Request for advice related to secondary ticketing websites

Rob Davies made this Rhyddid Gwybodaeth request to The National Association of Citizens Advice Bureaux

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

Roedd y cais yn llwyddiannus.

Dear The National Association of Citizens Advice Bureaux,

I am seeking information about the number of requests for advice by citizens seeking assistance with problems relating to secondary ticketing websites.

In particular, i'd like quarterly information on the number of requests dating back to the beginning of 2016, broken down by company. I'd like information for advice requests in relation to the following companies: GetMeIn, Seatwave, Viagogo, StubHub, Vibe Tickets.

Yours faithfully,

Rob Davies

Citizens Advice, The National Association of Citizens Advice Bureaux

Hello Rob,

Your enquiry
[1]https://citizensadvice.freshdesk.com/hel... has been
placed with the [MC] Membership Services team and you should have a reply
within the next 2 working days. You can check the status and update your
ticket with any additional information at any time here
[2]https://citizensadvice.freshdesk.com/hel....

Alternatively, you may reply to this email to update the ticket.

Kind regards,
</ p>

[MC] Membership Services

Citizens Advice

80684:574735

References

Visible links
1. https://citizensadvice.freshdesk.com/hel...
2. https://citizensadvice.freshdesk.com/hel...

Citizens Advice, The National Association of Citizens Advice Bureaux

Hello Rob,

A new Citizens Advice account has been created for you.

Click the link below to activate your account and select a password.

[1]https://citizensadvice.freshdesk.com/reg...

If the above link does not work try copying and pasting it into your
browser. If you continue to have problems, please feel free to contact us
at [2][email address].

Once you have activated your account you will be able to use the system to
contact us directly, but please take some time to complete your profile.

Regards,
Citizens Advice

References

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1. https://citizensadvice.freshdesk.com/reg...
2. mailto:

Shirley Bateman, The National Association of Citizens Advice Bureaux

Dear Rob,
 
Thank you for your request for information dated 22 August 2019 which is
being dealt with under the terms of the Freedom of Information Act 2000.
We shall respond to your request within 20 working days. If we require a
fee for providing the information requested, we will contact you within
this timeframe.
 
If you have any queries relating to your request, please contact us at the
above address or via [Citizens Advice request email]; quoting the
reference number: FOI-AUG-002-2019. 
 
Yours sincerely,
Shirley Bateman
Membership Services and Information Officer

dangos adrannau a ddyfynnir

FOI Requests, The National Association of Citizens Advice Bureaux

Dear Rob,

I write in connection with your request for information which was received
by Citizens Advice on the 22 August 2019, in which you asked for the
following information:

 1. I am seeking information about the number of requests for advice by citizens seeking assistance with problems relating to secondary ticketing websites.

 2. In particular, I'd like quarterly information on the number of requests dating back to the beginning of 2016, broken down by company. I'd like information for advice requests in relation to the following companies: GetMeIn, Seatwave, Viagogo, StubHub, Vibe Tickets.

Following receipt of your request searches were conducted by Citizens
Advice to locate information relevant to your request.  We can confirm
that the information you have requested is held by Citizens Advice and is
detailed below:

Q1. We don’t have a searchable criteria for problems relating to secondary
ticketing websites. A case could be categorised under a number of
different options such as theatre, event days, concerts etc. We do have a
category for “ticket re-sale”. We have received 2671 contacts that have
been categorised as “ticket re-sale” between 1 January 2016 to 22 August
2019.

Q2. The tables show the breakdown of the number of contacts received about
the companies: GetMeIn, Seatwave, Viagogo, StubHub, Vibe Tickets. (The
quarters are not representing quarters of the financial year. Q1 is
January, February and March. Q2 is April, May and June etc.) Where figures
are below 5(<5), we have stated this instead of providing exact figures to
prevent the possibility that individuals can become identifiable.

2016

Company
Quarter GetMeIn Seatwave Viagogo StubHub Vibe Tickets
Q1 11 8 26 <5 0
Q2 9 13 45 <5 0
Q3 <5 6 29 <5 0
Q4 6 8 119 8 0
Total 28 35 219 19 0

2017

Company
Quarter GetMeIn Seatwave Viagogo StubHub Vibe Tickets
Q1 6 9 261 5 0
Q2 <5 <5 364 6 0
Q3 <5 <5 401 <5 <5
Q4 5 <5 339 10 0
Total 19 20 1365 24 <5

2018

Company
Quarter GetMeIn Seatwave Viagogo StubHub Vibe Tickets
Q1 <5 <5 284 6 0
Q2 <5 0 533 6 0
Q3 <5 <5 277 5 <5
Q4 0 0 269 6 0
Total 7 <5 1363 23 <5

2019

Company
Quarter GetMeIn Seatwave Viagogo StubHub Vibe Tickets
Q1 0 <5 151 5 0
Q2 0 0 133 8 0
Q3 <5 0 49 <5 0
Q4 0 0 0 0 0
Total <5 <5 333 16 0

Please note, we do not verify any complaints made to the consumer service,
we only record what the client tells us so that we may advise accordingly
or make an appropriate referral to trading standards.

We hope the information provided in this email answers your query.
However, if you are dissatisfied with the handling of your request, you
have the right to ask for an internal review. Internal review requests
should be submitted within two months of the date of receipt of the
response to your original letter and should be addressed to: Membership
and Client Services Manager, Citizens Advice, 20th Floor, Centre City, 7
Hill Street, Birmingham, B5 4UA or at
[1][Citizens Advice request email].
 

If you are still unhappy with the outcome of the review, you can appeal
directly to the Information Commissioner at:
[2]https://ico.org.uk/concerns/getting/

Should you have any further enquiries concerning this matter, please do
not hesitate to contact us. 

 
Yours sincerely   
Shirley Bateman
Membership Services and Information Officer 
[3]Citizens Advice

We give people the knowledge and confidence they need to find their way
forward - whoever they are, and whatever their problem. For everyone, for
80 years.

dangos adrannau a ddyfynnir

Citizens Advice, The National Association of Citizens Advice Bureaux

Hello Rob,

Your enquiry has now been marked as resolved, for security we do not send
any updates out by email, so please follow the enquiry link below to view
the latest information.

[1]https://citizensadvice.freshdesk.com/hel...

Regards,

[MC] Membership Services

Citizens Advice 

80684:574735

References

Visible links
1. https://citizensadvice.freshdesk.com/hel...