing problems with refunds and protections. Positive experiences center on named agents and quick fixes. Negative accounts focus on policy enforcement, slow reimbursements, and add-ons that feel like poor value.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (23) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Reviewer praises the company's customer service as excellent.
“Best customer service I have come across !”
Reviewer reports a quick, informative customer service response to a query.
“Fantastic service, quick response to a query I had”
Customer service swapped tickets and applied a partial refund quickly.
“Within 10 minutes of contacting customer services the tickets were swapped”
Customer service promptly resent missing tickets and resolved the issue.
“I got an immediate reply and my tickets re-sent to me.”
Reviewer did not receive a purchased ticket and reports no refund or help.
“no ticket and no booking but the monies have been taken.”
Customer found swapping a ticket easy and service very helpful.
“Really helpful and very easy to swap my ticket for a show tonight.”
Team arranged wheelchair access ticket changes promptly and without issues.
“The team were amazing and sorted out the issue without a hitch .”
Event cancelled and reviewer could not obtain a refund or information.
“Sent 10+ emails in order to get refund.”
Event cancelled and reviewer could not obtain a refund or information.
“Sent 10+ emails in order to get refund.”
Staff member Moh provided excellent service and delivered on promises.
“Moh was excellent, doing exactly what he promised.”
Customer service quickly changed the ticket date and sent new tickets.
“Chloe responded quite promptly back to say that she’s changed the date of our tickets”
Customer service responded quickly and helped move bookings and preferred seats.
“Chloe acted speedily was very helpful, went above and beyond to help us move our booking”
Chloe corrected a booking time error and provided helpful assistance.
“Chloe had responded and changed the times over for me...”
Customer deleted confirmation email and received a prompt resend from support.
“I had a very quick reply and the ticket was sent with the email.”
Rob explained dispatch issues and described steps to address delivery delays.
“He informed me of the situation and steps already taken”
Payment failure caused lost seats, but customer service later resolved it.
“My card was declined, but instead of giving me the chance to enter a new card, it just binned the whole process”
Chloe resolved an account access issue very quickly and helpfully.
“Replies were super quick and the issue was resolved in less than 10 minutes!”
Refunds were processed quickly and helpfully without any fuss.
“Fast, clear and helpful.”
Delivery address change was handled within an hour and was easy.
“Asked to change delivery address for tickets and got a reply within an hour.”
Moh provided prompt, professional, and unusually caring customer service.
“Excellent prompt and professional service.”
Chloe reissued missing tickets and kept the customer informed throughout.
“she reissued my tickets when they went missing”
Replacement ticket sent within four minutes; communication was friendly and professional.
“A new ticket was sent within 4 minutes of my emailing them”
Reviewer could not enter a discount code and found contact forms nonfunctional.
“there was no box in the ticket checkout section on the Ticketline website where you could enter a code.”
Reviewer criticizes unexpectedly large service fees added at checkout.
“this Website just adds a Bigger and Bigger Service fee to the Tickets.”
Refund denied without paid medical reports, making cancellation cover ineffective.
“Took out cancellation option but they want Doctor/Hospital reports.”
Reviewer alleges an agreed refund was not received despite providing documentation.
“the amount of €170 was agreed to be refunded to me...I provided my bank details and have heard nothing”
Reviewer says refund protection requires costly doctor's notes and seems ineffective.
“I paid refund protection but have just read t's and c's and already know it would cost me more for doctors note.”
Reviewer asserts the refund add-on does not pay out except for serious illness.
“Absolute SCAM, they DO NOT pay out unless you have a serious illness”
Reviewer alleges the company fails to refund cancelled events and acts unethically.
“not refunding the full cost of tickets when a event is cancelled”
Reviewer warns cancellation protection is a scam and claims it never pays out.
“They NEVER pay out”
Reviewer could not obtain a refund via any listed options; calls add-on pointless.
“it's a pointless add-on to your ticket(s) total.”
Ticket is withheld until one week before the event and cannot be resold.
“Won't give me ticket until 1 week before concert”
Reviewer reports very bad customer service and advises avoiding the company.
“Very bad customer service”
Reviewer says electronic tickets can take up to 24 hours and criticizes printing charges.
“it might apparently take up to 24 hours to deliver electronic ticket”
Reviewer paid for protection but was denied refund citing prior knowledge of a strike.
“They wont refund cos the say the rail strike was know about before the event!”
Reviewer denied refund and says the insurance coverage is minimal and worthless.
“Don’t get caught out with the insurance as it covers you for very little”
Reviewer says customers are left financially penalised when events are cancelled.
“If an event is cancelled, the people who were due to attend should not be left financially penalised”
Reviewer accuses the company of avoiding direct refunds and reneging on fees paid.
“Charge you a supplementary fee to cover cancellations but do their utmost to renege on paying them.”
Customer service was unhelpful and the reviewer doubts they will receive a refund.
“Useless customer service, cancelled event got told to wait till the band rescheduled the event”
Reviewer calls the company a scam and criticizes required GP documentation demands.
“TOTAL SCAM, DO NOT USE THIS COMPANY”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
TicketLite is an online ticket retailer and event ticketing platform. It sells tickets for concerts, theatre shows, festivals, and other live events. Options include electronic tickets, print-at-home, and postal delivery where available. Customers can manage orders through online accounts and request seat changes or accessibility arrangements. The platform offers customer support channels and optional ticket-protection add-ons.