Customer information

In these exceptional and challenging times, our primary concern is the health, safety and wellbeing of our customers, clients and employees alike.

Please be assured that we are working tirelessly behind the scenes with event organisers, promoters and venues to determine the very best course of action in line with government advice, whilst supporting the live entertainment community that is valued by us all.

We have created this page to provide you, our customers, with the most up to date information surrounding affected events and we would advise all ticket holders to please check this page before contacting us.

Whilst it has been necessary to cancel some events, many event organisers are working as quickly as possible to secure a rescheduled date in the future. As such, we will be monitoring all potentially affected events and updating this page as soon as we receive any confirmed information that will affect events in the foreseeable future.

What happens now?

Cancelled Events (the event will not be taking place now, or in the future)

If an event is cancelled, we will notify you by email with details surrounding your refund. There is no need to contact our customer services as full details will be covered within your email.

Please check your junk and spam folders if you have not received an email you are expecting.

This page will also be updated.

Please note that refunds are subject to our Terms and Conditions of Sale which, can be found here

Postponed Events (the event will not be taking place now, but will be moved to a future date)

If an event is postponed, we will notify you by email. Tickets will remain valid for the new date and refunds will not be issued unless you are unable to attend the new date.

Please check your junk and spam folders if you have not received an email you are expecting.

This page will also be updated.

Further Help

Our FAQ page will provide you with the information you need – however, if there is question we have not covered, please contact our customer services team as follows:

- Get in touch via our online form here.

Please note that there are extremely high volumes of emails and we will get back to you as soon as possible.

We would like to take this opportunity to thank you for your patience and understanding whilst we work through this process.


Postponements / Cancellations

You can search here to check the status of your event

For Eventim Apollo show changes, please click here.


How will I know if my event is postponed or cancelled due to Coronavirus (COVID-19)?

If we hear that an event is being postponed or cancelled, we’ll contact you via email with all relevant information including any action you may need to take and details around refunds - we will also post information regularly on this page so you can refer to it at any time for the most up to date information.

In order to make sure you receive any information we send out, please:

- Add and to your safe sender list, to ensure that any emails we send don’t end up in your junk / spam folder

- Ensure that the email address and phone number on your order are up to date – you can do this by contacting our Customer Service team here.

Please make sure you have a mobile number registered - we may not be able to contact you if there is a landline number on your order.

My event has been rescheduled and I cannot make the new date – what do I do?

If you’re not able to attend a rescheduled show, you can:

- Contact us here for a refund: this will be for the face value of the tickets and – if you have physical tickets – you’ll need to return them to us before we can issue your refund.

- List your tickets on fanSALE: our fan to fan, fair value, verified ticket resale platform. You can list your tickets at the price you paid for them or less. Please note: listing your tickets does not guarantee that they will be purchased.

Will I get a refund if I choose not to attend a show due to Coronavirus concerns, but it still goes ahead as planned?

If the performance is still taking place as scheduled, our standard policy is in effect and as such refunds are not available.

What measures are venues putting in place to protect the prevention of Coronavirus COVID-19?

Please refer directly to the venues for all information.

Eventim Apollo takes health and safety very seriously and continues to follow advice from the World Health Organisation and Public Health England, as well as local government. You can find more information here

My event hasn’t been cancelled, but I live outside the UK and travel restrictions put in place mean I can no longer attend – can I get a refund?

Please drop our customer service team a message here.

I took out Missed Event Insurance with my tickets – how does this cover me in relation to Coronavirus?

If you purchased Missed Event Insurance when ordering your tickets with us, please contact Ergo (the insurance provider) directly via their website here for more information.

My event has cancelled and I booked travel and / or accommodation alongside my tickets – can I get a refund?

Unfortunately we are unable to refund any costs beyond the tickets that you purchased from us – please contact your travel provider and / or hotel directly.

My event has been cancelled. Do I need to contact you for a refund?

If an event has been cancelled, we’ll notify you by email.

A refund* for the face value of your ticket(s) will be processed automatically and credited into your account.

Due to the high volume of refunds, we anticipate a minimum of 30 days to process your request. During this time, there is no need to contact our Customer Service team.

*All refunds are subject to our Terms and Conditions of Sale, which can be found here.

What costs get refunded in the event of a cancellation / reschedule?

We’ll be able to refund you the face value of your tickets. The booking and postage fees are unfortunately non-refundable, as these are used to cover the costs incurred in processing and dispatching your tickets to you – which we can’t recoup, whether or not the show goes ahead.

Note: postage fees can be refunded in the event that your tickets have not already been dispatched at the time your order is refunded.

I bought my event tickets via fanSALE and my event was cancelled / postponed – what do I do?

If the event has been cancelled and your tickets haven’t yet been delivered:
We will cancel and refund your fanSALE order automatically and our fanSALE customer service team will be in touch to confirm this.

If the event has been cancelled and your tickets have already been delivered:
Please contact our fanSALE customer service team here.

If the event has been postponed and you can no longer attend:
you’re free to relist the tickets on fanSALE, once a rescheduled date has been confirmed.

My event is still taking place, but I’m worried about Coronavirus – can I cancel my order and get a refund?

It is currently planned that events will be going ahead, unless official advice from government agencies changes and we are advised otherwise, the promoter decides that it is in the best interest of the artist and audience not to proceed with the concert, or there are restrictions in place which mean the artist cannot travel to the UK.

Because of this, we are currently not able to offer refunds on bookings where the show hasn’t been confirmed as being postponed or cancelled.

I booked my tickets with another branch of Eventim (i.e. TicketOne / Eventim DE) and the event has been cancelled – what do I do?

Here at Eventim UK, we operate separately from Eventim branches based in other countries and so will not be able to access your booking. You’ll need to contact the specific Eventim branch you placed your order with for more information.

I bought Meet & Greet tickets for an event – will this still take place?

Unless advised otherwise, all aspects of your booking will remain as planned. We’ll be in touch closer to the event via email with Meet & Greet timings, and will contact you as soon as possible if any aspect of your Meet & Greet booking changes.

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