All works well except two things. It would be useful to have a basket. Checking out stages are always tiresome but that goes double when buying more than one ticket. And, Add to Calendar doesn't work... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Unfortunately had to cancel tickets as been given surgery on the date of the event. They responded quickly, sent all documents as proof, Amy was really helpful and efficient. The only reason I didn... See more
Company replied
I had really efficient service today from Holly when I couldn't find my e-ticket for a gig I'm going to tonight I had inadvertently typed my email address incorrectly when I made the booking. Nevert... See more
Company replied
Gemma was extremely helpful when I had a problem booking camping plots for a festival. She made sure I could get the plots I wanted to be next to friends. Very polite and understanding in the email ex... See more
Company details
Information provided by various external sources
Authorised Primary Ticket Agent. Face Value Tickets. Secure Booking.
Contact info
United Kingdom
- 0115 8077900
- customerservices@gigantic.com
- gigantic.com
4.4
Excellent
2K reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 33% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Amazing
Amazing! Much easier and more streamlined than ticketmaster!
February 11, 2026
Unprompted review
Excellent customer support
I raised a query as I had not understood about timing of ticket issuing pre performance . Gemma responded promptly and gave me clear advice and guidance. Very reassuring
February 9, 2026
Unprompted review
Avoid this dodgy company!
Bought 4 tickets to see Twisted Sister at Steelhouse Festival. Twisted Sister cancel and I'm told the headline act cancelling is not a good enough reason for a refund, despite purchasing the refund plan.
My only option is to resell the tickets at face value, losing the fees, car park and insurance payment so costing me around £60 not to go. Thanks for nothing, another dodgy ticketing company ruining the experience of concerts and festivals for the fans. Ignore the fake 5 star reviews on this website, the real reviews are on the review centre where they get 2.8 out of 5
AVOID THIS DODGY COMPANY!!!!!!!!
February 9, 2026
Unprompted review
Fast an responsive customer service
Amy was super helpful and response was fast - my query was answered and complete within 24 hours
February 10, 2026
Unprompted review
Amy was fantastic
Amy was fantastic, empathic and helpful and I was so appreciative of the assistance given.
February 10, 2026
Unprompted review
Reply from Gigantic Tickets
Hi,
Thank you so much for your positive feedback , we really appreciate you taking the time to share it.
Our team works very hard to deliver the best customer experience possible, so we’re delighted to hear that you had a positive experience with us. We hope to see you booking with us again soon.
Best wishes,
Team Gigantic x
Quite possibly the best experience I’ve…
Quite possibly the best experience I’ve ever had with a ticket seller. I made a mistake with the booking and they went out of their way to rectify it quickly and in a really friendly and helpful manner. This is with special thanks to Holly for her excellent customer service and understanding. Thank you once again, highly recommended ⭐️⭐️⭐️⭐️⭐️
February 9, 2026
Unprompted review
Reply from Gigantic Tickets
Hi,
Thank you so much for your positive feedback , we really appreciate you taking the time to share it.
Our team works very hard to deliver the best customer experience possible, so we’re delighted to hear that you had a positive experience with us. We hope to see you booking with us again soon.
Best wishes,
Team Gigantic x
Great help
I thought I had a problem with tickets but was helped by Amy to sort my problem and worked out brilliant thank you for your help, tickets all sorted would use again
February 9, 2026
Unprompted review
Reply from Gigantic Tickets
Hi,
Thank you so much for your positive feedback , we really appreciate you taking the time to share it.
Our team works very hard to deliver the best customer experience possible, so we’re delighted to hear that you had a positive experience with us. We hope to see you booking with us again soon.
Best wishes,
Team Gigantic x
Great customer service
I had lost the booking confirmation email with my tickets, I emailed the support team and Gemma from the team was able to locate and send me the tickets within 10 minutes of me sending the email. Fantastic service!
February 6, 2026
Unprompted review
Reply from Gigantic Tickets
Hi,
Thank you so much for your positive feedback , we really appreciate you taking the time to share it.
Our team works very hard to deliver the best customer experience possible, so we’re delighted to hear that you had a positive experience with us. We hope to see you booking with us again soon.
Best wishes,
Team Gigantic x
I had really efficient service today…
I had really efficient service today from Holly when I couldn't find my e-ticket for a gig I'm going to tonight
I had inadvertently typed my email address incorrectly when I made the booking. Nevertheless, Holly helped me and the ticket was sent. Happy camper!
February 6, 2026
Unprompted review
Reply from Gigantic Tickets
Hi,
Thank you so much for your positive feedback , we really appreciate you taking the time to share it.
Our team works very hard to deliver the best customer experience possible, so we’re delighted to hear that you had a positive experience with us. We hope to see you booking with us again soon.
Best wishes,
Team Gigantic x
Great customer service
Gemma in customer services has been so helpful. I’ve emailed a few times and she has got back to me within hours! Great customer services.
February 6, 2026
Unprompted review
Reply from Gigantic Tickets
Hi,
Thank you so much for your positive feedback , we really appreciate you taking the time to share it.
Our team works very hard to deliver the best customer experience possible, so we’re delighted to hear that you had a positive experience with us. We hope to see you booking with us again soon.
Best wishes,
Team Gigantic x
My first booking with Gigantic
My first booking with Gigantic, I had a query and the very friendly and helpful Gemma replied instantly with all the information I needed.
Great assistance!
February 6, 2026
Unprompted review
Reply from Gigantic Tickets
Hi,
Thank you so much for your positive feedback , we really appreciate you taking the time to share it.
Our team works very hard to deliver the best customer experience possible, so we’re delighted to hear that you had a positive experience with us. We hope to see you booking with us again soon.
Best wishes,
Team Gigantic x
Fantastic customer service from Holly…
Fantastic customer service from Holly over at gigantic! I had an issue with a complex issue to do with Ticketmaster. She replied and sorted the issue within minutes, putting my mind at ease!
February 6, 2026
Unprompted review
Reply from Gigantic Tickets
Hi,
Thank you so much for your positive feedback , we really appreciate you taking the time to share it.
Our team works very hard to deliver the best customer experience possible, so we’re delighted to hear that you had a positive experience with us. We hope to see you booking with us again soon.
Best wishes,
Team Gigantic x
They have cancelled the show but kept…
They have cancelled the show but kept 18% of the paid amount.
February 4, 2026
Unprompted review
Reply from Gigantic Tickets
Hi Adam
I’m really sorry that you feel this way, and I completely understand your frustration. However, I’d like to explain that the booking fee is an additional charge on top of the face value of the ticket, and it’s what allows us to make everything run smoothly.
We know booking fees aren’t popular, but unfortunately, they are necessary. At Gigantic, we always negotiate with venues and promoters to keep the booking fees as low as possible.
The booking fees help cover the costs of offering a 24/7 booking service, handling order issues, paying for labour, maintaining the website and mobile site, developing technology to improve the ordering process, and ensuring you never need to queue at a venue Box Office.
I understand that no one enjoys paying a booking fee, but it’s important to note that this is the only portion of the payment that goes to us, the ticket agent. If we refunded booking fees to every customer, we wouldn’t have a business, staff, or the platform that allows customers to purchase tickets to events.
I hope this explanation helps clarify the situation.
Reply from Gigantic Tickets
Hi,
Thank you so much for your positive feedback , we really appreciate you taking the time to share it.
Our team works very hard to deliver the best customer experience possible, so we’re delighted to hear that you had a positive experience with us. We hope to see you booking with us again soon.
Best wishes,
Team Gigantic x
Money Withheld even after cancelation
I bought tickets via Gigantic for a show that was later cancelled. I paid £173.18 in total, but only £140 was refunded. They kept £33.18 as a “booking fee”.
Customer support repeatedly confirmed they will not refund the fee, even though the event didn’t go ahead and no service was delivered. When asked for a breakdown of what the £33.18 actually covers, I only received generic explanations about overheads rather than a clear cost breakdown.
I’m disappointed to be left out of pocket for a cancelled event. I would not use Gigantic again unless they change this policy.
Update: Gigantic have replied again with the same generic explanation about overheads and “this is how we stay in business”. Unfortunately this misses the point. The event was cancelled and no service was delivered, yet they are still withholding £33.18.
Calling it a “booking fee” doesn’t make it reasonable or proportionate. If a business takes payment for a service and that service is not provided, the customer should not be left out of pocket. The closest comparison is delivery costs for a physical item: if the item never arrives, the customer reasonably expects the delivery charge to be refunded too.
I’m disappointed they won’t engage with the actual issue or provide a cost breakdown to justify the amount.
February 5, 2026
Unprompted review
Reply from Gigantic Tickets
Hi Ed
I’m really sorry that you feel this way, and I completely understand your frustration. However, I’d like to explain that the booking fee is an additional charge on top of the face value of the ticket, and it’s what allows us to make everything run smoothly.
We know booking fees aren’t popular, but unfortunately, they are necessary. At Gigantic, we always negotiate with venues and promoters to keep the booking fees as low as possible.
The booking fees help cover the costs of offering a 24/7 booking service, handling order issues, paying for labour, maintaining the website and mobile site, developing technology to improve the ordering process, and ensuring you never need to queue at a venue Box Office.
I understand that no one enjoys paying a booking fee, but it’s important to note that this is the only portion of the payment that goes to us, the ticket agent. If we refunded booking fees to every customer, we wouldn’t have a business, staff, or the platform that allows customers to purchase tickets to events.
I hope this explanation helps clarify the situation.
Any form of understanding sadly lacking
I contacted Amy to say I could not attend an event due to injury. I offered a medical letter which she said you would need … A hospital discharge letter which was one of the pieces of evidence you required. However, upon receipt I was told that it was not acceptable as it did not state the date of the event ( 2 weeks later) and that further correspondence from a Medical practitioner was required. I then had to respond by stating I had a fractured leg ( clearly stated on my hospital discharge letter) and by the nature of that injury I would not be leaving the house on crutches for months let alone driving or using public transport in a knee brace into London ! I then received the most patronising email referring me to your Terms and conditions then agreeing to a refund “ On this occasion … blah blah “ then “ If this happens again we will require further evidence blah blah “ as if she was doing me a huge favour ! When in actual fact I had provided the discharge letter from the hospital, as stated by your company as a piece of legitimate evidence . Then her tone changed and it was all positive “ My pleasure” and wishing me a speedy recovery . It would have been nice if these kind words were at the outset of our conversations but no … Her tone changed because straight after she asked me to do a review and said it would be helpful to name somebody who had been helpful . Clearly all for her own gain.
Your customer service training is sadly lacking … A little bit of human kindness and understanding goes a long way in today’s world where everyone is out for their own personal gain. It’s not all about money … I mean how can you argue with a medical discharge letter from a hospital ??? Yet she did. Do you not think the NhS has enough going without having to re write things so companies like yourself do the right thing? I go to many exhibitions / events in London and will not be using your company again. Without customers you won’t have a company !
January 23, 2026
Unprompted review
Misleading Refund Practices
Gigantic has refused to issue my full refund after the event was cancelled by the organiser, keeping £18.10 in “booking fees.” I paid for a service that never took place, yet they insist on retaining an excessive fee that bears no relation to genuine admin costs. Their terms are presented in a way that leaves customers out of pocket when cancellations are not their fault.
I raised the issue directly, but they were unwilling to resolve it or refund the remaining amount. Their approach feels like a deliberate practice that disadvantages consumers and avoids accountability.
I will be escalating this through my bank, Citizens Advice, Trading Standards, and the relevant dispute channels. Consumers deserve transparency and fair treatment, not hidden charges and incomplete refunds.
February 5, 2026
Unprompted review
Reply from Gigantic Tickets
Hi Linda
I’m really sorry that you feel this way, and I completely understand your frustration. However, I’d like to explain that the booking fee is an additional charge on top of the face value of the ticket, and it’s what allows us to make everything run smoothly. We know booking fees aren’t popular, but unfortunately, they are necessary.
At Gigantic, we always negotiate with venues and promoters to keep the booking fees as low as possible. The booking fees help cover the costs of offering a 24/7 booking service, handling order issues, paying for labour, maintaining the website and mobile site, developing technology to improve the ordering process, and ensuring you never need to queue at a venue Box Office.
I understand that no one enjoys paying a booking fee, but it’s important to note that this is the only portion of the payment that goes to us, the ticket agent. If we refunded booking fees to every customer, we wouldn’t have a business, staff, or the platform that allows customers to purchase tickets to events. I understand that you wish to contact Citizens Advice, and that is entirely your decision.
For clarity, you may find the following link helpful, which outlines guidance on refunds for event tickets:
https://www.citizensadvice.org.uk/consumer/event-tickets/getting-a-refund-on-an-event-ticket/
Amy was very helpful and sorted my…
Amy was very helpful and sorted my query out promptly. Very good customer service. Quickly easy and efficient.
February 5, 2026
Unprompted review
Reply from Gigantic Tickets
Hi,
Thank you so much for your positive feedback , we really appreciate you taking the time to share it.
Our team works very hard to deliver the best customer experience possible, so we’re delighted to hear that you had a positive experience with us. We hope to see you booking with us again soon.
Best wishes,
Team Gigantic x
Do not use Gigantic!
I paid £95 for an event that was cancelled and was only refunded the “face value” of £80. Nowhere in the cancellation email was it made clear that I’d be getting only a partial refund.
According to their ridiculous terms and conditions, a cancelled event doesn’t even guarantee a full refund - which is unbelievable. Looking at other reviews, Gigantic try to justify this by saying they need to keep their business afloat. That is not the customer’s responsibility. We didn’t cancel the event, and we’re certainly not responsible for covering your operating costs.
If fees need to be recovered, take it up with the organiser, don’t guilt customers for wanting their money back. Finding out the event was cancelled was disappointing enough, but receiving only a partial refund afterwards felt like a slap in the face. Shame on you. Do not use Gigantic!
February 5, 2026
Unprompted review
Reply from Gigantic Tickets
I’m really sorry that you feel this way, and I completely understand your frustration. However, I’d like to explain that the booking fee is an additional charge on top of the face value of the ticket, and it’s what allows us to make everything run smoothly. We know booking fees aren’t popular, but unfortunately, they are necessary. At Gigantic, we always negotiate with venues and promoters to keep the booking fees as low as possible. The booking fees help cover the costs of offering a 24/7 booking service, handling order issues, paying for labour, maintaining the website and mobile site, developing technology to improve the ordering process, and ensuring you never need to queue at a venue Box Office. I understand that no one enjoys paying a booking fee, but it’s important to note that this is the only portion of the payment that goes to us, the ticket agent. If we refunded booking fees to every customer, we wouldn’t have a business, staff, or the platform that allows customers to purchase tickets to events. I hope this explanation helps clarify the situation.
Scammers
Scammers , event was canceled and they deducted 40£ as they can only refund the face value of the ticket. Avoid at all cost!!
February 4, 2026
Unprompted review
Reply from Gigantic Tickets
Hi Peter
I’m really sorry that you feel this way, and I completely understand your frustration. However, I’d like to explain that the booking fee is an additional charge on top of the face value of the ticket, and it’s what allows us to make everything run smoothly. We know booking fees aren’t popular, but unfortunately, they are necessary. At Gigantic, we always negotiate with venues and promoters to keep the booking fees as low as possible. The booking fees help cover the costs of offering a 24/7 booking service, handling order issues, paying for labour, maintaining the website and mobile site, developing technology to improve the ordering process, and ensuring you never need to queue at a venue Box Office. I understand that no one enjoys paying a booking fee, but it’s important to note that this is the only portion of the payment that goes to us, the ticket agent. If we refunded booking fees to every customer, we wouldn’t have a business, staff, or the platform that allows customers to purchase tickets to events. I hope this explanation helps clarify the situation.
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