Customer support

Additional tools & resources to help with your purchase

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FAQ- Frequently asked questions

Before you contact us, please check our frequently asked questions below to see if your question has already been answered.

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Event Tickets

Q. When will I receive my event tickets?

A. This will depend on the delivery options available for your chosen event. Normally, event tickets are only issued by the event organisers a few days prior to each event. Please read the delivery description for your chosen event.

Q. Where will my seat be located?

A. For the majority of teams, we offer a range of seating categories. Detailed information regarding ticket categories can be found via 'ticket descriptions' and/ or our 'stadium plans' (where applicable).

Q. Will we be sat next to each other inside the stadium?

A. Event organisers generally issue tickets together in 'pairs' unless we state otherwise via the ticket category/ description. Definition of pairs: 1. two seats positioned together side by side. Event organisers will always try to prioritise pairs as above however some event organisers may issue pairs as: 2. a seat directly in front of the other seat. 3. two seats together in a diagonal pair. 4. two seats together in a diagonal pair that are separated by an aisle/ step. 5. two seats together in a diagonal pair that are separated by one seat. 6. two seats side by side that are separated by an aisle/ step. 7. two seats side by side that are separated by one seat in-between. We therefore guarantee seats together in 'pairs' in accordance with the above definition of 'pairs' unless we state otherwise in the respective ticket description. Group bookings of three or more persons may be seated in different rows, sectors or stands (within the positions of your allocated ticket category) and therefore separated from each other. We will however, sincerely try our hardest to seat groups together or as close together as possible, however we cannot guarantee this. Furthermore, the face values printed on your tickets may vary slightly to each other as certain sectors within your allocated ticket category may have different pricing structures. You acknowledge that we do not have any control over this. Since the ticket allocations are controlled by the event organisers, this minimum guarantee is usually also provided to all other registered ticketing companies/ sports event travel companies. In order to provide you with the above guarantee for seat groupings then all tickets must be placed under the same booking reference and paid for in a singular transaction. We are unable to 'connect' tickets that have been booked and paid for under different booking references.

Q. I am travelling with my family. Can I submit a special request for all my seats to be positioned together?

A. Yes, we will sincerely try our hardest to facilitate your request. Our customer support team will let you know if this is possible. Please contact our customer support team.

Q. What are the delivery options for event tickets?

A. Ticket delivery options for your chosen event will be displayed during the online booking process.

Q. I do not have a hotel delivery address. Do you have a local collection point where I can collect my event tickets?

A. Local collection points are only available at a selection of cities. To find out if ticket collection is available at your destination city, please see the corresponding delivery options for your chosen event. Alternatively, please contact our customer support team.

Q. I have doubts about the reliability of your hotel ticket delivery service. How do I know my event tickets are going to arrive? How can you put my mind at rest?

A. For hotel deliveries, event tickets will be delivered to the reception of your hotel. The receptionist at the hotel will sign for the tickets and keep them in a safe place behind the reception desk. For our customers’ peace of mind, we offer a personal 24 hour emergency telephone number in the event of any unlikely problems whilst at their destination city.

Q. Why are the prices for event tickets higher than the face value printed on the ticket?

A. Event tickets are sold above face value at brokered commercial market rates and reflect supply and demand for that particular game. In order to secure difficult to obtain tickets, preferred seating and to guarantee tickets in advance (before general sale) and at sold out events, we have to pay a high premium for the tickets. We do not control the costs set by officially appointed or third party ticket agents. Furthermore, prices reflect the following costs; ticket delivery, overseas taxation (where applicable), UK taxation (where applicable), overseas bank transaction charges, risks associated with currency exchange fluctuations, administration and service.

Q. How far in advance can I book event tickets?

A. Once schedules/ ticket prices have been released by the respective authorities and have been updated onto our website, you may book accordingly.

Q. Can I book event tickets on behalf of someone else?

A. Yes, during the online booking process, please specify the spectator names that are attending the event. If you do not have all the details to hand at the time of booking, please check the 'To be confirmed' box and send them to us afterwards by email.

Q. Can I book my hotel independently and just purchase event tickets from Tickazilla.com?

A. Yes, we offer a ticket only service. If you are booking a hotel independently then you can provide the details of your hotel. There is a section towards the end of the online booking process to enter these details.

Q. I am booking my hotel independently but do not have details of my hotel. Can I still place an order for tickets?

A. Yes, you may make a ticket booking and provide hotel delivery instructions at a later date, providing we receive them no later than ten days prior to the fixture date. If you make a last minute reservation i.e. within ten days you must provide delivery details at the time of booking or within 24 hours of placing your order. Please seend email to support@tickazilla.com with your hotel delivery instructions. We will require the following details: 1. Hotel name and address 2. Hotel check-in date 3. Lead guest name that the room has been reserved under with the hotel.

Q. Can Tickazilla.com provide tickets to English Premier League football matches?

A. Due to local legislation, we are currently unable to sell tickets for football games played within England. This may however change in the future.

Q. Why do I have to provide my date of birth and/or passport number?

A. For some events, it is a legal requirement that you provide these details for all spectators.

Q. What is the latest time I can provide Tickazilla with my date of birth and passport number?

A. In order to book your tickets, we usually require these details immediately. If you do not have them to hand at the time of booking, please send as quickly as possible to support@tickazilla.com. Failure to provide us with these details could result in us not being able to fulfil your ticket booking.

Q. Does Tickazilla sell event tickets for wheelchair users or other disabled people?

A. Unfortunately, these tickets are dealt with internally by the respective football clubs therefore you will need to contact the club direct for relevant information.

Q. Some football games have provisional match dates. When will the exact date and kick-off/ start time be confirmed?

A. Each week throughout the season Football Associations change some provisional dates at short notice due to TV broadcast requirements & their club’s European football commitments. Possible variations to the date are provided on the ticket booking page. If you require any further information, please contact our customer support team.

Q. Can I make enquiries for any other events not listed on your website?

A. Yes, if you do not see your event listed then please contact our customer support team.

Q. Are return transfers to the stadium/ venue included in the cost of an admission ticket?

A. Stadium transfers are only included if it is stipulated under the ticket category / description for your chosen event. Normally, you are required to make your own travel arrangements to the stadium/ venue.

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Hotel bookings

Q. Is the hotel accommodation price per person, or per room?

A. Prices displayed on our website for hotel bookings are quoted per room. They are not quoted per person.

Q. Is the hotel accommodation price per night or for the duration of my stay?

A. Prices displayed on our website for hotel bookings are quoted for the total number of nights of your stay.

Q. What do the different room types mean?

A. We offer the following rooms: Twin room - Contains two single beds in the same room. The room is suitable for two people. Double room - Contains one double bed. The room is suitable for two people. Single room - Contains one single bed. The room is suitable for one person. Triple room - Contains twin or double bed/s + extra bed. The beds are not guaranteed to be all single beds. There may be a camp bed/ roll-away bed for the third person. The room is suitable for three persons.

Q. Up to how many nights can be booked for one booking?

A. Maximum of 21 nights

Q. Can a hotel booking be processed if I do not know all the guest names?

A. In order to complete a hotel booking the names of all guests staying at the hotel must be provided. "TBA" is not recommended.

Q. I'm purchasing event tickets and want to book hotel accommodation for 1 night for this event. However, your system shows a minimum duration of 2 or 3 nights, why is this?

A. If the event date is in a provisional status and has not yet been confirmed, the minimum duration of hotel stays vary. The number of nights displayed on our hotel booking pages covers all possible performance dates of the event. If you require a hotel stay that doesn’t cover all possible performance dates of the event, please book & pay for your hotel & tickets separately. You may only book tickets & hotels together in a singular booking if the hotel stay covers ALL nights the event may be performed on.

Q. Is my payment card charged at the time of submitting a hotel booking, or do I pay the hotel direct upon check-in?

A. After making a hotel reservation, payment is taken in full by us at the time of your booking . The hotel may however request your payment card details upon check-in. Payment cards or cash deposits are usually held against your room for incidental extras such as mini bar purchases etc. You will then be required to settle this bill for any purchases charged to your room.

Q. What Identification do I need to provide when I check-in to my hotel?

A. You will be required to state the lead guest name that your hotel reservation was made under and present a copy of your accommodation voucher. The hotel will usually require passports (or other photographic identification) for each guest upon check-in.

Q. Do I need an accommodation voucher to check in to my hotel?

A. Yes, you need to present an accommodation voucher upon check-in as proof of your reservation.

Q. Where is my hotel situated?

A. The full postal address and contact number of the hotel will be listed on your accommodation voucher.

Q. Does the credit card holder have to be present upon check in?

A. No, the card holder does not need to be present upon check-in.

Q. Do I have to check-in to the hotel on the first day of my hotel accommodation booking?

A. Yes, If you fail to arrive on the first date of the hotel accommodation booking the subsequent nights will be cancelled and full charges will apply.

Q. How far in advance can I book hotel accommodation?

A. Hotel bookings may be made up to 11 months in advance, subject to availability.

Q. If I have an existing hotel reservation, can I extend the number of nights stay?

A. Yes, please contact our customer support teamto check availability and book.

Q. I have found hotel prices cheaper elsewhere, can Tickazilla match the price?

A. Tickazilla endeavours to offer the lowest price possible. Please contact our customer support team to see if we can match the price.

Q. Can I book hotel accommodation on behalf of someone else?

A. Yes, you may book hotel accommodation on behalf of someone else.

Q. I will be arriving late at my hotel, what shall i do?

A. Please inform the hotel of your late arrival by contacting them direct. Contact information for your hotel may be found on your accommodation voucher.

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Booking Amendments

Q. I have an existing ticket booking and need to purchase extra tickets?

A. Yes, providing tickets are still available for your chosen event. Prices may however differ to those paid on your original booking. Please contact our customer support team for further information, if required.

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Booking Cancellations

Q. How can I cancel my event ticket booking?

A. Cancellations depend on the specific booking conditions for your ticket booking. Please contact our customer support team.

Q. What do I need to do to cancel my hotel booking?

A. Cancellations depend on the specific booking conditions for your hotel booking. Please contact our customer support team.

Q. Can I make changes or cancel my hotel booking?

A. Booking modifications and cancellations depend on the specific booking conditions for your hotel booking. Please contact our customer support team.

Q. What happens if my event is cancelled or postponed?

A. Please refer to our general terms & conditions of sale.

Q. How long does it take to process a refund?

A. Refunds are normally returned to your account within one to five working days.

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Payment

Q. What payment methods does Tickazilla accept?

A. We accept payments by Visa, Mastercard, American Express and bank transfers (free of all associated bank charges).

Q. Do I need to make the full payment immediately?

A. Due to our own contractual obligations, we require payment in full, at the time of your booking. For group hotel bookings, we offer different payment terms. Please visit our F&Q's for 'Group Bookings'.

Q. Does Tickazilla charge a handling fee for credit or debit card payments?

A. No, all card payments are processed free of charge.

Q. When will my payment card be charged?

A. Your payment card will be charged immediately, upon completion of your booking.

Q. Is it secure to enter my payment card details online?

A. To ensure your payments are safe, we use Stripe to process your card payments. Stripe and Tickazilla use the latest encryption technology to protect your personal data, including your payment card information. Every transaction you make with us is co completely safe.

Q. Does Tickazilla offer gift vouchers?

A. Yes, we offer tailor made gift vouchers. Please contact our customer support team.

Q. How do I make payment using a Tickazilla gift voucher?

A. To redeem the value of your gift voucher, please book in the normal way via our website. When prompted towards the end of the shopping cart process, please enter your 'Voucher Code’ into the ‘Discount Code’ box. You will find this code on your gift voucher. The total value of your purchase will be reduced accordingly.

Q. How can I get a receipt/ invoice for my booking?

A. After you've submitted a booking and we have processed it, a pdf prepaid invoice will be sent to you by email. A copy of this document is also available via your online customer account.

Q. How will the payment to Tickazilla appear on my credit card/ bank statement?

A. Your payment will appear under our official registered company name of 'Football Encounters UK Ltd'.

Q. I am experiencing problems using my payment card, what shall i do?

A. Please visit our dedicated payment help webpage.

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Travel advice

Q. How do I find out if it is safe to travel to my destination city?

A. Please visit the Foreign & Commonwealth Office for the latest travel advice.

Q. Do I need to organise a visa for my trip?

A. Passport’s, visa’s and health requirements for you and any other members of the group is your responsibility. You will need to obtain all the necessary passport and visa documents prior to departure to your destination country. If you are unsure of what documents are required, please contact the consulate of the country you are travelling to. Important information on visas, passports, health and travel advice may also be found by visiting the Foreign & Commonwealth Office.

Q. Do I need a passport for my trip?

A. When travelling overseas to another country, you are required to hold a valid passport (or other accepted photographic identity cards) and may need to adhere to other entry requirements of that particular country such as visa’s. Passport’s, Visa’s and health requirements for you and any other members of the group is your responsibility. Please contact the nearest Embassy of the country you are travelling to in order to enquire about entry requirements, health and medical inoculations.

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Travel insurance & protection

Q. Do I need travel insurance for my trip?

A. Yes, we strongly recommend that you obtain comprehensive travel insurance for the duration of your trip to cover against cancellation and medical cover.

Q. Is my booking protected in the event of your insolvency?

A. Any money you have paid to us for a ticket and hotel package booking is held in a trustee account until the contract has been fully performed, which ensures that your full payment is protected and refunded to you in the unlikely event of our insolvency. This provision is in accordance with ‘The Package Travel Regulations’ set by the Department of Trade and Industry within the United Kingdom.

Q. I am from the United Kingdom and travelling within Europe. Should I take an E111 card on my trip?

A. Yes, we recommend that all qualifying guests travelling within Europe have an E111 card.

Your account

Q. How do I access my customer online account?

A. Please visit Your account.

Q. How can I access my booking online via your website?

A. Please visit Your account. Once you've logged in to your account, please navigate to the relevant section.

Q. I haven't received any notification or confirmation of my booking, what shall I do?

A. If you haven't received any of our emails, please check your junk email folder first. If you are still unable to locate our emails, please contact our customer support team. Please note, it may be neccessary to add support@tickazilla.com to your safe contacts list otherwise junk email filters may prevent you from receiving emails from us.

Q. Do I need to login to my online customer account before I depart for my trip destination?

A. No, it is not necessary however we do recommend it. Your online account holds important information and documents relating to your trip including accommodation voucher, prepaid invoice, delivery details and our 24hr emergency contact telephone number.

Q. I've forgotten my password, what shall I do?

A. If you’ve forgotten your password, you may reset it by following the instructions on our password reset webpage.

Q. I want to change my billing address and contact details, how do I do this?

Q. How do I change my login email address?



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