Having served over a million happy customers you can bet we've been asked all sorts of questions over the years, from the fairly normal to the completely bizarre. Here is a helpful list of our most frequently asked questions answered by our customer services team.
If you've got a question we haven't covered here, please email us at firstname.lastname@example.org and we'll get back to you as soon as possible.
We are Gigantic Tickets Limited a Nottingham based ticket agency who provide tickets and ticketing solutions for events, venues and promoters around the UK and Europe.
What do you do?
We sell tickets - simple really.
Are you a proper ticket agency?
We are indeed! We launched in April 2007 and since then we've had the pleasure of getting over a million of you into the gigs you love. We work with many of the UKs biggest promoters, festivals and venues, as well as providing ticketing services to household names such as Absolute Radio and Time Out.
All our tickets are sourced directly from promoters and venues. We are not an auction site, and you won't find us selling tickets at ten times their face value. Check out our contact us page, and you'll see that we don't hide behind a PO Box number or a non-geographic phone number, and all our company and VAT registration details are there to provide complete transparency.
Gigantic are also members of STAR (Society of Ticket Agents and Retailers) who are the leading self-regulatory body for the entertainment ticketing industry across the United Kingdom, so you know you are always in safe hands.
What is a Gigantic account and how do I set one up?
A Gigantic account is your own personal and secure login to Gigantic.com to make purchasing tickets quick and easy. You can set up an account by going to Gigantic.com and clicking "My Account" in the top right hand corner of the screen. From here you simply follow the on screen instructions and you'll be set up in minutes.
Do Gigantic store my card details?
Card details are sent directly to our payment processing bank, we get back a unique reference which we can then use to link your account to your card. This means that Gigantic do not and will never have access to your card or bank details at any stage making it completely secure. Only the last 4 digits of your card number are available to our staff and this is what will be displayed in your account. You can chose to remove this from your account at any point, but with your card details saved to your account you will be able to login and purchase tickets in seconds!
Do I need to make Gigantic aware of changes to my account?
Nope, your account can be edited by you at any stage. You can change everything; address, phone number, card details etc. This allows you to be completely independent when it comes to your ticket purchases, which means you can spend more time enjoying the gigs you love and less time on the blower to customer services.
You will only need to notify Gigantic of changes to your account if changes occur while you are waiting for a ticket order to be dispatched. If you fail to notify us of changes in this instance your tickets will not get sent to your new address and Gigantic will not be held accountable if these tickets go missing.
What is a booking fee?
A booking fee is an additional charge on top of the face value of the ticket that makes everything happen. We know no one likes a booking fee, but sadly they are necessary and as a rule Gigantic do always negotiate with venues and promoters to provide the lowest booking fees possible.
What does a booking fee pay for?
Booking fees pay for Gigantic to offer a 7 days a week, 24 hours a day booking service, labour costs, credit card commissions, dealing with any order issues, keeping the website and mobile site running smoothly, developing the technology to make the order process as easy and efficient as possible, and ensuring you never need to queue up at a venue Box Office to buy tickets.
How can I tell if my booking was successful?
You'll get a clear on screen confirmation with a unique reference number when your transaction has successfully completed. You will also be instantly sent a confirmation email to the email address you provided.
Why haven't I received my confirmation email?
Gigantic will always send you a confirmation email, but we can only send this to you if you submit your email address correctly, so please double check it is correct before you submit your order. If you can't see your confirmation email after an hour, just let us know via email, quoting the reference number from your on screen confirmation. We can easily resend your confirmation to you.
Bear in mind that the major Internet Service Providers and web-based email services like Hotmail and Gmail work very hard to save us all from the horror of Spam. Unfortunately this means your confirmation email may have been accidently placed in your Junk or Spam folder. Always be sure to check your Spam/Junk first before contacting us. To keep this from happening in the future simply mark emails from Gigantic as "Not Spam/Junk" in your email provider.
Why is my order not going through?
If after entering your details and clicking "Buy Tickets" you are returned to the order form, scroll down to see what has happened. You may have just missed something out or entered it incorrectly. There is no need to start your booking again from scratch, just check all the details you have entered carefully, then submit your order again.
We have compiled a check list below of the most common reasons why orders fail:
The address you provide MUST be the address that your CARD is registered to (i.e. the address where your card statements are sent to), including the full postcode where applicable. If you have recently moved, or are a student with a term time and home address, please consider where the card itself is currently registered.
If you have a UK postcode beginning "CR0" or ending "0XX", please note that the "0" in either case should be entered as a zero, rather than the letter "O".
If your order is being rejected due to the postcode, please DON'T submit the same postcode again. You will need to contact your card issuer to ensure that they have your postcode recorded correctly. Sometimes card issuers hold incorrect or out of date details.
If your card has a start date or valid from date, or an issue number, please enter these as they are required for some types of card.
If you are using a wheel mouse, please check that the expiry date and start date are correct before you click the button, as these can inadvertently be altered when scrolling down with the wheel.
Please double check the CVS number (the last 3 digits from the signature strip on the back of the card). This is typically changed when a new card is issued, so if you have recently received a new card please check that you are entering the correct number.
If you are still having problems please contact us.
What credit or debit cards do you accept?
We accept Visa, Visa Debit, Electron, MasterCard, Maestro, Solo, and JCB cards. Sorry, we don't do Diners or American Express.
Can I pay by any other method?
Nope. Sorry, we do not accept Paypal, cash or cheque payments.
How will my booking show up on my bank statement?
We don't get given much space on your bank statement, but Gigantic will appear as: Gigantic.com tkts #YOUR-ORDER-REF
What do Gigantic do to combat fraud?
We use state of the art technology to protect us, and you, from fraud. Sometimes we will ask customers to provide us with additional information to confirm that they have authorised a ticket purchase. Please don't be offended if this happens – it's better to be safe than sorry!
Is your site secure?
Yes, we use 256-bit SSL encryption, the highest standard in common use. We use a GeoTrust Digital Certificate, and our order form carries the GeoTrust Trusted Site Seal, which you can click on for visible, real-time assurance that our site is protected by one of the most trusted digital certificate providers on the web.
Who delivers my tickets?
Tickets are delivered via Royal Mail standard post. If the tickets you are buying are irreplaceable, we will send your tickets out using a secure and insured delivery service. In these circumstances we use either Royal Mail Special Delivery or DX Secure. The cost for using these signed for services is higher than standard delivery and is set by the delivery companies not ourselves. This higher cost will be reflected in your delivery charge.
What does my delivery charge pay for?
A delivery charge includes the secure delivery of your tickets to your stated address as well as the physical ticket stock, the printing and packing of your tickets and the labour involved with this.
Do you provide international delivery?
For orders outside of the UK, we will make an international delivery option available where possible. If the tickets are irreplaceable we will insist that you pick your tickets up at the venue's Box Office on the day of the event to guarantee entry and ticket security.
When will my tickets arrive?
This varies from event to event because we don't always get the tickets into our office until nearer the date of the show. However, you will always be notified by email as soon as your tickets have been dispatched. If you haven't received your tickets 10 days prior to the event, please read on to the next answer.
What if I don't have my tickets, and it's less than 10 days to the event?
If your tickets are being posted and you haven't received them 10 days prior to the event, please contact us with your reference number and we will chase it up for you. Please DON'T leave it until the last minute to get in touch. It's important to contact us at least two working days before the show, so that we can contact all the parties involved on your behalf.
I want to book for an event this week. Will you post my tickets?
If it's too late to get tickets to you by post, for most events we can offer Box Office Collection.
How do I get my tickets sent to a new or different address?
If your order has not already been dispatched, you can change your delivery address online. To do so please either use the
order tracker or login to your account
(if you set one up when purchasing tickets).
Be advised that Gigantic always strive to get your tickets to you as quick as possible, which is why it is a matter of urgency that you update your address or instruct our customer services team to do so as soon as possible. Gigantic cannot be held responsible if your tickets have already been dispatched to you prior to a change of address. In such instances Gigantic may not be able to refund or replace these tickets and we may not be able to make alternate arrangements for you.
I have been sent the wrong tickets or the wrong number of tickets.
D'oh! Please check your tickets as soon as they arrive so we can try to sort out any problems. If anything seems to be wrong, please contact email@example.com straight away.
How do I collect my tickets at the venue?
Box Office Collection means that your tickets will be waiting for you at the venue, usually an hour or so before the show starts. You will need to take the card you booked with, your reference number and valid ID (passport/drivers license) when you pick your tickets up.
Is there a fee for Box Office collections?
Sometimes there is a fee for box office collection, this is to help cover the costs of the administration of arranging the collection and posting tickets to the venue when necessary.
Can I book tickets for someone else to collect?
If you would like to purchase tickets for someone else to collect from the Box Office you will need to provide a letter of authorisation.
What is a "letter of authorisation" and how do I write one?
If someone else is collecting your tickets from the Box Office they will need to provide a letter of authorisation to the Box Office from yourself, and the ticket collector will need to provide a valid form of ID (passport/drivers license). This formal letter should look like this:
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].
This is a legal document designed to protect you from fraudulent use of your card, therefore, a poorly scribbled note on a scrap of paper will not suffice. TICKETS WILL NOT BE RELEASED TO YOU WITHOUT THIS.
Lost, Stolen Or Damaged Tickets
What if my tickets are lost, stolen, damaged or abducted by aliens?
Unfortunately, rules from venues or promoters mean that some tickets cannot be replaced. Always keep your tickets safe, after all they are essentially cold hard cash. Be aware that tickets are often printed on heat sensitive paper for security reasons, so please be careful where you leave them!
If the worst has happened, please contact us, quoting your reference number. If it's possible, we will make alternative arrangements to get you into the event. Please DON'T leave it until the last minute to get in touch. It's important to contact us at least two working days before the show, so that we can contact all the parties involved on your behalf.
How come you still have tickets when they are sold out elsewhere?
More often than not a single event will be being sold by numerous ticket agencies who will each have different allocations of tickets for the event. As a result it's not unusual for different vendors to sell out at different times. This means that sometimes we will have tickets available that are sold out elsewhere.
I've found a bug on your website, what should I do?
Please tell us! We've tested our site using the most common platforms and browsers, but there are so many different combinations out there it's impossible to test them all. If you spot something that's not working properly, or just looks plain odd, let us know so we can fix it. Please email firstname.lastname@example.org and give us as much detail as you can.
Information that will help us fix bugs includes...
Whether you are using a PC, a Mac or something else
Your operating system i.e. Windows, iOS, Android etc.
Your browser type and version i.e. Internet Explorer, Chrome, Firefox etc.
If you can send us a screen shot of the bug that would be great!
We really appreciate your input in helping to make the site better for everyone.
Terms & Conditions
What are your terms and conditions? Can I see them?
Of course! We always recommend you read our Terms & Conditions before purchasing your tickets. You can read our Terms & Conditions by clicking here.
Still not found the answer you're looking for?
If you can't find the answer to your query on this page please do email us at email@example.com and we'd be more than happy to answer that question for you and add it to our FAQ's for future customers.