You can contact us plenty of different ways!
- By email:
- Submit a support ticket using the 'New support ticket' link. You'll need to fill in some information about your enquiry, so it gets sent to the correct person.
- By social media:
- If you prefer, you can direct message us on facebook or twitter. We'll treat this with the same priority as submitting a support ticket. We aim to reply to enquiries within three days.
Festicket is an ABTA member. Our reference number is : Y6095.
Companies with an ABTA membership give you the protection and trust you need to travel. You know you have booked with a reputable company, which has access to ABTA's support, protection and expertise.
Our Complaints Procedure
At Festicket we strive to provide hassle-free packages to some of the world’s greatest festivals, with hand picked hotels and trusted transfer services. Our aim is to provide an uncomplicated, hand-crafted package, booked in one click.
Occasionally, things don’t go exactly as planned. Whether this was due to an experience with Festicket or any part of your festival package, our dedicated customer service team are at hand.
Our booking conditions are available on our website, at www.festicket.com/booking-conditions/
Before your trip
If you have a complaint, or if you are unhappy with the service provided by Festicket or any product as part of the package sold to you, please contact the Festicket customer service team via email or telephone before you embark on your trip. We will look into the matter as soon as possible.
If you have any special requests, you must inform us before booking. We will pass on your request to the supplier and we will inform you if your requests can be met. If you inform us of any special request after the time of booking, we will pass on any reasonable requests on to the supplier and we will make a concerted effort to meet your needs, but we cannot guarantee any request will be met.
During your trip
If you have a complaint or require assistance during your trip in relation to any part of your festival package, you must inform the event organiser, accommodation representative, transport provider or the relevant representative of the service that the complaint is regarding at the time the issue occurs, as most problems can be solved on the spot.
After your trip
If your complaint could not be resolved during your trip or if you are not satisfied with the support provided, please contact the Festicket customer service within 28 days of returning home from your trip.
We require complaints to be made in writing. This is to ensure an accurate record of your complaint. Please provide us with as much information and supporting documentation as possible, including your Festicket order reference number, details of whom you have spoken to and what efforts were made by yourself, the Festicket team, or the service provider representative.
Our response to you
The Festicket team will conduct an investigation into your complaint and liaise with our suppliers if applicable; to determine why these issues occurred and what can be done to prevent them from happening again. We will respond to you in writing via email outlining what we have found as a result of our investigation, and what we can do for you. We will also offer to discuss this with you via telephone at a mutually agreed time.
If you are not happy with our response, you can ask for your complaint to be raised to the Department Manager. They will review your complaint and discuss this with you via email or telephone at a mutually agreed time.
If you are still not happy after escalating your complaint to a Department Manager, you can submit a complaint to ABTA. With more than 65 years of experience, ABTA is the UK’s largest travel association. They offer an independent resolution service, as well as guidance and advice on your consumer rights. For more information, visit www.abta.com