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FanPass has a rating of 2.3 stars from 89 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about FanPass most frequently mention several times problems. FanPass ranks 675th among Marketplace sites.
This company responds to reviews, but usually not within the first month
I was in massive need for a ticket for the Manchester derby this past Sunday being a city fan I was panicking leading up to the day as I seen some bad reviews from people on the reviews I was having faith getting into the stadium I bought from a scammer a few days before on Facebook so fanpass saved the day I got in with decent seats when I got past the turnstiles I had a fist pump of delight with my ticket being genuine and we won 3-1 the only criticism i would give is the price it cost me for the ticket and the add on fee but with it being a derby I guess it would be expensive fanpass thank you you guys saved the day
By far the most aggressive, unprofessional, rude company. Do NOT use them. Even after bringing me to tears on the phone they spoke over me, hung up on me and rejected all my calls.
I placed an order in error and booked the wrong event on the wrong date.
Emailed to cancel within 15 minutes of the order and they wouldn't refund even though the event was 3 months away.
Thieves
Tip for consumers:
Dont do it.
Not worth the stress.
Products used:
Forced to buy football tickets because they wont refund me. Would have happily exchanged tickets for another date but they wont open a dialogue at all.
Crooks
I have purchased a ticket from fanpass Chelsea vs Tottenham 23/01/22, i selected a specific section which is ELS4 in the middle. When I received my ticket I found out that the ticket was in a section called ELS1 which was next to the away end right im the corner at Stamford bridge. I made a complaint to Fanpass but they didn't want to resolve the issue, what they try say is that section ELS4 counts for the whole east stand lower sections! This was not the case when I purchased my ticket because you could choose any section on east stand lower at the time! My ticket stated that it was ELS4 Row: best! I was expecting to be sitting in the middle for the price I paid but I sat in the corner of the stadium and felt soo disappointed and robbed. Fanpass still keep ignoring me and I wanted to know if anyone knew how i could take this matter further! I'm sick and tired of them ignoring every message I send! I have proof of the section i purchased and the ticket I was given. The funny thing out of all this is the fact they try to tell me ELS4 now counts for the whole east stand lower section after I complained about my ticket! Just for them to cover themselves!
Products used:
Tickets
I ordered Tottenham-Huddersfield match yesterday 8:00 pm. I received confirmation accepted mail through Fanpass once, and also we knew that the ticket would arrive at at least 3 hours before the match starts(12:30pm).
Of course for we knew the rules we waited. We definitely, for sure, paid for the ticket.
However, from 9:00am we were already waiting for the tickets, for we acknowledged that the ticket would arrive on 9:30. On 9:30, eventually we had to leave our hotel which is a lot far from Tottenham stadium, even though the tickets from fanpass did not arrive. Sent more than 5 emails to 'contact fanpass'. Even after we arrived to the stadium, tickets were not here as well as the replies. Thus we emailed once more. They told us the tickets could be collected through person 'Sam' and gave his number, and kept saying he was trying to contact us. HOWEVER, NEVER the call arrived from him, and plus as we called him several times he refused our every calls. Contact fanpass was keep saying 'he is calling', but none of those arrived. The two numbers of Sam were keep refusing us. EVEN I gave my friend's number and we have checked each other if our phone is wrong; BUT NO it was working. 4G connection was great, we waited until 1:00, BUT none of the calls, emails did we recieve. How could you make customers wait tickets over 3 hours? So annoying, having bad mood; Total service is like trash. Really frustrated and felt if we were numb! I strongly want to get refund.
Hello Gayeon,
Thank you for your message:)
You have purchased last minute tickets available for a stadium collection:
Your seller has tried to contact you multiple times on your both numbers provided without any luck.
We have also sent you the proof of calls from your seller - by email - earlier.
We will obviously proceed to the full refund of your order and this will take 5 to 10 working days to reach back your account
We do apologies about any inconvenience and issue at the venue but we can guaranteed that your seller is a trusted brokers from our service and has tried everything to contact you and arrange the collection of the tickets
Best,
Fanpass Support
Do not use their services. I paid for tickets which I still haven't got for game on 23rd. They not reacted when I reported that all the time. Now I want my Monday back. They cheating people. As I said I want money back and compensation for ruined my Christmas and my client Christmas.
And as I said I'm going to newspaper with that as I can see you cheating a lot of people
22/12/2018
Of course there is an issue. I've got photots from track site and I did send it for you. My parcel was in Bristol. Noting was wrong with the address. I did ask that I can change delivery address everyone said no sodelivery was to Manchester from day one. I want to know when you will refund me money? I want my money tomorrow. If not I'm going on police. You didn't wait for Monday so I will not wait for my Monday as well. I want compensation as well. What is you claim policy? -23/12/18 by the way game is today and UPS is not working on Sunday-well done
They sent me tickets 1 day after game! Now they are not replying on my emails. No phone to contact with tham. Just a SCAM. Dont use them
Hello Ewelina,
Thank you for your feedback:)
Your UPS tracking number is the following: 1ZA8Y0186896734376
We are replying to your emails within 3 hours since 2 days. It seems that you have also incorrectly fulfilled your delivery address at the time of the purchase and we are sorry to hear it!
Please note that UPS is a third part courrier service and we are not in control of the transit process. If there was any issue with the delivery - you will be fully refunded.
Best,
Fanpass Support
I already wrote a comment on trustpilot.com, but the answer we gave me was an automatic one. I said that I had bought tickets for Liverpool vs. Atletico on March 11th and that I met several difficulties. The worst of it: the website announced "no restriction view" (screenshot available if needed) whereas I could not see a part of the field.
The answer (in French) of Fanpass team was: "Les places sont listées par des revendeurs (particuliers ou distributeurs intermédiaire) ce qui explique le fait que les details exactes des places ne sont pas toujours renseignés. Lorsque l'emplacement exact est renseigné par le vendeur, il apparait clairement sur le listing en dessous des catégories."
This is a clear deception, the consumer being misled. I demand that you react onto that point and that you consider the payment of the refund amount.
The number of my order: *******
I need to admit that selling tickets is easier on this platform... Payment on time, no struggle with customer support. Great work!
Got my money just after the game for my sale. Nothing to say, everything is well explained and easy process
Community shield tickets just received in the club wembley!
Coming from Albania to see the game and support Chelsea
Sold my 2 tickets for drake concert in London.
Better than viagogo as you can list completely for free
Reliable and secure.
Will purchase again with fanpass:)
Customer support always helpful and the online chat is efficient
Tickets from FANPASS.CO.UK were FAKE and i have been Scammed. I just bought tickets for Tottenham v Dortmund and all tickets are FAKE. The barcode on the tickets are FAKE because I telephone and checked it with SPURS FOOTBALL CLUB. IF YOU WANT TO CHECK YOUR TICKETS THEN CALL SPRUS DRIECT ON *******0102 AND SELECT OPTION 2.
I emailed fanpass.co.uk to the email address and the have not responded.
I think i have to inform the police.
Hello Costas,
Thank you for your message
We are a marketplace between sellers and buyers as per stated on the main page of our website. Therefor the tickets are belonging to trusted seller's / official partners from the club.
We are also working with official partners from Tottenham FC and your tickets are perfectly genuine for you to attend the game.
You simply needs to print off the E-tickets in order to access the stadium.
Also, the game has not even took place so there is no possibility for you to state that you have been provided with fake tickets.
Best,
Fanpass Support
To customers viewing this post:
What FanPass claimed was vastly false, but I am not surprised given that they kept doing this as I exchanged emails with them.
First and foremost, when I presented FanPass purchase confirmation to Chelsea FC ticket office, the staff there told me it was fraud and urged me to report it to the police. I am ready to show the "Report fraud to police" note that the ticket office printed out as long as this website allows me to post pictures. How can FanPass be a legitimate partner of Chelsea as FanPass claimed? Can anyone find this fraudulent company on Chelsea website?
Second, crystal clear, UPS lost the parcel during shipping, so I have never seen the parcel myself. I had to call UPS myself multiple times and was told that after the shipper, i. E. FanPass, initiated an investigation request, UPS would take a serious look and compensate for the loss of the parcel. I informed FanPass about this, but they have remained silent. I spent £640 for nothing, yet they did not even try to help recover a penny. Of course, it is possible that they did ask for compensation from UPS, but kept the money themselves.
Third, when they know they are in trouble, they won't hesitate about repeating false statements to prove "not our fault". For instance, they insisted that I could "track" my parcel on FanPass website. The first time I told them that I could not, they simply replied "Yes you can". After receiving the same reply multiple times, I sent them a screenshot of my homepage on FanPass from my phone, and then they said "Oh things look different on your phone". Next I sent them a screenshot from my desktop, which they ignored. In all subsequent correspondence, they insisted that it was my fault not to track the parcel online, even though I re-sent the screenshots a few times. I realized that they were simply trying to get out of trouble and ignoring my messages.
I seldom make comments on firms online, but my experience with FanPass was so horrible that I sincerely hope no more customers will suffer from the same fraud and mistreatment as I did. I am spreading the message and have taken legal actions. It defends social justice to help eliminate companies like FanPass.
Tip for consumers:
Verifed ticket fraud! Stay away from FanPass!
Products used:
Premier League tickets, Chelsea vs. Manchester United, Oct. 20 2018 Sat.
Hello Wentao,
Thank you for your feedback that is greatly appreciable and will improve our service every day:)
Sorry if you did not notice but indeed we are an intermediary platform between sellers and buyers. Therefore, the sellers are the ones accounted for fixing the price of their tickets freely. Fanpass does not set the prices, nor sell or buy tickets.
We are also working with many official partners from the clubs so the tickets received were perfectly valid for you to attend the game.
Regarding your UPS shipment - that is a third part courrier service:
As per you are explaining, you had all the information regarding your package that were available for a collection and this for 5 days at the UPS access point. But moreover, you have received an email on the 08/10 warning you that your tickets were in transit and allowing you to 'track' your package + the 'track' option available on your Fanpass account all the time that the tickets were in transit. Also, UPS has attempted to deliver your tickets on the 10/10, and has left a 'card' with you in order to notice you about the UPS access point as per you were not at the address at the time of the delivery.
We are truly apologies if you have been experiencing some issues to go and collect your package and it is never a pleasure for Fanpass to have unsatisfied customer but we can also confirm that all the relevant information has been shared with you for the good run of your order.
We therefor disagree with your analysis of the situation regarding your shipment that has been attempted to be deliver and then available for a collection at the nearest UPS access point from your delivery address.
Best,
Fanpass Support
(If you are in a hurry)
Verified ticket fraud! Stay away from FanPass!
****************
(If you have a few minutes, details below)
In mid-Sep. Of 2018, a friend and I decided to see a football/soccer game together in London. Since I came to the U. K. for the very first time at the beginning of Sep. 2018, I did not know much about how to purchase such tickets in the U. K. Hence, I Googled the tickets, entered the first-ranked website, FanPass, and purchased 2 tickets there on Sep. 25 Tue. The game was between Chelsea and Manchester United in the Premier League, scheduled at noon on Oct. 20 Sat.
On Oct. 8, FanPass emailed me saying that they shipped the tickets to my home address in London. Yet after a week, I still did not receive it.
After extremely lengthy and frustrating email correspondence (there was not a phone number to call on their website, and they always refused to give a phone number), I myself finally found out that the parcel with the tickets got lost during shipping. Indeed, UPS, which FanPass hired to ship the parcel, lost the parcel when trying to deliver it. I called UPS, who said that the shipper, i. E. FanPass, had to request UPS to initiate an investigation process. That was in the evening of Oct. 18 Thu., when the game was to begin in less than 2 days. Therefore, I had never seen what FanPass shipped to my address.
I reported this to FanPass and asked if there was any other way for us to still go to the game, for example, they may issue me a formal document explaining the situation. They ignored my suggestions, simply insisted that it was my fault not to get the parcel, and did not even try to help us get in or mention any refund.
I printed out the purchase confirmation emails and went to the Chelsea Stadium before the game on Oct. 20 Sat. The ticket office there confirmed two things:
(1) FanPass is NOT an authorized agent of Chelsea Football Club.
(2) The tickets that I bought are dramatically overpriced. The average ticket costs £50-70 British pound, while I paid £637.71 in total for 2 tickets, including more than £120 "handling fee".
The staff there strongly recommended that I report this fraud. I am happy to post a scanned version of the "Report fraud to police" letter from them if this website allows me to do so.
I returned home and emailed FanPass about the response from Chelsea. Again, they insisted that they had done nothing wrong.
To date (Dec. 23 Sun.), I have not heard from FanPass again, nor have I received any refund from them.
Tip for consumers:
Verified ticket fraud! Stay away from FanPass!
Tickets were only delivered 1 minute before match start
Tickets not together
Cannot reach one on the phopne
Hello Josh
Thank you for your review:)
We are a marketplace between sellers and buyers. All tickets put on sale are genuine.
If you have encountered any issue at the event, please email us with your order number.
An agent will look at your case as fast as possible.
Best,
Fanpass Support
I bought tickets on the fanpass website for an europa league game betwenn Arsenal and Milan ac!
Stunning moment!
Thank you Fanpass, all the best
Bought Watford v West Ham tickets refused entry at game and tickets taken away 14 year old son was gutted
I used Fanpass to purchase tickets for a football game: easy and quick to order. Tickets arrived with no hassle. I will definitively come back again.
I bought ticket for Barcelona-Inter for me and my gf, we got the tickets quickly and the game was great so everything perfect! Thank you :)
I got 2 tickets in time with a good price. Very good experience. Great seats, good game. What else?
Thanks fanpass
The web site is perfect and its very easy to buy ticket. There prices are very good and I recevied my tickets rapidly.
I used Fanpass multiple time, tickets always arrived on time, amazing service, website easy to use and secure It's the best website for tickets
Man United - Chelsea.
Good deal with fast shipping I recommended Fanpass
Serious pure player with securised payment
Bought tickets for tonight match.
Order confirmed. Debited the account but still waiting for the ticket.
The match is in 2.5 hours.
Unacceptable!
Hello Mat
Thank you for your message
You have purchased last minute ticket (same day of the event).
Your seller has just accepted the sale and has now until 2 hours before kick off to provide the ticket
Best,
Fanpass Support
Everything is excellent from purchase to the event with fast support customer service. Perfect if you are looking for tickets in Europe :)
Had decent seats for the game. Fanpass is a good way to buy tickets. Bring my child and they were very happy :)
Gain trust and grow your business with customer reviews.
Fanpass is a marketplace which allows people to buy and sell tickets all around the world.
Hello Theo
Thank you for your message:)
We are a marketplace between sellers and buyers. Which means that your order has already been accepted by your seller and incur cost to him for sourcing the tickets.
If you cannot attend the event, you can feel free to re-sale them through our platform
However, your statement in regards to the situation is mostly defamatory since you have sent us the following email after your purchase:
"I'm buying these tickets for my friend's birthday but but the second I bought them and told his girlfriend she just told me that she has booked him a surprise holiday on the exact date that this game is on."
Best,
Fanpass Support