AEG Presents UK: Cancelled Shows, Rescheduled Tickets and Refunds

If an AEG Presents concert moves to a new date, the answer to ‘where is my refund?’ may depend on who sold the ticket. The organiser announces the event change, while the original ticketing agent generally holds the purchase record and manages requests. Keep the email naming the ticket seller and the event notice: an event organiser, ticket retailer and venue can each be involved without performing the same customer-service role.

Cancelled and rescheduled events differ

AEG’s official ticket FAQs distinguish a cancelled event from a performance moved to a new date. A cancellation is handled through the original point of purchase. For a rescheduled performance, the ticket may remain valid, but the organiser tells customers who cannot attend to contact the official ticket agent within the deadline set in the notification. A general event listing should not replace the email about the particular show and performance date.

What the published refund terms say

The AEG Presents terms address cancellation and rescheduling of events and tell purchasers to approach their point of purchase about the applicable refund. They also distinguish a partial cancellation of a multi-day event from a complete cancellation. Read the terms on the actual ticket type, booking fee and any hospitality package, as the amount and route may differ. A voluntary decision not to attend a show that is going ahead is a different question.

Check your ticket seller and status

Find the original purchase email before following a cancellation headline on social media. It should identify whether your transaction was through a ticketing agent, venue box office, package reseller or organiser-operated service. Then locate the affected event and its official status notice. If a rescheduled date has been announced, check whether the old ticket remains valid and what confirmation or deadline applies if the new date does not suit you.

Avoid a duplicate refund request

If the ticket agent has already emailed about the cancellation, follow the instructions in that message and retain its request number. Asking several unrelated ticket companies to refund the same order cannot identify the seller who took your payment. Keep the performance date, venue, transaction amount and the name of the purchaser together. If there were several tickets in one order, specify whether the event change affects all of them or only a particular performance.

A practical example

You bought two tickets for a concert and the organiser announces a replacement performance date. Before buying tickets for the new date, check whether your existing tickets remain valid. If the new date is impossible for you, consult the official message for the seller’s request route and any deadline. Do not assume a screenshot saying ‘rescheduled’ proves that your refund has already been requested.

Official help and checking your details

The organiser’s official FAQs direct ticket refund questions to the original point of purchase. Supply the agent with the transaction reference, event name, original and rescheduled dates, and the notice you received. Do not publish your ticket barcode online. This article describes event-administration procedures; it does not determine the outcome of individual contractual claims or incidental travel costs.

Policy checked on 20 September 2026 against the linked provider pages. RefundTerms is an independent guide, not the provider or its support team. The published terms and the details of your own order determine which process is available.