UPDATES ON JULY, 20 2020: Due to the legislative modifications brought to Art. 88 of the Decree Law No. 18 dated March, 17 2020, converted to the Law 27/2020 (known as “Decreto Rilancio”), published on July, 18 2020 on the Gazzetta Ufficiale, the Event Organizers, in order to comply with the new regulations that come after 4 months of full operation of the previous law, are already operating to acquire the necessary clarifications and details from the competent Authorities, also through their trade association. The Event Organizers, along with the ticketing companies involved in the selling of the tickets for the shows organized by them, will inform the tickets’ owners of any update as soon as possible, also by updating the FAQs.
According to Article 88 of the Decree Law No. 18 dated March, 17 2020, converted to the Law 27/2020, as amended by the Decree Law No. 34 dated May, 19 2020 (Article 183 Paragraph 11), Ticketmaster Italia inform you that the tickets for the events that were scheduled between March, 8 2020 and September, 30 2020 and that got cancelled or rescheduled, will be reimbursed through a voucher, if requested by each Event Organizer.
The customers affected by this reimbursement method will be contacted directly and will receive the information about requesting, receiving and spending the voucher on Ticketmaster.it. The voucher will be valid for 18 months.
We kindly invite customers to carefully follow the indications given and send the reimbursement requests only through the channels written in our FAQs and indicated by our Customer Service and not through other channels such as social media, other Ticketmaster emails and payment provider platforms. In order to be considered valid, the reimbursement requests must be submitted according to the procedure clearly indicated in the dedicated customer care section.
We thank again all customers for their patience and collaboration during this difficult period due to the COVID-19 health emergency, highlighting that the wait and refund times will be longer than usual and may extent to the next few months. We kindly invite customers to wait for our reply to the requests already submitted, without sending out more requests on the same topic.
The Dpcm of March 8th 2020 has established that “all events and shows of any nature, including cinema and theaters, to be held in any place, both public and private, are suspended.”
If your event has been cancelled or rescheduled due to COVID-19 (see the constantly updated list HERE), we have already emailed you directly or will soon be sending you all the information you need. You do not need to contact us.
N.B. Have you bought a ticket for one of the shows listed above with delivery method “Courier Delivery”?
The standard reimbursement procedure requires customers to send the tickets back to Ticketmaster via traditional mail completed with the refund request, order number and the date of the ticket holder. This is because art. 7, c. 4 of DM 13/7/2000 states that the ticketing company must cancel the admission ticket and preserve it intact in all its parts.
However, given the current health emergency, in compliance with the Italian copyright collecting agency SIAE’s reply dated March, 13 2020, if customers encounter objective difficulties in sending back the tickets, they can proceed with forwarding the ticketing provider a legible scan of both sides of every single ticket that needs to be cancelled.
N.B.: it is required that the consumer undertakes ANYWAY to keep intact the own ticket, even if voided, as it will then be necessary to send it to Ticketmaster in the times and ways that we will indicate to you.
Please send HERE your reimbursement request attaching a scan or photo of both sides of every single ticket that needs to be cancelled, within the refund time window of the specific show. Attention: the scan or photo must be clear and legible in all its parts.
N.B. If you have already sent out a reimbursement request through the form, we kindly ask you to reply to the email received by firstname.lastname@example.org attaching a scan or photo of both sides of every single ticket that needs to be cancelled. Please note that once the Voucher has been requested it cannot be cancelled.
You will be reimbursed the ticket face value and presale on the payment method you used for the purchase (service and delivery fees are excluded).