For information about how to use this forum please check out forum help and policies.
Quote
Topi
Doesn't Germany have a customers' rights legislation of some sorts? Legally you should have the right to get your money back.
Quote
I bought tickets for an event that has been cancelled. Am I entitled to a refund?
EU consumer law does not regulate the conditions for and consequences of cancellation of sports and cultural events.
Therefore, your rights in case of cancellation (or postponement) of an event, including in the current exceptional situation, depend on national contract law and the type and terms of your contract, including the cancellation policy of the event organiser.
According to the Unfair Contract Terms Directive 93/13/EEC , standard contract terms used by traders have to be transparent and may not unfairly limit the rights of consumers under the relevant national contract law or create a significant imbalance between the rights and obligations of the parties to the detriment of the consumer. Therefore, any term that would oblige consumers to bear the cost of the ticket for an event they cannot attend -because it was cancelled or postponed due to the COVID-19 outbreak- could be considered unfair under the Unfair Contract Terms Directive 93/13/EEC and therefore non- binding on consumers.
Similarly to hotel accommodation, national law applies and Member States may have adopted specific rules for the current exceptional situation.
Communicate with the ticket seller or the event organiser (you will find its contact information on the webpage through which you purchased the ticket) in order to find a reasonable solution. Be ready to accept alternatives (such as a voucher) if full and immediate reimbursement is not possible. However, check the conditions of validity of the voucher and your likelihood to use it or be ultimately reimbursed in case of no use.
Should you fail to reach your ticket seller/event organiser or you cannot agree on the proposed solutions, you can always contact the European Consumer Centre in the country where you live (ECC Net) which can provide further guidance and help free of charge or you can try to settle the dispute using an alternative dispute resolution (ADR) procedure. If you bought your ticket online you can also use the European Online Dispute Resolution (ODR platform) to submit your complaint in any language and in any EU country. If the trader agrees, your complaint will be transferred to an ADR body.
Contact your credit card company in order to check if the “chargeback policy” applies.
Quote
Topi
By the way, it's weird that they would need the actual physical tickets back. In 2020, you would think that all they need to verify is the order number. What the hell are they going to do with the actual (paper/pdf?) tickets?
Quote
Topi
OK. My point was, they still surely must have all the orders registered in their systems. Tickets are, after all, mostly bought online at Eventim.de? Each order has an unique number to act as a placeholder/designator. You'd think they could just look that up and then cancel that order and void the barcode.
Besides, Happy24 tells his show was cancelled, not postponed. So I still kinda wonder what the ticket is good for. But hey, if that's the way Eventim rolls...=)
Quote
Topi
Happy24, yes, you got tickets, but you didn't get what those tickets were good for : the show on that scheduled date. Worse yet, the show is cancelled entirely, not even postponed.
So the way I see it is you did not get what you paid for. It doesn't matter whether Eventim is just the middle man/a ticket-selling platform. You as a consumer dealt with them, a service provider.
I'd still try calling the credit card company and see what they say.
Quote
Happy24
So they will probably force me to accept some voucher from a promoter.
Quote
IrixQuote
Happy24
So they will probably force me to accept some voucher from a promoter.
Looks like the German Government makes the Voucher now optional (at least for Travel) - [www.Bundesregierung.de] . We have still to wait for the final law ....
Quote
Topi
Happy24, I would still at least give it a try with the credit card company.
But this wording leaves me puzzled:
"The promoter decided that you will receive a refund"
You posted that earlier.
So are they now essentially calling vouchers refunds? Are they re-defining language?
BTW, a long e-mail that says "pretty much nothing" sounds like a generic mass e-mail. Is there any way to call them / online chat, I mean getting in touch with a customer service rep?
Quote
Happy24
Does anybody have any experience with returning tickets for canceled shows via the German Eventim these days?
I have tickets for a concert that was supposed to take place in July in Germany. It has been canceled. Two weeks ago I recieved an e-mail from eventim, that I should fill the return form on their web.
I successfuly filled the form, it confirmed the numbers of the barcodes of my tickets, but when I pushed the "Request reverse transaction" button, I only got and error message "Your enquiry could not be executed. Please try again later."
I have tried it maybe 50 times during the last two weeks, always with the same result.
I wrote to eventim, they replied after 3 days and I was asked to send them the barcodes. I did immediately. Now, after another 5 days I got another e-mail, saying "As soon as all terms for the return have been clarified, we will inform you immediately. Until then, please refrain from sending your tickets back to us."
At the same time for this particular event eventim clearly says at their web: "The promoter has authorised us as the ticketing intermediary, to handle the ticket return process. In order to issue a refund to you, we require your tickets and contact information. Please go to and complete the ticket return form."
So the return form doesn't work and after I was instructed to send the barcodes via e-mail and I did, I was then instructed not to send those and wait for clarification, while the instructions are absolutely clear.
So - does anybody have any recent experience with eventim? Is it realistic to expect that I will get my money back or shall I get used to the fact that I won't? Thanks