Frequently Asked Questions
When are the dates for the football matches confirmed?
The Real Federación Española de Fútbol (the Royal Spanish Football Federation) confirms the time and date of the football matches about 10 to 5 days before the event. This means that the time and date specified on the website may change.
Most other European leagues confirm their matchdays from 1 month to 10 days before the day of the event. It is the customer’s sole responsibility to make sure they know the exact time and date of the match. We recommend that you check out the confirmed time and date on official websites such as http://www.lfp.es, http://www.bundesliga.de, http://www.legaseriea.it and http://www.premierleague.com
Which days can a Spanish League match be played on?
Spanish League matches are played on Tuesday, Wednesday or Thursday for mid-week matchdays, and on Saturday, Sunday or Monday for week-end matchdays.
How do I know whether my order has been processed correctly?
Once your payment has cleared, you will receive an e-mail at the address given out during the purchase process. This process can take from a few minutes up to a few hours. Your order confirmation e-mail includes all the details of your purchase and desired delivery. Should you find any mistake there or need to make a change for any reason, please contact our Bookings dept.
Note: If you do not receive an order confirmation e-mail, please check your spam inbox; if it is not there, please e-mail our Bookings dept or call us Mon-Sun from 9.30 to 18.30 (CET).
Can I cancel my tickets?
Tickets can only be cancelled if you previously bought the Money-back guarantee. If so, should you be unable to attend an event and wish to have your money back, we will refund you (minus the cost of the Money-back guarantee service). The Money-back Guarantee is valid up until the 48h previous to the event; if you have received your tickets and wish to cancel them, you must return them before the 48h prior to the event for the guarantee to be in effect. Please contact us for further information. Bear in mind you can't receive a refund unless you previously bought the Guarantee.
Should you need to cancel your tickets without having bought the Money-back guarantee, please contact us and we will try to help you out. Your case will be analysed and Ticket Bureau will consider whether a cancellation is possible. Cancellation costs are 10% of the total amount paid.
I am travelling with children. Do they get a discount? Are there any age restrictions?
Each venue sets their own rules regarding children's attendance. Below you will find a short list of venues/events and their respective rules. If your venue/event is not on the list, please contact our Customer Service to receive further information.
- FC Barcelona: Children up to 7 years old do not have to pay, but are not allowed a seat.
- Real Madrid: There are no age discounts, all children must pay full ticket price.
- At. de Madrid: There are no age discounts, all children must pay full ticket price.
- RCD Espanyol: Children up to 5 years old do not have to pay, but are not allowed a seat.
- Sevilla FC: Children up to 3 years old do not have to pay.
- Málaga CF: Children up to 5 years old do not have to pay.
- London Musicals: Children younger than 5 years old cannot attend.
- Bullfights in Barcelona (Monumental): Children under 14 years old cannot attend.
- Bullfights in Madrid (Las Ventas): There are no age restrictions nor discounts.
- Other venues/events: Please contact Customer Service.
I have received my tickets and the face value does not match the price I paid online. Why is that?
Ticket Bureau sells ticket packages, as is explained in the descriptive indicators of every event in the website. You are not buying a single ticket, but a package which includes the ticket plus the tourist services of your choice (tourist bus, stadium transfer, museum visit, stadium visit, delivery at your hotel, etc…)
The cost of these services and the associated convenience fees make up the price of the package.
For certain events, prices can rise or fall depending on the available offer. Sold out concerts or important sports events tickets often are high priced due to the very low available stock.
All matches, concerts and all events which show the Ticket Exchange or the Ticket Platform indicator offer tickets belonging to external suppliers, who sell their stock through the Ticket Bureau platform. The Advance sale for these events incurs a surcharge over the face value ticket cost, as suppliers establish their commissions for guaranteeing the advance sale booking. Final prices, therefore, may not match face value or ticket box prices.
How does the Lowest Price Guarantee work?
Tickets and events marked with the Lowest Price Guarantee redindicator are guaranteed to be the lowest priced in the secondary market. Should you find a cheaper ticket in any secondary marketplace, please write us at email@example.com and we will price match the offer. We want our customers to pay the lowest amount possible whenever we can find the best deals, so that they can enjoy their chosen event to the max.
Please bear in mind that Ticket Exchange and Ticket Platform events are not supplied by Ticket Bureau but by external suppliers, and therefore we cannot guarantee the lowest price for those events.
What does Ticket Exchange and Ticket Platform mean?
All events that show the Ticket Exchange or Ticket Platform indicator are not supplied by Ticket Bureau as an official agency, but by external suppliers who offer their stock through Ticket Bureau’s online platform. Unlike other ticketing websites, Ticket Bureau only works with renowned suppliers, ticketing companies and agencies with contrasted experience and reliability.
Prices and types of delivery for the tickets in Ticket Exchange or Ticket Platform events are set by the suppliers who offer them. Ticket Bureau only receives a minimum fee per use of its online platform, and does not set the prices offered. Final prices may not match face value prices or last-day ticket box sale prices, as several advance sale surcharges may apply on the supplier’s end.
Are tickets together?
We strive to offer tickets together in pairs at least. Nevertheless, when the event is close to being sold out, the only seats available may be separate. We recommend that you buy the Tickets Together Guarantee to ensure you will be seated together. Bear in mind that it is extremely difficult to secure certain amounts of tickets together in certain stadiums, due to the fact that season card holders have priority of seat choice over non-season card holders.
We are a group. Do we get a discount?
Yes! If you are a group of at least 9 people, please write to our Bookings dept and we will send you all applicable discounts.
How high is the commission Ticket Bureau charges?
The Ticket Bureau website displays different labels and indicators for the tickets on offer. These labels tell you the final price of the ticket and the commission Ticket Bureau receives. In addition, you can usually see the breakdown of the ticket price in your shopping cart. Depending on the event, Ticket Bureau offers tickets at Cost Price, at Ticket Office price, Tickets with a Commission of 20% and tickets in a Tourist Package (includes for example: hotel reservation, tourist bus, shuttle, stadium tour...) .
For other events, Ticket Bureau does not act as an official ticket agent but only as an online marketplace where other suppliers can sell their tickets. The prices of the tickets on sale might be not at face value price as our suppliers can freely set the commission they want to earn. These events will be shown as Ticket exchange and Ticket Marketplace.
Note: Any complaints about the possible disparity between face value and retail price that are filed after the event will not be considered.
Where can I collect my tickets?
During your purchase process, and before giving any payment details, you will see the available delivery options for your chosen tickets. We recommend that you choose pickup or delivery at the city of the event if at all possible, to ensure your travelling plans do not clash with the estimated time of home delivery for your tickets.
Moreover, for the events that take place in Spain, you can receive your tickets in three ways: Delivery to your home address or your work address (if we receive the tickets 10 days before the event or earlier), delivery to your hotel, or collection at one of our collection points in Barcelona or Madrid. For certain events, you can collect your tickets directly at the ticket counter of the venue from two hours before the event. In every, you will have to present the online ticket voucher attached to your confirmation e-mail as well as the e-mail itself. It is your responsibility to collect the tickets at the proper time and present the required personal identification.
What does “collection at ticket office" mean?
For some events, such as festivals, shows, and concerts, you can also collect your ticket using an online ticket voucher you receive in your inbox alongside the confirmation e-mail. In this case, you only need to print out the online ticket voucher and present it at the ticket window of the venue along with the appropriate personal identification. This voucher details the event, the name of the customer collecting the ticket(s), the number of tickets bought, the ticket category, the time and date of the event and a map of the venue’s location.
In general, you can collect your tickets on the day of the event, up to 10 minutes before it starts (unless the voucher explicitly specifies a time). However, we recommend that you go to the ticket window from an hour to half an hour before the event is due to begin to allow time for unforeseen circumstances. Please bring photo-ID: The ticket personnel may ask you present the ticket voucher and to identify yourself when you collect your ticket(s).
Which section (local or visitor) are the tickets for?
All tickets for football matches (FC Barcelona, RCD Espanyol, Atlético Madrid, Getafe FC etc.) are sold for the local section of the stadium. If exceptionally this were not the case, you would be informed by a notification on the website, which will tell you exactly where the seats are located.
What happens if an event is cancelled?
Your ticket is valid for your chosen event, even if the time and date for it is changed by the event organisers. Date or time changes are no grounds for an order cancellation. However, if the event is completely cancelled, we offer to refund the ticket price at face value, to exchange the ticket for a valid ticket at the confirmed date or to exchange the ticket for a ticket for a different match. If you choose the latter option, you may have to pay a surcharge or you may receive a partial refund, depending on the price of the ticket.
Can I be denied access to the event?
If your tickets are nominative, Ticket Bureau cannot be held responsible if you are denied access to the stadium due to failure to comply with the terms and conditions of the venue. It is your responsibility to fulfill the terms and conditions for the venue and to learn about them when you order your ticket. Bear in mind that VIP Lounges have a smart casual dress code and do not allow teamwear such as football scarves or t-shirts.
How can I pay for my tickets?
You can pay by credit card (Visa, Visa Electron, Mastercard, American Express), via your Paypal account, by bank transfer, (in this case, we require an authorisation; for further information, please contact us directly), in cash at the collection point (this option is only available to registered users; if we receive the tickets 10 days before the event, we can send them to any address for collection at the specified collection point), and with credit option (this is only available to Travel Agencies and Tour Operators; it is an exclusive service for our most regular customers).
Please bear in mind that American Express payments will incur a 5% surcharge.
Can I pay with American Express?
Orders made by using American Express are binding. They cannot be cancelled and a refund is not possible.
Is this payment method safe? Is the ServiRed/4B payment gateway secure?
Ticket Bureau processes orders by credit card using CatalunyaCaixa ServiRed and Banesto 4B as payment gateways for safe transactions; both are guaranteed European and Worldwide services. In addition, Ticket Bureau employs external IT security companies, who carryout daily security checks to guarantee the complete safety of your online transactions. Also remember that Ticket Bureau has the quality award Sello de Compra Segura, which is a quality seal that guarantees our customers’ secure online shopping.
This payment system guarantees the application of the safest & most modern online banking procedures currently available. During the transaction, no data relevant to your order is disclosed and for all items that you enter in the order, the system displays the relevant price and the reference number. The data transfer via ticketbureau.es and via ServiRed and 4B, portals for secure payments, was developed in accordance with the SSL security protocol, and all information sent is encrypted, which means that it is not liable to attacks. After the payment method by credit card has been confirmed, the payment portal returns the result of the operation to the website for finalisation.
Note: if you wish to pay by credit card, you need to have a Safe Banking service activated. These systems are security measures implemented by your bank to guarantee any attempted purchases are legitimate attempts by you, the card holder. Some banks text a security code to your mobile phone while others use different systems. If you find you cannot proceed with the purchase because you lack your bank’s confirmation, please refer to your bank for further guidance.
When do I receive the tickets?
You will receive the tickets four to seven days before the event at the address you have specified (home, place of work or hotel) or three to one day at the relevant collection point.
What happens if the hotel I have chosen is booked out?
Hotel reservations are subject to availability. If the reservation in the hotel you have chosen cannot be confirmed, we offer you a hotel in the same or a higher category.
Do you have tickets available for all events listed on your website?
At Ticket Bureau, we advertise two types of tickets: tickets we have in stock and tickets subject to demand.
- Tickets in stock mean that the tickets available for advance booking and in stock. Tickets for FC Barcelona and RCD Espanyol are always in stock.
- Tickets subject to demand (On Hold) means that they are not confirmed. On the website, they are marked with an asterisk or are displayed in orange. When you place your pre-booking, we request your chosen tickets to the supplier, who confirms or denies the order according to their current stock. Within 48 hours, you receive the details of the tickets we can offer you. You can then confirm or reject the purchase. Remember: For tickets that are subject to demand, we will refund the full price paid by you should we not be able to deliver you the tickets, but we do not accept further liability.
Can I buy tickets for events that are not advertised on your website?
Please send us your request via e-mail and we will do everything we can to acquire tickets for you and send them to the location you have specified.
Is there an emergency telephone number?
If you have a last-minute problem or query, you can call our hotline at +34 93 488 22 66. If you cannot contact us using this number, you can also send a text message to 00 34 696 89 75 22. We will get in touch with you ASAP.