Frequently asked questions | Tickazilla

Question 1

When will I receive my event tickets?

Accepted Answer

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.

Question 2

Where will my seat be located?

Accepted Answer

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).

Question 3

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

Accepted Answer

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.

Question 4

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

Accepted Answer

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.

Question 5

What are the delivery options for event tickets?

Accepted Answer

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

Question 6

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

Accepted Answer

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.

Question 7

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?

Accepted Answer

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.

Question 8

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

Accepted Answer

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.

Question 9

How far in advance can I book event tickets?

Accepted Answer

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

Question 10

Can I book event tickets on behalf of someone else?

Accepted Answer

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.

Question 11

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

Accepted Answer

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.

Question 12

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

Accepted Answer

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.

Question 13

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

Accepted Answer

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

Question 14

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

Accepted Answer

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

Question 15

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

Accepted Answer

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.

Question 16

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

Accepted Answer

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

Question 17

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

Accepted Answer

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.

Question 18

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

Accepted Answer

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

Question 19

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

Accepted Answer

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.

Question 20

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

Accepted Answer

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

Question 21

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

Accepted Answer

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

Question 22

What do the different room types mean?

Accepted Answer

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.

Question 23

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

Accepted Answer

Maximum of 21 nights

Question 24

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

Accepted Answer

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

Question 25

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?

Accepted Answer

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.

Question 26

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

Accepted Answer

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.

Question 27

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

Accepted Answer

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.

Question 28

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

Accepted Answer

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

Question 29

Where is my hotel situated?

Accepted Answer

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

Question 30

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

Accepted Answer

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

Question 31

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

Accepted Answer

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.

Question 32

How far in advance can I book hotel accommodation?

Accepted Answer

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

Question 33

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

Accepted Answer

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

Question 34

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

Accepted Answer

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

Question 35

Can I book hotel accommodation on behalf of someone else?

Accepted Answer

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

Question 36

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

Accepted Answer

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

Question 37

Is full payment required for a group booking or can I pay a deposit and the remaining balance at a later date?

Accepted Answer

For group bookings, we require the following payments:
For event tickets, we require immediate payment in full.
For hotel bookings, we require a non-refundable deposit payment equal to 50% of the total cost. We will not proceed with a reservation until all deposits are paid in full.

Question 38

When will I have to pay my outstanding balance?

Accepted Answer

Payment of outstanding balances for group hotel reservations will be required strictly 45 days prior to the arrival date of your hotel. Full pre-payment will be required on confirmation if the group is traveling within 45 days.

Question 39

The members of my group wish to pay separately using their own payment cards. Is this possible?

Accepted Answer

Yes, individuals may pay separately using their own payment cards. A payment link will be provided by email to each individual so they can pay their share of the balance.

Question 40

Can I calculate the price of event tickets and hotels on your website, without an obligation to purchase?

Accepted Answer

Yes, you may add items to your online cart to calculate the corresponding cost, with no obligation to purchase.

Question 41

Does Tickazilla accept bookings from people that live outside the United Kingdom?

Accepted Answer

Yes, numerous clients from all over the World book with us.

Question 42

Does Tickazilla offer flights?

Accepted Answer

No, we only provide event tickets and/or hotel bookings. We do not offer flights as part of our services.

Question 43

Can I place a booking over the telephone?

Accepted Answer

Yes, we accept bookings over the telephone. For reservations or sales enquiries, please contact our customer support team. You may also request a call back by completing the relevant form on our website.

Question 44

How do I know if my booking was successfully completed?

Accepted Answer

Once you've submitted a booking, we'll send you a booking email detailing your purchase. 
Your booking will then be processed accordingly and we'll send you a confirmed booking email.

Question 45

I'm having problems trying to book online, what shall I do?

Accepted Answer

If you experience a problem booking online, please contact our customer support team.

Question 46

Do I need to reconfirm my Tickazilla booking before departure to my destination city?

Accepted Answer

No, it is not necessary to reconfirm your booking. Once you receive our 'booking confirmed' email, your booking is duly confirmed.

Question 47

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

Accepted Answer

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.

Question 48

How can I cancel my event ticket booking?

Accepted Answer

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

Question 49

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

Accepted Answer

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

Question 50

Can I make changes or cancel my hotel booking?

Accepted Answer

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

Question 51

What happens if my event is cancelled or postponed?

Accepted Answer

Please refer to our general terms & conditions of sale.

Question 52

How long does it take to process a refund?

Accepted Answer

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

Question 53

What payment methods does Tickazilla accept?

Accepted Answer

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

Question 54

Do I need to make the full payment immediately?

Accepted Answer

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'.

Question 55

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

Accepted Answer

No, all card payments are processed free of charge.

Question 56

When will my payment card be charged?

Accepted Answer

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

Question 57

Is it secure to enter my payment card details online?

Accepted Answer

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.

Question 58

Does Tickazilla offer gift vouchers?

Accepted Answer

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

Question 59

How do I make payment using a Tickazilla gift voucher?

Accepted Answer

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.

Question 60

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

Accepted Answer

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.

Question 61

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

Accepted Answer

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

Question 62

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

Accepted Answer

Please visit our dedicated payment help webpage.

Question 63

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

Accepted Answer

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

Question 64

Do I need to organise a visa for my trip?

Accepted Answer

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.

Image credits

Football stadiums & supporters

Rugby stadiums & supporters

Munich Oktoberfest

Image credits

Football stadiums & supporters

Rugby stadiums & supporters

Munich Oktoberfest

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