Frequently Asked Questions
Day Excursion, Concert, Theatre Packages and Short Breaks
Can I pay a deposit?
Not for day excursions and ticket only sales, however, we do accept deposits on selected overnight packages and short breaks. In order to confirm your chosen arrangements, you can choose to pay a non-refundable deposit The balance of the cost of your arrangements is due not less than six weeks prior to departure. Remember, If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you, in which case your booking may be cancelled and your deposit payment forfeited.
PLEASE NOTE: It is your responsibility to be aware of this deadline, balance payment dates can be checked via your user account.
Please also note that a contract is not made until your deposit or full payment has cleared. Full payment is required if booking is made within six weeks of departure.
When will I receive my travel documents?
All your travel documents, itineraries and tickets (if applicable) will be forwarded to you, after receipt of full payment, at least two weeks prior to your departure date.
You must contact us immediately if any information, which appears on the confirmation, or any other document appears to be incorrect or incomplete as it may not be possible to make changes later.
Do I need insurance when I travel with TicketlineUK?
We strongly recommend that you take out the appropriate holiday insurance before you travel (TicketlineUK are able to recommend a suitable supplier). Please remember, holiday cancellations can result in loss of all monies paid. Ticketline UK Ltd is a company committed to customer satisfaction and protection. In accordance with “The Package Travel, Package Tours Regulations 1992” all passengers booking with Ticketline UK Ltd are fully insured for the initial deposit and subsequently the balance of all monies paid to us, including repatriation if required, arising from the cancellation or curtailment of your travel arrangements due to the insolvency of Ticketline UK Ltd.
What if I want to make changes to my travel arrangements?
If you need to make any changes to your confirmed arrangements, you must request the change, in writing, as soon as possible (emails are not acceptable). Any change to your designated departure point must be made at least five days prior to departure date.
Will my room be available for check in when we arrive?
We will endeavour to get you settled as soon as possible, however, all hotels reserve the right to delay check-in until full room service has been completed.
What happens if I need to cancel?
It may be necessary for you to cancel your break due to changes in circumstances, accident or illness. No refunds or exchanges are offered against day excursions, concert or theatre packaged breaks in these circumstances. Providing you are insured, you may be able to recover some, or all, of these charges from your insurers. Please be aware that any individual cancellation could result in an increase in charges for any remaining party members.
Who do I talk to if I have a complaint?
In the unlikely event that you have reason to complain or experience any problems whilst away, you must immediately inform your courier, driver or the supplier of the service in question. Any verbal notification must be confirmed in writing within 14 days of your return, giving your booking reference and full details of your complaint.
Why do I have to pay a booking fee in addition to the face value?
The face value of a ticket is set by the event promoter. The only way it may be possible to buy tickets at the face value is by travelling to the Venue Box Office in person and paying by cash. TicketlineUK does not receive any of the face value of the ticket from the event promoter. The booking fee is necessary to cover the costs of TicketlineUK providing a 7 days a week / 24 hours a day booking service, staff costs, credit card charges and other costs associated with running a business (booking fee per ticket may vary from event to event). The booking fee is charged per ticket.
What are the postal and collection charges and why do they differ?
Our postal charges cover the cost of packaging and dispatching your tickets. The method of dispatch is usually determined by the event promoter and the charge reflects the amount that TicketlineUK is charged by the dispatch company i.e. Royal Mail. The postal charge is per booking, not per ticket. Clearly, if the tickets are available to purchase and collect at the same time from our Cardiff Sales Office, you may call in and avoid a postal or collection charge altogether.
The standard postal charge covers any printing, packing and dispatch of tickets by Royal Mail first class post (1 charge per dispatch)
An optional collection charge may be available to telephone bookers that allows ticket collection from our sales office at a later date. This charge covers the cost of any printing, packing and staffing to provide this personal service to you.
If the event promoter will not allow tickets to be duplicated should they fail to arrive by post, a Royal Mail Special Delivery Charge may apply. This covers any printing and packing of tickets and the charge made by Royal Mail for their Special Delivery service. This guarantees next day delivery, with a signature, whereby there is insurance cover if the tickets are lost by Royal Mail. (1 charge per dispatch).
How many tickets can I buy at one time?
For certain events there may be a restriction on the maximum number of tickets that may be purchased. We will use our best endeavours to publish this at the point of ticket selection for the event. In such cases, we reserve the right to only offer for sale the maximum number of tickets available and to cancel any online orders made that exceed the maximum authorised tickets per customer without prior notification. Under these circumstances an administration charge, equal to the booking fee, may be levied.
When will I receive my tickets?
There is no standard dispatch time for tickets, as different events have different dispatch times. However, all tickets should be received at least one week before the event, unless they are being collected from the venue. Tickets booked within 10 days of an event that are being posted, may be received slightly later, but should be received at least 2 days before an event.
Can I have my tickets delivered to another address?
Under normal circumstances TicketlineUK will only dispatch tickets to the address given during the purchase. If you use a credit /debit card then the address must match the billing address of that card.
It is your responsibility to inform TicketlineUK of any change of address, contact telephone number or email address, both before and after receipt of your tickets. Any subsequent amendement to delivery details must be made, by you, in writing to TicketlineUK.
Should it be discovered that an incorrect address has been given then we reserve the right to cancel the booking without prior notice. Should tickets dispatched by special delivery be returned to us marked as ’addressee unknown’, we reserve the right to cancel the order.
Can someone collect tickets on my behalf?
For ticket security we use the following procedure. If you are collecting your tickets rather than having them posted out, the tickets must be collected by the cardholder in person, and the credit card must be presented on collection. The cardholders’ signature may also be required on collection.
What happens if my tickets are incorrect?
Always check tickets on receipt, as mistakes cannot always be rectified later.
How do I know when an event gets cancelled or changed?
The event promoter reserves the right to change the bill without prior notice. Where an event is significantly altered or otherwise postponed or cancelled then we will do our utmost to ensure you are contacted and informed of the alterations using contact details provided when the booking was originally made. However it is your responsibilty to ascertain if an event is going ahead at the time, date and venue as advertised. TicketlineUK cannot guarantee that we will be able to contact you. TicketlineUK Ltd cannot be held responsible for any performance cancelled whatever the event and circumstance.
In what situation can I receive a refund on my tickets?
All ticket sales are confirmed at the time of sale and are non-refundable and non-transferable. This also applies if tickets are lost, damaged or stolen, or in any circumstance where the venue or event organiser should provide different seats to those specified on the tickets themselves.
Promoters and Venues always reserve the right to refuse admission to an Event. TicketlineUK will therefore not offer refund to any ticket-holders who may be refused entry. Please note, the unauthorised use of photographic and recording equipment at venues is usually prohibited.
TicketlineUK will not be liable to you for any loss of enjoyment or profit nor any indirect, consequential, exemplary, incidental, special or punitive damages. Nor will we be liable for any misrepresentations, negligence, contractual or tortuous loss of any kind suffered by you from the products, or services, or actions of any venue, performer, promoter or others.
In the case of a cancelled or postponed event or if material changes are made to the event, namely a change of the venue or the headline act, the original tickets that you have purchased will remain valid for the revised event unless otherwise advised. However, should you be unable to attend the revised event, only the face value of the tickets will be refunded upon instruction by the event’s promoters. For any refunds of face value given, you will first be required to return the tickets to TicketlineUK Ltd, upon the receipt of which we shall then begin to process the refund. All refunds shall be given using the same method of payment as was used to originally purchase the tickets. It is your own responsibility to ensure that the tickets are safely returned to us, we therefore strongly advise that tickets be sent by a secure method of postage or returned to us in person.