FAQs
Need some answers?
Please see below to help find answers to common questions related to tickets bought directly through AEG Live.
If you have a more general question please CLICK HERE
Why should I buy tickets through AEG Live?
Where can I see your Terms & Conditions?
I haven't received my confirmation email, what should I do?
I’ve not received my tickets yet, what should I do?
I think my tickets may be lost or stolen, what can I do?
Why is there a Booking Fee?
Can I change my tickets if better ones become available?
Why is there a time limit on purchases?
Why are there ticket limits on events?
How do I purchase accessible seating?
Can I change my delivery address for my tickets?
Can someone else collect my tickets if they are 'Care of the Box Office' or do they need the card, etc?
Other questions?
Why should I buy tickets through AEG Live?
Well firstly, we love the artists that you love. We live and breathe live music and want to ensure fans have the best experience possible.
Buying tickets directly through AEG Live is 100% secure. All of your information and data, i.e. credit card numbers, name and contact details is encrypted and converted into code and securely transmitted over the internet.
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Where can I see your Terms & Conditions?
They are available to read in full on the final page of the booking process. If you wish to read them now, please CLICK HERE.
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I haven't received my confirmation email, what should I do?
If you don't receive your confirmation email after purchase, please allow up to 6 hours for it to reach you at busy periods and please check it hasn't gone into your junk mail folder.
If you still haven't received your confirmation email, or have lost it, wIf you still haven't received your confirmation email, or have lost it, please contact your point of purchase directly.
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I’ve not received my tickets yet, what should I do?
Tickets bought through AEG Live are dispatched as soon as possible, however most events this is usually 7-10 days before the event date for security purposes.
Please Note: If you still haven’t received your tickets 3 days before the event please contact your point of purchase – please quote your Order Reference Number and full name and address to speed up the process.
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I think my tickets may be lost or stolen, what can I do?
If you believe your tickets have been lost, damaged, or stolen, please contact your point of purchase immediately.
Please quote your Order Reference Number and full name and address to speed up the process.
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Why is there a Booking Fee?
As with other ticket agents, we charge a nominal booking fee to help cover all the costs which go into the whole ticket buying process to make it all possible.
This includes things like the credit/debit card processing services, merchant fees, the distribution costs, the installation and maintenance of computer hardware and software, customer services, labour costs and more.
We ensure our booking fees are competitive and consistent against other ticket agents.
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Can I change my tickets if better ones become available?
Unfortunately once a booking has been made we cannot exchange or cancel the ticket unless the event is cancelled or postponed or the event information has significantly changed.
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Why is there a time limit on purchases?
There is a time limit so that we can make tickets available to as many people as possible, so we limit the amount of time a customer can hold tickets before completing their purchase.
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Why are there ticket limits on events?
This is to ensure that as many people as possible can get tickets for each events.
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How do I purchase accessible seating?
Contact the venue Box Office directly for specific booking information and facilities information.
If you want to book disabled access tickets for RockNess, please complete and submit our Disabled Access booking form HERE.
An AEG Live representative will be in contact with you to complete your ticket arrangements and confirm access requirements for you and your carer.
If you have any specific questions, please contact us at access@aeglive.co.uk.
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I’ve recently moved house, can I change my delivery address for my tickets?
Please contact your point of purchase and ensure you have provided all of the following information for a security check:
1) Old Billing Address
2) New Billing Address
3) Last 4 digits of the card used to pay
IMPORTANT: Please note only bookings already made but not yet printed can be altered. Any tickets already printed or posted out will NOT be altered and will automatically go to the address you provided to us when you made the initial online booking.
Please note: AEG Live will only send tickets to the registered billing address of the card used to book the tickets for security reasons. As such, please do not submit a change of address request unless the billing address of the card used to pay has changed. If the details on the booking do not match up with the registered billing address of the card, this can result in the booking being cancelled.
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Can someone else collect my tickets if they are 'Care of the Box Office', do they need the card etc?
If your tickets are set for box office collection and you are not attending the event, certain venues may allow for someone else to collect the tickets instead of you on presentation of a letter of authorisation completed by yourself.
Please check with the venues directly to see if the venue you require will accept a Letter of Authorisation.
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Other questions?
If you want to unsubscribe from our alerts and newsletters, please email unsubscribe@aeglive.co.uk
If you have any other questions, get in touch by emailing enquiries@aeglive.co.uk
Anyone that is interested in careers/internships at AEG Live - you can email recruitment@aeglive.co.uk with your enquiries! Unfortunately due to the number of enquiries we receive we will only respond if a suitable position is available.
If you have an enquiry about the RockNess Festival, please see our FAQ's on the RockNess website: http://www.rockness.co.uk/info/faqs
