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Coronavirus (COVID-19) update

Posted on 09 March 2020

Coronavirus (COVID -19) FAQs

As the number of news stories and confirmed cases of coronavirus in the UK increase, customers have become increasingly concerned about attending public places where large numbers of people are gathered.

We’ve set out below some helpful answers the questions we expect to be asked most frequently by the public.

Is the event still going ahead?

Unless there has been an announcement of the venue’s website stating otherwise, the event is still going ahead as planned. The venue’s website and social media are the best places to check for any updates.

Is it safe to come to the venue?

The latest advice from the UK Government is that most people can still go to work, school and other public places but you should stay at home for 7 days if you have either a high temperature or a new continuous cough.

What are you doing to prevent the spread of coronavirus?

We are keeping up to date with the latest information and advice from the government and have a dedicated team ready to implement any recommended actions. Our staff have been briefed in accordance with current advice, and procedures have been put in place to respond to any concerns. We also have a rigorous cleaning schedule in place to help ensure the venue is a safe and germ free environment.

Can I get a refund if I’m nervous about coming to the venue?

If the event is going ahead, it won’t be possible to get a refund because you have decided not to attend. If you are no longer attending, you may want to consider offering your tickets for sale via Ticketmaster’s fan to fan re-sale site or transferring your ticket to a friend or family through Ticketmaster’s Ticket Transfer functionality.

Will I get a refund if the venue is closed because of an outbreak?

If an event is cancelled, advice about refunds will be available from your point of purchase.

Do you have medical staff at the venue to deal with anyone who falls ill with the virus?

Yes. We have medical staff on hand at all events and those staff have been briefed about what to do in the event of any suspected coronavirus incidents.

How will I know if an event has been cancelled because of coronavirus?

If an event is cancelled you will normally receive an e-mail from your point of purchase. We will also put a notice on our website and communicate to our customers via our social media channels. Please monitor our website and social media channels for any updates.

I have an underlying health issue and am anxious about attending an event, can I have a refund?

If the event is going ahead but you don’t want to attend, it won’t be possible to get a refund. You may want to consider offering your ticket for sale via Ticketmaster’s fan-to-fan resale site or transferring your ticket to a friend or family through Ticketmaster’s Ticket Transfer functionality.

I have coronavirus, can I have a refund?

You may want to consider offering your ticket for sale via Ticketmaster’s fan-to-fan resale site or transferring your ticket to a friend or family through Ticketmaster’s Ticket Transfer functionality.If the promoter does decide to issue refunds to customers who can’t attend an event due to having coronavirus, this will be communicated via the venue’s website and/or social media.

I am having to self-isolate, can I have a refund?

You may want to consider offering your ticket for sale via Ticketmaster’s fan-to-fan resale site or transferring your ticket to a friend or family through Ticketmaster’s Ticket Transfer functionality.If the promoter does decide to issue refunds, this will be communicated via the venue’s website and/or social media.

I have just returned from a high risk country, can I have a refund?

You may want to consider offering your ticket for sale via Ticketmaster’s fan-to-fan resale site or transferring your ticket to a friend or family through Ticketmaster’s Ticket Transfer functionality.If the promoter does decide to issue refunds, this will be communicated via the venue’s website and/or social media.

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