StarReviews 

I have been in contact with STAR. Sent them all of the information they require but no confirmation and now they don't reply to emails and you can't get anywhere when you call them. It is not a very customer focussed company from my experience

It's not particularly thorough. A main part of the reasoning given in their explanation as to why they couldn't really help or change the outcome in any meaningful way wasn't actually true. I did reply on this point but they haven't replied. So I've just given up now. There isn't much protecting consumers or working to improve the ticket industry going on

These clowns work for the ticket agents not the customers. They are about as useful as a cat flap on a submarine. Ticketmaster are basically there boses and when Ticketmaster says jumb they ask how high. Complete bunch of corrupt goons🤬

I raised a complaint to STAR after See Tickets kept booking fees from my refund for a postponed event. Unfortunately, STAR sided with See Tickets, saying their Code of Practice allows agents to keep fees if their terms mention it.

This completely ignores the fact that customers don’t choose which ticket agent handles the sale - we simply buy the ticket from the only available channel. STAR's position effectively protects ticket agents' profits instead of ensuring fairness for consumers.

It's disappointing that an organisation meant to uphold industry standards accepts policies that contradict CMA guidance, which clearly states customers should receive a full refund including fees when an event is cancelled or significantly postponed.

Consumers deserve better protection, not explanations defending outdated practices.

I am extremely disappointed by the way STAR handled my complaint regarding AXS and the misrepresentation of ticket seating for a major event at The O2.

Despite clear written admissions from AXS — including a message from their Contact Center Manager on March 26, 2025, confirming that Row AA in front of my seat was not sold through AXS but added later by the promoter as complimentary tickets — STAR, specifically by Helen Chambers, chose to dismiss this as me being “incorrectly informed.” This blatant contradiction was never properly addressed.

Instead of holding the ticket seller accountable, STAR consistently deferred to statements from The O2 — a party I did not purchase from — and ignored AXS’s multiple confirmations that they were unaware of the additional row. If AXS themselves didn’t know about it, how could I as the customer? Yet somehow, I’m still told I “received what I purchased,” even though what I purchased was supposed to be a front-row package.

When I provided valid, written evidence, Helen Chambers' excuse was that I was “incorrectly informed.” But under the eyes of the law, that is valid evidence.

She also claimed that, “as these responses were provided after the event and the tickets you purchased were advertised as including seats in the first two rows, this does not change the type of ticket you purchased or how it was originally presented.” Like duh, I’d report it after — I didn’t know I’d get screwed over until the event actually happened. That excuse is meaningless.

It’s now been over a year and there’s been zero resolution provided — just excuses and ignoring valid evidence because apparently The O2 can’t be “incorrectly informed.” But AXS — the seller — can?

Helen Chambers, in particular, offered repeated deflections, failed to challenge The O2’s word (which was conveniently accepted as gospel), and ignored the most basic consumer rights principle: the seller is responsible for the product they sold. I didn't buy from The O2 — I bought from AXS.

The fact that STAR is meant to provide impartial dispute resolution is laughable in this case. There was no critical assessment of the clear evidence I provided. Once AXS's statements began to support my claim, STAR effectively shrugged and told me to take it elsewhere.

This was not a fair or thorough investigation. It felt more like an effort to protect industry relationships than support a wronged customer.

I strongly urge others not to rely on STAR as a credible resolution service. If you have a serious ticketing issue, go directly to Citizens Advice or a solicitor. STAR will waste your time and protect the seller — not you.