Taylor Swift fans have been left 'beyond devastated' after AXS began cancelling The Eras Tour tickets for the star's UK dates, two weeks after they went on sale.
The tour, which will see the American singer play 13 stadium shows across Liverpool, Edinburgh, Cardiff and London next June and August, had strict rules in place due to exceptionally high demand. Fans could only purchase up to four tickets per account due to a limit put in place.
But a glitch on the AXS site meant a few customers bought more than the allowed four tickets - and now some are complaining that theirs have been cancelled. But others, including those who purchased just a pair of tickets, claim they've also lost theirs.
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In an email sent to affected customers shared by fans on social media, AXS said it was 'unable to verify aspects of the transaction' and that customers would receive a full refund in four to six working days.
@emmabeanies tweeted: "@AXS_UK beyond devastated that you’ve cancelled my Wembley Eras tour tickets. The only reason we were able to book more than 4 tickets was due to YOUR glitch - if it hadn’t worked, or you had refunded us during the label sale then we would bought those tickets on another code" and @awesamarie responded: "This happened to me, it glitched and let us get 6 tickets total. But they cancelled the 3 tickets I did have. But I spoke to live chat that same day I got tickets due to the glitch so they cancelled it almost immediately... it does say in the terms and conditions though sadly".
@daisyalex_, who forked out £387.40 a ticket for the VIP Karma Is My Boyfriend package tweeted: "Errrrrrrrrm my Taylor Swift Eras Tour tickets for Edinburgh have been cancelled and refunded without my permission by @AXS_UK..." and @ifibelieveyou9, who purchased four tickets on the same card in the pre-sale, tweeted: "#TheErasTour @axs my Taylor Swift eras tour tickets have been cancelled for no reason. I broke no rules Pleasee fix," alongside a screenshot of the email.
The cancellations have caused ripples among the fandom, with many worried their tickets might be next. @thisisttrying added: "I’m so anxious at the thought of my tickets being cancelled, I’m refreshing constantly to make sure I haven’t received an email/they haven’t disappeared".
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@shimmeringtay13 wrote: "The Great War isn’t actually managing to get tickets to The Eras Tour, it’s now keeping them until the date of your show. I thought all the stress was over but now people’s tickets getting randomly cancelled has unlocked a whole new fear" while @coastersonthec1 tweeted: "What’s with all the cancelled tickets via AXS for Taylor Swift… ours haven’t been but I’m scared".
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As previously reported by the Manchester Evening News, during the presale on July 10, Ticketmaster said fans who breached the rules could have 'any or all' of their order cancelled 'without notice.' The ticket agent - the event's other ticket seller alongside AXS - explained in a tweet: "This includes orders associated with the same name, e-mail address, billing address, credit card number or other information".
It comes after Swifties had a stressful time attempting to purchase tickets to The Eras Tour - the first chance in six years UK fans have had to catch her live. Those who had pre-ordered the musician's Midnights album last year had access to the presale, which took place between Monday 10 and Wednesday 12, but fans also had to pre-register for an access code to the general sale, which took place last week between Monday July 17 and Wednesday July 19.
From virtual queue issues, to discovering that only £600 VIP tickets were left in the general sale, the experience was a mixed bag. Some were elated with their tickets, while others were gutted to have missed out
AEG, The Eras Tour's promoter, told the Manchester Evening News: "To provide every fan with a fair opportunity to secure tickets, we state in our T&Cs at the point of sale that: ‘Ticket sales are limited to a maximum of 4 per access code and customer’. Fans who purchased more than this amount will keep their original 4 tickets, however any additional tickets purchased above that will be cancelled in line with our T&Cs."