Short Answer: Viagogo is technically a legitimate secondary ticket marketplace. It operates alongside StubHub under the same corporate group, with StubHub focusing on North America and Viagogo on an international level.
However, Viagogo is not a member of STAR (The Society of Ticket Agents and Retailers), which means it's not beholden to its codes of practice and is known to have previously used "hidden fees" in the form of Drip Pricing.
How the marketplace works
Sellers list tickets and set the price. Viagogo adds service and delivery fees that vary by event and timing. The help pages state that you will see the total price, including costs, on the Review and Buy page before you pay.
The Viagogo Guarantee
Viagogo promises buyers will receive valid tickets in time for the event. If something goes wrong, it will provide comparable replacement tickets or a refund. The public guarantee pages and support articles set out the outcomes and how to contact support.
Cancellations and reschedules
If an event is cancelled, Viagogo says buyers get either a cash refund or a 120 percent credit, with a button in the wallet to request a refund. If an event is rescheduled, tickets are usually valid for the new date and refunds are not offered under Viagogo’s policy. You can relist if you cannot attend. Read the policy in full before you buy.
Hidden Fees and UK law history
The UK Competition and Markets Authority obtained a court order against Viagogo in 2018, requiring changes to how key information and pricing are presented to customers. The agency later pursued further action over compliance. This history explains why fee breakdowns and seat details are now shown more clearly.
Viagogo has come under fire for its use of "drip pricing," a deceptive practice in which additional costs are added late in the checkout process, resulting in a higher final cost than expected.
Although Viagogo says that fees are displayed at checkout, buyers have noted that these fees can be relatively high, including VAT, service, and handling charges, which can significantly increase the final price and may occasionally contain deceptive information about the actual cost of the ticket.
UK law that matters
Reselling tickets for designated football matches without authorisation is a criminal offence in England and Wales under Section 166 of the Criminal Justice and Public Order Act 1994.
Clubs can also void tickets bought via unauthorised routes. Check the event rules before purchasing or listing.
Company details and privacy
Viagogo lists its operating entity as viagogo GmbH, Rue du Commerce 4, 1204 Geneva. Its privacy notice names the Swiss entity and a US entity for data processing. Company pages carry the address and VAT number.
Independent consumer guidance
Citizens Advice explains how secondary ticket sites work and what to check at checkout, including seat location and fees. It also notes that events can set their own resale rules. Use that page for a neutral background. It's worth reading to learn how to buy tickets online safely.
Citizens Advice says you should not buy tickets from a website if:
- It’s offering tickets which aren’t officially on sale yet
- It can be challenging to contact the company selling them, for example, if they only have a P.O. Box address and a mobile phone number.
- You can’t see ‘https’ at the beginning of the web address when you’re on the site - your payment might not be safe
FAQs
Are Viagogo tickets real?
Listings come from third parties. The Guarantee covers validity, replacement, or refund in the event of a verified issue. It does not cover travel or hotel costs you choose to book.
Why does the price change at checkout?
Viagogo adds service fees and delivery costs. The Review and buy page shows the full amount before you pay.
Who takes payment?
For Pay Now purchases, Viagogo processes the payment and pays sellers after event fulfilment under its terms. Your order summary names the charging entity.
Is Viagogo the same as StubHub?
They are sister brands within the same group. The investor site says StubHub in North America and Viagogo internationally.
Bottom line
Viagogo is a legitimate marketplace, backed by a large ticketing group and offering a published buyer guarantee. The experience still depends on the event rules and the exact listing you choose. For any unclear information, refer to the official guarantee, refund, and help pages, and review the event’s own resale terms before booking.
However, be warned that ticket reselling is a grey market area, and you will likely end up paying far more and running the risk of hidden fees. It is also worth noting that Viagogo has been at odds with UK law and public opinion on several occasions.
Although not a member of The Society of Ticket Agents and Retailers (STAR), Viagogo is still a registered and legitimate site. However, remember to be cautious and read the terms and conditions (T&Cs) carefully, as hidden fees may be present.
