Thousands have been left out of pocket after rushing to get their hands on early tickets to one of Australia’s biggest alternative music festivals.
Chaos has broken out online after a mad rush to get festival tickets caused a hosting website to crash and left hopeful festival-goers without passes despite paying for them – some more than once.
Pre-sale tickets for rock, metal, punk and emo festival Good Things – which will be headlined by Bring Me The Horizon – set to take place in Melbourne, Sydney and Brisbane in December, became available on Tuesday at 10am.
Shortly after however, fans complained that booking website Oztix had taken their money, but crashed before it could confirm tickets had been successfully purchased.
Floods of angry people were fast to express their disappointment over the technical issue, with many distressed at being charged up to seven times for tickets they weren’t sure they even had.
One furious customer claimed they had been fleeced of nearly $3,000.
Seems to be standard practice with Oztix. My credit card has been charged seven times, I am yet to receive any confirmation or tickets. I have no idea if I have 0 tickets or 14 tickets now.
“Oztix have turned their phones off and aren’t replying to emails and I’m $2,800 out of pocket,” they wrote in a comment to the festival’s Facebook page.
“Been unable to confirm ticket sales on the pre-sales website. But just discovered that I have been charged multiple times on my card without any purchase confirmation. Pretty terrible,” another annoyed person wrote.
Seems like this is happening to a lot of us. Buying tickets to Good Things Festival it times out but still takes our money. I’m assuming that means we will get tickets emailed or posted at some point. F***ing annoying,” another said.
“I tried for two hours to get through for tickets and it kept timing out. Little did I know, it took money out of our bank account seven times which I’m now trying madly to get back somehow … and still no tickets. Are the organizers aware of the website trouble?” a third said.
The company later took to Facebook to respond to customer concern on Tuesday afternoon, promising frustrated Oztix users they would be refunded for any duplicate tickets bought as a result of the error.
“Good Things Festival would like to acknowledge the issues surrounding our Presale this morning. Oztix our ticketing partner apologizes unreservedly to all fans affected. We are absolutely blown away by the demand for our festival and can’t wait to see you all in the pit in December,” the company said in a statement.
Oztix blamed “unprecedented demand” for the crash.
“While this is exciting in many ways, there were some technical difficulties. The ticketing system functioned as expected, however the processing of payments saw major delays in response time between the system, payment gateway, banks and back again.
“This delay in receiving a confirmation from the bank meant that some customers had multiple attempts at buying tickets and were charged multiple times. All of the order receipts are currently being sent to customers and any customer who has multiple orders will be refunded this afternoon and receive a refund receipt.”
Oztix confirmed those who had been charged would eventually be sent their tickets.
“If you have been charged more than once, you will be refunded. We will advise once this process is complete and if you have any further queries at that time, then please contact us and we will assist you,” it said.
While many expressed they were triggered by the company’s use of the term “unprecedented” given how heavily it was used during the Covid pandemic, others said its site crashing was inexcusable.
“Unprecedented shouldn’t be a word in OzTix apology vocabulary. Large and rapid traffic should be the expectation for any event like this. Instant sellouts aren’t new, and with the proliferation of services like AWS, (where surge demand can be accommodated for and met with appropriate re-scaling of resources) this sort of thing should never happen,” one response read.
“I’m sorry but frankly, not good enough. How many times will ticketing agents ‘underestimate’ demand because they refuse to have adequate servers online for major events?” another said.
Others were more forgiving and appreciated the company’s explanation and work to resolve the problem.
“Looking forward to my refund on the extra order of tickets I didn’t need. Thanks for working on this so quickly,” one person said.
“Thanks for the update I was having a heart attack at how many tickets I’ve purchased,” another wrote.