Attraction Tickets Direct - Personal Horror Story

[Mia_]

They took the money! If they take the money they have to stand over their part of the deal!

If it was against their policies, they need to make it clear. Nothing to apploud here

[cornishfrogboy]

Originally Posted by Mia_

They took the money! If they take the money they have to stand over their part of the deal!

If it was against their policies, they need to make it clear. Nothing to apploud here

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I feel sure that if you read the small print very carefully, then there is ample protection for the position that they have taken.

The situation is regrettable. The company has not covered itself in glory with its lack of decisiveness, lack of adequate communication etc, but I do not believe it has acted dishonestly or illegally. They and many other businesses have every right to be cautious when the two addresses do not match. They have simply communicated poorly and taken far too long to resolve this matter.

I hope that it is resolved quickly.

[SteveyJ]

It's poor coding of the website if nothing else. If they don't deliver to anywhere other than the billing address then don't give people the option.

I've ordered mine from OrlandoAttractionTickets and it specifically said they will only deliver to the billing address but immediately below that the option to enter a different delivery address was there. I set a different address and they've taken the money so let's see if they arrive without issue.

Having tickets with a monetary value delivered somewhere where I know they will be received by an actual person and not taken back to a depot where they could disappear makes more sense to me.

[Mia_]

well, I disagree! Coders do what the business tell them to, it's pure design - not coding



sorry, I couldn't resist

If they take the money, and their website allows to enter alternative address they need to deliver or refund the money

[SteveyJ]

Fair point, either way someone needs to engage their brain

[chrisbrad]

Hi Bill,

I just wanted to apologise on behalf of Attraction Tickets Direct for any unnecessary stress we have caused you in relation to your ticket purchase with us this year. We really appreciate your feedback and although your experience was not a positive one, it will help us improve, so thanks for sharing it.

As many Dibbers have pointed out, the request made by our admin team was in relation to fraud. Unfortunately we do get targeted and as a result, we do have to be vigilant against this. The aim is to protect both our customers and ourselves against fraudulent transactions. Its a difficult balance though because 99 times out of 100 when a booking is flagged as being a 'non-match', the purchase is genuine. If that 1 booking does slip through the net though and its to a value of say £1000, we need to sell around £20,000 worth of tickets just to recoup that loss.

Its a difficult conversation to have with customers as we dont want to imply that a booking may be fraudulent, as often it is not. That is why from time to time we ask for some proof of identity. Often when we do that (and it is a fraudulent booking), the customer 'disappears' and we just refund the card. In your case, the communication around this was not handled well by us and for this we apologise.

As a result of your post, we have reviewed our procedures around fraud this morning and have changed our processes. That doesn't mean that we won't need to question occasional transactions, but it does mean that we will handle these in a much more positive way.

We pride ourselves in the service we offer and the company's success has been built on this principle. It hurts us all when we let a customer down and although it thankfully only happens occasionally, one bad experience is always one too many.

I believe that you should have received your tickets by now so thank you again for raising your concern, please accept our apologies for the poor service you experienced on this occasion, and may we wish you a fantastic holiday.

Chris Bradshaw
Director
Attraction Tickets Direct

[Colette-S]

Well done Chris - Im sure you have settles Bill's mind. I always book with ATD due to excellent customer service and your response and explanation to Bill shows this!

[IronGate]

I should think there is more than meets the eye with this story.

A "Manager" would have to authorise a refund I should think; especially if it is over a certain value. This would be for auditing purposes, so not really strange.

My order was fine and I had no problems when I ordered from them.

[Guest]

We have ordered all our tickets from ATD for our last 3 trips. I appreciate that the tickets are sent signed for, and they have o go to the billing address due to fraud prevention. I did ask for them to be delivered to my work place, but this was declined. Not a problem, just means I drive to the local sorting office with my driving license and a utility bill as proof of ID.
We have always had great service, and I for one appreciate the fraud protection you have, and you obviously give to the customers by encrypting all the details given to you by us the general public/customers.

Unfortunatly as stated by the company, every so often one bad person tries to ruin it for everyone, so hence why they have such anti-fraud protection procedures.

[g1970]

Kudos to Chris for taking the time to post.

I know too many people who have had credit cards skimmed or intercepted in the post and used fraudulantly. 99% of the transactions have been online orders sent different postal addresses.

I appreciate you wont catch every fraudulant transaction, but at least you're taking a pro-active approach and I personally would have no issue providing proof of identity if ever requested