Viagogo review: Concert tickets

Title: UNACCEPTABLE: System glitch sold my SECURED €80 tickets for €50 without my consent!

I am writing this as a severe warning to anyone considering using Viagogo. Their platform is utterly disorganized, their system policies are borderline shady, and their customer service is practically nonexistent.
On August 31st, I purchased 2 tickets for €80 for the George Dalaras (Γιώργος Νταλάρας) concert in Athens (September 24th). Due to an accidental click by my child, the tickets were mistakenly listed for sale. I acted immediately to rectify this. On September 6th, I contacted customer service, accepted responsibility for the initial mistake, and strictly followed their explicit instructions to remove the listing.
On that exact same day (Sept 6), I exchanged multiple emails with their customer service regarding seating. I was given a written guarantee by a representative stating: "Your seatings ARE SECURED, do not worry." Based on their official directions and their written confirmation, I trusted that the listing was gone and my event was safe.
On September 20th — just 4 days before this major concert — I was blindsided by an email stating my tickets had been sold on September 19th for €50. I was completely flabbergasted.
When I finally forced my way past their useless AI assistant and a human agent named "J" (who took 15 minutes between every vague, illiterate reply), I received an official email response that serves as an open admission of their own system failure. Viagogo explicitly admitted to me in writing:
"We confirmed that instructions to delete/deactivate the listing were provided on 6 September 2026 under LID [protected] case number: [protected] However, the listing remained inactive rather than being fully removed, and it was subsequently reactivated by the system on 19 September 2026, at which point it was sold."
Let this sink in: Viagogo admits I did everything right. But because their system kept it "inactive" instead of deleting it, their system unilaterally reactivated it and sold my tickets 5 days before the event for a €30 loss without a single notification, warning, or authorization request sent to me.
When I demanded to know why I wasn't informed, they simply copy-pasted the exact same robotic response, adding: "We appreciate your understanding."
I do NOT understand. It took 5 hours of fighting through their abysmal customer service to get a literate reply, only to be told that they gave away my secured tickets directly to a late buyer. They completely ruined a major event I had planned a month in advance to see the best singer in Greece, robbed me of my tickets, took €30 off my initial purchase, and offered zero compensation or accountability.
This platform is completely unreliable, entirely inflexible, and treats its clients’ secured property with absolute contempt. Do not trust their "secured seating" promises. Avoid Viagogo at all costs and choose straightforward, legitimate vendors who respect consumer rights.
Date of experience: September 20, 2026

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