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FAQS - LIVE NATION VIP

Written by LN Team / April 05, 2019

PRE-SHOW QUESTIONS:

When will I be notified about the details of my VIP Experience? 

You will receive an email from vip@livenation.com.au approximately 3-5 days before the show. It will include all the information you will need regarding your experience and will be sent to the email address used when purchasing the tickets. Please note that the contact details provided at the point of purchase (email, mobile, mailing address) are the details used to communicate all VIP information.

What happens if I don't hear from you via email?

Please check your junk or spam folder first. If you have not received your email a few days out from the show, please contact us at vip@livenation.com.au or phone +61 386 322 500 during business hours. It is your responsibility as the purchaser to follow up information if you have not received it from us 3-5 days prior to the show.

Who is the ‘original purchaser’?

For Ticketek purchases, the ‘original purchaser’ is the person whose ticketing account the Experience was bought through. For Ticketmaster purchases, the ‘original purchaser’ is the person whose credit card was used to make the purchase. For any other Ticketing sites please contact us at vip@livenation.com.au. 

What if someone else bought the VIP Experience for me?

We understand that there are circumstances where an Experience may be purchased as a gift; or on behalf of a family member or friend. In such situations, the ‘original purchaser’s’ name must be known and stated at check-in, and proof of purchase (confirmation email) will be required in order to check-in and receive your benefits. For Experiences that involve artist interaction, photo ID and a Letter of Authority will be required for any name change.

Can I use a VIP Experience purchased via another website?

We strongly discourage the purchasing of VIP Experiences via outlets other than Live Nation and our official ticketing partners, as we cannot guarantee the authenticity of the purchase. If an Experience has been purchased from a third-party site (e.g. eBay, viagogo, Gumtree) you must know the original purchaser’s name and supply the original proof of purchase from the official ticketing agency at check-in, as outlined previously.

Please note: all VIP Experience information will be sent to the original purchaser, so you will need to ask them to forward any VIP information to you if you have purchased an experience off anyone.

Live Nation VIP reserves the right to cancel the package and/or refuse entry to any patron/s unable to provide the appropriate supporting documentation; this includes the concert ticket. These measures are taken in order to prevent scalping and ensure VIP Experiences and tickets are not purchased by more than one person.


QUESTIONS ABOUT TICKETS

I’ve only received my tickets, when will I receive my other inclusions?

Unless otherwise stated, we don’t post out any of the other inclusions (e.g. laminate, drink voucher, tour gift). These are usually collected on the night at the VIP check-in.

Will my tickets for the VIP Experience be sent before the show?

If you select Venue Collect as your delivery option, you will need to collect your tickets from the VIP desk or Box Office on the night of the show. If you select to have the tickets posted to you, they will be sent shortly after you have purchased or after the date any print suppression is lifted. Further information regarding the VIP Experience will be emailed to the original purchaser, within 3-5 days prior to the show. If you have a ticketing question you will need to contact the Ticketing Agent (e.g. Ticketmaster, Moshtix) you purchased from.

Ticketmaster: 136100 (NZ: 0800 111 999)

Ticketek: 132849

Moshtix: 1300 538 849

Oztix: 1300 762 565

I have a ticketing question?

Any ticketing questions need to be directed to the ticketing agent you purchased from except for name swaps, we need to authorise those.

If I have a question about my VIP Experience who do I speak to?

If you have a question regarding your VIP Experience prior to show day contact vip@livenation.com.au or phone +61 386 322 500 during business hours.
On the night of the show speak to Live Nation VIP staff before the show commences. Any questions that arise during the show speak to a venue usher.

What are Onsite VIP Hosts?

Staff members from Live Nation VIP, who will be on hand at every show to manage the check-in process, answer questions, direct VIP ticket holders, and assist in making the Experience as enjoyable as possible.


SHOW DAY FAQs:

What time does the Venue Box Office open?

Please check the venue website in which you are attending, however it is usually scheduled to open approx. 1 hour prior to General Doors.

What will happen if I am late and miss the check-in period?

If you’re late, you may miss components of your VIP Experience. No compensation will be provided to latecomers. If you missed picking up any of your inclusions (e.g. Laminate, Tour Gift etc.) you will need to contact vip@livenation.com.au on the next working day, to arrange collection. Any postage will be at patron cost.

Can I get a refund on my VIP Experience if I can’t make it?

You will not be entitled to a refund if you are unable to attend the show. Under extenuating circumstances, upon presentation of supporting documentation (e.g. a doctor’s certificate), a refund request may be considered.

I require wheelchair accessibility, who do I contact for this?

Please contact the relevant ticketing agency directly for assistance purchasing any wheelchair or disabled seating.
Ticketek (special needs hotline) – 1300 665 915
Ticketmaster – 13 61 00 and follow the prompts 

Can I park at the venue?

Please check with the venue for the best parking opportunities.

Does the laminate get me backstage?

The laminate is commemorative only and does not gain or authorise access into the venue or backstage areas.

MEET & GREET FAQs:

When I meet the artist can I pass on gifts to them?

We can’t guarantee that you’ll be allowed to do this as it is decided on the day by the Artist’s security.

Can I bring a camera to the Meet & Greet?

No, you cannot bring a camera or use your phone during the Meet & Greet unless otherwise advised. There will be a professional photographer who will take your photo.

When will I get my Meet & Greet photo?

A link to download the photo will be sent within 48 hours of the show.

EARLY ENTRY FAQs

Will I have a sectioned off area on the floor?

No, Early Entry refers to first access onto the floor, there is no sectioned off area (unless otherwise stated). 

What time will I need to arrive?

VIP purchasers may need to arrive 1-2 hours before General Doors open to ensure delivery of all benefits.

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