Welcome to alt. tickets

  

Frequently Asked Questions

Who are alt. tickets?

alt. tickets are a primary ticket seller that forms part of the DHP Family, who bring to you award winning venues across the country: Rock City, Rescue Rooms, Stealth and The Bodega in Nottingham, Bristol's Thekla and The Garage, Oslo and Borderline in London.

Established in 1980 and taking shape as alt. tickets back in 2000, we are one of the UK's leading ticket websites for independent live music, clubs, tours and festivals, selling over a million tickets since 2000.

alt. tickets are a FULL Member of STAR - the Society of Ticket Agents and Retailers - the leading self-regulatory body for the entertainment ticketing industry across the United Kingdom.

In March 2017, alt. signed the FanFair declaration, stating our commitment to combatting ticket touts. We believe you should never pay over the odds for gig tickets, so we're proud to be supporting FanFair as well as helping combat touts in other ways, such as offering on sale reminders and waiting lists for sold out events.

What is a primary ticket seller?

A primary ticket seller is an agent that sells tickets at face value (the price that the artist and the promoter intended), plus any booking or delivery fees. Secondary ticketing platforms will often charge you significantly more than face value for a ticket. alt. are proud to be a primary ticket seller so won't charge you more than face value plus booking or delivery fees.

What is the Remind Me function?

You can set up a "Remind Me" notification for any upcoming shows that have been announced and are due to go on sale. Simply go to the show and click the "Remind Me" link to receive an email or text shortly before it goes on sale - never miss an on-sale again!

What is the Waiting List?

You can add your email and/or phone number to a show's waiting list to be immediately notified if any more tickets become available.

How do I register for an alt. tickets account?

An alt. account is your own personal and secure login to make purchasing tickets quick and easy. You can set up an account by going to alttickets.com and clicking "Register" in the top right hand corner of the screen. Simply follow the on screen instructions and you'll be set up in minutes. Your account can be edited by you at any stage. You can change everything; delivery address, phone number etc. This allows you to be completely independent when it comes to buying your tickets.

Can I book an essential companion ticket?

For all DHP-owned venues (Rock City, Stealth, Rescue Rooms, Oslo, Bodega, The Garage, Borderline and Thekla) and Manchester Cathedral please book a standard entry ticket via alt and then email proof of eligibility through to customerenquiries@alttickets.com. Any of the below are accepted:

  • Front page of DLA / PIP
  • Front page of Attendance Allowance letter
  • Evidence that registered severely sight impaired
  • Recognised Assistance Dog ID card
  • Access Card

Once your request has been received and approved we will email you back with further information as to how your essential companion ticket will be issued.

In addition we will review any application without these forms of evidence on a case-by-case basis.

For all other venues please contact them directly to be advised on their venue policies.

How can I tell if my booking went through okay?

Once you have completed your booking you will get an on screen booking reference number, this will begin with AT followed by 12 digits. A confirmation email will be sent to the address provided. If you haven't received your email confirmation, first check that it hasn't been filtered into a spam or junk email folder. If you still haven't received a confirmation email within an hour of booking please contact us quoting your booking reference number from your on screen confirmation and we will be able to assist you further.

Alternatively if you booked your tickets whilst signed into your account, you can check your order by signing into your account.

Email: customerenquiries@alttickets.com

Telephone number: 0115 896 4456 (Opening times Monday-Friday, 9am-6pm)

Why is my name printed on tickets?

Promoters sometimes request that customers' names are printed on tickets as part of their commitment to ensure tickets are sold to genuine fans. If this is a condition of a show, it will be stated at the time of booking. The name of the lead booker will be printed on each ticket (this will be taken from the name on the shipping address) and the name cannot be changed once the purchase has been made. When the lead booker attends the show they will be asked to present matching photo ID to gain entry to the venue.

PLEASE NOTE: If you are booking/have booked more than one ticket, the guests must arrive at the concert at the same time as the lead booker. Guests should not arrive separately as they have no matching photo ID and can only gain access with the lead booker and ticket bearing the lead booker's name.

Why do you charge a booking fee?

The face value of a ticket is shared between the promoter, venues, and the artist. The booking fee that we charge is our sole source of revenue. This includes our investment into the ticketing technology, hardware, staffing costs and other associated costs.

How do I round up my order for charity?

When you buy a ticket from alt. tickets, you will be given the option to round up your order and donate the difference to one of our partner charities. Simply click the 'Add A Donation' button on the 'Confirm and Pay' page, choose the charity you wish to donate the difference to, either round up your order to the nearest £1, £5 or select an amount to donate and click 'Add donation to order'. Click here to see the charities we're currently supporting and the incredible work they do.

What is TicketPlan?

alt. tickets have partnered with TicketPlan to offer our customers an optional ticket protection facility. Our TicketPlan protection facility protects non-refundable bookings and facilitates a refund if a ticket holder is unable to attend an event due to a wide range of specified unforeseen circumstances. For more information click here.

How do I make a claim with TicketPlan?

To make a claim please click here.

What payment methods do we accept?

We accept all major credit/debit cards and PayPal. We are unable to accept AMEX or Diners cards.

Is your site secure?

Yes, we use 256-bit SSL encryption, the highest standard in common use. We use a GeoTrust Digital Certificate. The presence of SSL means you can rest assured that communications (e.g. credit card numbers) between your browser and our web servers are private and secure.

Can I purchase tickets by phone?

alt. tickets is an online platform. Please visit our website: www.alttickets.com to purchase tickets

When will I receive my tickets?

You should receive your tickets within at least 30 days of the event. If you haven't received your tickets 48 hours prior to an event please contact us during our opening hours via email or telephone. You will receive a dispatch email from us once your tickets have been dispatched.

Email: customerenquiries@alttickets.com

Telephone: 0115 896 4456 (Opening times Monday-Friday, 9am-6pm)

How can I track my order?

You can track your order by clicking here.

I want to book for something this week! Will you post my tickets?

Orders placed within seven days of an event will automatically be set to Collection from Venue.

How do I get my tickets sent to a new or different address?

If your order has not yet been dispatched, you can change your delivery address anytime using 'Track my Order' or by signing into your account. Alternatively please contact us at customerenquiries@alttickets.com quoting your booking reference number and the address you wish your order to be amended to prior to dispatch.

My tickets have been dispatched to my old address, what can I do?

If you haven't informed us of a change of address before your tickets have been dispatched, we can offer a replacement of tickets only when the originals have been returned to us (usually by Royal Mail if delivery has failed). Please contact us on customerenquiries@alttickets.com (Monday - Friday 9am-6pm) so we can investigate your situation further.

I live outside the UK, will you post my tickets?

We will dispatch your order by Royal Mail International Economy Delivery. When booking your tickets, please select international postage.
If your order is for non-replaceable tickets, these will automatically be placed for collection at the venue on the event day.

How do I collect my tickets from the venue?

You will need to take a copy of your booking confirmation email along with your photo ID to the venue on the night to gain entry. If you have booked more than 1 ticket in this transaction your party will need to arrive together.

Can someone else collect tickets that are booked in my name?

If you would like to purchase tickets for someone else to collect, you can add their name during the booking process. If you need to amend the name after booking, you will need to provide the individual with a letter of authorisation accompanied by a photocopy of the original booker's photo I.D.

What is a letter of authorisation?

If someone else is collecting your tickets from the venue box office they will need to provide a signed letter of authorisation to the Box Office from yourself. The ticket collector will need to provide a valid form of ID (passport/drivers license). This formal letter should look like this:

Address:

Town:

Post Code:


Date:

To whom it may concern,

I, [your name], authorise [their name] to collect the [event name] tickets on my behalf.

The confirmation number is [reference number], the last four digits of my card number are [last 4 digits], the issue number is [issue number] and the order was placed on [order date].

Yours faithfully,

[sign here]

[your name]


Please note, a poorly scribbled note on a scrap of paper will not suffice, it must be clearly written and signed by the original ticket holder.

I have lost my ticket, what can I do?

Most types of tickets cannot be replaced if lost, however please contact us on customerenquiries@alttickets.com (Monday - Friday 9am-6pm) so we can investigate your situation further.

Cancellations and refunds

We cannot cancel, refund, exchange or transfer tickets unless the event has been cancelled, postponed or event details have significantly changed. However, please do get in contact with us and we'll do everything we can to help!

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