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HELP DESK
Got a question about your booking or how TicketWeb works? You're in the right place – welcome to the TicketWeb help desk!
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Search our FAQs by typing a keyword or phrase into the bar below, then hit the 'ASK' button
Search Tips

You can search using a single word or phrase, just like you would with a search engine. So for example, if you’re event’s been cancelled, just type in the name of your event and we’ll bring up all the information we have.

Or you can actually ask us a question and our system will give you a list of answers. For the best results, make your questions clear – for example, “when will you send my tickets?” or “what type of cards do you accept?”

If the results don’t quite answer your question, click the Contact Us tab which will appear once you’ve clicked on an answer. From there, you’ll be able to send a message to our Customer Service team.

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Making a Booking

If you need a little advice on booking online you'll find a quick step-by-step guide in the 'Online' section below.

Once you find the event we can offer up to three ways to purchase tickets:

  • Online
  • By Phone
  • Outlet (O2 Academy venues only)

    Online

    1. To find an event you can use the search function or select a region on the home page to browse a list of all venues that have events coming soon in that area.

    2. Once found click the buy icon and on the following page:
     
  • Select the type of ticket. *
  • Select the number of tickets.
  • Select the delivery method.
  • Read and confirm you agree with any Terms, if any.
  • Click an action. Can be: 'Proceed', 'Add to Cart' or 'Check Out'. **

    * Proceed - The type of ticket can vary. For reserved seated event, where you're given a specific row and seat number online the steps to book differ slightly.

    You may also come across the term "BEST AVAILABLE". This is sometimes used to describe tickets that are reserved for which you will be allocated a specific seat. However, this won't happen in real time online and these will be allocated on a first come first served basis. So will not find out where you are sitting, until you receive or collect your tickets. 

    ** The options to proceed can vary. If multiple prices are available to choose - adult and child for example - you'll need to select these on the next page before continuing.

    3. From Check Out you can view the total order amount, including booking fee and postage, and preview the order before it's submitted. We'll email you with all the details confirming a successful booking.


By Phone

If you'd rather book over the phone you can call any time on 08444 77 1000. However we do charge our lowest fees online.

If you need help or have a question please use this help section of the site, or call Customer Services on 0333 321 9990.

Outlets

If you want to pay cash for one of the O2 Academy venues listed below, you can do so in person at the venue itself.

The O2 Academy Brixton and O2 Shepherds Bush Empire box offices have limited opening hours. Just 2 hours before doors and on show nights only. Both close when gigs start so please check before going and time your arrival carefully.

These venues include the O2 Academy Birmingham, Bristol, Brixton, Glasgow, Islington, Liverpool, Newcastle and the O2 Shepherds Bush Empire in London.

O2 Academy Birmingham, 16-18 Horsefair, Bristol Street, Birmingham, B1 1DB. Opening hours: Mon – Fri 11:30 – 17:00 and Sat – 11:30 – 3:30. All card sales are subject to a £1.50 booking fee.

O2 Academy Bristol, Frogmore Street, Bristol, BS1 5NA. Opening hours: Mon - Sat 12.00 - 16.00. All card sales are subject to a £1.50 booking fee.

O2 Academy Brixton, 211 Stockwell Road, Brixton, London, SW9 9SL. Opening hours:17:00 - 21:30 show days only and from 19:00 on club nights. All card sales are subject to a £1.50 booking fee.

O2 Academy Islington, 16 Parkfield Street, N1 Centre, Islington, N1 0PS. Opening hours: Mon - Sat 12:00 - 16:00. All card sales are subject to a £1.50 booking fee.

O2 Academy Glasgow, 121 Eglinton Street, Glasgow, G5 9NT. Opening hours: Mon - Sat 12:00 - 14:00. All card sales are subject to a £1.50 booking fee.

O2 Academy Liverpool, 11-13 Hotham Street, Liverpool, L3 5UF. Opening hours: Mon - Sat 12:00 - 16:00. All card sales are subject to a £1.50 booking fee.

O2 Academy Newcastle, Westgate Road, Newcastle-Upon-Tyne, NE1 1SW. Opening times: Mon - Sat 12:00 - 16:00.  No booking fees charged for cash transactions. All card sales are subject to a £1.50 booking fee.

O2 Shepherds Bush Empire, Shepherds Bush Green, London, W12 8TT. Opening hours: 16:00 - 18:00 & 18:30 - 21:30 show days only. All card sales are subject to a £1.50 booking fee.

O2 Academy Oxford - address 190 Cowley Road, Oxford OX4 1UE. Outlet opening hours 12pm-5:30pm Mon - Fri & 12pm-4pm on Saturday All card sales are subject to a £1.50 booking fee.

O2 Academy Sheffield - address 37 - 43 Arundel Gate, Sheffield S1 1DE. Outlet opening hours 11am-6pm Monday to Friday, 11am-4pm Saturday All card sales are subject to a £1.50 booking fee.


O2 Academy Leeds - address 55 Cookridge Street, Leeds LS2 3AW. Outlet 12pm - 4pm, Monday - Friday and 11.30am - 3.30pm Saturday All card sales are subject to a £1.50 booking fee.

All opening hours will be affected by Bank Holidays and Public Holidays. It is advisable to call in advance to check opening hours and availability.

Check tickets available first

You can save yourself an unnecessary journey or phone call by checking tickets are still available online here first. If there are none available here the same will apply at these venues.

Please be aware these outlets only sell for events taking place at these venues and not for any others listed on this site.

If you want to know about cash sales for other events you can try the help desk but we don't often get this information so you may need to look elsewhere.

 

 

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Standard Mail
 

Our standard mail options include UK Post and International Mail. Please note we can only dispatch these items to the card holders billing address.

 

UK Post- for 1st Class delivery within the UK and Northern Ireland only.

 

International Mail - for Airmail delivery outside of the UK and Northern Ireland.

 

Secure Mail - Our secure mail options include UK Secure Post and International Secure Mail. Please note that both require a signature on delivery. If you're concerned about not being home when they arrive you can provide us with an alternative address for shipping.

 

UK Secure Mail - is for secure delivery within the UK and Northern Ireland. Please remember that they will need to be signed for upon delivery.

 

International Secure Mail - is for secure delivery outside of the UK and Northern Ireland. Please remember these items will also need to be signed for on delivery.

 

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You can use any of following cards to pay online or over the phone:

  • Visa
  • Visa Delta
  • Visa Electron
  • American Express
  • Mastercard

We regret that we are unable to accept Switch, Maestro and Solo cards as payment.

We have recently started accepting some Ticketmaster gift cards. Not all Ticketmaster gift cards can be us on TicketWeb yet, but the cards starting with 533 and 633 with a 3 digit security code are fine to use. Any Gift cards that start with any other numbers, or with a 4 digit security code can't be used as payment at the moment.

If you're looking to pay cash there's more information in the Outlet section.

 

 

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What does "No Tickets Available Through TicketWeb" mean?

If there are "No Tickets Available Through TicketWeb" it generally means we've sold out of our current allocation. This doesn't nessessarily mean the event itself is sold out, unless there is specific information that states otherwise. There may be tickets still available through other channels, e.g. the venue, other agents or we may get an additional allocation at a later date. Unfortunately, we're unable to predict whether this is likely or not so we can only suggest checking back here at a later stage.

 

 

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It's unusual for TicketWeb to sell accessible seating for most events.

If ever we can provide a booking facility for accessible seating the event itself and ticket description will clearly state this. If we have any information on the arrangements for a particular event we'll post an answer on our help desk so you can take a quick look there.

It's usually the preference for the venue or event organisers to handle these bookings themselves so we always recommend contacting them direct in the first instance.

For disabled access enquiries for any of the O2 Academy venues or the O2 Shepherds Bush Empire, you'll find the relevant contact information below.

To book tickets for O2 ABC Glasgow
Please purchase a standard ticket for yourself. Once you have purchased a standard ticket please call the Box Office on 0141 332 2232 ext 2: 12:00-17:00 Monday to Friday and 10:00-14:00 & 15:00-17:00 Saturday to discuss arrangements and organise your companion ticket should one be required.

To book tickets for O2 Academy Birmingham
Please email daniel@o2academybirmingham.co.uk with your access requirements and the show you wish to see in order to make a booking. All e-mails will be responded to within 2 working days.

To book tickets fro O2 Academy Bournemouth
Please book your ticket through www.ticketweb.co.uk and then contact the venue on 01202 399 922 or info@o2academybournemouth.co.uk to discuss arrangements and organise your companion ticket should one be required.

To book tickets for O2 Academy Bristol
Please book your ticket through www.ticketweb.co.uk and then contact the venue on 0117 927 9227 or mail@o2academybristol.co.uk to discuss arrangements and organise your companion ticket should one be required.

To book tickets for O2 Academy Brixton
Please contact the venue 10:00–18:00 Monday to Friday direct on 020 7787 3129 or email disabledbookings@o2academybrixton.co.uk to make a booking.

To book tickets for O2 Academy Glasgow
You can book your standard ticket through www.ticketweb.co.uk. Once you have purchased your standard ticket please contact the venue on 0141 332 2232 or mail@o2academyglasgow.co.uk between 12:00–17:00 Monday to Friday and 10:00–14:00 & 15:00–17:00 on Saturdays to discuss arrangements and organise your companion ticket should one be required.

To book tickets for O2 Academy Islington and O2 Academy 2 Islington
Please book your ticket through www.ticketweb.co.uk and then contact the venue on 020 7288 4410 or email disabledbookings@o2academyislington.co.uk to discuss arrangements and organise your companion ticket should one be required.

To book tickets for O2 Academy Leeds
Please contact the venue directly via email disabledbookings@o2academyleeds.co.uk with your access requirements, telephone number and the show you wish to see in order to make a booking. A small percentage of access tickets will be available through presale (but these will not be processed until the onsale date- please include details of your presale eligibility when emailing) and the rest of the tickets can be booked from the general on sale time, and cannot be reserved before this.

To book tickets for O2 Academy Leicester
Please book your ticket through www.ticketweb.co.uk and then contact the venue on 0116 223 1181/0116 223 1122 or email boxoffice@o2academyleicester.co.uk to discuss arrangements and organise your companion ticket should one be required.

To book tickets for O2 Academy Liverpool
Please contact the venue direct on 0151 707 3200 or email boxoffice@o2academyliverpool.co.uk to make a booking. The Box office is open from 11:30-17:30 Monday to Saturday.

To book tickets for O2 Academy Newcastle
Please contact the venue direct on 0191 260 2020 or email boxoffice@o2academynewcastle.co.uk to enquire about availability and provide them with information on any requirements you have.

To book tickets for O2 Academy Oxford
Please contact the venue direct on 01865 813 505 or email boxoffice@o2academyoxford.co.uk to check the accessibility for your needs. Spaces may be limited and will be sold on a first come first served basis.

To book tickets for O2 Academy Sheffield
Please book your ticket through www.ticketweb.co.uk and then contact the venue on 0114 253 7782 (11:00-16:00 Monday to Friday) or disabledaccess@o2academysheffield.co.uk to discuss arrangements and organise your companion ticket should one be required.

To book tickets for O2 Shepherds Bush Empire
Call the Box Office Manager on 020 8354 3300 between 10:30-17:30 (Monday-Friday). Spaces are sold on a first come first served basis.
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What's the difference between the Service Charge, Processing Fee and Delivery Cost?

The Service Charge applies per ticket. The Order Processing Fee and Delivery Cost, applies once per order, regardless of the quantity of tickets purchased.

Why are these charges levied?

These charges pay for our credit/debit card processing services, merchant fees, distribution network, installation and maintenance of computer hardware and software, telephone lines, labour and all the other costs associated with a ticket transaction.

If we incur ticket delivery costs, these will either be included as the Order Processing Fee or The Delivery Cost. Examples include postage and packaging, forwarding to venue for collection or the support of newer delivery methods such as ticketFast, where scanning hardware is required at participating venues.

How much are these charge and fees?

As an authorised ticket agent, we negotiate our charges with venue operators, promoters and others based on costs involved in both their presentation of the event and our services with respect to the ticketing of their events. The actual amount is determined by agreement with the venue or promoter for each event. Reduced fees may be available by purchasing tickets online or directly at an venue' box office or outlet.

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Keep up to date with the latest events that interest you. Sign Up and manage your subscriptions to TicketWeb's weekly Music, Club and Comedy/Theatre guide.

 

 

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Sometimes really popular events can sell very, very quickly. When there are no more tickets available, we’ll always recommend that you keep checking back to the website in case more tickets are released later on.

Extra tickets are never guaranteed though and we often don’t get any advance warning that they’re going on sale – they can quite literally be released at any moment! Unfortunately, this means that we could never guarantee to contact you about extra releases, so a waiting list isn’t something that we operate as we don’t want you to be disappointed. 

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We have recently started accepting some Ticketmaster gift cards. Not all Ticketmaster gift cards can be us on TicketWeb yet, but the cards starting with 533 and 633 with a 3 digit security code are fine to use. Any Gift cards that start with any other numbers, or have a 4 digit security code can't be used as payment at the moment.

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Your card is charged as soon as you make the booking. It can sometimes take a few days for the money to be claimed though, so it might not show up on your statement straight away. Don't worry because once the booking has been authorised the money is earmarked so that when we are ready to take the money, it won't be spent.

If you're not sure if a booking's gone through, you can always check the order history in your online account. As always, feel free to get in touch if there’s anything you're not sure about.

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You might've noticed that on your booking confirmation, or when you received your tickets in the post, that they say BK on them. The BK stands for Block, and all blocks are numbered to help customers know which area their tickets are for. 
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TICKET PRE-SALE INFORMATION

I WANT TO GET FIRST ACCESS FOR EITHER UK OR GERMAN TICKETS FOR HURTS DESIRE TOUR 2017, HOW DO I DO THIS?

You need to have pre-ordered the new album Desire (available on CD, and LP formats) through the Official Music Store before 5.00pm BST on Tuesday 30th May 2017.

Or

You need to have registered via the No Purchase Necessary form hosted on the Official Music Store before 5.00pm BST on Tuesday 30th May 2017.
 

* No Purchase Necessary

I DO NOT LIVE IN THE UK OR GERMANY?

This pre-sale is only valid for the UK & German dates on the Desire Tour 2017.  All other dates are going straight on general on-sale 9am BST, Friday 2nd June 2017

WHEN WILL I GET MY PRESALE ACCESS CODE?

If you purchased an album, or registered via the form, you will receive an email between 5:00pm and 8:00pm on Tuesday 30th May 2017 containing your unique presale code, a link to the presale and details of the 2017 dates. Please check your inbox and junk folder carefully on/after this date and retain this email.

WHEN DOES THE PRESALE OPEN?

These emails invite you to purchase tickets in our exclusive presale window, running between 9:00am BST, Wednesday 31st May 2017 until 8.59am BST, Friday 2nd June 2017.

Presale access does not guarantee you tickets; it guarantees your eligibility to access the ticket pre-sale before general release. Please note, due to high demand tickets are extremely limited.

HOW DOES THE CODE WORK?

Each code is only valid for the Desire Tour 2017 and can only be used once.

You have access to buy up to two (2) tickets from TicketWeb.co.uk to one of the confirmed 2017 UK or German dates.

Please keep the email containing your presale link and unique passcode safe, ready for the presale.

HOW DO I REDEEM MY CODE?

The presale period opens at 9:00am BST, Wednesday, 31st May 2017.

Simply follow the link provided in your email, which will take you to a designated presale page on www.ticketweb.co.uk and select the date or venue you would like to purchase tickets for and enter your unique presale passcode into the box provided when prompted to do so.

Please ensure you are entering your unique passcode into the appropriate box.

I'VE PRE-ORDERED THE NEW ALBUM BUT I HAVE NOT RECEIVED MY CODE YET, WHY?

You should receive your code by 8:00pm BST on Tuesday 30th  May 2017, please check both your inbox and junk mail folders carefully to locate this email.

The code, along with all the tour details will be sent to the email address that you used when making your album purchase.

If you have not received this code by on Tuesday 30th  May 2017, – please contact: http://support.sandbaguk.com/support/tickets/new.

Please quote your email address, full name – and we will verify your order and reply with your pre-sale access code.

Before getting in touch, please don’t forget to check your junk mail folder too just in case your email is in there!

I'VE ENTERED MY PRE-SALE CODE ON THE TICKETWEB PAGE – BUT IT DOES NOT WORK. WHAT SHOULD I DO?

If your code does not work - please contact: http://support.sandbaguk.com/support/tickets/new

Please quote your email address, full name and the pre-sale code you were originally allocated.

They will reply as quickly as possible.

I'VE ENTERED MY PRE-SALE CODE ON THE TICKETWEB PAGE – BUT I’M HAVING ISSUES COMPLETING MY ORDER AT CHECKOUT. WHAT SHOULD I DO?

If you have successfully entered your pre-sale code, but are experiencing any issue completing your order – please click here submit your enquiry.

The Ticketweb team will be closely monitoring this to answer promptly.

AM I GUARANTEED A TICKET IF I PRE-ORDERED THE ALBUM?

The album pre-order does not guarantee tickets to the presale but it does guarantee your eligibility to access before general release.

IF I ORDER MORE THAN ONE ALBUM FORMAT, WILL I GET ADDITIONAL CODES?

One code is issued per customer.

I’VE PRE-ORDERED THE ALBUM FROM ANOTHER RETAILER, WILL I STILL RECEIVE MY CODE?

In order to qualify for the ticket pre-sale you need to order directly from the Official Music Store.

I’VE PRE-ORDERED THE ALBUM BUT WHAT IF I LIVE OUTSIDE THE UK?

This ticket pre-sale is only valid for the UK & German 2017 dates and you are only eligible to access the pre-sale if you have ordered an album for delivery in the UK or Germany.

SHOULD YOU BE UNSUCCESSFUL IN SECURING TICKETS DURING THE PRE-SALE, FURTHER TICKETS WILL BE AVAILABLE IN THE GENERAL SALE WHICH OPENS AT 9:00AM BST ON FRIDAY 2nd June.

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Kodaline will be Touring the UK in December 2017. Tickets will go on a Sony Presale on Wednesday 5th July at 10am. Then on General Sale on Friday 7th July at 10am.

Kodaline will be performing at:

O2 Apollo Manchester, 8th December
O2 Academy Glasgow, 9th December
O2 Academy Birmingham, 10th December
O2 Academy Brixton, 12th December

I WANT TO GET FIRST ACCESS TO TICKETS, HOW DO I DO THIS?

You need to have pre-ordered the brand new album (available on CD, LP & MC formats) through the Official Music Store before 12:00pm on Tuesday 4th July 2017.
Or
You need to have registered via the No Purchase Necessary form hosted on the Official Music Store before 12:00pm on Tuesday 4th July 2017.

WHEN WILL I GET MY PRESALE ACCESS CODE?

If you purchased an album, or registered via the form, you will receive an email by 2:00pm on Tuesday 4th July 2017 containing your unique presale code and link to the presale. Please check your inbox and junk folder carefully on/after this date and retain this email.

WHEN DOES THE PRESALE OPEN?

These emails invite you to purchase tickets in our exclusive presale window, running between 10:00am BST, Wednesday 5th July 2017 and 8:59am BST, Friday 7th July 2017

Presale access does not guarantee you tickets; it guarantees your eligibility to access the ticket pre-sale before general release. Please note, due to high demand tickets are extremely limited.

HOW DOES THE CODE WORK?


Each code is only valid for the December Live Dates and can only be used once. You have access to buy up to two (2) tickets from TicketWeb.co.uk.
Please keep the email containing your presale link and unique passcode safe, ready for the presale.

HOW DO I REDEEM MY CODE?

The presale period opens at 10:00am BST, Wednesday 5th July 2017.

Simply follow the link provided in your email, which will take you to a designated presale page on http://www.ticketweb.co.uk and enter your unique presale passcode into the box provided when prompted to do so.

Please ensure you are entering your unique passcode into the appropriate box.

I'VE PRE-ORDERED BUT I HAVE NOT RECEIVED MY CODE YET, WHY?

You should receive your code by 2:00pm on Tuesday 4th July 2017, please check both your inbox and junk mail folders carefully to locate this email.

The code, along with all the tour details will be sent to the email address that you used when making your album purchase.

If you have not received this code by 2:00pm on Tuesday 4th July 2017 – please contact: SUPPORT@KONTRABANDSTORES.COM

Please quote your email address, full name – and we will verify your order and reply with your presale access code.

Before getting in touch, please don’t forget to check your junk mail folder too just in case your email is in there!

I'VE ENTERED MY PRESALE CODE ON THE TICKETWEB PAGE – BUT IT DOES NOT WORK.

WHAT SHOULD I DO?


If your code does not work - please contact: SUPPORT@KONTRABANDSTORES.COM
Please quote your email address, full name and the presale code you were originally allocated. We will reply as quickly as possible.

I'VE ENTERED MY PRESALE CODE ON THE TICKETWEB PAGE – BUT I’M HAVING ISSUES COMPLETING MY ORDER AT CHECKOUT. 

WHAT SHOULD I DO?


If you have successfully entered your presale code, but are experiencing any issue completing your order – please submit your enquiry here:

https://help.ticketweb.co.uk/

The TicketWeb team will be closely monitoring this to answer promptly.

IF I ORDER MORE THAN ONE ALBUM FORMAT, WILL I GET ADDITIONAL CODES?

One code is issued per customer.

I’VE PRE-ORDERED THE ALBUM FROM ANOTHER RETAILER, WILL I STILL RECEIVE MY CODE?

In order to qualify for the ticket presale you need to order directly from the Official Music Store.

I’VE PRE-ORDER THE ALBUM BUT WHAT IF I LIVE OUTSIDE THE UK?

This ticket presale is only valid for UK dates and you are only eligible to access the presale if you have ordered an album for delivery in the UK. 

SHOULD YOU BE UNSUCCESSFUL IN SECURING TICKETS DURING THE PRESALE, FURTHER TICKETS WILL BE AVAILABLE IN THE GENERAL SALE WHICH OPENS AT 10:00AM BST ON Friday 7th JULY 2017.

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In short, we want to make sure that everyone gets a fair chance to buy tickets – the limit's there to keep the first person in the queue from buying up all the best seats and leaving nothing for the everyone behind them!
 
The ticket limit will usually be decided by the event organisers and we'll make sure we advertise this at the very beginning of the booking process on our website. It usually applies per person, per credit card – sometimes, if it's expected to be really popular it may also be per household. Please be sure to look out for this – you can't book more than the limit in any one transaction, but unfortunately we can't stop you from going in and making a second booking.
 
It's not that easy to get around the system, though – if we do find that someone's booked more tickets than they're allowed, we may well cancel some or all of their tickets, without notice.
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We want to make sure that as many fans as possible get the chance to book. When you select your seats, you're actually holding those tickets while you go through the checkout process, so no one else can access them. 
 
We have to limit the amount of time you can hold the tickets, otherwise we'd be left in a position where someone can grab the tickets, go and make a cup of tea, pop off down to the shop etc, then decide that, actually, they don't want them. This wouldn't be very fair to all the other fans who desperately want tickets and are ready to pay there and then but can't get their hands on any.
 
The amount of time you have can vary depending on how busy the website is, but we'll always make sure there's enough time to fill in your details and check the information carefully before paying for your tickets.
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When a really popular event goes on sale there can sometimes be thousands of people all trying to buy tickets at the same time. With fans booking over the phone and online, we can process hundreds of bookings at once – so sometimes they can go really quickly.

If you're unlucky with getting tickets when they first go on sale, we'd always advise to check back to our website nearer the day of the show – there's always the chance that more tickets could be released once the stage layout has been confirmed. Unfortunately, we are unable to contact customers if more tickets come available on sale.
 
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